"Does a Natural Disaster Require the Pension to Collapse?" Refund Dispute Erupts in Flood-Stricken Geoje

Extreme Rainfall Triggers Landslides and Flooded Roads
Travelers Say "Routes to the Accommodation Must Be Safe"
Operators Argue "Not All Areas Are Affected"
Refund Policies for Natural Disasters Depend on Individual Circumstances

There are growing claims of disputes between some pension operators and customers in Geoje, South Gyeongsang Province, over accommodation reservation cancellations following record-breaking torrential rain. Accommodation providers insist their facilities suffered no direct damage, while travelers argue that safety during transit to and from the destination also needs to be considered.

On the afternoon of the 17th, a lane in Okpo-dong, Geoje-si, Gyeongnam, is flooding. Photo by Yonhap News

On August 17, posts circulated on social media and other online platforms from customers who booked pensions in the Geoje region and tried to cancel due to the heavy rain, but were refused refunds or asked to pay cancellation fees. These accounts spread through multiple online posts and news reports. The weather in Geoje at that time was severe. At one point during the early morning of the same day, extreme rain of up to 116.8mm per hour was recorded in Geoje, with two-day cumulative rainfall totaling 809.8mm.

The rain continued, and by the morning of August 18, Geoje received well over 900mm of rainfall. Actual damages followed. In Okpo-dong, Geoje, a landslide struck an apartment complex, leaving one person dead and two injured; elsewhere, there were widespread reports of flooded roads and homes, soil runoff, and stranded vehicles. The National Fire Agency declared an emergency mobilization order for firefighters in Geoje and Tongyeong, dispatching rescue and restoration crews. During the downpour, Geoje City issued emergency notices announcing that it was difficult to operate city and intercity buses due to flooding at main roads and the bus terminal. Some residents were also instructed to refrain from going out and to evacuate, as rivers threatened to overflow, reservoirs spilled over, and more landslides were possible.

"Our pension is fine"... Travelers ask, "But what about the road there?"

Amidst this, one traveler scheduled to visit Geoje on August 18 claimed that after confirming the local flood damage, they requested to cancel their reservation, but were told by the accommodation, "Not all of Geoje is flooded," and "the pension is fine." The customer stated that the pension operator explained that, despite images circulating on social media, the conditions around their facility were different and that access roads and the Geoga Bridge were usable. However, the traveler countered, asking, "Does it only count as a natural disaster if the pension collapses?" They argued that even if there is no direct damage to the accommodation, travel is not feasible if roads to the facility are flooded or at risk of landslides or falling rocks.

On the morning of the 17th, a landslide occurred near a residential area in Okpo-dong, Geoje City, Gyeongnam Province, damaging vehicles. Photo by Yonhap News Agency

Other travelers scheduled to visit the Hakdong area of Geoje on August 19 expressed similar concerns. Some reported that pension operators assured them the local situation was not as serious as media reports suggested and that transportation would not be a major issue. Others, however, said that when they tried to cancel, citing that their reservation was made through a booking platform, they were told a cancellation fee would apply. It should be noted, however, that these claims currently only reflect customers’ assertions, and the specific contract terms as well as the responses of individual accommodation providers have not been fully verified.

Online, many sided with the customers. Users commented, "Canceling because of a disaster is different from canceling on a whim," "There’s a difference between the accommodation itself being safe and being able to travel there safely," and "Who is responsible if an accident occurs?" Many argued that, in major natural disasters, accommodation operators should consider the status of access roads and local transportation, rather than leaving all travel responsibility to the customer. However, a few noted that the positions of pension operators, who must absorb the burden of refunds and cancellation fees, also deserve consideration.

Some roads reopened on the 18th, but many areas remained restricted

It is worth noting that the situation differed between immediately after the torrential rain and after recovery efforts began. On the morning of August 18, once all heavy rain warnings were lifted, Geoje City announced that all city and intercity bus routes had returned to normal operation, except for some underpasses and restricted sections. This could serve as some basis for accommodation providers to claim that not all travel in the area was impossible.

On the afternoon of the 17th, the roads and major intersections in Okpo-dong, Geoje City, South Gyeongsang Province were completely covered with muddy water. Photo by Yonhap News Agency

However, as of 7:00 a.m. on the same day, 11 roads in South Gyeongsang Province remained under restriction, with six of those within the jurisdiction of the Geoje Police Station—including the Gohyeon-dong Bus Terminal to the National Federation of Fisheries Cooperatives stretch and the Jangseungpo coastal road. Due to the weakened ground from record rainfall, Geoje City and the provincial government continued to warn of the risk of additional landslides and soil runoff, and strengthened safety management. As a result of the torrential rain, 274 households (498 people) in Geoje and Tongyeong were temporarily evacuated. As of 6:30 a.m. on August 18, 245 people, including 217 Geoje residents, were still living in temporary shelters.

Is full refund guaranteed in all heavy rains? Whether "travel is impossible" is the key issue

So, does a record-breaking downpour guarantee a full refund of accommodation costs? According to the current consumer dispute mediation standards of the Korea Consumer Agency, if a consumer is unable to travel to or use accommodation facilities on the day of the stay due to climate change or a natural disaster, there is a guideline for refunding the deposit. Whether available transportation has been disrupted is also a factor in this assessment.

On the morning of the 17th, in an apartment located in Okpo-dong, Geoje-si, Gyeongnam Province, soil that flowed down due to a landslide pushed into the interior of the building, damaging furniture and facilities. Photo by Yonhap News Agency

However, just because "it rained heavily" or "travel feels unsafe" does not mean that all reservations are automatically covered by a full refund policy. In practice, disputes may arise depending on whether entry to the area and use of the facility are possible on the date of the stay, whether there were official transportation restrictions, and what the cancellation and refund terms of booking platforms or individual accommodation operators state.

It is also important to note that the consumer dispute mediation standards are intended as guidelines or recommendations to help resolve conflicts between consumers and business operators. In case of a dispute, it is advisable for customers to keep their reservation details, record when they requested the cancellation, and secure evidence such as official weather alerts, disaster text messages, road closure information, and communications with the accommodation provider, then seek counseling through consumer help centers.

This content was produced with the assistance of AI translation services.