MODULE 4: Contract between Hotel & Guest

Question 1

List 3 ways in which a booking contract might come into being

Answer 1

Telephone
Email/Online (via confirmation letter)
Walk-in

Question 2

What are the terms a hotel contract will relate to?

Answer 2

Payment and confirmation

Cancellation by either client or hotel

Alteration to contract terms by the hotel

Liability of hotel for guests property

Liability of hotel or unforeseen circum-stances

Question 3

What are three ways a booking contract canbe terminated?
Give a short description

Answer 3

1. Performance – When terms of both sides have been performed
2. Frustration – When something hap-pens that is out of the control of both parties (like force majeure, electrical failure, severe illness)
3. Breach – When one of the parties fails to meet their obligations

Question 4

What information should be included in a notice that displays prices?

Answer 4

1. The price of a single room
2. The price of a double room
3. Price of any other type of room
4. VAT must be shown separately
5. Whether meals are included or not

Note, prices must include service charges
See Ex. On Pg. 121

Question 5

Registration of guests according to the Aliens Control Act

Answer 5

1. Name
2. Nationality
3. Passport details
4. Date of intended departure
5. Next destination

Question 6

In order to maintain full occupancy, a hotel might overbook to compensate for any no-shows. What is the formula they use?

If a guest arrives and their room is booked, what happens?

Answer 6

(Non-arrivals + cancellations+ Early departures)
/
Rooms reserved

It is the hotels responsibility to find alternate accommodation for them. A guest can take civil action against the hotel for breach of contract

Question 7

What are the Rights of the proprieter, hotelier, or innkeeper?
OR
What is the common law duty of any innkeeper?

Answer 7

To provide reasonable refreshments with what they have available

To provide accommodation at the hotel without prior contract (if the hotel isnt full)

To deal safely with guest property

To ensure the safety of guest transport

Question 8

When can a hotel refuse service?

Answer 8

If the hotel is full

If the traveller cant pay the deposit

If the guest is not In a fit state (against the dress code, intoxicated, bad records)

The traveller can not pay for the services

Question 9

What does a Lien of Guest Property Involve? (define it)

Answer 9

A hotel can withhold a guest’s luggage
from them if they try to leave without paying, don’t wish to pay, or even if there is suspicion that that cannot pay.

Question 10

What are some Conditions of using a lien?

Answer 10

It must be exercised with caution

The clothes on the guests or the guest themselves may not be detained

Property on the premises may only be withheld

Items that belong to the guest may only be detained

Only sufficient property to sustain the debt may be detained

Property of the guest can’t be sold until judgement is complete

Question 11

What are 3 ways a hotel can limit their liability?

Answer 11

Indemnities
Signature on the hotel register
Notices in bedrooms

Question 12

A hotelier is not liable for losses due to certain events… What are they? (6)

Answer 12

• Force Majeure
• Fire (not caused by negligence)
• Armed Robbery (not ordinary theft)
• Guest misconduct or negligence
• Fraudulent claims by guest
• Actions of state enemies

Question 13

TRUE OR FALSE Is it a criminal offence not to pay for services rendered before departure?

Answer 13

TRUE

Question 14

If a receptionist believes a guest to be unable to pay, what are they allowed to do?

Answer 14

• Refuse Accommodation
• Advise the hotelier
• Detain the guest’s luggage
• Exercise lien
• Call the popo