This study is set out to assess the effectiveness of customer relationship management (CRM) in the hotel industry. Relying on the integration of several CRM scholars, the study seeks to answer questions about the relationship between CRM and performance. A mixed research method approach was adopted. The research targeted 106 hotels in Pretoria. 47 responses were received from the hotel personnel who answered the questionnaire. The findings of the survey clearly indicate that hotel performance is dependent on CRM, as shown in the variance of performance levels in line with the level of CRM practised by a specific, named hotel. The study further suggests that hotels’ management should continuously embark on various CRM practices in order to improve their performance. Responses will be captured and analysed using the SPSS computer software. The results will be subjected to quantitative data analysis. It is expected that the findings will highlight important implications for hotels and other hospitality and tourism stakeholders in Pretoria and beyond. Stakeholders wishing to improve their understanding of the effectiveness of CRM in hotels will find this study helpful. / Business Management / M. Tech. (Business Administration)

Este trabalho busca avaliar a eficiência energética e o conforto, em ambiente climatizado artificialmente, dos Hotéis Econômicos de redes internacionais em São Paulo. A avaliação levada a cabo concentrou-se nas unidades habitacionais (UH) desses hotéis, principal produto oferecido por eles, possuidoras de sistema de ar condicionado (SAC), apesar das condições climáticas e das características do uso não determinarem essa necessidade. Com base nos levantamentos sobre as características dos Hotéis Econômicos, foi escolhido um hotel de uma rede internacional em São Paulo como estudo de caso. Nele, avaliou-se o desempenho térmico por meio de medições de temperatura e umidade relativa do ar em duas UH, durante cinco dias. As características físicas desse hotel foram utilizadas como modelo-base para as simulações computacionais realizadas no software TAS NG (2005). A partir dos resultados obtidos nas medições, definiram-se os critérios que seriam utilizados nas variações do modelo paramétrico, resultando em um total de sete cenários, com diferentes características como: vidros, cortina interna, taxa de ventilação e período determinado para ventilação. Levando-se em conta as condições climáticas da cidade de São Paulo e as características físicas e ocupacionais dos apartamentos, verificou-se que é possível obter conforto térmico sem o uso de SAC. Nessas condições, utilizou-se como critério de avaliação o modelo adaptativo da Norma ASHRAE 55 (2004). Os dados dos dias mais representativos de verão e inverno forma utilizados na análise dos ganhos de calor. Foi também avaliado, para o período de um ano, o consumo de energia elétrica do SAC, para resfriamento e aquecimento. Os resultados obtidos auxiliaram na proposição de recomendações de projeto para essa tipologia, buscando soluções que aprimoram o aproveitamento das condições naturais favoráveis para a obtenção de conforto térmico, possibilitando a redução do consumo de energia decorrente do SAC nestes ambientes. Para ilustrar algumas recomendações foram feitos estudos preliminares para as UH e para o pavimento tipo, considerando a integração do SAC com soluções de projeto de arquitetura que favoreçam o melhor desempenho energético de Hotéis Econômicos ou de qualquer categoria. / This work aims to evaluate the energy efficiency and comfort level, in airconditioned environments of budget hotels, from international chains, in São Paulo, Brazil. The evaluation was directed to the apartments which are the hotels main product featuring air conditioning, even though the climate conditions and usage profile dont determine its need. One hotel from an international chain was chosen as a case study based on research of budget hotels main features. The hotel had its thermal performance evaluated through air temperature and humidity measurements, in two apartments, for five days. Its physical characteristics were inputted into the TAS NG (2005) software as a base model for simulations. The measurements results defined the criteria used in the parametric model, resulting in a total of seven scenarios with different characteristics such as glass, internal shades, ventilating rates and period. Considering São Paulos climatic conditions, the physical and occupational characteristics of the apartments, it was verified that it is possible to reach thermal comfort without the use of air conditioning. The evaluating criterion used in these conditions was an adaptive model from the ASHRAE 55 (2004) Norm. Data from the most representative days of summer and winter were used in the analysis. There was also an evaluation of the energy consumption of the air condition- ing system, used for cooling and heating purposes, for a period of one year. The results favored the proposal for project recommendations for this typology, seeking solutions to improve the capacity to harness the favorable natural conditions to obtain thermal comfort, allowing for energy consumption reduction due to air conditioning. To illustrate the recommendations some preliminary studies were prepared for the apartments and pavement type, considering the integration of the air conditioning system with architectural design solutions that favor a better energy performance of budget hotels or of any other category.

Com o crescimento do ecoturismo no Brasil, iniciaram a ser implantados vários empreendimentos turísticos na Amazônia, principalmente nas proximidades da cidade de Manaus, este acontecimento fez com que a utilização de recursos naturais disponíveis na região, como folhas de palmeiras nativas e espécies de madeira, voltassem a ter grande emprego como material de revestimento nas coberturas destas edificações. E em contrapartida, raros são os estudos das variáveis que interferem no projeto, na aplicação e na manutenção destes materiais na construção civil. Em vista disto, este trabalho tem o objetivo de fazer um resgate sistemático das técnicas construtivas das coberturas de alguns Hotéis de Selva visitados no Estado do Amazonas. Entrevistas com construtores locais, observações das construções \"in loco\" e a análise das bibliografias levantadas, ajudaram a identificar os principais problemas encontrados, propondo a partir daí alternativas de detalhes projetuais e de execução, diretrizes de manutenção e reparos para garantir um maior desempenho destas envoltórias frente aos impactos da agressividade da Floresta Amazônica, tendo como parâmetros fundamentais a Exeqüibilidade e a Durabilidade do sistema escolhido garantindo assim uma maior adequação da edificação ao meio-ambiente em questão. / With the increase of the Brazilian ecotourism start to be implantated many ecolodges in the Amazonian Forest (especially nearby Manaus City), this happening brought back the large utilization of natural resource disposables on the region, like native palm leaves and several wood species, for the roof sheathing of these tropical hotels, on the other hand, there are very few technic studies about the variables that interfere on the architectonic project, the aplication and the maintenance of these constructive materials. In this aspect, this work has the purpose to make a systematic ransom of the vernacular constructive technics that were used on some hotels existing in the Amazonas State. From the bibliographies that were consulted, the interviews made with the constructors and from the observations of the lodges\' roofs on site, helped to identity the main problems that were found, proposing from then alternatives of projectual and constructive details, maintainable and treatment directives to ensure a better durability of the roofs against the impacts of the environment\'s aggressiveness, having as fundamental parameters the buildbility and the durability of the constructive system chosen and assuring a greater adaptation of the edification at the Amazon too.

Este trabalho busca avaliar a eficiência energética e o conforto, em ambiente climatizado artificialmente, dos Hotéis Econômicos de redes internacionais em São Paulo. A avaliação levada a cabo concentrou-se nas unidades habitacionais (UH) desses hotéis, principal produto oferecido por eles, possuidoras de sistema de ar condicionado (SAC), apesar das condições climáticas e das características do uso não determinarem essa necessidade. Com base nos levantamentos sobre as características dos Hotéis Econômicos, foi escolhido um hotel de uma rede internacional em São Paulo como estudo de caso. Nele, avaliou-se o desempenho térmico por meio de medições de temperatura e umidade relativa do ar em duas UH, durante cinco dias. As características físicas desse hotel foram utilizadas como modelo-base para as simulações computacionais realizadas no software TAS NG (2005). A partir dos resultados obtidos nas medições, definiram-se os critérios que seriam utilizados nas variações do modelo paramétrico, resultando em um total de sete cenários, com diferentes características como: vidros, cortina interna, taxa de ventilação e período determinado para ventilação. Levando-se em conta as condições climáticas da cidade de São Paulo e as características físicas e ocupacionais dos apartamentos, verificou-se que é possível obter conforto térmico sem o uso de SAC. Nessas condições, utilizou-se como critério de avaliação o modelo adaptativo da Norma ASHRAE 55 (2004). Os dados dos dias mais representativos de verão e inverno forma utilizados na análise dos ganhos de calor. Foi também avaliado, para o período de um ano, o consumo de energia elétrica do SAC, para resfriamento e aquecimento. Os resultados obtidos auxiliaram na proposição de recomendações de projeto para essa tipologia, buscando soluções que aprimoram o aproveitamento das condições naturais favoráveis para a obtenção de conforto térmico, possibilitando a redução do consumo de energia decorrente do SAC nestes ambientes. Para ilustrar algumas recomendações foram feitos estudos preliminares para as UH e para o pavimento tipo, considerando a integração do SAC com soluções de projeto de arquitetura que favoreçam o melhor desempenho energético de Hotéis Econômicos ou de qualquer categoria. / This work aims to evaluate the energy efficiency and comfort level, in airconditioned environments of budget hotels, from international chains, in São Paulo, Brazil. The evaluation was directed to the apartments which are the hotels main product featuring air conditioning, even though the climate conditions and usage profile dont determine its need. One hotel from an international chain was chosen as a case study based on research of budget hotels main features. The hotel had its thermal performance evaluated through air temperature and humidity measurements, in two apartments, for five days. Its physical characteristics were inputted into the TAS NG (2005) software as a base model for simulations. The measurements results defined the criteria used in the parametric model, resulting in a total of seven scenarios with different characteristics such as glass, internal shades, ventilating rates and period. Considering São Paulos climatic conditions, the physical and occupational characteristics of the apartments, it was verified that it is possible to reach thermal comfort without the use of air conditioning. The evaluating criterion used in these conditions was an adaptive model from the ASHRAE 55 (2004) Norm. Data from the most representative days of summer and winter were used in the analysis. There was also an evaluation of the energy consumption of the air condition- ing system, used for cooling and heating purposes, for a period of one year. The results favored the proposal for project recommendations for this typology, seeking solutions to improve the capacity to harness the favorable natural conditions to obtain thermal comfort, allowing for energy consumption reduction due to air conditioning. To illustrate the recommendations some preliminary studies were prepared for the apartments and pavement type, considering the integration of the air conditioning system with architectural design solutions that favor a better energy performance of budget hotels or of any other category.

Com o crescimento do ecoturismo no Brasil, iniciaram a ser implantados vários empreendimentos turísticos na Amazônia, principalmente nas proximidades da cidade de Manaus, este acontecimento fez com que a utilização de recursos naturais disponíveis na região, como folhas de palmeiras nativas e espécies de madeira, voltassem a ter grande emprego como material de revestimento nas coberturas destas edificações. E em contrapartida, raros são os estudos das variáveis que interferem no projeto, na aplicação e na manutenção destes materiais na construção civil. Em vista disto, este trabalho tem o objetivo de fazer um resgate sistemático das técnicas construtivas das coberturas de alguns Hotéis de Selva visitados no Estado do Amazonas. Entrevistas com construtores locais, observações das construções \"in loco\" e a análise das bibliografias levantadas, ajudaram a identificar os principais problemas encontrados, propondo a partir daí alternativas de detalhes projetuais e de execução, diretrizes de manutenção e reparos para garantir um maior desempenho destas envoltórias frente aos impactos da agressividade da Floresta Amazônica, tendo como parâmetros fundamentais a Exeqüibilidade e a Durabilidade do sistema escolhido garantindo assim uma maior adequação da edificação ao meio-ambiente em questão. / With the increase of the Brazilian ecotourism start to be implantated many ecolodges in the Amazonian Forest (especially nearby Manaus City), this happening brought back the large utilization of natural resource disposables on the region, like native palm leaves and several wood species, for the roof sheathing of these tropical hotels, on the other hand, there are very few technic studies about the variables that interfere on the architectonic project, the aplication and the maintenance of these constructive materials. In this aspect, this work has the purpose to make a systematic ransom of the vernacular constructive technics that were used on some hotels existing in the Amazonas State. From the bibliographies that were consulted, the interviews made with the constructors and from the observations of the lodges\' roofs on site, helped to identity the main problems that were found, proposing from then alternatives of projectual and constructive details, maintainable and treatment directives to ensure a better durability of the roofs against the impacts of the environment\'s aggressiveness, having as fundamental parameters the buildbility and the durability of the constructive system chosen and assuring a greater adaptation of the edification at the Amazon too.

El presente proyecto responde a la necesidad de mantener, conservar y sostener en el tiempo, uno de los destinos naturales de nuestro país, como son las dunas del Desierto de Paracas, cuyo valor se trata de potenciar al crear un Ecolodge con énfasis en la Arquitectura Bioclimática. Paracas, a pesar de ser uno de los destinos preferidos por los turistas nacionales y extranjeros, no cuenta con una capacidad hotelera que pueda satisfacer los nuevos requerimientos en cuanto a hoteles con principios ecológicos. En tal sentido, se plantea un Ecolodge, donde el diseño y elementos constructivos a utilizarse estarán básicamente en función del clima de Paracas que se muestra soleado durante todo el año y acompañado de fuertes vientos. Esta nueva modalidad de hospedaje, se sustenta en principios de conservación y protección del medio ambiente, así como en el mejor aprovechamiento de la energía solar cuyos pilares son la captación, acumulación y distribución eficiente de la energía generada. Se toma en cuenta también el manejo de residuos, y el consumo responsable del agua con la finalidad de poderla reutilizar a través del sistema de riego por goteo, y generando además programas que beneficien directamente al desarrollo de la localidad y sus comunidades. / The purpose of this project is to maintain, preserve, and sustain throughout time, one of the main ecotourism destinations in our country, such as the Paracas Desert dunes. We aim to increase the value of this location through the development of an Ecolodge, with a focus on Bioclimatic Architecture. Given that Paracas is one of the preferred destinations by both foreign and local tourists, its main issue revolves around the lack of hotels that can satisfy new requirements in terms of ecological principles. In this context, raices the idea of an Ecolodge, where the design and building materials used will be selected in accordance with the Paracas climate, which is comprised of year-long sunshine accompanied by strong winds. The new hospitality approach is based upon conservation and environmental protection principles, as well as an improved use of solar energy, whose pillars include the collection, accumulation, and efficient distribution of energy. Waste management and responsible consumption of water is taken into account as well, with the purpose of re-utilizing water via a drip irrigation system. Finally, the strategy will ultimately generate programs that will directly benefit the development of local communities. / Tesis

Το Internet επεκτείνεται και οι χρήστες του αυξάνονται με ρυθμούς γεωμετρικής προόδου. Ήδη διαδραματίζει καθοριστικό ρόλο στην ταξιδιωτική βιομηχανία. Και στην πραγματικότητα αποτελεί την κύρια δεξαμενή άντλησης οποιασδήποτε μορφή πληροφόρησης της ταξιδιωτικής βιομηχανίας. Αν και αποτελούν νέες σχετικά έννοιες τα δίκτυα κοινωνικής ενημέρωσης αλλά και το περιεχόμενο (UGC) που παράγεται από τους καταναλωτές κερδίζουν συνεχώς μερίδιο στους ταξιδιωτικούς καταναλωτές και έτσι επηρεάζουν όλο και πιο έντονα τις αποφάσεις τους. Οι αποφάσεις τους αυτές έχουν σαν συνέπεια να αυξάνουν όλο και περισσότερο το μέρος της τουριστικής ζήτησης που μετακινείται προς το ηλεκτρονικό εμπόριο. Αφού εξεταστούν οι επιπτώσεις του UGC, στην ταξιδιωτική βιομηχανία, στην οποία οι μονάδες φιλοξενίας έχουν το μεγαλύτερο μερίδιο αγοράς, η έρευνα αυτή θα εστιαστεί κυρίως στις επιπτώσεις που ήδη έχει επιφέρει, στις ξενοδοχειακές μονάδες του ευρύτερου κέντρου της Αθήνας. Θα εξετάσει διεξοδικά τις συσχετίσεις που επιφέρουν τα reviews των καταναλωτών στον καθορισμό της τιμής των ξενοδοχείων, θα εξετάσει τις συσχετίσεις που μπορούν να έχουν οι παρεχόμενες υπηρεσίες των ξενοδοχείων στην διαμόρφωση των βαθμολογιών των κυριότερων ταξιδιωτικών σελίδων. Θα γίνει μία καταγραφή των κυριοτέρων από αυτές και θα επεξεργαστούν τα στοιχεία- σχόλια που έχουν οι επτά δημοφιλέστερες. Θα ερευνηθούν οι συσχετίσεις των βαθμολογιών με τις κατηγορίες των ξενοδοχείων της Αθήνας, τόσο σε επίπεδο αστέρων όσο και σε επίπεδο μεγέθους. Θα εξετάσει την συμπεριφορά των διάφορων ομάδων που στέλνουν σχόλια στο διαδίκτυο σε σχέση με τι διάφορες κατηγορίες των ξενοδοχείων. Επίσης θα ερευνηθούν οι διαφορές θερινής και χειμερινής τιμής και πως αυτές επηρεάζονται από την αξιολόγηση των ταξιδιωτικών ιστοσελίδων, σε συνδυασμό με τις διάφορες κατηγορίες. Tέλος, θα ερευνηθούν οι συσχετίσεις των βαθμολογιών με τις τιμές και τα κύρια χαρακτηριστικά των ξενοδοχείων (παροχές, απόσταση από μέσα μεταφοράς, απόσταση από κέντρο κλπ.) αλλά και αντίστροφα το κατά πόσο οι τιμές επηρεάζονται και με ποιό πρόσημο και ένταση από τις αξιολογήσεις των ταξιδιωτικών ιστοσελίδων. Η επιρροή τους στην τιμή και επομένως στον ανταγωνισμό, μήπως οδηγεί σε "παραπλανητικά" σχόλια; Ποια η αξιοπιστία τους; Θα μετρηθεί με τεστ αξιοπιστίας όλων των ταξιδιωτικών ιστοσελίδων και θα συγκριθεί με υπάρχοντα επαγγελματικά εμπορικά εργαλεία. Τέλος, θα προσπαθήσει η έρευνα αυτή να βρει εργαλεία τα οποία με απλούς αλλά δόκιμους τρόπους θα προσπαθήσουν να εκτιμήσουν την τιμή που μπορούν να έχουν οι ξενοδοχειακές μονάδες και αν μπορέσουν να ξεπεράσουν τα reliability test, να εξεταστεί η δυνατότητα της εφαρμογής τους σαν ένας εναλλακτικός τρόπος τιμολόγησης, πέρα από τις συνήθεις μεθόδους τιμολόγησης κόστους και ανταγωνισμού. / The Internet expands and users are increasing at a rate of geometric progress. Already plays a key role in the travel industry. And the reality is the main tank pumping any form of information of the travel industry. Although these are new concepts for the networks social media and content (UGC-) produced by consumers are gaining market share in travel consumers and thus affect more and more strongly their decisions. Their decisions have resulted to increase more and more the part of tourist demand that moves toward e-commerce. After examining the effect of the UGC-, in the travel industry, in which the hospitality units have the largest market share, this research will focus mainly on the effects which already has brought ,the hotel units of the larger center of Athens. We will examine in detail the assignments which bring about the reviews of the consumer in determining the price of hotels, will examine the correlations which can have the services of hotels in configuration of scores of major travel pages. There will be a record of the main from them and draw up the data; reviews the seven most popular. We will investigate the correlations of the scores for each of the categories of hotels in Athens, both star and sizes. We will examine the behavior of the various groups to send comments on the internet in relation to what various categories of hotels. It will also investigate the differences between summer and winter price and that those affected by the assessment of travel sites, in conjunction with the various categories.Finally, will investigate the correlations of scores with the values and the main features of the hotel (facilities, distance from transport, distance from center etc. ) and vice versa whether prices are influenced and with what sign and intensity of the evaluations of travel sites. Their influence on price and therefore in competition, that leads to a "misleading" comments? What their credibility? Will be measured with test reliability of all travel sites and will be compared with existing professional commercial tools. Finally, we will try to research this to find tools with simple but trainee ways will try to appreciate the value that may have been the hotel units and if they can overcome the reliability test, to examine the possibility of implementing them as an alternative billing method, apart from the usual methods cost pricing and competition.

L'objectiu d'aquesta tesi és analitzar els preus hotelers, que inclouen tant el preu que cobra l'hoteler com el que paga el turista. Més en concret, aquesta tesi pretén entendre i explicar la política de preus del sector hoteler, utilitzant per aquest fi els conceptes, instruments i models de l'anàlisi econòmica. L'explotació exhaustiva dels catàlegs dels operadors turístics representa la principal aposta metodològica d'aquest treball. També s'han creat diferents bases de dades de preus hotelers, s'han explotat les dades i preus de guies hoteleres, i s'han fet enquestes als hotelers per conèixer el preu que paga un turista particular. Les aportacions més importants fan referència als preus del sector hoteler, que és el nucli principal del treball, i es podrien resumir de la manera següent:-Determinar com es determinen els preus en el sector hoteler-Conèixer el grau de competència entre operadors turístics-Disposar d'una evolució temporal i estacional dels preus dels hotels. En aquest sentit, la metodologia i les dades emprades podrien ser un punt de partida per elaborar una sèrie temporal de preus i d'aquesta manera corregir la mancança actual d'un índex de preus hoteler -Identificar els serveis i les característiques dels hotels que no tenen un preu explícit, però que resulten rellevants a l'hora de negociar uns preus superiors-Examinar les estratègies de preus d'alguns operadors turístics estrangers-I, en general, millorar el coneixement sobre els preus hotelers / The aim of this thesis is to analyse hotel prices, which include both the rate the hotel charges and what the tourist pays. More concretely, the thesis aims to understand and explain the charges policy of the hotel sector and uses to this end the concepts, tools and models of economic analysis.The exhaustive examination of tour operators' brochures is the main method used in this study. Various data bases of hotel charges were also created; the data and tariffs in hotel guides were used; and questionnaires were submitted to hoteliers on the tariffs a private tourist pays.The main contributions referred to the prices in the hotel sector, which is the central nucleus of the study, and can be summarised as follows:-To determine how tariffs are set in the hotel sector.-To find how much competition there is between tour operators.-To examine how hotel charges vary over time and seasonally. The methodology and data employed could be a starting-point for working out a series of charges over time, and so rectifying the current lack of an index of hotel prices.-To identify the services and characteristics of those hotels without an explicit charge, but which are relevant when the question of negotiating higher charges arises.-To examine the price strategies of some foreign tour operators.-And, in general, to extend knowledge of hotel tariffs.

Dissertação apresentada a Coordenação dos Programas de Pós-Graduação de Engenharia da Universidade Federal do Rio de Janeiro para a obtenção do grau de Mestre em Ciências em Planejamento Energético. / Dissertação (mestrado) - Universidade Federal do Rio de Janeiro, Coordenação dos Programas de Pós-Graduação de Engenharia, Rio de Janeiro, 2006. / Bibliografia: p.124-141 / Esta dissertação tem como principal objetivo analisar a viabilidade econômica da substituição dos sistemas convencionais de aquecimento de água por sistemas solares no setor hoteleiro, especificamente, em resorts, que possuem características de operação e consumo peculiares devido à grande diversidade de serviços oferecidos. Como a eficiência dos sistemas solares depende, dentre outros fatores, do grau de insolação e radiação solar da região em que vão ser implantados, escolheu-se a região Nordeste do Brasil devido às suas condições climáticas favoráveis. Os resorts têm grande preocupação com questões ambientais e um forte apelo ecológico, o que facilitaria a penetração de uma fonte de energia renovável, como a solar. / This dissertation aims at evaluating the economical viability of conventional water heating systems’ substitution by solar systems in hotels, particularly in resorts, whose operational and energetic characteristics show huge diversity of services. As the solar systems’ efficiency depends, among other factors, on the insolation degree and solar radiation at the installation local, the Brazilian Northeast region was chosen due to its favorable climate conditions. Resorts have a great concern about environment issues that would facilitate the penetration of a renewable energy source, such as the solar energy. It was researched the technology’s state of art and its installed capacity worldwide; a description of Brazilian hotels was made and it was evaluated the impact of the substitution of conventional water heating systems by the solar one in the sector energy consumption, through the savings perceived by the hotel during 20 years. An analysis to verify the results’ sensibility to some variables was also made and the final results confirm the project viability.

Made available in DSpace on 2016-08-02T21:42:38Z (GMT). No. of bitstreams: 1 Wilson Moises Paim.pdf: 787318 bytes, checksum: 77fe4c3321b0d98193288af05a941cf7 (MD5) Previous issue date: 2014-07-21 / The disorderly urban development and a lack of an efficient public policy have prompted to a diversification of management to natural resources, mainly when are referring to water system and sanitations. The regulatory framework excised in 80 s decade established the public policy for the natural environment, which also brought new advance topics about that, triggering a numbers of actions that turned not only for bureaucratic structure and prevention, but also for solutions to the degradation and natural resources depletion. With the advent of the specific watershed source protection laws and the São Paulo State law number 13.579/09, that cares about Billings reserve area, it is notable an advance related to management issues of development and protection of the characteristics of its location. The government used practices of the law against environmental crimes as some public policy tools tactics to contain actions refers to the environment damaged. The objective of this research, is to analyze some possible discrepancies between the financial penalties applied when occurs environmental infractions and the Models of environmental evaluation assets, to affect a simulation of deploying a hotel within protected areas and recovery watershed source at São Bernardo County located in São Paulo State. The development of this research it was based on Modified Replacement Cost (MRC) to dimension the possible impacts brought from the Enterprise Lodge Inn and its respective economic values. After, the environment impacts were related to county laws to determined values with possible fines applied to the damage caused by those companies. Among the results raised, it was verify a significant discrepancy between economic valuation and the fines applicable, which means the impacts of fines applied against impermeability of soil and groundwater contamination becomes respectively with the different total amounts of R$ 804.922,78 and R$ 453.333,33. In the beginning of the methodology used in this research, it could notice that the fines applied in cases of damage to the environment sometimes doesnt achieve the objective of the protection, which is to inhibit the action of the offender, because the real economic cost doesnt measure the value of the penalty by the time is applied / O crescimento desordenado e a ausência de políticas públicas mais eficientes levaram a uma diversificação quanto ao uso dos recursos naturais, principalmente no que se refere à água para o saneamento básico. O marco regulatório estabelecido na década de 1980 registrou as políticas públicas para o meio ambiente, que trouxeram avanços sobre o tema, desencadeando uma série de ações voltadas tanto para a estrutura burocrática e da prevenção, quanto solução para os problemas de degradação e esgotamento dos recursos naturais. Com o advento das leis específicas de proteção aos mananciais e mediante a lei 13.579/09 do Estado de São Paulo que trata sobre a área da Billings, percebeu-se um avanço na questão do gerenciamento para proteção e desenvolvimento de acordo com as características da região. Instrumentos de políticas públicas para conter as ações referentes aos danos causados ao meio ambiente, como a lei contra crimes ambientais foram às ações práticas do Estado para conter tais ações. O Objetivo desta pesquisa é analisar as possíveis discrepâncias entre as penalidades financeiras aplicadas na ocorrência das infrações ambientais e os modelos de valoração dos ativos ambientais, utilizando a simulação de implantação de um hotel em áreas de proteção e recuperação de manancial no Município de São Bernardo do Campo no Estado de São Paulo. O desenvolvimento da pesquisa se baseou no método de custo de reposição (MCR) para dimensionar os possíveis impactos gerados por um empreendimento hoteleiro e seu respectivo valor econômico. Posteriormente, os impactos ambientais foram relacionados com a legislação do município para determinar os valores das possíveis penalidades aplicáveis ao dano causado. Dentre os resultados levantados, verificou-se uma significativa discrepância entre a valoração econômica e as multas aplicáveis, sendo que nos impactos referentes a impermeabilidade do solo e contaminação do lençol freático, com diferenças superiores em relação às penalidades de R$ 804.922,78 e R$ 453.333,33 respectivamente. A partir da metodologia aplicada na pesquisa, observou-se que as penalidades incidentes em casos de danos ao meio ambiente, muitas vezes não atinge o objetivo, que é inibir a ação do infrator, pois o real custo econômico não é medido na aplicação do valor da multa.