Haidilao compensates diners after teenagers urinate in soup

China's largest hot pot chain, Haidilao, has announced that it will compensate more than 4,000 customers who patronized one of its Shanghai branches. This decision follows an incident in which two teenagers were found to have urinated into a hot pot broth in a private room, sparking widespread concern and outrage.

Last month, a video showing two boys urinating into a hot pot broth in a private room circulated widely online, causing public uproar. It remains unclear who filmed the video. Police stated that the two 17-year-olds were intoxicated at the time of the incident and were detained shortly thereafter, facing legal consequences for their actions.

Although no one consumed the contaminated broth, Haidilao has apologized to its customers, stating that it has replaced all hot pot equipment and tableware, and disinfected other utensils. The incident occurred in late February, but the company's management only became aware of it several days later after seeing the relevant video on social media, prompting immediate action.

Haidilao stated that the staff on duty at the time failed to stop the two teenagers' behavior in a timely manner, leading to the escalation of the situation. Because the company has dozens of branches in Shanghai, it took another week to determine which branch was involved. Haidilao's customers use their own personal hot pot equipment to cook food, and the broth is not reused. However, it is currently unclear whether the hot pot in question was thoroughly cleaned and disinfected before the next customer used it, raising hygiene concerns.

In a statement, Haidilao said, "We fully understand that the distress caused to customers by this incident cannot be fully compensated in any way, but we will do our best to take responsibility." Haidilao stated that customers who dined at the branch between February 24 and March 8 will receive a full refund, as well as cash compensation of 10 times the bill amount, demonstrating their commitment to customer satisfaction.

Since Haidilao opened its first restaurant in Jianyang, Sichuan, the company has grown rapidly, becoming a global brand. Currently, Haidilao operates more than 1,000 restaurants worldwide. Haidilao is known for its high-quality customer service and family-friendly atmosphere, where ladies can enjoy manicure services while waiting for a table, and children can get cotton candy, enhancing the dining experience.