The summer vacation peaks, many people will book the hotel through the e-commerce platform or other online channels before the trip. Recently, the Jiangsu Provincial Consumer Protection Committee investigated the unsubscribe situation after the hotel reservation and found that the hotel’s reservation was 'pit'. A lot: For example, if the room is booked, it can't be cancelled, or the cancellation will be deducted after a certain date.
[57% of consumers have experienced “unable to cancel” after booking a hotel]
On July 2 this year, Jiangsu Consumer Protection Committee received a complaint from the public, saying that in May this year, the room was booked through Nanjing Sifang Hotel WeChat platform. Due to personal reasons, the itinerary changed, and the merchant requested to cancel the order refund and was rejected. In fact, such complaints are not a case. In the first half of 2019, the Jiangsu Provincial Consumer Protection Committee accepted 411 complaints about 'non-cancellable' in hotel accommodation and booking complaints, an increase of 77.9% over the same period last year. According to a survey conducted by the Provincial Consumer Protection Committee on 17,897 samples, 57% of consumers have encountered a situation that cannot be cancelled after a hotel reservation. Among them, the travel e-commerce platform is 'non-cancelable'. In the online sample survey, when the investigator first filed an appeal, 51.7% of the samples were non-returnable.
Zhao Xin, the supervision department of the Consumer Protection Committee of Jiangsu Province, said: "In order to make further refunds, I would like to know what the reasons for the non-cancellation are, so we will contact the hotel again for some non-hotel official channels. Feedback to the platform or other channels. Finally, there are 6 samples that can't be canceled even if the experience is willing to pay the relevant liquidated damages. These 6 samples are all booked through the travel e-commerce platform.”
xxTong Tianwu, legal adviser to the Consumer Protection Committee of Jiangsu Province, said: "From the general understanding of contract law, anyone who signs a contract can have the right to repent or breach the contract. If the consumer wants to default, he can bear certain liability for breach of contract. The practice of confiscation of all the money paid by consumers is a serious violation of consumer rights."Piece cancels 'invisible' third party does not retreat into a pretext]Cancellation': Cancellation before June 23, 2019, 23:00, the total order fee is 69%. Cancellation at 23 o'clock on June 04, 2019 and later, the room rate is non-refundable.
Zhao Xin, the supervision department of the Consumer Protection Committee of Jiangsu Province, said: “When the experiencer applied for cancellation on May 21, he encountered a situation of shoving. The platform began to claim that if the payment of 20% liquidated damages can be cancelled, the experiencer agrees. In the case, the platform said that it could not be canceled because of the hotel. After the contact between the experiencer and the hotel, it was found that the hotel was not retired, but there was an agent in the middle. Through our survey, we found that the platform and hotel. There may be a third-party distributor or agent between them, resulting in asymmetry or opacity of consumer information, and the fact that third parties do not retreat has become the most pretext for consumers."
[Jiangsu Consumer Protection Committee recommends: adopt the 'step unsubscribe' policy]
According to the survey, the same booking price and the unsubscribe policy for the same property are very different. At the same time, the official channel of the hotel is scheduled to be the most relaxed in the unsubscribe policy. The provincial consumer protection committee reminds consumers to compare more before booking the hotel, and to pass the official channel of the hotel. Booking, while keeping a screenshot of the unsubscribe policy, room type information, etc. in order to have a reasonable interest in the dispute. At the same time, the Provincial Consumer Protection Committee advises merchants to implement the 'Ladder Unsubscribe' policy based on the time when consumers cancel their reservations.
(Report/Dong Wen Guo Yufeng)The news copyright belongs to the Jiangsu Radio and Television General Station. Please indicate the source.xx