Sofitel Legend Metropole Hanoi

From the friendly and always helpful staff, the comfortable king size beds, through to the breakfast buffet, the High Tea, the Cocktail Hour and The Spice Garden we had the most amazing 3 night stay at The Metropole in Hanoi. Definitely 5 stars. Special mention to Arjun butler and the team at the Le Club Bar.

Although the hotel works hard to deliver a French colonial experience to honor the historic traditions of the Metropole (Butlers/majordomes wear traditional garb or tails, staff say “bonjour” and “bonsoir”), the end result is haughtiness with a cheap veneer rather than historical elegance. The hotel clearly caters towards a particular type, and perhaps class, of people. For the price we paid, the service, facilities, and food all fell far short from our expectations, and we would advise travellers to stay in other hotels at much better price with better service. Firstly, our check-in experience was rushed and confusing. After arriving from our airport transfer, we met a butler (who was NOT the butler we had been communicating with on WhatsApp prior to arrival), who rushed us into the elevator to complete our check-in process in our room. However, our room (as described below) was so cramped that we could not even all be seated to complete the check-in process. We were left standing awkwardly by the open door to the room. We did not receive welcome drinks. The butler rushed through his explanations and, after swiping our credit card for incidentals, promptly left. We left the check-in process feeling rushed and confused, with very little information about the role of the butler and what was included with the Club Metropole status, and had to confirm and clarify numerous times with the staff. What was especially frustrating is that we saw many other parties during our stay having a relaxed, seated, check-in process with welcome drinks in the lobby with a butler. We wondered whether our appearance as two young travellers may have changed the level of service we received. Regarding the butler service, we met/communicated with at least 6 butlers over the course of our 3 day stay. However, the service we received from them was far from personal or thoughtful. What we understood is that the entire team of butlers support the guests, but that there is no individual butler assigned to each room. This made the whole service feel impersonal and removed - although we could reach out to the service by WhatsApp, we had no idea who was on the other end. We booked an Opera Wing Grand Premium King Room with Metropole Club lounge benefits, the hotel’s signature room according to the hotel. The room, although sized as advertised, feels very cramped with only a single chair at the desk and a small chaise longue and hardly anywhere to sit. For two people, we brought a single checked suitcase, and opening that one suitcase on a bench already made the room feel much smaller. The bathroom is connected by double entrances (without doors - only sashes) to the bedroom, and encloses a diagonally oriented tub, a double vanity and adjoining rain shower. We didn’t receive turn-down service until after 8:30pm the first night, and were already preparing for bed when staff arrived. Importantly, the Opera Wing Grand Premium Room overlooks the street and was quite loud, even from the 6th floor. There’s also a building covered with LEDs across the road that spills light into the room at night. The breakfast was expansive and at convenient hours (6-10:30am). Breakfast was served across three locations (Le Club Bar, Spice Garden (their Vietnamese restaurant) and in the Metropole Lounge (for those with benefits). Diners can choose from Vietnamese options including Pho (beef or chicken in addition to a daily rotating special), Bahn Cuon or other types of steamed rice options, in addition to salads, fruit, yogurt, various juices and smoothies, an egg station and pastries. For beverages, we were also able to order egg and Vietnamese coffee. Despite the expansive options, the quality of the food was mediocre and left much to be desired. For a French-inspired hotel, the pastries were very doughy and stodgy rather than flaky. We also observed flies crawling over the food in both the Spice Garden and in Le Club on two separate occasions, along with many mosquitos in the dining areas. Despite the lacklustre food, the service was extremely attentive and rapid. The online information offered by the hotel does not comprehensively cover the benefits offered by Club Metropole benefits, nor the difference between the Opera (newer wing) and Heritage (older historical wing). The stay would be improved with clearer explanation. We attended the tea time (3-4:30pm) and happy hours (5-7pm) in the Metropole Lounge, complementary with the rooms club benefits. Afternoon tea consisted of a buffet of either small pastries, sandwiches and fruit, while happy hour consisted of canapés, smoked fish, fruits and a few desserts. The drinks are complimentary (a small plus), and for happy hour you have a choice of several wines, liquors and mixed drinks. The servers in the lounge were excellent and attentive; however, the quality of food was again unremarkable. While imperfections/inconsistencies may arise at any hotel, it’s often how the hotel responds that distinguishes a good from a great hotel. We voiced our concerns to the ‘Majordome’ WhatsApp chat, and we were met with a response later from the head butler and two other butlers, Hugh and Mikey. We switched rooms, but there were additional problems in the next: the shower leaked creating a massive slippery puddle covering the floor, the sink stopper was stuck closed, etc. The following evening at the Club Metropole, the butler Mikey was meeting with guests at all the tables while we were there but he did not speak to us. One unique aspect of staying at the hotel is the chance to visit the bunker located beneath the Bamboo Bar. We booked a 5pm tour but had a very difficult time hearing and understanding the guide given the noise in the lobby due to a large tour group checking in. Overall we cannot recommend this hotel. We were confused by the high online ratings throughout our stay as the service, facilities, and food all fell below our expectations given the high price. Coming from other excellent stays at in Vietnam during this trip really made the contrast at this hotel apparent. At this price point, you’re paying for the history and name, not for the service, food, or facilities.

We stayed at the Sofitel Legend metropole for 3 nights as part of a pre-cruise land package with Amawaterways. The hotel is fantastic with large comfortable rooms and is within walking distance to Old Town Hanoi. We loved the history of the hotel (our room was at one point the Finnish Embassy during the Vietnam War ) and you can tour an underground bunker. The bathrooms are spacious and we had a large walk-in shower. The staff is wonderful taking time to answer numerous questions and making recommendations for local restaurants within walking distance. The breakfast buffet was a great combination of Vietnamese and western options. We also greatly enjoyed the outdoor bar, enjoying a cocktail by the pool. The fitness center is well equipped. I would highly recommend this hotel.

We stayed a night here during Tet in the Grand premium room in the opera wing. Having stayed at the heritage wing and capella across the suite before, I was a bit worried about the new wing would feel less special wing somehow, but I was glad to be proven totally wrong. From the moment we stepped out of the airport, we were whisked to the new hotel limousine and everything was perfect. We loved the cookies provided in the car. The team was there to welcome us when we got to the hotel, and check in was done in room efficiently. We loved the attention to details in the room and all the small touches, including snacks, drinks and a gift which you can choose from the boutique. F&B and service was fantastic. Next time when we come back to Hanoi, despite Capella being a near perfect hotel, I will probably pick Sofitel given the better sleep quality in the quietness of the courtyard facing rooms.

Zan on the Club Level was outstanding. The epitome of service with a smile!