Category Archives: Guest Issues

Hospitality Industry Legal Risks: "Enabling Independence: Service For Guest With Disabilities" Outlines "Americans With Disabilities Act" (ADA) Compliance (Video)

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This video “Enabling Independence: Service for Guests with Disabilities” outlines how the American Disabilities Act (ADA)affects the hospitality industry. It highlights the unique needs of guests with various disabilities and identifies how lodging employees can accommodate their desire for independence. It also covers expanded ADA requirements regarding power-driven mobility devices, service animals, and practical steps you can take to ensure the safety and satisfaction of guests with disabilities.

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Filed under Guest Issues, Injuries, Insurance, Legislation, Liability, Management And Ownership, Training

Hospitality Industry Liability Risks: Arizona Hotel Found Guilty Of "Negiligence" On Appeal In Death Of Guest As Judges Find "Intended Use Of Stairway Required Center Handrail"; Carpet "Camouflaged" Dangerous Condition

“…An expert for the family testified that construction plans for the hotel, as well as its floor plan, depicted a center handrail where Volner fell… The expert also said that based on the intended use and width of the stairway, as well as applicable city building codes, a center handrail was required…”

“…the pattern on the carpet “camouflaged’’ the stairs, exacerbating the dangerous condition created by the lack of a handrail…”

The state Court of Appeals has upheld a $2.4 million verdict against a Tucson hotel where a woman tripped, fell down the stairs and died.

In a unanimous ruling, the judges rejected arguments by the owners of the Viscount Hotel that evidence of subsequent injuries is irrelevant to whether the business was negligent in this specific incident. They also brushed aside claims by the attorneys for the hotel that such evidence was prejudicial and would unfairly sway jurors against the business.

 Court records show that 78-year-old Harriet Volner was at the hotel in 2007 to have breakfast with friends when she fell at the stairs leading into the hotel’s atrium. She hit her head, went into a coma and died five days later after being taken off life support.

Her four children sued. A jury issued a $3 million judgment. But jurors concluded that Volner was 20 percent liable for her own injuries, reducing the verdict to $2.4 million.

A former hotel employee said there had been a center handrail but it had been removed and the carpeting changed. And an expert witness hired by the hotel agreed that the building code required a center handrail and it was a violation to have removed it.

For more:  http://www.ahwatukee.com/news/valley_and_state/article_a9ac7f01-7345-5d2f-8ebd-89ae0aa1271e.html

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Filed under Claims, Guest Issues, Injuries, Insurance, Liability, Maintenance, Management And Ownership, Risk Management, Training

Hospitality Industry Guest Information Risks: Hotels Are Collecting More Personal Information On Guests And Protecting "Personally Identifiable Information" Is Top Priority

“…ensuring the security of this data is so important that it’s consuming hotel IT departments’ attention right now, said Josh Weiss, Hilton Worldwide’s VP of brand and guest technology…”

 “…The stakes involved in protecting “personally identifiable information” (data that can be used to uniquely identify, contact or locate a single person) are far higher with this personal information than with credit-card information…”

As hotels collect more personal information about guests and the Epsilon and Sony data breaches earlier this year shook people’s confidence in corporate data protection, hotel guests are increasingly asking hotels how well they’re securing their personal information, Mark McBeth, Starwood Hotels’ VP of information technology, said during a recent conference.

IT execs from Starwood and also Hilton and owner/operator White Lodging said they’re responding by making guest-data security their No. 1 priority. “PII is considered high-risk because if there were to be a breach, you’re exposing the guest’s identity,” he said. “It paints some pretty scary pictures.”

A “PII” breach could potentially lead to child abduction or a murder if information falls into the wrong hands, he said.

For more:  http://travel.usatoday.com/hotels/post/2011/10/starwood-hilton-work-to-protect-personally-identifiable-information/553616/1

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Filed under Crime, Guest Issues, Insurance, Maintenance, Management And Ownership, Privacy, Risk Management, Technology, Theft

Hospitality Industry Insurance Solutions: "Hotel Reputation" Insurance Policies Can Now Provide Hotel Owners With Protection For "Brand Damage" From Guest Injuries, Food Poisoning And Health Risks"

The Hotel Reputation Protection 2.0 policy will protect hotels against a range of common causes of brand damage such as death or permanent physical disability of a guest, food poisoning and outbreaks of Norovirus and Legionnaire’s disease.

 The Willis-Kiln product will provide cover for lost revenue based on RevPAR figures. RevPAR is a performance metric used in the hotel industry to measure revenue per available room. The policy will also cover the cost of hiring a crisis management consultant following a potentially reputation damaging incident. Laurie Fraser, global markets leisure practice leader for Willis, said: “In the extremely competitive hotel industry, reputation accounts for approximately 30-40% of a business’s overall worth.

 Read more: http://www.insuranceage.co.uk/insurance-age/news/2116523/willis-kiln-launch-protection-policy-hotels#ixzz1aZw3mowj Insurance Age – Serving the broker community. Claim your free subscriptions today.

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Filed under Food Illnesses, Guest Issues, Health, Injuries, Insurance, Liability, Management And Ownership, Risk Management

Hospitality Industry Health And Safety Risks: Utah Hotel Housekeeper Hospitalized After Cart Causes "Bear Spray" Can To Discharge; Hotel Guests Evacuated To Ventilate Building

“…The woman was unable to open her eyes after being exposed to the spray, so she was taken to a hospital, Baldwin said. All guests at the hotel were evacuated for about a half hour while crews ventilated the building…”

A housekeeper was hospitalized Sunday after a can of bear spray discharged in the Marriott Hotel in downtown Salt Lake City. The woman was pushing her housekeeping cart on the 6th floor of the hotel, near 100 South and West Temple, when the cart bumped a can of bear spray that had been left on the floor of the hall.

The can sprayed when it was struck, shooting out a substance that “is like pepper spray, only 10 times stronger,” said Salt Lake City battallion fire chief Clair Baldwin. Investigators were trying to determine why the can was left in the hallway.

For more:  http://www.sltrib.com/sltrib/news/52698974-78/spray-hotel-baldwin-bear.html.csp

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Filed under Guest Issues, Health, Injuries, Insurance, Labor Issues, Liability, Maintenance, Management And Ownership, Risk Management, Training

Hospitality Industry Pool Safety Risks: Nevada Hotel Guests Hospitalized After Suffering "Chlorine Burns" In Jacuzzi Spa Caused By Possible Malfunction Of Chlorine System

“…The Clark County Fire Department says two hotel guest at the Hooters Casino Hotel were taken to the hospital for second degree burns…it called the Southern Nevada Health District, which shut down the pool pending an investigation…”

When Knox called an ambulance, paramedics told him his son’s friend had second-degree burns on 91 percent of his body and he was almost going into shock…”

Andrew Miller has burns on his legs and feet. He is also friends with the two victims that were sent to the hospital. “It seemed like we were fine but as we started walking back up to the room we all started noticing we were kind of itchy,” Miller said. Miller and his friends called Kevin Knox, a father of one of the group who made the room reservations. Knox tells FOX5 when he arrived things were pretty bad.

“Went up to see him and he was in his bed and he was shaking he was so cold, and he just from his neck down to his feet he was completely red and on his back it was actually bubbling,” Knox said.

“That’s when they said we got to take him to the emergency and we’re taking her too because she couldn’t even walk; her legs were just red,” Knox said.

But Knox heard a rumor of what happened. “They do have a chlorine system that goes every 15 minutes or so that puts out a little bit of chlorine, but at six o’clock in the morning when these kids were in it, it dumped all of it,” Knox told FOX5.

Clark County Fire believes the burns were caused by chlorine exposure, but it is still trying to confirm if the accident was caused by a malfunction or human error. Knox believes his son’s friends weren’t the only victims.

“The security explained to the fire department that (they) had several complaints of people getting burned so it’s not just these two or these four,” said Knox.

For more:  http://www.fox5vegas.com/story/15650310/two-hooters-casino-guests-hospitalized-after-hot-tub-chlorine-burns

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Filed under Guest Issues, Health, Insurance, Liability, Maintenance, Management And Ownership, Pool And Spa, Risk Management, Training

Hospitality Industry Guest Health Risks: Maryland Health Officials Find "Legionella Bacteria" In Hotel Water Samples After Guests Hospitalized With Legionnaire's Disease

“…Preliminary results from hotel water samples indicate the presence of the Legionella bacteria, but final results won’t be available until the end of next week, according to DHMH…”

People with a history of smoking, those over the age of 50 and those with lung disease or weakened immune systems are at greater risk of contracting the disease, also known as legionellosis.

Guests at an Ocean City hotel have been voluntarily relocated after three people who stayed there were hospitalized with Legionnaire’s disease, according to the Maryland Department of Health and Mental Hygiene.

The three people developed the form of pneumonia about a week after their stay at the Plim Plaza Hotel, although investigators are still working to determine whether they contracted it there, according to the health department.

The 181-room hotel closed three days before the end of the season in order to test the water system and address any issues, said Betsy FauntLeRoy, director of marketing for the Harrison Group, which owns the Plim Plaza and nine other hotels.

For more:  http://www.baltimoresun.com/health/bs-hs-legionella-20111005,0,5437026.story

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Filed under Guest Issues, Health, Liability, Maintenance, Management And Ownership, Pool And Spa, Risk Management

P3 Hospitality Industry Risk Report: "Food Poisoning Claims" Discussed By Todd Seiders, Director Of Risk Management For Petra Risk Solutions (Video)

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Petra Risk Solutions’ Director of Risk Management, Todd Seiders, offers a P3 Hospitality Risk Report – ‘Food Poisoning Claims’.

P3 ( Petra Plus Process) is the Risk Management Division of Petra Risk Solutions – America ’s largest independent insurance brokerage devoted exclusively to the hospitality marketplace.

For more information on Petra and P3 visit petrarisksolutions.com or call 800.466.8951.

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Filed under Food Illnesses, Guest Issues, Health, Insurance, Liability, Management And Ownership, Risk Management, Training

Hospitality Industry Information Security: Major Hotels Move Closer To "Secure Payments Framework" That Will Protect Guest Credit Card Data Through "Tokenization"

 “Every major hotel company is working to get as many of their systems as possible out of the scope of the Payment Card Industry Data Security Standards (PCI-DSS)…Most of these companies have focused on solutions based on tokenization, and many have implemented them or are in the process of doing so.”

Tokenization is a process whereby sensitive card data is stored in a single secure location, which may be operated by a hotel brand, a payment gateway or another third party, and replaced in hotel systems by substitute “tokens.”  The tokens can be used to complete the transaction, but are useless if intercepted electronically by a thief. 

Top hotel security executives met several times to discuss this problem as the HTNG Secure Payments Framework effort took shape during August and early September.  Early discussions indicated a broad agreement that a single industry framework is needed, and that the framework needs to work with existing security approaches in place at major hotel companies and in commonly used systems.  There was also agreement on the key elements needed for the industry framework.  The group intends to document this framework conceptually in a white paper that will form the basis for subsequent standards development.

  This new effort will leverage hotel companies’ prior investment in tokenization efforts, adding a layer of security that will enable those solutions to be extended to unrelated parties that may be involved in transactions, such as online travel agencies, global distribution systems, switches, channel management systems, central reservation systems, management companies, independent hotels, payment gateways, swipe devices, and other parties.  “The approach is intended to enable the tokenization of card data by the first system that touches the reservation,” said Rice.  “The sensitive data will remain stored in a secure vault, and all of the other systems will simply pass along the token in place of the credit card.  The hotel itself can then submit the token to its token provider or gateway to complete the card transaction.  The card data itself need never touch a hotel system.”

For more:  http://www.hotelnewsresource.com/article58324.html

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Filed under Guest Issues, Liability, Maintenance, Management And Ownership, Privacy, Risk Management, Technology

Hospitality Industry Guest Health Risks: Illinois Hotel Sued Six Months After Guests Discovered Bed Bugs In Room

A hotel employee again offered the couple a new room, the lawsuit said, but they declined. After they returned home, they said Gonzales noticed bite marks on Layman’s shoulder. She said a doctor confirmed she was bitten by bed bugs, and the couple’s suit said a Hollywood Casino manager acknowledged the pests were bed bugs.

“..they pulled down the covers and discovered red bugs running on the sheets. Layman said she videotaped the bugs with her cell phone…”

 

A Blue Island couple is suing the Hollywood Casino Joliet and its hotel, saying they found bed bugs in their room more than six months ago. Tamara Layman and Leo Gonzales filed the lawsuit in Will County this month. Layman said she first tried asking a manager there to simply reimburse her for doctor visits, lost property and a ruined weekend. But she said she’s had no success.

The lawsuit said Layman and Gonzales checked into the casino’s hotel March 5, left their luggage in their room and went to the casino. They returned a few hours later and went to sleep. But Layman said she woke up at 1:30 a.m. and noticed a bug on a pillow.

Gonzales killed the bug, and Layman carried it in a tissue to the hotel’s front desk, where an employee offered to give them another room.

Layman and Gonzales said they threw out most, if not all, of what they brought to the casino including luggage. They also said it took 17 days for the hotel to send an exterminator to their home for an inspection.

For more:  http://news.google.com/news/more?q=hotel&hl=en&bav=on.2,or.r_gc.r_pw.&biw=1366&bih=497&wrapid=tlif131713187418910&um=1&ie=UTF-8&ncl=d6mgZ9jhZCUXCgMuGZI-DUW1QcQjM&ei=adaBTpPAMI7MsQLqmoiYDw&sa=X&oi=news_result&ct=more-results&resnum=10&ved=0CMsBEKoCMAk

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Filed under Claims, Guest Issues, Health, Insurance, Management And Ownership, Risk Management, Training