Haidilao Compensates Diners Following Disturbing Incident in Shanghai Branch

Following a shocking incident where two intoxicated teenagers urinated in a hotpot broth, Haidilao has decided to compensate over 4,000 customers affected. The company is taking measures to ensure cleanliness and customer safety after this incident garnered widespread attention online.

In a troubling incident at one of its Shanghai branches, Haidilao, China’s largest hotpot chain, has announced it will compensate more than 4,000 diners after two teenagers urinated in a hotpot broth pot. The 17-year-olds, reportedly intoxicated at the time, were filmed engaging in this shocking behavior, a video of which circulated widely on social media.

Local police intervened shortly after the incident; however, no evidence suggests that diners consumed the affected broth. Haidilao has expressed its regret to customers, confirming that it has completely replaced all hotpot equipment used at the location and disinfected all related dining utensils. The incident, which occurred in late February, came to the company's attention only days later when videos emerged online.

The management later clarified that staff on duty during the incident did not appropriately address the situation. The teen's actions went undetected until the incident gained traction online, creating a need for the company to identify the specific outlet involved among its numerous locations in the city.

Haidilao, known for its interactive dining experience—including personal hotpot equipment—for customers, assured the public that broths are not reused and the hygiene protocols are typically stringent. However, they acknowledge the lingering uncertainty regarding the cleaning processes of the affected hotpot in this case.

In a statement, the company emphasized its understanding of the distress this incident has caused, asserting that no compensation could fully resolve such discomfort but pledging to take responsibility. As part of their response, diners who visited the affected location between February 24 and March 8 will not only receive full refunds but also cash compensation equivalent to ten times their meal costs.

Since its inception in Jianyang, Sichuan province, Haidilao has rapidly expanded, currently boasting over 1,000 restaurants globally. The brand is celebrated for its customer service, often offering amenities like manicures for women and cotton candy for children while patrons wait for their tables.