Hanoi: Handling hotels that do not arrange rooms for guests even though they have paid in full

After being reported on social networks, the O Cho Dua Ward Police inspected and discovered that the Royal Hostel was operating without meeting security and order conditions and had many other violations in the accommodation business.

On November 12, Hanoi City Police said that regarding the information reflecting that the Royal Hostel, No. 19 Hang Chao, O Cho Dua Ward, did not arrange a room even though the guest had paid in full, the Ward Police had verified and clarified the case.

Specifically, O Cho Dua Ward Police conducted an administrative inspection of Royal Hostel, recording the following violations:

The facility did not comply with the regulations on notification of stay in violation of Point b, Clause 1, Article 9, Decree 144/2021/ND-CP dated December 31, 2021 of the Government ; conducted business activities in investment and business lines with conditions on security and order without being granted a certificate of eligibility for security and order in violation of Point a, Clause 4, Article 12, Decree 144/2021/ND-CP dated December 31, 2021 of the Government; the facility did not preserve and maintain common fire-fighting equipment according to Point a, Clause 1, Article 22, Decree 106/2025/ND-CP dated May 15, 2025 of the Government.

Previously, a clip appeared on social media of a woman questioning a young man (believed to be an employee of an accommodation facility in O Cho Dua ward, Hanoi) about the woman booking a room online and paying for the period from November 7-10.

At around 2:00 a.m. on November 9, when checking in, the woman was informed that there were no more rooms and did not receive a satisfactory explanation from the facility staff...

The clip has attracted the attention of readers, many of whom believe that the accommodation facility has “skipped” the rooms of guests. After the incident, the facility has received many negative reviews on social media.

On the morning of November 11, the police of O Cho Dua ward invited the owner of the establishment and related people to the headquarters to clarify the matter. At the police station, Ms. NTQH, the owner of Royal Hostel, and Mr. TTA, the caretaker, said that the Royal Hostel was opened for the purpose of renting apartments; when there were no customers, the establishment would only use it for short-term rentals.

The facility received a reservation from a guest named NYQ via the Agoda app, however, on November 7, the guest did not come to check in. At around 2:00 a.m. on November 9, when the guest came to check in, Mr. TTA, the night caretaker, told the facility that the room was full and could not arrange another room for the guest, leading to the tenant being upset, recording a clip and posting it on social media.

O Cho Dua Ward Police have drawn up a record of administrative violations to handle the violations of the above facility according to the provisions of law./.

(TTXVN/Vietnam+)

Source: https://www.vietnamplus.vn/ha-noi-xu-ly-khach-san-khong-bo-tri-phong-cho-khach-du-da-thanh-toan-du-tien-post1076517.vnp