Recently, a high-end hotel in Hainan was exposed to have three rats appearing in the middle of the night, causing concern.
According to reports from multiple media outlets in mainland China, the person involved, Ms. Qi, introduced that the hotel in question is the Raffles Hotel in Clearwater Bay, Hainan, with a room rate of 9800 yuan per night. On February 10th, she and her family chose to stay in a villa with a temperature-controlled swimming pool, planning to stay for two nights. However, on the night of check-in, around 1 am, she was startled awake by strange noises coming from the bedside cabinet. Upon inspection, she discovered that rats were gnawing on the floor wires and planks. With two 70-year-old elderly people and a child in the room, she dared not to sleep all night, as the sound of rats gnawing continued until 7 am the next morning.
Ms. Qi stated that at 8 am the next morning, hotel staff finally came to handle the situation. Three rats were found in total, one large and two small ones. The large rat was more than twice the size of the smaller ones. The staff immediately killed one of the small rats on the spot, while the other two managed to escape.
She expressed that the scene left her and her family extremely distressed, seriously affecting their itinerary and mood. After the incident, the hotel originally intended to compensate with two days of complimentary stay, but the hotel leadership later disagreed. Therefore, only room change and refund for the night of stay were offered, without corresponding compensation.
Ms. Qi and her family were very dissatisfied with this, so they filed a complaint with the local tourism bureau. Currently, both parties have not reached a resolution.
Accor Group customer service responded, stating that the hotel had contacted the relevant team to inspect and thoroughly eradicate the issue, with the hotel in question having already provided a full refund and resolution. However, there was no clear response to questions regarding the store management regulations and compensation.
Public records show that the Raffles Hotel in Clearwater Bay, Hainan opened in 2013 and is a five-star hotel under Accor Hotel Group.