A famous Canadian hotel failed to meet the expected standard of care due to a lackluster bed bug SOP (Standard Operating Policy). Their employees were not taught the symptoms of a bed bug infestation. The person responsible for cleaning the hotel room was not taught to recognize bed bug activity. Unreasonable risk of harm was therefore created and, this lack of instruction is considered negligence.
Judge S.L. Corbett stated in his decision March 12:
“I find that the standard of care to keep hotel guests reasonably safe from the reasonably foreseeable risk of bed bugs requires that a hotel take both preventative and reactive steps … Hotels [should] have internal training programs where they deliver bed bug identification training, and training on the signs of bed bug activity in rooms”
CTV News, Calgary confirms the hotel:
“confirmed that bed bugs are a reality of the hospitality industry and that there had been bed bug activity in the past in hotel guest rooms and staff residences [in the past].””
The room was cleaned by two members of the housekeeping staff who did not report a sign of bed bug activity. Subsequent, to the claimant’s complaint (phoned into the hotel customer service a day after departing the hotel), the room was inspected visually by a pest control company – with negative results for the presence of live bed bugs.
At this point, had the hotel insisted the pest control company complete a canine-assisted bed bug inspection, they could very well have avoided further damage and penalty. Better, had they had a pro-active canine-assisted bed bug inspection in place, they would have most likely be seen as having “done their due diligence”.
Due to the negative inspection by the pest control representative, a long-term employee with extensive familiarity with the hotel’s pest control measures, the hotel room remained in service.
The claimant was a hotel guest for three nights in May 2019 and was awarded $23,875. The hotel is the Fairmont Chateau Lake Louise, Alberta.
