Girl upset after arriving late was rejected by hotel in Hanoi, had to leave at 2am

(Dan Tri) - The guest transferred the full amount to book a hotel room in Hanoi for 3 days from November 7 to November 9 via an application. However, due to an emergency, the girl arrived at 2am on November 9 to check in and was refused.

Transferring 100% of the room reservation fee, the girl who arrived late was refused by the hotel.

Recently, the story of a girl who booked a room at a hotel in Hanoi and transferred 100% of the money, but because she arrived late to check in, she was refused by the receptionist and forced to leave at 2am, received the attention of the community.

A guest named Q. said that through the application, she booked a room at a hotel in the area of ​​O Cho Dua ward, Hanoi, for 3 days from November 7 to November 9. The application required the guest to transfer 100% of the money to hold the room.

The guest was refused check-in by the hotel receptionist and had to leave at 2am (Photo cut from clip).

After paying, the girl planned to arrive in Hanoi on the scheduled date. However, due to an unexpected incident, the guest arrived at the hotel at 2am on November 9. However, the reception staff refused to let the guest check in on the grounds that the female tourist arrived too late.

The receptionist's reaction made the girl very upset. She said that she had transferred 100% of the money for 3 days at the hotel, so the accommodation had no reason to sell her room to another guest. Although the guest's check-in time was later than expected, she still had the right to receive the room she had booked in advance.

Even though the girl provided enough proof that she had paid for the room reservation, the receptionist did not accept it.

The staff said that if the guest is late, he must call the hotel to inform them. If he does not notify them, the hotel will assume that the guest will not use the room anymore.

"When booking a room on the app, the check-in and check-out times are clearly stated. You did not come to check in, nor did you notify the hotel," the receptionist said and refused to let the guest check in.

Unable to find a common voice, the guest finally left the hotel in frustration at 2am. It was raining outside, making her even more angry at the behavior of the accommodation service unit.

The hotel admitted its mistake, apologized to the guest and offered a refund.

According to research, the hotel where the guest had an unpleasant experience is the Royal Hotel located at 19 Hang Chao.

Speaking to Dan Tri reporter, Ms. H., representative of the accommodation facility, said that this was an unfortunate incident that stemmed from the hotel's negligence. According to Ms. H., the guest booked a room at noon on November 7, but by the end of November 8, the guest had not arrived. At around 2 a.m. on November 9, the guest arrived to check in.

The accommodation where the guest booked a room (Photo: Agoda).

"According to regulations, we are responsible for keeping the room for guests until 12 noon on November 9. However, there were only more than ten hours left before check-in time, and the guests did not come, so we let other guests come to check in.

The hotel's mistake was not calling to ask if the guest was still coming to check in. When the guest arrived, the receptionist refused because there were no more rooms available. This was the hotel's fault, so we accept responsibility," said a representative of the facility.

According to this person, at the time the girl checked in, the hotel had not received the 3-day payment from the booking application because the booking was only completed after November 9.

The system has now transferred the full amount of the guest's deposit 3 days ago to the hotel. On November 10, the accommodation unit called the girl to apologize and expressed their wish to return the money the guest had paid earlier. However, the guest refused to accept the refund.

When the reporter mentioned the receptionist's behavior in this case, the hotel owner admitted that the staff was limited in handling and communicating with guests.

This person said that the hotel's mistake came from a lack of initiative in contacting guests to ask if they still needed the room to reserve it, instead of selling the room to someone else.

"We have reminded the staff to learn from experience. This incident was unexpected, so we can only apologize and hope customers understand. This is also a big lesson for the facility to learn from," said the representative.

Source: https://dantri.com.vn/du-lich/co-gai-buc-xuc-toi-tre-bi-khach-san-o-ha-noi-tu-choi-phai-di-luc-2h-sang-20251111090929889.htm