Chapter 10:Guests Flashcards
Right to be Received
lodging is a human necessity
Refusing to Receive
more than minimally impaired carry a contagious disease well know for failing to pay well know for causing damages or disturbances likely to engage in illegal activity
Right to Be Entertained
guest has the right to courteous respectful treatment
intentional infliction of emotional harm upon a guest may result in an award of damages against the innkeeper
emotionally sensitive guests jave rights to protection under the thin skull doctrine and under the tort of intentional infliction of emotional harm
Right to Have Luggage Admitted
guests bags and luggage for PERSONAL use must be admitted into the hotel
work related items are not regarded as items for personal use
Right to Full Disclosure of all Charges
guest should be provided w the room rates and cost of extra in advance
NO HIDDEN CHARGES (such as surchanges)
Right to Information Required by Statute
all provinces have posting requirements to liability limitations and property protection (should be in rooms and sometimes in offices and public rooms as well)
Right to Privacy and Exclusive Use of the Room
hotel may enter the room of a registered guest ONLY:
w permission in an emergency for house keeping purposes conduct maintenance assist the guest moving to another room evict the guest for non payment
Right to Proper Handling of Mail, Messages and Packages
innkeeper has an obligation to notify the guest promptly if the guest has any messages
same for mail or packages (PROMPTLY)
Right to Telephone Service
Should have a phone available.
allowed to charge
be wary if charges are too high and guests use outside payphones
Right to Security of Property 3
Under Common Law:
title to lost property may go to the finder if the owner does not claim it
title to abandoned property goes to the first claimant
title to mislaid property always stays with the guest
provincial/territorial statues may limit the liability of the innkeeper for a guests lost personal property (often posted in guest rooms w room rates)
Right to Security of Persons 3
Guest has the right to protection from the dangerous conduct of:
other guest
outsiders in the hotel
staff
Right to Assistance in the Event of Illness, Injury or Death
everyone has a duty to inform a coroner or a police officer of a death. failure to do so is a federal offense
Right to Freedom from False Detention
Don’t make false accusations, that will lead to false arrests.
