On June 3, a netizen posted that when he was staying in an Atour Hotel in Hangzhou, Zhejiang, he found that the pillowcase had the logo of a local hospital printed on it, which was a "hospital pillowcase". This incident caused heated discussion.
According to the netizens who posted, after checking in on June 2, he found that the pillowcase had the logo "Hangzhou Yuxianghu Future Hospital". The netizen said: "It is obviously different from Yadu's own logo of "Adu Life". At first I thought it was mixed with other hotels, but when I looked closely, it was the hospital."
On the evening of June 3, Atour Hotel, Xixi Zijingang, Hangzhou issued an apology statement saying that the hotel sincerely apologized to the guests and all friends who care about Atour for the pillowcase label issues reported by the guests! After strict verification, it was confirmed that the root cause of the problem was that the hotel's self-procurement washing supplier had made serious work mistakes and had suspended its cooperation with this washing supplier. A 100% comprehensive inspection of linens in all rooms was also conducted, and it was confirmed that no similar situations were found.
The hotel said that it had solemnly apologized to the guests and provided the washing plant qualification documents and linen testing certificates as soon as possible, and obtained the customer's understanding.
On June 8, Shanghai Yaduo Business Management (Group) Co., Ltd.'s official account @ Yaduo ATOUR released an explanation about the incident at the Atour Hotel in Xixi Zijingang, Hangzhou.
The explanation stated that after the incident, the store involved had a comprehensive investigation of all linens, confirmed that the problem was an individual case, and no other non-hotel linens were found. After investigation, the problem was caused by the washing supplier in the sorting process; at the same time, the store involved had omissions in the linen acceptance, cloth room, and round checking process, resulting in the failure to effectively implement the service standards.
The stores involved have been closed for comprehensive and thorough rectification, and all 4,440 pieces of linen will be replaced. The hotel has terminated its cooperation with the washing supplier involved and has permanently placed it on the cooperation blacklist. In response to the problem of the washing supplier management mechanism, unified management and regular inspections will be strengthened to ensure the quality of linen washing from the source.
Adot Group stated in its explanation that it will increase public supervision, expand the recruitment of "user experience officers" to the society, and conduct open supervision of stores across the country. A special fund of 10 million will be established. If the relevant issues reported by users are verified to be true, compensation will be made first to protect user rights and interests.
The full text of the explanation is as follows:
Source: @ATOUR, previously reported
