Google removes over 30,000 one-star reviews of Hanoi hotel that denied guest prepaid room

According to Google Maps data, as of Tuesday night, the hotel had accumulated nearly 31,500 reviews, with an average rating of just one star and numerous critical comments.

However, the hotel’s profile showed only 336 reviews, with an average score of 4.3 out of 5 on Wednesday morning.

Experts explained that Google Maps employs automated systems to detect suspicious patterns.

Such anomalies include a sudden surge of negative or positive reviews over a short period or multiple accounts posting similar comments, reported Thanh Nien (Young People) newspaper.

Although the location’s Google review section and Facebook page were temporarily restricted, the hotel owner can appeal.

As such, Google would remove reviews that violate policies.

This system is seen as essential to protect businesses from coordinated negative campaigns during public relations crises, ensuring the platform remains objective.

The incident began when Q., a tourist from southern Dong Nai Province visiting Hanoi for a music event, booked a hotel room on Hang Chao Street from November 7 to 10.

Out of the impact of storm Kalmaegi, which made landfall in the central region on November 6, she had to delay her flight and arrived at the hotel at 2:00 am on November 9.

Despite her presenting proof of prepayment exceeding VND1.5 million (US$57), the hotel staff informed the guest that no rooms were available.

Q. said she received no prior notice from the hotel and expected her prepaid room to be reserved.

She also criticized the front desk staff for their unprofessional and dismissive attitude.

After she shared her experience on social media, her video went viral, garnering over three million views and sparking widespread debate.

On November 10, the hotel contacted her to apologize and offered a full refund.

The hotel explained that since she did not arrive on the first day of her booking and did not notify them, they assumed the reservation was canceled and gave the room to another guest.

According to police in O Cho Dua Ward, after receiving the complaint, officers inspected the hotel and questioned its owner and front-desk staff.