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旅游住宿四项标准下月执行 民宿将来也分级

2017-09-13 10:16:24   央广网

为了规范旅游住宿行业,国家旅游局发布了《旅游经营者处理投诉规范》《旅游民宿基本要求与评价》等四项行业标准,且均从今年10月1日起实施。

投诉12小时内受理

《旅游经营者处理投诉规范》中明确,旅游经营者宜设立投诉处理机构。不具备设立专门投诉处理机构条件的旅游经营者,应指定专人负责投诉处理工作。旅游经营投诉受理范围应包括:因违反合同约定或因不可抗力、意外事件致使旅游合同不能履行或者不能完全履行;因旅游经营者的责任致使投诉者人身、财产受到损害的。

对于投诉,旅游经营者应在12小时内做出受理决定,特殊情况下不应超过24小时。投诉受理后,旅游经营者应立即告知(通知)投诉者;由相关机构或部门转办的投诉,旅游经营者还应立即告知转办的机构和部门。对双方无争议、事实基本清楚、仅造成轻微损失的投诉,旅游经营者宜在1小时内形成协商处理意见,最长不宜超过24小时;对比较复杂的或对主要事实存在争议的投诉,旅游经营者宜在投诉受理之日起10个工作日内形成协商处理意见。

民宿将有“金宿级”

一直以来,处于刚刚起步阶段的民宿行业,并没有统一的指导标准。此次在《旅游民宿基本要求与评价》中,将旅游民宿分为两个等级,金宿级、银宿级。金宿级为高等级,银宿级为普通等级。对于旅游民宿,此次《旅游民宿基本要求与评价》对旅游民宿做出了具体的要求:应有突发事件应急预案,并定期演练;单幢建筑客房数量应不超过14间(套);客房卫生间应有防潮通风措施,每天全面清理一次,无异味、无积水、无污渍,公用物品应一客一消毒等。

此外,在《精品旅游饭店》行业标准中,对饭店提出了更高的要求。比如,客房数量应不低于15间(套)。80%及以上的客房使用面积应不小于30平方米。3层以上(含3层)的建筑物应有数量充足、速度合理的高质量客用电梯等。

同样于10月1日实施的《文化主题旅游饭店基本要求与评价》将文化主题旅游饭店分为金鼎级和银鼎级两个等级。金鼎级为高等级,银鼎级为普通等级。文化主题旅游饭店等级评定的基本条件要求包括:饭店应正式开业一年以上;客房数应不少于15间(套);近三年内未发生重大及重大以上安全责任事故等。

业内人士指出,此次国家旅游局出台的国内首个旅游民宿行业标准,从民宿的定义、评价原则、基本要求、管理规范及等级划分条件等方面对我国民宿行业发展给出了指导性意见,对其健康发展具有重要意义。(孙贺南)

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