Hanoi hotel rejects guest at 2am, receives 1-star "storm"

(Dan Tri) - Statistics from the Google Maps platform as of the afternoon of November 11, the Royal Hotel at 19 Hang Chao received nearly 31,500 reviews with an average score of 1 star.

In a video shared on TikTok, Q said she booked a room at a hotel in the O Cho Dua ward area of ​​Hanoi for three days from November 7 to November 9. The app requires guests 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 receptionist refused to let the guest check in on the grounds that the female tourist arrived too late.

The staff said that if the guest was late, he should call the hotel to inform them. If he did not notify them, the hotel would assume that the guest would no longer be using the room. Unable to find a common ground, the guest finally left the hotel in frustration at around 2am.

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

The incident quickly attracted a lot of attention in the hotel and travel service business, as well as the online community. Not long after the video was shared on TikTok, tens of thousands of accounts posted negative comments and reviews about the hotel.

Accommodation received a 1-star "storm" after the incident (Photo: The Anh).

Most reviews say that when a guest has paid in full for a room, the hotel is responsible for holding the room for the duration of the reservation. It is unreasonable for the hotel to sell the room to someone else without being able to contact the guest.

The General Director of a tourism company said that the incident is a lesson for accommodation establishments, that they need to have a process for handling arising situations professionally to avoid incidents that cause negative impacts.

"Maybe this is not the hotel's way of handling it, but the staff do not know how to handle it flexibly and civilly," he said.

Source: https://dantri.com.vn/cong-nghe/khach-san-ha-noi-tu-choi-khach-luc-2h-sang-nhan-bao-1-sao-20251111154359831.htm