dannyn103
Couples · December 202510/10
My husband and I stayed at the JW Marvel Hotel in Hanoi from November 23rd to 27th, and the experience was truly outstanding, primarily due to the phenomenal service from both the front office and the...My husband and I stayed at the JW Marvel Hotel in Hanoi from November 23rd to 27th, and the experience was truly outstanding, primarily due to the phenomenal service from both the front office and the F&B teams.
From the moment we arrived very early in the morning, tired from our flight, we were met with incredible warmth. The Front Office Manager, Jayce, led his team in providing a welcome that went far beyond standard hotel protocol. Instead of standing at a counter, we were invited to a comfortable sofa area and offered hot tea and a traditional Vietnamese sweet treat, which was a lovely and hearty touch.
Jayce was professional, incredibly well-prepared (showing us a portfolio of information), and spoke excellent English with a gentle, clear tone that made us feel instantly comfortable. He provided personalized recommendations for the best Bánh Mì and local snack shopping options and consolidated all this information into a precise WhatsApp message for my husband, which was extremely helpful. His passion for service and for Hanoi truly shines through.
The entire front office team was equally sincere and impressive:
An NY answered many of our queries and always greeted us so warmly that returning to the hotel after a day of exploring felt like coming home.
Linh, Khuyen, Hien, Trang, and Hieu all contributed to an atmosphere where we felt like friends rather than hotel guests.
One team member also spoke exceptional Mandarin, which was very impressive!
A special shout-out to the F&B Team during breakfast time: The variety might not be huge, but it was more than enough for us, and the quality was superb. I absolutely loved the salad—I ate three bowls in one go! The fresh veggies and a light but yummy dressing were perfect. The homemade yogurt with loads of nuts was also a fantastic highlight. We want to recognize Manager Thuy for running such a smooth operation, Chefs Giao and Hop for the delicious food, and the service team—Linh, Zoe, and Loc—for their wonderful attentiveness every morning.
The most touching part of our stay was a complete surprise. It was my husband’s birthday in November, and Jayce noticed this detail. On our second night, he arranged a lovely birthday decoration for our room and sent up a surprise birthday pancake! My husband and I have traveled on his birthday many times before, but this is the first time we have ever received such a thoughtful, unsolicited surprise. This sweet memory made our trip truly unforgettable.
Across the board, the staff were sincere, polite, and genuinely attentive. They worked incredibly hard to address our specific needs, and we noticed they offered the same high level of hands-on service to every guest they interacted with. This genuine dedication to hospitality really sets this hotel apart.
The JW Marvel Hotel is a beautiful property, but it is the staff's genuine kindness and impeccable service that elevates it to one of the best hotel experiences we have ever had. We highly recommend this hotel to anyone visiting Hanoi.Show More
