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BHB Non-Binding
Arbitration Rules
The
Better Hotel Bureau (BHB) is a nonprofit organization supported by
member hotels. It is dedicated to promoting and fostering the
highest guest services in a professional environment which will
result in keeping the guests coming back to the hotel.
The focus of the BHB is guest expectations and the the way they, the
end user of hotel services, and the way they want to be served. The
BHB is not a complains processing entity and proceeds complaints
occasionally and only if is beneficial to our goals that is making a
good hotel better.
The BHB assists in the resolution of concern between a
member hotel and its guests. BHB is fair and neutral. We do not take
sides; instead we work resolve the problem settled as quickly as
possible.
If you have a concern about any member hotel, the BHB can arbitrate
to resolve it. Arbitration is a practical and fair resolution
system. Arbitration will be conducted by experienced guest
service processionals with years of experience in hotel management
and operations.
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Arbitration
Arbitration is the process by which the parties with a
dispute submit their differences to the judgment of an impartial
person or group who is appointed by mutual consent or statutory provisions.
In BHB's case the consent rises from the hotel membership and guests
contacting us. Arbitration will be on a case-by-case basis since
each concern, complaint or issue is unique.
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Agreement to Arbitrate
The hotel has agreed to arbitration by signing up with BHB and the
guest also agrees to the arbitration by asking BHB to resolve the
claim. The online claim form will process only after the Agreement
to Arbitrate is approved and only if the BHB is the sole means of
arbitration, the BHB will not duplicate the previously filed
complaints elsewhere.
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Submission Conditions
The goal is to improve quality of the guest services and resolve
guest dissatisfaction. Please bear in mind that:
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You should get in touch with the hotel staff
and/or management first.
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BHB will hear billing issues such as rates and
charged amounts but not credit card disputes. You need to call
your bank for credit card issues.
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You must be a registered hotel guest or have a
valid reservation confirmation number. Hotel non-guest visitors,
employees and third party vendors are not guest issues and
therefore will not be heard by BHB.
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BHB will not duplicate any complaint. You should
contact us if you are not happy with the hotel’s resolution.
But, if you have already contacted any other organization, we
will ask you to comply with the decision of that organization.
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Claims must be submitted within 6 months of the
stay.
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Submission Requirements
The online form is comprehensive. We will call you if we need further
clarification. If you decide to use mail, fax and/or call us
directly then please be sure to submit the following information:
PLEASE PRINT OR TYPE.
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Organize your materials in the order.
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Your name(s) as registered with the hotel.
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Registration number and/or confirmation number
for reservations.
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Date of arrival to the hotel.
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Room number.
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Description of incident or issue.
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The actions you took to resolve the dispute,
including individuals with whom you spoke, when you spoke with
them and what they told you and/or what actions they took.
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What do you want the hotel to do for you.
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List more than one way to contact you. (cell,
home phone, fax, e-mail)
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How to
Submit
-Web site Form is preferred method.
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Arbitration Process
Arbitration process will vary from case to case; here is the
generic process;
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BHB receives an arbitration request from the guest
or the hotel.
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BHB contacts the other party and asks for their
side of the story.
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The study period may take from one week to
couple of
months. The BHB does not guarantee any satisfactory resolution
to any party.
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BHB informs all parties of the suggestion(s).
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No appeals are accepted.
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What BHB will NOT hear
BHB will assist on hotel stay dissatisfaction issues only. The
following topics are out of scope of the BHB and could be referred
to legal advisors upon your request. The BHB also reserves the right
to refuse to hear any claim or arbitration and is not obligated to
offer any reason. The BHB will not hear and or interfere in:
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Criminal cases.
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Injuries and medical claims.
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Personal Liabilities.
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Employment issues.
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If the guest refuses arbitration at the
beginning.
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Duplicate Claims. Claims that have been resolved
by a previous court action, arbitration, franchiser and/or any
other form of agreement between the parties,
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The BHB reserves the right to refuse any
arbitration on its sole discretion. No explanation will be
given.
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Definitions
| Arbitration |
| .... |
The process by which the parties to a dispute submit
their differences to the judgment of an impartial person
or group appointed by mutual consent or statutory
provisions. |
| .... |
|
| Days |
| |
Working days. |
| .... |
|
| The Proposition |
| |
Written or verbal document signed by the arbitrator
and sent to the parties as a final resolution to the
dispute. |
| .... |
|
| Parties |
| |
The guest and the hotel (and occasionally a third
party) |
| |
|
:
BHB: Better Hotel Bureau that is
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Scope of BHB arbitration
Hotels that use BHB dispute resolution services agree in advance to
arbitrate, within specified parameters of the stated hotel policies.
The goal is to keep the guest satisfied.
Disputes involving hotel services may be arbitrated under these
rules.
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Remedies
The following remedies may be proposed:
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Full or partial refund of the cost of the room
or damages, including taxes. That could be in form of Free Room
Voucher for future stay.
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Hotel sincere effort on correcting the problem.
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Offering an acceptable explanation of the incident
if there was a misunderstanding.
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Additional remedies may be proposed in an
arbitration proceeding only if the remedy is included in the
hotel's stated policy.
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Communicating with the
Arbitrator
You or anyone representing you shall not communicate in any way with
the arbitrator about your dispute except when the arbitrator
contacts you directly. Violation of this rule may result in your
case being closed.
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Cost
Arbitration is free except when parties ask BHB to study an extensive
amount of documents or conduct an inspection. The associated costs for
such requests must be prepaid. You are also responsible for any fees
charged by your representative if you have one.
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Inspection by the Arbitrator
Guest or the hotel may request an inspection of hotel. The
inspection will be unannounced and the requesting party shall pay
all the costs for time, travel and inspection of minimum $2000.00
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Settlement
If all parties voluntarily decide to settle the dispute before the
judgment by BHB, the settlement will end the dispute and the case
will be closed.
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Confidentiality of the
records
It is BHB policy that records of the dispute resolution process are
confidential and will not be released to third parties unless such
release is required by law or pertinent to judicial or governmental
administrative proceedings. The BHB will not attempt to keep records
of any arbitration and all records could be deleted shortly after
end of Arbitration Process and issuance of the final Resolution
Proposal.
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