Hilton CEO Warns Hotel Service Cuts Are Permanent

Filed Under: Hilton, Hotels

Hilton’s CEO has warned that service cuts we’ve seen at hotels during the pandemic may be permanent, and that’s bad news for consumers and those working in the hospitality industry.

Hotels have adjusted service during the pandemic

As you’d expect, hotels have adjusted their service protocols during the coronavirus pandemic, both as a cost saving measure, and also to limit interaction between employees and staff. Among other things, we’ve seen hotels:

  • Eliminate daily housekeeping
  • Either cut in-room dining altogether, or serve it in to-go bags
  • Eliminate some in-room amenities, ranging from minibars to coffee machines
  • Close bars, restaurants, and other outlets

In the short term there’s nothing wrong with that, and all of this is reasonable enough. The problem becomes that when changes are made, they’re often not reversed. Just look at the concept of airline fuel surcharges, or the fact that we still can’t take most liquids through security nearly two decades after 9/11.

The new normal of hotel room service

Hiltons will become “higher-margin businesses”

While the hotel industry has no doubt struggled a lot in the past year, Skift has some interesting facts on how the financials of some hotels have improved. Looking at the US industry big-picture:

  • Full-service hotels have lowered their financial breakeven point from 47% occupancy in 2019 to 30% occupancy in 2020
  • Limited service hotels have lowered their financial breakeven point from 43% occupancy in 2019 to 36% occupancy in 2020

In other words, hotels don’t need to fill as many rooms to breakeven, which shouldn’t come as much of a surprise. Hotels have lowered operating costs by getting rid of amenities and reducing staffing. As you can see, we’ve seen the margins improve most at full-service hotels, since they have the most amenities and staffing to cut.

Surely you’re thinking “well once things get better, proper hotel service will resume, right?” It would appear not. Hilton CEO Chris Nassetta said the following during a recent investor call:

“The work we’re doing right now in every one of our brands is about making them higher-margin businesses and creating more labor efficiencies, particularly in the areas of housekeeping, food and beverage, and other areas. When we get out of the crisis, those businesses will be higher margin and require less labor than they did pre-Covid.”

So yeah, a focus for Hilton is making hotels higher-margin businesses and creating more labor efficiencies, specifically with housekeeping and food & beverage. The intent here is pretty clear — many of the cuts that have been made during the coronavirus pandemic are here to stay.

Don’t expect daily housekeeping to be a standard amenity at hotels in the future, and expect some of the food & beverage “efficiencies” to stick around.

Will daily hotel housekeeping ever return as a standard amenity?

Will the competitive landscape allow this?

No matter how you slice it, the intent here is bad news for hotel guests, and especially bad news for those working in the hotel industry, since it sounds like there will be fewer jobs. Every business wants to be higher-margin, and Hilton’s CEO is making it pretty explicit that many of the current cuts will stick around.

Let’s be clear, the focus here isn’t on offering better value. That’s to say that hotels aren’t looking to cut costs and lower rates, but rather they’re looking to charge the same but offer less.

What’s my take on all of this?

  • Ultimately the hotel industry is competitive, and I don’t think the landscape will allow hotel groups to go quite as far as Hilton is inferring here, though I do think some things won’t return to pre-coronavirus service levels
  • I’m probably in the minority, but personally I think it’s reasonable enough if daily housekeeping never fully returns, with the exception of luxury hotels; I have no interest in having someone in my room every day, and the entire system just seems inefficient and unnecessary
  • Room service and minibars have not been much of a money maker for the hotel industry, though they are nice amenities to have; I wouldn’t be surprised to see minibars replaced with grab-and-go options in the lobby, and to see room service permanently delivered in to-go packaging
  • While I’d be sad about room service changes, when I’m staying at hotels in the US I typically use a food delivery service to order food anyway, since it’s cheaper, gives you more variety, and the food is typically better

Will hotel minibars survive the pandemic?

Bottom line

Hotels have significantly cut service during the pandemic, both to cut costs and to minimize contact between people. Hilton’s CEO is now suggesting that the hotel industry will be higher-margin going forward, creating more labor efficiencies in the areas of housekeeping and food and beverage.

Personally I think the hotel industry will be permanently transformed, but not as radically as Hilton’s CEO is hinting at. Ultimately consumers still have certain expectations, and if Hilton doesn’t offer what guests want, other brands will.

What’s your take on how hotel service will evolve post-pandemic?

(Tip of the hat to View from the Wing)

  1. Of course they are. Did you all really expect anything different. The words “For your safety” have always been complete bs. Every time you hear or see that they are just trying to be cheap and you are not allowed to question it.

  2. No more daily housekeeping as a response to a health pandemic?! They must be joking. We need to clean and sanitise more, not less. And this permanently indeed.

  3. Agreed that this is going to become more permanent. But they need to stop with the “Covid Precautions” excuse. Thompson as an example has everything wide open in Texas properties with no distancing and loose mask compliance…yet you can’t get Housekeeping done while there. Ritz Carlton in Tucson has everything, including gyms open with no rules but have suspended room service to “keep you safe during Covid.” Enough already. Just come clean with it as a consistent brand decision so that we can make our choices accordingly. Four Seasons does the best in being very consistent across its properties as long as there are no local ordinances that impede on the standard.

  4. One of the things a lot of people like about a hotel stay is getting your bed made every day and clean towels. If those kind of services aren’t happening, Airbnbs are going to benefit.

    Plus it’s much easier in the long run for maintenance, wear and tear and general hygiene to keep rooms cleaned daily.

    If I had to stay in a hotel with service cuts I’d prefer to stay in one that was at least honest about it – the ‘for your safety’ BS has to stop.

  5. Things like this only help Hyatt… Hyatt largely gets how to run a hotel chain. People who have a choice where to stay when they travel will pick hotels that value and reward their stays.

  6. Towels will have to be changed daily and I suspect that will continue especially at higher end properties. Daily full service cleaning and bed making may not continue (and I am not sure I necessarily need it) if I am staying for multiple days. If I am the only person coming into the room during my 3 day stay the room isn’t going to be any more risky for me to be in there than it was the moment I walked in. With that being said, I think many people will rationalize their expectations as they already have. Breakfasts will likely return because that was a positive benefit and something that probably drove some business at some properties. Just like we saw after deregulation with the airlines, only the truly serious travelers that take an interest in such things and the rest will adjust accordingly. With the rise of online booking aggregate sites the broader market will be chasing price, while there will be a secondary market for the hard core travelers that will be loyal to brands/chase rewards, and business travelers with arrangements.

  7. “I have no interest in having someone in my room every day”

    After a long day it’s nice to come back to a clean room and climb into a freshly made bed. If they don’t offer daily housekeeping I might as well stay in an AirBnB. The same goes for in room dinning. Sometimes after a long day you just want a club sandwich on a real plate and a Diet Coke in a real glass.

  8. Will this affect the “star” rating? Don’t hotels at 3* and above need to offer room service and minibar for example?

  9. Honestly, I’m okay with no more daily service. If you need new towels, you can still call or go to the front desk and request new ones. If you insist on having your bed made when staying at the Days Inn, I’m sure you can do it yourself.

    Everyone talks about this as a “win” for Airbnbs, but most of the time those end up being the same price or more expensive once you factor in service and cleaning fees. They’re only really helpful for long stays or areas without many hotels, so I would still rather stay in a hotel most of the time.

    Pre-COVID, some hotels offered extra points or a dining credit if you turned down the daily service. I actually think this might be a happy medium here in the long term if they were to expand that. I’d be happy to take a couple hundred Hilton points or $5 towards the in-hotel bar instead of having a stranger come into my room in the middle of my stay.

  10. Most customers expect a nice fresh room when they come back after a long day of work or travel. Suspending housekeeping is obviously just a cost cutting measure. If customers aren’t satisfied with the product they are getting, they Will take their business elsewhere. This will intern lose more revenue for the hotel then just reinstating housekeeping service.

  11. Customer service and quality of services have been dropping for decades and they usually end up costing you either money or time.

    You mentioned fuel surcharges even when fuel is cheap. What about resort fees when most places had cut all/most of the services associated with being a resort.

    The automated phone systems. Often you get options that don’t cover your situation. I tried calling Delta last Monday night and my wait time was “in excess of 9 hours”. What business should be allowed to operate in with that lack of service?

    While inflation hasn’t been bad, we have been getting abused by deflation in service, how much time we have to waste when something goes wrong or the company messes up something.

  12. I dont understand not making money from minibars.

    You sell a can of soda that cost you 22 cents for $3. If the problem is that no one is buying it, then charge $2 and still make money.

    If this isn’t profitable for you, you’re doing something very wrong

  13. This isn’t a great idea for hotels long term. As a former Marriott front desk agent, there were multiple times we kicked guests out during daily house keeping services for basically destroying their rooms the first night of their stay. If you leave those types of guests in the rooms for 5 nights, you may have to take that room out of inventory for a day or two to clean it up properly. That means you may have to relocate guests and buy them rooms elsewhere if you’re sold out. It’s also going to mean that heavy guest departure days will require the already overworked housekeeping staff to either work overtime or cut corners cleaning. I’m guessing most will cut corners cleaning because most hotels won’t pay housekeepers overtime. Overall, these changes sound great for Airbnb.

  14. I am shocked — shocked, I say! — to find that each and every one of us was correct when we predicted this would happen.

    @Benjamin and @John have expressed my opinion quite well: the very foundation of the hospitality industry is fresh linens in a quiet room cleaned daily, coupled with the ability to call down for a sandwich, salad, and a soft drink before falling asleep while watching basic cable. Otherwise, we might as well all stay at hostels. *shiver*

  15. Another reason for why Asia will lead even more in industry service standards. Lots of these cuts did not happen in the countries that handled COVID better there.

  16. I don’t object if daily housekeeping is replaced by towel exchange and getting new soap and shampoo (I hate group dispensers). However, that would make a hotel like a summer camp.

    Cutting housekeeping is a war on women because housekeeping is mostly women.

  17. A lot of this is tied to rising labor costs. We own a timeshare at an independent family owned resort in the Caribbean that saw a massive rise in minimum wage. The only way to not pass along massive increase in maintenance fees or layoff housekeepers was to reduce full housekeeping to 2 x per week. You get a basic sweeping and trash takeout daily if you wish. If you want daily towel changes you pay $20 per change. Want daily full service housekeeping, $50 per service. The result…no layoffs and no passing along the cost to everybody, only to those desiring more service.

    With more US states increasing their minimum wage and the looming potential of a federal minimum wage increase, you’re going to see something give domestically. Either decrease services, go to a la carte services, or pass along to everybody in significantly increased room rates.

    As for those saying they’ll abandon Hilton, please cut up your cards and stop staying 😉 I’ll happily enjoy easier room upgrades as a Diamond member!

  18. Get rid of minibars old fashion not needed one central option is much better. As for cleaning never really liked daily cleaning anyway frequently left the dnd sign out to stop it. If I want it I should be able to request it and even directly in the app. I would like to see a bit of a bonus in points like Marriott did prepandemic with there “make a green choice”

  19. 100 nights in hotels a year pre-pandemic, Hilton diamond here. My reaction: Meh. No big deal here.

    * “Eliminate daily housekeeping” – Never understood why rooms needed to be cleaned daily anyway. Unnecessary. Clean thoroughly between stays for sure. Provide trash pick-up if requested. Clean the room a couple of times during a long stay. Daily is just a waste anyway. Unfortunate for the housekeeping staff who have no lost jobs and tips.

    *”Either cut in-room dining altogether, or serve it in to-go bags” – In room dining was largely just a waste of money anyway, better food to be found by leaving the hotel or ordering in. Unlikely this will be something that’s going to be cut at most of the high-end, aspirational type resort/leisure/vacation destinations anyway.

    *”Eliminate some in-room amenities, ranging from minibars to coffee machines” – GOOD – in room coffee machines are disgusting and make terrible coffee. In room mini-bars as a good as setting money on fire. Not a loss.

    Only thing here that’s a potential loss is reduction of hotel restaurants.

  20. Tim – Don’t speak too soon. Remember that Hyatt was banging the drums on “CUSTOMERS CARE ABOUT ENVIRONMENT!” while they worked to get rid of single-use toiletries in 2019? It was never about the environment or customer requests – it was about cost savings. Hyatt will very probably follow a similar path.

  21. I use Hilton brand hotels often, and I still get the same filling breakfast as before (except it is ordered to go). My meals do not reflect the ones you portray. Maybe at smaller chains?

  22. Also, I’m a diamond member with Hilton due to pandemic. So, perks that outweigh the bad do exist

  23. Australian here. I have stayed at cheap motels to high end hotels. All have daily room service including the cheap motels. At the height of the pandemic in Australia I moved house and stayed at the park Hyatt in Melbourne. All restaurants were shut, as a globalist I was given a paper menu (disposable) from which to order breakfast. Honestly it was much better than heading to a buffet. I have no idea about the mini bar as never used it. Cheap motels in the middle of nowhere always have an empty mini bar fridge which I love as I would store water.
    During holiday I don’t care about daily service but when I’m at the office from 7am to 10pm, I want my room serviced. Given I am often in India (pre pandemic), I also want in room dining as an option.
    Right now I am in Perth. They have had 1 case in the community in 12 months so not a mask in sight. I spent 2 nights at Como where you were asked if you wanted nightly turn down service. I’m now at the Ritz Carlton which is heavily booked (Easter is a 4 day weekend in Australia). Everything is the same as pre pandemic.
    Am yet to stay at a Hilton in Australia.

  24. Total BS. So tired of hearing about cutbacks and services. Let’s all turn into robots and apps. What’s the point of living life when you can’t enjoy it to the fullest. Complete corporate greed. Absolutely disgusting. Thought Marriott was worst. Goodbye Hilton.

  25. As a Hilton Diamond member this is really disappointing. I’ve been on the fence about moving to the Marriott rewards program, and this may be the final push I need. Business travel is restarting so this may be the push I needed! Lol.

  26. I feel like a lot of people don’t change their sheets or towels on a daily basis at home so why would it be any different when you’re at a hotel. Covid is real more than a lot of people think I have witnessed this first hand so protecting hotel as much as possible is necessary they have families as well to go home to. So I feel we have to deal with this situation for a while longer, towels are always available upon request.

  27. One of my favorites…i can’t believe my room wasn’t cleaned. It’s filthy! 1. It’s your filth 2. You’d like the housekeeper that just scrubbed poo in your neighbors room to come put their hands all over your “clean” sheets and pillows!

    I too have no interest in someone coming in my room daily.

  28. I hope Hilton realizes that many businesses now know what isn’t needed. In person meetings…

    Good luck getting leisure travelers to fill up your overpriced rooms and 50 Hilton brands….

  29. I don’t care if they clean my room daily but I do care if a smaller housekeeping staff pushes check in time later in the day. I hate the Paris Opera 4 pm check in which routinely runs later.

  30. I agree with you about not liking hotel employees entering my room all the time, so I am fine without daily housekeeping.

    I also prefer to have an empty mini-refrigerator instead of an overpriced minibar, but I do like to have a coffeemaker/supplies in my room, since I like to have coffee early and don’t necessarily want to get dressed or interact with anyone before coffee.

    I typically choose not eat at hotel restaurants (except for included breakfast) or order room service, but I think it is important for higher end hotels, resorts, and more isolated properties to provide these services. Also, if hotel room service is delivered in a paper bag, I would expect it to be less expensive.

  31. Someone please explain why in room dining needs to be in “to go” bags? If they want to reduce hotel interaction, ring the doorbell and leave the meal on a tray at the door. I recently stayed at the Hyatt Regency in Palm Springs for a few days. I received my breakfast, “like in the picture” above, with all the trimmings, but I felt like some cheap sleazy customer in a fleabag motel. One of the reasons many of us enjoy room service is because someone else is doing the cooking and presenting our meal on plates and glasses with mini salt and pepper shakers and so on. Sometimes even with a flower on the tray. It makes you feel special. I had a work colleague who relished her time away from her family in hotels on the road where she could pamper herself with room service meals where she did not do the cooking. One of my sister’s top priorities when she goes on vacations is having room service. And not in paper bags like you might get from Subway. When you are a guest in someone’s house, they do not toss you a paper bag with a hamburger in it. They place it on plates at a table. It is no different being a guest in a “full service” hotel. You are their guest. Full service. Otherwise like everyone says, rent a house from AIrBNB.

  32. Not a big deal for me as long as I can have towels run up upon request. I don’t need daily service anyway.

    “I hope Hilton realizes that many businesses now know what isn’t needed. In person meetings…”

    This is actually likely why they and other hotels are making this change, as most in the industry are expecting a large reduction in biz travel versus pre-pandemic. Business travel makes up over 60% of the US hotel industry (2019) and also tend to be the more loyal travelers. Leisure travel is 1/3 of the industry or so and the guests tend to be less loyal since almost impossible to reach elite status with just one or two vacations a year for a few nights.

  33. Just about every place I stay offers housekeeping upon request. And they’ll bring up whatever else you need, if asked.

  34. If he’s trying to endear people to stay at Hiltons then he has more work to do on that front.

    Conrad Hilton is rolling over in his grave.

  35. Our local Hilton in a capital city in Australia used to have an executive lounge the size of 4 normal rooms, and employed 2full time and a part time staff. There used to be a buffet dinner, free flow of drinks. All day tea coffee and snacks and a buffet breakfast. That’s all gone. One of the staff who used to be employed there is now just a room boy, presumably at a lower salary. Eventually the lounge will probably be remodelled and returned to hotel room stock. 4extra rooms possible. Each bringing in money.
    Guests who used to use the lounge now are given vouchers to get drinks at the lobby bar and a side plate of appetisers. Typically a person might stay here half an hour before going to a restaurant. And spend money. People used to settle into the lounge for the evening and not spend.

    Breakfast is from a separate section of the restaurant and only very basic. Sparkling wine disappeared as did plates of cold meat and cheese.

    The pool and gym are still as normal and not (yet) monetised.
    The little shopping mall though is a ghost town to walk through to get to the toilets. That mall needs thought how to monetise it.
    However the typical room charge has increased on the hilton website by about 40% since covid19. If I book the cheapest room, I will receive an extra email telling me of e-upgrade bid possibly. Then I can get an executive suite at a cheaper price than before covid19. The hotel manager tells me to always ask the cost of an upgrade when checking in, just in case something special is available.
    Typically I noticed for points redemptions I would need to pay 30000 points off peak. It used to be 19000 points.
    The hotel is frequently full. Whilst we Australians can’t travel internationally, we very much embrace domestic tourism. And still travel a lot.
    Thankyou Ben for confirming that these changes are here to stay.

  36. I’m ok not having daily cleaning. In fact I think that’s better for the environment. I mean really I don’t launder my sheets daily at home so I really need it in a hotel. And each time they clean they throw out the little shampoos which I used 3 drops of or that bar off hand soap that should last 20 days. What I don’t like are new fees. Think check bag fees and toll bridge increases. They never go back down. Is their a bridge in the United States that actually dropped in toll cost?

  37. If Hilton permanently pursues this path, I think there is a real risk there that their limited services brands may start to cannabalize their full-service offerings. Travel is coming back and people will not want to pay full-service hotel prices for limited service offerings. While some people do not want their rooms cleaned every day or use room service, some people do want these things and full service hotels should offer these services as options for those who want them. If all hotels will have limited service, why not just stay at the Hampton Inn?

  38. I usually just have housekeeping in every 3rd day, I can make my own bed. What I want is an executive lounge, cut that out and I will be moving my business to other chains. The reason I maintain my Diamond status is for the lounge perk, most of my leisure travel is in Asia and Europe where the lounges are way better than the crappy lounges in the US, if the Asia and Europe lounge offerings sank to the US level I would have dropped Hilton years ago.

  39. I already reject daily room cleaning. I don’t need, or want anyone in my room when I’m not there. I don’t need new towels daily, nor do I need someone to make my bed, like I’m an infant. And if they take out the overpriced drinks from the fridge, that leaves more space for my own stuff (without being worried about tripping some auto-billing sensor). I do appreciate late night room service, especially if there aren’t restaurants or shops nearby, but otherwise I can live without most of these services. If it brings the cost of the room down, even better. Though I did like getting extra points for cancelling daily service with SPG Green Choice. Sadly, Marriott’s mostly killed that bonus.

  40. HH Diamond here..
    What comes next Mr.CEO??
    Closing Executive Lounges forever like you do in pandemic times??

    If this will be the “New Hilton Experience” in the future, my future will be at Hyatt…

  41. I wonder if we will start seeing some of these amenities be part of the loyalty tiers. For frequent business travelers that can and will accumulate points for compensation that may be an expected perk. Or at least the option for one. Daily cleaning for leisure or off-loyalty guests could be a small fee. I stayed for a week once in a Hyatt House that had a kitchen dishwasher dishware basically like I was at home. Housekeeping was weekly except for towels by request. I semi lived in ate in the restaurant for breakfast but purchased groceries. Practically I think most could adjust and the hotels may give the option for daily turndown as a perk or for a fee for those that desire it. The market will take care of pricing over time. As the article states, the break even yield has been lowered by double digits in most cases below 50% occupancy. A lot will depend on how much business travel resumes as we emerge from Covid. Even at full opening without masks and herd immunity I think businesses have rationalized a portion of their activities that will simply be gone going forward. I do feel though some things may eventually come back.

  42. Just a sign of the decline of America’s middle class from being a group of wealthy people that would expect a high level of service they could afford to one that doesn’t.

    I guarantee that these changes will not be rolled out (or will be rolled back) at 5* properties nor in most of their Asian and European ones — for competitive reasons.

  43. An interesting thought. Ben says a 30% occupancy can be break even.

    In countries such as USA, Australia, New Zealand, China, Taiwan, Singapore,domestic tourism is quite popular. People enjoy getting out and about. Probably Hilton hotels in these places are enjoying good occupancy rates and no need to discount rates. There are enough local middle class people with money to spend. They don’t rely on international visitors.

    It might be that same applies to other chain hotel in those countries.

    Maybe we will see the chain hotels re-envisioning their business structure to sell off hotels in countries where continual lockdown restrictions cause low or zero occupancy.

    Could you imagine trying to run a hotel business in London, Paris or Frankfurt where locals can’t have a staycation for the fun of it, but would prefer to travel away? And hotels there rely on international tourists who can’t or won’t come. And no-one has an idea when this will change.

    The Hilton chain in a few years time might look a lot different to what it does now.

  44. Taylor – good question, although full service hotels as a % of industry has been dropping even pre-covid so its possible Hilton thinks limited and select service is the future of the industry.

  45. If this happens, I see a huge benefit to Airbnb/VRBO. Why not stay in a high quality, more spacious rental if the hotel alternative won’t have daily housekeeping, room service, etc. – the services that differentiate the two. As to personal preferences, I definitely want full daily housekeeping in a room used by possibly a couple of hundred people a year and hope that all the people before me wanted and had it as well! Aside from keeping the room in better shape, if I am paying for a hotel, I want clean, crisp sheets, clean bath with fresh towels and a vacuumed/mopped floor – yes – every day! (I personally have always hated cost savings disguised as environmental responsibility and always choose the daily housekeeping option. I will be responsible at home – not in an environment shared by hundreds!) I choose properties that do this consistently and well (and tip appropriately for the service). Post COVID (vaccination) I am not worried about housekeeping in my room or “contaminated” room service and most certainly won’t patronize any property that permanently eliminates or cuts back those services.

  46. Higher profit margins? And they are going to get rid of the mini bar which has ridiculous marked up items. Not likely.

  47. @Taylor –

    It’s always something of a myth – in the U.S for sure – that the full service Hiltons are better than their mid-tier or value properties. Pre-COVID one of my regular trips was downtown DC – my go-to hotel was always the HGI on M Street. No idea what’s it like post-pandemic, but it was always far better than any of the District’s full-service Hiltons: bigger, newer rooms; nice breakfast benefit in a real restaurant, more convenient location.

  48. “Let’s be clear, the focus here isn’t on offering better value. That’s to say that hotels aren’t looking to cut costs and lower rates, but rather they’re looking to charge the same but offer less.”

    This is true, maximizing profit is the point; with that said, lower break even points give them more room to offer promotions, etc. if the competitive landscape shows people complain about the rooms not being kept to pre-pandemic conditions (that some peers go back to offering).

  49. While I realize that everyone is fixated on Hilton in the comments, just because the Hilton CEO said it does not make it exclusively Hilton. It’s going to be every brand with the exception of Four Seasons, Mandarin and the like. Oddly, I see the airlines in the U.S. approaching the realm of possibility in becoming better (no change fees, etc) while the Hotel industry starts to chip away at everything like the airlines began a decade ago. Expect massive devaluations to be next.

  50. I only travel a few times a year with family. Just did a week in Orlando at Homewood Inn & Suites. The problem I had was them not telling you there wasn’t daily service. We came back after a day at the park to the same wet towels left on the floor. We called the desk, she *apologized* and had some sent up in about 10 minutes. The next day after another day in the park, we walk in to wet towels where we left them again. This front desk person tells us to leave the wet towels outside the door when we leave. They need to be more transparent up front. If towels (and garbage bags & bath tissue) need to be requested every day then at least say that upon check-in.

  51. Removing trash daily is really basic and shouldn’t be nickel and dimed to on request. It’s a sanitary issue.

    Make the beds, remove trash, replace towels daily. Change sheets after X days and wipe down / clean / vacuum after X days.

  52. I don’t get the comparison to AirBnBs. Much of the time they are less expensive, but you don’t get any level of consistency. Much of the time you end up somewhere that has the cheapest stuff possible and it’s often a hassle to get in and out of the property. I hate the weird fluffy throws that usually have picked up some smell, uncomfortable beds, and having to carefully consider things that I would take for granted at a hotel.

    I stay at chain hotels precisely because of brand standards. I don’t need someone changing out my towels and sheets everyday, but I do care a lot about being able to click a few buttons and get into a room that probably has few surprises without interacting with anyone.

    I stay at a mix of limited to full service properties, so I have a pack with my favorite instant coffee and an immersion heater for that as well. I like grab and go as an amenity, but I will usually keep a few snacks in my bag in case I get in late.

    The things I do care about: Windows that open, bathtubs (for my spouse), a good hotel lounge or (even better) vouchers for made-to-order meal in the hotel restaurant. For longer stays, I like a place to eat in the room and a full-size fridge.

    Side Note: Minibars don’t make hotels money. They are expensive to manage because someone has to take frequent inventory and the automatic ones are often wrong. They only exist because it’s expected.

  53. I definitely notice the change. Hampton Inn used to be our favorite. On a recent trip we stayed in three different Hamptons and they are definitely not as clean as before. We will start looking for a new place.

  54. Removing room service would be a killer IMO. As others have said, sometimes it’s nice to come into the room and order what you want after a long day of work or tourism.

  55. If I go to a midrange hotel, the WiFi is free, the pool does not cost extra, the room rates are under $100/night.
    At a “High end” hotel, WiFi is extra, there is a charge to use pool, and rate is much higher per night.
    I have never understood getting less and paying more.
    I shop around and get the best value. (It is never a high end (I wouldn’t call them full service) hotel.

  56. If the larger full service hotels devalue their offerings one might as well select a lower service mid range hotel receiving the same services for a lower rate.

  57. Not sure how some people get the idea that hotels change the bedding every day from because they usually don’t. Make the bed yes but not a full change. Unless you put one of those cards on the bed when they will.

    When I go away on holiday one of the things I like is that the bed is made for me and I have daily fresh towels and have the trash collected every day and the tea and coffee is restocked (especially if it’s the capsule sort) and the cups changed.

    I get some people don’t want that for various reasons so tell the front desk so they don’t do it. But in some places they have to by law enter your room every so often for safety reason.

    I don’t need a minibar but appreciate a fridge I can put my own items in. I definitely want a kettle or coffee machine (and yes I run them once before drinking anything from them).

    Do I think hotels (chain or otherwise) will have to make changes in what they offer of course I do but go too far in cutting then they run the risk of alienating clients especially if prices aren’t reduced to reflect service reductions.

  58. Just to be clear – this is the same Hilton that gives away its top tier for free with a credit card, right?

    You get what you pay for I guess

  59. I have been traveling for work again the last two months. One Hilton Tapestry hotel, a Marriott Courtyard, a Westin, a Marriott and a Le Meridian twice.

    I am a Hilton Diamond and Marriott Titanium.

    On a three or four day typical stay I requested maid service after the second day. I made the bed and hung up my towel the other days.

    If I have trash I leave the can or bags outside the door and they are always emptied.

    Three out of five hotels had breakfast and dinner available. The other two I just learned to us Door Dash or got food to go somewhere. The Marriott gave extra points as the restaurant was not open for breakfast. But it had a very nice full service coffee shop with great grab and go items.

    Not having a executive/concierge lounge is the biggest thing I miss.

    But I got extra points promo for all stays. And 4 out of five I got upgrades to very nice suites or bigger rooms.

  60. Okay with no daily housekeeping every other day is ok, no room service no great loss for me but high end hotels need to offer it at least for high tier customers like Hilton honors gold and diamond plus could offer daily cleaning for them would increase interest in honors program. I would hope the higher end properties would not cut food and beverage, you need someplace for a drink and food.

  61. Chris Nassetta all you are is looking at is the bottom line…Highgate influenced you poorly. lot of you have never liked Room service but Room service has always been a loss leader; but brings the customers back the customers enjoy it. Cut cut cut …so you want to do, cut cut cut… is supposed to be hospitality we are supposed to be making the guests happy and welcomed wanting to come back! I am order taker for Room service …I really enjoy when I speak to the customers that I know that often come back usually the business travellers .Can I speak very honestly for things that they should order and the really like that. They like a homey feeling .As for the housekeeping situation It should be offered at least every other day and call down if they want their towels Replenished. I work in New York a can’t wait to go back to work to see my coworkers and really to see the guests I really can’t wait to talk to them again

  62. I doubt the CEO is right… I stayed at a Hilton in Australia recently that still had a full minibar, daily housekeeping, normal room service, and even a full buffet breakfast that you serve yourself.

    We’re basically back to normal and once the world goes back to normal people will expect the previous level of service again like they now are in Australia. If a different property or chain does it slightly better (like retaining a lounge or room service) then people will move to them which might make Hilton re-think this.

    I won’t name the property (some may be able to figure it out) but they were back to a normal breakfast buffet and housekeeping in July last year and this is the level people expect.

  63. Don’t panic, the market will dictate what hotels will offer. Sure, things are changing, but, comsumer demand holds the purse strings. So, ultimately, competition in the market place will always be incharge, with competitors constantly trying to build a better mouse trap.

  64. @UA-NYC – You do get Diamond status with the Aspire card, but I woudn’t call $450 annual fee FREE. Either way I dropped the Hilton Aspire card for the no AF version when the AF recently hit.

  65. It sounds like Hilton is happy with not having much to differentiate itself from a lot of supposedly lower tier places.

  66. Hiltons in China havent eliminated any services and lounges etc are still running, so he must be talking about the Americas / Europe ?

  67. Plays right into the hands of AirBnB and other providers.if hotels become nothing more than a place to sleep, with limited services and facilities, why wouldn’t just ditch them entirely and limit our exposure to other people by doing a short-term rental ( either a serviced apartment or AiRBNB)? As an owner of serviced apartments I’d welcome hotels cutting back; pre-COVID we were running at 92% occupancy, with very little resistance to fairly high rates.

  68. Just stayed at a JFK hotel with no in-room coffee, no room service and a joke of a “food hall” that made getting my morning cup a 45 minute endurance challenge. If you are going to take away the admittedly crap in-room option, at least give me an alternative. An airport hotel at AMS I used to frequent has high(er)-end brewers on each floor near vending and ice.

  69. I agree that daily housekeeping is not something I need. However, eliminating it punishes housekeepers. They have to work much harder to turn over a room if it hasn’t been cleaned in days. And now that will become the standard without a proportionate pay raise. It is a labor speedup and they are doing it to the lowest-paid workers (not to the CEO or other executives). Just another example of the growing inequality in our country where the poor get poorer.

  70. After reading all of your comments I find it very surprising just how uninformed people really are. Things are changing because the labor market has diminished to the point of not being able to clean all of the check outs on some days. With the stimulus and unemployment people refuse to return to work. Hotels have been struggling to keep the doors open. This is not about saving the bottom line. It is about trying to provide a decent place to stay for travelers. Chris Nasetta represents Conrad Hilton. It is our goal to spread the light and warmth of hospitality. We need a workforce with hospitality in their heart to do that. There is no workforce!

  71. I expect a certain experience when staying in a hotel. I want my bed made everyday, toiletries replaced, and the trash emptied. I do not go to a hotel to stay in worse conditions than when I am at home.

  72. I’ve NEVER used daily housekeeping. I will miss the incentive sometimes offered to not use it at greener properties. Minibars have always been a joke, again never used. Room service will return in some compactly. There are definitely ways to cut cost there though without compromising the service too much. The type of trip I’m taking dictates what I want and COVID-19 service is perfectly fine with me 75% of the time. Now the point system increases is a TOTALLY different story.

  73. @Carl WV – it comes with a credit AND a free night IIRC…thus, practically free, even relative to Marriott

  74. The inconsistencies with AirBnb is not going to allow it to grow that much even if all changes remain intact at hotels. I am staying in an AirBnb right now. I am here in the US for 28 nights. The cost of the hotel was too much. What do I end up with. A bed that feels like two box springs on the floor. A house that is kept at 68 degrees but they have a space heater in the room for you to use since the room is at the bottom floor and stays cold. But if you use the heater and a hair dryer or other device at the same time, you kick the breakers. No daily service. A small refrigerator in the room which is a positive. Use of the kitchen if I want. People constantly walking above me at all hours of the night. Ample parking. Booking went like this: first place I chose never responded, second place had to ask her brother first and came back they would prefer short stays, third place that I actually booked cancelled four days before my trip due to a leak in the house, so I got this place for $15/night more since I wanted a private bathroom. Searches on AirBnb are not that great. Customer service with AirBnb? Don’t expect more points or upgrades. So please spare me with the flip from staying to AirBnb from a hotel is no issue because your bed might not be made every night, your breakfast might be a grab and go, you will have three towels in your room for a three night stay and the dirty ones stay on the floor or you actually do like at home and hang it and use again. While AirBnb is a good option at times, they are not similar even with a reduction of services especially when the company foots the bill.

  75. Stayed at a couple Hilton’s in Australia (Sydney and Gold Coast) recently and can say they definitely are back at normal pre-covid service levels all around. Lounges are open and having happy hour with buffet food and drinks, buffet breakfast and all. Daily housekeeping is the norm. Only cutbacks I noticed were at Marriott properties interestingly enough where buffet was replaced with choose a main and drink from limited menu and anything else came at a fee. Also housekeeping was on request. As much here has returned to normal I gather Marriott’s cutbacks in this space may be permanent.

  76. Like airline carry on fees, coming soon to a hotel near you, a $20 fee to have your room cleaned by housekeeping on demand which is complimentary every 3rd day, $5 gym access fee, $10 pool access fee.

    Now were going into Ryanair territory, where if you need to do your room check in at the actual front desk rather than on your Hilton/whatever phone app, that will be a $25 fee. Need extra towels beyond whats in the room and ask for it from the front desk? That will be a charge of $3 per towel (with a $8 service charge plus 20% gratuity if its brought by someone to your room rather than picking up yourself from front desk).

    After all this, maybe a stay at the Ritz Carlton where all of the above is included would have cost almost the same as the Hilton Garden Inn that you just spent $300 in total for the last night (After a base room fee of $150)!

  77. If you cannot hire enough ‘workforce with hospitality in their heart’ it probably means you are paying too little.

  78. As a former frequent traveler who has not stayed in a hotel in over a year until yesterday, I must admit that I have been pleasantly surprised by the service at a Hilton Conrad where I am staying now. They are doing daily housekeeping, and other than signs to wear face masks in public areas, I don’t notice anything different compared to pre-pandemic from a service level.

  79. I know that during these tough times that some things are being changed and for the better, however, I really don’t think it’s necessary to eliminate daily housekeeping as well as eliminate full food and beverage choices because many people don’t want grab-and-go breakfast every day as it would get old after a while and for the buffets perhaps putting a shield how to keep guess from coughing into the food and leave the contaminated might be a better option than having to eliminate it altogether and try to disinfect the dining room daily.

  80. 100+ nights prepandemic, 180 nights last year as work was actually increased due to the pandemic…. I was always one of those that would clean my room before housekeeping came in and lock away my personal electronics or would hang the sign so it didn’t get cleaned. Asking for housekeeping in app once in a 4 night stay seems great to me. I would usually do room service once or twice a week prepandemic. That moved to doordash or ubereats/grubhub in states that weren’t doing room service. Service competition will always exist if one major player steps up to take a bigger share. I agree with whoever said something about lounge access… my most missed benefit by far. Executive floors are nothing without that.

  81. I know that during these tough times that some things are being changed and for the better, however, I really don’t think it’s necessary to eliminate daily housekeeping as well as eliminate full food and beverage choices because many people don’t want grab-and-go breakfast every day as it would get old after a while. Guests want things to be the way they once were.

  82. This comes as no surprise. I have stayed at both Hilton and Hyatt during the pandemic and neither provided room service or housekeeping services. Let’s face it. A new day has come. We’ll just need to adapt to the changes. Stay in an AirBnB, order Grubhub and clean up after yourselves.

  83. LK – Wages for hospitality workers are up 2-3x the rate of inflation in the last 4 years and I think are about to skyrocket as hotels try to staff ahead of leisure demand this summer. Hotels, which already were among the worst hit industry in the country, have to adjust by reducing services, or many won’t make it. Hilton is talking to their desperate franchisee base with those comments, and some associates who are already likely overworked due to short staff with occupancy up a lot the last 30 days. Businesses that see their #1 expense item up 25% over 4 years and heading higher still will do the rational thing, and cut that expense any way they can. Especially when their revenue is still down 45% vs pre-2019 and most of them lost a ton of money the last year

  84. Ya agreed Rob and of course a major difficulty in hiring is the direct competitor of the industry which is Uncle Sam who is paying so much to the unemployed that private companies have to offer enough to overcome that too!

  85. It’s funny, some of the Covid precautions now common, I started implementing a few years ago. Specifically, 1) on long flights I started wearing a mask because it seems there was always some jerkwad behind me coughing. After getting sick after one of these flights, I started bringing a mask. 2) When staying at hotels for less than 4 days I would proactively refuse “housekeeping”. It keeps you from having strangers in your space, makes you keep the room a bit nicer and you aren’t disturbed early or disappointed when they don’t show up at all!

  86. I give up on Hilton I just went to one of the resorts five stars 250 a night plus tax plus parking plus resort fee. No ice buckets. No microwaves. The mini fridge did not have a freezer section. Even motel 6 provides all these things.

  87. I’m a frequent Hilton customer. I have tolerated the housekeeping not being completed daily, but after a couple of days, it gets very inconvenient. If the CEO stays this route, I will move to another chain that does house keeping.

  88. Hilton is usually the first brand I check when searching for a hotel. If the other major brands don’t follow them on this they will become the last – I value the daily housekeeping. If the major brands do all go this way without reducing prices it should offer a lot of opportunity to independents and smaller chains to take a bigger share of the market. One concern I do have is whether this is a step towards unbundled hotel service, similar to what is happening in the airline industry.

  89. Ben – IHG, Marriott and Hilton are all currently doing the same thing from my trips in the last month or two, so not sure you will get relief there.

  90. So to all you people who think the hotels should provide everything to the guests for no extra charge or housekeeping daily, may I ask how you would handle your finances if your pay was cut to less than half without warning and you still had bills to pay to keep a roof over your head? The hotels in our area went from 85-90% full to 10-15% full in less than a month which lasted over a year. Who do you think pays for all the “free” you get in a hotel? Two hotels in our area had to hand their keys back to the bank because they could not survive. If you were in that situation would you be able to jump right back to have the most expensive of everything at home days after things started to pick up? If the hotels are going to survive they will have to determine the best way to increase service and still be able to catch up on the loans they have incurred to keep their doors open. It would seem there is a major lack of information concerning how a business is run in this group.

  91. Hilton has really gone downhill lately. Literally 2 days ago my reservation that I made well in advance was canceled 1 hour before check in saying they don’t have the staff to accommodate my stay. Customer service reps at corporate didn’t care one bit. That’s the end for me.

  92. So much cyber-ink spilled over a rumored possibility!

    Here’s all you need to know. Hilton, like any company in any service industry, knows that it must remain competitive in its offerings relative to those of similar companies in the same industry if it is to survive. That truism leads to the logical conclusion that those hotel service cuts that Hilton CEO purported warned (keyword) are (or are going to be) permanent (another keyword), will be “permanent” only until they start to affect the bottom line, and it is obvious why.

    Another scenario could be that the competition would join Hilton in making their own hotel service cuts permanent… (just remember the ‘imitation game’ that goes on in the airline industry to catch my drift).

    So, BIG YAWN…


  93. Hilton has already removed daily replacement of bed sheets/ linens in several of their brands due to environmental concerns and changes them every 3rd day of your stay or when you checkout. How much more can be cut?

    Room service now is basically make up the bed, replenish towels, and empty the trash.. Maybe everytfew days the room would be vacuumed.

    While traveling on vacation and staying in a hotel whether for a few days or a week, I like coming back to a room with the bed made, having the garbage emptied, clean towels, etc. That`s part of being on vacation is not having to make the bed, empty the garbage,etc.

    I don’t want to stay in a hotel where the hallways are lined with dirty towels and stinky garbage. I don’t have that at home why would I pay to stay somewhere with those conditions?

    If Hilton wants to save some money, instead of having the option to choose points or the check in perks for tiered members (water, snacks, etc.) just give the bonus points.

  94. I think the bigger issue is brands not establishing a “floor”. I’ve run into wildly variable housekeeping situations within the Orlando area within the same brands over at Marriott (everything from “service is daily” to “service once a week”), with questionable logic (e.g. the deepest cuts were generally at airport hotels…which would make more sense if I didn’t presume that 75% of their business, even that which remains, was in the 1-2 night ballpark, so going below that level just seems like an attempt to run off longer-stay business).

    In general, I want the room seen to every other day, but there’s a little bit of slack to be had there in terms of the demand (albeit in both directions…if I’m paying $250/night or you want to excuse a resort fee or equivalent, I kind-of want my bed made up daily if only because I’m clearly paying for it; if we’re under $100 I won’t argue over “every three days”). But I’ve also found that I’ve been happier at some off-brand hotels/motels (which are often small enough that cutting the service back doesn’t save them much) or over at the Quality Inn in one city (there are two “brand” hotels downtown…the Hampton Inn and the Quality Inn…the latter is an older-style “room access on the outside of the building” hotel and has beautiful river views rather than being a modern cookie-cutter business hotel).

    Anyhow…the main things I want are for the hotel restaurant to be open for more than dinner; for there to be a clear, identifiable floor on the housekeeping front within a given brand; and for hotels to stop trying to delude either themselves or us about the reasons for cuts.

    (Overdone service cuts are at least a moderate part of why, despite being a Delta loyalist, I haven’t been on a plane in 13 months.)

  95. Yup this is going to be interesting. Room rates and points redemption levels continue to go up. The most interesting thing I’m waiting to see what happens will be the infamous resort fees, or amenity fee, or whatever the hotels want to call them. So on top of a room rate you can have resort fees….or city fees (lol!) and you will basically get pretty much close to nothing! Especially properties like Virtuoso members. The huge delicious spreads are or will be gone, and you’ll get a breakfast in a box……might as well stay at a Hyatt Place and safe money.

  96. In that case, my avoidance of such hotels will also be permanent. For the duration of the pandemic, I avoided all hotels that cut essential services (especially housekeeping, which is completely unacceptable) and I will continue doing so. I always check their websites before booking (and write them an e-mail if something’s unclear) – if there’s any mention of major restrictions, I book elsewhere. I can accept empty minibar but that’s just about it. I still expect proper buffet breakfast, tea making amenities in my room, gym access and spending the evening at a hotel bar (unless prohibited by authorities). Daily housekeeping is absolute must.

    There are plenty of hotels that provide proper service in the area I’m spending the pandemic in and those get my business.

    If Hilton wants to go into the business of operating low cost hotels, they are welcome to do so but they will need to adjust price accordingly. No one is going to pay a price of full service hotel for a motel experience.

  97. At least here in Europe, hotel restaurants are the big winners of the pandemic. While restaurants without a hotel have been closed for months (and many gone bankrupt), the hotel restaurants stayed open in most countries. Usually just for hotel guests, but because the hotel guests had no other joice they really went there to have dinner. Like most of my friends, we started staying at hotels just to have a restaurant dinner.

  98. One thing I like though is the discontinuation of minibars. Due to their nature, they never had enough of what I wanted. Having an empty fridge available for the stuff I actually like is much better. Some hotels I visited replaced minibars with free room delivery of drinks and snacks, which is a great solution in my opinion. Alternatively, operating a small convenience stores in a lobby is also an option.

    Otherwise F&B tends to be the same as it always was in my location (Sweden). There is a government ban on dining inside restaurants after 20:30, so some hotels even improved their room service offer, e.g. waiving room service charges after that time, offered in-room cocktail solutions, or grab and go alcohol at the reception.

    The only thing I actually hate about the way hotels operate here is lack of stationary. I never understood how the hell they decided a pen and a block of paper are the most dangerous items in the room and need to be removed. I also hate having to use room service and drink canned beer after 20:30, but that’s down to government’s decision, it’s not hotels’ fault (hospitality business is lobbying hard to get rid of that limit).

    Luckily a lot of those US restrictions never became a thing in Europe – my hotel stays during the pandemic felt very normal. I wonder how will Hilton compete in EMEA market if they drop their service standards. Or will they be able to justify completely different service levels among the same brands, e.g. daily housekeeping in Europe but not in Americas?

  99. If this becomes the case in most chains, it will certainly give me more incentive to hotel hop on several one nighters over staying at one place a week or more with no h.k. in many cases, you can get more points or qualify for promos at the time as well better than staying at one location.

  100. I don’t need room service, but I do like a good restaurant and bar for dinner and breakfast. As a Diamond member, that is how I select the Hilton Property I wish to stay in when I travel. Those with restaurants offering cooked to order dinner and breakfast will get my business, those offering brown bags, won’t. And if they don’t plan to clean my room daily, they need to at least provide clean towels for each person per day. If Hilton is cutting these services, I might as well look at VarBO or other chain.

  101. Granted these businesses took a big hit because of c o v i d. But 90% of all the hotel workers in New York City are not working because of the hotels being closed not because we choose not to work. We want to get back to work. The cutbacks that you see they were thinking of even before the pandemic who are they kidding? Especially they do not like food and beverage. This is very prevalent with a management company whom is hired by a lot of Hilton’s as a management company.They like to cut cut cut cut cut and piss off the customers. I understand during the height of the pendemic there are certain things that you had to do to be safe and still need to do to be safe. At this point you can have housekeeping. And you can have room service normally. You just have to take precautions with masks, gloves, and sanitary actions and social distancing.

  102. The service cuts will not be implemented in a country like China, where the competition is really tough. Individual properties will override them unless the competition implements them too.

    One example is that while most western WA hotels did not offer free breakfast at a time when it was still excluded as a Diamonds perk, I got great free breakfast at WA Shanghai and WA Beijing. The reason was that the Mandarin Oriental or Novotel down the street offered free breakfast to every guest…It made little sense for the WA’s not to.

    Like I said, the fate of the rumored Hilton service cuts will depend on the competition, as it should in a free market economy.

  103. @DCS: “Like I said, the fate of the rumored Hilton service cuts will depend on the competition, as it should in a free market economy.”

    Yet again, DCS shows up to defend anything that Hilton does, saying that they’re only going to do it because everyone else does.

    That really doesn’t sell it as much as you think it might, you know.

  104. @Mike: I don’t take the quote from DCS the same way as you paint it. I read it to say that if competition follows that lead, Hilton will implement the changes. If competition returns to what has been offered, Hilton will follow them as well. I don’t read it as a defensive comment at all. Or for that matter, an attempt at “selling” the comment/changes.

    Just my opinion. I certainly don’t know what DCS meant. But in fairness, most of the comments posted by him/her are actually fair in regards to Hilton. Like United Airlines, this blog seems to have a dislike for the two and comments seem to be over the top about the two when in fact they are both competitive in their fields and offer as good of product as their competitors. My feeling is people place too much emotion into these comments. The immediate jump to “I will never use them again” pops up every story.

  105. If they’re reducing themselves to motel quality service, they’d better be charging motel level prices.

  106. The main focus is about remaining competitive. When occupancy is down you can’t continue to spend what you dont bring in. This pandemic was a first in anyone’s life that still breathes air, and to remain open in business there are some creative plans to deal with it. That’s what smart business do and in the states it’s what we do best.

    I’ve been in hospitality for almost 20 years, and what will drive the hotels is meeting the guests expectations, and for owners or investors profits.

    In between these groups are the operations that are actually the hotel.

    The hotel, the guest and investors all have expectations. A certain percentage of say 10 percent have unreasonable expectations in what they should receive.

    The work is done by people and the sacrifices are seldom appreciated by each sector within hospitality by the other.

    While the protests I’ve read have s ok me real merit , in my limited understandings it’s all about us, our cries of about ME.

    We have CEOs for good reason. They are our visionary pilot who guides us into the unknown. They surround themselves with the best people they can find to chart the path.

    This comes at a cost of course, and while the debate for what compensation should be, it’s the hourly hotel employees that are the first to serve, first to hear, and last to be heard.

    As for hearts being dedicated to hospitality they can’t sustain their loyalty and calling when their wages and hours have remained stagnant for decades and steadily production
    has steadily increased. That’s profit.

    Everyone has their part, and coming to terms with how to proceed forward into uncharted territories isnt what I am best at.

    When you have complaints or suggestions dont reserve them for the employee that are not empowered to make change, and as the industry historically proves are the least considered.

    Direct these comments or suggestion as high as possible, the lowest being the properties GM.
    As a last resort boycott the brand. When the profit is being negatively affected it will not affect everyone equally, but it’s never been about us , or we but ME all along.

  107. I stayed at a Hilton 2 weeks ago, and they are definitely still blaming covid for their lack of amenities. I just signed up for an amex hilton, specifically for gold status for the free breakfast and guess what? No free breakfast and the executive lounge is still closed. Definitely will use the sign up bonus points and cancel the card. No way I’m paying $95 AF for a hilton card. Their points/room are whack anyway, ill be lucky to get 3, 4 nights at an alright hotel for my 150k+ points.

  108. @Ray — You understood it exactly right, thanks. Good ol’ Mike’s reaction to anything that DCS writes is like that of the proverbial Pavlovian dog: no thinking, just reactions to cues.

    There is absolutely nothing controversial in my comments, which if anyone thinks about make sense based on how the free market works. We’ve seen AA and UA imitate some of DL’s worst practices and they became permanent. This is no different. It will depend on whether other hotel chains imitate Hilton.

  109. I am a Hilton Honors member, and what I am gathering from this original post is that in an effort to keep the cost down on their end, but give the customer less and still charge the same prices for less service(s), then it is okay if it saves the hotel chain a few dollars at the consumer’s expense. The hotel chain is charging the same price, if not more and we are okay with this. Wow.

  110. Spot on Ben. Like you I travel often and am actually top Elite with Hyatt, Marriott and Hilton for several years… (somehow still Diamond due to Corona extensions and night rollovers) actually stoped staying with Hilton a few years back due to straight up horrible service, never available suites and never available late checkouts… also b4 pandemic they have the least amount of hotels with lounges and when lounges aren’t available they upcharge breakfast if you want hot options (unlike Hyatt and Marriott). Hilton straight up needs to be boycotted! ps. Secretly been following you for years, you do good work.

  111. Well looks like Hilton may be losing a diamond and Marriott may gain a platinum. I saw this coming in every industry. They’ve all used the pandemic as an excuse to offer less for the same cost or even more for less.

  112. I just spent 2 weeks at a courtyard, I can live with no lounge and all the rest. The major issue I had was no coffee service in the lobby, the front desk told me it was unsafe due to the virus. But they had a large pot going and would give you a coffee on the way out the door……for $2.5 Come on I can live with the bed not made daily, but can we at least get free coffee that is not in our rooms rather than have to go outside

  113. I am not surprised at all by these changes. I think they have been planning this for some time.

  114. @Ray: “I don’t read it as a defensive comment at all. Or for that matter, an attempt at “selling” the comment/changes.”

    Taken purely at face value, it might appear that way; however, DCS’ typical modus operandi is, when someone posts something even remotely negative about Hilton, is to defend Hilton at all costs or, if appropriate, attack the messenger.

    As much as he wishes to protest otherwise, what he is doing here is nothing more than the same – these are nothing but rumors in his eyes (even if they came directly from the mouth of a Hilton executive), and the fact he’ll defend the possibility of them happening, so long as everyone else does it too.

  115. Unfortunately, I’ve stayed at MULTIPLE Hilton properties for work during the pandemic. These properties were located in the surrounding areas of Atlanta, GA. The last thing that they are doing act these priorities is actually cleaning! The properties have been disgusting overall! The towels and sheets aren’t getting changed in between customers. Neither the bathrooms nor the actual rooms are being cleaned! I’ve had coffee stains, blood stains, hair, dirt, food etc on sheets and towels in my rooms. I moved to 5 different rooms my last stay. The cleanest room had a dirty bathroom, visibly dirty towels, and ants! The front desk and management team at each location have attributed the lack of cleanliness to the cuts that were made during the pandemic. They have all stated that they are using agencies/contract workers. They’re wasting their money! The properties are suffering! The places are filthy!

  116. Did anyone else notice the comment about possibly removing minibars AND coffee machines from guest rooms? Can you imagine no coffee in the rooms?

  117. I have been a Hilton Grand Vacation owner for 3 decades; disappointment and dissatisfied doesn’t begin to express my thoughts.
    When traveling and in need a hotel, and Hilton is offering budget services, perhaps it is time to start booking budget hotels.

  118. Yes, it’s all about the money, not the customer,. I will be out of their hhonors program shortly!

  119. Even though Hilton housekeeping does not automatically clean your room daily, you can “Opt In” for service. You can choose daily housekeeping or specific days. You can also call the desk in the morning and request “just fresh towels”. There is plenty of flexibility with this new Lysol Clean Stay Program. The Front Desk agent should explain it at check in if your staying more than one night.

  120. You know for the price of the restaurants and room service even if your business is paying it’s outrageous. The last health and I stayed in did not have a microwave for me to reheat some food from my refrigerator my wife paid a huge amount for a 12-in pizza at the pool which I’m sure came from Frozen section of a supermarket. Hilton’s to me are now three stars. I can’t see how anybody would want to stay there it’s just a rip off and yes I want clean fresh towels every day after my showers. It’s all about the money and I don’t care about the brand anymore

  121. Stayed in a Hilton brand (Hampton Inn) in Sonoma Wine Country last night. Nice employees and accommodation. However, although approximately 45 of 117 rooms were empty, could not use my award certificates or points. And they raise rates to $200+ on Saturday night. Breakfast in a bag, but we could enter dining area and sit down for our “picnic”. All area restaurants have indoor dining now. Hampton Inn hopes to have what’s advertised on their web site as a great breakfast back “in a few weeks.” Shabby service and budget cuts at Hilton is why I now will shift elsewhere whenever possible and have now earned Hyatt Globalist.

  122. If some some GUEST would keep their room nice and neat u would be able to do not need housekeeping but some people are horrible when they stay at hotels some housekeepers wonder do they keep their apartment like hog pins it’s really crazy when u walk into a room that looks like a bomb blew up in there people should be considered of HOUSEKEEPING WITH OUT US THERE IS NO SERVICE SOME PEOPLE ARE VERY NASTY

  123. You are correct with that I never leave a mess I clean up after myself the same as I do at home. I would never leave a big mess unless I was leaving 100 tip and unable to clean my mess. I always leave a tip I know how hard there job is.

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