旅游酒店业服务质量纠纷中的举证责任与适用

The Burden of Proof and Application in the Dispute of Service Quality in Hotel Industry

摘要

旅游酒店业服务质量纠纷在近年呈现高频化与类型稳定化特征，既涉及住宿合同的给付内容与履行边界，也常因卫生安全风险外溢而引发人身财产损害的责任争议，同时预订退改规则与费用扣减在平台化交易结构下更易形成解释冲突。本文围绕住宿交付不符、卫生安全致损与退改费用争议三类典型纠纷，归纳举证责任分配的可操作逻辑，并提炼对应的适用路径，以期为纠纷处理提供稳定的规范路径。

Abstract

Service quality disputes in the tourism and hospitality industry have exhibited increasing frequency and stabilized patterns in recent years. These disputes not only involve the terms and boundaries of accommodation contracts but also frequently arise from liability controversies over personal and property damages caused by health and safety risks spillover. Moreover, under the platform-based transaction structure, booking, refund, and modification rules along with fee deductions are more prone to interpretative conflicts. This paper focuses on three typical dispute types—discrepancies in accommodation delivery, health and safety-related damages, and refund/modification fee disputes—by summarizing the operational logic of burden of proof allocation and refining corresponding application approaches, aiming to provide a stable normative framework for dispute resolution.

关键词

旅游酒店业 / 服务质量纠纷 / 举证责任

Key words

tourism and hotel industry / service quality dispute / burden of proof

参考文献

[1] 黄豪, 王昊, 许经林, 等. 旅游酒店餐饮服务质量问题的分析及对策研究[J]. 漫旅, 2024(16).

[2] 郑怡清, 朱沁翊. 高星级酒店工程部投诉研究——以上海X酒店为例[J]. 现代管理, 2024, 14(9): 2116-2127.

[3] 李恬昱. 完善消费维权机制提升县域旅游服务质量[J]. 市场监督管理, 2023(5): 38-39.