2) Guests will be able to demand a discount from the hotel to compensate for the poor quality of service, and this discount is to be honored during the stay and not later than 10 days from the date of the request.
3) If the problem has not been resolved, guests have the right to leave the hotel (aka switch properties) and can expect to recover any losses incurred in doing so.
4) If a guest leaves, the hotel will be responsible for any property left behind. Hotels must keep forgotten items for up to six months and notify the guest at its own expense.
5) If all else fails and the problem has not been resolved, guests can file an official complaint to the government and the property would be fined for the low level of service provided.
All we have to say is... Wow! This is without question a slam dunk for customers, but as you might imagine, the hotel owners and business communities aren't as thrilled. Some feel like these across-the-board standards are unnecessary because any reputable/popular property is already placing an importance on customer service and problem solving. A law that dictated problem-solving behavior would be stripping well-run hotels of their competitive advantage over poorly-managed properties, critics say.
Experts also argue that it should be up to the property to decide how they handle situations that come up. The thought is that in the current self-policing industry, those who satisfy their customers are rewarded with more business.
As of now, there hasn't been much discussion about why the government is stepping in or whether the law will be of service to foreign visitors when it passes. Personally, we are extremely interested to see how this all plays out. Could it catch on elsewhere?
The common belief is that there is no way this type of legislation would catch on in Europe or the States -- it's too slippery a slope and the governments just wouldn't go there. But we can't help but wonder what the industry would look like if this was passed in a number of countries. We understand how it would be a problem for the properties, but we're having a hard time coming up with a reason why this wouldn't be beneficial to consumers. You could say goodbye to indifferent problem-solving on the hotel's part, for sure.