Haidilao, a well-known Chinese hot pot restaurant chain, is facing a major crisis after a disturbing incident at one of its Shanghai outlets. The incident, which involved two men allegedly urinating into the broth while dining in a private room, has sparked outrage and concern among customers.
The company has since announced compensation for more than 4,000 affected diners as it works to repair its reputation and ensure such events do not happen again.
The shocking event occurred on February 24 but was only brought to the company’s attention on February 28 when a video showing the two men in the act began circulating online. At first, Haidilao struggled to determine the exact time and location of the incident.
However, after an investigation, the company confirmed on March 6 that the incident took place at a restaurant in downtown Shanghai. In response, the company has admitted to shortcomings in its training procedures and has pledged to take full responsibility.
Haidilao’s Response and Compensation Plan
Haidilao has acknowledged that no compensation can fully rectify the distress caused to its customers. However, the company has vowed to take responsibility and offer compensation to more than 4,000 affected diners.
Although Haidilao has not disclosed the exact amount it will be spending on compensation, it has assured customers that it will do everything possible to address the situation and rebuild trust.
In its official statement, the company admitted that staff at the restaurant failed to detect the incident promptly, leading to a delay in addressing the issue.
This failure, according to Haidilao, highlights a significant gap in its training and operational procedures. The company has since taken steps to improve staff training and surveillance in order to prevent similar incidents in the future.
Two boys have been detained by Shanghai police for allegedly urinating into a hotpot at an outlet of famous restaurant #Haidilao, police officers announced on Saturday.
— Shanghai Daily (@shanghaidaily) March 8, 2025
In the video, the man also laughed and said that the restaurant, Haidilao, China's hotpot chain, had launched a… pic.twitter.com/WeT0QSliDH
Haidilao has also reported the case to authorities in Jianyang, Sichuan, where the company is headquartered, as well as to local authorities in Shanghai. The police have since detained the two individuals involved in the act, both of whom are 17 years old. Haidilao has further pursued legal action by filing a civil lawsuit against them.
Haidilao’s Global Presence and Reputation
Founded in 1994 in a small town in Sichuan, Haidilao has grown into one of the most recognized Chinese cuisine brands in the world. The company is known for its high-quality hot pot dining experience, which allows customers to cook their own food in a flavorful boiling broth.
Over the years, Haidilao has built a reputation for excellent customer service, innovative dining experiences, and high food safety standards.
Read : Hotpot Restaurant in Sichuan Shut Down for Adding Saliva Oil to Prepare Food
As of June 2023, Haidilao operated 1,360 restaurants across China and more than 1,400 outlets globally. Its international presence spans multiple countries, including Singapore, the United States, Canada, the United Kingdom, and Australia.
The company’s commitment to customer satisfaction has helped it gain a loyal customer base worldwide. However, this recent incident poses a significant challenge to its reputation, and how Haidilao handles the aftermath will be crucial to maintaining public trust.
Despite the setback, Haidilao remains committed to ensuring a safe and enjoyable dining experience for its customers. The company has emphasized its dedication to improving internal procedures, staff training, and restaurant surveillance to prevent any future occurrences of similar incidents.
Impact on Customer Trust and Future Measures
The incident at Shanghai outlet has raised serious concerns about food safety and restaurant security. Many customers have expressed shock and disappointment, questioning how such an act could go undetected in a well-established dining chain known for its rigorous service standards.
As the video of the incident continues to circulate online, it has also sparked discussions on the role of restaurant staff and management in maintaining hygiene and security.
To address these concerns, Haidilao has pledged to strengthen its monitoring systems, introduce stricter staff training programs, and implement better security measures in private dining areas.
The company has reassured customers that it is taking every possible step to prevent such incidents from happening again. Furthermore, Haidilao has promised to be more transparent in its food safety policies and customer engagement efforts to rebuild trust.
This incident serves as a reminder of the importance of maintaining stringent hygiene standards in the food and beverage industry.
While Haidilao has taken swift action in response to the situation, the company must now focus on long-term strategies to restore customer confidence. The way it handles the crisis will likely determine its future in the competitive global restaurant industry.
Despite this controversy, Haidilao’s widespread popularity and strong brand recognition may help it recover from the damage caused by the incident. The restaurant chain’s proactive response, willingness to compensate affected customers, and commitment to improving operational procedures could play a crucial role in maintaining its reputation.
The case of the two young men who allegedly urinated into the broth has now entered legal proceedings, with authorities investigating the full details of the incident. The outcome of this case will likely influence future policies and regulations regarding food safety in restaurants across China and beyond.
In conclusion, Haidilao’s response to this crisis will be closely watched by both customers and industry professionals. As the company works to enhance its food safety measures and restore public trust, it will need to ensure that such incidents never happen again. Only time will tell how this controversy will impact Haidilao’s brand and business operations in the long run.