Guest User
April 24, 2025
Very bad, very disappointed with Ctrip and the hotel.
I tried to click "Apply for Refund" in the Ctrip App on the day of placing the order, but the platform did not generate any work order or system receipt; it has not been fed back to me in the log so far.
On the day of check-in and afterwards, neither Ctrip nor the hotel sent any "no-show reminder" or confirmation call/text message.
On 2025-03-03, I found that the full amount had been deducted, and there was no record of my check-in in the hotel lobby.
According to Article 28 of the "Interim Provisions on the Management of Online Tourism Business Services", OTAs are required to protect consumers' right to know and right to cancel in the event of non-performance;
Article 45 of the "Personal Information Protection Law" gives consumers the right to review the platform log;
The platform and the hotel completed the deduction even though they knew that there was no service performance, which constituted an unfulfilled service.
To put it another way, Ctrip's own "Refund and Change Commitment Guarantee" violated its own terms and conditions.
Original TextTranslation provided by Google