Used Toothpick Found at Atour Hotel Triggers Hygiene Crisis and Consumer Backlash in China

While dining on August 12, Ms Fang took a toothpick from a dispenser on the table. The small wooden stick was packaged in a sealed wrapper that, under normal conditions, contains two toothpicks. When she withdrew the first one, she noticed the wrapper was torn and only a single stick lay inside, a sign that the item might have already been used. The realization that a disposable item intended for a new guest could have been previously mouthed prompted her to lodge an immediate complaint with the staff.

Ms Fang’s concerns quickly escalated beyond the hotel’s front desk. She called the consumer‑rights hotlines 12315 and 12345 later that morning, warning that the incident could pose a public‑health risk. Local authorities acknowledged the report and said the matter would require several working days to process. Police officers arrived at the property shortly thereafter, only to conclude that the case fell outside their jurisdiction.

The hotel’s first response was to assert that its surveillance footage showed no guest had taken a toothpick from the dispenser. Minutes later the narrative shifted: staff suggested a child might have taken a stick the night before and returned it, leaving the damaged wrapper behind. When Ms Fang asked to see the video, the hotel declined, further inflaming her frustration.

Concerned about possible infection, Ms Fang visited the First Affiliated Hospital of Guangxi Medical University that afternoon. Physicians ordered blood tests for hepatitis B, syphilis and other transmissible diseases. The results, which arrived on August 13, were normal, but doctors cautioned that follow‑up testing would be needed because the exposure had occurred only a short time earlier.

In the days that followed, Atour Hotel acknowledged lapses in its handling of disposable items, admitting that housekeeping staff merely cleared table trash during busy periods and did not inspect the toothpick dispensers. The hotel offered to pay for Ms Fang’s medical examinations and presented a pillow as a token of compensation, but stopped short of meeting her demands for lost wages and damages for emotional distress, saying the matter needed further discussion with senior management.

The incident has since been amplified on Chinese social media, especially Weibo, where users have flooded the platform with the hashtags #AtourHotelUsedToothpick# and #AtourHotelResponse#. Commentators expressed shock at the prospect of sharing an “in‑mouth” item, recalling previous hotel scandals involving contaminated pillowcases and linen. Many questioned whether a large franchise network—Atour reports more than 95 percent of its locations operate under franchise agreements—can reliably enforce consistent quality control across its properties. The brand’s own statement linked the problem to a “serious work error” by a third‑party laundry supplier, noting that the contract with that provider has now been terminated.

While the police have confirmed their involvement and the 12345 consumer hotline has escalated the case to the appropriate departments, a final resolution from the hotel group remains pending. The situation underscores a broader regulatory and consumer‑protection challenge: as travelers become increasingly vigilant, any breach—however small—can quickly erode trust and damage a brand’s reputation. Industry observers warn that hotels may face tighter inspections and stricter enforcement of health‑safety standards, especially when incidents involving potential disease transmission attract public attention.

For Ms Fang, the experience has been a stark reminder of the fragility of consumer confidence. For Atour, it is a cautionary episode that could prompt a reassessment of operational protocols, supplier oversight and crisis communication. And for the traveling public, it reinforces a growing expectation that even the most mundane amenities—like a single‑use toothpick—must meet rigorous hygiene standards. The “used toothpick” saga may seem minor in the grand scheme of hospitality, but it has already sparked a wider conversation about safety, accountability and the responsibility of hotel chains to safeguard the well‑being of every guest who walks through their doors.