On 3/1, the Phu Quoc Special Zone Culture and Society Department (VHXH) inspected Your House PQ 2 after a complaint from Canadian tourist Pierre, 65, whose reservation was canceled on 31/12/2025.

Tran Duc Sy, a representative of the accommodation, confirmed that three foreign guests arrived at Your House PQ 2 on 31/12/2025 to check in, having booked through the Agoda application. The homestay had sold out of rooms but had not updated its availability on Agoda, causing the application to still show rooms as available. Consequently, when the three guests arrived, Sy could not provide them with the rooms they had booked.

The homestay representative offered to move the three guests to new accommodation at half price, with Pierre staying free and receiving a refund. However, Pierre remained uncomfortable and departed the following day. On the night of 1/1, Sy messaged the Canadian tourist to apologize for the negative experience.

Rooms at Your House PQ 2. *Photo: Agoda*

According to a representative from the Phu Quoc Special Zone VHXH Department, the accommodation had two rooms and three single beds with no guests staying at the time of the inspection. The facility lacked a certificate of eligibility for security and order, did not publicly display house rules, failed to list prices, and had not declared guest stays.

The inspection team reminded the establishment to implement house rules, display prices, and ensure that when guests are accepted via booking platforms, rooms are provided and responses are given according to regulations. The team also ordered the facility to cease accommodation operations from 5 p.m. on 2/1 until it could produce a certificate of eligibility for security and order.

Pierre stated he is currently traveling in Quy Nhon after Your House PQ 2 and another Phu Quoc accommodation also canceled his month-long booking for January, despite a 5,5 million dong deposit. The tourist affirmed he would not return to Phu Quoc.

On 1/1, Doga-ong, a Filipino tourist, also reported a homestay in Ganh Dau canceled her room from 1/1 to 3/1, even though she had paid 2,6 million dong in full via Agoda on 24/11/2025. She had previously received confirmation documents for her booking and payment from Agoda's customer care account.

While en route to the airport for her flight to Phu Quoc, the female tourist received an email from the accommodation stating they had no record of her booking.

Subsequently, Doga-ong had to find a more expensive hotel. The tourist noted that her booking was "non-refundable," meaning she could not retrieve the amount paid, regardless of cancellation or any other reason. Typically, "non-refundable" bookings on online travel agencies (OTAs) are cheaper compared to prepaid options.

"We were so tired after the trip. The flight was horrible when you receive a cancellation email just one hour before departure", she said.

A VHXH representative stated they have investigated this case, but the accommodation claims they did not receive a booking from the tourist. The department is continuing to clarify the matter.

The VHXH representative also advised tourists to be cautious, as creating fake online booking applications to deceive guests is now easy. After booking, tourists should contact the hotel directly to confirm information.

By Anh Tu