Fonte: Revista Encontros Científicos - Tourism & Management Studies; Vol 10, No 2 (2014); 138-145
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Resumo: The enactment in 1990 of the Consumer Protection Act changed the relationship between suppliers and consumers. This research analyzed the origin of conflicts with guests and implementation of Consumer Protection Act in hotels of São Paulo by collecting, tabulating and analyzing the State of São Paulo Court’s judgments involving hotel companies from the year of 1998 to 2012. The research describes the formation of the Consumer Protection Act in Brazil. It also analyzes the quantitative results of the research on the sections raised in the guests lawsuits against hotel facilities and concludes with the research results and the analysis of the data collected. Finally, it presents some possible comparisons in a way that allows insights on the relationship between commercial hospitality and the Brazilian Consumer Protection Act.
