Sanya implements full refunds, consumer protection for tourists

Sanya Luhuitou State Guest House &Resort. [Photos provided to chinadaily.com.cn]

Tourists visiting Sanya, Hainan province, can now receive a full refund for cancellations made at least seven days before check-in during non-statutory holidays, as outlined in new guidelines released by the Sanya Federation of Tourism Associations on Saturday.

These guidelines, titled "Guiding Opinions on Room Reservation and Cancellation in Sanya's Accommodation Industry (Trial)", establish rules for both accommodation providers and online booking platforms during statutory and non-statutory holiday periods. For statutory holidays such as Spring Festival and National Day, the cancellation period extends to at least 15 days before check-in.

Effective immediately, for a one-year trial period, the regulations apply to individual online bookings, cancellations and related services in Sanya, excluding group bookings, offline phone reservations and travel agency bookings.

Accommodation providers in the coastal city are mandated to implement quick refund systems, responding to cancellation requests within 2 hours and issuing refunds within the specified timeframe without deductions.

The guidelines also require online booking platforms to prominently display cancellation policies, including deadlines for free cancellations, incremental fee structures, and force majeure clauses. They are also tasked with strengthening merchant verification processes and addressing issues such as hotel name infringement and unclear refund terms like "partial refund" or "discretionary charges".

Additionally, the guidelines further include oversight mechanisms for addressing complaints against accommodation providers and online booking platforms, with supervisory authorities empowered to impose penalties or other measures.

Sanya is preparing to launch a "12345 Cancellation Hotline" for round-the-clock complaint reception and resolution within 48 hours, with the Sanya Trust Pay platform handling compensation requests.

Governor Liu Xiaoming of Hainan province, speaking during the ongoing two sessions on Friday, affirmed the province's commitment to promptly resolving tourist grievances through the Hainan Trust Pay platform, ensuring immediate redress and compensation.

Emphasizing the protection of consumer interests to uphold Hainan's tourism reputation, Liu vowed that there will be consequences for entities that tarnish the province's image. Liu's proactive approach to addressing tourist concerns has garnered attention online, underscoring Hainan's dedication to fair pricing and efficient complaint resolution channels to enhance the overall visitor experience.