Cristina Center Hotel & Spa

This was by far the worst hotel experience I’ve ever had (and I’ve traveled quite a bit, including in Vietnam). My friends and I booked this hotel based on the photos of the room on ***********, but what we found when we arrived was completely different and shocking. The room was dirty, smelled awful, and was incredibly noisy—definitely the last thing we needed after a long trip to Hanoi. Although the staff greeted us with smiles, when we raised our concerns and asked for a full refund and cancellation, it turned into a frustrating, hours-long ordeal. Instead of a simple solution, we found ourselves caught in what felt like a haggling session at a market, trying to get back the money we’d paid for over two hours. The manager’s response was just as bad as the staff’s. In the end, we had to pay for a night we didn’t stay (and we had to find a different hotel that same night), even though they admitted the pictures didn’t match reality. They blamed *********** for that and argued that the cancellation was our fault, not their misleading advertising. Avoid this place if you value your time and money!

I want to warn anyone considering a stay at La Charm Hotel and Spa (former name Cristina Center Hotel and Spa) in Hanoi to think carefully before booking. Our experience here was extremely frustrating and disappointing due to deceptive photos, poor customer service, and unprofessional handling of issues. We arrived yesterday evening after booking two rooms based on the photos from a popular booking app, which showed modern, comfortable spaces. However, upon entering our rooms, we were immediately disappointed—they looked nothing like what was advertised. One room faced a noisy street, and both were cramped and worn down, far from what we expected. After only a minute in the rooms, Upon raising these issues with the staff, we requested to change rooms. Initially, they told us no room changes were available for that night but that we could switch to a quieter room the next day. Curious about their offer, we checked the alternative room they proposed, only to find it was essentially a basement room with no windows at all. From the first moment we raised our concerns, the staff simply apologized and repeatedly said there was nothing they could do. They seemed unwilling to acknowledge that the rooms were not as advertised, offering only minimal discounts on our stay, which we did not want. We just wanted to leave with a full refund, but we faced a wall of unhelpful responses that felt impossible to break down. The staff then called the manager multiple times, hoping he would step in to help. However, he was equally unhelpful, insisting that no other guests had ever complained—despite the fact that, during our two-hour conversation, we met other guests at reception also requesting a room change because they had been misled by the photos online. Rather than take responsibility, the staff and manager kept adjusting their “policies” on the spot, but that didn’t address our main issue: we felt we had been deceived by inaccurate photos, and we simply wanted to cancel the booking with a full refund. We wasted two hours dealing with this, lost valuable time on our trip, and endured unnecessary stress over what should have been a straightforward situation. In the end, the hotel’s lack of transparency, dismissive attitude, and unwillingness to resolve our concerns professionally were incredibly disappointing. If you value honesty, reliable service, and accurate advertising, I strongly advise avoiding this hotel. They rely on outdated, inaccurate photos to lure guests and refuse to take responsibility for it. Save yourself the trouble and book elsewhere. Always check rooms before paying there, once you pay - you'll face a wall that can't be broken. I’ve stayed in multiple hotels across northern Vietnam during my trip, including in villages, and I have never experienced such poor conditions or encountered such a scam with such unprofessional and disrespectful treatment. No charm at all at this hotel.

The people who work there were very kind during our stay and helped us again in a second moment when we were supposed to go to a different accommodation which turned out to be unsatisfactory. The staff from Cristina Center Hotel promptly offered us a room for those nights.

Dirty, smelly, like a building site. Rooms old and shabby, beds hard. Toilet door did not even shut never mind lock. Noisy. Did not feel safe so left. Probably part of a scam so beware. Do not recommend in any way.

Khách sạn nằm ở trung tâm thành phố, phòng rộng , nhân viên cực kì thân thiện và hữu ích Rất khuyến khích các bạn ở tại khách sạn này , ngoài ra họ còn có các tour du lịch với giá tốt hơn ở các văn phòng du lịch xung quanh Bữa sáng đơn giản và cần được kiểm tra kĩ các phòng hơn