Myself and my partner are currently being detained, as i type, by hotel staff in their reception over a discussion about whether or not we should be financially responsible for a replacement toilet.
The toilet in our room got broken, it fell over during normal use because it was not attached to the floor in any way. They now insist we pay $95 for the replacement and are physically and forcibly detaining us in their reception until we do so.
We have asked them to call the police. They claim they have, and that we must now wait 2.5 hours at least for them to arrive.
We are in the legitimate Especen Hotel, based around Tho Xuong and Ngo Huyen Street. Not in a replica rip off hotel, this is the real one.
I am not making any progress with discussions with the staff. They get very aggressive and raise voices and claim i must have used the toilet in an unusual way and that it was fixed to the floor. I explain it was not fixed, and i did nothing that could be considered unusual. I was just wiping my bottom in the normal manner and the toilet was not fit for purpose in the first place.
They have stopped my partner leaving by the lobby doors by physically pushing her back and locking the doors. All she was doing was leaving to collect some bus tickets, and i explained that i was still here so they should let her go, but they pushed her back in and said nobody could leave until we paid.
During our stay we had previously thought the staff friendly, and had only been a little disappointed by the ripped sheets. We even found the painting that fell off the wall and hit my partner on the head while she was lying in bed more amusing than concerning.
But their attitude about the toilet was almost instantly aggressive as soon as the possibility that we might not immediately hand over whatever they wanted came up. Within minutes about 8 staff were here, some raising voices aggressively at us (including the owner) while we maintained reasonable volumes throughout, and a crowd of onlookers gathered to enjoy the show. Literally pushing women around and aggressively raising voices at me are things i find completely unacceptable.
We shall see how this turns out. Not an experience i'd recommend to anyone so far, that's for certain.
- Official Description (provided by the hotel):
- Especen hotel is one of the first mini hotels built since the 1990s located in the center of the Old Quarter in Hanoi. It is just a stone’s throw from St. Joseph's Church (Cathedral) on a quiet alley off of Au Trieu Street. This convenient location allows you to be just a 5 minute walk from Hoan Kiem Lake, Thang Long water puppet theater, night market, Vietnam Airlines booking office & Quang Trung bus stop (for service to Noi Bai International airport). You can get to all the famous travel points, Eroupean and Vietnamese traditional restaurants, craft shops, pubs and art galleries,... as soon as you step on to the main road. ... more less
- Reservation Options:
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- Also Known As:
- Especen Hotel Hanoi