Hospitality Meets Accountability: Impact of the Consumer Protection Act on Hotels and the Tourism Industry

Abstract

Imagine booking a “lavish seaside villa” for your dream vacation, allured by breathtaking photos and glorious advertisements of world-class services. But upon arrival, you are welcomed by a chaotic street landscape instead of a glimpse of the beach. Or, imagine relishing gourmet meals at a premium resort only to face food poisoning from the “renowned signature cuisine” of the praised resort. Disappointed? That’s where the Consumer Protection Act (“CPA”) steps in - a groundbreaking measure that is overhauling the hotel & tourism industry to safeguard travellers’ experiences. 
The CPA is not only a set of legal provisions, but it is also a protective shield that transforms the operation of the hospitality industry positively. Gone are the days when deceptive practices and hidden costs used to fly under the radar. With the CPA at the forefront, consumers now relish reasonable pricing and robust grievance redressal methods. In today’s landscape, the consequences of engaging in unethical practices extend beyond financial penalties to include irreparable reputation damage, lost trust & shrinking profit margins. With greater awareness and confidence, today’s tourists are now better educated, well-informed & firm in safeguarding their entitlements. The hotel and tourism industries, like any other service-driven industries, are expected to maintain accountability and follow fair business methods. Still, the actual implementation of the same is questionable because there are several instances where consumers suffer a loss due to the unfair business practices of the business holders.