Category Archives: Guest Issues

Hospitality Industry Guest Security Risks: California Hotel Rooms Targeted By Thieves As Guests Leave "Patio Doors Open During Nice Weather"

“…(thieves) targeted first-floor Hotel Zoso rooms with open patio doors and took electronics, money and credit cards that were left out in the open…timing it so all the tourists were going to dinner and leaving their patio sliders open because the weather was nice…”

Most of the desert’s 17,000 hotel and motel rooms are expected to be filled from mid-January to early May as season kicks into high gear, leaving the door open for petty thieves to attack.

A number of people fell victim to a Palm Springs hotel burglary spree from April to November because they made two errors that police want current visitors to avoid.

He said eight of the 14 thefts were in October when temperatures were higher and guests left their doors open.

Visitors may not want to keep doors ajar now because of cooler weather, but simply having more people in town increases the amount of potential burglary targets, officials say.

Kazen suggested travelers lock all doors, hide property and be aware of their surroundings to ensure their safety. “They’re just kind of common sense things,” he said.

But they’re also steps that Howard Bianco learned to follow the hard way about five years ago.

The 48-year-old Indio man stayed at a Best Western Inn near Los Angeles International Airport and left his curtain open as he stepped out for dinner one night.

“Someone looked in, saw my iPod and camera, and, long story short, I found the door bashed in and they were gone,” he said. “Never saw them again.” The experience taught Bianco to be more discreet when staying in hotels. He encourages others to do the same, he said.

 In the case of the Hotel Zoso burglaries, the thefts appeared to be crimes of opportunity where the suspect took items from open rooms he came upon by chance.

After climbing over a front wall, Thompson entered first-floor rooms, flipped security latches in case occupants tried to enter from the hallway and took whatever he found, Kovaleff said.

“Stuff small enough to carry,” the sergeant said. “He was in and out.”

Thompson was arrested Nov. 11 after police set up a sting at the hotel. As two officers hid in the bathroom, the suspect entered a room through an unlocked patio door.

For more:  http://www.mydesert.com/article/20120103/NEWS0801/201030305/Hotel-season-can-also-bring-out-some-burglars?odyssey=tab%7Ctopnews%7Ctext%7CFrontpage

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Hospitality Industry Guest Security Risks: Denver Hotel's "Room Key System" Malfunctions Locking Guests Out Of Rooms For Three Hours

“Shortly after midnight on New Year’s Eve, the hotel experienced a malfunction of the electronic room lock system. Once we became aware of the situation, we contacted the manufacturer of the system who provided technical support…”

Due to the inconvenience, the hotel gave guests refunds for the room.

Guests at the 628-room Denver Tech Center Marriott were locked out of their rooms when the clock struck midnight New Years. A room key malfunction kept guests out of their rooms from midnight until about 3 a.m.

Crowds of people packed into the lobby hoping to get key cards that worked. Others went to sleep in hallways. Hotel guests say it got pretty wild. “It was like a madhouse in there. It was crazy. I thought riots were going to start,” said Kyle Novak.

Denver Police say an officer called for assistance around 12:40 after a large disturbance in the parking lot. There were numerous reports of assaults and property damage.

In response to the incident Jennifer Atkins, the hotel’s general manager released the following statement.

 “We are sorry for the inconvenience this caused and are providing the night’s lodging free of charge to all registered guests. We will continue to work closely with the manufacturer of the lock system to better understand what may have caused the malfunction and will do what we can to prevent a similar malfunction from happening in the future.”

For more:  http://www.kwgn.com/news/kdvr-nye-guests-locked-out-of-denver-marriott-201211,0,7988711.story

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Hospitality Industry Property Risks: Wisconsin Hotel Guests Hospitalized From "Carbon Monoxide Leak" As Swimming Pool Heating System Malfunctions

“…carbon monoxide levels of 800 parts per million were detected in the swimming pool area and 957 parts per million in a mechanical room where a heating system apparently malfunctioned, causing the leak…”

“…Levels of 9 parts per million usually will prompt officials to evacuate a building…”

As many as 16 people at a hotel near Lambeau Field were hospitalized Friday night after becoming ill from an apparent carbon monoxide leak, officials said. Battalion Chief Ed Jarosz of the Green Bay Fire Department said at least two of the victims were children who became ill in the swimming pool area at the Hilton Garden Inn, 1015 Lombardi Ave.

Two children were transported by ambulance, and 14 others were taken to a hospital by private vehicles, Jarosz said.

Children had been playing in the swimming pool area about 45 minutes before they began feeling sick, he said.

For more:  http://www.greenbaypressgazette.com/article/20120101/GPG0101/201010565/Carbon-monoxide-leak-at-Hilton-Garden-Inn-in-Green-Bay-sends-16-to-hospital

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Hospitality Industry Employee Risks: Texas Hotel Uses Video Cameras To Identify Housekeeper Who Used "Portable Electronic Skimmer" To "Steal Guest Credit Card Numbers"

“…a number of guests who suspected someone had entered their rooms and stolen their credit card information, even though they were still in possession of their credit cards. Charges usually were applied to the credit cards several days after the guests had departed the hotel…”

“…While monitoring the hidden camera’s video feed real-time from the hotel security office, Jose Ramirez observed Margarita Fernandez Abreu remove a small device from her pants pocket and then slide approximately three of the debit cards through the device…”

The Stephen F Austin set up an elaborate ruse to trick a hotel maid into revealing she had stolen the credit and debit card numbers of hotel guests.

 Possible suspects in the case were narrowed down to maid Margarita Abreu, the only employee who had entered the room with an electronic key card. Knowing that, the hotel managers set up a hotel room that appeared to be occupied but wasn’t. A hidden camera was placed in the room that focused on the coffee table and debit cards.

 “Margarita also looked through the purse that was on the table as well. Margarita then concealed the device back in her pocket and continued cleaning the room.” After two detectives viewed the video and identified the object as a “card skimmer” that captured and saved the data. That data could be later downloaded and re-encoded to create “clone” credit cards.

Abreu was arrested on charges of credit card abuse, a state jail felony. Her bail was set at $15,000.

For more:  http://www.kxan.com/dpp/news/crime/video-shows-credit-card-theft

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Hospitality Industry Liability Risks: Hawaii Hotel Is Found "Liable" In "Slip-And-Fall Accident" As State Supreme Court Rules "Known Or Obvious Danger" Defense Not Viable

“…Michele R. Steigman sought to recover damages after suffering a slip-and-fall accident while she was a guest of Outrigger Enterprises’ Ohana Surf Hotel….The case went to trial, and a jury found that Outrigger was not negligent…”

“… in Hawaii, the known or obvious danger defense is no longer viable as a complete bar to an injured plaintiff’s claim in the context of premises liability.”

The Hawaii Supreme Court has ruled the “known or obvious danger” defense is no longer viable under state law as a complete bar to an injured plaintiff’s premises liability claim. Steigman’s appeal to the Intermediate Court of Appeals resulted in an affirmation of the trial court’s final judgment.

Steigman’s attorneys argued that the ruling goes against a comparative negligence law passed by Hawaii’s legislature in 1969 and modified several times.

The statue states: “Contributory negligence shall not bar recovery in any action by any person or the person’s legal representative to recover damages for negligence resulting in death or in injury to person or property, if such negligence was not greater than the negligence of the person or in the case of more than one person, the aggregate negligence of such persons against whom recovery is sought, but any damages allowed shall be diminished in proportion to the amount of negligence attributable to the person for whose injury, damage or death recovery is made.”

Therefore the court ruled the traditional “known and obvious danger defense” conflicts with that statute.

“Steigman contends that the traditional known or obvious danger defense conflicts with the Legislature’s intent behind the comparative negligence statute. We agree,” the court stated in its ruling.

For more:  http://www.insurancejournal.com/news/west/2011/12/27/228806.htm

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Hospitality Industry Alcohol Risks: Hotels And Restaurants Hosting "Office Parties And Charity Events" Need To Insure Against "Liquor Liability"

“…office parties and charity events…can provide opportunities for professionals to mingle casually with their co-workers and clients and can help boost employee morale…(but) they can also prove to be a liability for businesses that serve alcohol…”

“…when business owners host a holiday party and serve alcohol as part of the festivities, liquor liability would most likely be covered by their commercial general liability (CGL) policy…”

 “…In addition to a CGL policy, businesses should also consider purchasing an Employment Practices Liability Insurance (EPLI) policy. An EPLI policy will protect a business from discrimination, sexual harassment, emotional distress, and other workplace-related issues…”

  • Forty-four states plus the District of Columbia have enacted liquor liability laws
  • These laws make it possible for a plaintiff to hold those who serve alcohol to an intoxicated or underage person responsible for any damage or injury caused by these same individuals after they leave the party
  • Most of these laws also offer an injured person, such as the victim of a drunk driver, a method to sue the person who served the alcohol
  • There are circumstances under these same state laws where criminal charges may also apply
  • Liquor liability laws were intended originally to apply to taverns, bars, and other establishments selling and serving alcohol

However, the liability laws have expanded over time to include “social hosts” (such as those holding a holiday party in their home or business) in some states giving them some exposure to the risk of liability for serving alcohol.

“If you are throwing an office party where alcohol is served, you have a responsibility to make sure that your employees are capable of driving safely.”

For more:  http://insurancenewsnet.com/article.aspx?id=319206

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Hospitality Industry Health Risks: "Bed Bugs" Have Become Increasingly "Resistant To Chemicals" Used To Treat Hotel Infestations

These mostly nocturnal feeders are difficult to control, not only because they are adept at avoiding detection by crawling into creases of soft furnishing but also because they have developed a resistance to many of the chemicals that have been used to kill them.

Exposure to treated bed nets and linens meant that populations of bed-bugs had become resistant to the chemicals used to kill them, researchers said. The findings could help convince pest controllers to find alternative remedies to deal with the problem.

Since almost vanishing from homes in industrialised countries in the 1950s, populations of the common bed-bug have become re-established in these regions over the past decade or so.

Findings presented at the gathering in Philadelphia showed that 90% of 66 populations sampled from 21 US states were resistant to a group of insecticides, known as pyrethroids, commonly used to kill unwanted bugs and flies.

One of the co-authors – evolutionary biologist Warren Booth, from North Caroline State University in Raleigh – explained that the genetic evidence he and his colleagues had collected showed that the bed-bugs infecting households in the US and Canada in the last decade were not domestic bed bugs, but imports.

For more:  http://ehotelier.com/hospitality-news/item.php?id=22337_0_11_0_C

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Hospitality Industry Food Safety: "Top Restaurant In America" Fails Inspection By Chicago's "Food Protection Division"; Results Posted On New "Online Reporting System"

“…the most common infraction is improper food temperatures…what’s important is how quickly they are corrected…”

Beginning this November the City of Chicago made it easy for residents to check in on the health and safety record of their favorite restaurants with a robust and detailed web site. At the end of November a surprising entry showed up on the city’s newly launched site: the Michelin-starred Alinea restaurant failed a November 30 inspection.(Full disclosure, their four violations were immediately corrected.)

CLICK ON "CHICAGO" TO VIEW INSPECTIONS WEBSITE

Alinea is often referred to as the best restaurant in America, and its chef, Grant Achatz, draws rock star acclaim for his culinary inventiveness.

But it’s not immune to heatlh department inspections. According to the report on Cityofchicago.org, Alinea was less than stellar on its food safety to close the month of November. No one from Alinea was available for comment by press time.

  • Inspectors observed black mold growing on interior surfaces of the ice machine.
  • Inspectors observed employees failing to properly wash hands.
  • Inspectors observed hazardous food storage of purple cabbage and potato soup.

 All of the items in the November 30 report were corrected immediately, according to Public Health Commissioner Bechara Choucair.

That’s the benefit of the new city website, however. In the past, restaurants who failed inspection were listed on a pass/fail basis. The new web site allows users to dive into information and find out exactly what violations face the restaurant.

Source: http://www.nbcchicago.com/news/health/City-of-Chicago-Health-Departments-Online-List-Exposes-Alinea-135875908.html#ixzz1hBJvbBFy

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Hospitality Industry Property Risks: Thirty-Five Niagara Falls Motel Rooms Extensively Damaged By "Partying High School Students"; Difficulties In Collecting From Parents And School

“…The room was a prime example of the swath of destruction cut through the motel. Holes had been punched in the wall, furniture broken and bathroom ceiling tiles had been ripped out in the bathroom…”

“…Initial estimates the owners have received peg the amount of damage to between $50,000 and $100,000…”

“…(the owner) simply hopes that parents of the students will step up and take responsibility…That hasn’t happened so far…”

Thirty-five rooms at the Avenue Inn on Lundy’s Lane were rented to high school students from Welland’s Notre Dame College School the night of the school’s Christmas semiformal, which was held up the street at the Americana Resort and Conference Centre. Overnight on Friday, Dec. 9, 22 of those rooms were damaged extensively.

“I don’t want to see this happen again,” David Linqi Liu, general manager and co-owner of the Avenue Inn motel said as he continued to sift through the wreckage of what was once Room 135 at the motel. As he walks around the room, the crunching of broken glass beneath his feet can be heard.
“We’ve had a lot of parties here, but we’ve never had this much damage,” said Harry Liu, David’s son who helps his dad and mother, Ling Cao run the Avenue as he flipped through an album of photos documenting the destruction. “A toilet was smashed, furniture and beds were overturned, a door was kicked in, a door was broken. Even an oven door was ripped off and its glass broken.”
According to Robert Forget, the on-duty manager the night of the incident, police were called by a motel guest not associated with the party. “They did show up for a little bit but they told us it was our responsibility,” Forget said. “They said it was a civil matter, not criminal.”

For more:  http://www.niagarathisweek.com/iphone/news/article/1262771–students-wreak-havoc-in-falls

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Hospitality Industry Information Security: Study Finds Hotels Are "Prime Targets" For Financial Data Theft; "Infiltration Of Smartphones Through Bluetooth Technology"

“…Hotels also are prime targets for people looking to steal financial data. In a study of 200 data-breach cases, Trustwave’s SpiderLabs, the online security company’s research arm, found 38 percent occurred at hotels or resorts…”

Two key challenges for travelers involve the use of unsecured wireless networks at hotels, airports and other public venues and the infiltration of smartphones through Bluetooth technology.

Identity theft can be a rude awakening for many business travelers. Last year, identity theft made up 19 percent of the 1.3 million complaints stored in the Consumer Sentinel Network, a secure online database available to law-enforcement agencies.

Experts say business travelers are especially vulnerable because they increasingly rely on electronic devices that easily can be lost or hacked. Credant Technologies, a data-protection company, found that travelers have lost 11,000 mobile devices at the busiest U.S. airports this year, 37.5 percent of them laptops and 37.2 percent tablets or smartphones.

“You are 15 times more likely to have your identity stolen than to have your car broken into,” said Todd Davis, chairman and CEO of LifeLock, an identity-theft protection company.

For more:  http://www.delawareonline.com/article/20111218/BUSINESS/112180321/Identity-theft-risk-increases-when-traveling?odyssey=mod%7Cnewswell%7Ctext%7CBusiness%7Cs

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