Hanoi hotel hit by backlash after denying prepaid room to late-arriving guest

According to the video, the guest, identified as N.Y.Q., had booked and paid in full for a room at the hotel for the period of November 7-10.

However, due to heavy rain and stormy weather, she arrived in Hanoi later than planned, around 2:00 am on November 8, to check in.

The hotel’s front desk staff reportedly informed her that her room had already been given to someone else because she arrived too late.

Left without accommodation, Q. took a taxi to find another place to stay in the middle of the night.

On Monday, the hotel side reportedly contacted Q. to offer a refund of the room payment.

However, she stated that she remained dissatisfied with the hotel’s handling of the situation.

The video’s spread triggered an online backlash.

As of Tuesday night, the hotel had been inundated with more than 27,200 one-star reviews on Google Maps, with many criticizing its service and staff attitude.

“The staff attitude is terrible. Guests book through Booking.com a month in advance, but right before check-in, the hotel claims no rooms are available and asks guests to cancel,” reviewer Quynh Anh Pham wrote.

“There’s no parking for cars or motorbikes, and staff give no guidance when asked about it,” the reviewer added.

In response to the public uproar, local authorities have stepped in.

On Tuesday, police from O Cho Dua Ward in Hanoi started to investigate the customer’s complaints and clarify the incident.