Meituan Hotel has been pitted, how to protect rights? (Pro-test is effective)

1 1 went to Seda, found that the hotel was oversold, and posted the check-in guarantee processing flow of Meituan, which was useful (in fact, I didn't know when we negotiated, we handled it according to our own understanding of the corresponding laws and regulations, but I didn't expect blind cats to meet dead mice, hoping to help friends in the same situation).

Focus on:

1, the hotel is oversold. Don't look for online customer service. Online customer service can't basically solve complex problems. Meituan's online customer service system is really lazy, far less than JD.COM's;

2, the first-line customer service is basically a big shot, and there is no authority in hand. Try to upgrade the second line through sensitive words (such as lawyers, courts, complaints, industry and commerce, evidence retention, etc.). );

3, be sure to keep evidence, room videos, hotel boss recordings, business photos, etc. , the more the better;

4. According to the check-in guarantee, let the platform make an appointment first (telephone customer service telephone recording). If the platform fails to perform the contract, make an appointment by itself. Remember to invoice (you can open your own company's head, there is no specific requirement) and check-in details;

5. If the platform is not solved, please dial 12345 directly. According to civil servants, the government is very afraid of this now, and there is a quick handling process.

It is not easy to protect rights by recording the whole process in a running account. It is hoped that the platform experience (business experience and system experience) can be improved and the platform's control over merchants can be improved.

The thing is, on the eleventh trip, my husband and wife made an appointment with two other girlfriends to go to western Sichuan to play, starting from Chengdu and returning to Chengdu via Siguniang Mountain, Seda, Tagong and Kangding. Considering that 1 1 month is the tourist season in western Sichuan, we booked a hotel on Meituan one month in advance.

On the second night, I stayed in Siguniang Mountain. On the third morning, I drove 400+ km to Seda via provincial highway 2 10 and national highway 2 17. Due to the bad road conditions along the way, it was already 9 pm when we arrived in Seda. We rushed to the hotel to prepare for parking and happened to meet the hotel owner. The boss asked us if we had a reservation. We said that we had made a reservation in Meituan and showed the mobile phone order to the boss (it was later found that the boss ordered it when he was looking at our mobile phone! I learned it from a pit, so don't show it to others or operate it in the future! ! ! After seeing it, the boss said that the hotel was full and said that he would take us to another hotel opened by them, and the room was better than this one. Although I didn't want to move, I followed my boss in order to pack my luggage for dinner early. Who would have thought? After reading our order, the boss suddenly turned his face and said, you can't afford this room at this price. Let's go home by ourselves. By this time, we were already bored, but we navigated back to the original hotel. Later, I learned that the boss's room was oversold. I took us to the other room. After carefully reading the price we ordered a month ago, we drove back to the so-called "room". )

After arriving at the hotel, the aunt at the front desk took us to the room on the second floor. We booked two single rooms with a 24-hour hot bath on the tour group, but when we got to the second floor, we saw a room with a concrete floor, separated by two rooms. The height of the room looks like a staircase. The whole "room" has nothing but four beds and some old wardrobes from the 1980s (I don't know what's in them). Only then did we realize that we had been cheated.

After we told the aunt at the front desk that the room didn't match the one booked at night, the aunt said that she didn't care and let us go to the hotel owner. We negotiated with the hotel owner, who said it was the only one. We can stay if we want, and check out if we don't want. It was very difficult and there was no apology. Seeing that it was hopeless to negotiate with the boss, we turned to Meituan customer service. First, I found online customer service in the app. Similar to most internet companies, in order to reduce the cost of manual customer service, I started with robot reception. Because I am a customer service system, I decisively entered the logic of "turning to manual" to trigger switching to manual customer service. Manual customer service is a queuing mechanism. After waiting for about 10 minutes, I finally contacted the online customer service and briefly explained the problem. On the way, I jumped from the customer service consultation page to the product details page to check the product details, and finally found it. ! It's almost evening 10. We haven't had dinner yet, and our two friends are still arrogant. We couldn't wait any longer, so Baidu hired the human customer service of Meituan to call the human customer service. After a series of nonsense and many outputs, we finally found the artificial customer service. The general principle of front-line customer service is to be patient, and we have no authority, only to provide us with an unsubscribe after asking about our overall situation. After this, we make a temporary appointment ourselves. First, there is no room, and the price of the second room at the same level is several times higher, which is definitely unacceptable. The customer service said there was no way, Nani? ! We upgraded this move with "sensitive words" and threatened to keep videos, pictures and recorded evidence for reporting. Customer service is not rude to see us, and promises to give us a reply within 30 minutes.

It was cold and hungry at this time, so we took a video of the room and went to eat first. After 30 minutes of customer service commitment, I still didn't receive any call back, so I called customer service again. The connected customer service asked us about our situation again and again, and we clearly expressed our demands: either the hotel provided us with a room that met the description or the Meituan provided us with accommodation. The customer service said that it was necessary to check with the hotel. Soon after, the customer service called back and said that it had been checked with the hotel, and there was no room in the hotel. After our repeated accountability, the customer service admitted that it was a hotel problem, not a platform problem, and could provide us with cancellation. We emphasize that we will not accept the cancellation, and the platform will bear joint and several responsibilities in this case, and reiterate our appeal here: either the hotel will provide us with a room that meets the description, or the US Mission will provide us with accommodation. The customer service said that an application was needed. The process of handling such incidents is to call us back within 24 hours. Considering the reality: first of all, the processing specialist did get off work at 1 1 in the afternoon; Second, after questioning, our feedback has generated a second-line work order in the system; Third, we are so sleepy and tired; We decided to get a 24-hour call back from customer service and find a hotel to stay.

The process of finding hotel accommodation is another bitter tear. We called nearly 20 hotels, even asked about the beds of the youth travel service, and finally found two rooms, one is 880, including breakfast. Check in, take a shower, sleep. When I checked out the next day, I asked the front desk for the check-in certificate. First, I went to the celestial burial platform (in fact, celestial burial usually starts at one or two in the afternoon, so we didn't plan to see it, so we went to see it in the morning), and then I went to Wuming Buddhist College. In the picture of going up the mountain by car, I received a call back from the customer service. We told him that the US delegation did not find us a hotel according to the guarantee of joining the group. We found the hotel ourselves and told us the price. The customer service said that our stay was too expensive, and we had to find a room at the same price. We killed Meituan, and we didn't do our duty. The customer service can't stand it, just upload the check-in certificate according to the SMS guidance. At 3 o'clock in the afternoon, I received a call from customer service, telling us that we need to issue an invoice. Call the hotel, add WeChat, invoice and send pictures. SMS-guided upload. At 4 o'clock in the afternoon, I received a call from customer service, telling me that the difference and amount of the unsubscribe order will be refunded within a few working days respectively. 107,65438 received a full refund.