Pertanggung Jawaban Pengelola Hotel Terhadap Konsumen Atas Hilang Nya Barang Di Dalam Kamar Hotel Berdasar Kan Undang-Undang Nomor 8 Tahun 1999 Tentang Perlindungan Konsumen

The tight competition in the hospitality service business makes every hotel manager strive to provide the best possible sense of security and comfort for his customers. The relationship between producers (companies that produce goods and or services) with consumers (users of goods or services) is a continuous and continuous relationship. Consumer protection is a part of the law that contains principles or rules that regulate and protect the interests of consumers. This is stated in Law number 8 of 1999 concerning consumer protection which contains that "consumer protection is all efforts and efforts that guarantee legal certainty to provide consumer protection". With the enactment of Law number 8 of 1999 concerning consumer protection, consumers in Indonesia have better expectations than before, because with this law consumers have a foundation and consumer protection institutions have the right to empower and protect consumer interests and make producers more efficient. The formulation of the problem in this research is how is the legal protection for consumers for the loss of goods in the hotel room and how is the responsibility of the manager to consumers for the loss of consumer goods in the hotel room. The research carried out is legal research that is descriptive in nature and uses primary data types by conducting interviews and secondary data by processing data from primary legal materials, secondary legal materials and tertiary legal materials, and also this research manages existing data using qualitative analysis. From the results of the study, it is known that legal protection for consumers for the loss of goods in hotel rooms in terms of Law No. 8 of 1999 has not been fully implemented by the hotel, this is because of the application of standard clauses used by the Ratu Mayang Garden hotel. Legal protection for consumers of hotel services at the Ratu Mayang Garden Hotel is based on Article 4 letter a which states "the right to comfort, security and safety in consuming goods or services" and legal protection for service consumers at the Ratu Mayang Garden Hotel based on Article 4 letter h which states "the right to receive compensation, compensation, or replacement, if the goods or services received are not in accordance with the agreement or not as they should be". The responsibility of the Ratu Mayang Garden Hotel for the loss of consumer goods by apologizing to the customers who have been harmed by negligent employees from the company then holding a consensus meeting between customers who feel aggrieved