Police question Hanoi hotel owner for turning away fully-paid tourist for being 'late'

By Hoai Anh November 11, 2025 | 08:24 pm PT

A room at a hotel in Hanoi. Photo courtesy of Tripadvisor

The Hanoi police are investigating a woman's complaint that a local hotel canceled her fully paid three-night stay because she arrived late to check in.

The police said Nov. 11 they had met with the owner of the Royal Hostel on Hang Chao Street 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.

Quyen said she received no prior notice. She left the hotel and posted a video of the incident on her Facebook.

The hotel owner admitted to the police that the incident happened exactly as Quyen reported, but there were no more rooms left.

It later contacted Quyen to apologize and refund her money.

The police found the hotel violating several regulations for which it could face fines of up to VND20 million (US$759).