Hotels Must Not Refuse Foreign Guests

The Notice on Measures to Facilitate Accommodation for Foreign Nationals to Support High-Level Opening-Up was released on July 25.

In order to facilitate the accommodation of foreigners in China, On July 25, seven government departments, including the Ministry of Commerce, Office of the Central Cyberspace Administration of China, the Ministry of Public Security, the Ministry of Culture and Tourism, the People's Bank of China, the National Immigration Administration, and the State Administration of Foreign Exchange, jointly issued the "Notice on Measures to Facilitate Accommodation for Foreign Nationals to Support High-Level Opening-Up."

1. Lawful and Compliant Operations
Local authorities and online platforms should not use qualification requirements as barriers to prevent accommodation providers from hosting foreign nationals. Online platforms and accommodation operators must not unlawfully post information about refusing foreign guests. Provincial departments of cyberspace, public security, commerce, and culture and tourism should work together to strengthen market regulation, inspect local accommodation providers and online platforms for illegal restrictions on foreign guests, and promptly ensure rectifications.
2. Enhancing Reception Capacity
Support accommodation providers in training front desk staff to improve their service capabilities. Encourage capable accommodation providers to upgrade service standards and facilities, offering information services on tourism, transportation, and shopping, enabling international calls, posting bilingual signs, and equipping front desk staff with foreign language skills or AI translation devices.

3. Strengthening Industry Self-Regulation
Local authorities and relevant departments should leverage industry associations to enhance self-regulation, urging accommodation providers to operate equally, fairly, and with integrity. This ensures compliance with laws and consumer protection standards. Industry associations are encouraged to conduct foreign-related business training and develop relevant service standards. Support associations and online platforms in conducting evaluations to guide lawful and compliant operations.
4. Leveraging Platform Capabilities
Guide online platforms to optimize foreign language applications, improving the entire service experience for foreign nationals from downloading to booking services. Online platforms should take responsibility for scrutinizing merchant information. Utilize the scale of online platforms to offer online courses in hotel language skills and reception etiquette, providing language training for services like check-in and reservations.
5. Optimizing Registration Management
Further streamline the registration management services for foreign nationals at accommodation establishments by simplifying information collection and expanding registration methods. Enhance training and guidance on registration for foreign nationals, facilitating lawful and convenient registration processes. Implement the State Council’s guidelines on standardizing and supervising fines, prioritizing education and prudent enforcement to improve accommodation services for foreign guests.
6. Improving Service Channels
Enhance communication channels for foreign nationals, encouraging regions to improve bilingual or multilingual signage in airports and train stations, and provide inquiry services and pre-arrival accommodation guidance. Maximize the role of the 12367 immigration management service platform and its connectivity with the 12345 hotline to offer round-the-clock bilingual policy answers, information consultation, complaint handling, and suggestions.
7. Enhancing Payment Convenience
Optimize the acceptance environment for foreign bank cards, supporting regions in upgrading card acceptance hardware and software. Expand the acceptance of foreign bank cards and e-wallets, and increase the deployment of card terminals. Encourage accommodation providers to commit to accepting cash, ensuring adequate cash reserves for change. Support hotels with significant foreign guest numbers in setting up foreign currency exchange facilities and expanding the range of currencies accepted. Improve the online payment experience for foreign nationals on related platforms, enhancing mobile payment services.
8. Creating a Welcoming Atmosphere
Local authorities and departments should actively promote relevant policies to accommodation providers, improving service levels. Increase publicity aimed at foreign nationals, making them aware of available services and policies to create a friendly service environment. Utilize hotlines and consultation platforms effectively, enhancing training and capacity to handle inquiries, requests, and complaints professionally, showcasing China's openness, inclusivity, and friendliness.

The full text of the notice in Chinese can be viewed by clicking on the website below.
https://fms.mofcom.gov.cn/zcfg/zhzcfg/art/2024/art_359e6fb160b44619a2f8cb4d05ca6201.html
Source: MINISTRY OF COMMERCE