Sanya Introduces Trial Period for Accommodation Cancellation Rules
On March 8, the “Guidelines for Accommodation Booking Cancellation in Sanya (Trial)” officially took effect for a one-year trial period. These guidelines aim to standardize hotel cancellation policies, ensuring fair treatment for consumers, accommodation providers, and online booking platforms.
Key Details of the New Cancellation Guidelines
The guidelines apply specifically to individual bookings made through online platforms. They do not cover group bookings, offline phone reservations, or reservations made via travel agencies.
Cancellation Rules:
Non-Holiday Periods: Consumers can cancel their booking more than seven days before check-in and receive a full refund with no questions asked.
Public Holidays: During major holidays—including New Year’s Day, Spring Festival, Qingming Festival, Labor Day, Dragon Boat Festival, Mid-Autumn Festival, and National Day—cancellations made at least 15 days in advance qualify for a full refund.
Promotional & Discounted Rooms: These bookings are not eligible for no-reason cancellations.
Force Majeure: If cancellations are due to uncontrollable circumstances, such as natural disasters, public health emergencies, or flight cancellations, accommodation providers and booking platforms must issue a full refund upon receiving valid documentation from the consumer.
Faster Refunds and Consumer Protection
To improve the refund process, accommodation providers must establish swift refund mechanisms such as “credit refund” or “worry-free refund.” They are required to:
- Respond to cancellation requests within two hours.
- Process refunds within the stipulated time frame.
- Avoid unjustified refund reductions or delays.
For complaints, consumers can contact the 12345 Cancellation Hotline, which operates 24/7 and guarantees issue resolution within 48 hours. Complaints related to cancellations are also prioritized through the Sanya Worry-Free Travel platform.
What Is the “Sanya Worry-Free Travel” Platform?
The Sanya Worry-Free Travel platform (三亚放心游平台) is a government initiative designed to enhance the tourism experience and protect visitor rights. It addresses common issues such as unfair cancellation policies and poor service quality.
Key Features:
Complaint Resolution: Tourists can report issues related to booking cancellations, service quality, or disputes with tourism providers. Resolutions are typically provided within 48 hours.
Priority Compensation: In some cases, tourists may receive advance compensation (先行赔付) without waiting for lengthy dispute resolutions.
Consumer Protection: The platform’s goal is to foster trust between tourists and service providers by ensuring fair policies.
24/7 Support: Tourists can seek assistance at any time during their stay in Sanya.
Integration with Government Services: The platform connects with other services, such as the 12345 hotline.
How to Access the Platform
Tourists and travellers can find the Sanya Worry-Free Travel platform by searching 三亚放心游 in WeChat mini programs.
Note: The platform operates primarily in Chinese, so non-Chinese speakers may need assistance from a local.
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