Quality of hotel service and consumer protection: A European contract law approach

Abstract

A lack of transparency in the hotel ranking system presents a serious problem for the industry. This is especially the case when it comes to providing information to the consumer and converting quality standards into binding standards. Since quality management is not merely a strategy for commercialisation, the aim of the first part of this research paper is to offer companies recommendations from a contract law perspective. This area of law reveals that a reduction in price can be very useful for facing quality failures. For this reason, the second part of this paper examines the requirements of such a remedy for non-performance and promotes the application of scales for calculating a price reduction.