Little Charm Hostel — Hotel in Hà Nội

I'm really sorry that I have to write a bad review, cause the place itself is great. Overall very clean, comfortable, spacious. Extended my stay a couple of times, because the hostel itself is just really nice and in the center of Hanoi. Negative is the staff (except the guy with glasses, he was always friendly). I extended my stay via booking.com went to the reception the day before my original check out date, PAID with Visa card and asked if I can stay in the same room as I was. The day after, I got a mail from booking that the property cancelled my stay because I didn't check in. Went to reception, discussed everything, turns out it was a mistake. Second time, same thing. But this time they also came up and asked me to leave because check out is at 11am and I overstayed. Had to go back to the reception and explain again that I've already paid the night before and my stay is extended. Apparently they didn't remember anything even though I already discussed the same topic two days before with the same people. Plus, I'm pretty sure they can check if they reveived money with a credit card or not. Everytime this happened I was sent to the same woman at the tour desk and instead of just confirming that I've already paid and everything was fine she told me to wait for ages while she talked other guest into doing some tours. I'm really annoyed by this, cause I always manage everything beforehand and this was clearly their mistake and instead of just checking they just put me aside. Now, I already left Vietnam a week ago, booking sent me another mail that the property cancelled my stay from June 5th (9days ago) because I didn't check in and I have to pay a fee because of that. What the heck is wrong with their booking system that this can happen multiple times? Do they do this on purpose? If I book on booking and they want me to pay at the property and not beforehand with booking then please be able to manage it. Another negative thing is the way the same woman tried to sell us a tour to Halong Bay. We sat there for 30mins before we could check in and she wanted us to book a tour with her. When we told her we'd like to think about it she came up with multiple reasons why not to wait and book it now (weather is only good tomorrow, you need to do it now, cause next week might be too late, better do the great things right away). Very pushy. My friend who stayed with me did our first booking but he left 5 days before me and the two bookings that got cancelled by them were on my own name. They kept mixing us up and asked for my friend who already checked out days ago. I'm just very annoyed - again the hostel itself is nice and I felt comfortable staying there. But I hate running after my money and I hope they won't charge me any fees they are not supposed to charge just because they can't work with...

I am going to re-review because my edits aren't going through.

I originally left a 2* review for my stay in early Jan 23. The hostel has a policy where they charge 200K VND if you lose the towel that they provide you at check-in. I hung my wet towel on the hook beside my dorm bed and headed out for a tour on the first morning of my stay. Upon returning in the afternoon, my towel was missing and I headed to the counter for help. They were extremely unhelpful and pinned the problem on me. If you search "towel" on their Booking listing reviews you would note that my incident isn't isolated. I decided to check out early after 1 night without asking for a refund for the remaining nights (booked for 3) because I didn't deserve to put up with this gaslighting. I even offered to pay 200K VND for the towel, telling the staff member that it would be the last time I would pay the hostel. He ultimately refused my money, citing that I was unhappy. I believed that to be the end of my towel drama and saga with the hostel.

However, I found out I was charged 1,240,260 VND to my card for the full stay of 3 nights on my credit card via Agoda. This is in addition to my payment on the day of check in where I paid 1.2m VND in cash for 3 nights of stay. I contacted Agoda hoping to get a refund and they directed me to the hostel's reservations manager, Ms Zoe, who had 0 objectivity in handling my double charge issue - citing my 2* review at the start of her response, pointing back to the towel incident that was settled at check out, gaslighting me further, making personal attacks and implying that I was a liar. She claims that they have refunded me 800K VND at checkout (which I did not receive!) and implied that the remaining amount was for the towel that I lost. Thus they were not going to refund me. The math isn't mathing up here, and the towel issue that was supposedly settled was brought back into question. I would raise a police report, not for the money, but for the injustice and the attempted assassination of my character. Unfortunately, I'm back in my home country and am unable to do so. I can only write about this to warn others to stay away.

The only mistake I admit to was hanging my wet towel on a clothing hook instead of locking it in a locker, in a hostel which gaslights its customers and double charges. Just have a look at their response to bad reviews. I love staying in hostels and have stayed in close to 20 hostels around the globe. This one is definitely my...

Mình, the staff member at the front desk, was incredibly rude and unprofessional. When we inquired about parking our bikes, instead of calmly explaining why we couldn’t park outside the location or offering a suitable alternative, he responded with a horrible attitude. When we asked about the possibility of a refund because we didn't feel comfortable with leaving our bikes away from us. His exact words were, “First of all, you won’t be getting a refund,” and he directed us to park on an open street about A 3 minute ride away — a location where we felt uneasy leaving the bikes overnight. So, if you are traveling with your bike or bicycle, look at getting another hotel to stay that offers secure parking or front of the hotel parking.

I generally avoid confrontation, but his disrespectful tone toward my brother pushed me to speak up. So I called him out about his attitude towards his guests, to which he doubled down on his attitude. His attitude created an uncomfortable and unwelcoming atmosphere, completely at odds with what you'd expect from a hospitality setting.

Furthermore, the housekeeping lady came in well after check-in, without permission, and left the door wide open while she cleaned the windowsill for a while. Incredibly odd and uncomfortable, and I'm pretty sure they sent her there to "check on us" As if two females were a threat? Having stayed here a few times before because of the convenient location and decent bedrooms. I’m disappointed to say that this experience has changed my opinion entirely. I will not be returning, especially if secure parking remains an issue for locals and people choosing to travel by bike. It is unsafe, leaving ones bike out in the open where theft has been an issue.

And to make matters worse. We left one of our backpacks behind by accident when we left 2 hours after checking in. We went back to retrieve the bag and later found that a pair of brand new Nike shoes were stolen by someone working in the hostel from out of the backpack.. So we requested a refund from Agoda because we did not even stay the night, and they refused to refund us.

Don't come here if you respect your property.  They don't respect you or your things. Minh will speak to you like you're trash, and someone will still...