The hotel is amazing, indoor and outdoor pools are amazing. The area for kids is pretty good too and the gym is also top of the line. they might put some more machines to train lower body though. Ah the food, that is really good, if someone get here order the pasta, yes the pasta is good not only the vietnamese food is amazing. The burger needs some salt in the meat though

square mentality. People try to be nice but logic is not their strong points. Either they are too afraid of independent thinking or are too new and scare or being scolded by others. When we asked to some people to help us with basic stuff they got stuck with dumb things like not exchanging one of my 50 euros I gave them because it has a little dent. Also communication is a bit difficult with the staff that it is in the reception. If we give some request to people who are not in the desk they freeze completely or take it wrong.

Hotel is amazing. Great facilities. The room is beyond expectations. Staff are professionals and their English in a very good level. Ms. Ha in the reception is great!! We requested a car during disembarkation of our cruise at the pier, in order to transport us to Hanoi Airport for our domestic flight to Da Nang with a very limited time. Ms. Ha arranged everything in details, following up all the time (if we found the driver), even interested if we catch our flight!!!! Ms. Ha is amazing, well trained, friendly, caring and she is an asset for the Best Western Group!! Well done Ms. Ha!!

Expected bigger variaty of the breakfast. Overall, it was Ok.

Nice new hotel with good views and location. Room is big enough with standard equipment and facilities available. Some local attractions are nearby together with variants for local café, shops. Good breakfast with number of variants. Kids really enjoyed kids room - brand new and pretty spacious. Free parking for car or motorbike.

First thing - room wasn`t clean - floor was really dirty. Food in the restaurant is on a high side and meantime not so delicious - some of it we have to skip. Staff also been little bit confusing and mixed some orders. Not all English speaking.

I like the structure of the room, the color of the interior. Bathroom was so nice and luxurious. The bed's comfortable level was ok. Lighting was very relaxing. The room is sufficiently spacious so sometimes I just want to stay in and not go out visiting places. The personal care products (shampoo, body wash...) they provide also feels luxurious and smell good. Also, the kid space on the lobby floor is excellent! My little brother enjoy bonding with other kids there! Tv's internet is stable! I watched movies all the time I was there.

The air conditioner has a mechanism to run for a while and then turn off for a while. It's not a matter for me because I had a low blood pressure and can't stand AC for too long, but my brothers in the other room complain about it.

Beautiful hotel with fantastic views of Ha Long Bay. Reception and dining staff is friendly, professional, and very helpful. Rooms are modern, well appointed and comfortable. We had an issue with our initial room and staff resolved quickly even providing an upgraded room.

The manager of the breakfast seemed uninterested in the guests, sitting continuously at a table on his phone or eating. Failed to acknowledge us as we passed and only spoke because we spoke to him.

The hotel was lovely. The pool was rather nice. We had a nice view of the bay. The staff were friendly. We like the neighborhood, because it's away from the main tourist drag, so it's quieter and there are more local food options.

They have a "jacuzzi" but it's kept at a lukewarm temperature, so it's not really a jacuzzi at all. It's hard to find jacuzzis and heated pools in Vietnam, so I was excited that they had one and then immediately disappointed.

- comfortable clean rooms with great bathroom and good shower - balcony you can sit on with table and chairs with beautiful view of the bay - friendly staff at hotel - great gym really clean and good equipment - 3 big bottles of water refilled each day in room

- extremely noisy building works beside the pool outside so it meant we had to leave after 10 minutes we couldn't relax. Also a staff member comes and sits directly opposite you to watch you at the pool which seems a bit strange as we are two adults and capable of being at the pool alone. We went to indoor pool but no comfortable lounges to relax on to read and the staff member followed us there too. - no menu in room to indicate there was room service for food and drinks - only one towel provided in room, one coffee and one of every item in mini bar which seemed odd and had to keep calling to ask for one extra which was frustrating.

Room was very spacious and clean, the bay view is amazing. Breakfast is quite pricey, but the variety and quality of food is great. In December there were very few open restaurants in walking distance. We tried the hotel's restaurant, prices were reasonable for a 4-5 star hotel, food was good. Taxi drivers know "Sapphire", they don't understand Best Western.

Seriously, don't wake up guests at 11 pm because you forgot to charge for a water at dinner.

Big room and big bathroom. Good size gym (but no sweat towels or towels at all, or spray bottles and wipes to wipe down the sweat form the person who previously used the machine).

In the gym there was no sweat towels or towels at all, or spray bottles and wipes to wipe down the sweat form the person who previously used the machine. There was sweat all over the machine with nothing to wipe them down with. The air con was set at 26 degrees Celsius in the gym which was way to hot.

Loved the menu selection and how accomodating the staff were! They went above and beyond for our anniversary and even set up a beautiful room for the occasion! We loved staying there! I would definitely recommend opting for the ocean view so that you have optimum experience!

The inability to take the pool towels up to the room. That was a small hassle, but understandable.