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Essence Hanoi Hotel & Spa

"The location of the hotel is superb, may be the best in Old Quarter."

Amlan - November 4, 2019
Interior view Essence Hanoi Hotel & Spa
Bathroom Essence Hanoi Hotel & Spa
Buffet Essence Hanoi Hotel & Spa
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Essence Hanoi Hotel & Spa

22 Ta Hien Street, Hoan Kiem District, Old Quarter, Hanoi, Vietnam - See map
Free Wi-Fi
See map
Popular landmarks
Old Quarter 150 m
St. Joseph's Cathedral 690 m
Hoa Lo Prison 1.2 km
Vietnam Military History Museum 1.3 km
Vietnamese Women's Museum 1.3 km
Ho Chi Minh Mausoleum 1.8 km
Presidential Palace Historical Site 1.9 km
One Pillar Pagoda 1.9 km
Temple of Literature & National University 1.9 km
Vietnam Museum of Ethnology 5.5 km
Nearby landmarks
Travel Agent Hanoi 10 m
Kitonali Bespoke Tailoring 20 m
Vietcraft 30 m
Lucky Star Shop 40 m
Ta Hien Street 50 m
Trung tâm Y tế Quận Hoàn Kiếm 60 m
Mao's Red Lounge 70 m
Nunal Boutique 80 m
Hang Bac Temple 80 m
Hieu Phuc Loi 100 m

9.4

Exceptional

Location rating score

Inside city center
Popular neighborhood
  • Airport transfer

  • Located in heart of Hanoi

  • Currency exchange

  • Free Wi-Fi in all rooms!

  • Sauna

Your dates are popular among travelersUsers are booking a place in Hanoi every 41 minutes on Agoda.com
Value for money9.1
Distance to city center0.01 Km
Location rating9.4
Nearest airportGia Lam Airport (VVGL)
Distance to airport3.9 km

Rooms available at Essence Hanoi Hotel & Spa

Exceptional
Room comfort & quality
9.2
Junior Suite with Balcony
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  • Room size: 28 m²/301 ft²
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Family Premier Room
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  • Room size: 40 m²/431 ft²
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Double Room with Balcony
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  • Room size: 22 m²/237 ft²
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Superior Room
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  • Room size: 22 m²/237 ft²
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Deluxe Room with Window - Day Use Offer (10:0016:00)
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  • Room size: 22 m²/237 ft²
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Deluxe Window Room
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  • Room size: 25 m²/269 ft²
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Suite with City View
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  • Room size: 40 m²/431 ft²
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Suite with Balcony
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  • Room size: 40 m²/431 ft²
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Family Interconnecting Room
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  • Room size: 40 m²/431 ft²
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Junior Suite with Window
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  • Room size: 28 m²/301 ft²
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Frequently asked questions

What time is check-in and check-out at Essence Hanoi Hotel & Spa?

Check-in is from 02:00 PM, and check-out is until 12:00 PM. You may request early check-in or late check-out during booking, subject to availability. Guests checking in or out before or after the designated periods may be charged an additional fee. The hotel offers luggage storage to guests for before check-in and after check-out. The front desk is always open, day or night.

How do I get to Essence Hanoi Hotel & Spa?

Essence Hanoi Hotel & Spa is easy to access from the airport. In fact, you can even book your airport transfer in advance for greater peace of mind with the additional charge of 18000 VND. Just use the "Let us know what you need" section of the booking page to let the hotel know you want a ride, and they will contact you via the Agoda messaging service. A stay at Essence Hanoi Hotel & Spa also comes with easy access to the neighborhoods around the hotel through the convenient shuttle service offered at the hotel. For those who wish to drive their own cars, Essence Hanoi Hotel & Spa has a car park that's close to the hotel. Parking is available for an additional charge. If you're looking for an easy way to get around Hanoi with private transportation, the hotel can arrange both taxis or car rental.

Is breakfast offered at Essence Hanoi Hotel & Spa?

Start your mornings right, with the à la carte, continental and buffet breakfast options offered at Essence Hanoi Hotel & Spa. A selection of food types including western, full american and asian breakfast options is available for guests. There's an additional charge of 250000 VND for adults and 12 USD for children if not included in the room rate. You may save on breakfast costs with Agoda by booking a room with breakfast, which is often included for less than buying it at the hotel.

What are my dining options at Essence Hanoi Hotel & Spa?

Essence Hanoi Hotel & Spa features an on-site restaurant for your dining convenience. Meals served include breakfast, dinner and lunch. You can pick and choose from a wide array of cuisines including international, western and asian. Dishes are served in a la carte during opening hours. Light meal like soup, coffee or tea, desserts and salad are served using only quality ingredients. To meet any special dietary requirements, vegetarian diet is prepared with the utmost care and attention.

What is the smoking policy at Essence Hanoi Hotel & Spa?

Essence Hanoi Hotel & Spa does not permit smoking in any of its rooms, but allows smoking in designated areas.

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What people love about Essence Hanoi Hotel & Spa

  • 9.2

    Exceptional
    Breakfast

    "Small hotel however good breakfast & helpful service"

    Greg

    |

    March 5, 2020

  • 10.0

    Exceptional

    "I would recommend this hotel to my friends."

    TZU

    |

    December 11, 2019

  • 8.4

    Excellent
    Location

    "Nice small hotel, very well located."

    Michelle

    |

    January 10, 2020

Property ranking|Compared to 3,054 Hanoi properties
See all rankings
Room comfort score
9.2/10
Location score
9.4/10
Service score
9.5/10
Value for money score
9.1/10
Better than
99
%
of Hanoi properties
Better than
98
%
of Hanoi properties
Better than
97
%
of Hanoi properties
Better than
96
%
of Hanoi properties
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Overall rating:

9.1

Exceptional
1,708 reviews
Cleanliness
9.1
Facilities
8.6
Location
9.4
Read all reviews >
What travelers say they love:
Excellent hospitality, good staffs and highly recommended!
FOON from Malaysia
Business traveler
More about Essence Hanoi Hotel & Spa

More about Essence Hanoi Hotel & Spa

Essence Hanoi Hotel & Spa, located in Old Quarter, Hanoi, is a popular choice for travelers. The city center is merely 0.01 Km away and the airport can be reached within 45 minutes. A haven of rest and relaxation, the hotel will offer total renewal just steps away from the city's numerous attractions such as Travel Agent Hanoi, Kitonali Bespoke Tailoring, Vietcraft.

Take advantage of a wealth of unrivaled services and amenities at this Hanoi hotel. The hotel offers access to a vast array of services, including 24-hour room service, free Wi-Fi in all rooms, 24-hour front desk, facilities for disabled guests, express check-in/check-out.

Hotel accommodations have been carefully appointed to the highest degree of comfort and convenience. In some of the rooms, guests can find television LCD/plasma screen, internet access – wireless, internet access – wireless (complimentary), non smoking rooms, air conditioning. The hotel's recreational facilities, which include spa, massage are designed for escape and relaxation. Discover an engaging blend of professional service and a wide array of features at Essence Hanoi Hotel & Spa.

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Most talked about facilities

Breakfast

89 mentions

Housekeeping

76 mentions

Food & Dining

65 mentions

Internet

11 mentions

What they offer

9.6

Exceptional
Staff 

"The staff took care of absolutely everything we needed."

Natalie

|

February 19, 2020

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Nearest essentials

Distances shown are straight-line distances on the map. Actual travel distances may vary.
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Food and dining

Breakfast options

American
Asian
Vegetarian
Vegan
Gluten-free

What's nearby

Distances shown are straight-line distances on the map. Actual travel distances may vary.
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Property's guest policies

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Some helpful facts

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Reviews of Essence Hanoi Hotel & Spa from real guests

Provided by verified guests of Agoda
9.1
/
10
Cleanliness9.1
Facilities8.6
Location9.4
Room comfort and quality9.2
Service9.5
Value for money9.1
High score for Hanoi
Rating
9+ Exceptional (796)
8-9 Excellent (198)
7-8 Very Good (114)
6-7 Good (28)
<6 Below Expectation (19)
Time of the year
Mar - May (257)
Jun - Aug (320)
Sep - Nov (294)
Dec - Feb (284)
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Showing 1155 verified guest comments
12345
10.0
Exceptional
Yan from Singapore
Group
Stayed 1 night in August 2014

Best Hotel experience EVER!”

Friendly/helpful staffs, Location and beautiful rooms and bathrooms!

I was traveling with 2 of my friends and all of us agreed that we had the best hotel experience ever! Firstly, the location was wonderful. Smack right in the central of Old Quarters with popular drinking places just a few steps away. The entrance is of level grounds and therefore we are spare dragging heavy bags up flights of stair. We had an exceptional welcome from the Staff on duty, Jane and Steven. At first we were puzzled as we were brought to the restaurant instead of ding registration. Then we were pleasantly delighted to be served glasses of delicious passion fruit juice while our passports were collected for registration at the front desk. Then Jane appeared with a map of Hanoi and proceed to gave us a warm welcome and a brief but informative orientation of Hanoi. She gave us good advise as to where to eat, to visit and also importantly safety precautions. Then we reached the beautiful room with rose petals scattered on the beds - even the extra sleeper unit we requested! We had the free fruits and coffee in the room before going to the Foot-on-Food Tour arranged by the hotel - exceptional tour and a must have experience in Hanoi! Our second stay after Halong Bay was wonderful too. No registration was needed, we were addressed by name and whisked off to our room without a hitched. We also had a great experience with the SPA and with their Manager Ms Suzie. She is very helpful and recommended the wonderful Voi Tea served in the SPA. OVerall, we will surely choose Essence Hotel if we vist Hanoi again.

Reviewed September 14, 2014

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9.7
Exceptional
Fred from United States
Couple
Stayed 4 nights in August 2013

Great hotel experience! Great Staff!”

The staff, the restaurant, the location

This hotel is centrally located in the old quarter of Hanoi. The hotel supplies guest with a wonderful map and is always available to help direct guests to anwhere they want to go. The rooms are clean and quite comfortable but the thing that makes this hotel so outstanding is by far the people. There seemed to be nothing the staff would not do to make the guests stay more comfortable. This included arranging tours, giving advice about dangers and scams, the best things to see and the best way to get there. When we said we wanted to walk to a sight a staff person would go over the map with us and recommend the bet route to take. When we asked about an Indian restaurant they recommended one, called for reservations and helped us with directions. It turned out to be a great one! The restaurant located in the Hotel had the best Vietnamese food we've ever had and the staff were extremely charming, fun and helpful, instructing us in the proper way to eat certain dishes. The hotel stored our luggage when we went away and had a room with a shower for us (no charge) when we returned to retrieve our bags. Once again, the staff at this hotel made the difference between a good and an excellent experience. I would highly recomment the Essence Hanoi Hotel!

Reviewed September 07, 2013

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9.7
Exceptional
Yeo from Singapore
Group
Stayed 4 nights in May 2012

Highly recommended, best service.”

First class service, clean, good location

Located in Ta Hien Street, the hotel is located at a very convenience spot in the Old Quarter. After touring to Sa Pa and Halong Bay, we checked in to Essence Hotel around 5pm. Upon arrival, we smelled a fragrance when we walked into the hotel. We were immediately served with a welcome drink (mango shake), and rested at a reception area while the receptionist was processing the check-in process. Noticing that we had just came back from Halong Bay, the receptionist immediately struck a conversation with us discussing about Halong Bay and Sa Pa. So lovely. The hotel and room is clean, modern and very comfortable. The receptionists and restaurant staffs were smiley, informative, well english spoken and always aware of our needs. Unfortunately, we are not able remember the names of the staffs. But the services provided was excellent, first class and better than 5 stars hotels. Memorable. The Essence Cafe (restaurant) served good breakfast which consists of Vietnamese and Western food. Not to miss is the Pho (Beef rice noodle), with option to squeeze lime and add chop chilli. Unfortunately, we did not have lunch or dinner at the cafe. We would have done so when we comes again. The hotel is close to New Day restaurant (Vietnamese food, recommended by receptionist) , Little Hanoi(Sandwiches, Bar), Water Puppet Theater. And many shopping opportunities around the vicinity. Night market is available on Friday and weekend at the back of the hotel. The only concern we have during our stay is there is a smell whenever we opened the door back to the room. We are unable to find the source of the smell, and it eventually went off after 5-10mins. Highly recommended hotel and we would like to compliment their services shown during our 4D3N stay.

Reviewed May 09, 2012

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10.0
Exceptional
Stamatea from Australia
Couple
Stayed 3 nights in June 2012

Fantastic Hotel with great servie and staff”

Toss up between location and staff

We stayed at Essence Hanoi Hotel before and after our boat trip to Halong Bay and I must say this Hotel and Hanoi's Old Quarter was the highlight our Vietnam trip. The location is brilliant- we felt right at home in the thick of all the action in the Old Quarter (maybe not everyone's cup of tea). Once entering the hotel our Deluxe Suite (we were upgraded) was an oasis of quiet when we needed it with a balcony overlooking Hanoi. The room was fantastic. All the staff were amazing and very helpful with booking restaurants and giving sightseeing recommendations, We thoroughly enjoyed talking to everyone. Thank you for a great time!

Reviewed June 30, 2012

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9.6
Exceptional
Jennifer from Singapore
Family with young children
Stayed 3 nights in October 2018

Excellent find”

For context: we are a late 40’s - early 50’s USA couple with a seven year old child, very experienced travellers, expats. We spent five days in Hanoi, the first two fays for work where we were at another big name hotel. We then moved to ththe Essence for the last 3 days and wish we had been there the whole time. Right in the middle of the old quarter where it’s very busy and buzzy, but when you step in the lobby of the Essence everything was calm and the staff were so accommodating. The rooms are small, but well appointed, the extra bed was already set up for us. The food in the restaurant was nice and convenient. For our last night the hotel upgraded us to the family suite because they had availability and the like to upgrade for free when possible. We are already planning a return trip (patents only next time) and will be staying at the Essence. The only negative is there is some sound leaks if loud guests pass your room or if staying in street side room., but not bad.

Reviewed October 29, 2018

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10.0
Exceptional
james from United Kingdom
Couple
Stayed 2 nights in September 2014

Wouldn't stay anywhere else ”

Staff, food, room

The essence hanoi and the essence oriental are next door to each other and share the same restaurant. We only stayed in the hanoi but We enjoyed it so much that we returned for the last leg of our trip. The service is second to none. They give you the personal touch unlike larger hotels. The restaurant is also very good. Breakfast is always plentiful no matter whAt time you go down. I'm sure they would be embarrassed if the food had run down to a few scraps like in European hotels. First room we had didn't have a window but that didn't bother me to much as we didn't spend much time in the room but it wasn't dark and dingy like someone said on TA you just turn the lights on and hey presto it's the same as the other rooms. Price does reflect this but you get the same service. However on our return leg I didn't book a room with window and when we arrived they had very kindly upgraded us to a junior suite. It's nice to have natural light but don't expect a view, you are in an old city where space is of a premium. I can't recommend this little hotel highly enough and I would challenge anyone to not have a good stay here.

Reviewed September 15, 2014

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10.0
Exceptional
LIJIA from Malaysia
Couple
Stayed 2 nights in October 2018

Excellent Hotel”

I really enjoyed my stay in Essence Hotel. Unintentionally I have informed them earlier the trip would be my anniversary trip, they have room available for us to early check-in (around 10am) and have the room well decorate with roses and balloon ( what a surprise). While check-in, front desk lady (Uyen Le) patiently explain to us the Hanoi old quarter map, and what are the attraction we should visit. There is only few mins walk to Hoan Kiam Lake and weekend night market, beer street is just right in front of the hotel. I have enjoyed the Hotel Spa and restaurant - Fantastic! I would definitely stay there again for my next visit to Hanoi!

Reviewed October 11, 2018

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9.7
Exceptional
Emily from Australia
Family with young children
Stayed 3 nights in April 2014

Awesome Hotel”

Staff, Location and Cleanliness

We had a fantastic time in Hanoi and it all started when we checked in to Essence Hanoi Hotel, with a 1 year old and the heat they had us cooled down and smiling withing a minute. Everyday we were greeted with such friendliness. The breakfast was fresh each day and delicious. Our Room whilst small (still had a king bed plus a port a cot, chair and table and could move around ok)and no window was excellent. The room was very clean and didn't smell at all. Had a bath so we could even bath our daughter. Close to shopping and attractions, walk out and you can start shopping straight away. The highlight was the morning the street flooded and I watched the staff carry a business man out to the car so he didn't get wet and still made it to the airport on time. This hotel is all about making you feel great and the staff do that for you everyday with a genuine smile. We definitely plan on returning to Hanoi and would recommend this hotel as a place to stay.

Reviewed August 05, 2014

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10.0
Exceptional
Jeremy from Indonesia
Couple
Stayed 1 night in July 2018

My new favourite hotel in the world!”

We only had two non-consecutive nights in Hanoi, with a trip to HaLong Bay in between, but we wished we could stay longer at the Essence Hanoi. We were warmly welcomed on arrival, our rooms were upgraded and were big, immaculate, comfortable. A razor was a welcome inclusion in the toiletries! We found every member of staff to be equally helpful. We were able to leave luggage with them for two days whilst we were away and it was in our room ready for us when we returned.. The hotel is in the Old Quarter, in a very busy street offering all sorts of food, bars and restaurants: a busy, vibrant area. Food at the hotel was unbeatable, (although street food would be cheaper).

Reviewed July 24, 2018

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10.0
Exceptional
Yen from Malaysia
Couple
Stayed 2 nights in January 2017

Excellent stay”

We arrived around 10am (check-in time is 2pm) but because the room was available, they allowed us to check in earlier! Unlike some hotels that may be required to play by the rule book, Essence Hanoi Hotel and Spa gave us that convenience and comfort. Location is superb. Right smack in Tien Ha Beer Street which is very lively during our weekend stay. Food is all around. So no issue with trying to locate food. Staffs were very friendly and helpful. They helped us with any queries we had, like where to get pho (yumzzz) and helped arrange airport transfer, booked ground tour for us to Halong Bay. Even helped us with dinner reservations. Especially helpful when they can communicate in English! We stayed in Junior Suite. Worth every penny. Spacious and clean. Even gave us complimentary wine.

Reviewed January 11, 2017

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9.7
Exceptional
Chin from Malaysia
Couple
Stayed 1 night in October 2015

Great Hotel with Friendly Staff”

Friendly staff, good restaurant, convenient location

Essence Hotel is a wonderful place to stay in because of the friendly staff. We stayed 1 night at Essence Hanoi and 3 nights at the next door Essence D'Orient Hotel, as we were curious to know the difference. D'Orient hotel is actually an extension of Essence Hotel who bought over their next door building. So, they are essentially the same hotel, however having stayed at both hotels, our advice is to stay at Essence Hotel if you can, the difference in the hotel room price is a few bucks. The original hotel has a nicer reception area, electronic key card lock vs normal key, and the rooms do look a bit better and cleaner although facilities are the same. That being said, if you can overlook that, both wings of the hotel are great because they are manned by the same friendly staff!

Reviewed October 27, 2015

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10.0
Exceptional
Joseph from United Kingdom
Couple
Stayed 3 nights in November 2018

Perfect Boutique Hotel for Romantic stay in Hanoi”

We stayed 3 nights at The Essence Palace Hotel & Spa and cannot recommend it highly enough. Upon our arrival the Manager greeted us and told us that he wished to upgrade us. He showed us to our original room and then took us 2 minutes and away to their sister hotel. We were given a Superior 9 class Double Room ( the biggest possible upgrade) which had a private seated balcony overlooking the bustling Hanoi streets below. It was a clean and very comfortable room had a large bathroom and an expansive bath for relaxing in. The bed was huge, lined and sumptuous. Their Spa facilities are excellent. I arrived with a terrible back and neck ache but by the end of the 1hr massage I was pain free and asleep. The staff are a very courteous, very friendly young team that are always eager to help. Suzy deserves a special mention. She was our main point of contact who was always available to help, even whilst we were out and about in Hanoi. We can’t praise the hotel highly enough. Excellent.

Reviewed December 21, 2018

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9.3
Exceptional
Vivian from United States
Couple
Stayed 1 night in November 2014

Amazing Experience!”

staff, room, location

Essence Hanoi Hotel & Spa's staff is beyond exceptional. We have stayed at some of the best resorts in the world and still feel that the service and staff at Essence are top notch! It is a genuine concern for their guests as opposed to going through the motions of what good hospitality is. We accidentally booked for one person on our first night. Not a problem, they even upgraded us to a larger room! When we returned from Halong Bay, they upgraded us to an even bigger room and provided breakfast free of charge. Since we had a flight early the next day, they happily packed us a to-go breakfast bag. Their genuine warmth and love of their job shines through everything they do! Not to mention the hotel is spotless, the room was enormous and well-decorated and the location is right in the heart of Hanoi. There is no other option but to stay here!

Reviewed December 08, 2014

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9.0
Exceptional
Savindri from Sri Lanka
Group
Stayed 1 night in May 2013

Great stay! 10/10”

Best customer service, Great food, Nice rooms

My stay at Essence Hanoi Hotel was one of the best stays I have had in a hotel, period. The hotel staff were extremely courteous and always went out of their way to help us with anything we needed during our stay, whether it be extra coffee at breakfast or providing us with directions to tourist attractions. The rooms at Essence Hanoi can be compared to that of a 5 star hotel and are above and beyond the money that you pay for them in terms of comfort and amenities. The restaurant is one of the best ranked restaurants in Hanoi. Overall extremely enjoyable stay and I would recommend Essence Hanoi to friend and family in a heartbeat.

Reviewed June 02, 2013

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9.6
Exceptional
Phillipa
Couple
Stayed 3 nights in May 2019

Essence of Hanoi”

We enjoyed our 3 nights in Hanoi and the sensory overload that confronted us as we walked out the front door of our hotel. As this was our second time in this lovely city we chose Old Quarter over French Quarter this time. The Essence Hotel had friendly staff, lovely breakfast room and comfortable beds. We were not in our room or the hotel that much as we were out and about. If you simply want luxury hotel to spend time at then go to Sofitel Metropole but if you want to experience the true grit of the city stay at this hotel and explore the narrow streets. Staff booked any taxis we needed and were very friendly. Hot showers a huge plus too.

Reviewed May 14, 2019

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10.0
Exceptional
Liane from Canada
Family with young children
Stayed 2 nights in July 2018

100 % I would recommend this hotel to my family and friends. ”

There are 7 of us 4 adult with 3 children under 12 yrs old. As soon as we arrive we were welcome by the hotel staff. They serve us fresh fruit and drinks while checking in. The hotel staff provided us with great information especially Susie the hotel front desk manager. She helped us with our tour to Halong Bay and Sapa with an very reasonable price. Also arranged private transportation for our trip which give us more flexibility traveling with children . The room in Essence is very clean and the bed are extremely comfortable which give us a very good sleep . In the afternoon the hotel also served complimentary snacks . Me and my cousin also booked for their spa service... Excellent. We had to go back the next day . 100% I would go back to their hotel when I travel to Hanoi.

Reviewed July 23, 2018

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10.0
Exceptional
james from Canada
Family with teens
Stayed 1 night in February 2018

Perfect for us in every way!”

Loved our two night stay at the Essence Hotel in the Old Quarter of Hanoi. Because the rooms were a little on the small side and three of us were traveling we booked the family suite. That worked out perfectly for us. Travelers will find that most of the hotels in the Old Quarter are not large but the location is unbeatable. The staff are extra nice and go out of their way to make you feel at home. We love the Essence Hotel and highly recommend staying here!

Reviewed March 01, 2018

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10.0
Exceptional
Iwona from United Kingdom
Couple
Stayed 2 nights in November 2017

Excellent hotel”

The hotel has been recommended to us by a colleague and we are very glad that we followed her recommendation and are now happy to recommend it to other, even fussy, travellers). We landed at 5am (very tired) on a night flight from London to Hanoi and we were offered a room on arrival!!! The hotel is very clean, tastefully decorated and central (we walked everywhere). The bed and the pillows were very comfy. All the staff was extremely polite and helpful, especially Christine. The breakfast buffet was varied and delicious so as the evening menu in Essence Restaurant (our favourite was chicken rice Hoi An style). We visited a few restaurants in Hanoi on the basis of the Trip Advisor’s reviews but this one was our favourite and less expensive). We used the hotel’s SPA during a happy hour and the treatments were perfect. All in all we had a great stay.

Reviewed November 04, 2017

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9.3
Exceptional
Jeremy from United States
Couple
Stayed 3 nights in December 2014

Switcharoo”

Large, clean rooms with friendly staff

Essence has 2 connecting hotels that they claim are the same. We got switched from the nicer hotel and spa to d'orient. They told us it was an upgrade but after checking the prices they were identical. Our "city view" was looking at a building with an orange tarp on it. We were then told, that is what a city view of hanoi looks like. They did throw in free breakfast after we complained though. The entrance to d'orient is smaller and doesn't look like a hotel entrance, it almost felt liked they switched us because we didn't fit the image they were looking for to walk in the main doors to essence hotel and spa.

Reviewed December 29, 2014

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10.0
Exceptional
Kuan from Singapore
Family with teens
Stayed 1 night in June 2018

Great customer service ”

The customer service was fantastic. We went to Sapa and Halong Bay in between our stays in Hanoi and whenever we came back to the hotel from the respective short trips the staff would always remember where we have been and asked us how the trip was. This is so personal. Whenever we needed a cab, they would call the cab and made sure that the taxi driver knows where we wanted to go when the cab arrived. This helped us a lot since the taxi drivers are not conversant in English. Gracie and Bao have been very accommodating towards my request. On my last day of stay, I asked Gracie where I could purchase the Ao Dai and she recommended the shop Heydi. After our dinner we popped by at Heydi but we were only left with 10 minutes in the shop before closing. The staff Bao, who happened to be working at Essence Hanoi Hotel as well, was patient and waited for me to choose what I liked. In the end he had to wait for another 40 Min before he could leave for his next work shift. Apologies.

Reviewed June 16, 2018

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