H World Group's member club, H Rewards, was recently summoned for talks by the Beijing Consumers Association. The reason cited was that related clauses were suspected of excluding or restricting consumers' primary rights, thereby harming their legitimate interests.
Consumer sentiment towards H World Group is indeed declining. The company has accumulated over 10,000 complaints on the Black Cat Complaint platform. In one incident, a consumer found a used pregnancy test inside a toothbrush holder at an upscale Orange Hotel, questioning major hygiene oversights. In another case at the budget-friendly Hanting Hotel, a showerhead suddenly fell and injured a guest's head during use. The hotel reportedly advised the guest to self-manage the situation and seek medical care independently, while refusing to apologize or offer compensation.
Previously, H World Group's founder, Ji Qi, emphasized adhering to standards of "good brand, good property, good quality." However, judging from consumer complaints, several of the group's hotel brands have clearly failed to meet this commitment.
**Hygiene Concerns? Used Pregnancy Test Found in Toothbrush Holder; Hotel Claims Internal Review Underway**
A consumer reported that she stayed at an Orange Hotel, part of H World Group, in Beijing from February 7th to 9th this year. On February 9th, she discovered a used pregnancy test inside the toothbrush holder provided by the hotel.
She stated that such an item, being medical waste containing another person's biological information, presents an extremely serious hygiene and safety incident when found in a guest room. It directly indicates significant failures in the room cleaning process, posing a direct threat to guests' physical and mental health and causing severe psychological discomfort.
According to her account, the hotel's responsible manager offered a room rate reduction as compensation, which she refused due to the severity of the issue. She emphasized that hygiene and safety are fundamental baselines in the service industry, especially concerning as she had booked a family room with minors present. She expressed uncertainty about whether other dental kits and sanitary products had been contaminated.
Her demands include a full refund and statutory compensation. She also requires H World Group and the involved hotel to issue a formal apology for management failures and publicly disclose specific internal corrective measures to prevent recurrence of such incidents. She added that she hopes the company will take hygiene issues seriously in the future.
Information shows that Orange Hotel is a mid-to-upscale brand under H World Group. Regarding this issue, H World Group's customer service suggested first reporting the situation to the involved hotel. When asked about specific solutions for such problems, the customer service representative stated, "Apologies, the customer service department is not the handling department."
Based on communication records provided by the consumer with the involved hotel's manager, the manager expressed apologies for the incident and stated that internal management would be strengthened. Regarding specific issues in the hygiene process, the hotel stated that an internal review is currently underway. Multiple calls to the involved hotel for verification went unanswered.
**Showerhead Suddenly Falls and Injures Head During Bath; Staff: Will Report to Leadership**
Consumers have also encountered issues at Hanting Hotel, H World Group's budget-friendly brand.
Another consumer reported that she stayed at a Hanting Hotel in Cangzhou City, Hebei Province, on January 29th this year for a business trip. While showering that evening, the showerhead suddenly fell and struck her head, causing dizziness, tinnitus, and nausea. After reporting the incident to the hotel, the manager explicitly refused to accompany her to the hospital for examination, advising her to rest in the room and let the symptoms subside on their own.
However, her dizziness persisted the next morning, and the hotel manager still refused to accompany her to the hospital. Left with no choice, she went to the hospital alone for an examination, where she was diagnosed with a head injury. To her further frustration, after informing the hotel of her medical visit, the manager refused to apologize and did not provide any compensation.
She stated that the persistent dizziness prevented her from continuing her business trip work, forcing her to take a week's leave from her employer. She expressed deep disappointment with the hotel's attitude as a consumer. She demands a formal apology from Hanting Hotel, along with compensation for medical examination fees and lost wages.
When contacted for verification, a staff member at the involved hotel stated they were not fully aware of the specific details and would report the matter to hotel management.
**H Rewards Summoned for Talks: Suspected of Unfair Standard Terms**
On the Black Cat Complaint platform, H World Group has accumulated over 10,000 complaints, involving multiple hotel brands under its umbrella. This indicates that the experiences of the two consumers mentioned are not isolated incidents.
Notably, on February 11th, the Beijing Consumers Association summoned H Rewards for talks. It明确指出 that the company's relevant clauses were suspected of excluding or restricting consumers' primary rights, harming their legitimate interests, and demanded comprehensive self-inspection and rectification within a specified period.
According to the Beijing Consumers Association's investigation, Article 11, Section (2) of the "H Rewards Personal Member Plan and Service Terms," set to take effect on July 18, 2025, states: "If negotiation fails, you agree to submit the dispute to the Shanghai Arbitration Commission for arbitration in accordance with its arbitration rules." This was found to constitute an unreasonable restriction of consumers' primary rights through standard terms,涉嫌侵害消费者合法权益. The terms unilaterally limit dispute resolution to arbitration by the Shanghai Arbitration Commission, depriving consumers of their right to file lawsuits with the People's Court according to the Civil Procedure Law of the People's Republic of China.
The Beijing Consumers Association required H Rewards to highly prioritize consumer rights protection and明确提出 three specific rectification requirements: immediately amend the standard terms, comprehensively review existing agreements, and establish a consumer rights communication mechanism.
Data shows that as of the third quarter of 2025, H World Group operated 12,702 hotels in 20 countries. Its managed hotel and apartment brands cover the market from luxury to budget hotels, including Blossom Hill House, Orange Hotel, Manxin, Ji Hotel, Orange Select, Hanting, Starway, and dozens of other hotel brands. The total number of H Rewards members has exceeded 300 million.
H World Group's founder, Ji Qi, once boldly claimed that the world's largest hotel group would inevitably be born in China. He also proposed two "Three Good" standard systems: on the investment side, focus on "good location, good rent, good product"; on the product side, emphasize "good brand, good property, good quality."
However, it appears now that several hotel brands under H World Group have not fully achieved these "Three Goods." During its expansion, H World Group must pursue not only scale but also quality and service, ensuring the protection of consumers' normal rights and interests.
Comments