The norms and standards governing the causing damage to the hotel property

The slogan of trade that the client is always right is in some way inherent in the tourist business, but, on the other hand, the owners of hotels and hotels should take care of their property, which brings them legal profit. How to be?

In order to resolve the issue of property, the norms and standards were prescribed that regulate compensation for losses caused by damage to the property of hotels, or thefts.

Standard for registration of property damage in the hotel and thefts in the hotel

To prevent losses inflicted by damage to property of the hotel, or thefts committed by guests, the hotel employees must act strictly according to the instructions, which, in turn, is developed on the basis of the standards for the design of damage to property and thefts.

Accepting the number of a visiting guest, the hotel employee is obliged:

1. When accepting the number, the maid should inspect his equipment - in the presence of the guest.
2. If during the examination it is detected the loss of something, or damage to property, then the maid must immediately signal this on duty or senior administrator.
3. The administrator, in turn, brings to the person’s knowledge of the identified problem And, after drawing up the relevant act, he suggests the guest to solve the issue peacefully - that is, to compensate for the damage in full.
4. Detecting the loss of something from the room, the hotel employees should tolerantly advise the guest to check the luggage, suddenly the hotel thing accidentally fell into his luggage.

In the event of a force majeure, after leaving the guest, a maid, removing the number, the previous instruction with some additions, namely: namely:

1. Report about detected damage to the property at the hotel, or theft, Administrator - on duty or senior.
2. Together with him, draw up an act of this incident.
3. Register an act in a special magazine and sign under it -  the maid, administrator and representative of the hotel security service.
4. Do everything possible to the damage was compensated -  Find the contacts of a guided guest or organization that populated (sent it) and urgently recommend compensating for damage peacefully.

An example of drawing up an act on compensation for damage to the hotel

Act on compensation for damage to the hotel by the guest

from number 13, who lived from 09/15/2019 to 09/18/2019

Commission members:

The administrator on duty Ivanov I.I.

Maid: Petrova P.P.

Representative of the Security Service: Sidorov S.S.

An inspection was conducted by number 13, in which the guest Sergeyev S.S. lived.

from 09/15/2019 to 09/18/2019

"18" September 2019

On examination, it was found that there was no remote control panel of air conditioning.

The amount of damage caused according to the balance cost is 350 rubles.

The amount of damage was reimbursed by cash from the receipt order No. 35 dated September 18, 2019

This act is compiled in 3 copies:

1. Materially responsible person to write off the subsidiary.
2. Accountant.
3. Guest.

The act is certified by the signatures of members of the commission and the guest.

Responsibility of the guest for the theft or damage of property in the hotel

• Of course, in each case, the degree of responsibility for the illegal actions committed by guests selected separately. The framework established by the hotel of compensation can be variable. After all, it happens that the guest deliberately steals something “as a keepsake”, and sometimes does not even notice that he has broken some mechanism and is ready to pay money for eliminating the malfunction.
• In most civilized countries hotels are insured by their property from damageTherefore, broken electrical appliances or furniture is covered with insurance payments and will not require money from guests for this. But, if a person is strongly pierced in the room, then decent network hotels will bring him to their “black list” and will no longer settle to themselves - under any pretext. Therefore, not only hotels, but also guests themselves should take care of their reputation.

• If the hotel did not insure yourself with harm or damage of property to the hotel, applied by third parties (read - guests), then it is from them that will require compensation. In especially difficult cases, with the involvement of law enforcement officers.

Security Service - guarding interests from damage to the hotel property

• Each decent hotel has its own security service, in the duties of which, in addition to protecting guests, it includes protection from the theft and damage to the property of the hotel.
• As a rule, most often guests commit small thefts - As a souvenir about the trip. If the guest takes with him something small and inexpensive (for example, an ashtray with the symbols of the hotel), then, most likely, local securities will close their eyes. But if they fired something more adversely (for example, bathrobes), then the name of such a thieves will be brought to the base of unreliable guests and will not settle down anymore, away from sin.

• Separately, it is worth mentioning About large thefts - For example, an expensive TV. In this case, the security service after discussing the problem with the hotel management most often turns to law enforcement officers for help.
• Higher aerobatics for the hotel security service - not an investigation of the facts of damage or theft of hotel property, but the prevention of such acts.

Norms and standards for causing damage to the hotel: compensation in Russia and abroad

Of course, one cannot unequivocally say that the theft and damage of hotel property occurs only in Russia, and in the decent abroad, they have long got rid of this shameful phenomenon. By no means! Such offenses occur all the time, only now they fight them in different countries in different ways.

Classify the degree of damage to the hotel around the world approximately the same:

1. Nonal - This is when the losses incurred by the hotel are small. For example, an accidentally broken glass, a stolen fork and the like.
2. Significant - It can also be random either deliberate, and at the same time “adders” to a larger amount. For example, a broken chair or a crane in the bathroom, a broken window and so on.
3. The most heavy - It differs its scale and includes both the theft of valuable property (electrical appliances, furniture items, and so on), and catastrophic phenomena in the form of fires, floods and the like.

And if with the classification it is more and more or min, then the size and path of recovery of damage from guests differs in each hotel, which is prescribed in the internal regulations of the institution.

• Russian legislation, caring about the interests of the hotel business, developed and approved a special form No. 9-g, which is described above act on the damage of hotel property. Definitely, the constant undertakes to compensate for the loss that the institution has incurred due to its fault - up to the involvement of law enforcement agencies, if both sides could not come to consensus.
• But abroad, each country regulates this process in different ways. Keep in mind that not too conscientious hotels sometimes try to present A lawsuit for non -existent damage, or impose someone else's guilt to the guest.
• If you do not agree with the claims put forward by the hotel administration, in no case do not sign any papers and offer a meeting in court. As a rule, an unpleasant incident will end on this, because the hotel owners will have to prove their rightness with the help testimonies and photos or video materials, And they are not so easy to get. And their presence, as legal practice shows, it is not the key to victory in court.

In any case, in the hotel, whatever the country you rest, if you freely or involuntarily damage the institution, it is better to find a way out of the situation amicably, without the participation of law enforcement officers. So you will save your nerves, and you will have to spend not so much money.

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