Fighting Back: My Legal Battle with Holiday Inn Express Harbin Qunli

IntroductionHi everyone, it’s Nancy from Wandering Nancy! Today, I’m sharing a personal story about a frustrating experience I had with the Holiday Inn Express Harbin Qunli and how I had to take legal action to resolve it. This is not just about my story but a reminder of why consumer rights matter. 2024 is almost coming to an end, and it has been such a busy year for me. I’ve actually wanted to make this video for a long time, but I kept putting it off until now. This is not exactly a pleasant experience, but it’s one that I feel is worth sharing. That’s why I decided to share it with you in my final video of 2024—to leave this negative experience completely in the past. I also hope that by sharing this, none of you will have to go through the same thing. Setting the SceneLet’s go back to late 2023. I had booked a series of reward nights through the IHG app for the Holiday Inn Express Harbin Qunli to attend the city’s iconic Ice and Snow Festival. I secured 12 nights in December 2023 and 1 night in January 2024, using 168,000 IHG points—the equivalent of about 5880 yuan - 1264.54 Just before my stay, I received an unexpected notice: all my bookings were canceled. My points were refunded, but I was left scrambling to rebook at much higher rates. I later discovered that this hotel had a pattern of canceling reward bookings during peak periods, only to resell the rooms at higher prices. IHG’s ResponseI contacted IHG’s Shanghai office and their Ambassador service, but their response was underwhelming. They offered me a mere 15,000 points as compensation, which was nowhere near adequate for the inconvenience and additional costs. Taking Legal ActionFrustrated, I decided to take a stand. In January 2024, I filed a lawsuit in Harbin’s Daoli District Court under China’s Consumer Rights Protection Law, arguing that the hotel's actions constituted consumer fraud. The trial was held on April 22, 2024, and my lawyer represented me. During the mediation, the hotel proposed compensating me with double the points of my original booking—168,000 points. While I accepted this offer, the hotel neither issued an apology nor provided a valid explanation for their actions. The Court RulingHere’s what the court decided: 1. The hotel credited 168,000 points to my account within three days. 2. I withdrew my lawsuit against IHG’s Shanghai office. 3. Both parties agreed to have no further disputes. 4. I covered half of the court’s case acceptance fee, amounting to 25 yuan. While this outcome resolved the immediate issue, it left me wondering why IHG didn’t take action against the hotel for violating program rules. ReflectionsThis incident underscores a larger issue: the lack of accountability among certain hotels during peak seasons. IHG claims to have a guarantee for reward bookings, but in this case, they failed to enforce it. I had to rely on consumer protection laws to resolve the matter. For anyone planning to visit Harbin during its Ice and Snow Festival—which is absolutely worth it despite temperatures dropping to -20°C or lower—keep this story in mind. ConclusionWhile this experience was frustrating, I’m glad I stood up for my rights. It’s a reminder to all travelers: don’t hesitate to take action when you’re treated unfairly. Thank you for listening to my story. If you’ve had similar experiences or insights, share them in the comments below. Let’s help each other navigate these challenges! Don’t forget to like, subscribe, and join me on my next journey. Until next time, this is Nancy from Wandering Nancy. Bye!