The Legal and Compliance Discourse Behind Cutting the Cords of Landline Hotel Telephones
Introduction: The Changing Face of Modern Communications
The hotel industry is constantly evolving. Technological advancements, changing consumer preferences, and safety requirements are driving continuous change. One of the most notable shifts in the coming years is the digitalisation of hotel services, specifically the decline of landline phones. This change reflects broader shifts in communication technologies and consumer behavior. This is not a new development, and many predict it will continue.
For hotels, there are many logistical and technical aspects resulting from these changes. However, in this article, we wanted to highlight the legal and compliance considerations. We spoke to lawyers, key industry influencers, and experts in the field to find out more.
Legal Context: Understanding the Regulatory Framework
Federal Legislation and Safety Standards
Let's start with telephone systems in the context of the law. Phone systems in hotels are governed by two relevant regulatory frameworks: (1) Kari’s Law and (2) the Ray Baum’s Act. The first, Kari's Law, was enacted in 2018. The law mandates that if a phone system exists, it must allow direct access to emergency services. The law was designed to ensure that users of landline telephones can dial 911 directly - without needing to dial an additional digit ("9"). The law highlights the difficulties posed by some telephone systems in emergency situations. It is no coincidence that the law was named after Kari Hunt, whose tragic death was partly attributed to a complex telephone system.
The second regulatory aspect is the Ray Baum’s Act. The act complements Kari’s Law and requires that the dispatchable location be conveyed with a 911 call, ensuring that emergency responders can quickly locate the caller. This means that the phone system must transmit specific location information - such as room number or floor - to emergency services.
However, neither law mandates that hotels must have phones in every room; they only stipulate requirements for existing systems.
State and Local Regulations
Beyond federal laws, we researched extensively and consulted with the Ohio Hotel & Lodging Association (OHLA) . It has been confirmed that there are no state or local laws mandating the presence of landline phones in hotel rooms. The consensus across many jurisdictions is clear: as long as guests have the ability to directly contact emergency services, the method of communication is flexible.
Our research further supports this, indicating that while some hotel associations may recommend having landlines for guest convenience and safety, these are not legally binding requirements. This is an important distinction, as it frees hotels to explore alternative technologies and services that align more closely with modern guest expectations.
Safety and Security
Apart from federal and local government requirements, hotels must still address concerns related to safety and security. One of the primary arguments for retaining landlines has been their reliability in emergencies. Unlike mobile networks, which can be disrupted, landline phones are typically more stable and provide a consistent means of communication.
To address these concerns, hotels can implement alternative measures. For instance, emergency phones can be strategically placed in common areas or corridors. Ensuring that guests can quickly access help if needed. Additionally, dialzero apps can include features that allow guests to easily contact emergency services. And no, ordering an ice bucket at 2 a.m. does not count as an emergency in that regard.
Some hotels even provide devices to guests who may not have their own mobile phones.
Cost and Maintenance
For many hotels, the decision to phase out landline phones is driven by practical considerations. Maintaining a landline system is costly. Apart from direct costs such as installation and maintenance, one must also consider the added costs associated with compliance with safety regulations, like Kari’s Law. In contrast, leveraging existing mobile and Wi-Fi networks can be more cost-effective.
By eliminating landlines, hotels can reallocate resources to areas that more directly impact the guest experience.
Conclusion: Embracing Change in the Hospitality Industry
The transition away from landline phones in hotel rooms reflects broader changes in the hospitality industry and society at large. As technology evolves, hotels must adapt. The decline of the landline is just one aspect of a broader trend toward digitalization in hospitality.
By understanding the legal landscape, embracing new technologies, and maintaining a focus on guest safety, hotels can successfully navigate this transition. The challenge and opportunity for hotels lie in finding new ways to deliver these essentials in a digital age.
