Electronic Theses and Dissertation

Berdasarkan Pasal 4 huruf a Undang-Undang Nomor 8 Tahun 1999 tentang Perlindungan Konsumen, dinyatakan bahwa setiap konsumen berhak atas rasa aman, nyaman, dan perlindungan keselamatan dalam menggunakan barang dan/atau jasa. Hubungan antara konsumen dengan pihak pengelola hotel seharusnya didasarkan pada prinsip perlindungan hukum yang adil dan seimbang. Namun, dalam praktiknya masih sering terjadi kasus kehilangan barang milik konsumen di kamar hotel tanpa adanya pertanggungjawaban yang jelas dari pihak pengelola. Kondisi tersebut menimbulkan kerugian bagi konsumen serta memunculkan permasalahan hukum yang perlu mendapatkan perhatian, diperlukan penegasan mengenai bentuk tanggung jawab hukum yang harus dipenuhi oleh pihak pengelola hotel terhadap konsumen.

Tujuan penulisan skripsi ini adalah untuk mengetahui perlindungan hukum bagi konsumen atas hilangnya barang di dalam kamar Hotel The Crew di Deli Serdang, untuk mengetahui tanggung jawab pengelola terhadap konsumen atas hilangnya barang konsumen di dalam kamar Hotel The Crew di Deli Serdang.

Jenis penelitian yang digunakan adalah yuridis empiris, dengan pengumpulan data melalui studi kepustakaan dan penelitian lapangan. Studi kepustakaan bertujuan untuk memperoleh data teoritis, sedangkan penelitian lapangan dilakukan guna mengumpulkan data primer melalui wawancara dengan responden dan informan.

Hasil penelitian menunjukkan bahwa kehilangan barang milik konsumen di kamar Hotel The Crew, Deli Serdang, tidak disebabkan oleh kelalaian pihak pengelola hotel, melainkan karena kelalaian dari konsumen itu sendiri. Namun, pihak pengelola hotel dinilai kurang responsif dalam menanggapi keluhan yang diajukan oleh konsumen. Penyelesaian permasalahan tersebut ditempuh melalui jalur non-litigasi, yaitu dengan melakukan musyawarah atau negosiasi antara konsumen dan pihak pengelola hotel untuk mencapai kesepakatan damai tanpa melalui proses hukum. Melalui upaya ini, kedua belah pihak berhasil menemukan penyelesaian yang dianggap adil dan memberikan manfaat bagi kedua pihak, sehingga hubungan baik antara konsumen dan pihak hotel tetap dapat dipertahankan.

Disarankan kepada pihak pengelola Hotel The Crew untuk memperkuat upaya perlindungan konsumen dengan menerapkan kebijakan yang menyeluruh, sistem penanganan keluhan yang cepat tanggap, serta Standar Operasional Prosedur (SOP) yang efektif guna menjamin rasa aman dan kepuasan konsumen. Sementara itu, konsumen diharapkan memahami hak-haknya serta memastikan adanya perjanjian tertulis terkait tanggung jawab pihak hotel atas barang pribadi sebagai landasan perlindungan hukum apabila terjadi kehilangan.

Based on Article 4 letter a of Law Number 8 of 1999 concerning Consumer Protection, it is stipulated that every consumer has the right to a sense of security, comfort, and protection in the use of goods and/or services. The relationship between consumers and hotel management should be founded upon the principle of fair and balanced legal protection. However, in practice, there are still frequent instances where consumers’ belongings go missing from hotel rooms without clear accountability on the part of the hotel management. Such conditions result in losses for consumers and give rise to legal issues that require attention. It is therefore necessary to clarify the form of legal responsibility that must be borne by hotel management towards consumers. The purpose of this thesis is to examine the legal protection afforded to consumers in relation to the loss of personal belongings within rooms at The Crew Hotel in Deli Serdang, and to assess the responsibility of the hotel management in such instances. The type of research employed in this study is empirical juridical research, with data collected through both library research and field research. The library research aims to obtain theoretical data, while the field research is conducted to gather primary data through interviews with respondents and informants. The findings of this research indicate that the loss of consumer property within rooms at The Crew Hotel in Deli Serdang was not due to negligence on the part of the hotel management, but rather due to negligence by the consumers themselves. However, the hotel management was found to be insufficiently responsive in addressing complaints submitted by consumers. The resolution of such issues was undertaken through non-litigation means, namely deliberation or negotiation between the consumer and hotel management to reach an amicable settlement without resorting to legal proceedings. Through this approach, both parties were able to reach a resolution considered fair and mutually beneficial, thereby maintaining a good relationship between the consumer and the hotel. It is recommended that The Crew Hotel management enhance consumer protection efforts by implementing comprehensive policies, establishing a responsive complaint-handling system, and adopting effective Standard Operating Procedures (SOPs) to ensure consumer security and satisfaction. Meanwhile, consumers are encouraged to understand their rights and ensure the existence of a written agreement regarding the hotel’s responsibility for personal belongings as a legal safeguard in the event of loss.