The guest fell down in the hotel and was not hurt. What does he want from the hotel?

1. It is really difficult for the service industry to deal with such a problem. First, it is a general principle to ask the guests if they have any physical abnormalities. If they are uncomfortable, they can go to the hospital for relevant examinations first. Then, it is necessary to restore the objective facts through the surveillance video and the guest's description, confirm the fault proportion that the hotel and the guest should bear for the damage consequences, pay attention to word of mouth, and want to deal with such incidents in a low-key manner, but there is no bottom line. If the guest is not injured by a slight fall, or if the guest intentionally or has a major fault in the fall, it is suggested to make a slight and appropriate concession to such problems, that is, to waive the room rate for the same day. If the guest speaks, there must be no bottom line. With the consent of the superior leader, if it is really necessary to confirm that there is no fault or major fault in the hotel, the guest can be informed to go through judicial procedures.

2. If the victim is also at fault for the occurrence of the damage, the infringer may request to reduce the liability for compensation.

The judicial basis is the General Principles of Civil Law of People's Republic of China (PRC) and Article 13 1 of General Principles of Civil Law of People's Republic of China (PRC).