Lan Ha Bay Overnight on Paradise Grand Cruise

Amazing

My friends and I had a good time in the cruise. We met new people. Our butler, Louise, was amazing. She was able to give full details of the itinerary, was able to answer our questions so well and she was able to give good suggestions for our dinner! Amazing service. Will definitely recommend.

via Tripadvisor

Exceptional service

I would like to express my sincere appreciation to Diep for his exceptional service during my time onboard Paradise Grand. Diep was incredibly attentive, friendly, and professional throughout the journey. He consistently went above and beyond to make sure I was comfortable and well taken care of. His positive attitude, genuine care, and attention to detail truly made a difference to my experience onboard. Excellent service like this deserves to be recognised. Thank you, Diep, for making my trip even more enjoyable and memorable. You are a true asset to the Paradise Grand team!

via Tripadvisor

The stay ruined my visit to what should have been a paradise!

The experience of Halong Bay for itself was very good, but I would never recommend this company. They are not a serious company. If you don’t have any problems, everything is fine. However, if something goes wrong, they are very friendly and polite, but they simply don’t solve the problem. Unfortunately, good customer service is not just about being nice — it is about taking responsibility and actually finding a solution when a customer has a problem. I initially made a booking with full board and free cancellation. I subsequently changed it to a more expensive, non-refundable booking that was advertised as all-inclusive. As you can see in the screenshot of my booking attached, it clearly stated that “all selected meals and drinks are included in the room rate.” However, when we boarded the boat, we were told that we were only entitled to unlimited water, and only inside our room. Anything outside the room had to be paid for separately, and we were not allowed to take the water from our room outside. I then asked why I had paid more and what the difference was compared with the all-inclusive option. I was told that they did not have an all-inclusive system. They only offered free cancellation or non-refundable bookings. Even after I showed them the evidence of my booking, they denied ever having offered this option and, on the same day, removed the all-inclusive option from Booking.com for future reservations. Furthermore, we found two cockroaches in the bathroom. We reported this to reception the following day, but they completely ignored the situation. After completing the satisfaction questionnaire and mentioning that we had found cockroaches in the room, the person responsible for the boat came to speak to us and wanted to compensate us. His offer was to reimburse what we had paid for a bottle of water with our meal — €1.50! In addition to all of this, we were the only passengers travelling alongside a group of 12 invited influencers who were constantly taking videos and photos together. During meals, they were also making considerable noise while filming. At the end of the stay, the influencers were given a souvenir from the company. I asked whether we would also be entitled to a souvenir, and we were told that we were not.

Response from the operator: Thank you for sharing your feedback. We are deeply sorry that, despite enjoying Halong Bay, your overall experience did not meet the standards we aim to provide. We take your comments regarding the booking conditions, room cleanliness, and the handling of your concerns very seriously. We particularly regret that our response did not make you feel that your concerns were properly addressed. Good service is not simply about being courteous; it is about taking responsibility and providing appropriate solutions. We are reviewing the matters raised with our management and operations teams, including the clarity of our booking information and our procedures for handling guest concerns. We also acknowledge your comments regarding the filming group on board and understand how this may have affected your experience. As a gesture of goodwill, should you decide to give us another opportunity, we would be pleased to personally assist with your next booking and offer you a special discount when booking directly with us. Our sincere hope is that we can provide you with a much better experience on your next visit. We sincerely apologize for the shortcomings you encountered and appreciate you bringing them to our attention. Your feedback is important in helping us strengthen our service and ensure a better experience for future guests.

via Tripadvisor

Excellent!!

Everything was excellent; the service, the food, the boat, the itinerary. It was relaxing and not rushed. Excellent! Louise is superb!

Response from the operator: Thank you so much for your wonderful review! We’re delighted to hear that you enjoyed the service, food, boat, and relaxing itinerary. We’ll be sure to share your kind words with Louise. We truly appreciate your recommendation and hope to welcome you back to Lan Ha Bay soon!

via Tripadvisor

Good cruise experience

We had a good experience in the Grand boat. We were only a few guests so we had quiet peaceful times to relax in. The food and service was amazing. Our butler, Louise, was very accommodating and nice.

Response from the operator: Thank you so much for sharing your wonderful experience with us! We’re delighted to hear that you enjoyed the peaceful atmosphere aboard the Grand Boat, along with our food and service. We’re especially happy to know that Louise took such great care of you and helped make your journey comfortable and memorable. We truly appreciate your kind words and look forward to welcoming you back for another relaxing cruise!

via Tripadvisor