Electronic Theses and Dissertation

Penelitian ini bertujuan menjelaskan penyelesaian terhadap kerugian pelaku usaha akibat tindakan konsumen, pertanggungjawaban konsumen terhadap pihak hotel atas kerusakan barang dalam kamar hotel dan faktor-faktor penyebab terjadinya kerusakan barang pada kamar hotel. Hasil penelitian bahwa penyelesaian terhadap kasus kerusakan barang hotel oleh konsumen di Banda Aceh, dilakukan secara negosiasi antara hotel dan konsumen untuk menyelesaikan ganti rugi atas kerusakan barang. Pertanggungjawaban konsumen terhadap kerusakan barang hotel berupa ganti rugi sebesar yang telah dicantumkan pada perjanjian ketika konsumen tersebut check-in serta pembayarannya dilakukan ketika konsumen check-out dari hotel melalui pemotongan deposit atau diluar biaya deposit tersebut. Faktor yang menyebabkan kerusakan barang pada hotel ialah faktor kelalaian dan kondisi barang. Faktor kelalaian seperti menjatuhkan pemanas air, menghilangkan remote AC dan kehilangan kunci kamar. Sedangkan, faktor kondisi barang ialah robeknya sprei akibat anak dari konsumen yang melompat-lompat diatas kasur. Disarankan kepada hotel untuk memperbaharui barang inventaris yang sudah lama atau tidak layak dipakai dan dalam menyelesaikan permasalahan hotel harus tetap menggunakan penyelesaian secara negosiasi serta konsumen diharapkan untuk dapat menerapkan peraturan dan bertanggung jawab apabila melanggar peraturan yang telah di tertibkan.
Kata Kunci: Pertanggungjawaban Konsumen, Kerusakan Barang, Hotel.

This research aims to explain the settlement of business losses due to consumer actions, consumer liability against the hotel for damage to goods in hotel rooms and the factors that cause damage to goods in hotel rooms. The result of the research is that the settlement of cases of damage to hotel goods by consumers in Banda Aceh, is carried out by negotiation between the hotel and consumers to settle compensation for damage to goods. Consumer liability for damage to hotel goods in the form of compensation in the amount stated in the agreement when the consumer checks in and the payment is made when the consumer checks out of the hotel through a deposit deduction or outside the deposit fee. Factors that cause damage to hotel goods are factors of negligence and the condition of the goods. Negligence factors such as dropping the water heater, losing the AC remote and losing the room key. Meanwhile, the factor of the condition of the goods is the tearing of bed sheets due to the children of consumers jumping on the mattress. It is recommended to the hotel to renew inventory items that are old or not suitable for use and in solving hotel problems must continue to use negotiated settlements and consumers are expected to be able to apply the rules and be responsible if they violate the rules that have been ordered. Keywords : Consumer Liability, Damage to Goods, Hotel