Nicholas
Google
I don’t usually write reviews, but our experience with Hanare was so appalling that I feel obligated to warn others.
We booked months in advance, received written confirmation via email, and saw the credit card authorization go through. Everything seemed in order. Then, just three weeks before our arrival, Hanare abruptly cancelled our reservation with the excuse: “a problem with your payment method.” No prior notice, no opportunity to fix it: just a cold, unapologetic cancellation.
Since then, they’ve completely ignored all our emails. Now, with our trip right around the corner, we are scrambling to replan everything in one of the busiest cities in the world, a logistical nightmare and a massive emotional toll. What was supposed to be a joyful experience is now clouded by stress and anxiety, all thanks to Hanare’s unprofessional, inconsiderate, and frankly cruel behavior.
This place might look charming on the surface, but they clearly don’t care about their guests. You can’t trust them to honor a reservation, even when they’ve confirmed it. We’ve travelled extensively and never encountered such a cold, careless disregard for guests. Shameful.
Update:
Hanare’s public response to my review is misleading.
After our online booking, we exchanged emails with Nana from Hanare, who explicitly confirmed that our reservation was valid, despite complications with their official platform "CHILLNN". At no point were we informed that our booking was still at risk or required further action from our side.
Then, shortly before our scheduled arrival, we received a brief message from Momo stating that our reservation had been cancelled and given to others. We replied multiple times, and since our prior correspondence with Nana was at the same email address, we have no reason to believe the emails weren’t received. The most reasonable conclusion is that we were simply ignored.
Now, just days before our flight, we are frantically searching for alternative accommodations. As you can imagine, what’s left during this busy travel period is far from ideal. We’ve been forced to split our stay across multiple locations, turning what was once a relaxing, well-planned vacation into a stressful and fragmented experience.
Hanare could have responded to us to allow us to provide an alternative payment method, allow us to pay upon arrival, or even request full payment in advance via bank transfer, anything really. Instead, they went silent and wasted even more of our time. Now, they’re trying to shift the blame to their booking system, rather than taking responsibility.
This isn’t about a technical error, it’s about the way they handled the situation. Careless and unprofessional. Their attempt to rewrite the story publicly only makes it worse.
