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Royal Hostel on Hang Chao Street had accumulated nearly 31,500 reviews Google Maps as of Tuesday night, with an average rating of just one star and numerous negative comments after it canceled the tourist's room because she arrived late to check in, local media reported.
However, the hotel's profile showed only 336 reviews, with an average score of 4.3 out of 5 on Wednesday morning.
Google has long classified mass, offensive, and unauthentic reviews as "dishonest content" and a violation of its policies.
Experts say that Google Maps relies on automated systems to detect suspicious review patterns.
Such anomalies include a sudden surge of negative or positive reviews over a short period or multiple accounts posting similar comments, Thanh Nien newspaper reported.
Although the hotel's Google review section and Facebook page were temporarily restricted, the owner has the right to appeal.
Google removes reviews that violate its policies, a system considered essential for protecting businesses from coordinated negative campaigns and ensuring the platform remains objective.
On Nov. 11 police had met with the owner of the hotel after Nguyen Y Quyen of Ho Chi Minh City was turned away at 2 a.m. on Nov. 9 despite having booked for Nov. 7 to 10 via Agoda.
Quyen said she had been delayed due to a personal matter, but the hotel receptionist told her the check-in window had passed and the hotel was full.
The tourist said she received no prior notice. She left the hotel and posted a video of the incident on her Facebook.
The hotel owner contacted Quyen to apologize and refund her money.
The police have summoned the owner for questioning. They found the hotel violating several regulations for which it could face fines of up to VND20 million (US$759).
