In 2016, bed bugs in Hong Kong hotels once swept the domestic hotel industry, and this time, the Gubei Water Town Hotel was also suspected of having a "bed lice problem". On April 14, a video posted by a Weibo netizen was heavily forwarded, who made it clear that when he was staying at the Hotel in Gubei Water Town, he found a number of unknown species of bugs on his pillow in the middle of the night. In the Weibo comment area, some netizens said that the insects in the video are the famous bed lice, and the health conditions of the hotel are worrying. In fact, the Beijing Business Daily reporter found on the tourism review platform that this is not the first time that tourists have "complained" about the health problems of gubei water town hotel in recent times... For a time, the "health gate" of the hotel that had just subsided seemed to have quietly appeared in Gubei Water Town again, and the Gubei Water Town, which insisted on operating facilities such as scenic supporting hotels in order to ensure the quality of supply, was suspected of having health control defects.
Hotel health gate in the scenic area
According to the information released by the above Weibo netizens, after finding multiple bugs in the room of the Gubei Water Town Hotel, the service staff said that they did not know these bugs, and they had no choice but to check out and leave the hotel in the middle of the night. In this regard, the relevant person in charge of the operation of Gubei Water Town responded to the Beijing Business Daily reporter that during the Qingming period this year, there was indeed a complaint about the discovery of bugs in the hotel room, and the full amount of the room payment has been refunded, and it is also willing to bear the follow-up medical expenses, "In fact, in order to cope with the Qingming small holiday, the company has specially killed the overall operation points before the festival, and after discovering this matter, the company has locked the room for a week, and used ultraviolet instruments to disinfect the room, and also conducted a comprehensive inventory of other rooms in the hotel again." The person in charge said.
Public information shows that in China's hotel industry, there have been several times when bed bugs have led to hotel hygiene management being questioned. As early as 2016, there were Hong Kong media reports that tourists were bitten by bed bugs in the hotel, in addition, Zhuhai and Shenzhen also had similar news reported, involving a number of hotel chains and star hotels. There is also news that a few years ago because of the bed lice this small bug, the U.S. tourism industry was even hit hard, many tourists because of fear of bed bugs in the hotel and dare not go to New York and other cities to travel, the United States also set up a special lice eradication fund, and implemented a series of measures to initially control the spread of this problem.
Beijing Business Daily reporter found that bed lice belong to a kind of bed bugs, love to hide in the mattress, so it is easy to appear in the hotel, but because this insect is afraid of water, afraid of high temperature, so usually the hotel on the room linen thorough cleaning, drying can be eliminated.
Self-employed troubles
In fact, in addition to the suspected bed lice incident that appeared this time, in recent months, there have been many "bad reviews" of tourists on the health problems of the Gubei Water Town Hotel on the tourism review platform. Among them, some tourists said that the room they lived in did not change the bed sheets, and there were still wrinkles and traces pressed out by the previous guest, and some netizens said that dead flies were found under the hot water kettle in the hotel room. However, when the reporter called Gubei Water Town to book customer service, the customer service staff made it clear that the rooms in the Gubei Water Town Hotel will be cleaned every day, and the bed sheets will be replaced.
According to public information, Gubei Water Town Hotel is located at the entrance of the Scenic Area of Gubei Water Town, on the east side of the Tourist Service Center, which belongs to Wuzhen Tourism Co., Ltd., which is controlled by CYTS, and according to the information released by various OTA platforms, the current unit price of the hotel room ranges from about 1,000 yuan to more than 10,000 yuan. The relevant person in charge of Gubei Water Town told the Beijing Business Daily reporter that the hotel currently has a total of 409 rooms. The above-mentioned customer service staff also said that although the Gubei Water Town Hotel does not have a star, it is established according to five-star standards.
According to the person in charge of the gubei water town operator, at present, the hotels, inns and other supporting facilities in the gubei water town scenic spot are all operated by the gubei water town, including the gubei water town hotel, which has a three-level room inspection system, which will clean the room one by one, and replace and clean the beds and toiletries in the hotel after the consumer checks out.
"No matter who runs the hotel, which business model, self-operated, external team or outsourced to other enterprises, hotel hygiene is the most basic requirement and the basis of hotel management." Zhao Huanyan, chief knowledge officer and senior economist of Huamei Consulting Agency, said that compared with general hotels, hotels in and around the scenic spot are closer to the natural environment, and may be more easily invaded by insects, so higher requirements are put forward for the health management of the hotel, especially in tourism companies such as CYTS, frequent health problems should be paid attention to by the management, and import measures should be taken to solve them to maintain brand reputation.
CYTS' hotel business
In fact, although the hotel business is not as "eye-catching" as the travel agency and scenic spot business, it has always been an important part of CYTS. According to CYTS's 2018 semi-annual report, CYTS' hotel business is positioned in the investment and operation management of mid-range hotels, and its hotel brands mainly include CYTS Shanshui Hotel. Beijing Business Daily reporter found that according to the annual report of CYTS, in 2016, 2017 and the first half of 2018, the gross profit margin of CYTS hotel industry was in a state of negative growth.
"Compared with the outsourcing of the hotel facilities, Gubei Water Town's choice of self-operated hotels must be able to ensure the control of operation and management rights and ensure the quality of service, but this also means that if the hotel has health problems, CYTS and Gubei Water Town operators need to bear full responsibility." Wang Xingbin, a senior tourism expert, analyzed that there are a large number of inns and hotels in Gubei Water Town, but whether it is in or around the scenic spot, it should follow the health standards generally implemented in China's hotel industry. Wang Xingbin said bluntly that for the "one-vote veto item" in the hotel evaluation system of health, CYTS should establish a strict responsibility system to determine who manages the various types and sizes of hotels in the scenic spot, what responsibilities the management departments at all levels assume, and whether the responsibilities are truly implemented layer by layer.
Last year, there was a new round of consumer trust crisis in the domestic hotel industry, and the root cause was the "bed sheet door" and "towel door" incident in many high-end hotels that were five-star or flaunted five-star standards. At that time, some insiders analyzed that in recent years, with the overall downturn of China's hotel industry, in order to balance revenue and expenditure, many hotels are compressing costs, thus sacrificing the control of health.
Beijing Business Daily reporter Jiang Mengwei