Your hotel refuses check-in: what to do now

At the desk

1. Show your original passport, booking number and the hotel’s written confirmation, if you have one.
2. Ask the reason: no room, a document problem, or difficulty registering a foreign passport? Ask the duty manager to check it.
3. If staff say they lack a special licence for foreigners, show the Ministry of Commerce policy linked below. It says qualification requirements should not be used to bar overseas guests.
4. If they still refuse, ask them to put the reason in the booking chat. Save the hotel name, time and reply.

Get the booking platform working on it

Open your reservation, then Help / Customer Service. Ask the agent to call the hotel, record the refusal and check replacement rooms that can register your passport. Ask who will pay any price difference before you accept.

Do not mark the booking as a voluntary cancellation without asking how that affects your refund. Save the agent’s answer and any replacement-hotel or taxi receipts.

If you booked directly

Call the property’s published number and ask for the manager. Request a written refund decision. For a Guangzhou service complaint, call 12345 with the Chinese hotel address and your evidence; 960169 can help with public-service communication.

A complaint does not guarantee a room or compensation that night. For an immediate threat to safety, call police on 110.