For guests, there are few bigger issues than hotel security — it’s often taken for granted, but if it shows signs of weakness, or worse fails altogether, the results can be disastrous.

It may not be the usual topic of discussion following a hotel stay; but while second-rate amenities or a queue at the check-in desk are disappointing — a lack of security in hotels is a serious problem.

At one end of the scale, guests losing their belongings to nimble-fingered passers-by can seriously taint a vacation, while visitors feeling physically unsafe will undoubtedly prevent them from returning to your hotel — and potentially lead to negative reviews on sites such as Trip Advisor, not to mention word of mouth.

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But while hotels can’t take responsibility for the areas surrounding the hotel, or the experiences guests have in them, a failure to address security issues inside the hotel is unacceptable.

“It is our job in the hospitality industry to make the guests feel as if they are at home. Home is where people feel safe and secure for themselves and for their belongings, which is a human need, and no-one would stay in a place where he had lost something dear to him, regardless of the value,” explains Radisson Blu Hotel, Dubai Downtown security manager Ahmad Alrawashdeh.

“In order to maintain business, it is a very basic need that guests feel the efforts we perform to maintain the safety of their belongings and meet that in reality,” he adds.
But a hotel can be a challenging environment to run securely, warns Mövenpick Hotel Jumeirah Beach director of safety and security Frederick Pelser.

“The most important concern is the wellbeing and protection of guests visiting our hotel and their belongings. With the high level of movement inside the property it is, at times, difficult to detect and protect property misplaced or forgotten by the guest,” he explains.

But Taj Palace Hotel Dubai general manager Andreas Mueller says that security in his hotel is more linked to guest relations than to physical protection.

“Fortunately Dubai is a very safe destination and we generally only deal with minor issues. In some countries theft and undesirable visitors may be a security concern.

“Security officers in hotels here in the UAE are more part of the guest relations function and offer visible reassurance. The security department is very involved with health and safety and is responsible for the building’s fire safety. Regular drills and compulsory training sessions ensure that, in the event of an emergency, our employees are ready and skilled to deal with such events.”