Category Archives: Guest Issues

by | April 3, 2014 · 8:58 am

Hospitality Industry Technology Update: “How to Protect Your Online Presence”

“…Starkov suggests that franchisees put pressure on the brands to gain access to their own listings so they can better manage their online reputation. Image ‘If there is no ownership of the listing and no responses from the property, even the positive reviews don’t sound credible,’ he says. ‘And negative reviews without a response sends a signal that the hotel doesn’t care’…”

In January, spammers hijacked official website links for thousands of hotels listed within Google+ Local, rerouting visitors to third-party booking services. Since these listings feed results into Google Search, Maps, and Hotel Finder, Google worked quickly and quietly behind the scenes to correct the links. And despite the irritation of this hack, there are key takeaways for hoteliers that can help them protect their online presence.

For more: http://www.lodgingmagazine.com/how-to-protect-your-online-presence/

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Filed under Guest Issues, Hotel Industry, Management And Ownership, Social Media, Technology

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by | April 2, 2014 · 9:03 am

Hospitality Industry Management Update: “The Accessibility Puzzle: Navigating ADA Requirements”

“…In new construction and renovations, architects often fail to provide an appropriate variety of accessible rooms that would offer guests with disabilities options comparable to those available to non-disabled guests, Vu says. Image ‘This can be a very expensive mistake. Oftentimes hotels are purchased without a thorough ADA review so that the new owners are unaware of the issues present at their new hotel’…”

In the years since the passage of the Americans with Disabilities Act of 1990, the lodging industry has faced many hurdles—and many opportunities—in implementing the far-reaching civil rights law. The past two decades have been a mixed bag of regulatory enforcement, litigation, and gradual recognition of the roles ADA and accessible design play in our industry. Since 1990, hoteliers have spent billions of dollars making their facilities accessible to individuals with disabilities in compliance with the ADA, not only because it’s the law but also because it’s their mission to make all guests feel comfortable and welcome.

“ADA compliance for new properties is easier than older ones since new hotel compliance standards usually come from the brands,” says Raj Shendge, COO of Ohio-based SAP Hotels. ADA compliance for older properties is trickier. He notes that when rules change in the middle of the game it becomes much more difficult. “No lawyer, city official, fire marshal, brand manager knows what is happening.”

For more: http://www.lodgingmagazine.com/the-accessibility-puzzle-navigating-ada-requirements/

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by | April 1, 2014 · 8:36 am

Hospitality Industry Management Update: “Non-Refundable Room Rules Leave Some Hot About Hotels”

“…’As non-refundable rooms become more prevalent, and I think they will, hotels will more than likely adopt policies such as offering rebooking opportunities for a fee orImage a 24-hour grace period for canceling a non-refundable booking,’ says Stephen Barth, hospitality law professor at the University of Houston…”

If you think the airline industry doesn’t do anything right, think again.

A few weeks ago, Brian Crummy had to pay for the same night twice at two different hotels.

The reason: His plans changed, and the rate he’d booked was completely non-refundable and non-changeable, even when he waved his diamond elite card at the receptionist.

“They would not budge,” says Crummy, a sales manager from Gilbert, Ariz. “I feel like the hotels bank on me taking the advance-purchase rate to save money, in hopes that my plans change and they can cash in.”

Are airlines any better? Well, kinda.

For more: http://www.usatoday.com/story/travel/hotels/2014/03/31/non-refundable-hotel-room/7127665/

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Filed under Employee Practices, Guest Issues, Hotel Industry, Management And Ownership, Training

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by | March 25, 2014 · 8:35 am

Hospitality Industry Legal Update: “Bed Bug Lawsuits: Reducing Your Clients’ Risk”

“…Your clients, of course, are responsible for their own actions, or lack of action, when dealing with bed bugs. But there are actions you can take to help your clients avoid these kinds of deviations, minimize their risk of lawsuits, and reduce their liability if a lawsuit is ultimately filed. Of course, by doing so, you also reduce your own liability and risk from any bed bug litigation. But you must be proactive…”

Until they experience a bed bug crisis first hand, property managers usually can’t comprehend the full impact on their property. Most fail to appreciate just how difficult it is to control bed bugs once they have spread and become established.

That’s why property managers often address bed bug complaints with the same casual approach as complaints about cockroaches or ants. They typically do not respond aggressively, at the first sign of trouble, and before the bed bugs become entrenched and spread to other areas of the building. And property managers often resist investing the time, money and effort necessary to control a bed bug outbreak. That puts both of you at risk of a lawsuit.

For more: http://www.pctonline.com/pct0314-bed-bug-lawsuits.aspx

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by | March 21, 2014 · 8:23 am

Hospitality Industry Liability Update: “3 People Killed in Deadly Fire At New Jersey Hotel Read”

“…The New Jersey Hotel is only of few blocks from the beach and most of its guests work in the fishing industryImage or are building contractors in the area. Many of the residents at the hotel have been displaced by Hurricane Sandy and forced to stay in the hotel until they can afford to repair their homes…”

 

A deadly fire took the lives of three people and critically injured at least three more, when a New Jersey hotel burst into flames.

Mariner’s Cove Motor Inn at Point Pleasant Beach, suddenly caught fire early this morning and had firefighters struggling to control the flames.

The Jersey shore hotel was completely destroyed by the blaze and upon entering the building firefighters discovered the bodies of three guests that couldn’t escape the inferno.

For more: http://americanlivewire.com/2014-03-21-3-people-killed-in-deadly-fire/

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by | March 20, 2014 · 8:32 am

Hospitality Industry Liability Update: “Palm Springs Hotel Guest Died of Carbon Monoxide Poisoning, Coroner Says”

“…’There was a dangerous condition that posed an immediate and grave risk to the health of any customer,’ Kaufman said. Image‘It’s remarkable to me that a condition this dangerous could be allowed to persist for not days, but almost two weeks, and take the life of a successful, caring and wonderful man.’…”

An Ohio attorney whose body was found in a Palm Springs hotel room in November died of carbon monoxide poisoning, the Riverside County coroner’s office said Wednesday.

The Palm Springs Police Department has been investigating the death and will present its findings to the Riverside County district attorney’s office for possible criminal charges, said Palm Springs Police Lt. Mitch Spike.

For more: http://www.latimes.com/business/money/la-fi-mo-palm-springs-hotel-guest-died-from-carbon-monoxide-poisoning-coroner-says-20140319,0,5611674.story#axzz2wW6yGmmP

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by | March 18, 2014 · 8:39 am

Hospitality Industry Risk Management Update: “Stamford Hotel Worker Arrested for Sexually Assaulting Guest”

“…Police say that Oyola-Bandara knocked on the woman’s door at the Super 8 motel at 32 Grenhart Road at about 3:30 a.m. and told the woman, who has been a resident of the motel for some time, that he is there to fix something. ImageThe woman recognized the man as a hotel worker and let him in. Oyola-Bandara then pulled out a bottle of liquor and put two glasses on the table and began pouring the liquor into the glasses…”

A West Side hotel maintenance worker who talked his way into a 60-year-old woman’s room early Saturday morning and tried to force himself on her was arrested after police found the man asleep in the woman’s hotel room.

Carlos Oyola-Bandera, 35, of 501 West Main St., Stamford, was charged with attempted rape, unlawful restraint, criminal trespass, fourth-degree sexual assault and breach of peace. He was held over the weekend by police in lieu of a $50,000 court appearance bond and is being arraigned at the Stamford courthouse Monday.

For more: http://blog.ctnews.com/stamford411/2014/03/17/stamford-hotel-worker-arrested-for-sexually-assaulting-guest/

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Filed under Claims, Crime, Guest Issues, Hotel Industry, Liability, Management And Ownership, Privacy, Risk Management

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by | March 17, 2014 · 8:31 am

Hospitality Industry Technology Update: “The ‘Beacon-Enabled’ Hotel Of The Digital Age”

“…I mainly focused on automation and making the experience easier. The next step is to look at ways hotels can increase revPAR (revenue per room),Image which I will focus on in the next article. People have been talking about smart housing for a long time but that is over now. Smart hotels will be realised. The only question is: By who?…”

Our homes are becoming more and more connected to so-called ‘smart homes’ with smart tv’s, smart fridges, and smart lights. Hotels want to give the feeling of comfort and one way to achieve this is to replicate the feeling of being at home. Smart homes are the future and Hotels should embrace change and be at the forefront of technological innovation.

I have been blogging about iBeacon technology and how it could create a whole new experience in stadiums and museums. While many have been focusing on the marketing and shopping benefits of implementing the latest technologies I want to help you look further than that. I would like to introduce the smart hotel.

For more: http://www.hospitalitynet.org/column/global/154000392/4064433.html

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by | March 13, 2014 · 8:43 am

Hospitality Industry Risk Management Update: “NWC Student Dies in Fall at Denver Hotel”

“…Thamba’s death remains under investigation, according to Sonny Jackson, a spokesman for the Denver Police Department, but foul play is not suspectedImage….Thamba fell from a balcony at the Holiday Inn Denver East at 3333 Quebec St. between 3-4 a.m. Tuesday, Jackson said. How far he fell, and what caused the fall, have not been determined, Jackson said…”

An international student attending Northwest College died early Tuesday morning when he fell off a balcony at a Denver hotel.

Levy Thamba, of the Republic of Congo, Africa, began attending Northwest in late January. He apparently traveled to Denver during the college’s spring break.

For more: http://www.powelltribune.com/news/item/12164-nwc-student-dies-in-fall-at-denver-hotel

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by | February 18, 2014 · 8:43 am

Hospitality Industry Liability Risk: “Carbon Monoxide Leak At Westin Sends 9 To Hospital”

“…A total of 20 guests and employees were evaluated by paramedics, resulting in the transport of nine people to the hospital.  Four employees who worked in the area of the hotel’s laundry roomImage were transported by paramedic unit to the Hyperbaric Chamber at the University of Maryland Shock Trauma Center.  Five additional patients, four employees and one guest, were transported to local hospitals…”

For the second time in as many months, Anne Arundel County paramedics were alerted to the presence of dangerous levels of carbon monoxide on the scene of a call by carbon monoxide detectors carried on their medical equipment.  On Sunday February 16th just after 1:30 p.m., paramedics responded to the Westin Hotel, located at 1110 Old Elkridge Landing Road in North Linthicum to assist an employee who felt faint.  While assessing and treating the patient, the paramedics were alerted to the possible presence of carbon monoxide by their CO alarm.  They immediately requested additional assistance to the scene and began to evacuate the patient and others in the area.

Additional responding units checked other areas of the hotel and found excessive levels of carbon monoxide in various locations in the hotel.  Some levels were in excess of 700 parts per million- levels capable of causing serious injury with just two hours of exposure.  The seven story hotel was evacuated by firefighters going room to room on each floor to ensure all employees and guests had been evacuated.

For more: http://www.eyeonannapolis.net/2014/02/17/carbon-monoxide-leak-at-westin-sends-9-to-hospital/

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