Hotels, online platforms urged to clearly outline refund, booking change policies

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Hong Kong's Consumer Council has urged hotels and online booking platforms to clearly define their refund and booking change policies following numerous complaints from travelers. The watchdog highlights contractual issues affecting both local and non-local customers.

Hong Kong’s consumer watchdog has urged hotels and online booking platforms to clearly outline their responsibilities in cases of booking changes or refunds, after general complaints reached up to 1,050 annually over the past three years. The Consumer Council also said on Friday that it had received 3,346 complaints about lodgings in the city since 2023, with 2,670 coming from non-local travellers. For the larger figure, about 58 per cent involved the termination and amendment of contracts, with...