The hotel is willing to negotiate that there may be feces on the showerhead during the guest room shower: The female guest claimed to have spent nearly 10000 yuan on testing and requested compensation for the price | Customer | Hotel
Recently, Ms. Zhang reported to the Pengpai Quality View Complaint Platform that on July 12th, she stayed at the Wangfujing branch of Zibo Fengyue Jinghe Hotel for 332 yuan per night. On that day, while taking a shower in the bathroom, she found a coin sized foreign object on the shower, suspected of feces.
Ms. Zhang requested to check the surveillance footage at the hotel, but was refused by the other party. Ms. Zhang stated that the incident has had a certain psychological impact on her, and she requested the hotel involved to reimburse the foreign body examination fee and subsequent physical examination fees, as well as compensate for the related losses. In addition, Ms. Zhang hopes that the hotel involved can provide a reasonable explanation for the occurrence of foreign objects on the showerhead and actively cooperate in identifying the perpetrator. Ms. Zhang stated that on the day of the incident, she spent 2071.73 yuan to go to the hospital for examination and medication, and later spent more than 1700 yuan on medical expenses. She also self funded 6000 yuan to send the samples for testing, spending a total of nearly 10000 yuan. Currently, the hotel has only reimbursed the medical expenses for July 12th.
On July 25th, Pengpai News called the Wangfujing branch of Zibo Fengyue Jinghe Hotel. The staff told Pengpai News that hotel monitoring involves customer privacy and cannot be provided unless relevant departments intervene and request access. Regarding the issue of expense reimbursement, the aforementioned hotel staff stated that if the customer provides the corresponding documents, the hotel will negotiate with the customer to handle it.
On the afternoon of July 26th, Pengpai News called the hotel involved again. The staff stated that if the hotel leaks surveillance information, it will be held legally responsible and can only be provided as evidence unless a court case is filed.
Consumer complaints:
Ms. Zhang said that while taking a shower at the hotel at noon that day, she found a brown foreign object on the shower that seemed to be feces. According to Ms. Zhang's recollection, the foreign object was a fluid with a foul odor upon closer inspection, and was adhered to filamentous substances. Some red block like fragments could also be seen, resembling undigested chili peppers. "The design of the room is dry and wet separation, and unless someone intentionally does it, feces cannot appear in the bathroom," Ms. Zhang told Paper.
Ms. Zhang is concerned that the foreign objects on the showerhead during the shower may carry infectious diseases and viruses that may affect her physical health. After the incident, Ms. Zhang immediately contacted the hotel and, accompanied by hotel staff, went to the hospital for infectious disease testing and prescribed medication. Ms. Zhang stated that the hotel involved has reimbursed her medical expenses for the day of July 12th, totaling 2071.73 yuan. Afterwards, Ms. Zhang underwent gynecological infectious disease related examinations as requested by the doctor, and the related medical expenses exceeded 1700 yuan, which has not yet been reimbursed by the hotel. Ms. Zhang told Pengpai News that all the infectious disease tests conducted have yielded negative results.
On the afternoon of July 14th, in order to clarify the composition of the foreign object, Ms. Zhang contacted a third-party testing agency and, with the cooperation of hotel staff, packaged the foreign object. She self funded 6000 yuan to send the sample to a local testing agency for testing. The test report results show that the main components of foreign objects are amides, fatty acids, cholesterol, cellulose, and other substances. The staff of the testing center told Pengpai News that these types of substances are concentrated on the showerhead, and a reasonable explanation is vomit or feces. However, to clearly distinguish between the two, further testing by judicial authorities is needed.
Ms. Zhang requested to check the surveillance footage at the hotel, but was refused by the other party. Ms. Zhang stated that the incident has had a certain psychological impact on her, and requested that the hotel involved reimburse the foreign body examination fee and subsequent physical examination fee, as well as compensate for the corresponding mental loss expenses. In addition, Ms. Zhang hopes that the hotel can provide a reasonable explanation for the occurrence of foreign objects on the showerhead and actively cooperate in identifying the perpetrator of the incident.
On the afternoon of July 26th, Ms. Zhang told Pengpai News that she requested the hotel to keep hotel surveillance records and jointly seal them, but was refused by the other party. Ms. Zhang claimed that in order to preserve evidence, she has been staying at the hotel since July 12th, which has also delayed her original itinerary. The related accommodation and transportation costs need to be negotiated with the hotel. At present, Ms. Zhang stated that it is not ruled out to use legal weapons to protect her legitimate rights and interests in the future.
Hotel response:
On the morning of July 25th, Pengpai News called the Wangfujing branch of Zibo Fengyue Jinghe Hotel. The staff told Pengpai News that Ms. Zhang's feedback on the presence of foreign objects on the bathroom shower in her room is true, but they are not aware of the results of the foreign object components being tested. The staff stated that the hotel had previously reimbursed the medical expenses for the customer on July 12th, and the customer has been staying in their hotel since then, and the hotel has not charged any related room fees. Regarding the reimbursement of subsequent related expenses, if the customer provides a complete receipt, the hotel will negotiate with the customer to handle it.
In addition, the hotel staff replied that hotel monitoring involves the privacy of the hotel and customers, and cannot be provided to customers for viewing unless relevant departments intervene and request access.
On the afternoon of July 26th, Pengpai News called the hotel involved again. The staff stated that consumers also have no right to keep hotel surveillance footage, and the hotel is not obligated to provide it. The staff member told Pengpai News that if the hotel leaks surveillance information, it will be held legally responsible and can only be provided as evidence unless a court case is filed. The hotel manager will go to Zibo tomorrow for final communication and negotiation with consumers.
