Owner states,”The past 2 summers have been the worst summers I've ever had in over 20 years and I want to know why?”

Sea Side Resort

Chief Complaint: Low Revenue 2 years in a row.

Specs

This is a 84 room Seaside Resort with  23-25 employees including: 1 GM, 7 Front Desk, 2 Night Auditors, 2 Front Desk Supervisors,  1 Executive Housekeeper, 2 Laundry Attendants, 6 Housekeepers, and 2 Maintenance.  It has an indoor heated pool and hot tub and an outdoor pool with hot tub.

Engagement

Agent went "undercover" for 1 full day and night as a consumer in a 1 Bedroom Ocean View Room, and 1 full day and night in a Studio Unit.

Observations

• The GM had over 3 complaints in a week from guests wanting to move due to lack of cleanliness. 
• No continental breakfast was included.
• Parking costs $10 per day.
• The inside hot tub was out of service.
• The outside hot tub was visibly filthy and below 97 degrees.
• The hours of the pools and hot tubs were 11am to 9pm even during the summer.
• In both units the floor was not vacuumed or mopped to satisfaction.

STUDIO

• Upon entering the smell was pleasant, bed and bathroom seem well kept. This room can accommodate up to 2 people. 
• Upon using blacklight technology in the bathroom the infection control seemed to be within normal limits. 
• The only possible Infection Control that could be looked into was splatter on the walls and the floor by the bed. 
• No mandatory pool towels were provided.
• The bed was well made and upon removing the sheets there were no signs of bed bugs. 

1 Bedroom

• Upon entering the smell reeked of mildew.  This room consists of 1 king bed in a private bedroom,  1 pull out couch in the living room, 1 full bathroom with shower and a full kitchen with stove and full sized fridge. It can sleep up to 4 people.
• At first glance the counters in the kitchen had something noticeably smeared on them and was sticky.
• The ball shaped lights above the kitchen table were noticeably caked with dust. 
• The fridge and freezer both had the safety seals placed, yet upon opening the refrigerator door more of the sticky substance was visible and touchable on the top shelf.
• The floors nor carpets had been swept and there was noticeable grime and crumb pieces sticking to the bottom of Agent's feet.
• The kitchen was missing dishwasher detergent.
• The bed looked disheveled at 1st glance.  Upon pulling the comforter down the sheets were not tight and crisp and a hair was under the pillow on the left side. Also there were possible bed bug feces on left side of box spring once the mattress was pulled back.  This needs to be evaluated. 
• Blacklight test could not be completed in bedroom as there were no black out curtains available. 
• Stains in the carpet in different areas were noticeable. 
• The extra pillows, sheets, and blankets for the pull out couch were in a bag, but not sealed. 
• The bathroom had a used towel hanging on the back of the door.  The residue of a soap bar was on the right side sink obvious to the naked eye, in the shower there were several long hairs on the side wall and possible pubic hair in the corners.
• The UV test in the bathroom showed signs of obvious splatter on the toilet seat itself showing that it had not been wiped down at all. 
• The UV test in bathroom showed significant splatter on the floor around the toilet, on the toilet seat, the walls, and the bathroom doors. 

Viable Solutions

• Recommend hiring Undercover Consults to investigate further to see housekeeping protocols and to research what persons cleaned the rooms that had complaints.
• Mandatory training for all housekeeping and maintenance staff on OSHA and the standard of Infection Control for all rooms as well as the amenities that are supplied to each room. 
• Designate one full work week of one-on-one training with appropriate leaders for all new hires.
• Recommend training and designating a Quality Control Officer.
• Written instruction on how to step by step clean rooms for handbook.
• Hire an exterminator to evaluate all rooms for bed bugs.
• Offer Continental Breakfast as 90% of your competitors do.
• Correct & maintain pools and hot tubs stat.
• No charge for parking.
• Extend hours of pools and hot tubs during the summer.

Your privacy is paramount. This is just an example. We follow strict HIPAA and OSHA guidelines. No one ever has to know you used UC.