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不换床单的五星级酒店,消费者如何放心

2017-09-10 09:42:38   央广网

五星级酒店,你们为什么不换床单?》连日来这篇文章刷爆网络。该文由自称独立评测机构的“蓝莓评测”发布,同时附有时长6分钟的视频,称在北京5家知名五星级酒店均发现卫生问题。据报道,北京市旅游委已开始约谈报道中涉及的5家酒店,了解核实情况。同时,卫监部门已对此事展开调查,本周内将检查北京所有五星级酒店。

“当你的被窝残留着别人的体温,当你的水杯残存着别人的吻痕……”一众网友在愕然的同时也满怀悲愤,难道我们住酒店必须自备被褥?问题是,床单不换,水杯清洗吗?毛巾会否更新?此前不是有媒体披露有的保洁员用毛巾擦洗马桶?

《公共场所卫生管理条例实施细则》第十四条明确规定,公共场所经营者提供给顾客使用的用品用具应当保证卫生安全,可以反复使用的用品用具应当一客一换,按照有关卫生标准和要求清洗、消毒、保洁。换言之,无论是五星级酒店还是非五星级酒店,主动换床单都属硬性规定,不能打折。

床单事件点燃了消费者的疑虑:我们出门在外,住得放心吗?联系到不久前海底捞后厨“鼠辈”横行,消费者会问:我们吃得放心吗?连知名餐饮企业都如此,遑论一般。再联系到不久前云南旅游事件,游客到知名景区本是看风景图个开心,却莫名被打,我们还能玩得开心吗?

稍加梳理可知,在吃、住、行这三方面,消费者都无法放心,更不要说开心。也许这几起热点事件只是个案,但是个案都极有典型性。他们的共性有两个,一是都与知名有关——知名酒店,知名饭店,知名景区;二是都与老百姓基本出行息息相关,如果吃住行都没有安全保障,老百姓还敢出门在外吗?

这些事件发生后,监管部门都没有沉默,而是第一时间表态,并积极履行职责。但也应看到,这种事后“救济”究竟能发挥多大威力?不出事不过问,出事后必出手,可是消费者已经承受了损害。

海底捞的后厨,消费者看不见;五星级酒店客房是否清扫达标,消费者也看不见。如果不是记者暗访,谁能想到海底捞的后厨乱象丛生?如果不是相关机构暗访,谁能想到五星级酒店连床单都不更换?更不更换,消费者察觉不了,公众更是不可能发现,也就不会有追责,这就为相关人员胡作非为预留了空间。

事发后有的酒店态度暧昧,比如北京三里屯洲际酒店表示,无法核实报道准确性。这样的表态缺乏诚意,能否彻底整改让人不敢乐观。对于换床单这事,一定程度上是保洁员的良心活,既需要企业内部严格规范,更需要强化外部监管。

在常规监管之外,监管部门不妨创新监管方式,比如引入暗访制。既然相关机构可以暗访,监管部门更有权也更有资格暗访。还可以聘请外部人士暗访,以及激活企业的内部举报机制,重赏企业内部举报者。这样的逻辑模式同样试用餐饮企业,既然后厨状况不为人知,监管部门可突击检查,以及与媒体合作,派记者暗访等等。

据报道,早在9月3日上述视频刚刚发布之初,北京市卫生和计生监督所已经同步公布今年夏季对全市691家快捷酒店的检查结果,其中46家卫生不合格,35家被罚款,并对35家不合格酒店负责人进行了集中约谈,要求其加强管理。约谈是一个层面,处罚是另一个层面。对那些屡教不改的餐饮企业和知名酒店,能否施以重手,罚得让其长记性,处理得让其不敢再乱来?

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