This probably affects more of the "low cost"/backpacker types rather than many of the posters here would stay in posher hotels...

In the past year or two, occupancy and room rates in Hanoi have been rising sharply. Some friends of mine recently booked a hotel by email and phoned to confirm. They gave a credit card as a guarantee. The agreed room rate was US$25. It was in Ma May street in the old quarter.

When they arrived at reception, they were told that the room was no longer available, but that a nearby hotel could accommodate them. They were walked around the corner to another place and were quoted US$38. It was late, they had luggage and didn't know where else to go. So they agreed. The room/hotel didn't seem much different from the place they'd already booked.

It seems this is not a one-off. Other travellers they met faced the same problem - and a Vietnamese friend of mine also - though she hadn't paid a deposit. Its funny - I warned her, but she said they wouldn't try it with her because she is Vietnamese. Well.. different hotel, but exactly the same story.

So far, it doesn't seem there is any problem in getting the deposit back when its been paid. It just seems Hanoi hotels are not taking bookings terribly seriously - even if they've collected a deposit. It has little to do with when you arrive - except to the extent that the earlier you arrive the less likely they are to have given the room to someone else.

It could be a scam just being run by the receptionist concerned (in return for a kick-back from the nearby rival). But I doubt it. I'm guessing they just take the deposit and then when a new guest pitches up they let the new guest take the room in the hope that they might get the room paid for twice. They've got nothing to lose - (they don't think about long term reputation etc) - and if they can get a commission as a result of finding another room for the guests then all the better. One of my Hanoi friends (a former receptionist) suggested that they are merely assuming the original guest might not turn up and by letting the room go to someone else, they are trying to avoid charging you the deposit.... they wouldn't dream of doing anything dirty.... She also remarked that her own hotel found that credit card guarantees often didn't work - if the guests failed to turn up the hotel would find later that the charge had been dispute by the cardholder and it was unenforceable.

Anyway we're talking here about the "mini-hotels" that are everywhere in Hanoi and are generally sub-US$50.

My suggestion is not to rely on any booking you've made - go armed with a couple of alternative hotels yourself and know their room rates. If possible reconfirm your booking as late as possible before you expect to arrive and get the receptionist's name. If a receptionist refuses you against your booking and you are not happy with the alternatives, then consider your backup choices. If its not late and you're in a group, then leave your stuff at a cafe with someone taking care of it whilst someone else goes hunting (you're in a better bargaining position if you're not loaded up with luggage).

I like Hanoi very much - its sad to see that some aspects of its tourist business are still a little immature.