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Consumer Council│Staycation is mad at nearly 3,000 yuan. The picture on the website of a full sea view room does not match reality

2021-06-17T11:24:45.425Z

Under the epidemic situation, traveling abroad will be relaxed indefinitely, creating a new local travel experience of "Staycation House Vacation", allowing citizens who are temporarily unable to travel to local hotels to take a vacation. With the launch of the new consumption model, there are



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Written by: Liang Huanmin

2021-06-15 10:00

Last update date: 2021-06-15 10:00

Under the epidemic situation, traveling abroad will be relaxed indefinitely, creating a new local travel experience of "Staycation House Vacation", allowing citizens who are temporarily unable to travel to local hotels to take a vacation.

With the introduction of the new consumption model, some consumers found that Staycation’s accommodation arrangements were significantly different from expectations while enjoying it, which affected their holiday mood.

The Consumer Council stated that there was a complaint about Staycation for the first time in the whole year last year, with 16 cases recorded throughout the year, and 10 complaints were received in the first 5 months.

Citizen Ms. Chen received a complaint from the Consumer Council and booked a room for more than 2,800 yuan and stayed in the most expensive premium sea-view penthouse in a local hotel.

When she made a reservation on the official website, she had checked the suite information and pictures again and again. She was satisfied with the suite equipment and landscape before making the payment. However, after arriving at the wine room, she discovered that the sea view of the hotel was quite different, and two buildings blocked Partial sea view, not full sea view.

The staff said that the full sea view room shown on the website was already used by guests and could not be changed. She was disappointed that after mediation, she received half of the room reservation fee.

The Consumer Council stated that there was a complaint about Staycation for the first time last year, and 16 cases were recorded throughout the year, while there were 10 complaints from January to May this year.

(The picture has nothing to do with the complained hotel/hotel webpage picture)

Under the epidemic situation, because they cannot travel abroad, citizens want to relax on holidays or celebrate the anniversary, so they will choose the local hotel Staycation.

To celebrate the anniversary, the citizen Ms. Chen specially booked a hotel in Hong Kong with the most expensive premium sea-view penthouse suite. When booking on the official website, she checked the suite information and pictures again and again. She was satisfied with the suite equipment and landscape before making a payment of 2,838 yuan. , And the confirmation documents received later also printed consistent pictures of the panoramic sea view.

The hotel staff once said that the landscape is almost the same

On the day of check-in, Miss Chen looked forward to taking the key and entering the room, but found that there were two buildings outside the glass windows of the suite living room that blocked part of the sea view.

Ms. Chen then called the front desk staff to ask why the suites do not have a panoramic sea view. The staff said that the hotel has 4 high-level sea view penthouse suites, and she is currently staying in one of them.

Ms. Chen asked which suite the official website showed the full sea view. The staff pointed out that it was the room opposite Ms. Chen and claimed that the views of the two suites are actually almost the same, but the suite has already been occupied by guests, so it could not be made. House swap arrangements.

Half of the booking fee refunded by the Consumer Council after mediation

Ms. Chen felt helpless and said that she did not know that the hotel had more than one penthouse suite with sea view. She emphasized that when booking from the official website of the hotel, she had checked the suite information again and again. The picture shows that the suite has a full sea view interior room and a full sea view. The living room is not blocked by other buildings, and there is no remarks stating that the pictures are for reference only. Therefore, there is reason to believe and reasonable expectation to stay in a suite with full sea view consistent with the pictures. However, in the end, the view of the room is not correct, which greatly disappointed her. Unfair to consumers.

After the incident was mediated by the Consumer Council, the hotel contacted the guests and arranged to refund half of the booking fee.

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It is advertised that you are welcome to bring your pet to stay with the "cat slave" to know that only dogs are available

In addition, the hotel has launched a variety of discounts to attract customers, which will bring new experiences and increase the source of customers.

Another citizen, Mrs. Zhang, saw a hotel and advertised that pets are welcome. She booked an accommodation package for 1,299 yuan and planned to stay with her family and cats.

But when Mrs. Zhang checked in at the hotel, the staff stated that the hotel only accepts dogs and cats are not allowed. She suggested that she take the cats to leave before checking in.

Mrs. Zhang was dissatisfied and claimed that she did not know that the hotel did not allow cats to stay at the time of booking. However, in order to avoid disappointment, she could only check in after a lot of mediation.

However, when she checked out the next day, Mrs. Zhang found that there was a 500 yuan miscellaneous charge on the bill. After inquiring, she was informed by the staff that a cleaning fee was required because the cat was staying in the hotel. It was equivalent to a fine. She was disappointed with the handling of the hotel, so she contacted the Consumer Council to ask for a refund.

Cats will be charged an additional 500 yuan cleaning fee

According to the hotel’s written reply, the staff learned that when Mrs. Zhang wanted to check in with the cat, the hotel had clearly reminded her that only dogs are allowed to check in, and advised her to take the cat away. The staff later found Mrs. Zhang to check in. After check-in, still bring cats to move around in the hotel.

The hotel also presented the terms of the pet stay agreement, stating that the room cleaning fee is generally included in the booking fee. If additional cleaning procedures are required due to special circumstances, the hotel has the opportunity to charge additional cleaning fees according to the situation, and reiterated the website booking page It has been stated that only pet dogs are accepted.

Confusion about the wording of hotel offers

In addition, Mr. Li wanted to arrange a holiday vacation. He used a mobile app on a travel website to browse hotel offers, and saw a package titled "High-level sea-view accommodation/relaxed accommodation discount with HK$1,400 dining discount". Mr. Li thought it was very attractive. Book a one-night stay with a high-rise sea view with instant payment on the website.

When checking in, Mr. Li asked about the 1,400 yuan food and beverage discount, but the staff pointed out that the high-level sea-view accommodation plan he chose did not provide food and beverage discounts. Only the leisure accommodation plan enjoys the food and beverage discounts. Mr. Li then read the order carefully and found the order Indeed, it did not list the food and beverage discounts. He checked the information on the C travel website. Whether it was the product title or the product name of the order received after payment, it was written "High-level sea view accommodation / leisure accommodation discount to get HK$1,400 dining discount".

He believes that based on the above words alone, the average consumer will think that both accommodation plans include food and beverage discounts.

Mr. Li thinks that the travel website puts two different accommodation plans under the same title, which is very confusing. He said that he had no intention of recovering the losses, but asked the Consumer Council to reflect the dissatisfaction on his behalf.

Received 10 complaints involving Staycation in the first 5 months of this year

The Consumer Council stated that there was a complaint about Staycation for the first time last year, and 16 cases were recorded throughout the year, while there were 10 complaints from January to May this year.

Consumers generally choose a room based on the information provided by the hotel's official website or travel website. Therefore, hotels and travel websites are responsible for providing clear and accurate room information, such as room size, landscape, and room equipment.

If the room or landscape pictures displayed are only for reference, the hotel or travel website should make a note in a conspicuous place to let consumers know to avoid misunderstandings.

In addition, some hotels in Hong Kong have only developed into pet-friendly hotels in recent years. To ensure safety and hygiene, hotels must set stricter rules on pet stay arrangements. Consumers who intend to bring their pets on holiday should pay special attention to them. For other pets, please check with the hotel if it is feasible.

The staycation boom has allowed consumers to increase their interest and knowledge of local hotels, and the attractiveness of individual local hotels is by no means inferior.

The Consumer Council also suggested that consumers should not make hasty decisions based on preferential prices alone when choosing Staycation. They should refer to the service information provided on the official website and the evaluations of different websites, read the terms carefully and pay attention to the following consumer tips. If you have any questions, you should check in advance. , In order to avoid misunderstanding or failing expectations and incurring unnecessary losses.

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Source: hk1

All news articles on 2021-06-17

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