Disappearing Hotel Services and Amenities
I’ve exuded Eeyore since my childhood. I manage my own expectations to minimize disappointment. Granted, those occasionally happen, but generally not due to my own inflated presumptions. And when products and services deliver, I’m pleased, even ecstatic, at such mere competence. So it is with hotel services and amenities these days. I’ve come to view historically-standard practices as over-and-above outcomes. Let’s consider a few.
Noon Checkout
I prefer not to rush out of hotels in the morning, fully taking advantage of a leisurely departure. The standard across most all properties was a 12 noon checkout, but I no longer assume that of any hotel. Instead, I usually query at every check-in and request a late checkout based on my elite status – with varying levels of success. In my experience, I’m hearing 11 am more often, and even – gasp – 10 am in some instances.
During a recent Hilton Garden Inn stay, I approached the desk to ask about late checkout, somewhat sheepishly. Like many of you, Hilton Honors downgraded me from Diamond to Gold status last month. Plus, the chain’s apparently flexing more that properties can charge for late checkout. With this backdrop, I planned to ask for a one-hour extension to 12 noon, assuming standard checkout was 11 am. But when I asked the front desk about checkout time, the agent stated 12 noon. Done! I thanked her and departed, smiling as if I won the lottery but then shaking my head at how low my standard for satisfaction had become.
Daily Housekeeping
I still consider daily housekeeping my favorite hotel perk, enjoying that feeling of fresh when I enter my room each day of the stay. But a more concerning trend I’m noticing are individual properties’ obfuscation of housekeeping services. Unlike other hotel amenities, I often can’t confirm online that a given property performs daily housekeeping. And I often can’t get a front desk agent on the phone to confirm it – more on that later.
I’ve learned not to assume daily housekeeping anymore. Certain Hampton Inns and HGI’s place a friendly sticker on the mirror corner noting that they perform housekeeping every other day. This is often the first visitors are aware of the policy, as front desk agents don’t necessarily mention it. A traveler isn’t entitled to daily housekeeping anymore at such properties. I doubt properties have adjusted their rates to compensate. We’re paying the same for less.
So when I receive daily housekeeping at hotels, particularly limited-service ones, I feel as if I’m in the lap of luxury.
Sufficient Bath Amenities
The lion’s share of properties have apparently moved to Amway-sized bottles of shampoo, conditioner, and body wash. Such standardization isn’t the case with housekeepers, though. Just because the bottles are bolted to the wall doesn’t mean there’s anything in them.
Time seems to stand still as I reach over to push down on each pump. Will something come out, or must I exit the shower and spelunk around the bathroom for another solution, sometimes ending in failure? I know I could check these containers before I enter the shower – and occasionally do – but I shouldn’t have to.
When that goo come flowing out of those containers, or by some miracle, for the entirety of my stay, I’m left with a feeling of opulence. In reality, this is just competence, which I now consider quaint.
A Functioning Front Desk
I try to keep a very low bar here, but I may be disappointed more here than anywhere else in this article. I’ve entered properties where there is no one at the front desk when I arrive. And I don’t mean they’re in the back office and come out a few seconds later. Rather, there’s a sign that the rep has stepped away, and of course they appreciate my patience. A few months ago, I waited 15 minutes for the front desk agent to return. I generally blame this on penny-pinching owners, as in many of my experiences, these reps are handling the whole property alone, even during somewhat busy hours.
So for a front desk to properly function, it needs to be staffed. More controversially, I feel that the employees should be competent. However, I’ve found I routinely need to clarify certain hotel services and elite benefits with the front desk. It’s as if I’m training these employees since the – again – cheap owners don’t want to.
During a recent stay at the Hilton Anatole, it took almost one hour to check out. Part of this involved me using multiple gift cards, mindblowingly difficult for the front desk to handle. I know I play a role here, but things shouldn’t be that difficult. “Sorry” and “thanks for your patience” doesn’t get my time back.
Since that experience, I stayed at another Hilton hotel where the front desk agent processed multiple gift cards for folio payment without any issues. I glowingly thanked the rep, maybe more than I should’ve, due to my elation at a basic-in-reality transaction.
Available Bell Service
I usually handle my own bags on solo trips but like bell assistance on family trips. I value bell service making things simpler on my family and tip accordingly. Like the front desk, the bell desk actually needs to have someone there, though – or an alternative strategy, like the front desk willing and able to handle such requests. Instead, we’re schlepping our bags around luxury properties more often than I expect. Oh, the agony.
Of course, only a subset of properties are at a level requiring bell service. But those properties should have a plan. We stay at these properties for their attention to detail. When bell service works like it should, I’m thrilled.
Disappearing Hotel Services and Amenities – Conclusion
I could go on, but I think you get the point. Things change and I need to roll with the times, exhibiting grace along the way. But hotels shouldn’t take advantage of that to excuse their incompetence or austerity. And I can’t let any chain, via their loyalty programs, overly manipulate my behavior. When it comes to hotel services and amenities, I encourage you to consider your priorities. Which devaluations have you been willing to accept? Which are driving you elsewhere?
*ssss