Hotel Butler Service: How Do You Use It?

Hotel Butler Service: How Do You Use It?

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If you stay at luxury hotels with any frequency, odds are that at some point you’ve stayed at a hotel that claims to offer butler service. Sometimes it’s offered for all guests, while other times it’s offered to guests in certain room categories.

In this post I wanted to talk about that in a bit more detail, because I don’t have all the answers, and I’m curious how others approach this kind of service…

The basics of hotel butler service

When luxury hotels offer butler service, obviously the intent is to make each guest feel special, and to make them feel like they’re receiving customized service.

In my experience, when you check into a hotel with butler service, someone will introduce themselves as your butler shortly after you arrive in your room. Maybe they give you a tour of the room, and then tell you that if you need anything at all, you can contact them. The thing is, hotels often don’t very clearly define what services you can expect from butler service.

Furthermore, it often seems to me like the features that are offered are things that I’d either never want, or that I’d expect to be done anyway:

  • St. Regis likes to promote how the butler can wake you up in the morning and draw your curtains for you; like, I neither need nor want anyone to enter my bedroom and draw my curtains for me, especially since most luxury hotels have electric curtains
  • Hotels often promote how you can call the butler service hotline if you need anything, though it’s not clear how that’s any different than your typical general service hotline that virtually every hotel phone has

So let’s take a look at two hotel brands that offer butler service, and what they promote as possible services.

St. Regis butler service

St. Regis is one of the hotel brands that most consistently promotes its butler service. What does St. Regis claim that this service includes?

  • Packing services, whereby the butler will unpack your bag upon arrival, and pack it again prior to departure
  • Beverage service, whereby a butler will bring you a coffee or tea upon arrival, plus can provide a morning wake-up call and then deliver you your choice of coffee or tea, plus draw your curtains and bring you a newspaper
  • Garment pressing, typically for two pieces per day on a complimentary basis
  • Butler service desk access, whereby you can reach out to a central point of contact by phone or through messaging

Savoy London butler service

Let’s use the Savoy London as another example, even though Savoy isn’t a huge hotel group. I think this is an interesting one to look at because the hotel has a fascinating infographic about the value that a Savoy butler can add to your stay. This explains the ins-and-outs of butler service, including formal training, common tasks, tips, and strange requests they’ve received over the years.

For example, you’ll notice that the Savoy London butler service promotes how you can have the butler do your personal shopping for you. I mean, in theory that’s kind of cool, but how exactly does that work in practice?

Savoy London butler common tasks
Savoy London butler formal training
Savoy London butler strange requests

Where I do & don’t see value in hotel butler service

If you’re a socialite and/or Sheikh and are staying in a 5,000 square foot suite at a top hotel in London or New York or Paris and are hosting dinner parties and want someone to do everything for you, then I can totally see the value of butler service. Now, in fairness, these kinds of guests may also travel with their own entourage, with people who are more familiar with their preferences.

But for the rest of us who are just staying in guest rooms or more “standard” suites, I think there’s more limited value to butler service. I’ll take it a step further — if a hotel has good service in general, then I think butler service is a bit redundant. It’s interesting to me how a vast majority of Four Seasons properties don’t offer butler service, but rather just focus on offering good service across the board.

The area where I find butler service to be useful is with the very clearly defined value-add perks that are offered. For example, as someone who loves coffee, I appreciate how St. Regis offers complimentary coffee and tea through butler service (at some properties it’s limited to certain room categories). That’s something I always take advantage of. The garment pressing can be useful in other situations as well.

I do love St. Regis butler service coffee & tea!

I also see value to this concept at private island resorts. While not explicitly butler service, the Waldorf Astoria Maldives offers each guest a personal concierge, who can make useful recommendations during your stay, and look after you. I think this is quite useful, since it’s not like you need a concierge to provide expert tips on where you should eat or shop.

However, I see less value in virtually all other parts of the butler service experience, assuming a hotel otherwise offers good service:

  • If I need help with a dining reservation or something outside the hotel, I’d rather just reach out directly to the concierge, rather than someone who will essentially just play messenger
  • The whole concept of having a phone number to call or text for butler service seems redundant when a hotel also has a general service hotline, plus an app through which you can chat
  • The lack of clearly defined parameters also makes me a bit uncomfortable in making some requests; butlers will often say “I’m here for anything at all that you may need,” but clearly different hotels have different limits (for example, it seems Savoy offers to send butlers shopping for you, while I don’t think St. Regis does that)
  • I think the biggest issue with butler service is that some hotels don’t do a good job managing expectations; some guests expect that having butler service will be a life-changing experience, and then they’re surprised when they don’t hear from their butler after the first interaction

Bottom line

Butler service is a perk frequently offered at luxury hotels. Maybe I’m in the minority in feeling this way, but the whole concept often just confuses me. There’s so much variability in terms of the execution of this at various hotels, and there’s also no consistency when it comes to the services offered.

At many hotels, it seems like butler service shouldn’t even be needed, assuming the hotel otherwise offers decent service. In the case of St. Regis, I do love the coffee and tea, though…

What’s your take on hotel butler service? When and how do you use it?

Conversations (24)
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  1. Andrew Guest

    I just see the St. Regis Butler service as a nice little amenity where I can free coffee delivered, dinner clothes pressed and just a point person for questions/requests. Nice little oomph of service, that's all.

  2. Benson Guest

    On land mileage may vary depending on how much one needs or spends timewise at the hotel. Some experiences like a safari lodge, resort, or certain ship or suite areas on ships it's part of the operation and can be very helpful. I'm done ways they can alleviate "chance" and elevate a resort type stay.

    A butler served as a gateway to a wonderful post pandemic cruise, which was also our first cruise. Any...

    On land mileage may vary depending on how much one needs or spends timewise at the hotel. Some experiences like a safari lodge, resort, or certain ship or suite areas on ships it's part of the operation and can be very helpful. I'm done ways they can alleviate "chance" and elevate a resort type stay.

    A butler served as a gateway to a wonderful post pandemic cruise, which was also our first cruise. Any vacation would have been nice, but the butler was the face (or eyes due to masking) of the experience and rounded the edges and made some key timely things happen.

    For example, a butler can enhance a cruise when time and access to services and facilities, including to two way internal communication via mobile, is limited or not available (usually not an issue on land). They can help with accountability too. On a ship there is a lot to do and various services, and all the crew are connected and have guest profiles and work flows. The butlers can tap into that and their network of colleagues up and down the chain of command. For a guest, there is no fun in being connected to a corded phone in a stateroom to make or check on requests and check voicemail. The butler can help avoid that and can find the guests (electronic key swipes, and their network of colleagues). But, similarly not fun when if one has to juggle between concierges, housekeeping, and a butler. Too many people to interface with about essentially the same service and facilities. So, good for troubleshooting and being a human interface with the rest of the vast operation.
    Some basic examples, ensuring standing room service orders, running down requests related to the onboard activities and restaurants, what happened to laundry submitted two days ago, adjustments to scheduled excursions, fixed to luggage or other items that are scarce, etc.

  3. Richard_ Member

    I'm not a fan. Generally I prefer sending texts when I want something. There should be a recipient who figures out where to direct my request and make sure it gets done. Sometimes it's better to call. I like the Four Seasons app that lets you order room service. I don't want someone unpacking/packing my things.

  4. Fred Guest

    There's reading about what a butler does and there's experiencing what a butler does. If your use of a butler is a one-off experience, you will not understand or meaningfully benefit from the service. If you repeatedly use a butler, you will develop a sense of what they do and how to use them . . . and when the concierge is the better person for something. (Packing and unpacking is something we do ourselves.)

  5. Kieran Guest

    It’s funny you highlight the Savoy, which has been our family’s hotel in London since the 1950s.

    I’ve said in numerous hotels that offer butler service. But more often, I booked accommodations on ships that include butler service.

    I don’t want anyone to unpack my luggage … in my mind, I have a logical way to place my underwear, casual shirts, jeans, etc. I don’t want to hunt for my clothes.

    I also don’t want...

    It’s funny you highlight the Savoy, which has been our family’s hotel in London since the 1950s.

    I’ve said in numerous hotels that offer butler service. But more often, I booked accommodations on ships that include butler service.

    I don’t want anyone to unpack my luggage … in my mind, I have a logical way to place my underwear, casual shirts, jeans, etc. I don’t want to hunt for my clothes.

    I also don’t want someone to touch my dirty clothes. Yuck for them. I’ll take care of that.

    In the hotel, I seldom use the butler. Maybe to call for room service. Maybe tickets.

    On ships, we often host a cocktail party in our suite. At least once a week. Butlers help ordering food, booze, set-ups, etc, and since the know the flow of the suite, they know how best place things … and depending how many guests, they may stay to serve. After dinner, everything magically has returned to normal and cleared away.

  6. Erica T Member

    I ask them to do anything that I can can think of that will make my life more pleasant while I'm there. The worst they will say is no. Recent examples: a new phone charging cord when mine broke (no charge, even though they had to go to a store). A list of the street food vendors and their locations + hours. Local gifts for friends & family. Could I have done all these things myself? Yes, but I don't have to.

  7. Anthony Guest

    We think the St Regis keeps the butler service vague for their reasons.
    As you mention Ben, there are no guidelines, so one would need to ask until the get rejected. Thats really bad, but then again they are owned by Marriott.
    The best we could say is getting a coffee service. Try it twice a day and see the expression on their face.
    Its really nothing.
    As you say, you can call concierge or even the front desk for assistance.
    Free coffee, hmm.

  8. Pete Guest

    If I want something, I'll call. I certainly don't want a stranger rummaging through my luggage on arrival. I sometimes feel we're the least demanding hotel guests in the history of travel.

  9. lasdiner Guest

    It’s all marketing, like the chef on planes

  10. Fred Guest

    If you are a regular at a hotel with such service, you get to know the individual butlers and they get to know you and your preferences. And, you might be surprised by thoughtful touches that are beyond the ordinary. It can make a stay a little bit more special.

    1. Eskimo Guest

      This is the correct answer.

      If you stayed enough, they actually remember and be proactive.

  11. Andy Diamond

    I find it moe useful on business trips, where pressing or serving coffee at a meeting (in a suite with a dining/meeting room can be helpful

  12. grayanderson Member

    This bit from Clue came to mind, of course...

    https://clip.cafe/clue-1985/is-place-you/

  13. Sel, D. Guest

    Missing the whole tip shakedown thing also.

    As you know, the text line at the Waldorf Pedregal is more useful than any butler. Instead of waiting for a “butler” to become available, they will address any of your requests via the first available hotel employee (including a shopping service).

    The coffee example doesn’t really check, anyone can do that, it doesn’t need to be a butler.

    1. Lee Guest

      Yeah. And the restaurant waitress tip shakedown thing. And the bellman tip shakedown thing. Everyone's on the make. Everyone is trying to hustle you. Don't give 'em a dime. You're no mug.

  14. Tom Guest

    I researched this a while ago when I stayed at a butler serviced city hotel in Asia. The consensus was that people who most efficiently use their butlers were people who typically have full time help at home. “My home assistant packed my suitcase, of course my butler will unpack it”. It basically said that people who rely on a lot of help in their everyday lives will know exactly what a butler can do....

    I researched this a while ago when I stayed at a butler serviced city hotel in Asia. The consensus was that people who most efficiently use their butlers were people who typically have full time help at home. “My home assistant packed my suitcase, of course my butler will unpack it”. It basically said that people who rely on a lot of help in their everyday lives will know exactly what a butler can do. The rest of us who don’t live a life of luxury at home are understandably confused or shy about using the butler.

    Next time I stay at a place like this, I’ll definitely use the butler for packing and unpacking and laundry/ironing services.

    1. Mark Christopher Guest

      You are joking, right?? You can't take 5 minutes and unpack your bag??

  15. pstm91 Diamond

    Even a fantastic Concierge team can get busy. The biggest value to a "normal" booking that a personal butler adds is not having to wait for anything. You know your questions and requests will be handled immediately, and by someone you have a bit more of a connection with and knows your preferences (vs. the general concierge who may have to go check these things with their team members).

  16. derek Guest

    I'm surprised that there is no discussion on the procurement of sexual services.

  17. Wyatt Guest

    The Savoy in London is actually a Fairmont. I didn’t intend to use the butler service, but she noticed my pants (ahem, trousers) were slightly wrinkled while I was unpacking and she proactively had them pressed. It was great.

  18. David Guest

    I am never comfortable trying to figure out what I can ask the Butler to do. In general I like to maintain my privacy while traveling and more often than not I find that their personal approach to service leads to conversations I find a bit invasive—tho that’s a “me” problem and for most people likely indicative of good service.

    That said, I have had Butlers at all inclusive resorts get very proactive in...

    I am never comfortable trying to figure out what I can ask the Butler to do. In general I like to maintain my privacy while traveling and more often than not I find that their personal approach to service leads to conversations I find a bit invasive—tho that’s a “me” problem and for most people likely indicative of good service.

    That said, I have had Butlers at all inclusive resorts get very proactive in offering things like running baths, or having a bottle of wine I like at dinner waiting in my room when I return—and that is very appreciated! The Grand Velas Los Cabos in particular has always done a nice of job of offering up their services at the right times rather than leaving us guessing when to reach out.

  19. Denise Covert Guest

    Butlers are common at all inclusives and very helpful imo. I'd contact them to change the variety of items in my mini fridge, make my spa appointments, give advice on excursions, but granted a concierge can do all that. One thing I loved and will ask all future butlers to do when I'm at an AI is they drew a bath for us while we were at dinner with bubbles, candles, rose petals and champagne.

    Butlers are common at all inclusives and very helpful imo. I'd contact them to change the variety of items in my mini fridge, make my spa appointments, give advice on excursions, but granted a concierge can do all that. One thing I loved and will ask all future butlers to do when I'm at an AI is they drew a bath for us while we were at dinner with bubbles, candles, rose petals and champagne.
    One time while evacuating a resort after a hurricane our butler went above and beyond with my friend who had limited mobility, personally bringing her suitcase down when the elevators were shut off and making sure we got on the best and first bus out of there.

  20. Jeb Brooks Guest

    I agree with you here, Ben. It feels largely unnecessary. That said, nearly every time I’ve been fortunate enough to stay at a hotel with a butler, they’ve been incredibly kind, despite my not using their services.

    1. D3kingg Guest

      Maybe Delta should try Butler service. Then the grass would be greener in comfort plus.

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Erica T Member

I ask them to do anything that I can can think of that will make my life more pleasant while I'm there. The worst they will say is no. Recent examples: a new phone charging cord when mine broke (no charge, even though they had to go to a store). A list of the street food vendors and their locations + hours. Local gifts for friends & family. Could I have done all these things myself? Yes, but I don't have to.

2
Eskimo Guest

This is the correct answer. If you stayed enough, they actually remember and be proactive.

2
Fred Guest

If you are a regular at a hotel with such service, you get to know the individual butlers and they get to know you and your preferences. And, you might be surprised by thoughtful touches that are beyond the ordinary. It can make a stay a little bit more special.

2
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