"Spent 9,800 Yuan on a Hotel Stay, Three Rats Slept With Me for the Night!" Is Raffles Hotel Facing a Rodent Infestation? Hotel Claims Pest Control Has Been Completed, "The Woman in Cabin 10" Was Previously Filmed Here

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Written by | “BUG” Column Zhou Wenmeng

Recently, the incident of “Hainan luxury hotel charging 9,800 yuan per night and three mice appearing at midnight” has attracted widespread attention.

The “BUG” column contacted the involved Ms. Qi. She explained, “The hotel with a mouse problem” is the Raffles Hotel in Qingshui Bay, Hainan. The hotel is part of the French Accor Hotels Group’s top luxury brand “Raffles Hotels & Resorts.”

“On the night of check-in around 1 a.m., I heard mice gnawing on something at the bedside table, and the noise continued until 7 a.m.,” she said. After the incident, the hotel offered room changes and refunds but did not provide compensation. Currently, the matter remains unresolved between both parties.

The hotel responded to the “BUG” column, stating that they have contacted the relevant team for inspection and thorough pest control. The Lingshui Li Autonomous County Tourism, Culture, Radio, Television, and Sports Bureau also issued a statement, saying they attach great importance to the recent online reports about hotel hygiene issues in the county, and have quickly organized investigations and handling. The involved hotel has completed comprehensive disinfection and increased routine patrols, as well as addressed pest prevention deficiencies. The local health supervision department has completed inspections, and all rectification tasks are being fully implemented.

It is worth noting that this hotel was also a filming location for the movie “The Disappearing Her,” and the hotel or related parties have used this for promotional purposes.

“Going forward, the hotel will develop its own特色,” said Xin Guangchang, Chairman of the Raffles Hotel Management Company in Qingshui Bay, Hainan, at a public event at the end of last year. “We are exploring how to integrate world-class service standards and management experience with local Hainan culture to create a high-end hotel service model with Hainan特色.”

“Initially, we planned to give two days’ room vouchers as compensation, but later the management declined.”

According to photos provided by Ms. Qi, after the mouse incident, hotel staff only entered the room the next morning at 8 a.m. to handle the situation, and they caught the smallest mouse on the spot.

“There were three mice in total, one large and two small. They killed one of the small ones. The big mouse was more than twice the size of the small ones. Seeing the large one scared me, I didn’t dare to take photos.”

This scene left Ms. Qi and her family very upset. She said she originally booked the villa hotel for peace and quiet, but the incident severely affected their trip and mood. “I didn’t expect Raffles to be so bad.”

She added, “After the incident, the hotel initially planned to give two days’ room vouchers as compensation, but the management disagreed, so they only offered a room change and a refund for that night. Additionally, the hotel promised to include a travel photography service when booking, but after taking photos with her family for over two hours, due to the dispute, they have yet to receive any electronic photos from the hotel.”

Hotel states they have contacted the relevant team for thorough pest control

Data shows that the Raffles Hotel in Qingshui Bay, Hainan, belongs to the “Raffles Hotels & Resorts” chain under the French Accor Hotels Group. It is a super-luxury hotel brand under Accor, alongside brands like Fairmont and Sofitel Legend. The hotel was invested and built by Agile Group, with Accor responsible for branding and management. It is the first Raffles Hotel in China and has served as a filming location for works like “The Disappearing Her.”

However, such a high-end hotel has experienced a “mouse problem” that contradicts its luxury positioning. Regarding the incident, the “BUG” column contacted the hotel for inquiry, but staff declined to comment.

According to a response from the Accor Group customer service to “BUG,” “After receiving guest feedback, we contacted the hotel, which has arranged for inspection and thorough pest control. The hotel has responded with a full refund and proper handling.” However, they did not clarify details about management standards or compensation.

“BUG” also found numerous complaints on platforms like Xiaohongshu about poor experiences at the hotel, including: 1. Poor check-in experience, slow service, no guidance; 2. Sea-view rooms do not actually overlook the sea, with dim lighting, outdated facilities, and moldy smells; 3. Slow food service, with orders placed at 6 p.m. not served until 8 p.m., etc.

One guest posted a warning: “Very disappointed! Don’t be fooled by the same style as ‘The Disappearing Her.’”

Currently, on Ctrip, many rooms are still available at the Qingshui Bay Raffles Hotel, with prices ranging from 2,499 yuan to 8,254 yuan per night for standard rooms, villas up to 13,999-17,999 yuan, and even luxury suites like the 99,999 yuan four-bedroom sky suite and the 129,999 yuan seven-bedroom private pool palace.

Accor Group’s China revenue drops quarterly

Public data shows that Accor Group is Europe’s largest and a leading global hotel group, operating with a light-assets model and a multi-brand matrix.

In fiscal year 2025, Accor reported revenue of 5.639 billion euros, a 4.5% increase over 2024 at fixed exchange rates. However, net profit declined sharply from 610 million euros in 2024 to 449 million euros in 2025.

Looking at revenue structure, in Q4 2025, the average revenue per available room (RevPAR) in Greater China, Africa, and Asia-Pacific increased by 7.6% year-over-year. Excluding China, which accounts for 16% of the region’s room revenue, the RevPAR growth in the region reached 10.4%. This indicates that China’s performance declined in Q4, dragging down the group’s global growth.

On platforms like Black Cat Complaint [Download Black Cat Complaint App], there have been many recent complaints about false advertising of coupons and the inability to use or get refunds for Accor’s flagship “Zhenxiang” cards. Multiple users reported that hotels under Accor sold pre-paid packages worth thousands of yuan on Fliggy, but faced difficulties in reservations and usage, and encountered various obstacles when requesting refunds, sometimes leading to expired cards and direct financial losses.

Industry insiders believe that with the domestic market retreating, Accor, which still struggles to manage its store and platform services, is increasingly inconsistent with its high-end luxury positioning.