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Beware of Hong Kong hotels’ staycation traps, consumer watchdog warns

  • Consumer Council urges buyers to read small print after guest checking into pet-friendly hotel is charged extra for bringing her cat
  • Another woman booked a room with a sea view, only to find the bedroom looked out onto the roof of a commercial building

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A guest looks out from a hotel window on New Year’s Eve last year in Tsim Sha Tsui. Photo: Bloomberg

Hong Kong’s consumer watchdog has warned of the traps of staycation bookings after receiving complaints over a sea view suite with no view, and from a guest who took a cat to a pet-friendly hotel but was told only dogs were allowed.

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The Consumer Council said on Tuesday it had received 10 complaints relating to staycation bookings in the first five months this year. There were 16 complaints last year, when staying at local hotels became popular with Hongkongers given the Covid-19 travel restrictions.

In one incident, a woman booked a HK$2,838 top-floor sea view suite in a hotel, which showed images of a panoramic view on its website and the booking confirmation document. But upon arrival for her one-night stay, she found the sea view from the living room partially obstructed by two buildings, while the bedroom window faced the roof of a commercial building. 

Hotel staff said her suite was only one of the four available, but because the one where the promotional images were taken was occupied, the woman was given another suite. 

Through mediation with the Consumer Council, the hotel agreed to refund 50 per cent of the booking fee.

Consumers have been reminded to check the terms and conditions any time they book a staycation. Photo: Shutterstock
Consumers have been reminded to check the terms and conditions any time they book a staycation. Photo: Shutterstock

Gilly Wong Fung-han, the watchdog’s chief executive, also reminded consumers to check the terms and conditions on anything they booked.

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