Hotel in Hanoi temporarily closed due to pressure for 'vacating' rooms for tourists

Outside Royal Hostel No. 19 Hang Chao, "chasing" away guests checking in at 2am. Photo: Dan Chau .

Police of O Cho Dua Ward ( Hanoi ) said that Royal Hostel at 19 Hang Chao is temporarily closed "due to public pressure" and is reviewing the entire service process.

Previously, the owner of the NTQH facility temporarily suspended the male receptionist who appeared in the video circulating on social media.

"The owner of the establishment pledges not to receive guests in such a manner anymore," said the leader of O Cho Dua Ward Police.

According to the leader, Royal Hostel is actually registered to operate as a long-term apartment rental. However, during off-peak times, the facility occasionally accepts short-term guests in the form of a hotel or motel.

If operating as a lodging facility, the facility will have to comply with a series of regulations on residence declaration and fire prevention. On the contrary, if it is a long-term rental contract, it is not subject to management like a hotel.

"During the meeting, the facility owner admitted that the staff's lack of professionalism led to inappropriate behavior. This is a rare incident in nearly 10 years of operation," said a representative of the ward police.

Inside the Royal Hostel room at 19 Hang Chao. Photo: Tripadvisor.

According to the authorities, the female guest booked the room through the Agoda application and paid in full 3 days ago. However, the application has not yet transferred the money to the establishment. After working with the agency, the owner of the establishment contacted the platform to request a refund to the guest.

Meanwhile, Ms. H. said that in this case, the staff should have proactively apologized, helped find a nearby room for the guest, and immediately reported to the manager if the problem could not be resolved.

"The unfortunate incident happened because of the staff's lack of professionalism," said Ms. H.

In addition, through inspection, O Cho Dua Ward Police recorded many violations at Royal Hostel, including:

Failure to comply with the regulations on residence notification, violating point b, clause 1, article 9 of Decree 144/2021
Conducting business in a conditional industry on security and order without a certificate, violating point a, clause 4, article 12, Decree 144/2021
Failure to preserve and maintain common fire-fighting equipment, violating Point a, Clause 1, Article 22 of Decree 106/2025

Ms. NTQH (owner) and Mr. TTA (housekeeper) work at the police station. Photo: Provided by the police .

Previously, on November 9, a tourist named NYQ (living in Ho Chi Minh City) attracted attention when he shared a video accusing the Royal Hostel of "breaking" rooms.

She said she had booked a hotel room for 3 days (November 7-9) through a booking app, paying 100% of the rental fee in advance. Due to the weather, her flight from Ho Chi Minh City to Hanoi was delayed, causing her to arrive late.

When she arrived at 2am on November 9, the receptionist informed her that the room was fully booked and the hotel could no longer hold the room for her because she checked in late without prior notice. Although Q. agreed to give up her booked room, she asked the hotel to arrange another room for her, but was not assisted.

On the morning of November 11, Q. posted a video on her personal page expressing her wish for the matter to be closed because the hotel had received many 1-star reviews, and many other establishments with the same name were also accidentally affected. She also flew back to Ho Chi Minh City on the morning of November 10.

A guest got into a verbal argument with the hotel receptionist because her room was canceled at 2am. When a female guest checked in late compared to her reservation time, the hotel in Hang Chao (Hanoi) refused to let her check in even though she had paid in full in advance.

Source: https://znews.vn/khach-san-bung-phong-du-khach-o-ha-noi-tam-dong-cua-vi-ap-luc-post1603012.html