August 20，Complaints against CCTV’s report that consumers were unable to check in after booking a hotel at Qunar，Qunar responded this evening that it had removed relevant agent products。

According to CCTV report，During the Spring Festival this year，Mr. Zhang booked a hotel in Macau 20 days in advance through Qunar.com，and paid in full for 3 consecutive days。But Mr. Zhang encountered an accident on the first day he arrived at the hotel with his family。188bet app Hotel front desk indication，There is no check-in information for Mr. Zhang。

Mr. Zhang communicated repeatedly through a WeChat account provided by Qunar.com，Until the end, the person responsible for contacting the room contacts the front desk by phone，Mr. Zhang was able to move in，It was already past ten o’clock in the evening。

However，The room card Mr. Zhang received for this stay can only be used for one day。Contacted since then，Mr. Zhang only received a room card that was different from the room type reserved，It’s just a small single room，Mr. Zhang booked two deluxe standard rooms。

The report quoted analysis from industry insiders，Indicates that these booked rooms may have been opaquely resold on some online platforms。Another expert said，According to the provisions of my country’s Consumer Protection Law，In an incident similar to this，The consumer paid a one-time fee of 15,000 yuan to request a room reservation but the other party failed to provide it，Consumers have the right to demand 3 times compensation。

Based on today’s introduction from Qunar，After CCTV reported 188bet sports betting app download consumer complaints on August 19，Qunar conducted an investigation immediately。After investigation, it is due to agent product problems，Qunar has offline the agent’s products，simultaneously，Follow Qunar’s first priority guarantee system，Make compensation。

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User booked to stay from February 16, 2018 to February 19, 2018，Sheraton Macao Hotel, Sands Cotai Central"Order。

After investigation，Due to agent product issues，Guests failed to check in consecutively，Bad experience。For this，Qunar has offline the agent’s products，simultaneously，Follow Qunar’s first priority guarantee system，Make compensation。

Next, Qunar customer service reached a settlement with the consumer.

Qunar apologizes to the user and refunds the last night's room fee and provides compensation for the last night's room fee，Total amount 12948 yuan。

In June, Qunar.com paid a return visit to the user, and the user had no objection.

Qunar will remain the same as before，Adhering to the "consumer first" principle，Strictly manage agents。

simultaneously，Qunar reviewed all aspects。Pass this matter，Comprehensively improve service quality。

*Source of this article: Tencent "First Line", author: Han Yimin,Original title: "Qunar responds to CCTV investigation: 188bet Online Sports Betting and Casino offline illegal agents have reached a settlement with consumers》.