北京
“五一”小長假將至，酒店預(yù)訂糾紛卻讓部分消費(fèi)者鬧心。
4月27日，話題#登上熱搜，引發(fā)網(wǎng)友熱議。
As the May Day holiday approaches, a hotel booking dispute has dampened the travel plans of some holidaymakers.
On Monday, a topic titled "Woman forced to cancel hotel booking after staff claim owner died, only to see price double" trended on social media, sparking heated discussion.
近日，消費(fèi)者張女士在社交平臺反映，廣西柳州胡同七號酒店無端違約，被商家以“老板離世、門店將查封”等離譜理由要求退訂，疑似嫌早期預(yù)訂價格過低，單方面毀約牟利。
圖源：某社交平臺
據(jù)張女士介紹，2月7日，她提前預(yù)訂了柳州胡同七號酒店萬達(dá)廣場店5月1日至5日的房間，總價494.85元，計劃五一期間前往柳州游玩。
4月23日，酒店突然致電，告知其老板已于三月離世，因背負(fù)巨額外債面臨法院查封，門店四月即將關(guān)停，無法承接五一住宿訂單，催促她盡快申請退款，并主動推薦其他住宿。因擔(dān)心五一房源緊張，張女士取消了該酒店訂單，隨后預(yù)訂其他酒店。
According to a woman surnamed Zhang, she booked a room at the Wanda Plaza branch of Liuzhou Hutong No 7 Hotel for May 1 to 5 at a total cost of 494.85 yuan, planning a trip to Liuzhou during the holiday.
On Thursday, the hotel contacted her, claiming that the owner had died in March and left behind significant debts, which led to a court-ordered seizure of the property. The hotel said it would close in April and could not honor May Day bookings. Staff urged Zhang to request a refund and offered to recommend alternative accommodation. Concerned about limited availability during the peak travel period, Zhang canceled the booking and reserved another hotel.
面對這套荒誕的說辭，張女士心生疑慮，隨后聯(lián)系訂房平臺核實情況，并將涉事酒店與她微信通話的相關(guān)記錄提供給平臺作為證據(jù)。平臺回復(fù)，該酒店運(yùn)營正常，五一房源正常對外售賣。
經(jīng)協(xié)調(diào)，平臺答應(yīng)等張女士在其他酒店入住結(jié)束后，退還她九百多元差價，并對涉事酒店進(jìn)行調(diào)查。
Questioning the explanation, Zhang contacted the booking platform and provided records of her WeChat conversations with the hotel. The platform responded that the hotel was operating normally and was still accepting reservations for the holiday period.
Following mediation, the platform agreed to cover the price difference, more than 900 yuan, after Zhang checks into her new hotel, and said it would look into the case.
另據(jù)經(jīng)視直播，4月27日，記者致電該酒店咨詢訂房。工作人員表示，酒店目前正常營業(yè)，日常房源可線上直接預(yù)訂，但五一期間房源已全部訂滿。張女士之前預(yù)訂的房間在相關(guān)平臺已顯示滿房，房價一晚569元。
Separately, a reporter contacted the hotel on Monday to check room availability. A staff member said the hotel remained open and that bookings could be made online, adding that rooms for the May Day holiday were already fully booked. The room Zhang had originally reserved was listed as unavailable on the platform, with prices shown at 569 yuan per night.
當(dāng)記者問及老板離世、門店涉官司、強(qiáng)制客人退房等傳聞時，前臺工作人員均以“不知情”“剛?cè)肼殹睘橛赏泼摗?/p>
4月28日，廣西柳州市柳南區(qū)市場監(jiān)督管理局發(fā)布情況通報：
2026年4月27日，網(wǎng)上出現(xiàn)轄區(qū)內(nèi)“柳州胡同七號酒店（萬達(dá)廣場店）”存在以不實理由欺騙消費(fèi)者退訂房間后房價大幅上漲的信息。
我局對此高度重視，第一時間成立工作組，立即對該酒店進(jìn)行調(diào)查。經(jīng)初步核實，該酒店存在涉嫌違反《中華人民共和國價格法》《明碼標(biāo)價和禁止價格欺詐規(guī)定》等相關(guān)法律法規(guī)的行為，我局已立案調(diào)查，并將依法依規(guī)嚴(yán)肅查處。
不少網(wǎng)友表示，自己曾遇到過類似情況，商家要求退房的借口“五花八門”，并呼吁有關(guān)部門盡快整治。
Many social media users said they had experienced similar situations, accusing some businesses of fabricating excuses to force cancellations, and called for stronger regulatory oversight.
遼寧京闕律師事務(wù)所律師王鐸分析認(rèn)為，從法律角度來看，消費(fèi)者通過平臺下單并支付成功后，即與平臺或酒店形成了有效的合同關(guān)系。《中華人民共和國民法典》規(guī)定，依法成立的合同受法律保護(hù)，當(dāng)事人應(yīng)全面履行義務(wù)。平臺或酒店以“價格錯誤”“房源不足”等非不可抗力原因單方面取消訂單，構(gòu)成根本違約。消費(fèi)者有權(quán)要求其繼續(xù)履行合同，即按原訂單入住或賠償損失。
你在預(yù)訂住宿時還遇到過哪些問題？評論區(qū)聊聊。
來源：中國青年報綜合經(jīng)視直播、羊城晚報、網(wǎng)友評論、此前報道等
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