The role of consumer protection in ensuring quality in the hotel services market

Abstract

In Romania, tourism is an attractive sector with high potential, but unfortunately not exploited enough, so it is not yet a source of attraction for investors and foreign tourists. Most tourists are not satisfied with the quality of the hotel services in Romania and complain about it. The existence of adequate legislation on the protection of the consumer of tourist services could lead to the provision of quality services in this market and to a higher degree of tourist satisfaction. In the first part, this paper presents the public organizations dealing with the protection of the consumer in the hotel services market in Romania. The second part of the paper analyzes the quality of hotel services in Romania from the tourists’ point of view. In this respect, the author made quantitative marketing research. The results featured the opinions and attitudes of tourists regarding the quality of hotel services in Romania.