Tourist site staff criticized over rainstorm stand-off

Staff members at a tourist site in Guiyang, Guizhou province, have been criticized by the site's authorities after they refused to allow visitors who wanted to take shelter from heavy rain when the site was shutting its doors.

"We reprimanded the staff involved and promise to improve the emergency response mechanism and enhance the quality of our service," said a statement released on Sunday by the management office of Jiaxiu Pavilion scenic area.

The incident went viral on social media, with a video showing a group of tourists gathering in front of the entrance while it rained heavily outside.

One visitor questioned a staff member who was preparing to close the gate, asking, "Where are you going to send people in this heavy rain? What about the visitors?"

The staff member replied, "We're going off duty. How do I know what to do about the visitors?"

After investigation, the management office confirmed that the staff had stopped visitors from seeking sheltering in the venue, saying they were getting off work. But they also said the number of visitors inside the venue had reached its maximum capacity and as the ancient building has limited space, it was unable to accommodate more people.

The venue closed after all the visitors left, when the rain stopped at around 7 pm.

Management acknowledged the incident occurred due to a lack of service awareness and the staff's rigid attitude, which caused conflict with the visitors and gave them a negative experience.

The staff involved have been seriously criticized and educated. The scenic area management team will take the opportunity to enhance the awareness and capabilities of staff at cultural heritage sites, and to improve the emergency response mechanism for such situations, the statement said.

Jiaxiu Pavilion is a three-storey structure standing over the Nanming river, in the center of Guiyang. The landmark site was first built in 1598 during the Ming Dynasty (1368-1644) and has been reconstructed several times since.