Hong Kong’s Consumer Council has called on hotels and online platforms to clearly set out their policies regarding refunds and booking modifications, as general complaints have approached an annual average of 1,000 over the past three years.
The consumer watchdog stated on Monday that it had logged 3,346 complaints about accommodations in the city since 2023, with 2,670 of those coming from travellers who were not local residents.
Of the larger total, around 58 per cent were related to the cancellation and alteration of contracts. Some consumers cited personal reasons such as illness and rejected entry applications, followed by issues with service quality, and disputes over pricing and charges.
Broken down by year, 1,050 complaints were filed in 2023, 782 in 2024, and 1,048 last year. The remaining 466 were recorded in the first five months of this year, marking a 32 per cent increase compared with the 352 logged during the same period in 2025.
Among all contract-related cases, the largest amount in dispute was roughly HK$248,000 (US$31,650). That case involved a complainant who had signed a one-year contract with a hotel but could not take up the accommodation due to personal reasons.
The hotel initially declined to provide a refund, but eventually did so following mediation by the council.
“We urged the consumers to carefully read accommodation information and verify order details before making the payment,” said Alaina Shum Jiu-fai, the watchdog’s chief executive.