The best way to combat this situation and minimize future damage is by building awareness for both hotel employees and guests.

• Tell your staff to be on alert for similar calls, and review the details of your property’s standard security procedures and emergency plans.  Encourage them to act in accordance with these plans and – in advance – address any questions they have should they receive these calls, or if a fire situation should arise.

• Encourage employees to acknowledge awareness of the incidents when asked by guests; this may require having a manager most completely address a guest’s questions or concerns.  

• Alert local authorities if your property receives phone calls of this nature.

• Use this as an opportunity to make sure your fire detection devices are properly functioning, and that your emergency fire plan is updated and in accordance with your brand’s standard and local fire marshal requirements, making improvements as necessary.

Utilize AH&LA’s Emergency Preparedness resources online, designed to assist in developing emergency strategies and help you develop and update your emergency plans.

Various national and regional media outlets have reported on these incidents. See links below.

• Fire! Hotels in 4 states hit by costly prank calls – June 11

Associated Press (syndicated in various outlets)

• Similar hotel pranks reported – June 10

(Nebraska) York News-Times

• Now… Go break the windows – June 9

TheSmokingGun.com