The main contents of China tourist hotel industry norms

(China Tourist Hotel Association revised in August 2009)

Chapter I General Provisions

Article 1 In order to advocate the implementation of the principle of good faith, protect the legitimate rights and interests of guests and tourist hotels, maintain the normal order of operation and management of tourist hotels, and promote the healthy development of tourist hotels in China, China Tourist Hotel Association has formulated the "China Tourist Hotel Industry Code" (hereinafter referred to as the "Code") in accordance with relevant national laws and regulations.

Article 2 Tourist hotels include hotels of various economic nature established in China, including hotels, hotels and resorts (hereinafter referred to as hotels).

Article 3 Hotels shall abide by the relevant laws, regulations and rules of the state, observe social morality, operate in good faith, and safeguard the reputation of the tourist hotel industry in China. Chapter II Reservation, Registration and Check-in

Article 4 The hotel shall perform the accommodation contract with the guests. If the hotel cannot perform the accommodation contract between the two parties due to force majeure, either party shall notify the other party in time. Unless otherwise agreed by both parties, it shall be handled as agreed.

Article 5 If the hotel is overbooked and the reserved guests cannot stay, the hotel should take the initiative to arrange for the guests to stay in local hotels of the same grade or higher, and the related expenses incurred shall be borne by the hotel.

Article 6 The hotel shall sign housing contracts with teams, conferences and long-term guests. The contents of the contract should include check-in and check-out time, room grade and price, food and beverage price, payment method, liability for breach of contract, etc.

Article 7 When a hotel handles the check-in formalities for its guests, it shall, in accordance with the relevant provisions of the state, require the guests to produce valid certificates and register them truthfully.

Article 8 A hotel may refuse reception under the following circumstances:

(1) Those who enter the store with items that endanger the hotel's safety;

(2) engaging in illegal activities;

(three) those who affect the image of the hotel (such as those who carry animals);

(4) Being unable to pay or having a record of evading foreign exchange;

(5) The hotel is full;

(6) Other circumstances stipulated by laws and regulations.

Chapter III Hotel Charges

Article 9 The hotel should put the room rate table in a prominent position at the front desk for guests' reference. If the hotel offers discounts to its guests, a written agreement should be signed.

Article 10 The hotel shall clearly indicate the settlement method of room price and accommodation time in a prominent position in the lobby, or confirm that the above information has been informed to the guests in an appropriate way.

Article 11 According to the national regulations, if a hotel charges service fees for rooms, catering, laundry, telephone and other services, it shall clearly mark the price on the room rate table or related service price list.

Chapter IV Protection of Personal and Property Safety of Guests

Article 12 In order to protect the personal and property safety of guests, anti-theft chains, door mirrors and emergency evacuation maps should be installed at the entrance of hotel rooms, and effective anti-skid measures should be taken in the bathroom. Service guide, accommodation guide and fire prevention guide should be placed in the guest room. Conditional hotels should install electronic door locks for guest rooms and security monitoring systems for public areas.

Thirteenth hotels should ensure the integrity and safety of facilities and equipment in fitness and entertainment venues.

Fourteenth hotels should take protective and warning measures for places that may damage the personal and property safety of guests. Warning signs should be compared in Chinese and foreign languages.

Fifteenth hotels should take measures to prevent the loss or damage of property placed in rooms. If the guest's property is lost or damaged due to the hotel, the hotel shall bear the responsibility.

Article 16 Hotels should protect the privacy of their guests. Hotel employees are not allowed to enter the guest room without the guest's permission, except for routine cleaning, facility maintenance or fire and other emergencies.

Chapter V Keeping Guests' Valuables

Article 17 A hotel should set up a double-lock safe in the lobby for storing guests' valuables. The location of the safe for valuables should be safe, convenient and hidden, which can protect the privacy of guests. Hotels should provide free storage service for hotel guests' valuables within the prescribed time limit.

Article 18 A hotel shall make written provisions on the valuables storage service of hotel guests, and give a prompt when checking in. In violation of the provisions of article seventeenth and this article, the hotel shall be liable for compensation for the loss of valuables of the guests.

Article 19 When a guest deposits valuables, the hotel shall require the guest to fill in the valuables storage form and go through the relevant formalities.

Article 20 The safes set in hotel rooms are only used for hotel guests to store general items. The valuables of the guests in the guest room are lost or damaged because they are not stored in the valuables safe in the hotel lobby according to the regulations. If the responsibility lies with the hotel, they can be regarded as ordinary items for compensation.

Article 21 If there is no prior agreement, after the guest checks out and leaves the hotel, the hotel can take out the valuables left by the guest in the safe and handle them according to the relevant regulations. The hotel should clearly state this rule on the guest's valuables storage list.

Article 22 If a guest loses the key to the hotel's valuables safe, the hotel may require the guest to bear the cost of keeping the safe in addition to paying the key fee.

Chapter VI Keeping the General Articles of Guests

Article 23 When keeping the luggage left by the guests in the luggage storage room in the front hall, the hotel shall check whether the package is intact and safe, ask whether there are any prohibited items, and issue luggage storage labels to the guests after face-to-face confirmation by both parties.

Twenty-fourth guests in restaurants, entertainment venues, lobby luggage storage and other places, the hotel should ask the guests face to face whether there are valuables in the items stored. If there are valuables in the checked items, they should report to the hotel, and the hotel staff will hand them over to the hotel valuables storage office for free storage after acceptance; If the guest fails to declare in advance or agree to verify, resulting in the loss or damage of the goods, if the responsibility lies with the hotel, the hotel will compensate according to the general goods; If the guest does not ask for special storage measures for the checked items, and the items are damaged or lost due to the guest's own reasons, the hotel will not be liable for compensation; If the hotel suffers losses due to the guest's failure to explain the stored items in advance, the hotel may require the guest to bear the corresponding liability for compensation, unless the hotel knows or should know and fails to take remedial measures.

Chapter VII Laundry Service

Article 25 When guests send laundry, the hotel should require guests to indicate the types and requirements of washing on the laundry list, and check whether the clothes are damaged. If the guests have special requirements or the hotel staff find that the clothes are damaged, both parties should confirm them in advance and indicate them on the laundry list. If the guest doesn't put forward special requirements in advance, the hotel will wash clothes according to the routine, and the hotel will not be liable for compensation for the damage to the clothes. The hotel cannot prove that the clothes were damaged before washing, and the hotel should bear the corresponding responsibilities.

Article 26 The hotel should indicate on the laundry list that guests are required to take out their clothes. The hotel is not responsible for the loss of guests' clothes after washing.

Chapter VIII Parking Lot Management

Twenty-seventh hotels should protect the safety of hotel guests in the parking lot. If the vehicle is lost or damaged due to improper storage, the hotel shall bear corresponding responsibilities, unless the vehicle is lost or damaged due to the guest's own reasons. If both parties are at fault, they shall bear their respective responsibilities.

Twenty-eighth hotels should remind guests to take good care of the items placed in the car. The hotel is not responsible for the loss of items left in the car.

Chapter IX Others

Article 29 If a hotel refuses to allow guests to bring their own drinks and food into restaurants, bars, dance halls and other places to enjoy, it shall set up a notice of refusal in a prominent position in the business premises, or confirm that the above information has been informed to the guests in an appropriate way.

Thirtieth hotels have the obligation to remind guests to abide by the relevant regulations of the state in the guest room, and not to stay or transfer the guest room to others for use or change the use without authorization. If the hotel loses due to violation of regulations, the hotel may require the guests staying in the room to bear the corresponding compensation liability.

Article 31 A hotel may give a verbal prompt or a written notice to its guests, and may not modify or decorate its guest rooms by itself. If the renovation or decoration without the hotel's consent causes losses, the hotel may require the guests to bear the corresponding liability for compensation.

Thirty-second hotels have the obligation to remind guests to take good care of hotel property. If the damage is caused by the guest, the hotel can ask the guest to bear the liability for compensation. Due to the guest's reasons, when the hotel is repairing the damaged facilities and equipment, it may require the guest to bear the responsibility for the business losses caused by not renting out the room and opening the place.

Thirty-third guests who drink too much should be dissuaded by the hotel in time to prevent them from getting drunk. If a drunken guest causes losses to the hotel, the hotel may require the perpetrator to bear the corresponding liability for compensation.

Article 34 If a guest leaves his articles in the guest room after checking out, the hotel shall try to get in touch with the guest, return or return them to the guest, or keep them for the guest, and the expenses incurred shall be borne by the guest. If it is still unclaimed after three months, the hotel can register and handle it according to the items found.

Article 35 A hotel shall provide products and services suitable for the hotel's grade. If the products and services provided by the hotel are defective, the hotel should take timely measures to improve them. If losses are caused to the guests, the hotel should apologize to the guests or give corresponding compensation according to the degree of losses.

Chapter 10 Handling

Thirty-sixth China Tourism Hotel Association member hotels in violation of this specification, resulting in adverse consequences and impacts, in addition to handling in accordance with relevant regulations, China Tourism Hotel Association will give member hotels internal informed criticism.

Article 37 If the member hotels of China Tourist Hotel Association violate this Code, causing great personal injury to the guests, or causing serious property losses to the guests, and the circumstances are serious, in addition to compensation according to regulations, China Tourist Hotel Association will publicly criticize the member hotels.

Article 38 If a member hotel of China Tourist Hotel Association violates this Code, resulting in serious personal injury or property loss, and the circumstances are particularly serious, the member hotel shall be removed from the list with the approval of the Standing Council of China Tourist Hotel Association, in addition to compensation as required.

Chapter II XI Supplementary Provisions

Article 39 The safety evacuation signs in public places such as hotels shall conform to the provisions of the state. The graphic symbol of the hotel shall conform to the people of China and the national tourism industry standard LB/T00 1- 1995.

Fortieth China Tourist Hotel Association member hotels and guests disputes, should refer to the relevant provisions of this specification to solve; If negotiation fails, both parties shall handle it in accordance with the relevant laws, regulations and provisions of the state.

Article 41 This Code is applicable to the member hotels of China Tourist Hotel Association.

Article 42 These Standards shall come into force as of May 6, 2002.

Article 43 This Code shall be formulated and interpreted by the Standing Council of China Tourist Hotel Association.