Yaduo Group informs the pillowcase incident

On June 8, @ATOUR Release an explanation about the Atour Hotel incident in Xixi Zijinggang, Hangzhou:

For the recent "pillow case incident" at Atour Hotel, Xixi, Hangzhou, we solemnly apologize to all friends who care about and trust Atour! "User first" has always been our highest principle. We will never shirk responsibility for the problem, reflect deeply, and take immediate action.

1. Investigation on the cause of the incident: It was a wrong sorting

After the incident, the store involved conducted 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.

2. Immediate rectification action: The store has been closed for rectification, and all linens will be replaced.

The store involved has been closed for comprehensive and thorough rectification, and all 4,440 linens will be replaced. We have terminated our cooperation with the washing suppliers involved and have permanently placed them on the cooperation blacklist. In response to the problem of the washing supplier management mechanism, we will strengthen unified management and regular inspections to ensure the quality of linen washing from the source.

3. Long-term guarantee mechanism: comprehensive upgrade of the "Safety Project"

1. Add an independent inspection team: Based on the daily inspection of the original operation center, the group's internal audit department will take the lead in adding an independent inspection team to comprehensively improve the frequency and quality of store inspections. Stores that have poor execution will be rectified immediately, stores that have failed the assessment will be directly offline, and inspections and rectification will be announced regularly.

2. Increase public supervision: expand the recruitment of "user experience officers" to the society and conduct open supervision of stores across the country. At the same time, an exclusive complaint email address and an independent supervision hotline will be set up, and relevant information will be announced through Yaduo's official WeChat and Weibo and other channels.

3. Establish a special fund of 10 million: If any related issues reported by users are verified to be true, compensation will be made first to protect user rights and interests.

Source: @ATOUR