Shenzhen Releases Hotel Accommodation Industry Complaint Handling Index Rankings

According to the report (by reporter Xu Chuangye), recently, the Shenzhen Consumer Council (hereinafter referred to as “Shenzhen Consumer Council”) released the “Hotel Accommodation Industry 315 Consumer Complaint Handling Index Ranking,” guiding consumers to choose operators with good reputation and integrity, urging hotel operators to improve their service quality, and promoting a more transparent, standardized, and higher-quality development of the hotel industry.

It is reported that from February 2, 2025, to February 1, 2026, the Shenzhen Consumer Council 315 Consumer Service Platform (hereinafter “315 Consumer Service”) received a total of 7,911 complaints about the hotel accommodation industry, a decrease of 25.75% year-on-year. The complaints mainly focus on three areas: first, unreasonable refund and change policies, where consumers are refused refunds or charged high fees due to itinerary changes or health issues; second, discrepancies between advertising and actual conditions, such as differences in room types and facilities; third, poor service quality, including bad accommodation environments and inadequate reception services.

The data for the “Hotel Accommodation Industry 315 Consumer Complaint Handling Index Ranking” comes from 315 Consumer Service. It includes hotel operators with at least five valid complaints between February 2, 2025, and February 1, 2026, involving a total of 40 operators.

According to statistics, the top five operators in the overall complaint handling index score (out of 10 points) are: Sheraton Shenzhen Dashahe Hotel Co., Ltd. (8.93 points), Vienna International Hotel Management Shenzhen Co., Ltd. (8.60 points), Shenzhen SenSen Hai Industry Co., Ltd. Shenzhen Kempinski Hotel (7.69 points), Shangri-La Hotel (Shenzhen Futian) Co., Ltd. (7.62 points), and Pata Hotel Management (Shenzhen) Co., Ltd. (7.18 points).

A relevant person from the Shenzhen Consumer Council stated that operators with higher rankings in the index respond more quickly to consumer complaints [Download Black Cat Complaint App], have higher success rates in handling complaints, indicating they value consumer feedback, and consumers are generally more satisfied with their complaint resolution.

In terms of individual indicators, the hotel that handles consumer complaints the fastest is Vienna International Hotel Management Shenzhen Co., Ltd.; the four companies with the quickest feedback to consumer complaints are Shenzhen Delong Hotel Management Co., Ltd., Sheraton Shenzhen Dashahe Hotel Co., Ltd., Shangri-La Hotel (Shenzhen Futian) Co., Ltd., and Shenzhen SenSen Hai Industry Co., Ltd. Shenzhen Kempinski Hotel; the company with the highest successful reconciliation rate is Sheraton Shenzhen Dashahe Hotel Co., Ltd.; and the companies with the highest mediation success rates are Sheraton Shenzhen Dashahe Hotel Co., Ltd. and Vienna International Hotel Management Shenzhen Co., Ltd.