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Haidilao Responds to Controversial Incident in Shanghai Restaurant

China’s prominent hotpot chain, Haidilao, has announced plans to compensate over 4,000 customers who dined at one of its Shanghai locations earlier this year, following a disturbing incident where two teenagers urinated into a hotpot broth.

The troubling act was captured on video and circulated widely on social media last month. The footage showed the youths engaging in the act while dining in a private room. The identity of the individual who filmed the incident remains unclear.

Authorities apprehended the two 17-year-olds shortly after the occurrence; reports indicate they were under the influence of alcohol at the time. Fortunately, there have been no claims suggesting that any diners consumed the tainted broth. In response, Haidilao promptly issued an apology to its patrons, confirming that all affected hotpot equipment and dining utensils have been replaced, and that comprehensive disinfection measures have been implemented throughout the establishment.

The incident transpired in late February, but management only became aware of it several days later when the videos began to circulate online. Haidilao acknowledged that the staff present failed to prevent the teens’ actions. Further complicating the situation, it took an additional week for the company to identify the specific outlet involved, as they operate numerous locations in Shanghai.

At Haidilao, diners typically utilize personal hotpot equipment to cook their food, and the restaurant’s policy ensures that broths are not reused for different customers. However, questions remain regarding whether the particular hotpot that was contaminated was adequately cleaned and disinfected before subsequent use.

In a statement addressing the incident, Haidilao expressed understanding of the distress caused to its customers, stating, “We fully recognize that any compensation may not be able to wholly address the concern of our patrons, but we are committed to taking full responsibility.”

As part of its resolution, the company announced that customers who dined at the implicated outlet between February 24 and March 8 would receive full refunds, along with additional cash compensation equating to ten times the amount they initially paid.

Founded in Jianyang, Sichuan province, Haidilao has grown rapidly since its inception, now boasting over 1,000 locations globally. Renowned for its exceptional customer service and welcoming environment, Haidilao offers unique touches such as complimentary manicures for women and cotton candy for children while they wait for a table.

Source
www.bbc.com