1 bedroom, minibar, in-room safe, individually decorated
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Reviews of Gem Premier Hotel & Spa

3.5 out of 5
Gem Premier Hotel & Spa
54 Ngo Huyen Street, Old Quarter, Hanoi

Reviews

8.8

Excellent

Rating 10 - Excellent. 610 out of 938 reviews" "
Rating 8 - Good. 161 out of 938 reviews" "
Rating 6 - Okay. 82 out of 938 reviews" "
Rating 4 - Poor. 43 out of 938 reviews" "
Rating 2 - Terrible. 42 out of 938 reviews" "

9.0/10

Cleanliness

9.2/10

Staff & service

7.0/10

Amenities

8.6/10

Property conditions & facilities

5.2/10

Eco-friendliness

Reviews

2/10 Terrible

Johanna

Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
It was our worst stay ever! Don’t go to this hotel! We arrived late in the night and then they moved us to a different hotel close by. In the morning they told us that we need to move the hotel again. The communication was really bad. They told us that the hotels don’t cooperate and we need to arrange the move by ourselves. We went on a tour the day and when we came back they moved our whole stuff to the other hotel. Once we arrived there to hotel room was very dirty and we had a water leak in the bathroom. Surprisingly the breakfast was at the other hotel where we stayed the night before (but they don’t cooperate). We felt so unheard that we couldn’t stay there one more night.
Stayed 2 nights in Feb 2024

4/10 Poor

Emily

Liked: Cleanliness
Disliked: Property conditions & facilities, room comfort
Stayed 3 nights in Jan 2024

2/10 Terrible

Viet

Stayed 1 night in Jan 2024

8/10 Good

Liam

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Nice cosy hotel low cost in great location
Staff are amazing and friendly very helpful. Location of the hotel is great within a 5 minutes walk from all the important destinations and some great food spots. WiFi is very temperamental so doing work was difficult. And the walls are quite thin so if someone is noisy you can hear it clearly
Stayed 3 nights in Jan 2024
Response from SM on 19 Feb,2024
Thank you for taking time to sharing your feedback

8/10 Good

Elizabeth

Travelled with partner
Liked: Cleanliness, staff & service
The property itself is great value for the money, but what really makes it worth a visit is their concierge, Jenny. She is FANTASTIC. She was always available to answer our questions, take care of bookings, etc. rooms were clean but basic and the included breakfast was good. Still can’t say enough good things about Jenny however, she really helped us so much on our first visit to Vietnam!
Stayed 3 nights in Jan 2024
Response from Jenny Nguyen on 19 Feb,2024
I greatly appreciate the time you have taken to provide me with this valuable feedback.Thank you

6/10 Okay

Kiem duc

Disliked: Amenities
picture is misleading-- water is not drained well in the bath- fading paint o the wall- air conditioner is not working
Stayed 2 nights in Dec 2023
Response from SM on 19 Feb,2024
I greatly appreciate the time you have taken to provide me with this valuable feedback.

6/10 Okay

Sara

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
The room was not as the picture. It was too overcrowded and outdated. It didn’t feel clean, the plugs didn’t work and there was no toilet paper in the room. The staff were very helpful and quick at getting us into a room as we arrived in the early hours. Staff were friendly and allowed us to leave our luggage for as long as we needed. Nice enough to look at in the front, but our room needs updating, decluttering and electrics fixed.
Stayed 1 night in Jan 2024
Response from SM on 19 Feb,2024
Thank you for your feedback

2/10 Terrible

ALBERTO

Stayed 3 nights in Dec 2023

6/10 Okay

Aidan C

Stayed 1 night in Dec 2023
Response from SM on 19 Feb,2024
Thank you for your feedback

6/10 Okay

Rajanayagam

Travelled with family
Disliked: Amenities, property conditions & facilities
Location is convenient but car or taxi can't go near to the hotel since hotel is located in a small lane. You need to walk for 500 m to get to the car or taxi. Water supply in the toilet is very poor. Can't even flush the WC and have a proper shower. Not suitable for a family.
Stayed 3 nights in Dec 2023
Response from SM on 19 Feb,2024
Thank you for sharing your feedback

8/10 Good

ALEXANDER

Liked: Cleanliness, staff & service, room comfort
Front desk was very friendly and accommodating despite our 11PM check-in. Rooms are large albeit ageing. Location is good for Hanoi.
Stayed 1 night in Dec 2023

8/10 Good

CHAU

Clean
Stayed 3 nights in Nov 2023

8/10 Good

Sunshine

Stayed 1 night in Nov 2023

4/10 Poor

Lan Anh

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good location, decent breakfast but that are all good things I can say about the place. It's run down, dirty!!!
Stayed 5 nights in Oct 2023

2/10 Terrible

Martin

Travelled with partner
Disliked: Cleanliness, staff & service, property conditions & facilities
Not at all like ot says on website air conditioner dripped through electric light onto bed TV wasnt working, breakfast was laid out in another hotel, and little flying midges aĺ over it A twrrible expwrience we cut short our sray there
Stayed 2 nights in Jul 2023

2/10 Terrible

Aaron

Disliked: Cleanliness, staff & service, property conditions & facilities
Do not book here - SCAM
I recommend staying at a hostel over this. This hotel is completely misrepresented on Hotels.com. I am upset that the website even allows it’s listing to continue when the rooms and amenities very clearly do not match the photos shown. When we arrived the first hint something was wrong was that the front desk area looks nothing as pictured on the website. My husband and I found out later this is a picture of another hotel down the street, how is this allowed? When we got to our room, yes the furniture looks like it is the same furniture from the photos - but after years of neglect. We paid for the honeymoon suite - there was nothing romantic about this room. It was dirty with clear dirt on the floors, baseboards and smudges all over the walls. The wallpaper was peeling completely off in some places and there was some kind of insulation foam / caulking that was hastily done in other places to keep the walls together. The 5th floor city view from our room looked out upon what looked to be an abandoned building used for laundry. What I thought would be a wonderful soaking tub was dirty, had not been polished in a long time, and had no hot water. The floor of the bathroom was covered in water when we arrived and never dried. The only pros of this room was the location in the Old Quarter and grainy English movie channel on the TV. We were totally ripped off by the pricing, no one should stay in any room here for more than $15 USD a night (we paid $55).
Stayed 1 night in Dec 2022

6/10 Okay

HeeDong, Odessa

Travelled with group
Disliked: Cleanliness, amenities, property conditions & facilities
This property located in middle of backpackers' alleyway... but perperty has 2 buildings. Recommend "Veris" morden than this "Gem"
Stayed 1 night in Jan 2023

8/10 Good

Steph

Liked: Staff & service
Stayed 1 night in Jan 2023

2/10 Terrible

Bao

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
It’s a run down, wall in the hole motel. So dirty, dusty and many things broken from shower to outlet, bed, chair, etc. Don’t trust the photos shown, check out the room yourself. Pricey for this crappy motel
Response from Tom Nguyen Hoang ( Mr.) on 30 Dec,2022
Thank you for your review !

2/10 Terrible

Susan

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
I booked two rooms here for 3 nights from Dec 24-26, 2022 through Expedia website. When I arrived, the hotel did not look like what was presented in the photos of the booking site. The hotel rooms were old, out dated, the lamps didn't work, missing art work on the wall, pain peeling, buggers splatter on the bathroom wall, bath towels had holes in them with some type of yellow stains. The room smelled musty and like it had a smoker living in it for years. I cannot not express the difference between the website pictures and the actual hotel room, it was night and day. Not to mention the lack of customer care, they had no receptionist and their phone number is not in service. No refunds available at the moment, I've been charged for 2 rooms for 3 nights that we did not stay at. Expedia is saying they need to contact the hotel( which their number is out of service) and the hotel staff is saying I need to talk to Expedia. Getting the run around from both parties. I would not ever suggest anyone book at Gem Premiere Hotel and Spa. This was a family trip for us and it out a big damper on out family vacation.
Response from Tom Nguyen Hoang ( Mr.) on 30 Dec,2022
Thank you for your review !

4/10 Poor

Rachel

10/10 Excellent

Cuong

6/10 Okay

Penny

Travelled with group
Liked: Cleanliness
Disliked: Room comfort
Fine for a night
Fine for a place to crash before heading to Ha Long Bay for a cruise...plus they let us keep our luggage there on the way back before our flight. Beds were firm, address little hard to find (no cars allowed on their road) & hotel over multiple buildings. Wifi worked & easy to walk around Old Quarter area. Welcome drinks weren't served due to late arrival.
Stayed 1 night in Nov 2022
Response from Tom Nguyen Hoang ( Mr.) on 3 Dec,2022
Thank you for your review !

6/10 Okay

yoshiko

Stayed 1 night in Nov 2022
Response from Tom Nguyen Hoang ( Mr.) on 3 Dec,2022
Thank you for your review !

4/10 Poor

Teom Neng

Travelled with group
Disliked: Staff & service, amenities, property conditions & facilities
The shower was disappointing, water pressure not strong and there was no kettle inside the room despite packets of instant hot drinks provided. Other than that acceptable for short stay though as amenities are not too bad around this accommodation.
Stayed 2 nights in Oct 2022
Response from Tom Nguyen Hoang ( Mr.) on 14 Oct,2022
Thank you for your review !

2/10 Terrible

Danny

Travelled with group
Disliked: Staff & service, property conditions & facilities
Ok
Stayed 1 night in Jun 2022
Response from Victor Nguyen ( Mr. ) - Director of sale on 26 Jul,2022
thank you for your review !

10/10 Excellent

Charles

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Excellent
Stayed 1 night in May 2022
Response from Victor Nguyen ( Mr. ) - Director of sale on 26 Jul,2022
Thank you for your exceptional review !

6/10 Okay

Vinicius, Singapore

Disliked: Cleanliness, amenities, property conditions & facilities
There are no VIP excess Hotel condition was extreme bad no maintainace 3 lights / 2 power point are not in working condition Bathroom accessoty such as hand Shower badly damage. Regret expedia should check before selling thier room. Worst hotel i ever stay. Moreover exoedia price in very much higher. Not worth 5usd for that room i paid sgd30 .
Stayed 2 nights in May 2022
Response from Victor Nguyen ( Mr. ) - Director of sale on 26 Jul,2022
Thank you for your review !

6/10 Okay

Vuong

Stayed 4 nights in May 2022

6/10 Okay

Verified traveller

Stayed 5 nights in Feb 2020
Response from Mr. Tom on 30 Mar,2020
Thank you for your review !

2/10 Terrible

Hayden

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
THIS HOTEL IS A DISGRACE....whomever took the pictures deserves some award. Arriving at the hotel the staff seemed pleasant and semi efficient. After we checked in we were lead to our room, I immediately noticed how dirty the hotel was and how the walls were crumbling. We were taken into a room that at superficial glance looked ok but then the surroundings sunk in. Dirt on the walls, dirt on the floors, bed as hard as a rock. The linen smelt and looked like they had used the same linen since the 80’s. The toilet was leaking on the floor. We wanted a drink so went to reception and asked them how to get to the roof top bar (that they use as the primary picture when advertising) only to be told that it was no longer there. We asked them to the fix the toilet and went out. On our return they said it was fixed but when we got back it was still leaking all over the floor. I picked up a towel to soak up the water and the towels smelt as if they had been washed in a cigarette factory
Stayed 4 nights in Dec 2019
Response from Mr. Tom on 11 Jan,2020
Thank you for your review !

6/10 Okay

Verified traveller

Business traveller
Disliked: Cleanliness
The facility is older than I expected. The room I stayed in have some furnitures that are very worn out. Towels and pillows can be updated.
Stayed 1 night in May 2019
Response from Mr. Tom on 7 Jan,2020
Thank you for your review !

4/10 Poor

SHIRA

Disliked: Staff & service
Booked into gem and when arrived said the hotel was fully booked and moved us to a lower quality hotel and never compensated for the change.
Stayed 1 night in Dec 2019
Response from Mr. Tom on 26 Dec,2019
Thank you for your review !

6/10 Okay

Christopher

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Nov 2019
Response from Mr. Tom on 22 Nov,2019
Thank you for your review !

2/10 Terrible

Anil kumar

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
SCAM.. photo by hotel.com is trap..refer review
They are cheaters. Unfortunately i read review after I trapped. They have done same with many customer. You will book for GEM suite room but after you check in they will ask you to go 20 Mtr away in another old building with full off smell and dirty even not worth $20. Hotel.com team looks also involved. I made 2 time call each time 20 min over international roaming but no use..I spent another $100 on roaming call to singapore. Nightmare..
Stayed 1 night in Sep 2019
Response from Mr. Tom on 22 Nov,2019
Thank you for your review !

8/10 Good

Ng

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Sep 2019
Response from Mr. Tom on 16 Sept,2019
Thank you for your good review ! We loved your words and we're hope can serve and welcome you and your family on next trip in Hanoi Old quarter ! All the best to you,

8/10 Good

Chun Wui

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Was assigned to stay in their sister hotel
Check-in counter is at the next door hotel. Staffs are very friendly but unfortunately I was assigned to stay in another hotel along the main street named The Art Classic Hotel, as there are no available room at Gem Premier. I was given a room on top floor. The breakfast is very simple and not much choices.
Stayed 1 night in Aug 2019
Response from Mr. Tom on 20 Aug,2019
Thank you for your review ! We're working hard to serve the great customer like you.

10/10 Excellent

Verified traveller

Business traveller, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Lovely boutique hotel with best services . All staff were amazing, so welcoming and helpful,
Stayed 2 nights in Jun 2019
Response from Mr. Tom on 21 Jun,2019
***** Thank you for your wonderful review ***** We loved your words so much and we're hope can welcome you and your family on next future. All the best to you,

8/10 Good

DanneyLeow, Singapore

Travelled with family
Liked: Cleanliness, staff & service
Was here 3 years ago so was looking forward to stay in their new wing but no luck this time round. Rooms are clean and tidy but the hardware like aircon, tv, fridge,toilet seriously in need of servicing or replacement. Only positive comment for the ever friendly ,helpful(Jenny) and honest staff(oops forgotten her name sweet looking specky girl) that made up for the negative comment. Upon checking out, I left my mobile phone at the lobby and she ran to the main road just in time to return me the phone before the taxi drove off. :)Appreciated !
Stayed 2 nights in May 2019
Response from Tom Nguyen Hoang ( Mr. ) - sale manager on 24 May,2019
***** a wonderful review ***** Thank you for your good review ! Our team was very delighted to see your review with lovely words about our rooms, our staffs, our facilities and we're very happy to meet you again and we're hope can welcome and serve you on next future ! All the best to you,

10/10 Excellent

Verified traveller

Travelled with partner, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It’s been a wonderful holiday and fabulous hotel to stay in. We spent two nights in this hotel and we like it so much. Love the room, we had a big room with a small private balcony and the bath tub is so nice.. Peoples in the hotel are extremely friendly and nice and they arranged our Honey Package. Tom was amazing responding to emails and any changes we thought about. I must add that we actually only booked about 4 weeks before the trip! He quickly replied with a suggested Itinerary (with what we had asked to do & what she suggested) which worked out perfectly! We went to Ha Giang..Hoi An...Hue... Saigon...a 7 night Mekong river cruise on "The Jahan"....Siem Reap (20days). All transfers, hotels, tours, drivers & guides were excellent. The cruise was truly amazing & would highly recommend it.
Stayed 1 night in Apr 2019
Response from Best Regards on 3 May,2019
Dear Our Value Customers. Warmest greeting from Gem Premier Hotel & Spa Thank you for taking the time to share such a great comment on Expedia about your recent stay with us. It’s very heartwarming for us to know that you felt absolutely satisfied with our services. We look forward to welcoming you back to the hotel in the near future

10/10 Excellent

Verified traveller

Travelled with family and small children, Business traveller, Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Vilken underbar personal alla var glada och hjälpsamma ett extra plus till Jenny hon hjälpte till med allt från information till problem med laptopen på rummet. Rummet var rymligt likaså badrummet, sköna sängar och bra städning. Restaurangen ok frukosten hade allt att önska och de odlade egna grönsaker i köksträdgården. Massagen den bästa vi fick i Vietnam. Läget var lugnt och bra mellan stranden och stan. Cyklar lånades ut gratis och 5 min till stan.
Stayed 2 nights in Apr 2019
Response from Best Regards on 3 May,2019
Dear Our Beloved Guest. Thank you very much for taking your precious time to write us your review and feedback. I am delighted to have your compliments on our resort facilities and service. It is great that you enjoyed your stay. On behalf of everyone at Gem Premier Hotel, I really appreciate your support and feedbacks. Wish you all the best.

2/10 Terrible

Siemone

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
DO NOT STAY HERE
Do not stay here. These people are dishonest and quite frankly I felt in danger. After being asked multiple time am I travelling alone, I was taken away to an entirely different property, thrown into a strange room at the bottom of the stair, that stank of mould, now window or a proper door. To be honest I felt like I was in a scene from the movie 'Taken'. After a huge argument I finally managed to get out of there and put into another hotel, where I was warned to lock my windows and door at night. I had to sleep with furniture up against the door. It was a dreadful experience The rooms look nothing like this. The hotel - unrecognisable!!!!
Stayed 1 night in Apr 2019
Response from Mr. Tom on 19 May,2019
Thank you for your review ! We're so sorry for inconveniently to stayed in our hotel !

10/10 Excellent

Nimish, Ho Chi Minh

Travelled with family, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Servizio Ottimo si trova vicino al centro della città . personale ottimo la receptionist Jenny fantastica.... Di sera la città e fantastica e l hotel e proprio nel centro. Lo consigliamo vivamente..tutto il personale ti aiuta e cerca di soddisfare i tuoi desideri..
Stayed 4 nights in Apr 2019
Response from Best Regards on 3 May,2019
Dear Nimish . Thank you for letting us know how much you value your stay with us. and liking the services in Our team, especially Ms. Jenny and team will be thrilled to know they made such an impression on you, Our Team will do their best to make our beloved guest feel relax, comfortable, satisfied and have smile on their face before they leave in our hotel Once again thank you for sharing your wonderful experienced

8/10 Good

Ali, USA

Travelled with partner
Liked: Staff & service, amenities, property conditions & facilities
Overall, the hotel was in an amazing location and the staff were extremely helpful. We got upgraded on our arrival (it really wasn’t much of an upgrade). They must have JUST finished painting because it smells very strongly of paint. This improved when the AC was on but appeared again when it was off. We stayed a total of 3 nights and on the last two days, our room smelled VERY strongly of sewer. Otherwise, the hotel is very clean! Hot water and AC worked great. The staff was fabulous. Breakfast was also really great. Bed was somewhat firm but that’s to be expected of Asian countries. Aside from the smells, everything was great!
Stayed 3 nights in Apr 2019
Response from Mr. Tom on 30 Apr,2019
Thank you for your good review !

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Apr 2019
Response from Mr. Tom on 26 Apr,2019
Thank you very much for your excellent review ! We're working hard to serve the great customer like you. Have a wonderful day to you,

6/10 Okay

Joanna

Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
You get what you pay for
The windowless room was clean- the tv worked, they provide a nice robe and slippers are ok- the shower stall has no door and the bath mat is soaked in a few seconds- breakfast is fine with eggs to order and a pretty extensive menu selection that they serve really fast- what’s iffy? The cost is unbeatable but the furniture is pretty worn however that is negligible considering how I am rarely in my room during vacation- area is in a narrow alley surrounded by other hotels etc and it is literally around a corner or two from St Joseph’s Cathedral and in a pretty central area- you can decide
Stayed 3 nights in Apr 2019
Response from Mr, Tom on 21 Apr,2019
Thank you for your review !

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Wonderful staff and beautiful room. Very comfortable. Delicious breakfast. Highly recommended!
Stayed 2 nights in Apr 2019
Response from Mr. Tom on 20 Apr,2019
Thank you for your wonderful review !

8/10 Good

Chua

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 5 nights in Apr 2019
Response from Mr. Tom on 17 Apr,2019
Thank you for your review !

4/10 Poor

Jon

Liked: Cleanliness, room comfort
Disliked: Staff & service
Terrible service
At check in things seemed ok. When we got to the room, there was no wifi in the room (just in the reception). I called the front desk and they said they would fix it - but throughout our stay we did not have wifi. The next morning we had breakfast (which was ok - not great) and left to tour Hanoi. Within 3h of being out, 2/3 people in our group got really sick (food poisoning from breakfast). We all rushed back to our room. When we arrived back, we found our air conditioner broken, leaking water all over the vanity and onto the floor. It was like Niagra falls in the room. We called the front desk immediately and after almost 20 mins later they sent someone. In addition, this water incident ruined my super expensive make up and hair straightener (that were on the vanity), When I went down to talk to the manager I was sick, and my stuff was ruined - the manager was not at all sympathetic and said there was nothing they could do. On top of it, they blamed us for leaving the AC on. There was nothing that said we should have turned off the AC. If that is the expectation, it should be communicated or they need to install the keys that turn off electricity when people are not in the room. Such bad hospitality and getting sick was just the cherry on top of a terrible stay.
Stayed 2 nights in Apr 2019
Response from Mr. Tom on 17 Apr,2019
Thank you for your review !

6/10 Okay

Verified traveller

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Not perfect, but fair
The air condition in the room has water dripping. The manager had someone come to fix it, but then it became very noisy. Luckily we changed to another room.
Stayed 1 night in Mar 2019
Response from Mr. Tom on 9 Apr,2019
Thank you for your review !