A Hong Kong family has accused the Club Med Kiroro Grand resort in Hokkaido of mishandling a suspected norovirus outbreak that led to their entire family falling ill during their stay in early March. The family's 5-year-old daughter reportedly suffered severe symptoms, including convulsions and near-fatal choking, before being hospitalized and diagnosed with norovirus.

The family shared their experience on the social media platform Threads, stating that they had been returning guests at the resort for two consecutive years. Upon arriving on March 4, they noticed unusual activity, such as crowds packing food to-go in the restaurant. However, staff were not wearing masks, and there were no apparent sanitation measures in place, leaving the family unaware of the virus outbreak.

On the evening of March 5, the resort announced via broadcast that over 100 people had experienced gastroenteritis symptoms. The family enquired about the situation and were assured by the receptionist that the food was safe and secure, so they went to the restaurant as usual.

By the early hours of March 6, the family's 5-year-old daughter and other members staying in three separate rooms began to suffer from severe vomiting and diarrhea. When they inquired about the outbreak and available medical assistance, staff merely recommended electrolyte replenishment and offered help with arranging hospital visits if necessary.

The family noted that they were bedridden throughout the day due to persistent illness. By the evening, they ventured to the restaurant to find it nearly empty, with staff finally wearing masks and serving food in portions. However, there were reportedly no warnings issued to newly arriving guests about the potential risks.

On March 8, the day of their checkout, the family's 5-year-old daughter suddenly became unresponsive while eating rice porridge in their room. Her body stiffened, her face turned purple, and she lost consciousness.

After performing the Heimlich maneuver, the family managed to partially clear her airway, but she remained limp. They rushed to seek help at the lobby, and after nearly 40 minutes of unconsciousness, the child gradually regained her breath but suffered short-term memory loss.

The resort eventually sent a bilingual supervisor to accompany the family to the hospital and promised to cover medical expenses. Hospital tests confirmed the child had contracted norovirus. Following treatment, the family safely returned home.

The family criticized the resort for its lack of emergency medical equipment, stating that only an oxygen tank was available, while they had to rely on their own thermometer and pulse oximeter.

Furthermore, they accused the resort of neglecting proper crisis management and public health protocols, claiming staff ignored infected guests until the incident gained media attention. Only then did the resort reportedly begin implementing stricter hygiene measures, such as hand sanitization and portioned food service in the restaurant.

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