A woman, identified by the surname Fang, recently stayed at a Shanghai hotel costing more than 4,000 yuan per night with her husband. Around 12:30 a.m. on September 19, the couple stepped out for a late-night meal amid heavy rain. Concerned that her Hermes bag might get damaged by the downpour, Fang asked a hotel staff member to return the bag to her room. "When we got back at around 2 a.m., I found the bag hanging on the doorknob. I was quite upset because my ID and bank cards were inside; if someone had taken them, it would have been a real problem."

When Fang questioned the hotel about the incident, the duty manager apologized, explaining that the room's "Do Not Disturb" mode prevented staff from entering. They offered compensation such as complimentary gifts and a room rate discount, but Fang declined the discount, urging the hotel to improve its management instead. Between September 19 and 20, reporters repeatedly contacted the hotel. A staff member responded, "This matter is being handled internally, but we cannot disclose specific details. You may contact the guest directly."

Fang told reporters she had come to Shanghai to celebrate her birthday and checked in on September 17, with a nightly rate exceeding 4,700 yuan. "On the early morning of the 19th, my husband and I went out for a late-night meal. While waiting for a car on the first floor, we realized it was pouring rain. I worried my Hermes bag would get soaked, and since the car was about to arrive, there was no time to go back. So I took out the essentials and asked the hotel staff to bring the bag to the room. I told him to just place it on the table or in the closet, and he agreed. But when we returned around 2 a.m., I found the bag hanging on the doorknob, visible to anyone passing by. I was really angry because my documents and cards were inside—if someone had taken them, it would have been troublesome."

Fang immediately summoned the duty manager. "He apologized and said that because my room had 'Do Not Disturb' enabled, they assumed I didn't want anyone entering, so they didn't open the door. He then offered a late checkout and a room upgrade, but since I'm already a member, I didn't need those." Fang noted that while the incident caused no financial loss, it raised doubts about the hotel's management and staff training. "In this situation, they could have called to ask me or left it at the front desk. But hanging it on the door directly fails to ensure the safety of my belongings."

The next morning, the duty manager apologized again, presented her with a perfume gift set, and proposed a partial room rate reduction. "The manager admitted their work was inadequate and said they should have stored the bag in the hotel's butler cabinet and contacted me immediately." Fang also turned down the rate reduction. "I've already checked in, so there's no need to refund the room charge. My request is that the hotel strengthens its management so the service quality matches the price."

On September 19, a reporter called the hotel, and a staff member said, "This matter is being handled internally, but we cannot disclose specifics." When the reporter asked to be transferred to the duty manager, the line was busy. On September 20, the reporter called again to check on progress, and the staff member replied, "The hotel currently has nothing to say about this. If you have questions, please contact the guest directly."

Hermes International SA (the luxury brand in question) has not yet issued a public statement regarding this incident.

Editor: Jing Yan, Li Duo | Review: Han Xue | Chief Editor: Fang Yun