We scrutinise the airline, the coach and the hire car closely. But the hotel, where the traveller spends most of their time, is often subject to far less scrutiny. This is a gap that many companies do not recognise until something has already happened. We set high security standards for our transport providers, and that is reasonable.

Airlines must comply with comprehensive regulations. Coach operators are assessed on the basis of drivers, vehicles and driving and rest periods. Hire cars are selected according to their safety rating. Transfers are risk-assessed based on destination, time of day and the current situation. In many organisations, this is now a natural part of travel security work.

But what happens when the traveller arrives? That’s when things often go much quieter.

Where the journey actually takes place

The hotel is where the traveller spends a large part of their trip. It’s where they sleep, store their belongings, work and, sometimes, where the entire meeting or conference is held. A flight takes a few hours. A hotel stay can last for several days.

Furthermore, in the event of an incident, it is often the hotel staff who must take action first. It is the receptionist who must raise the alarm, the night porter who must lead an evacuation, and the conference host who must take a headcount of participants at the assembly point.

Fire. Sudden illness. Threats and violence. Theft and break-ins. Power cuts. Natural disasters. Unrest in the city outside.

Yet we often ask less about the hotel’s security measures than about how the traveller is to get there.

Why is there so little discussion of this?

I believe there are several explanations.

The first is that the hotel is perceived as a safe place. There is a reception, locks on the doors and a sign by the lift indicating emergency exits. That makes it feel safe, but it doesn’t say much about how well the procedures actually work when it matters.

The second is that hotel bookings are often driven by factors other than security. Price, location, contracts, capacity and perhaps the sustainability profile carry significant weight. Security is taken for granted, but it is rarely specifically requested.

The third is the division of responsibility. The travel agency makes the booking, the event agency plans the trip, the procurement department negotiates, and the security function – if there is one – is only called upon when an incident occurs. No one is truly responsible for the issue, and so the question is never raised.

The employer’s responsibility extends throughout the entire journey

The employer’s duty of care does not end at the arrivals hall. It applies throughout the entire journey, including at the hotel.

The international standard ISO 31030 for managing travel risks is based on the same approach. Risks must be identified, assessed and managed for the entire journey, not just for transport.

For the meetings and events industry, the responsibility is even greater. When we bring together hundreds of participants at a venue, it is no longer just a matter of individual travellers. It becomes a question of how to protect an entire group in the same place and at the same time.

What should we be asking?

It is not about making all hotels identical. A conference hotel in Stockholm faces different conditions and risks to a resort hotel in South-East Asia or a business hotel in a major city with an elevated threat level.

It is about understanding the risks, setting relevant requirements and checking that the procedures actually work.

A few basic questions go a long way:

  • Fire safety and evacuation: Are there working alarms, clear escape routes and regular drills? Do staff on all shifts know what to do?
  • Access and security: Who can enter the building, the floor and the rooms? How are key cards, visitors and deliveries managed?
  • Staff competence: Are staff trained in first aid, CPR and how to respond to threats? Are there defibrillators, and do staff know where they are located?
  • Crisis preparedness: Is there a crisis plan, and has it been practised? How does the hotel liaise with the emergency services, the police and healthcare providers?
  • Communication: How does the hotel contact guests in the event of an incident, including those who do not speak the local language? How does the hotel coordinate with the organiser of a meeting or event?
  • The surrounding area: What is the area around the hotel like, both day and night? What local risks exist?

These questions are not strange. What is strange is that they are so rarely asked.

From assumption to verification

What is needed is a shift from assuming that security is in place to actually verifying it.

A self-declaration is a good start, but it is not enough. A form where the hotel ticks ‘yes’ to all the questions says little about what the situation is like at three o’clock on a Saturday night, when staffing levels are at their lowest and the alarm goes off.

That is why we at StaySafe Certified work with independent inspection and certification of hotels and conference venues. We build a relationship with the hotel, understand their needs and offer support – Industry Best Practice. The aim is not to single anyone out. The aim is to provide buyers, organisers and travellers with a clear basis for decision-making, and to give venues a way to demonstrate that their security measures are up to standard. These measures are tailored to local risks and threats. They are monitored continuously, not just once a year.

A reputable hotel stands to gain from this. It can showcase something that is often invisible today.

One question for every procurement process

My suggestion to those of you who purchase travel, plan meetings or are responsible for Travel Security is simple: ask the hotel the same sort of questions you already ask the airline and coach operator.

Include security in the procurement process. Ask about procedures and drills. Request supporting documentation. And ask yourselves whether you currently know how the hotel would respond if something were to happen whilst your staff or participants are there.

If the answer is no, you’ve found a gap in your security arrangements. In that case, make the necessary adjustments.

Because security isn’t just about the journey to the destination. It’s also about the place where the traveller stays.

Hans Kanold, StaySafe Certified