文 丨 《BUG》栏目 周文猛 因"霸王条款"刚被约谈完成后，华住集团疑似因旗下酒店"恐吓顾客"的极端事件，登上了热搜。 近日，有网友投诉称，自己在取消此前预定的南京地区桔子酒店房间后，于凌晨收到店方发来的恐吓信 息，直言"我可以去你方间强贱你"。 在微博等平台上，目前有关"桔子酒店回应顾客凌晨收到恐吓短信"的消息已引发超2289条讨论、2351.8 万阅读，大量顾客对涉事门店给出的说辞深表质疑。 与此同时，此次事件也引发了一些消费者的担忧，即使非工作人员发出，也反映了桔子酒店"系统不咋 样"，且有可能"泄露顾客信息"。 据该事件涉事门店回应《BUG》栏目，目前警方已介入调查此事，前述恐吓言论并非工作人员发出。 另有华住集团相关人员回应《BUG》栏目："会反馈并派专员跟进处理此事，预计72小时内会有结果"。 有用户质疑道："酒店方肯定嫌疑最大，系统可以用手机或其他设备登录。"对于讨论最多的黑客一说， 很多人认为所谓的黑客没有理由入侵桔子酒店，其反而可能是"替罪羊"。 目前在黑猫投诉 【下载黑猫投诉客户端】等平台上，桔子酒店疑似"恐吓"入住的投诉情况也曾发生。 这背后，究竟是管理失守还是系统漏洞？ 被指恐吓退单 ...

Recent Events - On February 11, 2026, the Beijing Consumers Association held a meeting with Huazhu Group's membership club, Huazhu Club, highlighting that the mandatory arbitration clause in its membership service agreement may be an unfair format clause, limiting consumer rights. The association requested a comprehensive self-examination and a deadline for rectification. Additionally, there have been consumer complaints regarding hygiene issues in Huazhu's hotels, such as the incident at the Beijing Orange Crystal Hotel. Huazhu Club responded by stating that it takes these issues seriously and has initiated a self-examination, committing to optimize the consumer environment. The subsequent rectification progress may have a short-term impact on brand image and investor sentiment [1]. Stock Performance - Following the meeting, Huazhu Group's stock (01179.HK) experienced a 1.49% decline on February 11, 2026, but rebounded with a 1.32% increase on February 12, closing at HKD 41.42. Over the recent 7-day period (February 6 to 12), the stock rose by 7.58%, with active trading and technical indicators showing increased volatility, necessitating attention to market sentiment changes [2]. Institutional Insights - In a report dated February 4, 2026, Citi Securities noted that with the upcoming Spring Festival holiday, consumer travel intentions are expected to increase. They forecasted that Huazhu will continue its positive growth trend in Revenue per Available Room (RevPAR), raising the 2026 RevPAR growth forecast from 1.1% to 2.8%. This outlook is based on Huazhu's high operating leverage and brand structure optimization, although the report did not specifically analyze short-term event risks [3]. Financial Performance - Huazhu Group's financial performance for Q3 2025 showed an 8.1% year-on-year revenue increase to CNY 7 billion, with the number of newly opened hotels reaching a seasonal high for the year. While this data is historical, the company's ongoing expansion and membership growth (with over 300 million members in Huazhu Club) may provide context for future events, warranting attention to upcoming financial reports and business developments [4].

Core Viewpoint - The Beijing Consumer Association has raised concerns about unfair terms in the membership service agreement of Huazhu Club, prompting the company to initiate a comprehensive self-examination and rectification process [1] Group 1: Company Response - Huazhu Club has acknowledged the concerns raised by the Beijing Consumer Association and is committed to protecting consumer rights as a top priority [1] - The company has started a thorough review of the relevant user agreements and plans to adjust arbitration jurisdiction provisions promptly [1] - Huazhu Club has pledged to enhance its user feedback collection mechanism and regularly publish updates on member rights protection [1]

Core Viewpoint - Huazhu Group's membership club, Huazhu Club, was summoned by the Beijing Consumer Association on February 11, 2026, regarding unfair arbitration clauses in its membership service agreement, which limit consumer rights [1] - Recent consumer complaints about hygiene issues in Huazhu hotels have raised concerns about management quality, prompting the company to initiate a self-inspection and commit to improving the consumer environment [1] Stock Performance - Huazhu Group's stock (01179.HK) rose by 7.58% over the recent 7-day period from February 6 to February 12, 2026, with the closing price increasing from HKD 40.16 to HKD 41.42 [2] - The stock experienced increased volatility, with a single-day drop of 1.49% on February 11 due to the summons, followed by a rebound of 1.32% on February 12 [2] - The trading volume during this period reached HKD 4.44 billion, with a closing price of HKD 41.42 on February 12, showing a daily fluctuation of 1.86% and a turnover rate of 0.06% [2] Institutional Insights - According to a report by Citi on February 4, 2026, consumer travel willingness is expected to increase with the upcoming Spring Festival, leading to a positive growth trend in revenue per available room (RevPAR) for Huazhu [3] - The RevPAR growth forecast for 2026 has been raised to 2.8%, based on Huazhu's high operating leverage and brand structure optimization, although specific analysis of short-term event risks was not provided [3]

Core Viewpoint - H World Group's member club, Huazhu Club, has been criticized by the Beijing Consumer Association for clauses that allegedly infringe on consumer rights, indicating a decline in consumer reputation and increasing complaints against the company [2][15][18]. Group 1: Consumer Complaints - H World Group has received over 10,000 complaints on the Black Cat Complaints platform, highlighting significant issues with various hotel brands under its management [16]. - A consumer reported finding a used pregnancy test in the toothbrush holder at a mid-range hotel, raising serious hygiene concerns and indicating major lapses in cleaning protocols [6][8]. - Another consumer experienced a showerhead falling and injuring her head at a budget hotel, with the hotel staff refusing to assist her in seeking medical attention or providing compensation [12][14]. Group 2: Regulatory Actions - The Beijing Consumer Association has formally addressed H World Group regarding unfair terms in the Huazhu Club's membership agreement, which limits consumer rights and requires arbitration in Shanghai, thus infringing on legal rights to sue in court [18]. - The association has mandated H World Group to rectify these unfair terms, conduct a comprehensive review of existing agreements, and establish a consumer rights communication mechanism [18]. Group 3: Brand Integrity and Management - H World Group's founder, Ji Qi, previously emphasized the importance of maintaining "good brand, good property, good quality," yet current consumer feedback suggests that several hotel brands are failing to meet these standards [4][20]. - The company is urged to balance its expansion with a focus on quality and service to protect consumer rights effectively [20].

炒股就看金麒麟分析师研报，权威，专业，及时，全面，助您挖掘潜力主题机会！ 来源：数读社 华住集团正处于"躁"的中心，蒙眼狂奔之下，是消费者服务体验的逐渐下滑，也是加盟商日渐增加的压 力。华住需要从"蒙眼狂奔"向令消费者"心安"的价值回归。 作者 | 卢 梭 编辑 | 金 晓 2月11日，华住会被约谈。 北京市消费者协会对华住会运营方——汉庭星空（上海）酒店管理有限公司进行约谈，明确指出该公司 相关条款中涉嫌存在排除、限制消费者主要权利的情况，损害消费者的合法权益，并要求其进行全面自 查和限期整改。 这是携程被立案后，差旅领域又一起重要事件。巧合的是，华住集团的创始人季琦，与携程还有着千丝 万缕的联系。 #1 与携程一脉相承 Business Data Analysis 季琦是携程的联合创始人，曾是携程"四君子"之一，在前十余年的创业生涯中，先后创办携程、如家、 汉庭三家市值超过百亿的上市公司，被誉为"创业教父"。 事实上，携程也是华住会的股东，根据财报，截至目前，携程扔持有华住7%的股份。 华住每年需要向携程支付佣金。2024年，华住租赁及自有的酒店向携程支付预订服务的佣金费用2.97亿 元；租赁开支1900 ...

Core Viewpoint - The Beijing Consumer Association has raised concerns regarding unfair terms in the membership service agreement of Huazhu Club, prompting the company to conduct a comprehensive self-examination and rectify the issues identified [1] Group 1: Company Response - Huazhu Club has acknowledged the concerns raised by the Beijing Consumer Association and is committed to ensuring consumer rights are protected [1] - The company has initiated a thorough review and adjustment of the relevant user agreements, particularly focusing on arbitration jurisdiction clauses [1] Group 2: Consumer Rights Protection - Huazhu Club has pledged to enhance its user feedback collection mechanism and will regularly publish updates on member rights protection [1] - The company aims to further improve the consumer environment as part of its commitment to consumer rights [1]

Core Viewpoint - The Beijing Consumer Association has held a meeting with Huazhu Club, outlining three rectification requirements and emphasizing the need for enhanced supervision measures. Huazhu has expressed its commitment to consumer rights and initiated a comprehensive review and rectification of user agreements [1] Group 1: Company Response - Huazhu has acknowledged the supervision and guidance from the Beijing Consumer Association and has committed to improving its user agreement and arbitration jurisdiction [1] - The company will enhance its mechanism for collecting user feedback and will regularly publish information regarding member rights protection [1] Group 2: Company Overview - Huazhu Group, founded in 2005, operates 12,702 hotels across 20 countries and regions, with a total of 1,246,240 rooms in operation as of September 30, 2025 [1] - The Huazhu Club serves as an efficient self-sourced network for over 300 million members, providing accommodation and travel services [1]

Core Viewpoint - Beijing Consumer Association has raised concerns regarding unfair terms in the membership service agreement of Huazhu Club, leading to a requirement for the company to rectify these issues to protect consumer rights [1][2][3]. Group 1: Consumer Rights Issues - The membership agreement of Huazhu Club includes a clause that limits dispute resolution to arbitration at the Shanghai Arbitration Commission, which restricts consumers' rights to file lawsuits in court [2]. - This clause is seen as an unreasonable limitation on consumer rights, violating the Consumer Rights Protection Law, which prohibits using standard terms to unfairly limit consumer rights or increase their responsibilities [2][3]. Group 2: Rectification Requirements - The Beijing Consumer Association has mandated Huazhu Club to immediately amend the arbitration clause within 10 working days and ensure that consumers retain the right to choose between litigation and arbitration [2]. - The company is also required to conduct a comprehensive review of all consumer-facing agreements to ensure compliance with legal standards and eliminate any unreasonable terms that restrict consumer rights [2][3]. Group 3: Communication and Compliance - The association recommends that Huazhu Club establish a communication mechanism with consumers to regularly gather feedback and involve them in the formulation or modification of rules affecting their rights [3]. - The Consumer Association will monitor the implementation of these rectification measures and may take further actions if the company fails to comply, including public criticism and potential legal actions [3]. Group 4: Market Performance - Huazhu Group's stock closed at $53.20 on February 11, with a gain of 2.45% [4].

Group 1 - The Beijing Consumers Association has raised concerns about unfair terms in the membership service agreement of Huazhu Club, including mandatory arbitration clauses that limit consumer rights, and has requested a comprehensive self-examination and rectification within a specified timeframe [1] - Huazhu Group has responded by emphasizing its commitment to addressing the issue and improving the consumer environment, which may lead to short-term negative impacts on the brand image and investor sentiment [1] Group 2 - Huazhu Group's stock (01179.HK) has seen a 10.01% increase over the past week (February 4 to 11, 2026), but experienced a 1.49% decline on February 11, closing at HKD 40.88, with a total trading volume of HKD 5.32 billion during this period [2] - The stock's recent performance has been influenced by market sentiment and industry factors, with a notable 4.31% increase on February 6 when Chinese concept stocks surged [2] Group 3 - According to a report from Credit Lyonnais on February 4, 2026, consumer travel intentions are expected to increase as the Spring Festival approaches, leading to a positive growth trend in revenue per available room (RevPAR) for Huazhu, with the 2026 RevPAR growth forecast raised to 2.8% [3] - This optimistic outlook is based on Huazhu's high operating leverage and brand structure optimization, although the report does not address short-term event risks [3]