Category Archives: Guest Issues

by | August 20, 2013 · 6:06 am

Hospitality Industry Crime Risks: Florida Hotels Plagued By “Mini Meth Labs” Transported In Suitcases; Thousands To Make Room Safe Again

“…the (hotel) manager said despite the lab being small it had cost thousands to make the room safe again and he felt there was little he could do to stop it happening again…mix of precursor chemicals and substances used in drug production, drug lab Hotel Meth Lab Riskssites have been known to cause explosions, flash burns, fires, toxic fumes, poisonous gases, damage to the environment, injury to members of the community and even death…the equipment used to make the labs was easily sourced from hardware stores and included anything from jars and beakers, to soft drink bottles and plastic tubing…for each lab uncovered, there are about 10 that aren’t…”

MINI drug labs small enough to fit inside suitcases are being set up in high-end, inner-city Gold Coast hotels to feed an illicit substance epidemic.  And Gold Coast hotel managers say they are unable to stop it. Police and even hotel cleaners reveal the city is one of the most popular targets for drug makers, who use hotel bathrooms to “cook” methamphetamines and then take them in limited supplies to popular Coast nightspots.

Statistics obtained by a Gold Coast Bulletin Right to Information request show 32 clandestine drug labs have been busted on the Coast since January 2012, and at least nine were found in units.

Meth Lab Cleanup director Jenny Boymal said they were just the tip of the iceberg.

For more:  http://www.goldcoast.com.au/article/2013/08/20/456662_crime-and-court-news.html

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by | August 17, 2013 · 7:12 am

Hospitality Industry Legal Risks: Texas Motel Sued By Guest Injured When “Defective Chair” Collapsed; “Latent, Unreasonably Dangerous Condition”

“…As he prepared for bed, he sat down in a chair to remove his boots…the chair collapsed under plaintiff causing him injury, the suit states. The Hospitality Industry Injury Lawsuitsdefective chair presented a latent, unreasonably dangerous condition…(the plaintiff) injured his left forearm, ribs and back when the chair collapsed, for which he seeks damages within the jurisdictional limits of the court…”

While staying at a Comfort Inn in Orange, Allen Doverspike, an Oklahoma resident, sat in a chair and began to take his boots off when the chair collapsed. Seeking less than $1 million for his injuries, Doverspike filed suit against Hospitality Operations on Aug. 5 in Jefferson County District Court.

According to the lawsuit, on Jan. 30 Doverspike checked into the Orange Comfort Inn.

The suit asserts the defendant should have repaired or replaced the chair.

For more:  http://setexasrecord.com/news/288232-man-sues-motel-after-chair-collapses-while-taking-off-boots

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by | August 16, 2013 · 5:58 am

Hospitality Industry Technology Solutions: Hotel And Restaurant “Mobile Websites” Rank Highest In Performance, Customer Engagement According To Recent Study; Mobile Payments To Reach $90 Billion By 2017

Hospitality Technology Reveals Results of 2013 Customer Engagement Tech Study

For more:  http://hospitalitytechnology.edgl.com/home

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by | August 14, 2013 · 1:25 am

Hospitality Industry Information Risks: “Cyber-Risk Insurance” Protects Businesses Against “Data Breaches”

…CFOs are looking for insurance against cyber threats. In the past few years,  cyber-risk coverage has become one of the fastest- Cyber Risk Insurance Graphicgrowing businesses for insurers…Businesses, government agencies, hospitals and schools in  the U.S. reported 343 data breaches this year through July, reports CFOJ’s  Maxwell Murphy. That exceeds the number reported in all of 2006 and puts 2013 on  pace for 588 breaches, the most since 2010…”

Data breaches have been on the rise after a dip in the past two years, and experts say the publicly disclosed breaches of computer networks may be only a  fraction of the total.

Cybersecurity used to be something that Ciena CFO James Moylan Jr. delegated. But now he spends as much as 10% of his time making sure  Ciena and its technologies are protected from hackers, cutthroat competitors and other potential cybercriminals. “With all the things that have been in the  news—hackers and, frankly, the Chinese—it’s all caused us to think about” how to cut the potential cost of a data breach, he says. The average cost of a breach  is about $188 per stolen record, and the average loss per incident is $9.4 million, according to a study last week from the Ponemon Institute.

For more:  http://stream.wsj.com/story/latest-headlines/SS-2-63399/SS-2-300092/

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by | August 13, 2013 · 6:00 am

Hospitality Industry Legal Risks: Louisiana Motel Sued For “Negligence” After Guest Falls Down Flight Of Stairs; Claims Poor Lighting Led To Injuries

“…The lawsuit is seeking an award of damages for medical expenses, loss of impairment of earnings or earning capacity, physical pain, mental Hospitality Industry Injury Lawsuitsanguish, physical impairment, physical disfigurement, mental impairment, loss of society and/or consortium, mental anguish, loss of household services, interest, court costs and attorney’s fees…”

A Super 8 Motel in Alexandria, La., is being sued after a guest fell down a flight of stairs due to poor lighting. Sonya Lynn Moore and J. David Moore filed suit against Super 8 Worldwide Inc., H.L. & H. Holding Co. Inc., Wyndham Worldwide Inc., individually and doing business as Wyndham Hotel Group, on July 3, 2013 in Jefferson County District Court. The defendants removed the case to Eastern District of Texas, Beaumont Division on Aug. 8.

The plaintiffs were guests on the premises of the Super 8 Motel in Alexandria on Jan. 24, 2013, when Sonya Moore allegedly fell down a flight of stairs.

The defendants are accused of negligence due to a lack of adequate lighting.

For more:  http://setexasrecord.com/news/288075-super-8-motel-sued-after-guest-falls-down-stairs

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by | August 12, 2013 · 5:53 am

Hospitality Industry Property Risks: Florida Resort Building Damaged As “Large Sinkhole Opens Up”; 30 Percent Of Three-Story Structure Collapses

“…(guests) could hear a cracking sound as the villa began sinking. A large crack was visible at the building’s base…most sinkholes are small. Hotel Resort Sinkhole DamageSinkholes can develop quickly or slowly over time…they are caused by Florida’s geology — the state sits on limestone, a porous rock that easily dissolves in water, with a layer of clay on top. The clay is thicker in some locations making them even more prone to sinkholes…Other states sit atop limestone in a similar way, but Florida has additional factors like extreme weather, development, aquifer pumping and construction…”

A sinkhole caused a section of a central Florida resort villa to partially collapse early Monday, while another section of the villa was sinking, authorities said. About 30 percent of the three-story structure collapsed around 3 a.m. Monday, Lake County Fire Rescue Battalion Chief Tony Cuellar said. The villa at the Summer Bay Resort had already been evacuated and no injuries were reported. Cuellar said authorities were also concerned about another section of the villa, which was sinking.

The sinkhole comes five months after one elsewhere in Florida killed a man. Monday’s sinkhole, which is in the middle of the villa, is about 40 to 50 feet in diameter, Cuellar said. He said authorities think it was getting deeper but couldn’t tell early Monday if it was growing outward.

The villa houses 24 units and about 20 people were staying in it at the time, Cuellar said. Authorities were called to the scene, about 10 miles west of Disney World, late Sunday where they found that the building was making popping sounds and windows were breaking.

For more:  http://www.dailynews.com/news/ci_23843301/huge-florida-sinkhole-causes-resort-villa-partially-collapse

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by | August 11, 2013 · 6:03 am

“2014 Hospitality Law Conference” Sponsored By HospitalityLawyer.com On February 10-12 Features Industry Legal, Safety And Security Solutions

2014 Hospitality Law Conference-page-001

2014 Hospitality Law Conference-page-002

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by | August 8, 2013 · 5:50 am

Hospitality Industry Technology Solutions: Hotel, Restaurant Guests Will Soon “Check-In And Make Payments” Using Mobile Phones Offering “Secure Software Applications With Facial Recognition Technology”

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Using the PayPal app for iOS, Windows Phone and Android, wallet-less shoppers can track down stores that accept PayPal’s “check in to pay” service. The customer then checks in to the shop where they need to make a payment, paying by sliding a pin down in the app. The shopper’s credentials then appear on the shopkeeper’s PayPal app, with the photo and name appearing to identify the person who has asked to make the payment, allowing the shopkeeper to then confirm the sale.

PayPal are trialling a new scheme in the Richmond shopping precint of London that will allow shoppers to have their PayPal payments confirmed by their profile pictures. The Richmond shops first to test out the new check-in service include Cook & Garcia, The Farmery, The Tea Box, The Bingham Hotel, Revolution, Caffé Paolo, The Cedar Coffee Shop, Urban Diner, Pier 1 Fish and Chips,  Noble Jones, Hill Café and Knot Coffee and Pretzel.

“PayPal first brought ‘pay by mobile’ to the UK high street two years ago,” said Rob Harper, Head of Retail Services at PayPal

“Through our Richmond initiative, we’re pleased to help local businesses of all sizes offer a new more personal experience, while never having to turn away customers who don’t have enough cash on them to pay. Now locals in Richmond can leave their wallet or purse at home and be the first in the country to use their profile picture to pay.

“This is another step on the journey towards a wallet-less high street, where customers will be able to leave their wallet or purse at home and pay using their phone or tablet. We predict that by 2016 this will become a reality.”

For more:  http://www.techdigest.tv/2013/08/paypal_to_let_y.html

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by | August 6, 2013 · 12:51 pm

Hospitality Industry Crime Risks: New York Restaurant Employees Arrested For Identity Theft; Skimming Device Used To Steal 30 Customer Credit Cards

“…four (employees) were arrested…(and) found to have outstanding federal warrants for deportation and turned over to the Department of Hospitality Industry Identity TheftHomeland Security…Heng Li, 27 of Brooklyn had a credit card skimming device and a counterfeit Michigan ID card.  He was charged with possession of a forged instrument, scheme to defraud, unlawful possession of a skimmer device and unlawful possession of personal identification information, it is also believed he is in this country illegally…”

The Bethlehem Police Department raided the Golden Town Buffet Monday morning in connection with an identity theft investigation.  The restaurant is located at 385 Route 9W in Glenmont.

According to the department, customers credit card and debit card information was compromised after they ate at the restaurant sometime between June 14th and August 5th.  Bethlehem Police are asking anyone who used their card at the restaurant during that time frame to check their bank statements and immediately report any fraudulent transactions to their respective bank and local law enforcement agency as soon as possible.

The Bethlehem Police are being assisted in this investigation by the Albany Police, Colonie Police, New York State Police New Scotland, New York State Police Clifton Park, East Greenbush Police, US Secret Service and Department of Homeland Security.

Li was arraigned in the Town of Bethlehem Justice Court on Monday evening and remanded to the Albany County Jail without bail.  He is due back in court on Thursday.

For more:  http://www.cbs6albany.com/news/features/top-story/stories/police-golden-town-buffet-customers-credit-debit-card-information-stolen-10092.shtml

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by | August 4, 2013 · 8:33 am

Hospitality Industry Safety Solutions: Hotels Must Increase “Value-Added Security Services” For Female Guests; $125 Billion Spent By Women On Travel

“…Women-young, old, single, married, widowed and gutsy are fueling an explosive growth in the travel industry. Estimates are that women will Hotel Safety Concerns For Female Travelersspend some $125 billion on travel in the next year.” With such staggering projected growth, it is exponentially beneficial for hotels to cater specifically to this market. More importantly, catering to this trend is necessary to remain competitive in the market, and a quintessential underlying value of all lodging establishments: safety for its guests with special attention to female travelers…”

Here are several security tips for hoteliers that will be perceived as value-added and appreciated services by female travelers. These suggestions from a hotel expert prospective to bolster the security for female guests include:

  • When female guests are checking into the hotel, the front desk staff should not call out her name or room number as a precaution.
  • Bellhops and front desk staff should be encouraged to be honest with the female guests about night travel alone. In any case the guest insists on leaving, the hotel should provide them with access to reliable transportation service that is trusted by the hotel agency.
  • Hoteliers should suggest rooms that are closer to the elevators to prevent women from walking down long halls or corridors. Women should be given rooms that are not on the first floor with a window or sliding glass door.
  • Place a card in each guest’s room with safety tips, like “Never place your room key card down unattended. If you do notice that the card is missing, you should contact the front desk immediately.” This is a very inexpensive way to inform women travelers that the hotel is focused on their security.
  • For the safety of your establishment, discourage employees from fraternizing with guests. This opens a huge door for liability lawsuits, and it is just not professional.
  • If the hotel doesn’t have valet service, female guests should be escorted to their vehicle, especially at night. The kind gesture will be appreciated and offer the female guest an added level of security. Additionally, it will add a significant amount of value to her stay with the hotel.
  • When a female guest checks-in, the bellhop should perform a brief security check of the room with the female guest standing in the doorway or where she feels comfortable. This quick check includes testing the windows to make sure they are locked and an explanation of the emergency exits and how to contact the hotel staff for help.

For more:  http://www.expertclick.com/NRWire/Releasedetails.aspx?id=46609

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