Anonymous User
January 19, 2025
Avoid staying at this hotel group!
I’ve lived in Vietnam for eight years and stayed in thousands of hotels. In Ho Chi Minh City alone, I’ve stayed at this hotel group’s branches over 20 times. However, this particular branch required me to provide a physical passport and visa for check-in, refusing to accept digital copies of my passport as an alternative.
Even five-star hotels in Ho Chi Minh City have never demanded original passports or visas. In most cases, a photo of the passport is sufficient. If such a policy does exist, the hotel should notify guests in advance. Had they informed me a day earlier about needing the passport and visa (or photos of them), I could have prepared accordingly. However, without any prior notice, they insisted on these documents when I arrived and maintained a rigid attitude, repeatedly demanding the originals.
I explained multiple times to the front desk staff that I did not have a photo of my visa or the original with me. Moreover, their message the day before did not mention this requirement at all. Yet, they ignored my explanation and insisted that these were mandatory for check-in. It was clear that the front desk staff were deliberately making things difficult.
What’s even more frustrating is that none of the other branches of this hotel group have ever imposed such requirements. Why is this branch so unreasonable? After five rounds of explanations, they still refused to compromise until I demanded they call the manager to confirm whether this was an official company policy or simply the decision of the front desk staff.
This kind of unprofessional and inflexible service is completely unacceptable!