How do we make guest happy?

[Nguyen Ngoc diep]

Many people ask us:’’ why are you fully booked all the times and have a high direct bookings from guest?” our simple answer is “Keep our guests happy during their stay” because a happy hotel guest will want to come back and stay again. There is no better advertising than a glowing testimonial from a satisfied guest and we really want to share you how do we keep our guest happy:

Never make guest wait to check in:

We acknowledge that travelers may be tired and a little grumpy from traveling all day to get to our hotel, that’s the reason, guest’s room and reservation are always and prepared properly before guest enter our hotel for check in. Our well trained and professional FO staffs are always in ready for welcoming guest and do the check-in procedure as quick and easy as we can, within 5 minutes. Is there a delay, make sure guest will have a welcome drink while waiting. In case guest comes to the hotel for check in early, guest can access the room immediately if we have the room available. If not, the large hotel lobby with sofas or the Spa & massage center always offers beds for guest to relax.

Excellent food and drink

We have all heard the expression that the way to a man’s heart is through his stomach. Well, that same thought applies to both male and female hotel guests. A complimentary breakfast is served on the top floor with variety of Western and Vietnamese food. The breakfast area is also installed a custom omelet station, guests start their day by telling our friendly chef exactly what ingredients they want mixed in with their eggs. Remarkably, guest can also order the set menu with some options of specialty of  Hanoi “Pho” (noodles soup).
A free breakfast is fine, but what about the rest of the day? Welcome drinks (smoothies or cocktail or beer) are always available on guest’s arrival. A coffee pot with premium coffee in every room is a small amenity that makes a difference from Hanoi Imperial Hotel to others. The minibar in room is also filled with ice, soda and snack with a very cheap price.

Accommodating the needs of families

Being a kid-friendly hotel is very appealing to people on vacation with their small children. Our hotel offers the biggest family rooms which can accommodate maximum 5 people. Our friendly staffs and many other small things that will have Mom and Dad smiling. Kids make be sure happy by our offers of video games and age-appropriate movies. For younger kids, a hotel offers electrical socket protectors, free loaner strollers and crib in room. To make kids really happy, we always try to make them surprise with a small toy or gift upon check-in.

Catering to the business traveler

Our friendly hotel offers free wireless service and having a business center where people can use the internet, read email and catch up on their important work. Inside each guest room, we have a comfortable work area with a convenient charging station for the different electronic gadgets that most business travelers carry. Printer and fax machine are available for free.

Nice and cheap massage

After spending all day sitting through boring lectures or meeting with clients, businessmen like to come home to our hotel room and relax. 
Having a body or foot massage at the Imperial Spa& Massage Center after a hard working day is a great idea. Located on the ground floor, our massage center delivers clean, safe, comfortable massage therapies and stress relief with a promotional rate during the year for in house-guests.

Airport transportation and other services

All vehicles are our hotel’s private cars and always guaranteed with safety and comfort for guests along the way. It is the best choice to avoid taxi scams that may cheat on you and take you to other hotel. 
For stay from 3 nights up, 1 way of airport transfer is offered complimentarily and these make guest’s arrival and stay more pleasant.

The Concierge service works 24/24 hours where guests can arrange for rental cars, buy tickets to shows or make a reservation for a trip to Halong Bay or Sapa, ect... Guests, especially business guests, are happier when they do not have to worry about making all of the small arrangements on their own.

Housekeeping services available 24/24

Guests do not want to have to worry about flagging down a housekeeper to get a few extra towels or another bottle of shampoo. If you want your sheets changed at two in the morning, for some strange reason, a hotel’s housekeeping department should be able to accommodate you. Our hotel always goes beyond guest’s expectations and this will make guest happy with our services.

Check-out is just as important as check-in

When guests are ready to check-out, it is our chance to leave them with a good impression of our hotel so they will want to return the next time they are in the area. Be friendly, we need to be sure that our guest enjoyed their stay and invite them to come back again.
We acknowledge that the happier the hotel, the happier the guest and when we make all our effort to show that it is more important that our guests are happy than it is to make money, that’s the all reasons why we are generously rewarded with happy guests and high bookings.