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Quality of hotel service and consumer protection: A European contract law approach

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  • Bech Serrat, Josep Maria

Abstract

A lack of transparency in the hotel ranking system presents a serious problem for the industry. This is especially the case when it comes to providing information to the consumer and converting quality standards into binding standards. Since quality management is not merely a strategy for commercialisation, the aim of the first part of this research paper is to offer companies recommendations from a contract law perspective. This area of law reveals that a reduction in price can be very useful for facing quality failures. For this reason, the second part of this paper examines the requirements of such a remedy for non-performance and promotes the application of scales for calculating a price reduction.

Suggested Citation

  • Bech Serrat, Josep Maria, 2011. "Quality of hotel service and consumer protection: A European contract law approach," Tourism Management, Elsevier, vol. 32(2), pages 277-287.
    • Handle: RePEc:eee:touman:v:32:y:2011:i:2:p:277-287
    DOI: 10.1016/j.tourman.2010.02.003
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    References listed on IDEAS

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    1. Hans-Bernd Schäfer & Claus Ott, 2022. "The Economic Analysis of Civil Law," Books, Edward Elgar Publishing, number 14501.
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    Cited by:

    1. Núñez-Serrano, Juan A. & Turrión, Jaime & Velázquez, Francisco J., 2014. "Are stars a good indicator of hotel quality? Assymetric information and regulatory heterogeneity in Spain," Tourism Management, Elsevier, vol. 42(C), pages 77-87.
    2. Román, Concepción & Martín, Juan Carlos, 2016. "Hotel attributes: Asymmetries in guest payments and gains – A stated preference approach," Tourism Management, Elsevier, vol. 52(C), pages 488-497.
    3. Alcalde-Giraudo, Alberto & Fernández-Hernández, Ruth & Paradinas-Márquez, Carmen & Sánchez-González, Pilar & García-Muiña, Fernando E., 2021. "Marketing approach to Nordic tourism," Technological Forecasting and Social Change, Elsevier, vol. 163(C).
    4. Bernardo Pereira Bastos, 2023. "Contribution of hotels’ revenue management for supply chain sustainability," Journal of Revenue and Pricing Management, Palgrave Macmillan, vol. 22(4), pages 294-305, August.

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