American Hotel & Lodging Industry Industry 911 Dial-Through Update June 20, 2014

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1 American Hotel & Lodging Industry Industry 911 Dial-Through Update June 20, 2014 Thousands of hotels across the country have moved quickly and aggressively to ensure systems are in place allowing for guests to dial 911 directly from their guestrooms. The safety and security of guests and employees is paramount to hoteliers and the lodging industry. Member chains are working diligently to make progress on their owned and managed portfolios to ensure the direct dial option is available in all properties. Indeed, the vast majority of owned and managed properties have already implemented 911 direct dial from guestrooms. This issue continues to be a priority for our industry and to date, efforts by our members have included communicating and educating franchisees on the importance of implementing new phone standards as well as implementing corporate brand standards and engaging telephone system vendors. An industry taskforce is in place that convenes on a regular basis to share information and best practices with all our member companies. Next week, AH&LA is sponsoring an industry-wide webinar to provide updates on progress to date and share valuable and concrete information for properties still working to implement direct dial from their guestrooms. AH&LA continues to encourage all our members to move to direct-dial 911 systems, and has issued an industry recommendation to that effect. Further, we are working closely with the remaining properties to assist them in their interactions with phone vendors to follow through with implementation. Industry Updates Our industry is moving swiftly to address the issue. Below are examples from several of our members regarding their latest updates on progress and where they stand on taking action to implement 911 directdial from guestrooms. Best Western Guest health, safety, and welfare is the number one priority at each of Best Western s independently owned and operated hotels. As a result, Best Western has taken several steps to educate its members with regard to 911 telephone dialing in hotel guest rooms. For example, Best Western proactively educated its members on the issue at its seven District Meetings this year, which were conducted across the United States, and which were attended by over 2,200 hotel operators. Additionally, Best Western has discussed the issue in member communications, encouraging members to research their telephone systems, including by contacting system manufacturers, and to take steps to ensure emergency services personnel and/or a hotel employee answers the telephone call if 911 is dialed from a guest room. Best Western has also advised its members of the American Hotel & Lodging Association s ( AH&LA ) position with regard to the matter. Best Western also continues to take actions on behalf of the brand. Best Western has continued to engage its endorsed telephone system vendors, so that hotels can configure or upgrade their 1

2 telephone systems to provide direct dial 911 capabilities. Furthermore, Best Western will continue to work with industry advocates and government agencies, so that guest safety is never compromised. Carlson Rezidor All of the company s owned and/or managed hotels can dial 911 directly. In addition, more than 180 franchise properties reported that 80 percent can dial 911 directly and the hotel is notified a call has been placed. The company is providing information to its properties regarding how to work with their telecommunications vendor to ensure that a guest is able to dial 911 directly and that the hotel is notified. Hilton Worldwide Hilton Worldwide serves millions of guests every day across our owned, managed and franchised properties. The safety of our guests and team members is of paramount importance and we are committed to doing what we can to ensure first responders are notified quickly should an emergency occur on property. All the properties which we own and manage in the U.S. have been instructed to work with their PBX providers to ensure that their in-room telephone systems will reach emergency personnel when 911 is dialed without an access code. Additionally, we have sent a communication to our franchisees to advise them of the issue and recommend that they start working with their PBX providers to make the necessary updates to their systems. We also plan on updating our brand standards to reflect this requirement later this summer. We remain committed to working with industry advocates such as the American Hotel & Lodging Association (AH&LA) to develop voluntary standards for the industry. Hyatt Hotels At Hyatt, the safety and security of our guests and associates is a top priority. We have been working diligently with our managed properties in the United States to ensure that 911 pass through has been activated. More than 99 percent of our managed properties have such technology in place and functioning. One remaining managed property currently is working with its vendor to resolve any outstanding issues, and we anticipate that such work will be completed within a few weeks, if not sooner. With respect to our franchised locations, although we neither manage nor control such properties, we have sent a communication to them informing them of this issue and recommending that they work through their IT vendors to ensure that 911 pass through is installed and operational. Hyatt also is reviewing its brand standards and will make adjustments as appropriate. InterContinental Hotels Group IHG is committed to guest safety and security. We are moving quickly to provide direct emergency dialing across our managed estate, while providing value and good guidance to our franchised estate. Many of our managed hotels have had full emergency dialing capabilities for some time. Our early discussions with Avaya yielded a no-cost software upgrade to their systems in our managed hotels, and we have now upgraded the vast majority of our remaining managed hotels. For a small number of these hotels, this process will take until the end of We are hopeful that the other PBX manufacturers will follow Avaya s lead and take a proactive position toward improving guest safety. Our industry is at its best when we identify and meet the needs of our guests, and we encourage our suppliers to take the similar view. 2

3 LaQuinta Inns & Suites One hundred percent of the 353 corporate managed properties and 69 percent of franchise hotels are fully compliant. Of the 834 branded properties, currently almost 82 percent utilize telecommunications systems that allow the caller to connect directly with the emergency personnel when 911 is dialed. We have asked all branded hotels to have systems that will connect callers directly with emergency personnel when 911 is dialed from the properties. The company continues to train, manage, and lead to close the gap quickly by working closely with the remaining franchise locations to complete the reprogramming of their phone switch. Marriott Hotels Marriott has completed its review of phone systems for more than 75% of its owned and managed hotels throughout the U.S. Of these systems, it confirmed that 100% allow for guest room direct 911 dialing to reach emergency personnel. By the end of July, Marriott intends to complete its review of phone systems for the remaining 20-25% of its owned and managed U.S. hotels to confirm these systems also are enabled to dial 911 directly from guest rooms to reach emergency personnel and remediate any issues. Further, Marriott is working with its franchisees to test their systems to confirm they allow for direct 911 access and remediate any issues as quickly as possible. Finally, Marriott has implemented a brand standard requiring phone systems at both managed and franchised hotels in the U.S. to be able to dial 911 directly and reach emergency personnel. Motel 6/Studio6 All of the Company s corporate owned/operated hotels provide the guests with the ability to directly contact 911 emergency assistance from the room by dialing 911. The Company has communicated with its franchisees to make them aware of the importance of and the need to ensure that their guests have the same capability. We have requested that they immediately review their current phone system to evaluate the capability of their system and, if necessary, to take the appropriate steps to upgrade their phone system to ensure that their guests can directly contact 911 emergency services by dialing 911. Starwood Hotels Starwood Hotels & Resorts Worldwide, Inc. is committed to keeping our guests and hotel associates safe and continues to communicate with our owned, managed and franchised hotels regarding this important issue as a means of achieving our common goal. As a result of these efforts, the percentage of those hotels whose guests can directly dial 911 to reach a Public Safety Answering Point at our owned and managed properties in the U.S. has increased beyond the initial rate of 91 percent. At the very small percentage of remaining hotels, guests dialing 911 from their rooms will reach a hotel associate who will assist them. Additionally, our franchised community has been urged to participate in the upcoming AH&LA sponsored webinar to facilitate an upgrade of their systems in order to also accomplish the AH&LA industry recommendation of 911 direct dial to a Public Safety Answering Point or to a hotel associate. In the interim, we continue to investigate achieving compliance with the AH&LA industry recommendation within our franchised community. Starwood Hotels & Resorts Worldwide, Inc. remains dedicated to supporting the AH&LA in its continuing efforts. 3

4 Wyndham Hotel Group Safety and overall experience of guests is a top priority for Wyndham Hotel Group which conducted an initial survey of its hotel brands owned and managed hotel properties to determine whether their telephone systems have the ability to directly dial 911 without use of a leading number. According to the results of the initial survey, 80% of the properties had telephone systems with direct dial capabilities. Since that time, all of the remaining 20% have now had their telephone systems successfully reconfigured to allow guests to directly dial 911. As a result, 100% of the Company s owned and managed hotel properties are now configured to allow guests to directly dial 911. The Company also is working with AH&LA to evaluate options and develop recommendations for franchise properties. AH&LA 911 Dial-Through Industry Recommendation AH&LA encourages lodging properties to review their current telephone systems to ensure that when 911 is directly dialed, without using an access code, from a guestroom phone, the guest is connected to emergency services personnel and/or a hotel employee. To the extent changes to the system are not readily achievable, properties are encouraged to make efforts and develop policies that facilitate summoning emergency services without delay. Hoteliers are encouraged to evaluate their safety and security procedures, including contacting their telephone system providers. AH&LA is working with industry partners and allied members to create tools and resources to assist hoteliers, and will be providing regular updates on the industry s progress. Issue Background As a result of the Kari s Law petition, the U.S. lodging industry convened a taskforce of more than 50 lodging executives with expertise in telecommunications and security. The industry views the safety and security of guests and employees as a top priority, including the ability for guests to dial 911 directly from a guestroom, and is working closely with the Federal Communications Commission (FCC), as well as Congress, phone system vendors, and other interested stakeholders, including other industries impacted by this issue to ensure it is addressed across the board. In March, AH&LA conducted a survey of the 52,500 U.S. properties regarding current emergency dialing procedures. Of the 6,000 properties that responded, 32 percent of independent properties and 45 percent of franchised properties indicated guests can directly dial 911 from all guestrooms. Thousands of hotels already utilize direct dial, and thousands more continue to aggressively implement that option. Member chains continue to make progress on their owned and managed portfolios to ensure the direct dial option is available in all properties, and are communicating with and educating their franchisees on the importance of and process for implementing it. AH&LA is collaborating with FCC Commissioner Pai and his staff regarding emergency dialing procedures. Efforts have been focused on how to support the FCC's outreach to phone system vendors, and working with these vendors to make the necessary resources available to installers and end-users. To that end, AH&LA also is providing tools to assist properties in ensuring direct 911 dialing procedures, including a Webinar comprised of representatives from the industry s 4

5 top phone system vendors who will discuss the changes required to implement direct dial and how members can accomplish those changes. The Webinar also will help connect franchisees and independents to the correct installers in their region. About AH&LA Serving the hospitality industry for more than a century, the American Hotel & Lodging Association (AH&LA) is the sole national association representing all segments of the 1.8 millionemployee U.S. lodging industry, including hotel owners, REITs, chains, franchisees, management companies, independent properties, state hotel associations, and industry suppliers. Headquartered in Washington, D.C., AH&LA provides focused advocacy, communications support, and educational resources for an industry generating $155.5 billion in annual sales from 4.9 million guestrooms. June