In recent years, online travel platforms have become the preferred choice for consumers searching for hotel accommodations and travel products. However, this trend has also brought to light significant consumer conflicts, particularly regarding cancellation and reservation issues. A recent survey conducted by a local consumer association found that over 40% of hotels have problematic policies, such as non-cancellable bookings or excessively short cancellation windows.

Hotels and platforms often adopt non-cancellable bookings due to concerns about financial losses from empty rooms. By enforcing strict reservation conditions, they’re aiming to safeguard their interests. On the flip side, consumers typically prefer to book in advance for better rates and to plan their trips, but unexpected situations such as bad weather, traffic delays, or emergencies can impact their ability to check in. This reality creates a legitimate need for cancellations.

The Consumer Rights Protection Law and its implementing regulations clearly state that businesses must not impose unreasonable terms that unfairly increase consumer liability or restrict their rights to modify or cancel contracts. It is unacceptable for hotels to shift all cancellation-related risks onto consumers, as this violates their rights.

To better protect consumer rights, online travel platforms and hotel operators need to provide clear communication about essential booking details, including specific room information, any intermediaries involved, and comprehensive cancellation policies. This could include using prominent notifications, such as bold text or pop-up alerts, to ensure that consumers are well-informed and can make independent decisions.

Moreover, regulatory authorities should strengthen oversight of hotels listed on these platforms, taking action against those enforcing unfair terms and investigating the possibility of standardized cancellation policies. Encouraging ongoing improvements in booking and cancellation systems is crucial, especially when considering factors like reservation timing and peak travel seasons. There should also be safeguards in place for consumers unable to travel due to unforeseen circumstances.