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    Frequently Asked Questions

    COVID-19: What measures are you taking to ensure the health and safety of your staff and guests?

    We are constantly evolving our offering to increase the level of health and safety for our guests and staff, so you may notice some changes during your stay. It is always our aim to ensure the highest level of service standards so if there is anything we can do to make your stay more comfortable please let us know or click

    https://www.frasershospitality.com/covid-19-update.html

    COVID-19: Can I cancel or amend my reservation that was booked directly via your website?

    We have instituted a series of cancellation and postponement policies to ensure that you benefit from it.

    New reservations (for bookings made between now till 30 Sept 2020):
    • Full waiver/cancellation of any stays (14 days or less) before 30 Sept 2020
    • Cancellation must be made at least 24 hours to arrival date. Any changes to existing reservations will be subject to availability and rate differences.

    Existing reservations (including pre-payment and advance purchase rates)
    • Full waiver/cancellation of any stays (14 days or less) before 30 Sept 2020
    • For stays beyond 30 Sept, you can choose to postpone your stay or request for a cancellation (subject to terms & conditions).

    As policies may vary from time to time due to changes in local government regulations and travel restrictions, please contact us directly.

    COVID-19: Can I cancel my reservation that was booked via third-party or online travel agents?

    Bookings made via third-party or online travel agents should be referred to the booking vendor directly for more information on their cancellations / amendments policies.

    COVID-19: Are you accepting new reservations / check-ins?

    We are currently accepting new reservations and welcome all guests in accordance to local regulations and recommendations. 

    Our Reservation Team will be in touch with all guests that have an upcoming reservation. Due to the developing situation of COVID-19 and its uncertainties, we will work alongside you to allay any concerns you may have with regards to your reservation. To find out more, please contact us at sales.hanoi@frasershospitality.com.

    COVID-19: Is your property being block-booked by the government / used as quarantine facilities?

    Fraser Suites Hanoi is not being used as a quarantine facility. We are continuously monitoring the situation and remain in direct contact with the local government to ensure that communication remains open and that the most relevant information given to our guests and staff is up-to-date. 

    COVID-19: Has Frasers Hospitality been awarded with any Hygiene Accreditation?

    At Frasers Hospitality, we have painstakingly and methodically implemented requirements above and beyond what is mandated by the WHO and relevant authorities. All of our properties, in their respective regions, are working towards acheiving the necessary accredition set out by the local authorities. 

    COVID-19: What are the sanitation routines and policies in place now due to Covid-19?

    We are actively monitoring the Centers for Disease Control and Prevention and World Health Organisation for the latest policies. We have heightened our preventive measures and our staff are well-informed to assist guests to ease any anxieties. This includes, but not limited to:

    • Intensified cleaning and sanitizing of public spaces and facilities
    • Clear and instructional guides/poster placed throughout to facilitate safe distancing requirements
    • Contactless payment options made available
    • Availability of masks, sanitizers and thermometers upon request
    • Daily security and temperature checks of staff and guests
    • Alternative arrangements for food and beverage
    • 24/7 management support team to implement any additional and immediate measures recommended by health authoritie

    COVID-19: Are there screening measures in place for guests and staff?

    Anyone (guests, staff, visitors and vendors alike) entering the property premises will have to undergo temperature screening and adhere to stringent safe distancing measures in place. 

    COVID-19: What happens if another guest within the property is infected with Covid-19 during my stay?

    We have instituted a stringent set of protocols and precautionary measures to ensure that you remain safe at all times. All of our staff are also well equipped and trained to handle such situations. We constantly remind all guests and staff to remain vigilant, practice good hygiene, and to immediately seek immediate medical attention if they are feeling unwell. Please be assured that our team is always on ground to offer the necessary assistance in times of crisis or uncertainties. 

    COVID-19: Are the hotel facilities open for usage?

    Our recreational and meeting facilities, such as the gym, swimming pool are open to guests, however guests are required to maintain social distancing and practice good hygiene when using these facilities. 

    COVID-19: Will Food & Beverage services be available? How will they be handled?

    All of our F&B facilities remain open. Guests or patrons are spaced a distance apart at all times (i.e. within the premise and when queuing). 

    Where can I find the best rates?

    Our best rate guarantee and promotions are available at our Offers page

    What kind of services and facilities do you offer?

    Fraser Suites Hanoi offers a full range of facilities and services within the property. For a comprehensive list of our facilities, please click here.

    How do I get to the hotel?

    It is recommended to get to Fraser Suites Hanoi via a taxi.

    How to reach the hotel from the airport?

    It is recommended to get to Fraser Suites Hanoi via a taxi from the hotel. Alternatively, feel free to contact us to arrange for the limousine service prior to your arrival.

    Do you provide an internet access?

    Complimentary cabled and wifi access is available throughout the property.

    Where can we eat?

    An all-day dining restaurant, Truffles is located within the property. There are various international and local restaurants nearby, simply check with our Client relations Executive and they will gladly recommend them to you.

    How to make the best experience of Hanoi?

    There are lots to see and do in Hanoi, each attraction offering a different and unique experience. Check out the attractions on our Attractions page or check with our Client relations Executives for recommendations.

    When is the check-in time?

    The check-in time is 14:00.

    When is the check-out time?

    The check out time is 12:00. Should you like to request for a late check out, kindly check with our Client relations executive.

    What time is breakfast served?

    Breakfast is served from 6:00 - 10:00 at our all-day dining restaurant. 

    Do you have laundry facilities?

    Yes, all apartments are equipped with in-room washer and dryer.  In addition, we also provide laundry and dry cleaning services.

    Do you have fitness facilities?

    Yes, a 24/7 fully equipped Gym is available within the property.

    Where can I go for shopping?

    There is a shopping center which is a 10 minutes taxi ride from Fraser Suites Hanoi. Alternatively, we recommend visiting the local markets for the best place to buy local products. 

    Which type of beds do you have?

    Twin bed, Queen bed and King size bed are available upon request.

    What is your cancellation policy?

    For cancellation of reservation, notice must be given 3 days (72 hours) and 2 days (48 hours) respectively for long and short stay prior to arrival date to avoid any applicable charges. 

    Where can I find the closest bank, ATM and exchange office?

    There is an ATM within the property and the closest bank is 15 minutes away by taxi.

    Do you provide newspapers?

    Yes, we provide complimentary local English newspaper (Vietnam News).

    What is maximum number of people in each apartment type?

    Each apartment covers the following number of guests:
    Studio/ 1 Bedroom: 2 guests
    2 Bedroom: 4 guests
    3 Bedroom: 6 guests
    Kindly contact our reservations department for further request or clarification.

    Do you have Suites and access for persons in wheelchairs?

    We do not have appartments specifically designed for persons in wheelchairs, however there is ample room to allow wheelchair mobility.

    Do you accept pets?

    Unfortunately, pets are not allowed within the vicinity of the property. 

    Do you provide parking and what is the cost?

    Yes, parking lots are available, however a fee of US$ 150nett/month applies.

    Can I leave my luggage if my room is not available?

    Yes, you may leave your luggage with our concierge.

    What are the reception opening hours?

    The reception, concierge and security services are 24/7.

    Do you provide shuttle service to the airport?

    Yes, we provide transport service to the airport via our shuttle at US$ 56nett/way.

    Do you provide baby cots and extra beds and the cost?

    Complimentary baby cots are availale upon request and subject to availability.
    Rental of extra beds are available upon request and are chargable at US$ 58/night.