What Causes Hotel Claims and How to Prevent Them

By Philip J Harvey President, Venture Insurance Programs | November 01, 2015

As you well know, Legionnaires' disease has reared its coughing, aching head this year. Generally, we see one or two cases of Legionnaires' in hotels every eight to 10 years. Yet there have been at least three outbreaks in the Northeast and Southeast United States this year. A new outbreak was just reported in the South Bronx.

We have reason to believe there will be more Legionnaires' outbreaks in coming years. Not only is the recent spike in cases worrisome, but some experts believe the effects of climate change may encourage the spread of the legionella bacteria that causes Legionnaires'.

This respiratory infection puts older and immune-compromised hotel guests in serious danger-quite the opposite outcome a hotel manager would hope for a guest's stay. It can also be a costly loss for your hotel if an infected guest files suit. Like any bacterial disease, it is difficult to halt the transmission of the legionella bacteria entirely. But your hotel must mitigate the risk and the costs of a potential outbreak.

Proper maintenance of cooling towers, fountains and other areas of standing water is critical; these can become breeding grounds for legionella if not maintained properly. Put a maintenance schedule in place and stick to it. This not only helps to prevent outbreaks of disease, but also helps defend you in the event that an outbreak draws an insurance claim. You will then have records that demonstrate your due diligence.

If your hotel does experience a Legionnaires' outbreak, you must follow an emergency response plan. This should include identifying the source of the outbreak (cooling tower, hot tub, etc.), taking steps to stem the spread of the disease and having a public relations plan for communicating with guests, employees and the public.

The past two starkly cold winters in the U.S. have raised another maintenance concern: frozen pipes. When pipes freeze and burst, the resulting water leak can cause extensive damage, resulting in insurance claims from Maine to Georgia.

Choose a Social Network!

The social network you are looking for is not available.

Close

Hotel Newswire Headlines Feed  

Sherry Heyl
Kevin Wilhelmsen
Drew Rosser
Linchi Kwok
Michelle Millar
Jim McAvoy
DJ Vallauri
Michael DiLeva
Peter Anderson
Tema Frank
Coming up in June 2019...

Sales & Marketing: Selling Experiences

There are innumerable strategies that Hotel Sales and Marketing Directors employ to find, engage and entice guests to their property, and those strategies are constantly evolving. A breakthrough technology, pioneering platform, or even a simple algorithm update can cause new trends to emerge and upend the best laid plans. Sales and marketing departments must remain agile so they can adapt to the ever changing digital landscape. As an example, the popularity of virtual reality is on the rise, as 360 interactive technologies become more mainstream. Chatbots and artificial intelligence are also poised to become the next big things, as they take guest personalization to a whole new level. But one sales and marketing trend that is currently resulting in major benefits for hotels is experiential marketing - the effort to deliver an experience to potential guests. Mainly this is accomplished through the creative use of video and images, and by utilizing what has become known as User Generated Content. By sharing actual personal content (videos and pictures) from satisfied guests who have experienced the delights of a property, prospective guests can more easily imagine themselves having the same experience. Similarly, Hotel Generated Content is equally important. Hotels are more than beds and effective video presentations can tell a compelling story - a story about what makes the hotel appealing and unique. A video walk-through of rooms is essential, as are video tours in different areas of a hotel. The goal is to highlight what makes the property exceptional, but also to show real people having real fun - an experience that prospective guests can have too. The June Hotel Business Review will report on some of these issues and strategies, and examine how some sales and marketing professionals are integrating them into their operations.