Haidilao Hotpot Chain Offers Compensation After Disturbing Incident

Haidilao has promised to refund over 4,000 customers after two teenagers urinated in a hotpot pot at one of their Shanghai locations. The company has apologized and taken measures to ensure such an incident doesn’t occur again.

Haidilao, the renowned Chinese hotpot chain, is facing scrutiny after a disturbing incident in a Shanghai outlet where two intoxicated teenagers urinated into a customer's hotpot broth. The event, captured on video and later circulated on social media, has prompted the chain to take immediate actions, including compensating over 4,000 affected diners.

The incident occurred in late February, with police quickly detaining the 17-year-olds responsible. While there is no indication that the unsanitary broth was consumed, the chain has taken steps to ensure customer safety, including replacing all hotpot equipment and disinfecting utensils.

Haidilao only became aware of the incident days later when the video gained traction online. They noted the original staff on duty failed to prevent the act and expressed that identifying the exact restaurant took additional time due to the company's multiple outlets in the city.

"We fully understand that the distress caused to our customers by this incident cannot be fully compensated for by any means, but we will do our utmost to take responsibility," the company stated in a response. Customers who dined at the particular outlet from February 24 to March 8 will not only receive a full refund but also cash compensation equal to ten times their original bill.

Since its inception in Jianyang, Sichuan province, Haidilao has grown significantly, boasting over 1,000 global locations. The brand is celebrated for its exceptional customer service, often providing unique perks such as manicures for ladies and candy floss for children waiting for a table.