Original title: qunar.com cancels user's order without authorization
With the advent of the era of online consumption, more and more consumers choose to book hotel accommodation through the third-party website platform. However, while enjoying convenience, it will also bring some 'uncertainty' troubles. Qunar cancels the user's order without authorization and requires that the order must be re ordered at a higher price. Is it reasonable and compliant?
In order to ensure check-in, Ms. Wang (not her real name) ordered a favorite hotel through qunar.com more than two months in advance. However, unexpectedly, without any explanation, the platform suddenly cancelled the order unilaterally. Then Ms. Wang contacted the customer service. The customer service said that the order had been refunded and asked them to reschedule. It turned out that the price of the hotel had been increased by more than 200 yuan a night. Ms. Wang said that qunar had no reason to cancel the order and had not informed them afterwards, so she asked qunar to order back at the original price. The customer service said it was impossible and asked Ms. Wang to increase the price to order again. She also said that if she didn't order now, the price would go up.
What puzzled Ms. Wang was that she communicated with the booking hotel next. The hotel said that there were plenty of rooms in the booking period, and she did not receive any relevant information from the platform. Ms. Wang believes that the hotel does not have the right to unilaterally cancel the order of the guest. Since then, she has repeatedly communicated with qunar customer service without any reasonable explanation.
Is it just the unilateral behavior of the platform or the decision of the hotel? Today, the reporter dialed the reservation hotel in Changzhou. The hotel told reporters that the price increase was two weeks ago. However, in the last two days, the hotel has not received a reservation application from Ms. Wang and others.
The reporter dials the customer service of qunar as a consumer again and gets the same reply:
Reporter: what are the reasons for rejecting the order?
Customer service: when it's time, I didn't deal with it. I refused the order here. The hotel has no room.
Reporter: but I just called. The hotel said there were plenty of rooms.
Customer service: then you can book it through the hotel.
According to the information from the hotel, it's true that we can't book the scheduled room at the price of the consumer's reservation. It's possible that there is a problem in the information communication between the agent and the platform.
Ms. Wang complained to the voice of economy and Sina black cat: "qunar's information is not updated in time, which leads to the price difference. Do you want consumers to pay for it? Does the third-party platform have the right to cancel customers' orders unilaterally?" Qiu Baochang, director of Beijing Huijia law firm, believes that the third-party platform has the right to cancel orders, but should bear the corresponding responsibility for breach of contract according to the situation. Qiu Baochang explained that consumers have a trust principle, that is, consumers trust this platform. If they order through this platform, the platform should be well ordered. If they don't, they should tell consumers the information about the services they provide. If due to the fault of the platform, the consumer does not order, resulting in changes in the price, this loss should be borne by the platform. If it is the consumer's own reason, the consumer has no basis for the platform to take responsibility.
According to the complaint data analysis of Beijing 12315 hotline, when booking hotel accommodation through the third-party platform, the consumption disputes mainly focus on: the hotel does not fulfill the prior agreement with the ordering website, such as asking consumers to make up the price difference or cancel the order on the ground of wrong price label when checking in; the consumer informs the consumer that the room is full and cannot check in after the successful reservation; The website introduces that the hotel's check-in conditions and facilities are inconsistent with the actual situation.
The industry and commerce department reminds consumers: first, it is necessary to find out the information. When booking a hotel online, the hotel information provided only by the ordering website may not be comprehensive, and it is necessary to avoid being misled by untrue and incomplete information; second, it is necessary to confirm in time, and confirm with the hotel even if the reservation is successful, so as to avoid the omission of reservation; Third, it is necessary to safeguard rights reasonably, take screenshots of the website's propaganda page and order information, so as to prevent the temporary price rise of stores. Once there is a dispute in the consumption process, it is necessary to keep good evidence and complain to the relevant departments in time.
On the problems reflected by consumers, the reporter further communicated and verified with qunar.com. As of press release, qunar.com orally replied that due to poor information communication between agents and the platform, online pricing errors occurred, and the platform should bear certain regulatory responsibility. It explained to Ms. Wang and other consumers and apologized.