A group of eight tourists from Hanoi reported unsatisfactory service at Bao Khanh Village, a resort in Lung Thang village, Y Ty commune, during their stay from 19/2 to 20/2. Ms. Nguyen Trang, a member of the group, stated they had deposited 500,000 VND for a room on 9/2. However, upon arrival, staff informed them their room had been sold to someone else.

Initially, staff assigned the group to a room with a mezzanine that resembled a storage area. When the group objected, they were moved to an internal room, typically used by drivers and tour guides for overnight stays.

The group ate a hotpot meal during a power outage at the homestay on the evening of 19/2. Photo: Provided

The group ate a hotpot meal during a power outage at the homestay on the evening of 19/2. Photo: Provided

Ms. Trang noted that this internal room had basic blankets and mats but lacked a key. This made the group feel uneasy whenever they left the room to explore. Despite not receiving the room they had booked, the group was still required to pay the initially agreed-upon cost.

During their stay, the resort experienced a prolonged power and water outage, lasting from evening until the following morning. The family had pre-ordered fish hotpot but was served chicken hotpot instead, and guests had to serve themselves. The hotpot meal cost 1,200,000 VND. According to the group, the portion was small, necessitating an order for an additional plate of chicken, also priced at 1,200,000 VND, and one plate of sausages for 100,000 VND.

The tourist acknowledged that high prices during Tet (Lunar New Year) might be acceptable, but the quality of service was not commensurate. Furthermore, during their stay, the resort failed to check guests' citizen identification cards for temporary residence procedures, which concerned the family given the remote location and limited number of other tourists.

On the morning of 24/2, Mr. Le Bao Khanh, the homestay owner, confirmed that some incidents had occurred with the tourists.

Mr. Khanh explained that during the Tet holiday, the resort faced a staff shortage and hired some local part-time workers, which led to a decline in service quality. He stated that Ms. Trang's family arrived late, and earlier groups had entered rooms themselves because the doors were unlocked. Inexperienced new staff members were unfamiliar with procedures and handling such situations, resulting in guests losing their booked rooms despite having paid a deposit.

The handwritten bill posted by Ms. Trang. Photo: Provided

The handwritten bill posted by Ms. Trang. Photo: Provided

The owner claimed that the quality of the internal room was comparable to standard guest rooms, making the initial agreed-upon cost reasonable. Regarding the chicken dish priced at 1,200,000 VND, Mr. Khanh attributed it to an error during a busy period. He said a kitchen staff member allegedly butchered two chickens without authorization, each priced at 600,000 VND. He clarified that this was a type of black chicken, with an average market price of approximately 180,000-190,000 VND per kg.

The owner stated he was ready to refund the cost of the chicken dish, but Ms. Trang's family declined the offer. He added that the bill posted by the guest was an incomplete record from an inexperienced employee, which could lead to misunderstandings.

"I always prioritize customer experience and acknowledge mistakes to rectify them," he said, confirming that he had disciplined the staff involved in the incident through dismissal and salary penalties.

On 23/2, the People's Committee of Y Ty commune invited representatives of the accommodation facility to the Y Ty Commune Police Station to clarify the tourists' complaints. Officials requested the business to thoroughly review and address the feedback, rectify existing issues, and undergo inspections of its operating conditions, legal documents, and compliance with business regulations.

During the recent Tet holiday, many popular tourist destinations experienced service overload as guest numbers exceeded capacity. Numerous visitors gave up midway, reselling their tickets and leaving due to hours-long queues to enter attractions.

Y Ty is located in a border region, at an altitude of 2,000 meters above sea level. The area preserves the distinct culture of the Ha Nhi ethnic group, featuring unique mushroom-shaped rammed-earth houses. In recent years, Y Ty has become a popular tourist destination during the September rice harvest season and the cloud-hunting season from November to April.

Hoai Anh