As a popular tourist destination, Hong Kong recorded close to 50 million visitor arrivals last year, with hotel occupancy rates remaining robust. Many travellers book hotels or guesthouses through online platforms. The Consumer Council receives close to 1,000 complaints concerning local accommodation services each year, including a case where the consumer, despite contacting both the hotel and the booking platform, was unable to ascertain which party could assist with booking cancellations; a case where the guesthouse, citing full occupancy, arranged alternative accommodation with facilities differing from those originally booked; and another case involving water leakage from the ceiling of a 5-star hotel room, where follow-up handling by staff fell short of expectations.
The Council reminds hotels, guesthouses and booking platforms to strengthen communication and clearly define their respective responsibilities for booking amendments, cancellations and refunds, so as to facilitate consumers in handling the issue. If the originally booked room or room type cannot be provided, the situation should be explained promptly and handled flexibly. The hotel and guesthouse industry should also place greater emphasis on facility maintenance and service quality, and conduct timely reviews and improvements where necessary.
On the other hand, consumers should carefully read accommodation information and confirm the accuracy of order details before paying. Upon check-in, consumers should inspect the room and immediately report any discrepancies with the booking details or other issues, so as to safeguard their rights and interests. The Council will continue to monitor industry developments, maintain communication with stakeholders and reflect consumer views in a timely manner, to ensure quality accommodation experiences for tourists.
Case 1: Extra Night Booked by Mistake
Platform and Hotel Each Referred the Consumer to the Other Party for Cancellation
The complainant planned a 2-day, 1-night trip to Hong Kong in late December. A week before departure, he booked accommodation at Hotel A through an online platform, intending to stay from 29 to 30 December. However, after completing the booking and paying approximately $900, he realised that he had mistakenly selected a stay from 29 to 31 December, resulting in 1 extra night being booked.
He immediately contacted the platform, hoping it would exercise discretion to cancel the original booking and allow him to place a new one. The platform stated that a refund could only be arranged if the hotel confirmed by email that it agreed to a free cancellation. The complainant thus contacted Hotel A immediately, but the hotel stated that bookings made via third-party platforms could not be cancelled by the hotel, and advised him to contact the platform instead.
Despite repeated communication with both the platform and Hotel A, each party maintained that the matter should be handled by the other. The complainant felt that both sides were shifting the responsibility, and he was unable to clarify which party should actually follow up on the booking. With departure imminent, he sought assistance from the Council, hoping that Hotel A could exercise flexibility and agree to cancel the booking free of charge.
The Council contacted Hotel A on the same day. The hotel later replied that it valued guest feedback and accommodation experience, and had therefore exercised discretion by proactively communicating further with the platform and agreeing to cancel the booking free of charge. The platform subsequently processed the refund, and the case was resolved.
Case 2: Guesthouse Changed Accommodation Location and Room Type Due to Full Occupancy Then Refused Refund
The complainant planned a solo trip to Hong Kong during the Labour Day holiday. She booked a 6-bed female dormitory room at Guesthouse C in Tsim Sha Tsui via Booking Platform B, paying around $350. The platform stated that the room was equipped with lockable individual lockers. However, upon arrival at Guesthouse C on the check-in date, staff escorted her to another nearby building with an older exterior and reassigned her accommodation in a 3-bed female room, without providing lockable lockers.
The complainant immediately raised the issue with the staff and requested to stay in the originally booked room. The staff explained that the guesthouse was fully booked during the holiday period and no alternative rooms were available. The complainant ultimately had no choice but to stay in the reassigned room.
Afterwards, she lodged a complaint with Platform B, opining that the accommodation did not match the description. The platform stated that Guesthouse C claimed the room provided was consistent with the booking details, and therefore refused to issue a refund. Dissatisfied with Guesthouse C’s unilateral change of accommodation arrangements and its inaccurate response to the platform, the complainant filed a complaint with the Council.
Guesthouse C did not respond to the Council’s enquiries. Platform B stated that it had followed up on the case. Although the guesthouse denied any discrepancy and refused a refund, the platform, considering the complainant’s accommodation experience, agreed to a 20% refund, amounting to approximately $70. The case was thus resolved.
Case 3: Water Leakage in Bathroom of 5-star Hotel
Follow-up and Service Quality Fell Short of Expectations
The complainant travelled to Hong Kong with 3 friends and booked 2 suites at 5-star Hotel D for 2 nights via a platform, at a total cost of about $20,000. In the early hours of the first night, serious water leakage suddenly occurred from the suspended ceiling (also known as a false ceiling) in the bathroom of the complainant’s room, with water dripping continuously and causing significant inconvenience. As it was already late at night, the complainant waited until the following morning to report the issue to front desk staff.
When maintenance personnel arrived and opened the suspended ceiling for inspection and repairs, accumulated water cascaded from the ceiling. The complainant then lodged a complaint through the booking platform, which stated that the hotel would proactively contact her to follow up. However, hotel staff mistakenly called the room occupied by her travel companions. Subsequently, the hotel offered the complainant a bottle of champagne as an apology, which she declined and returned. She considered that both the room quality and service standards of Hotel D did not meet her expectations of a 5-star hotel, and therefore lodged a complaint with the Council, seeking a partial refund for the room.
Hotel D replied that after receiving the referral from the Council, it had proactively contacted the complainant, provided an explanation and offered compensation, which the complainant accepted. The case was successfully resolved.
Hotels, guesthouses and booking platforms may refer to the following recommendations to enhance tourists’ accommodation experience:
- Clearly set out arrangements and division of responsibilities for booking amendments, cancellations and refunds, so that consumers know which party to contact under different circumstances. The industry should also proactively contact affected consumers in a timely manner to assist in resolving related issues;
- Ensure that accommodation information is accurate, including the address, room type and facilities. If the originally booked room or room type cannot be provided due to unforeseen circumstances, new arrangements should be explained clearly and as early as possible, with flexible handling, so that consumers can make informed decisions;
- Conduct regular inspections and maintenance of room facilities to maintain appropriate quality and safety standards. As room rates at luxury hotels are generally higher, consumers tend to have higher expectations. Greater attention should therefore be paid to facility maintenance and staff service standards to avoid expectation gaps;
- Pay greater attention to consumer sentiments, value their feedback, and review existing arrangements and improve services in a timely manner to enhance guest confidence.
Consumers should note the following when booking or staying at accommodation:
- Carefully read accommodation information and verify order details before making payment. After booking, retain documentation of room details, booking records and receipts in case of disputes;
- Inspect room conditions and 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;
- Some online booking platforms are licensed travel agents in Hong Kong. If the relevant product falls within the meaning of “carrying on travel agent business” under the Travel Industry Ordinance, it will be regulated by the Travel Industry Authority (TIA). Consumers may check whether the platform displays a Hong Kong travel agent licence number, or consult the TIA website (https://www.tia.org.hk/en/travel-agents.html). If disputes arise with a licensed travel agent, consumers may also contact the TIA for follow up (Tel: +852 3698 5900);
- Under the Hotel and Guesthouse Accommodation Ordinance, any premises that are held out as providing sleeping accommodation to any persons presenting themselves who are willing to pay a fee for the sleeping accommodation constitute a hotel or guesthouse. Where, for each letting, the minimum rental period is less than 28 consecutive days, the hotel or guesthouse must hold a valid licence. Before making a booking, consumers may check the website of the Office of the Licensing Authority under the Home Affairs Department (https://www.hadla.gov.hk/en/licensing_matters/hotels/search.php) to verify whether the premises hold a valid licence, for added protection.
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