Where to go online after the hotel canceled: Yancheng Ma had accumulated more than 10,000 yuan-where the public network-IT information

Yancheng subjects Ma decided to cancel the order after the payment of more than 12,000 yuan. Not looking really found anything, so much money from limited to cancel order button. The result "where" App shows that only returned to more than 2000 Yuan.

Cancelled Ma encounter time limit at the end of

If you book your room, you must turn down the phone to see limited-cancellation, consumer would barely notice.

Less reservation, cancellation can occur during limited hours, but look to see time checking out before charging.

MA in the "where" App, online hotel, a 5-minute loss of more than 10,000 yuan! However, the MA is not Jack Ma of Alibaba, but subjects in Yancheng, Jiangsu, he also worked in Hangzhou, also is an experienced IT person.

Yesterday morning, MA to the Yangtze evening news reporter on the telephone, calling him "where to" net booking four nights Viet Nam InterContinental Hotels in Nha Trang, wants to change the way orders after 5 minutes, did not expect to cancel the order and found, 12549.3 of the total room charges are deducted more than 10,000 yuan.

Ma again to find "where to go" Web activist, but ignore each other. Professionals after careful investigation and trial, found the "where" App design there are serious defects, extremely easy to form traps for consumers fall for it.

The "where" net booking more than 12,000 returned more than 2000 Yuan

Yancheng subjects from Mr Jack Ma, Alibaba's Jack Ma, have the same name. He is an experienced "code rural", he worked in Hangzhou UT SI dakang, high-tech companies such as Motorola, now a major IT investment goods.

Ma told reporters that he and his friends agreed in early July to Viet Nam tourism, and on the afternoon of June 4, he and two friends, a total of 3 families, download on cell phones "where to go" on the App, choose Viet Nam of the InterContinental Hotel in Nha Trang. Because it was 3 families go, Mr MA may have families in the Middle changes the itinerary because of other things, for the safe side, on "where to go" online form, originally wanted to buy "cancellation insurance", but found that costs shown above is 629.61 (that is, if you select "cancellation insurance" fee 629.61).

MA in the ordering process found in the "where" App, there is a "limited time cancel" option. According to his understanding, "limited to cancel" cancel at some point in time ago should not have a loss, or loss is very small, I thought the cancellation insurance can save more than 600 Yuan, result, rangma was very unexpected, "limited to cancel" is he beginning of a nightmare.

"After the order I want, one should not be so quick you can make an order, I would like to cancel the order, or buy a ' cancellation insurance ' reliable, secondly, I decided to cancel the order and began to operate, before and after only 5 minutes, and there are ' limited-Cancel ' insurance this option, such a short period of time should have much to lose. "Mr MA told reporters, just cancel the order for a moment, he was dumbfounded. It turns out that a cancellation of the order, has cell phones page displays his online payment 12549.3 Yuan, order canceled, immediately "confirmed that the refunds amounted to 2384.37 Yuan" reminder.

In other words, Mr MA after just 5 minutes, which are deducted the cost of more than 10,000 yuan, only returned by 2384.37.

Limited deduction cancellation of trips, it is not saying how many

"When I press the cancel order button, ' where to go ' page does not remind me to deduct so much money, or under the knife I used to live! This is a trap, not you have a choice and taking chances. "He said indignantly.

Ma subsequently until further order, 20 minutes after the failed single SMS tips, deductions returned. "5 minutes after my order canceled, have detained more than 10,000 yuan. Single again, and failed to notify me the order only after 20 minutes. ' Where ' net leads me to believe that this 5 minute order was successful? "Mr MA questioned said, he is more than 10 times to" where "network called to request a refund, their response was" already provided above, cannot be refunded. "

Reporter according to horse Mr of pointing, for has similar of operation, from operation graphics view, dang reporter click "limited canceled" Shi, above tips of "canceled rules" is such of: "July 21, 2016 12:00 zhiqian, change or canceled orders, will deduction part room; zhihou reservation people non-for statutory reasons canceled, will deduction all advances as penalty, orders cannot operation change......"

For this tip, Mr MA was angry. "It does have reminded, but reminded that ' deductions for your room ', deductions, but this time you don't know how much it will earn, is the deduction of 10,000, are net of 2000? It is not explicitly indicated. "Mr Ma said that this is the" where to go "set a trap.

If you select "limited cancellation" clause, and then proceed to "book now" Hotel point down button, select the right room, 6 3 rooms hotel, in full screen on a mobile phone interface, and does not appear "limited cancellation" clause reminded. "Because it was booked three rooms, limited-time hiding at the bottom of articles, you need to turn down the screen to see. "Mr Ma said, cell phone screen is so large, and who would have thought that" where "hidden under this provision? And almost no one to go down.

Expert view

This design violates professional ethics

Reporters interviewed a professional software designer in Nanjing, the experts said, the first consumer order, select "cancellation insurance" has a clear charge prompted, select the "limit to cancel" vague "part of the room rate will be deducted," suggests that specific amounts are hidden in the bottom of the page, this is clearly not human.

Second, when consumers choose to cancel the order, should be given full tips, such as "If you cancel the order will deduct the cost of more than 10,000 yuan, are you sure to cancel the order", "cancel the order, direct debit without any prompt, which obviously is flawed. ”

The expert said, "where" App in consumer choice, "limited to cancel", the following rules of deduction should be set to checkbox, and key marked amount, to show that they did their duty, this is the App and operators with a conscience should do.

Recent advances in

The "where" network Re: App design is one such

For the subject matter of the complaint by Mr MA, the Yangtze evening news reporter called "where to go" service personnel, and App process if there is a problem or to inform or prompt project is unknown, potentially leading to customer interests vulnerable for questioning. Web site job number-31714 service personnel back, their App is designed such that the orders are charged by the rules, there is no way.

At 5 o'clock in the afternoon yesterday, the Yangtze evening news reporter learned that, after Mr MA after negotiations with the InterContinental Hotels in Nha Trang, the other side says they did not buckle, middle to this refund. However, as of press time, Mr MA has not yet received a "where" network of any response.

Lawyer perspective

Direct money but does not prompt the site suspected terms of overlord

Jiangsu easthigh Chen Lingxia Law said that, in accordance with the relevant laws and regulations, "using standard terms to enter into a contract, the parties may agree that if one party breaches should pay a certain amount of liquidated damages to each other depending on the circumstances of the breach, or agreed method of calculation of damages due to default. Where liquidated damages is below resulted in a loss of, the parties concerned may request the people's Court or an arbitration institution to increase; agreed liquidated damages caused by too much higher than the loss of, the parties concerned may request the people's Court or an arbitration body to reduce. ”

The Supreme People's Court on the application of the People's Republic of China contract law problems of interpretation (ii) provides that "advocates agreed penalty is too high the parties request an appropriate reduction of, the people's Court should be based on actual loss, taking into account the implementation of the contract, the party at fault and expected benefits be measured factors, and make a ruling.

"The parties agree that liquidated damages exceeding loss 30%, 114th can generally be identified as contract law provisions of the second paragraph of article" losses due to too much higher than that. " "Chen said from Malaysia's experience," where "net apparent suspected terms of overlord.

Mr MA in the "where" App on booking a hotel, each page can be viewed as both parties of the contract. In the transaction, all significant matters of interest to the default clause, or, it should be in a prominent place clearly identifies, in bold font, such as bold for special tips, especially when major losses occur, more should be done to inform obligation.

In this case, "where" do enough or there is a problem, especially when you cancel the order, taken without risk, suspected terms of overlord. "Looking at the facts, before and after just 5 minutes, on the ' where ' net and the hotel did not cause any substantial damage, but not quite large sums have been deducted directly and obviously unfair. "Chen said.

去哪儿网上订酒店后取消：盐城市民马云被扣1万多元 - 去哪儿网 - IT资讯

盐城籍市民马云付款1.2万多元后决定取消订单。不仔细看真发现不了，限时取消订单扣这么多钱。结果“去哪儿”App显示，只退回来两千多元。

马云的遭遇 起底限时取消

如果预订房间多，必须手机往下翻才能看到限时取消条款，消费者难以察觉。

预订房间少，限时取消条款会出现，但仔细看才能发现时间点前退房也收费。

马云在“去哪儿”App网上订酒店，5分钟损失1万多元！不过，这个马云并非阿里巴巴的马云，而是江苏盐城籍市民，他也在杭州工作，同样是一位资深IT人士。

昨天上午，马云向扬子晚报记者打来投诉电话，称他在“去哪儿”网预订了四晚越南洲际芽庄酒店，5分钟后因为想改变方式重新下单，没想到取消订单后发现，总额12549.3元的房费被扣除了一万多元。

马先生多次找“去哪儿”网维权，但对方置之不理。专业人士经过仔细研究及试用，发现了“去哪儿”App设计确实存在严重缺陷，极易形成陷阱让消费者上当。

“去哪儿”网订房1.2万退回2000多元

盐城籍市民马云先生，与阿里巴巴的马云同名。他是一名资深“码农”，曾在杭州UT斯达康、摩托罗拉公司等高科技公司任职，现在一家大型IT外企工作。

马云告诉记者，他和朋友约定7月初到越南旅游，于是在6月4日下午，他为自己和两个朋友共3个家庭，在手机上下载的“去哪儿”App上，选好了越南的洲际芽庄酒店。因为是3个家庭一起去，马先生担心中途或许有家庭因其它事情而改变行程，为稳妥起见，他在“去哪儿”网上下单时，原本想购买“取消险”，但发现上面显示费用为629.61元（也就是说，如果选择了“取消险”，扣除费用629.61元）。

马云在下单过程中，发现在“去哪儿”App上有一个“限时取消”选项。按照他的理解，“限时取消”在某个时间点前取消应该不会有损失，或者损失很小，本以为能省600多元的取消险，结果让马先生非常意外的是，“限时取消”却是他噩梦的开始。

“下单后我想，其一，应该不会这么快就能成功订单，我想取消订单，还是买个‘取消险’可靠；其二，我决定取消订单并开始操作，前后只有5分钟，再说有‘限时取消’这一选项作保险，如此短的时间应该不会有多大的损失。”马先生告诉记者，就在取消订单的一瞬间，他傻眼了。原来，一按取消订单，手机页面原本显示他在线支付了12549.3元，订单一取消，立即出现“已确认退款总额为2384.37元”的提醒。

也就是说，马先生仅仅在5分钟后，即被扣除了1万多元的费用，只退回了2384.37元。

限时取消行程也扣钱，还不说扣多少

“我在按取消订单按钮时，‘去哪儿’页面根本就没有提醒我要扣除这么多钱，否则下刀子我也会过去住！这根本就是一个陷阱，不容你有选择和考虑的机会。”马云气愤地说。

马先生随后另行下单，20分钟后手机短信提示下单失败，扣款全部退回。“我下单后5分钟取消，被扣了1万多元。再行下单，20分钟后才通知我订单失败。‘去哪儿’网如何让我相信这5分钟就下订单成功了？”马先生质问说，他十多次给“去哪儿”网打电话要求退款，对方的回复是“上面已有规定，无法退款”。

记者按照马先生的指点，进行了类似的操作，从操作图形来看，当记者点击“限时取消”时，上面提示的“取消规则”是这样的：“2016年07月21日12：00之前，变更或取消订单，将扣除部分房费；之后预订人非因法定原因取消，将扣除全部预付款作为违约金，订单无法操作变更……”

对于这种提示，马先生甚是气愤。“上面确实有提醒，但其提醒的是‘扣除部分房费’，扣除部分，其实这个时候你并不知道它要扣除多少，是扣除一万，还是扣除两千？它没有明确地标明。”马先生说，这就是“去哪儿”设置的一个陷阱。

如果选择了“限时取消”条款，再继续“立即预订”酒店，往下点按钮，选好房间，6人共3间酒店，手机界面上满屏中，并没有出现“限时取消”的条款提醒。“因为是定了三间房，限时条款藏到最下方了，需要把屏幕翻下去才能看得到。”马先生说，手机屏幕就这么大，谁会想到“去哪儿”把这个条款隐藏在下面呢？而且几乎没有人去下翻。

专家观点

这样的设计有违职业道德

记者采访了南京一位专业的软件设计师，这位专家表示，首先消费者下订单时，选择“取消险”有明确的扣费提示，选择“限时取消”只有模糊的“将扣除部分房费”提示，具体数额隐藏在页面下方，这显然不人性化。

其次，消费者选择取消订单时，应给予充分提示，诸如“如果取消订单，将会扣去1万多元的费用，你是否确定取消订单”，“取消订单，不作任何提示就直接扣款，这显然是缺陷。”

这位专家说，“去哪儿”App在消费者选择“限时取消”时，下面的扣款规则应该设置成勾选框，并把金额重点标注，以表明自己尽了告知义务，这才是有良知的App及运营商应该做的。

最新进展

“去哪儿”网回复：App设计就是这样

针对马先生所投诉的事项，扬子晚报记者致电“去哪儿”网服务人员，并就App流程或者提示项目是否存在问题或告知不详，从而可能导致客户利益容易受损进行询问。网站工号为31714的服务人员回复称，他们App的设计就是这样的，该订单也是按规则扣费的，没有办法处理。

昨天下午5点多，扬子晚报记者获悉，马先生经过与洲际芽庄酒店交涉后，对方表示他们并没有扣款，需要中间方对此退款。然而，截止到记者发稿，马先生仍未收到“去哪儿”网的任何回应。

律师观点

直接扣钱却不提示网站涉嫌霸王条款

江苏东恒律师事务所陈令霞律师表示，按照相关法律规定，“采用格式条款订立合同的，当事人可以约定一方违约时应当根据违约情况向对方支付一定数额的违约金，也可以约定因违约产生的损失赔偿额的计算方法。约定的违约金低于造成的损失的，当事人可以请求人民法院或者仲裁机构予以增加；约定的违约金过分高于造成的损失的，当事人可以请求人民法院或者仲裁机构予以适当减少。”

最高人民法院关于适用《中华人民共和国合同法》若干问题的解释（二）中也规定“当事人主张约定的违约金过高请求予以适当减少的，人民法院应当以实际损失为基础，兼顾合同的履行情况、当事人的过错程度以及预期利益等综合因素予以衡量，并作出裁决。

“当事人约定的违约金超过造成损失的百分之三十的，一般可以认定为合同法第一百一十四条第二款规定的“过分高于造成的损失”。”陈律师说，从马先生的经历来看，“去哪儿”网明显涉嫌霸王条款。

马先生在“去哪儿”App上订酒店，对方提供的页面可以视为双方的合同。而在交易中，凡涉及到违约条款或者重大利益事项的，应该在显眼处作明显标识，用醒目字体如黑体字进行特别提示，特别是要发生重大利益损失时，更应尽到告知义务。

从这一事例来看，“去哪儿”做得不够或者存在一定的问题，尤其是取消订单时，直接扣除却没有风险提示，涉嫌霸王条款。“而从事实来看，前后仅仅5分钟，对‘去哪儿’网及酒店方没有造成任何实质性的损失，却直接扣除了不相当的巨额款项，明显有失公平。”陈律师如此说道。