The Consumer Council is urging hotels, guesthouses and booking platforms to improve their services after receiving around 1,000 related complaints each year – covering various types of issues.

Of the complaints, those relating to booking changes and cancellations reached nearly 2,000 over the past three years, accounting for about 60 percent of the total.

During the same period, there were about 600 and 400 complaints about service quality and prices and fees, respectively.

The watchdog said the complaints involved customers not being able to find the right person to cancel bookings, being given different hotels or room types than what they booked, as well as facing problems like water leaks.

The largest claim involved a tenant seeking a refund for a one-year, HK$248,000 hotel contract after withdrawing from it.

Upon mediation by the council, the hotel agreed to issue a full refund.

In another case, a complainant booked two suites at a five-star hotel for a two-night stay with friends, only to face a serious water leak in the bathroom of the suite she was staying in.

She lodged her dissatisfaction with the booking platform and was informed that the hotel would contact her for follow-up action.

However, hotel staff mistakenly called the room of her friends instead.

The complainant was offered a bottle of champagne initially by way of an apology, which she declined.

The hotel has, the council was told, since resolved the issue by providing the complainant with an explanation as well as compensation.

Kenneth Chan, the council’s vice-chairman of the committee on sustainability, public affairs and education, said the industry needs to improve to enhance tourist experience.

"[It should] clearly set out arrangements and divisions of responsibility for booking amendments, cancellations and refunds, so that consumers know which party to contact under different circumstances,” he said.

“The industry should also proactively contact affected consumers in a timely manner to assist in resolving related issues.”

Chan also urged hotels and guesthouses to conduct regular inspections of room facilities to ensure service quality and safety standards.

Council chief executive Alaina Shum urged care on the part of consumers.

“We urge consumers to carefully read accommodation information and verify order details before making payment,” she said.

“After booking, retain the documentation of room details, booking records, and receipts in case of dispute, and inspect the room and conditions facilities upon check-in.

“Report any discrepancies with booking details, damaged facilities, or hygiene issues immediately to the hotel, guesthouse, or booking platform.

“Consumers are also advised to take photographs as evidence.”


Edited by Tony Sabine