Haidilao Investigates Over 1,400 Restaurants After Customer Urinates in Hotpot

A viral video showing a customer urinating into a Haidilao hotpot has forced the company to investigate over 1,400 restaurants to track down and sue the individual while compensating over 4,000 orders.

 

 

On March 12, Haidilao, the renowned Chinese hotpot chain, issued a statement confirming it would pursue civil liability against the two men involved in the scandal. The incident occurred on February 24 in a private dining room at Haidilao’s Shanghai Bund restaurant, where a male customer stood on the table, wearing shoes, and urinated into the hotpot.

His companion, finding the act amusing, took a photo and posted it online—unaware that it would become key evidence for legal action.

Massive Investigation Across 1,400 Restaurants

Haidilao admitted that staff were not trained to handle such extreme incidents, so they failed to detect the event in real time. The company only discovered the viral video on February 28 but couldn’t determine the exact time and location of the incident.

In response, Haidilao reported the case to the police in Jianyang, Sichuan Province, and other regions, launching an internal review across 1,400 restaurants in 15 countries. Due to the sheer volume of information and limited clues, the investigation proceeded slowly.

By the night of March 6, the company confirmed the incident occurred at Haidilao Shanghai Bund, located on the 5th floor of The Bund Central (123 East Nanjing Road, Huangpu District, Shanghai). Police later verified the findings.

Legal Action and Mass Compensation

Authorities have issued administrative detention orders for the two individuals involved. Haidilao clarified that no alcohol was consumed by the customers at the restaurant that day.

On March 10, the company filed a civil lawsuit at the Huangpu District People's Court in Shanghai, seeking legal accountability for both men.

To ensure hygiene and safety, Haidilao replaced all hotpot equipment and tableware (including chopsticks) on March 8, disinfecting and thoroughly sanitizing the restaurant.

Full Refunds + 10x Compensation for Over 4,000 Orders

Acknowledging the significant inconvenience caused, Haidilao announced full refunds and additional compensation for 4,109 orders placed at the Shanghai Bund location between February 24 (12:00 AM) and March 8 (11:59 PM).

The compensation policy includes:
✔ Full refund of the total bill.
✔ Extra cash compensation amounting to 10 times the original payment.

Refund & Compensation Process

• Payments made via WeChat, Alipay, or UnionPay will be refunded by March 12, 11:00 PM, with funds arriving within seven working days.
• If technical issues prevent a refund or the 10x compensation, Haidilao will contact customers directly.
• Customers must provide a receipt or electronic payment record to claim their refund.

Haidilao Vows to Strengthen Internal Management

In the wake of this incident, Haidilao pledged to enhance management and service quality, ensuring stricter hygiene protocols and better crisis response strategies.