I guess the days of checking into a hotel, leaving the next morning for appointments and coming back to a clean room might be over? Or at least customers will have another option. Lots of hotels are trying to save money, energy and resources and looking at cutting housekeeping services as an option. Here is what a few hotels are doing:
Best Western asks guests to specify their choice of housekeeping: no service, replace towels/empty trash/quick vacuum, or full clean. Guests can check their choice and specify the cleaning hour on a card hung on the door knob. Since the program began late last year, about 40% of guests chose no or limited cleaning, says Ron Pohl of Best Western.
Some chains operated by Wyndham — Super 8, Howard Johnson, Travelodge, Days Inn and Ramada — are adopting Wyndham Hotels’ practice of leaving linens unchanged whenever possible. Starting next year, all Days Inn hotels will reduce bed linen and towel changes from daily to every third day in occupied rooms.
Omni Hotels began asking customers last year if they want limited housekeeping, in which bed and bath linens are changed on request or on the third day.
Some hotels are giving financial incentives for less cleaning.
Where is this all heading?
- Don’t change the linen and save $10?
- If we don’t empty your trash you save $5?
- If you don’t take a shower and use the shampoo you save $9?
I realize hotel occupancy rates are lower than normal and they are fighting to be profitable but perhaps they need to look at ways to be greater customer service oriented which in turn will create brand loyal customers.
To me this just doesn’t feel right. What do you think?
Betsy says:
Actually, I’m OK with this strategy. Our towels at home are not washed after every use and our sheets are not changed on a daily basis either. Nor do we take our trash out every day (except for the diapers) and I’m certainly not vacuuming every afternoon after work! My only service that I wouldn’t want to do without would be the making up of the bed. There’s something about coming in to a made bed that underscores one of the better parts of travel.
Merrill Dubrow says:
Betsy,
That is funny I feel the same way. I love to come back to the room after a long business day and have the bed made.
Merrill
janet says:
I like it. I rarely have maid service in a hotel unless I am there several days and there is a safe in the room. I don’t like the idea that someone might go through my things. Call me paranoid. I do ask for fresh towels from the cart if I need them.
Debra says:
I’m with Betsy on this one. I always opted not to have the towels changed even when they weren’t offering an incentive for light cleaning.
Apart from the environmental impact, there are times when I need to be working in my room and I don’t want to have to vacate the room at an inconvenient for a long period. So I like the idea of specify and schedule.
And if they give me an incentive to do so, all the better. I think I was in Denver recently when they gave me a $5 coupon for the Starbuck’s downstairs for each day I opted for light cleaning – since I was only staying one night it was a very easy decision! (And I am sure it was a good savings for the hotel as well.)
Merrill Dubrow says:
Debra,
That is a cool idea partnering with Starbucks. I am sure that will save them lots of money and give you a little perk as well..
Thanks for sharing.
Merrill
Lynda Manning says:
I think service is important. Clean towels and a made bed are a minimum. Honestly, how much savings can be realized by cutting corners on the basics?
Doesn’t staff need to be available for those who opt for it anyway?Seems like a reason to avoid such a hotel, when possible.
Ruthann Chesnoff says:
When we travel,we also don’t require the bed linens to be changed daily. Its really a waste. I change our bed linens at home once a week and the same with our towels. I think its a smart way to save money for the hotel chains.
Jeff Adler says:
I am with Betsy and Janet. I don’t feel the hotel needs to be “cleaner than home,” and the less time cleaning people are in and out of my room the better.
If I am traveling alone (e.g. as typical on business), I don’t need much housekeeping. However, if I am traveling with my family, I do like fresh towels daily — it just is easier than remembering which towel belongs to which family member.
I stayed at a Sheraton last year, and they offered some loyalty points in exchange for limited housekeeping. I was fine with that — until I discovered they never posted the points! I contacted a manager, who was smart enough to compensate me with extra points for the trouble — but I still wonder if they would have their act together on that next time.
Merrill Dubrow says:
Jeff,
Now I would take the hotel up on a loyalty point offer. Not sure if Marriott does that? I may need to check on that one. Sorry to hear you had to ask for the points – ugh new program I guess.
Thanks for sharing.
Merrill
Rick Johnson says:
I’m okay with not having clean towels everyday and okay with not having the garbage emptied. However, I like having a made bed when I come back to the room.
A certain “marketing research” firm should query customers to find out what they want. Personally I like anything that makes my day easier or more convenient. I like the Starbucks idea, and I always like the breakfast in the morning with the complementary newspaper.
I think they (hotels) are somewhat walking a fine line of not providing the level of service that most expect when they stay in a hotel. Business travels is only one area…what about the occasional tourist?
Oh well, just my thoughts.
Ed Sugar says:
Two quick thoughts:
1. I would give up cleaning services if there was an exchange for $ or loyalty points.
2. With the current outbreak of bed bugs, is this the time for those in the lodging business to cutback on cleaning services?
Merrill Dubrow says:
Ed,
You are right – with the current outbreak of bed bugs hotels that make that a priority and increase their cleaning will see an increase in business.
Good comments.
Merrill
Brad Larson says:
I would gladly reduce the cleaning services in exchange for points or a gift-card. I think I am a tidy-enough person to keep a hotel room livable without needing vacuuming, trash emptied and new towels for the few days I’ll be there. I agree that having the bed made is a must and is frustrating to come back to my room mid afternoon and find it has not been made. If I need to get some work done and don’t want to be interrupted, I’ll call the front desk and have them skip cleaning service for the day and make the bed myself. (my wife would be proud!)
John Castellano says:
What is this world coming too? This should not be an option! I am the person who calls for complimentary turn-down, puts my shoes out for complimentary shoe shine and places the card on the pillow to have my sheets changed (esp in hotels that cost over $249 a night). My used towels go into the tub. In the words of the great late Leona Hemsley, “I don’t use the same towel everyday why should you?” What great ads she had in the New Yorker but now I am dating myself.