豪华酒店“无星级”卫生视频刷屏外媒，酒店卫生乱象到底几时休？

俗话说，一分钱一分货。然而，在高档的五星级酒店中，我们享受的也可能是“无星级”的服务……

近日，网友@花总丢了金箍棒在微博上发布了一段近12分钟的曝光视频，揭露了10多家五星级酒店杯子的秘密……

视频中，酒店服务员用地上的脏浴巾擦拭口杯、洗手盆和镜面……

甚至还用工作服擦拭……

从垃圾桶回收一次性杯盖……

用洗发水浸泡杯具……

视频中曝光的14家高档酒店都是业界大牌，间间价格不菲，涉及北京、上海、南京、福州、南昌等多个城市。

以下是新华社整理的被曝光的14家酒店名单↓↓↓

1、北京康莱德酒店（希尔顿集团）：行政房参考价1800元/晚

2、北京柏悦酒店（凯悦集团）：参考价2000元/晚

3、福州香格里拉酒店：豪华阁套房参考价2000元/晚

4、贵阳贵航喜来登酒店（万豪集团）：行政套房参考价1600元/晚

5、南昌喜来登酒店（万豪集团）：行政房参考价1100元/晚

6、上海宝格丽酒店（万豪集团运营）：城景房参考价4500元/晚

7、上海四季酒店：参考价2000元/晚

8、上海浦东文华东方酒店：行政房参考价2800元/晚

9、上海世茂皇家艾美酒店（万豪集团）：行政房参考价1600元/晚

10、上海璞丽酒店（立鼎世集团）：参考价2700元/晚

11、上海浦东丽思卡尔顿酒店（万豪集团）：参考价3000元/晚

12、上海外滩华尔道夫酒店（希尔顿集团）：参考价2600元/晚

13、北京颐和安缦酒店：参考价5000元/晚

14、北京王府半岛酒店（香港上海大酒店公司）：参考价2300元/晚

Enjoying a glass of wine in a luxury hotel suite would typically sound appealing to many in China, but a viral video on last Wednesday of disturbingly unhygienic cleaning practices at some of the country’s ritziest hotels may change that.

Such a drinking glass may have been “cleaned” with a used bath towel, according to an 11-minute video called “The Secret of the Cups,” which exposed hygiene problems at 14 five-star hotels in Beijing, Shanghai, Fujian, and Guizhou. Rooms at the most expensive hotel shown in the video — the Bulgari in Shanghai — start at around 4,000 yuan ($580) per night.

In footage recorded by a hidden camera, an employee at the Bulgari appears to reach into a bathroom trash can to retrieve a disposable plastic lid for cups and wipe it on his work uniform so it can be used again. At the Waldorf Astoria in Shanghai, meanwhile, a housekeeper is shown wiping down a room’s sink, toilet seat, and cups with the same sponge.

视频曝光后，在微博上引发轰动，网友们纷纷留言表示，被恶心到了……

目前，涉及的14家酒店均已发布声明致歉↓↓↓

福州香格里拉大酒店

上海文华东方酒店

北京康莱德酒店

上海外滩华尔道夫酒店

上海四季酒店

上海浦东丽思卡尔顿酒店

上海宝格丽酒店

北京颐和安缦酒店

南昌喜来登酒店

上海世茂皇家艾美酒店

贵阳喜来登贵航酒店

上海璞丽酒店

不过这样的道歉却并不能让许多网友满意：一起犯错，一起回应，连内容都高度一致……

而北京王府半岛16日早间，先是发布一则声明，表示客房中水杯的卫生情况，ATP检测结果数值为0，远远低于监管部门设定的合格数值，表明水杯清洁度良好。

然而，这一声明引发不少网友吐槽，称这样的ATP数值比手术室还干净……

16日晚间，酒店方面再次发布声明称，“对此次事件造成的纷扰表示歉意”，将“继续一丝不苟的落实服务标准程序”，并将当天早间的声明删除。

Some hotels pictured that later issued apologies included the Le Royal Meridian Shanghai and two Sheraton hotels in other Chinese cities, all operated by Marriott, as well as the Waldorf Astoria in Shanghai, one of the Hilton hotel brands. Other hotels whose cleaners were caught on camera and also issued statements included the Park Hyatt hotel in Beijing, and the Shangri-La Hotel in Fuzhou in eastern China. Many of them have said they’re investigating.

而这次的五星级酒店“毛巾门”也引发了不少外媒的关注。

MSN：

“位于中国的大牌连锁酒店被爆清洁乱象后致歉”

英国《太阳报》(The Sun)网站：

“别看！视频曝光服务员用浴巾擦杯具、水槽以及坐便器，相关酒店随后致歉”

CBS网站：

“中国客房清洁服务的隐蔽摄像视频曝光后，连锁酒店致歉”

美国《华盛顿时报》(The Washington Times)网站:

“中国大型酒店被爆客房清洁乱象后受查”

据这次五星级酒店“毛巾门”的曝光者“花总”表示，自己在过去的6年间在约150家酒店中住了2000多晚。

The video’s creator — a man who goes by the alias “Huazong” and has more than 320,000 followers on microblogging platform Weibo — claims to have spent over 2,000 nights at around 150 hotels over the past six years. 

他表示，自己产生制作这个视频的想法源于去年10月。当时他正住在南京的一家酒店里，下午回房间时，刚好撞见一位服务员在他房间里用脏浴巾擦杯具。

The idea to make the video came to Huazong in October 2017 after an experience at a hotel in the eastern city of Nanjing: He came back to his room one afternoon to find a housekeeper cleaning the room’s drinking cup with a used bath towel.

“我们两人都很尴尬，所以我假装没看到任何事情便离开了房间。”后来，因为担心服务员会因此丢了工作，花总并没有投诉这件事情。

而在发布曝光视频后，他在接受媒体采访时也一直表示，不是服务员的错，而是要让酒店重视并且整改问题。

“Both of us were really embarrassed, so I pretended I hadn’t seen anything and left the room,” he said. Afraid that the woman might lose her job, he opted not to report the incident — and even after making his video, Huazong stressed to Sixth Tone: “These employees should not be blamed; rather, it should be [the hotels’ responsibility] to recognize and correct any hygiene problems.”

由于担心自身安全隐私，“花总”吴先生并没有透露自己的真实姓名。而此前，曾有曝光酒店卫生问题的住客被酒店标记，称其“会在酒店里安装摄像头取证”。

Fearing retribution from the hotels he stays in, Huazong has not revealed his real name. In September, another hygiene whistleblower found that he had been flagged in a hotel chain’s guest database as someone who “obtains evidence by installing cameras in the bathroom.”

据“花总”表示，自己也遭到了酒店曝光个人信息。

但他在接受央视采访时却表示，自己面对媒体时一直坚持真容出镜，因为他要对自己的投诉内容负责。

而面对网友关于在房间内安装摄像头的质疑，“花总”表示，自己只拍摄了自己房内卫生保洁的情况，设备在退房时已经拆除。

据《中国日报》报道，针对日前媒体曝光的多家酒店使用脏抹布、脏浴巾或脏海绵擦拭杯子、洗手台、镜面等问题，文化和旅游部回应表示高度重视，对涉事酒店进行了排查，立即责成上海、北京、福建、江西、贵州等五省市文化和旅游主管部门进行调查处理。已对涉事酒店进行核实调查。

The Ministry of Culture and Tourism said it has started investigations into the hotels and has instructed its branches in five provinces and municipalities to investigate, including Shanghai, Beijing, Fujian, Jiangxi and Guizhou, Xinhuanet reported last Friday.

目前，北京、上海相关部门也已介入调查。

15日下午，北京卫监部门对本市4家涉事酒店进行了突查。北京市卫生和计划生育监督所相关负责人表示，这次检查过程中，执法人员对涉事的4家酒店进行了现场监督检查与采样检测，如发现违法违规行为的，严格依法查处。记者了解到，执法人员现场采集了杯具等公共用品用具样品，目前已送到疾控中心进行实验室卫生检测，几天后会将检测结果进行公示，请公众进行监督。

北京市旅游发展委员会表示，将立即决定采取以下措施：一是11月15日对4家涉事酒店进行询问警示约谈，要求涉事酒店迅速核实情况，全面自查，如情况属实，要立即限期整改，切实落实自身主体管理责任。二是北京市旅游委请市卫生健康委迅速组织检查人员对涉事4家酒店进行卫生监督现场检查。三是北京市旅游委将视对涉事酒店的调查情况，协调相关执法部门再做进一步的处理。

In response to a viral video exposing shoddy cleaning practices at 14 luxury hotels, health departments in Shanghai and Beijing, where most of the disgraced hotels were located, dispatched inspection teams last Thursday to take a closer look.

Health officials in Beijing's Dongcheng, Haidian and Chaoyang districts collected samples from four of the hotels shown in the video. Test results will be made public, they said.

The Beijing Municipal Commission of Tourism Development summoned managers of the four hotels for an inquiry last Thursday. If the claims are true, the hotels will be ordered to rectify their hygiene procedures.

上海市旅游局表示，高度关注媒体的报道，正在核实调查。对证据确凿的涉事酒店，将积极协调各相关执法部门予以严处。同时，将向国家星级评定部门建议，及时修补相关评定标准，从源头防止此类事件的发生，确保星级宾馆饭店的服务质量，让消费者放心。

然而，“花总”此次曝光的酒店卫生乱象并非首例，相关问题曾被多次曝光。去年，北京的5家五星级酒店就被爆出客人退房后，并未更换床单。

This is not the first time that some of China's most expensive and sought-after hotels have been caught in shoddy cleaning practices. Last year, five luxury hotels in Beijing failed to change bedsheets as required after guests checked out.

评测机构“蓝莓评测”表示，他们预定了几家国际知名的5星级豪华酒店，登记入住后用特制的隐形印章在房间的床单，被罩，浴缸，马桶上做了一些标记，第二天另一位工作人员会再次来到这几家酒店登记入住到同一个房间，用紫外线灯来检查看看这些印记是否还在。

但第二天发现，他们留在房间内的记号还在，这意味着，客人退房后酒店并没有彻底更换床品，而且都没有清洁浴缸，部分酒店马桶圈、漱口杯等没有彻底清洁。

Lanmei Test, an organization that claims to be independent, released a video on WeChat of an undercover inspection in which its employees left marks on sheets, toilets and cups at several five-star hotels.

The marks-visible only under ultraviolet light-were still there when Lanmei employees checked into the same rooms the next day.

高级酒店内的卫生乱象看得人触目惊心，但如果有朝一日，大家去酒店入住都要根据“自救攻略”自带床单、被子、水壶、杯具，那才是整个行业的“杯具”……

综合来源：新华社、央视新闻、中国日报、澎湃新闻第六声、The Telegraph

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