We arrived at 10pm only to be told that although we had paid for our room we would not be staying in the hotel. We told the boy on reception that we wanted to stay in the hotel as that was the one we had paid for. he then went on to tell us that he had a group of hotels and wanted to put us In a better one. Again we asked for an explanation as to why we couldn't stay here and he would not give us one. Before you know it he has called a friend, who arrives on a motorbike to take me, my partner, 2 backpacks, and 2 rucksacks to lucky house 2, which he assured us was much better than this hotel. We arrive at Hanoi glory hotel - not the one he had said - and we still had no explanation of why this was happening. Feeling cheated we refused to stay at the hotel and walked back to the hotel, to a very smug looking man. I told him I wanted a refund as we had been lied to and he laughed as he then handed over a key for the room. This is terrible customer service and not what you expect when you arrive to a hotel. Originally I had booked for 4 nights, but I received a refund for the following 3 nights as I refused to stay somewhere like this. This place seems to get good reviews; it's a shame my experience was negative. Management definitely need to speak to the boy on reception.
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