How to deal with drunken hotel guests?

This problem is believed to have been encountered by all those who have worked in hotels, and it is an extremely difficult problem.

If you don't check in, the guests are also very pitiful. If you stay, the hotel faces great risks.

Chang Junchen, the initiator of the Silk Road Hotel Executive Training Course, the hotel's friend and old driver:

As a hotel attendant, we must distinguish between two situations:

First, drunken guests. For drunken guests who want to stay in the hotel, they are usually accompanied. If the escort arrives, you must catch the escort and don't let them slip away easily. When checking in at the front desk, the ID card of the accompanying personnel must be logged into the public security system at the same time. If there is no entourage, try to stay in the public area of the hotel and provide them with some drinks such as hangover tea and yogurt. And try to contact their families or people who drink with them. Never open a room and let him live alone. If something happens, no one can afford it.

Whether the hotel is ultimately responsible or not, it will be extremely bad for the hotel if the guests have an accident in the hotel.

The news media reported many cases in which the glass door of the bathroom was smashed and cut, or the TV set was smashed and the sheets were polluted because of drunkenness.

So wait for them to wake up a little or have a rest, and then see whether to stay according to the situation.

Second, the guests who drink. For the guests who drink, judge whether they are qualified to stay alone according to their sobriety and behavior.

Share a real case and hope that the hotel's practice can give some inspiration to hotel people:

2065438+On July 7, 2009, around 9 pm, a citizen was drinking with relatives at home. At about 1 1: 00 that night, a citizen stumbled and said to his wife, "I'm going out for a walk to wake up." After leaving home, he got off the taxi, and a taxi driver helped him to a hotel booth.

Then, at 0: 38 am on July 8, Mou Qing checked in at the hotel with his ID card. After checking in, Mix, a staff member at the front desk of the hotel, found that a sake had drunk a little too much, but he walked backwards, but he was conscious. After someone went upstairs, Mix found someone coming back to the hotel lobby several times, thinking that someone could not find his room, so he helped someone go upstairs and sent them to the room. Due to family chores, A Qing has a psychological desire to invite Mix to go out for a drink with him. Because Mix reluctantly agreed at that time, they returned to the hotel lobby. Someone told the receptionist to ask Mix out for a drink. Mix told the lady not to agree because she had to go to work, and the lady didn't agree. Some Qing chatted with Mix in the hall for a while. Considering that he was at work at that time, it was getting late and a certain Qing was in a drunken state, he called several security guards to send a certain Qing back to his room. After the security guard came, MouQing chatted with the security guard in the lobby again. Soon MouQing felt a little tired and went upstairs to sleep.

At about 8: 00 a.m. on July 8, my wife found that Qing was not at home, and she found that Qing's mobile phone was left at home. 13: 4 1: 3, the front desk staff of a hotel called a Qing's mobile phone and asked whether to check out or renew it. A green wife knew that she was in a hotel. A wife immediately asked a hotel about a situation, and a hotel refused to disclose it on the grounds of protecting customers' privacy; 14:16:11sec, the front desk of a hotel contacted an uncle and told him that he had difficulty breathing in the hotel and told his family to go there quickly. At the same time, a hotel immediately called 120, 1 10 for help. Subsequently, Mu Qing was sent to the Department of Critical Care Medicine of Lichuan People's Hospital for rescue. July 10 was discharged from hospital and stayed in hospital for 2 days. The first page of the inpatient medical record shows that the injury poisoning in a hospital was caused by severe alcoholism.

10 July, Mou Qing was sent to Enshi Central Hospital for treatment, but died on July 2 1 day of the same year after being rescued. In order to prevent the A Qing family from making trouble in the hotel and posting inappropriate comments on the Internet or interfering with the normal business of the hotel, a hotel voluntarily reached a people's mediation agreement with A Qing's father and A Qing's wife under the auspices of the People's Mediation Committee of Dongcheng Sub-district Office in Lichuan on July 26th, 20 19. From the humanitarian point of view, a hotel paid 30,000 yuan in funeral expenses (cash payment) after A Qing's death, and agreed that "both parties reserve the right to go through litigation on this incident.

On August 2 1, A Qing's parents, wife and children appealed to the court, demanding that a hotel and Lichuan People's Hospital compensate the plaintiff for various losses of more than one million yuan.

Be judged as

After trial, Lichuan City Court held that citizens' right to life should be protected and respected according to law. Based on the ascertained facts, the verdict is as follows:

1. A hotel handled the check-in formalities for a youth according to the Industry Code of China Tourist Hotels. In the case that a youth's capacity for behavior was reduced due to drunkenness, the hotel staff had fulfilled their duty of reasonable care. Someone went in and out of the room again because of personal freedom, and finally entered the hotel room to rest. The room he stayed in was a private space, which obviously involved the privacy of natural persons. Near the check-out, the staff of a hotel telephoned to ask whether the passengers needed to check out or renew their contracts. At this time, many people find relatives of a hotel to answer the phone before they know their whereabouts and ask about a hotel. From the perspective of privacy protection, a hotel did not give a positive answer, but immediately entered the room according to the regulations to understand the situation, and then informed the relatives of a hotel that they had difficulty breathing, and immediately called 120 and 1 10 to take rescue measures. According to Article 8 of the Code of Hotel Service Industry, the circumstances in which a hotel can refuse to receive guests do not include drunkenness. The plaintiff claimed that an international hotel should not receive a guest, but the hotel accepted a drunken guest, and the supervision responsibility for a guest was passed on to the store. However, the hotel did not fulfill the obligation of reminding, discouraging, caring and informing, but took the initiative to commit infringement and locked a guest in a closed room, thus claiming that the hotel was at fault. This is a misunderstanding of the legislative purpose and industry norms.

Second, Lichuan People's Hospital arranged for A Qing to be rescued in the Department of Critical Care Medicine. The hospital has no obvious fault in diagnosis and treatment, and its rescue behavior should not be questioned. Moreover, in this case, the plaintiff did not submit the evidence of causal relationship between A Qing's death and the hospital's diagnosis and treatment, so the hospital should not be liable for compensation.

3. As a person with full capacity for civil conduct, someone knows that excessive drinking will bring harm to health or even more serious consequences, but he has not controlled his excessive drinking behavior. After getting drunk, he chose to run away from home and live alone in the hotel. In a closed room, acute alcoholism causes hypoxic-ischemic encephalopathy, which eventually leads to the serious consequences of ineffective rescue and death.

To sum up, the court held that the defendant's hotel and Lichuan People's Hospital had no legal fault in this incident, and the five plaintiffs' claims lacked legal and factual basis, and all the claims of the five plaintiffs were rejected according to law.

Judge's point of view

The unfortunate death of a citizen due to drunkenness is not only a lesson, but also a wake-up call to the living! Drinking is a civilized behavior. Citizens can drink alcohol properly according to their physical condition, which can not only improve blood circulation, but also relieve their troubles and make them happy. Therefore, the law does not prohibit moderate drinking, but as adults, we must know the consequences of excessive drinking and be more responsible for our actions.

Case source: Lichuan court, thank you!

Hope to be adopted.