Booking a hotel with beautiful round NET no-payment, truth to take user crash-networks-IT information
Tourism is a happy thing, however, Xiao Li traveling in Lishui (not his real name), but because a sum of group net "mysterious" deduction of hotel accommodation, why not quite happy.
On June 22, Mary through the network of the group, booked a Wan Ting hotel in Lishui Executive Twin room at a cost of 440 Yuan. The hotel, she was told the hotel was full. In desperation, she had to find housing. After returning to Shanghai, she discovered, failed to stay at the hotel status is updated to "stay", the book's costs were deducted.
Group customer service and after negotiations, the beautiful round NET tell Xiao Li for which the refund. Xiaoli to even more shocking is that Wan Ting Hotel said their network had any cooperation with the United States, but did not receive Mary's room.
Yesterday, the reporter was informed that this latest development, group network to verify relevant circumstances, advance payment was given to Xiao Li.
No-beautiful round NET deduction
Lily is a beautiful round net customers, find out whether America Online before shopping discounts, has become her habit.
On June 22, tourism in Lishui she habitually open Group network for their Wan Ting hotel, a hotel and booked a twin room. Who knows, arrived at the hotel later, Xiao Li was told that hotel has no room.
"But I've booked it through the network of the Group! "Xiao Li stressed to the hotel staff.
"No matter what website, there's no room. "Hotel staff said.
Mary had to leave the hotel to find another place. On June 25, has returned to Shanghai Lily suddenly remembered, himself is due to reasons that are not yet in, so hotels should not deduct her mission in the US online payments paid in advance. Therefore, Xiao Li clicked on the Group NET App, ready to not spending their own money back.
However, NET App hotels presents Mary could not understand the status of your order.
"I found the open Group Web software, order status as" stay ", 440 Yuan hotel room were also deducted. I didn't show my beauty in the hotel network authentication code, have not registered my ID card, how will my order be registered as hotel occupancy? "Xiaoli said.
Xiaoli Hotels Group net orders show, June 22, at 12:46, and the moment is Lily arrives at the hotel, the hotel has confirmed the order, June 22 13:12, hotel update order status to "stay".
Activist 17 days unable to get refunds
"I'm not staying, no rooms at the hotel room, what decision I have already moved, and deduct the money from me? "Xiao Li could not pass, in order to solve this simple problem, she and the Group fully spent 17 days of service time.
Xiao Li to show reporters she and her beautiful round NET on June 25 and June 28, June 29 and July 9 call recording.
On June 25 the group customer service told Lily, with merchants have been verified, do not qualify for a refund.
In response, Xiao Li questioned, is the business reasons, why not apply for a refund?
Group customer service will once again verified, contact Mary within one business day.
On June 28, Xiao Li again called group customer service, group customer service tell Xiao Li, the event is further processed, will be back to Xiao Li within one business day.
On June 29, because of customer service call was received from the United States Mission, Mary once again contact us customer service, beautiful round customer service continues to tell Xiao Li, an event is being processed, I hope she can wait.
On July 9, the group customer service telephone call stating that Xiao Li, and hotels have been checked, says there is room in the hotel, order cannot be refunded.
At this point, xiaoli in the phone is near collapse, she asked the customer service: "told me the hotel is full, how will tell you is there room? Who told you is the hotel? I'm in touch with him! ”
From June 25, xiaoli altogether with beautiful round customer service calls 21 times, "each time, beautiful round customer service gave me the answer or continue to wait, or have asked the hotel and cannot be refunded. Simply ask the hotel that they survey all in dealing with disputes. "Xiao Li said the collapse.
[The Parties]
Wan Ting Hotel: never have worked with beautiful round NET
In desperation, Xiao Li had to call the hotel, however, reply to Xiao Li was shocked.
Tell Xiao Li Wan Ting hotel staff, they are not network had any cooperation with the United States, but did not receive Mary's room.
On July 11, reporters get in touch with Wan Ting hotel, hotel staffer said: "Mary did the same day rather full because there is no check in the hotel. There is no cooperation and group net. Beautiful round our online listings, may be third parties not authorized by the Agency in our case, our houses hung in the group online. Xiaoli to shop are online in the United States, we have worked with Group net, so naturally does not leave room for group net guest. ”
Subsequently, the reporter called the Group nets customer service hotline, group network of the service acknowledge that Xiao Li's order was entrusted to sign supplier, "which we are clearly set out on the official website. "According to reports, the group customer service continuously verify links" hotel ", not the Wan Ting hotel, but contracted vendor tour travel service co, Ltd, Ningbo city jiangdong branch (hereinafter" tour travel agency ").
Third parties: are consumer issues
Contact reporter traveled to the United States mission service third parties travel travel agency.
"This is a consumer problem. Our room is named after Mary, she said to the hotel by the group clause, this hotel certainly not for her room. Why not contact us after she found hotels booked team? She without loss to themselves. Room not to leave her again, don't blame us. "Tour travel agency Mr LU said.
Mr Rudd stressed to reporters his "Lily" on behalf of reservation is kept up all night, so the hotel will charge the whole night to him room, so he can't give the money back to Xiao Li.
"Know through beautiful round room of the hotel guests come over? "The reporter asked.
"You don't ask so many questions, I don't have to answer these questions. "Mr Rudd said.
Group network: do not contact the hotel is bound by agreement
July 11 nights, beauty by network staff member told reporters that the United States online after knowing the situation, xiaoli has to be paid in advance.
Beautiful round NET the staff said: "under normal circumstances, once a situation of full could not stay in the hotel, as long as the guest contact us mission network, American networks will be immediately processed for the guests. But we cannot say that guests not contact group network, the guest is a problem. So, we decided to Xiao Li first paid. ”
So, why beautiful round NET takes 17 days to make that decision?
"When we signed an agreement and a third party, there have been constraints, United States contact the mission network must not cross the third party and the hotel. "Hence, group network of customer service personnel have again third-party" conclusion "tell Xiao Li, and not and the hotel to verify the situation.
The group network and Wan Ting hotel there is no cooperation, Wan Ting will not take the initiative to inform the room status; nor did He Wanting tour travel agency network, cannot know the hotel room the first time, simply did not have the availability of truly dynamic group network, only in accordance with the reservation time, the lily order is automatically updated. In other words, xiaoli in the order "confirmation" and "stay" status is automatically updated results.
用美团网订酒店未入住被付款，真相令用户崩溃 - 美团网 - IT资讯
旅游本是一件开心事，然而，在丽水旅行的小丽（化名），却因为一笔被美团网“离奇”扣除的酒店住宿费，怎么都开心不起来。
6月22日，小丽通过美团网，在丽水预订了一家名为万廷大酒店的行政双床房，费用为440元。到了酒店后，她被告知酒店已客满。无奈之下，她只能另行找房。回沪后她才发现，未能入住的酒店状态更新为“入住”，这笔预订的费用也被美团方面扣掉了。
经过和美团网客服的交涉后，美团网告知小丽不能为其退款。而更令小丽赶到震惊的是，万廷大酒店表示他们未与美团网有过任何合作，更没有收取小丽的房费。
昨天，记者获悉，此事有了最新进展，美团网在核实相关情况后，已对小丽给予了先行赔付。
未入住美团网却扣钱了
小丽是美团网的老客户，购物前先查一查美团网上是否有折扣，已成为了她的习惯。
6月22日，在丽水旅游的她，习惯性地打开了美团网，为自己在一家名为万廷大酒店的宾馆，预订了一间行政双床房。谁知，赶到宾馆后，小丽却被告知，酒店已经无房了。
“可是我已经通过美团网预订了呀！”小丽向酒店工作人员强调。
“无论通过什么网站预订的，都没房了。”酒店工作人员说。
小丽只好离开酒店，另觅住处。6月25日，已经回到上海的小丽突然想起，自己是由于酒店原因才未能入住的，那么酒店方应该不会扣除她在美团网上预付的房款。于是，小丽点开了美团网App，准备将自己未消费的钱收回来。
然而，美团网App上的酒店订单却呈现了小丽无法理解的状态。
“我打开美团网软件发现，订单状态为“入住”，440元酒店房款也被扣除了。我在酒店里既没有出示过我的美团网验证码，也没有登记过我的身份证，酒店怎么会将我的订单登记为入住呢？”小丽说。
小丽的美团网酒店订单显示，6月22日12：46，也就是小丽到达酒店的那一刻，酒店已将订单确认，6月22日13：12，酒店订单状态更新至“入住”。
维权17天还拿不到退款
“我没入住过，没入住也是因为酒店无房，凭什么判定我已入住，扣我的钱？”小丽怎么也想不通，为了解决这个看似简单的问题，她竟和美团网客服整整耗费了17天的时间。
小丽向记者出示了她和美团网在6月25日、6月28日、6月29日和7月9日的通话录音。
6月25日，美团网客服告知小丽，已跟商家核实，不能申请退款。
对此，小丽提出质疑，是商家的原因，为何不能申请退款？
美团网客服表示将会再次核实，一个工作日内联系小丽。
6月28日，小丽再次致电美团网客服，美团网客服告知小丽，事件正在进一步处理当中，将在一个工作日内再次联系小丽。
6月29日，因未接到美团网客服回电，小丽再次致电美团网客服，美团网客服依然告知小丽，事件正在处理中，希望她能耐心等待。
7月9日，美团网客服电话告知小丽，已和酒店核实过，酒店说当时是有房间的，订单不能退款。
此时，电话中的小丽已趋近崩溃，她问客服：“酒店告知我是客满的，怎么会又告诉你们是有房间的？是酒店中哪个人告诉你的？我和他联系！”
从6月25日起，小丽一共跟美团网客服通话21次，“每一次，美团网客服给我的答复要么继续等待，要么就是已经问过酒店，不能退款。简单问一下酒店，就是他们在处理纠纷时所做的全部调查。”小丽崩溃地说。
[各方说法]
万廷大酒店：从未与美团网有过合作
无奈之下，小丽只好自己电话询问酒店，然而，酒店的答复令小丽十分震惊。
万廷大酒店的工作人员告知小丽，他们未与美团网有过任何合作，更没有收取小丽的房费。
7月11日，记者与万廷大酒店取得联系，酒店一位工作人员说：“小丽当天确实由于客满没有入住酒店。我们和美团网是没有合作的。美团网上有我们的房源，可能是第三方代理机构在我们未授权的情况下，将我们的房源挂在了美团网上。小丽到店后说是在美团网上订的，我们没和美团网合作过，所以自然也不会为美团网的客人留房。”
随后，记者致电美团网客服热线，美团网的这位客服承认，小丽的订单确实是委托签约供应商完成的，“这一点我们在官网上是写清楚了的。”据介绍，美团网客服不断核实联系的“酒店方”，并非万廷大酒店，而是签约供应商宁波市畅游旅行社有限公司江东分公司（以下简称“畅游旅行社”）。
第三方公司：是消费者自己的问题
记者辗转联系到了美团网客服口中的第三方公司畅游旅行社。
“这其实是消费者自己的问题。我们是用小丽的名字订的房间，她到酒店说是通过美团订的，这样说酒店当然不会给她房间。她发现酒店客满后为什么不联系美团呢？她不联系损失当然要自己承担。房间又不是没给她留，这个不能怪我们。”畅游旅行社陆先生说。
陆先生向记者强调，他以“小丽”名义预订房间是被保留了整晚的，因此酒店方也会向他收取整晚的房费，所以他不可能将钱退给小丽。
“酒店知道会有通过美团预订房间的客人过来吗？”记者问。
“你不要问那么多，我没必要回答这些问题。”陆先生说到。
美团网：未与酒店联系是因协议约束
7月11晚，美团网相关工作人员告诉记者，美团网上层在了解相关情况后，已对小丽进行先行赔付。
美团网这名工作人员说：“一般情况下，一旦出现酒店客满无法入住的情况，只要客人联系美团网，美团网会当即为客人进行处理。但是我们不能说因为客人未联系美团网，客人就是有问题的。所以，我们决定为小丽先行赔付。”
那么，美团网为何需要耗费17天的时间才做出这个决定呢？
“我们在和第三方签订协议时，有过约束，美团网不得跨过第三方和酒店进行联系。”因此，美团网的客服人员只能一次次将第三方机构的“结论”告知小丽，而不能和酒店方核实情况。
由于美团网和万廷大酒店没有合作，万廷不会主动告知房间状态；畅游旅行社也没有和万廷联网，也无法在第一时间知道酒店的房间状态，因此美团网根本无法掌握房源的真正动态，只能按照预订的时间，对小丽的订单进行自动更新。也就是说，小丽订单中的“酒店确认”和“入住”状态都是机器自动更新的结果。