How to properly handle complaints hotel rates issue

Network Case playback Hotel Supplies: hotel patrons who are staying in a hotel at 3 am. Check out 20 points that night, the hotel to charge the two-day stay. The customer does not agree. In his view, the hotel room standard room price 275 yuan / day. 24 hours a day. Lived 17 hours, but the money collected for 48 hours, so obviously unreasonable. 

 Case Study: I think that complaints like this, when in hotels across the country have staged. By the hotel industry practice, most of the hotel provides 5 am the next day after the admission be considered, so a customer point of living if l am to l2 point even if one day the same day, with hotel general rule: more than point out until l2 l8 charge half the price point, more than l8 point of the sky garden.

 Customers and consumer associations to the hotel this billing of "practice" as "King terms" that the hotel, the hotel "practice" unfair practices on consumers, tourists stay a day is 24 hours In the absence of special agreement "dissatisfaction valuation day by day", consumers are not 24-hour stay, the hotel should not be under 24-hour pricing, the hotel's practice has been violated, "Consumer Protection Act."

 Hotel side that "China Tourism Hotel Industry Guidelines" states: Hotel room rates to room / night for the unit (except for part-time room). By guest live a / night room rate be collected one day; the next day after 12 o'clock, l8 hours before check out those hotels can charge additional half-day room rate; after 18 o'clock the next day who check out the hotel can subject to one night room charge. Since the 9O's domestic hotel industry and, after international standards. Have been guided by this international practice, generally live in the visitors registration forms were made to explain this, people should be understood as customers staying in a hotel, is deemed to have accepted the terms of the contract.

 I thought the point of view, since the position of the different stations. Their existence is justified. But simply as "King terms" or simply live for customers to understand means "contract", "force" or biased.

 As a hotel manager in dealing with similar issues should be considered the following aspects:

 (1) "China Tourism Hotel Industry Standards" in the room rate are subject to the terms, the use of the hotel "may" language flexibility, so the total units in the process of living when, late at night or early morning in the guests into the store This provision must be informed in advance, obtain consent before the guests check in open room procedures.

 (2) this case, the angle required from the hotel received a two-day room rate is a grain of truth. Room main function is to give guests a break in the environment, so guests in the morning until noon, taking up room in the main sleep period, according to industry practice to be received one day charge. And their 20 points check out, the hotel room attendants to make arrangements for night shift but very few things are a lot of customer service, the room may be because they can not become a VC room, resulting in the day could not sell, bring economic benefits to the loss of the hotel. Hotel managers should patiently explain to the guests to do the work for understanding and recognition were the guests.

 (3) However, if the guest refuses to pay the price two days, we can not blindly believe that guests vexatious, should recognize the rationality of their views, in their own areas of competence, where appropriate, guests can request to rent the appropriate relief, to become more humanized services to win more customers.