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Hi I'm not sure if my response was received. The guest is claiming I was legally obliged to provide accommodation to her regardless of their behavior. It is my understand that as accommodation owners we have the right to refuse service to anyone at anytime and without explanation. Kindly let me know should you require any further information.
Guest is claiming loss of Accommodation. They were refunded the money for the second night they originally had booked.
Thank you for response. To clarify my question, it is my understanding that restaurants, shops etc. have the right to refuse service to any one at any time and without an explanation. As a general rule does this law apply to accommodation providers? I understand there was no loss to the guest in this situation, however, I wanted to clarify that it is not illegal to ask unruly guests to leave our premises. Many thanks
I understand there is a contract made to provide accommodation. But surely unruly behavior changes the situation. Do I need to post a list of every type of unruly behavior in the terms and conditions. It seems unreasonable to have to accept to receive abuse from guests. Again, thanks for your response.
Thanks for your response. What I am failing to see if the difference between right to refuse service in a restaurant/shop and in an accommodation.
i.e. customer enters a restaurant, places a food order and then is verbally abusive to the staff and refused service/asked to leave. In this case a verbal 'contract' was made to provide the food to the guest for the agreed price that would be paid at the end of the meal.
In the case of accommodation, an 'order' is placed for a room at an agreed rate and paid for when the guest checks out. But in this case if the guest is verbally abusive and asked to leave then there is a breach of contract?
Should I list a unruly guest clause in the terms and conditions attached to booking confirmations or have the guest sign a contract when they arrive?
Again, I am having a difficult time understanding why anyone, in any job should legally be obliged to serve a intoxicated, rude and insulting customer?
So would it be sufficient to post a 'behavior clause' on my website and attach this in the terms and conditions on our email booking confirmations or do I need each guest to physically sign a contract?
With 95% of our guests, they pay when they check out. So in the event of an unruly abusive guest in the future, if I need to ask them to leave, then again, there would be no loss if I did not require them to pay for the portion of their stay they did not use? Again I am simply trying to understand if I could be liable for anything for asking a guest to leave if they are abusive.