Category Archives: Guest Issues

by | August 22, 2011 · 9:14 am

Hospitality Industry Safety Concerns: Survey Ranks Hotel's "Cleanliness" Over "Security" As Most Important Factor In Making Reservation

Americans rank cleanliness (43%) over security (11%) as the most important factor in selecting a hotel, according to a survey conducted on behalf of the Chubb Group of Insurance Companies.

The survey also showed that 84% of Americans would not refrain from traveling for business on September 11, 2011, the 10-year anniversary of the 9/11 terrorist attack. Fewer than one in five of Americans are fearful of flying on September 11, 2011, while only 16% are fearful about flying on an airplane on a national holiday.

“Travelers should take safety precautions more seriously, and travel security should be higher on their checklist than cleanliness,” said Jim Villa, a senior vice president and North American manager for Chubb’s Accident & Health business. “It seems that more people are concerned about housekeeping than security.”

In other survey findings regarding the 9/11 anniversary:

  • Nearly one-third of respondents would be concerned about being near a nuclear power plant on September 11;
  • 22% would avoid a chemical plant;
  • 18% would avoid entering a sports stadium or entertainment venue with a large crowd of people;
  • 16% would be concerned about being near an oil refinery;
  • 13% would be concerned about being near a military base;
  • 14% would not take a cruise;
  • 11% would not take a train; and
  • 9% would avoid taking a ferry.

For more:  http://www.chubb.com/corporate/chubb14110.html

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by | August 19, 2011 · 6:11 am

Hospitality Industry Continues To Face "Threat Of Bed Bug Infestations" As 80% Of Pest Professionals Have Treated Bedbugs In Hotels During 2011

CLICK ON “BED BUG” TO VIEW ONLINE REGISTRY

* 99% of pest professionals have seen bedbug infestations in the past year (up from 95% in 2010)

*80% of pest professionals have treated bedbugs in hotels/motels, compared with 67% in 2010

*73% of pest professionals believe bedbugs are the most difficult pest to treat
*54% have treated bedbugs in college dorms, up from 35% in 2010
*46% have treated bedbugs in nursing homes, vs. 25% in 2010
*38% have treated bedbugs in office buildings, compared with 18% in 2010
* 36% have treated bedbugs in schools and day care centers, vs. 10% in 2010. That’s an amazing increase, as is the 31% who say they’ve found bedbugs in hospitals, vs. 12% in 2010
*18% have treated bedbugs in trains, buses or taxis, compared with 9% in 2010
*17% have dealt with bedbugs in movie theaters; 5% in 2010

For more:  http://pestworld.org/Bed-Bug-Survey-2011

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by | August 15, 2011 · 5:31 am

Hospitality Industry Information Security: Hotels And Resorts Are Targeted For Cyber Attacks Because Of Faulty "Data Collection Practices"

“…The report said the largest share of cyber attacks — 38% — were aimed at hotels, resorts and tour companies…”

“… large hotel chains are most vulnerable because hotel management companies may not be able to monitor how data is collected and stored at dozens or even hundreds of properties throughout the world. Independent contractors who work for individual hotels can also open the door to hackers and computer viruses…”

A business traveler who books hotel rooms via the Internet, may be at higher risk of being victimized by computer hackers and identity thieves.

Insurance claims for data theft worldwide jumped 56% last year, with a bigger number of those attacks targeting the hospitality industry, according to a new report by Willis Group Holdings, a British insurance firm.

That could spell trouble for business travelers who submit credit card numbers and other personal information to hotel websites, said Laurie Fraser, global markets leisure practice leader for Willis.

For more:  http://www.latimes.com/business/la-fi-travel-briefcase-20110815,0,65581.story

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by | August 13, 2011 · 7:35 am

Hospitality Industry Information Security: Hotel Kiosk Computer Security Can Be Tested With Free Web Service Tool

“… iKAT (Interactive Kiosk Attack Tool) is a free web service that tries to bypass the protective mechanisms of internet kiosk PCs and gain control of the systems. Such computers can usually be found in hotel lobbies, airport lounges and other public spaces. Kiosk operators can use iKAT to test the resilience of their systems…”

The Linux- or Windows-based kiosk systems are usually protected and only allow specific applications to be launched. The primary aim of iKAT is to start a Windows or Linux shell. To achieve it, iKAT tries to exploit known vulnerabilities in a number of different ways. For example, when opening the iKAT page from a Windows-based kiosk system, users are presented with a “1Click PWN” button – this launches components including Metasploit on the server to scan the kiosk PC for browser exploits. Other avenues include accessing “Open File” or “Print File” dialogs in order to execute cmd.exe.

For more:  http://www.h-online.com/security/news/item/Free-web-service-cracks-internet-kiosks-1321613.html

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by | August 9, 2011 · 7:39 am

Hospitality Industry Guest Safety Risks: Child Drowns In Missouri Hotel's Hot Tub As "Water Slide" Distracts Adult Supervision

“…The death of a 3-year-old who drowned in a hotel hot-tub is being ruled an accidental drowning….the boy’s grandfather was watching two older siblings at a water slide when he noticed Parker was underwater in the hot tub and pulled him out…”

Police say 3-year-old Parker Wilson of Rosendale went underwater in a hot tub at the Ramada Inn last Monday. Wilson was at the water park with his siblings and their grandparents.

Emergency workers performed CPR on the boy but he later died at the hospital.

For more:  http://stjoechannel.com/fulltext/?nxd_id=216927

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by | August 8, 2011 · 6:09 am

Hospitality Industry Theft Risks: West Virginia Hotel Foils Flat Panel TV Theft With Electronic Key Audit; Thief Was Guest Who Was Fined $250 For Smoking In Room

“….a West Virginia man was fined $250 for smoking in his room…(the extra charge was added) onto the bill and slipped under the door…(he) was so upset that he retaliated by stealing a $500 flat-screen television from the hotel’s workout room, Palm Beach police said…”

The hotel found its thief by auditing the guest keys used to access the workout room, police said. It then located an object the size of the missing television hidden by a bed sheet in Nelson’s rental vehicle.

But some quick detective work by police and a hotel employee led to Nelson’s arrest Friday on a charge of grand theft. Police took him to the Palm Beach County Jail.

Nelson told detectives he used a penny to unscrew some screws and a tire iron to break a lock that held the television to a wall bracket.

For more:  http://www.palmbeachdailynews.com/news/smoking-fine-spurs-theft-of-hotel-flat-screen-820141.html

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by | August 5, 2011 · 6:38 am

Hospitality Industry Information Security Risks: "Cyber Attack Claims" Increase 56% Mainly Through "Rogue Employees, Malicious Attacks, And Mistakes By Outsourcing Firms"

“…The vast quantities of personal, identifiable information collected by the leisure and hospitality industry have made the sector a chief target for cyber attacks, according to Willis…with reports of a 56% rise in cyber claims over the past year….”

“…Rogue employees, malicious attacks, and mistakes by outsourcing firms appear to be the main culprits, with hackers getting ever-more sophisticated in their attempts to drain corporate databases of customers’ personal details…”

Willis warns that some breaches can cost in excess of $100 million and with more stringent data protection legislation coming into force, companies’ financial exposure to this type of crime will increase further.

“Recent breakthroughs include the introduction of identity theft solutions and Payment Card Industry fines coverage, which helps to protect companies from penalties linked to the mismanagement of credit card data.”

For more:  http://www.insurancedaily.co.uk/2011/08/03/hospitality-and-leisure-attract-cyber-attacks/

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by | August 1, 2011 · 6:08 am

Hospitality Industry Crime Risks: Major Hotel Operator Improves Staff Training And Procedures After "Gang-Led Child Prostitution Ring" Investigation Results In Indictment Of California Hotel Owner

“…The investigation resulted in an April federal indictment of 38 people, including suspected gang members and the owners of a Wyndham-franchised Travelodge in Oceanside, authorities said…”

Hotel operator Wyndham Worldwide will improve its staff training and procedures after authorities cracked down on gang-led child prostitution rings in California hotels, a probe that drew media and activist attention to the chain, a hotel spokesman said Friday.

Wyndham is expanding its years-long efforts to fight child sex trafficking by reviewing its operating practices in partnership with the nonprofit ECPAT-USA (Ending Child Prostitution and Trafficking), said Michael Valentino, director of communications for Wyndham Worldwide.

Southern California authorities recently completed an 18-month investigation into allegations that three rival Crips gangs collaborated to prostitute girls and women out of California hotels through Internet-arranged meetings.

 A CNN story in June prompted one activist to lead a 14,000-signature online petition drive on Change.org, an activist platform, demanding that Wyndham reform its business policies.

“As long as human trafficking and exploitation continue to be supported by those profiting from this tragic practice, we believe no member of the travel and tourism industry can ever guarantee these events will not occur in the future,” Valentino told CNN in an e-mail Friday.

For more:  http://thecnnfreedomproject.blogs.cnn.com/2011/08/01/hotel-chain-boosts-staff-training-to-fight-child-prostitution/

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by | July 29, 2011 · 6:45 am

Hospitality Industry Theft Risks: Hotel Bathrobes, Towels, And Bedroom Supplies Can Be Monitored By RFID Technology

“…hotels are using the tech to monitor the whereabouts of bathrobes, bed sheets, duvet covers, bathmats, pool towels and banquet linens…”

“…Up to 20 per cent of hotels’ stock typically go missing, estimates William Serbin of Linen Tracking Technology…”

The RFID technology – which stands for radio frequency identification and requires an installed chip that can be read by an electronic reader – has been used by various industries for several years to organise product storage and tally shipments.

The company, which sells trackable linens, has teamed with Fluensee, an inventory tracking technology firm, to market the RFID tags to hotels.

A towel with a chip is about a dollar more than other towels, he says. Bendable and washable, the tags can be read by sensors up to six feet away.

When towels are removed from a closet, for example, a reader station can register how many, so that the closet can be restocked.

Read more: http://www.dailymail.co.uk/news/article-2019930/Hotels-combat-towel-theft-electric-tags-traceable-microchips.html#ixzz1TVODXBal

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by | July 28, 2011 · 11:04 am

Hospitality Industry Liability Risks: Florida Hotel Sued By Victim Of ATV Crash For "Serving Alcoholic Drinks" To Defendent

“…The lawsuit, filed in Miami-Dade County Circuit Court, contends that the Clevelander Hotel regularly allowed on-duty police officers to drink alcohol and hang out at its nightclubs…”
 
A lawsuit filed Thursday claims that a popular South Beach hotel regularly served alcoholic drinks to an on-duty police officer who later crashed his speeding all-terrain vehicle into two people strolling the beach before dawn, seriously injuring both.

The lawsuit filed on behalf of Kitzie Nicanor, 29, seeks unspecified damages from the Clevelander Hotel and Derick Kuilan, who was fired from the Miami Beach Police Department shortly after the July 3 crash. Kuilan, 30, also faces criminal charges in the case.

Nicanor suffered a traumatic brain injury that will likely require years of rehabilitation, said her attorney Frank Toral. Nicanor, a Seattle resident who has a 1-year-old son, remains hospitalized in stable condition. Her parents are caring for her son.

Earlier this week, Miami Beach Police Chief Carlos Noriega said his department was investigating whether on-duty drinking by officers, clearly banned under agency policy, was nevertheless more common than expected.

http://www.newsok.com/atv-crash-lawsuit-names-sobe-hotel-fired-cop/article/feed/280408?custom_click=pod_headline_usnational-news

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