Need for Hotel Services Standards in India - Addl Inputs
Hotels in India - Solutions Proposed
1.A regulatory authority should be set up to regulate the tariff and operations of the hotels in India
2.Government should come up with a structured plan to bridge the demand-supply gap
3.Government should set a high season charge for the hotels area wise
4.Hotels should be strictly instructed not to charge beyond the high season surcharge on top of their regular fares
5.Hotel should be liable to pay a financial penalty to the customer if they do not deliver the facilities promised at the time of booking
6.The government should prescribe some basic standards of hygiene which the hotels should be strictly asked to follow
7.A phone/email helpline or a circle type concept should be created to make it easy for tourists to report issues against hotels
8.Customer reviews on social media sites should be considered while renewing the licenses of the hotels
9.If an instance of a hidden camera in a hotel is found, the license of that hotel should be immediately suspended and criminal enquiry should be initiated against them
10.A major drive should be started to catch hotels running without proper licenses
11.Hotel staff should mandatorily give customer service lessons to their staff once every year
12.Government officials should be penalized for giving approval and certification to establishments that do not meet the necessary requirements
13.Government should make a policy on star ratings specifying minimum requirement for each category and then have an independent authority certifying it.
State of Hotels in India - Root Causes
1.There is a lack of an authority to regulate the operations/working of the hotels in India
2.Hotel rates are not determined by the kind of services they provide
3.There is no reference available through which the hotels are supposed to decide their room rates
4.They intentionally keep their rack rates very high
5.Most hotels play hand in glove with the local authorities and grease their palms to ride over the rules and regulations
6.Most of the times hotels caught even in serious customer complaints, easily get away with them
7.Hotels try to make the most from the helpless tourists
8.Hotel rates are high because demand outstrips supply
9.Political patronage is a big root cause of irresponsibility and mismanagement of most of the hotels in our country
10.Many hotels are set up to convert the black money to white
11.Most hotels in India dont believe in creating hospitality experiences.
Hotels in India - Key Issues
1. Hotels charge whatever rates which are very high
2. They fleece customers in need
3. Rack rates are always abnormally high
4. Many hotels do not maintain even the basic standard of hygiene
5. Reports of hidden cameras in hotels is quite common
6. Many online hotels bookings have hidden charges
7. Hotels display pictures on their websites which mislead the customers
8. Many small hotels do not imply with the health and safety policy
9. Many hotels run without complete licenses
10. Hotels increase their room rates multi folds during the peak season
11. The general hotel refund policy on cancellations is very strict
12. Hotel staff is rude with the customers
13. Some hotels display a fake star rating.
14. Safety and customer service is a big concern in homestays/hotels provided by e-marketplaces
2.As a result hey all suffer from diseases. Govt has to subsidise the medical costs in budgets.
3.They give out lot of gases and fumes at the bus stand and pollute the atmosphere and use all adulterated stuff.
4.No local govt staff ever goes and finds out to stop these activities and to frame rules to stop these hazards.Boiling oil and preparations in them are a done at streets with heavy traffic of pedestrians.It is unsafe and causes fire accidents more
Every hotel should mention the services they provide (or do not provide). Laundry is one such service which many hotels are not providing. Booking through travel sites, many a times hotels do not have the information of the booking when the traveller arrives at the hotel. Every travel site should give the complete contact information of the hotel on their site, even before booking.
Sites where people let out rooms or houses are misleading. They put all types of services in the site, but most of them are missing when one reaches the room. While booking, the services should be clearly sent to the customer along with the booking details. If the customer finds anything lacking, the site should refund the amount. No questions asked.
Rules and regulations and standards would only be useful if there is a competent authority to ensure they are implemented. In our country, this is sorely lacking in every sphere.
AT the hotel reception, the manager and owner contact details should be clearly displayed and they should be reachable 24/7 (we stayed in an OYO hotel where we had booked 8 rooms. there was no water in the bathrooms. The servers were acting as receptionists and the manager was not available. Horrible service). Sending them emails, fb messages was of absolutely no use. Venture capitalists, who funded this hotel booking site, should also look at withdrawing from the funding if the customer service is bad. more