Hotels are designed to be welcoming, accessible and comfortable. Guests expect to feel safe, and operators work hard to create an environment that feels open rather than restrictive.
However, recent cases have shown how quickly a basic security failure can place guests at serious risk.
Speaking on the Independent Travel Podcast with Simon Calder, Bob Quick, Founder of GSA Global discussed the horrific incident at a hotel in Berkshire and the security challenges facing hotels and serviced accommodation providers. Drawing on his policing career and GSA’s work in hotel security, he explained why guest safety cannot depend on assumption, brand reputation or informal processes alone.
Hotels are attractive targets
Hotels are open, busy environments, often full of guests who are relaxed, distracted or unfamiliar with their surroundings. Guests may be carrying laptops, mobile phones, jewellery, business documents or other valuables. Some may be travelling alone, attending events or staying in a location they do not know well.
This makes hotels attractive to criminals, including thieves, fraudsters, sexual predators and those seeking access to people, property or information.
The challenge is to manage these risks without undermining the hospitality experience. Security must be effective, discreet and consistent with a welcoming environment.
Room key controls are a critical vulnerability
A hotel room is a private space. Guests trust that access will only be given to those who are authorised. When staff issue room keys without proper checks, the consequences can be extremely serious.
Hotels should have clear procedures for lost keys, duplicate keys, third party requests, identity checks, guest privacy and escalation where there is uncertainty. As discussed in the podcast, room keys should never be issued to anyone who is not clearly authorised to access that room.
Staff also need the confidence and support to follow those procedures, even when challenged by someone who appears credible, confident or familiar with the guest.
Security culture matters
Good hotel security is not just about cameras, locks or access cards. It depends on people.
Reception, housekeeping, food and beverage, security and management teams all play a role in keeping guests safe. Staff need to understand what suspicious behaviour may look like, how to challenge appropriately and when to escalate concerns.
A strong security culture means staff feel empowered to act. Done well, it supports guest confidence and strengthens the reputation of the hotel.
The need for independent assurance
Hotel security standards vary significantly. Some hotels invest properly in training, vetting, access control, incident response and guest protection. Others may have weaker processes or inconsistent enforcement.
For guests, travel managers and organisations booking accommodation for employees, this creates a visibility problem. It is often difficult to know whether a hotel has been independently assessed, whether its procedures are effective and whether staff are trained to respond to risk.
Independent assurance can help close that gap.
Hotel security and ISO 31030
Hotel security should also be considered within the wider context of travel risk management.
ISO 31030:2021 provides guidance for organisations on managing business travel risk and meeting duty of care responsibilities. This includes understanding traveller exposure and validating the safety, security and health standards of accommodation.
Accommodation should not be selected on location, price or brand alone. It should form part of a wider travel risk assessment that considers guest safety, access control, incident response, local threat conditions and the suitability of the provider.
Independent hotel and serviced accommodation assessments can support an organisation’s ISO 31030 approach by helping demonstrate that accommodation related risks have been considered, documented and managed proportionately.
Serviced accommodation carries different risks
Serviced accommodation, apartments and short stay properties can present a different risk profile to hotels.
They may be less visible, but questions remain around provider suitability, due diligence, key management, guest access, emergency response and whether the operator is suitable to provide accommodation to the public.
For organisations placing staff, executives or clients into accommodation, the key issue is confidence. They need to know that the property, provider and surrounding arrangements have been properly assessed.
Conclusion
Hotel security should not depend on assumption.
Guests place significant trust in accommodation providers. Organisations place similar trust when they arrange travel for staff, executives and clients. That trust needs to be supported by clear procedures, trained staff, effective access control and independent assurance.
The best hotels show that safety and hospitality are not in conflict. With the right culture, training and oversight, hotels can remain welcoming while protecting guests from foreseeable risk.
If your organisation needs support with hotel security accreditation, serviced accommodation assessments, travel risk assurance or duty of care, contact us to discuss your requirements in confidence.
Speak to GSA about Hotel and Serviced Accommodation Accreditation >>
