Haidilao, the renowned hotpot chain hailing from China, has issued a public apology following an unsettling incident at one of its Shanghai locations. Reports emerged that two patrons engaged in inappropriate behavior, urinating in a pot of broth. In response, Haidilao has committed to replacing all hotpot equipment and dining utensils while thoroughly disinfecting all other tableware. The company has also announced compensation plans for approximately 4,000 affected diners.
This unfortunate incident occurred back in February but went unnoticed at the time until videos depicting the event circulated on social media. The restaurant chain only identified the specific outlet after extensive investigation due to the presence of multiple restaurants in the Shanghai area.
On March 13, 2025, BBC News reported Haidilao’s statement reflecting on the incident, stating:
“We fully understand that the distress caused to our customers by this incident cannot be fully compensated by any means… We are willing to do our utmost to take responsibility.”
According to statements provided to AFP, refunds will be issued for all orders placed between February 24 and March 8, along with an additional cash payment equating to ten times the refund amount.
Legal Actions and Detentions Following Viral Footage
In a related update from CNN on the same day, law enforcement in Shanghai took action by detaining two teenagers, both aged 17, after the controversial video gained traction online. The footage, which showcased one individual urinating into the hotpot, intentionally omitted their identity by focusing on their legs.
AFP’s reports confirm that the detainees face civil lawsuits since filings commenced on March 10, 2025. While specific charges are still pending clarification from authorities, both individuals are currently under administrative detention.
Additionally, CBS News noted Haidilao’s acknowledgment of the issue through a social media post, which has since been removed. The company disclosed its intentions to pursue legal action against the offending diners, stating:
“As management had never made contingency plans or given training for dealing with this type of incident, staff at our branch were unable to detect any abnormalities at the scene or uphold the safety of the dining environment.”
In Haidilao restaurants, customers are enabled to prepare their meals using designated hotpot equipment, ensuring that the same broth is not reused for other diners after initial use.
Watch the incident summary here
Founded in 1994 and owned by the notable restaurateur Zhang Yong, Haidilao operates internationally, with locations across the United States, Canada, the Philippines, Thailand, Vietnam, Singapore, and more. The incident has sparked conversations about health and safety protocols in the restaurant industry and the necessity for contingency planning in such establishments.