Meituan was cheated when booking a hotel, how to defend rights? (Personally tested and effective)

When I went to Seda on November 1st and encountered an overbooked hotel, I posted Meituan’s check-in guarantee process and found it useful for personal testing (in fact, I didn’t know it when we negotiated and handled it. We based it on our own understanding of the corresponding laws and regulations. I went to deal with it, but I didn’t expect that a blind cat met a dead mouse. I hope it can help friends in the same situation)

Key points:

1. Don’t contact online customer service if the hotel is oversold. Online customer service basically cannot solve complex problems, and Meituan’s online customer service system is really lazy and far inferior to JD.com;

2. Telephone front-line customer service basically reduces major issues to small ones. If you don’t have much authority, try to use sensitive words (such as lawyers, courts, complaints, industry and commerce, evidence retention, etc.) to upgrade to the second line;

3. Be sure to retain evidence, including room videos and hotel owner recordings , room type pictures on Shangxiang page, etc., the more the better;

4. According to the check-in guarantee, let the platform help you book a room first (telephone customer service has phone recordings), if the platform does not fulfill the contract, you can book a room yourself, remember Issue invoices (you can issue your own company's letterhead, no specific requirements) and check-in details;

5. If the platform does not solve the problem, just call 12345 directly. According to civil servant students, the government is very afraid of this now. And there is a quick processing process.

The following is a running account of the entire process. Rights protection is not easy. We hope that the platform experience (business experience, system experience) can be improved and the platform's control over merchants can be improved.

This is what happened. On our trip on November 1, our couple made an appointment with two other best friends to go to western Sichuan. We started from Chengdu and returned to Chengdu via Siguniang Mountain, Seda, Tagong, and Kangding. Considering that National Day is the peak tourist season in Western Sichuan, we booked a hotel on Meituan one month in advance.

We stayed at Mount Siguniang for the night on the 2nd, and drove 40 kilometers to Seda via Provincial Highway 210 and National Highway 217 on the morning of the 3rd. Due to poor road conditions along the road, it was already 9pm when we arrived at Seda. We rushed to the hotel to park the car and happened to meet the hotel owner. The boss asked us if we had made a reservation. We said we had made a reservation through Meituan and showed the order on our mobile phone to the boss (later we found out that the boss was checking our mobile phone. Check in by yourself! You will learn a lesson and never let anyone else see or operate your phone!) After reading this, the boss said that this hotel was fully booked and he told us to take us to another one they opened. The hotel and rooms are better than this one. Although we didn't want to move, we followed the boss there in order to put our luggage away for dinner early. After thinking about it, the boss suddenly changed his face after reading our order again and said, you can't afford the room here at this price, so let us go back by ourselves. At this time, we were already very angry, but we still navigated back to the original hotel. (I later realized that the boss’s room was oversold and he originally took us to another room. After carefully checking that the price we booked a month ago was relatively low, he rushed us back to stay in that so-called “room”)

Arrive After the hotel, the aunt at the front desk took us to the room on the second floor. We booked two single rooms on Meituan with 24-hour hot water bathrooms, but when we went up to the second floor, what we saw was a room with a cement floor, which was divided into two rooms. The height of the floor seemed like Separated by a staircase, the entire "room" contained nothing but four beds and some old-fashioned wardrobes from the 1980s (I don't know what was in them). Only then did we realize that we had been cheated.

After we told the aunt at the front desk that the room was different from what we booked that night, she said she didn't care and asked us to find the hotel owner. We negotiated with the hotel owner, who said that this was the only room available. We could stay if we wanted and check out if we didn't. He was very forceful and didn't show any apologies. Seeing that there was no hope of negotiating with the boss, we turned to Meituan customer service. First, I looked for online customer service in the app. Similar to most Internet companies, in order to reduce the cost of manual customer service, I first received robot reception. Because I work in the customer service system, I decisively entered "switch to manual" to trigger the logic of switching to manual customer service. Manual customer service It is a queuing mechanism. After queuing for about 10 minutes, we finally contacted the online customer service and briefly explained the problem. On the way, we jumped from the customer service consultation page to the product details page to view the product details. After searching for a long time, we could not find the entrance to the customer service chat. ! ! It was almost 10 o'clock in the evening, we hadn't eaten dinner yet, and two of our friends who were traveling with us were still hyperactive. We couldn't wait any longer, so we called Meituan's manual customer service on Baidu. After a long series of nonsense and... After multiple outputs, I finally found a human customer service. The general principle of front-line customer service is to reduce big things to small ones, and they don’t have much authority, so after asking us about the overall situation, they only offered us to unsubscribe. After unsubscribing at this juncture, we went to make a temporary reservation ourselves. The price of the room is several times higher than that of the second room of the same level, which we will definitely not accept. The customer service said there was nothing he could do, Nani? ! We resorted to the "sensitive word" tactic and threatened to retain video, picture and audio recording evidence to report. When the customer service staff saw that we were not being unkind, they promised to get back to us within 30 minutes.

At this time, we were hungry and cold. We took a video of the room and went to eat first. After the 30 minutes promised by customer service, we still didn't receive any call back, so we called customer service again.

The customer service who got through asked us about our situation again and again, and we clearly expressed our demands: either the hotel will provide us with a room that meets the description, or Meituan will provide us with accommodation. Customer service said they needed to check with the hotel. Soon after, the customer service called back and said that they had verified with the hotel and found that the hotel indeed had no rooms. After our repeated questioning, the customer service admitted that it was the hotel's problem and not the platform's problem, and they could provide us with a cancellation option. We emphasize that we do not accept cancellations. The platform is jointly and severally liable in this case, and reiterate our appeal: either the hotel will provide us with a room that meets the description, or Meituan will provide us with accommodation. The customer service said that we need to apply. The procedure for handling this kind of incident is to call us back within 24 hours. Taking into account the actual situation: first, the processing specialist has indeed left work at 11 p.m.; second, after questioning our feedback, a second-line work order has been generated in the system; third, we are too sleepy and tired; we decided to accept the 24-hour call from customer service If you call back within hours, please find a hotel to check into first.

The process of finding a hotel to stay in was another bitter experience. We called nearly 20 hotels, and even asked about youth hostel beds, and finally found two rooms, one for 880, including breakfast. Check in, take a shower, sleep. When checking out the next day, I asked the front desk for a check-in certificate. We first went to the sky burial platform (actually sky burials usually start at one or two o'clock in the afternoon, we didn't plan to see it, so we went to pay our respects in the morning), and then went to Wuming Buddhist College. In the picture of taking the bus up the mountain, we received the customer service We called him back and told him that Meituan did not find a hotel for us according to the guarantee of entry. We found the hotel ourselves and informed the price. The customer service said that our stay was too expensive and we should find a room with the same price. We refused. Fulfill his responsibility and tell him to go to the system to check the remaining rooms and prices on the Seda Meituan website last night. The customer service couldn't stand it, so they asked us to upload the check-in certificate according to the text message guidance. After 3 p.m., we received another call from customer service, informing us that we needed to issue an invoice. We called the hotel and added WeChat to open the invoice and send pictures. We also received text messages to guide the upload. I received a call from customer service after 4 p.m., telling me that the price difference and the amount of the order cancellation would be refunded in a few working days. On October 7th, I received a full refund.