A five-star hotel in Zhejiang, China, has come under fire after a guest discovered a used condom in her room and later accused the hotel of backing out of a compensation agreement worth about 4,000 yuan (RM2,300).
According to reports, the incident occurred on April 2 when a businesswoman identified as Zhang was preparing to check out of a room at the Rui’an New Century Grand Hotel after an overnight stay with her husband and a foreign client.
Zhang said she was shocked to find a used condom beside the bathroom sink while packing to leave. Feeling disgusted by the discovery, she immediately reported the matter to hotel staff.
Hotel employees allegedly explained that the area was partially concealed by a hairdryer, suggesting housekeeping may have overlooked the item during cleaning.
Following the complaint, a lobby manager surnamed Wang reportedly apologised to the couple and offered a compensation package that included a full room refund, a one-time payment of 3,000 yuan and reimbursement for comprehensive medical examinations for both guests.
The compensation proposal, valued at around 4,000 yuan in total, was later confirmed through a text message sent by the manager.
However, after completing their medical examinations in late May and contacting the hotel regarding payment, Zhang was informed that the manager who handled the case had left the company.
The hotel’s new manager reportedly rejected the earlier agreement and instead offered only a refund of one room charge worth 461 yuan, plus an additional 200 yuan compensation payment, bringing the total to just 661 yuan.
According to the hotel, the original compensation promise was made by the former manager without official approval from senior management and therefore could not be recognised as a formal company commitment.
Zhang strongly disagreed with the explanation, arguing that the manager was acting on behalf of the hotel while performing his duties and that the written promise should remain valid regardless of his employment status.
She stressed that the dispute was no longer about money but about trust and accountability, accusing the hotel of failing to honour its word.
Legal experts quoted by local media noted that under Chinese civil law, actions taken by employees within the scope of their duties generally carry legal effect on behalf of the company. They argued that internal management issues should not be used to avoid responsibilities owed to consumers.
As of publication, both sides have yet to reach a settlement over the compensation dispute.
