New Year's Eve Hotel Packages: Nearly 80% Fail Refund Standards

As 2017 draws to a close, many people choose to book New Year's Eve hotel rooms with fireworks views to celebrate the arrival of the new year. However, the Consumers' Foundation randomly inspected New Year's Eve packages from 14 hotels across Taiwan and found that 11 operators—nearly 80%—had cancellation policies that did not comply with the "Required and Prohibited Contract Terms." The regulatory authorities may impose fines of NT$30,000 to NT$300,000 under the Consumer Protection Act, with penalties applicable for each violation.

According to Article 4 of the "Required and Prohibited Terms for Standardized Individual Guest Room Booking Contracts" issued by the Ministry of Transportation and Communications, the deposit charged by operators must not exceed 30% of the total agreed room rate. However, for stays of three or more consecutive days during holiday periods, the deposit may be increased to 50% of the total agreed room rate.

The Consumers' Foundation investigated New Year's Eve packages from 14 hotels through their official websites and travel agency promotions. The results showed that only three operators—the Chateau de Chine Hotel in Kenting, the Howard Beach Resort in Kenting, and the Farglory Freeport Hotel in Kenting—followed the "Required and Prohibited Terms" for deposit collection and refunds. The remaining 11 were non-compliant.

Among them, many New Year's Eve stay packages offered through partnerships between travel agencies and hotels required full prepayment, with no cancellations or rescheduling allowed after payment. Otherwise, the full fee would be forfeited. The Consumers' Foundation pointed out that according to the "Required and Prohibited Terms," whether consumers book directly or indirectly through booking websites or travel agency pages, the relevant terms should apply without exception.

The Consumers' Foundation stated that for hotels with non-compliant cancellation policies, the regulatory authorities may, under the Consumer Protection Act, order corrections within a specified period. Operators failing to comply by the deadline may be fined NT$30,000 to NT$300,000. If they still fail to rectify the issue after a second notice, fines of NT$50,000 to NT$500,000 may be imposed, with additional penalties for each subsequent violation.

The Consumers' Foundation also called on central industry regulatory authorities to actively inspect businesses. Before paying deposits to book rooms, consumers should carefully review whether the hotel’s refund policy is reasonable. Additionally, with multiple recent cases of fraudulent hotel listings using fake photos, consumers should verify the authenticity of online information and check the Tourism Bureau’s website to confirm whether the operator is legitimate to avoid being scammed.