Group 1 - The core issue highlighted is the difficulty consumers face in obtaining refunds for hotel bookings through the travel platform Qunar, particularly in the context of a surge in cancellations related to travel in Japan [2][3] - Consumers report that Qunar charges hotel fees 15 days in advance and imposes full charges for cancellations made within 15 days of check-in, which they find unreasonable as hotels do not lock in fees that early [2] - Qunar's public relations team claims that refund policies are dictated by the individual hotels and that the platform has limited control over these policies, emphasizing that communication with hotels is ongoing [3] Group 2 - Many consumers express concerns on social media about Qunar allegedly using the excuse of "hotel refusal to refund" to mislead customers, indicating a potential information asymmetry [3] - Qunar explains that the cancellation policies vary by property, especially for overseas accommodations, due to local labor shortages and operational requirements, which necessitate longer preparation times [3] - The platform operates on an agency model where various agents negotiate bulk contracts with hotels at lower prices, resulting in stricter cancellation terms for consumers when booking at discounted rates [3]
游客取消日本酒店却遇退费难 去哪儿网回应
Xi Niu Cai Jing·2025-11-26 05:45