The hotel had very smooth polished tiles covering the entrance to the bathrooms and showers, making the floor extremely slippery when wet. I'm always careful about slipping when staying in hotels, never wearing the hotel's disposable slippers in the shower, and always bringing my own non-slip slippers. Even so, my child slipped and fell, hitting the back of their head, right after stepping out of the bathroom after showering, resulting in a severe concussion. Initially, while crying, they could still say something like "I can't see," but from around 10 AM to 7 or 8 PM, they became mute, unable to speak, crying, and vomiting more than 12 times. The hotel initially sent a front desk manager surnamed Hu, who promised it was the hotel's responsibility and said that others had previously complained about the slippery area, but no accidents had ever occurred (I recorded the entire conversation, proving the hotel was aware of the safety hazard). They told us to take our child to the doctor immediately, promising that the refund would cover all medical expenses. I was initially misled by this manager's readily agreeable attitude. After this manager said all that, no one else from the hotel appeared. We took our child to the nearest hospital, West China Hospital Tianfu, but were refused treatment because they had no pediatric department. We then went to the Provincial Maternal and Child Health Hospital, but were again refused treatment because their emergency department lacked pediatric surgery. Finally, on the advice of the Provincial Maternal and Child Health Hospital, we went to the nearest hospital, BOE Hospital. When I first sent the medical invoice to Manager Hu, they showed no concern for my child; instead, they immediately called my husband and told him not to go to a private hospital. Later, the child continued to vomit, and BOE Hospital wanted us to be hospitalized. Considering the hotel's requirements, we went to West China Hospital in the city center. The consultation wasn't completed until 1 AM. West China Hospital said there was a risk of delayed bleeding within 72 hours. After accompanying my child for three days as instructed by the doctor, I started asking the hotel for reimbursement of the promised expenses. However, the hotel's attitude changed drastically at this point; they even refused to cover the medical expenses. Later, a higher-ranking manager from the hotel called me, immediately threatening me, saying their legal department stated that we parents were the primary responsible party and the hotel only needed to provide humanitarian care. I was furious when I told her I had recorded the entire incident and demanded the hotel provide a report on the anti-slip coefficient of the tiles from the supplier. I also pointed out that no one from the hotel had inquired about the issue while we were traveling to various hospitals. Only then did this manager, Ms. Wang, speak politely. In addition to the two points the hotel promised, I claimed a three-day lost wage for the guardian. The actual cost was less than 1,000 yuan. The very next day, Ms. Wang tried to elicit sympathy, saying the lost wage would be deducted from their salaries, and they could only provide a portion (less than half), which I agreed to. However, the hotel then demanded I sign a one-time waiver. After consulting with a doctor, who said the concussion might have long-term effects that could appear months later, I naturally refused to sign. When I complained through Ctrip, they remained uncooperative. I stated I had a recording proving the hotel was aware of the safety hazard and that I could forgo compensation but demand rectification. However, the hotel's response to Ctrip was always the same: they couldn't rectify it, they wouldn't. They then described their manager as a new temporary worker, and the hotel refused to take responsibility for what the manager said. I wonder how powerful this hotel's connections are to disregard customer safety and renege on their promises so readily. Here I would also like to ask Ctrip, how can you continue to operate such a hotel with obvious safety hazards so blatantly?
Original TextTranslation provided by Google
