Travel in an island city like Zhoushan
There are inevitably some unexpected factors:
Typhoons (high winds), fog, etc
And so it goes
The trip had to be cancelled or interrupted
However, the accommodation was booked in advance
What should I do?
The latest news is here –
Stay in small hospitality homes and B&Bs in the Puju area
These cases are fully refundable!
In order to promote the healthy and orderly development of the accommodation industry in Putuoshan and Zhujiajian, strengthen the construction of assured consumption in the accommodation industry, and properly resolve the room cancellation disputes between small reception residences, homestay operators and consumers, the Putuoshan Branch of the Zhoushan Consumer Rights Protection Committee issued the "Guidelines for the Settlement of Disputes over the Cancellation of Small Reception Accommodations and B&Bs in Puzhu Region (Trial)" (hereinafter referred to as the "Guidelines") to encourage all business entities to refer to the implementation and jointly create a good environment for the scenic tourism market.
Guidelines for Dispute Resolution of Cancellation of Small Reception Accommodation and B&B in Puzhu Area (Trial)
These Guidelines shall apply when consumers book rooms for small reception accommodation or B&B operators in the form of prepaid reservations online or offline in the Putuoshan and Zhujiajian areas, and disputes arise due to force majeure, itinerary changes, and disputes over agreed matters, etc., and other types of accommodation operators may refer to the implementation according to the circumstances of the situation.
Article 1 In the event of force majeure such as earthquakes, typhoons (strong winds), fog, epidemics, etc., which directly cause consumers to be unable to check in to the guest rooms on time, and the consumers request to check out, the operator must refund the full amount.
Article 2: Proprietors shall inform consumers in advance of the principle of unsubscribing through relevant booking platforms, WeChat, telephone, and other channels, and remind consumers of the responsibilities they need to bear when unsubscribing.
Article 3: If a consumer needs to cancel the reservation due to objective reasons, subjective changes in itinerary, failure to purchase a ticket, etc., after booking a room and paying the relevant payment, the consumer shall explain to the operator and recommend that the operator follow the following principles:
- If the order is cancelled within 30 minutes after the order is confirmed, the operator will refund the full amount;
- If the reservation is cancelled before 17:00 2 days before the check-in date, the operator will refund the full amount;
- If the cancellation is made between 17:00 on the first day and 17:00 on the second day before the check-in date, the operator can deduct up to 30% of the full room charge, and the remaining amount shall be refunded in time;
- If the cancellation is made between 12:00 noon on the day of check-in and 17:00 on the previous day, the operator can deduct up to 50% of the full room charge, and the remaining amount shall be refunded in time;
- If the cancellation is made between 12:00 noon and 17:00 on the day of check-in, the operator can deduct up to 70% of the full room charge, and the remaining amount shall be refunded in time;
- If the cancellation is made after 17:00 p.m. on the day of check-in, the operator can deduct up to 90% of the full room charge, and the remaining amount shall be refunded in time;
- If the operator has other principles for canceling a special room type, it is necessary to inform the consumer in advance, and the two parties will negotiate to resolve it.
Operators are encouraged to provide a more consumer-friendly amount or a full refund on top of the above principles.
Article 4: Where the information of the authorized third-party agent is delayed, resulting in duplicate room reservations, the proprietor shall first place the consumers in the store, bear the additional reasonable expenses of the consumers, and if the conditions of the rooms are lower than the order standard, they shall be compensated accordingly, and then recover from the third party afterwards.
If the information of an unauthorized third-party agent is incorrect, resulting in repeated reservations, price disputes, etc., the operator shall actively negotiate and mediate with the consumer in accordance with the principle of resolving the dispute. Consumers should promptly complain to the platform about the third-party agent, and the operator should promptly report the unauthorized acts of the third-party agent to the platform.
Article 5: Where repeated reservations or overbookings are made due to the proprietor's own management reasons, the consumers who come to the store shall be properly accommodated, and if the consumers agree to arrange other accommodations, the conditions for the accommodation rooms shall not be lower than the standard of the order, otherwise they shall be compensated accordingly;
Article 6: Where consumers request to unsubscribe, the proprietors are to handle consumer disputes on their own in accordance with these Guidelines in accordance with the principle of "not leaving the store". If it cannot be resolved by self-disposal, it shall be reported to the small reception and accommodation association, homestay association, and market supervision department for mediation to avoid the escalation of the conflict. Where mediation between consumers and business operators cannot reach an agreement, which may lead to an escalation of the conflict, they may apply to the shared court of the village where the business operator is located to intervene and participate in the mediation.
Article 7: Where consumers and business operators fail to negotiate on the basis of these Guidelines, they may request that relevant departments carry out people's mediation (social mediation), administrative mediation, judicial mediation, and resolve disputes through arbitration, litigation, and other means. Where there are relevant legal provisions, it is to be implemented in accordance with the provisions of law.
Putuoshan Branch of Zhoushan Consumer Rights Protection Committee
April 22, 2024
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Previously reported on the topic
In 2023, Shengsi County formulated the "Convention on Cancellation of Reservation by the Homestay Industry Association" to create a tourism environment for island homestays to "book with confidence". A full refund will be given under clear circumstances. (>Click for details<)
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Integrated editor of Zhoushan News and Media Center
Source: WeChat public account of Putuo Mountain Management Committee
Editor/First Instance: Shen Xuner
Second trial: He Ying
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