On the afternoon of June 8th, ATOUR of Yado released an event statement regarding the “pillowcase incident” that occurred at the Yado Hotel in Xixi West Lake, Hangzhou. They sincerely apologized to all friends who care about and trust Yado. Yado stated, “The user comes first” has always been the top principle. They will not shirk responsibility for the problem and will deeply reflect and take immediate action.
After investigation, the “pillowcase incident” was caused by incorrect sorting and distribution. After the incident occurred, the involved store conducted a comprehensive inspection of all linen items and confirmed that this was an isolated case, without finding any other non-hotel linen. Further investigation revealed that the problem originated from the incorrect distribution by the laundry supplier during the sorting process. Additionally, the involved store had lapses in the linen acceptance, linen storage, and room inspection procedures, resulting in the failure to effectively implement the service standards.
To properly handle this incident and prevent similar problems from recurring, Yado has taken a series of corrective measures: The involved stores have been closed for comprehensive and thorough rectification, and all 4,440 sets of linen will be completely replaced; Yado has terminated its cooperation with the involved laundry supplier and has permanently listed it on the blacklist of cooperative partners. At the same time, it will strengthen the unified management and regular inspections of laundry suppliers to ensure the quality of linen washing from the source.
In terms of the management mechanism, Yado has established a long-term guarantee mechanism and set up an independent supervision team. On the basis of the daily inspections conducted by the original operation center, the internal audit department of the group has taken the lead in setting up an independent supervision team, significantly increasing the frequency and quality of store inspections. For stores that fail to perform well, they will be required to immediately rectify the situation. Unqualified stores will be directly removed from the platform, and the inspection and rectification situations will be regularly publicized.
Yado will also enhance the intensity of public supervision. It will expand the recruitment of “user experience officers” to the society and conduct open supervision of all its stores across the country. At the same time, it will set up an exclusive complaint email for the “safety project” and an independent supervision hotline. Relevant information will be released through multiple channels such as Yado’s WeChat official account and Weibo.
Furthermore, Yado will set up a 10 million special fund. For any issues reported by users that are verified to be true, compensation will be provided immediately to protect users’ rights and interests. Yado is taking a series of practical actions to strive to make up for the impact caused by this incident and regain the trust and support of users.
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