Undercover Investigation: Dirty Hotel Drinking Glasses

Jan. 31, 2008 Superior guest service and compliance with the industry's high standards are of utmost importance to us. We are extremely concerned to learn that one of our employees was not following the resort's exacting procedures on which they were trained. We have taken immediate action to address this issue, conducting additional training to ensure that every employee not only understands the procedures but consistently follows them. Although our review indicates that this was an isolated incident, we have reinforced with all employees the importance of executing these programs exactly as our guidelines require.

Statement from Intercontinental Hotels Group

Feb. 11, 2008 As the investigative report shows, this is an issue within our industry that we all take very seriously. At InterContinental Hotels Group (IHG), we are currently looking at several solutions, including recyclable, disposable cups that meet IHG's global environmental guidelines. However, this will take some time, as we want a global solution that translates across all seven IHG brands equating to over 3,800 hotels. In the meantime, the following steps have been taken:

We've reinforced our stringent brand standards surrounding proper in-room glassware sanitization and cleaning.

We've added specific training and consultation in the field on proper cleaning techniques.

We've implemented a new quality inspection program that will further reinforce the sanitization process of in-room glassware and general cleanliness of hotels.

The safety and comfort of our guest is our top priority and we thank you for bringing this to our attention.

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