Tag Archives: Guest Security

by | November 18, 2011 · 6:37 am

Hospitality Industry Guest Safety: Hotel Management Must Have "Guest Privacy" Policies To Protect Names And Room Locations

“…Privacy is key when it comes to safety in a hotel, most importantly at check-in…”

“If the person giving you your key says your name out loud or your room number, you want to be sure to get another key and another room, because anyone lingering in the lobby could overhear that.”

  • Female travelers should “never put down your name. Just put down your initials and never indicate you’re just one person.”

Greg O’Neill, who heads up security at Boston’s Mandarin Oriental, says security measures generally work, when guests use them:

  • … take advantage the in-room safe. You’ll find this in most every hotel
  • …take advantage of the peephole in the door, and be aware of the nearest exit

Here’s another tip: check crime statistics for particular neighborhoods before making a hotel reservation. Most police web sites will have those details.

Security experts also suggest taking your room key out of the little envelope they give you at check-in, because it usually has your room number on it.

For more:  http://www.14news.com/story/16068750/experts-providing-hotel-safety-tips-around-the-holidays

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by | November 4, 2011 · 2:04 am

Hospitality Industry Guest Security: Pennsylvania Hotel Sued By Woman Attacked In Elevator For "Negligence In Failing To Provide Adequate Security"

“…The woman and her husband, of East Pittsburgh, filed the 17-page lawsuit in Allegheny County Common Pleas Court against Hyatt Hotels Corp., alleging the Findlay hotel was negligent for failing to provide adequate security that led to the Jan. 31 attack…”

A newlywed who was stabbed inside a Hyatt Regency Pittsburgh International Airport hotel elevator during what police said was an attempted sexual assault sued the hotel’s parent company on Tuesday.

Michael Furman, 28, of Weirton, W.Va., is awaiting trial. The lawsuit states that Furman rode in the elevator with her, then put his hand over her mouth and pushed her against a wall. The woman fought back, freed herself and ran to her room when the elevator doors opened, the lawsuit states.

The lawsuit states that hotel employees took five to 10 minutes to get to her room after she hit the emergency button on the phone.

Read more: Victim of attack takes Findlay hotel to court – Pittsburgh Tribune-Review http://www.pittsburghlive.com/x/pittsburghtrib/news/pittsburgh/s_765081.html#ixzz1chKZ4nod

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by | November 3, 2011 · 5:28 am

Hospitality Industry Guest Satisfaction: Washington DC Hotel's "Women Only" Floor Offers "Safety, Convenience And Comfort" To Female Guests (Video)

[youtube=http://www.youtube.com/watch?v=s_-zWMA6JsQ]

Women seek safety, convenience and comfort when they travel. A D.C. hotel offers a “women only” floor along with other amenities targeting the growing sector of women travelers.

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by | September 19, 2011 · 5:58 am

Hospitality Industry Guest Security Risks: Hotels Must "Reset Factory Codes" On Hotel Safes To Prevent Unauthorized Opening Using "000000"

“…Being able to unlock a hotel safe by entering in all zeros, he said, is pure ‘negligence on the hotel’s part’…. every safe has a factory code, whether it is all zeros or all ones, and it is each hotel’s responsibility to reset this factory code when they take the safe out of the box…”

The hotel safe you use to stash your passport, laptop and other valuables might have a major security flaw, according to a traveler’s YouTube.com video highlighted by Web tracker DailyDot.com.

In his video headlined, “Don’t Trust Your Hotel Room Safe,” traveler “skyrangerpro” shows himself unlocking his hotel room’s safe by entering all zeros.

He was given the “000000” security code by the front desk when he told them he’d forgotten the password he’d previously chosen.

For more:  http://travel.usatoday.com/hotels/post/2011/09/hotel-safe-youtubecom-video-questions-safety/547821/1

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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 | July 26, 2011 · 10:25 am

Hospitality Industry Security Risks: Hotel "Cyber Liability Myths Exposed"

Cyber Liability Myths Exposed

By Brad Durbin – Petra Risk Solutions 

 

In today’s e-commerce society, operating your hotel without cyber liability coverage is like attempting to drive your car blindfolded on a  Southern California  freeway during rush-hour traffic. 

Here are three common myths and misconceptions I’ve heard repeatedly when discussing cyber liability insurance coverage with hotel owners and operators. 

Myth #1 – “I use the online reservation system offered by my franchise.  They’ll cover me if their system is hacked and my guest’s personal information is compromised.”

This is by far the most common misconception among hoteliers about their exposure and responsibility for a data breach. It’s easy to see why.  You are using your franchisor’s reservation system, which is offered as part of your franchise agreement.  Why wouldn’t they cover you if their system is hacked? 

The answer is in your contract.  While some franchise agreements are more favorable in this area than others, most contain special provisions regarding the use of their online reservation systems.  These provisions typically state that the hotel will be responsible for defending the franchisor and holding them harmless, regardless of whether the data breach came from within the online reservation system. 

The exposure is even greater for non-franchised properties using third party reservations system providers or wholesalers.  I have yet to come across a contract for these services that could be viewed as favorable for the hotel in the event that the reservation system is breached. 

 Myth #2 – “If a hotel guest’s credit card information is stolen at the property level, my Payment Card Processing company will cover me under their policy.” 

Most hoteliers erroneously assume that their Payment Card Processing Company (PCP) will have their best interest in mind in the event of a data breach.  I’m not sure why.  No business, regardless of how great or longstanding your relationship with them has been, will volunteer to pay significant attorney costs and consumer notification fees for you unless they are contractually obligated to do so.  Not surprisingly, most PCP contracts are heavily weighted in favor of the PCP provider regardless of where the data was taken from or if the PCP company is to blame.

Your liability is even greater for a data breach that can be traced back to the hotel property level.  If this happens, the Payment Card Industry (PCI) mandates that you conduct a forensic accounting audit of all your records.  These audits can cost $20,000 – $25,000 for a single location, limited service property. This amount does not include fines typical for any non-compliance issues discovered during the audit. 

Myth #3 – “Cyber liability coverage is a waste of money.”

Most states have laws requiring you to notify EVERY GUEST in your database upon discovery of a breach (e.g. California Senate Bill 1386).  Analysts estimate that the average cost for this notification is approximately $30 per record.  Multiply this by the number of records in your system, or the number of guests who have stayed at your hotel over the years, and you can see just how financially devastating these claims can become. 

For a typical limited service franchised property with $2,500,000 – $5,000,000 in annual room revenue, a cyber liability policy with a $1,000,000 limit can usually be obtained for less than $7,000 annually… an extremely fair price point considering the risks and hefty costs associated with a data breach.

Final Thoughts

When a hotel data breach occurs, guests won’t know or care that another company may be responsible.  They will come directly to the hotel for a remedy. The ENTIRE FINANCIAL BURDEN for notification costs, legal defense, and monetary settlement of all related claims may be borne directly by the hotel – if it does not have an appropriate cyber liability insurance policy in force.

To protect your hospitality assets, select and obtain cyber liability coverage that will address PCI fines, consumer notification costs, credit monitoring, and any government or regulatory action levied against your business in the event that a data breach is discovered.  Not all cyber policies include coverage for these areas, so it’s important for you to work with a qualified hospitality insurance broker. 

Securing proper cyber liability insurance coverage is a cost effective method for hoteliers to help mitigate the risks associated with owning and operating a hotel in today’s digital society. 

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Brad Durbin is a Hospitality Insurance Specialist with Petra Risk Solutions. For questions about Hotel Cyber Liability or any other Hospitality Risk Solutions, contact Brad at bradd@petrarisksolutions.com.

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by | July 7, 2011 · 6:35 am

Hospitality Industry Guest Room Security: Large Hotel Operator Converts Rooms To "Electronic Lock System", Replacing Mechanical Card Locks As "Magnetic Strip Keycards" Provide "Full Audit Accountability"

  • Each keycard is encoded using a portable Front Desk Unit (FDU), uniquely designed for the hotel industry
  •  The magnetic strip keycard reader provides full audit accountability, enabling management to provide legal support in the event of unauthorized access to a room.
  • For emergency use the Generation E-760 door locks provide emergency access through a mechanical key (fixed or recodable) or electronic override plus an emergency keycard.
 
La Quinta Inns & Suites has announced an agreement with Kaba to install the ILCO 760 locking systems in approximately 140 La Quinta hotels. Implementation will begin in fall 2011.
 
“KABA ILCO products demonstrate the reliability that La Quinta wants for its operators and guests,” says Gerald Rodriguez, vice president of purchasing for LQ Management L.L.C. “We were also impressed with KABA’s willingness to engage in a long-term partnership with La Quinta. This will enable us to provide security to our guests, and professional service and operational excellence to our hotels and their staff into the future.”
 
La Quinta began evaluating electronic lock system providers to replace its mechanical card locks in early 2010. This effort included field testing locks from several manufacturers to verify the best solution for La Quinta’s hotels. After testing, La Quinta chose KABA ILCO 760 locks and the Front Desk Unit (FDU).
 
 

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by | June 24, 2011 · 4:35 pm

Hospitality Industry Credit Card Risks: Man Who Stole Texas Hotel Guests' "Credit Card Receipts" And "Manufactured Counterfeit Cards" To Purchase Merchandise Sentenced To Five Years In Prison

“…Authorities said Jones and another man, Randy Ray Flaharty, 31, took boxes of monthly credit card receipts of hotel guests from a storage room…”

“…The receipts, officials say, were used to manufacture counterfeit credit cards in document “boiler rooms” and card “chop shops,” which they then used to buy $300,000 worth of merchandise in Texas, Oklahoma and Louisiana...”

“…The cardholders never realized their credit card accounts had been compromised until months, even years, after they stayed at the hotel. But the damage made it hard for some of them to get loans and left lingering headaches in trying to straighten things out, officials said…”

A San Antonio man was sentenced Friday to more than five years in federal prison for stealing thousands of credit card receipts from the Emily Morgan Hotel. The theft allowed conspirators to buy hundreds of thousands of dollars worth of merchandise in three states, authorities say.

Cody Quincy Jones, 34, pleaded guilty in April to ID theft fraud, access device fraud, and aggravated ID theft. Chief U.S. District Judge Fred Biery gave him 41 months for the ID theft fraud charge and 41 months for the access device count, to run concurrently. The judge imposed 24 months on the aggravated ID theft charge, to run consecutively.

The merchandise, which included trailers, televisions, all-terrain vehicles and tires, then was resold or pawned.

The hotel didn’t learn of the thefts until August 2008, and since then, a Secret Service-led task force has ascertained it was San Antonio’s largest identity theft case, with at least 17,000 receipts stolen.

Read more: http://www.mysanantonio.com/news/local_news/article/Conspirator-in-record-setting-I-D-theft-sentenced-1439169.php#ixzz1QF7XXhYu

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