Google deletes 30,000 1-star reviews of hotel that rejected guests at 2 a.m.

(Dan Tri) - All 1-star reviews of Royal Hotel at 19 Hang Chao have completely disappeared on Google Maps on the morning of November 12.

As Dan Tri mentioned in the article " Hanoi hotel rejects guests at 2am, receives 1-star "storm", statistics from the Google Maps platform show that by the evening of November 11, Royal Hotel at 19 Hang Chao received nearly 31,500 reviews with an average score of 1 star and many negative comments.

More than 30,000 negative reviews of the Royal Hotel at 19 Hang Chao were removed by Google overnight (Photo: The Anh).

By the morning of November 12, all 1-star reviews of this location had completely disappeared on Google Maps. Currently, the hotel location has returned to an average rating of 4.3 stars with 336 comments. It can be seen that Google has removed more than 30,000 negative reviews of the above location.

In fact, most of the negative reviews appeared after users learned about the story of a hotel refusing to let guests check in, despite having booked and paid in advance.

Google said on its support page that reviews that are “hateful, demeaning, belittling, or slanderous” will be automatically removed. Google’s move comes after a wave of negative reviews about the location following the controversial incident.

Regarding the case of Royal Hotel (No. 19 Hang Chao Street, O Cho Dua Ward, Hanoi) refusing to receive guests at 2:00 a.m. even though the guests had booked a room and completed payment, O Cho Dua Ward Police said that the unit had reported to Hanoi City Police.

According to the O Cho Dua Ward Police, immediately after receiving the information, the authorities conducted an inspection, verification and discovered that this facility had many administrative violations in its accommodation business activities.

Royal Hotel at 19 Hang Chao (Photo: Dongda).

Specifically, the hotel did not comply with the regulations on accommodation notification, violating Point b, Clause 1, Article 9 of Decree 144/2021/ND-CP dated December 31, 2021.

At the same time, establishments operating in investment and business sectors with conditions on security and order without being granted a Certificate of eligibility for security and order violate Point a, Clause 4, Article 12 of Decree 144/2021/ND-CP.

In addition, the hotel also did not preserve and maintain common fire prevention and fighting equipment, violating Point a, Clause 1, Article 22 of Decree 106/2025/ND-CP dated May 15, 2025.

Source: https://dantri.com.vn/cong-nghe/google-xoa-30000-danh-gia-1-sao-ve-khach-san-tu-choi-khach-luc-2h-sang-20251112113717521.htm