Undercover Investigation: Dirty Hotel Drinking Glasses

Jan. 30, 2008 The safety and well-being of our guests is of the utmost importance to us at the Millennium Hotel Cincinnati. We have very stringent policies and procedures in place to ensure that our staff goes above and beyond core expectations to provide a clean and safe environment for our guests. For example, all new employees take part in mandatory training sessions on cleaning procedures and acknowledge that following these procedures is a condition of their employment. We have a regular checks and balance system in place to ensure these policies are followed, and we are reviewing any potential discrepancies.



Statement from Embassy Suites

Feb. 11, 2008 The health and safety of our guests is of utmost importance, and we do not take these issues lightly. Cleanliness of our hotel) is always a focal point of our operations in order to continue providing guests with an optimal hotel experience.

Concerning the cleanliness of in-suite glasses and coffee cups, there are proper procedures and guidelines in place and all glassware must be replaced daily and sanitized in a commercial dishwasher. In recent months, we have addressed this issue with our hotel owners and management company partners, and we have re-emphasized the proper protocol and training to all of our general managers and team members to ensure proper protocol is put into action. If a hotel does not comply, it is a violation of our brand strict standards. Each suite keeping team member is required to take part in training on the proper procedures for cleaning in-suite glassware and we are re-emphasizing this training to owners and management teams at our hotels.



Statement from Embassy Suites Cincinnati, Ohio

Feb. 9, 2008 Along with the safety of our guests, the cleanliness of our hotel is of the utmost importance and is always a focal point of our operations in order to continue providing guests with a great experience. Concerning the cleanliness of in-suite glasses and coffee cups, there are proper procedures and guidelines in place and all glassware must be sanitized in a commercial dishwasher. We have reiterated these procedures and training to all of our team members to ensure all protocol is being conducted properly.

We are proud of our efforts in this area, which are reflected in the satisfaction and loyalty of returning guests to our hotel and our brand.


Statement from the Radisson Phoenix, Arizona

Feb. 11, 2008 We are very sorry for this incident. The Radisson Hotel Phoenix-Chandler has strict guidelines on the proper handling and cleaning of dishware in the guestrooms. The hotel has investigated the situation and appropriate discipline has been administered. The hotel has reviewed guestroom inspection and training procedures with the housekeeping team to ensure our policy is strictly followed. The local ABC affiliate came back and did a follow-up report and found that the hotel's housekeeping performed perfectly and we hope you indicate that. Radisson is focused on providing a high-quality experience for our guests and hotel cleanliness is a top priority.



Statement from the Arizona Biltmore Resort and Spa

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