Room service is a hotel amenity that some people value immensely, while other people couldn’t care less about it. So that raises an interesting question, based on something that was just brought to my attention — is room service (or in-room dining, if you prefer) a standard amenity that should be expected at any upscale or luxury hotel, or is that just not the case anymore?
In this post:
The Royal Hawaiian Waikiki has no room service
The 528-room Royal Hawaiian belongs to Marriott Luxury Collection, and is one of the popular properties in Waikiki. Admittedly we can debate the extent to which US-based Luxury Collection properties are actually luxury, but here’s a detail that surprised me — the hotel doesn’t offer in-room dining, and it has been that way for years.
No, it’s not just that the hotel doesn’t have room service over certain overnight hours, or anything like that. Instead, it really doesn’t have room service at all, and the hotel simply recommends guests order food via food delivery services (which still requires going to the lobby, as those items can’t be delivered to rooms).
At what hotels should guests expect room service?
Back in the day, a vast majority of full service hotels had room service. Obviously not limited service properties, but beyond that, most hotels did have this amenity, at least in some capacity.
However, increasingly this is going from being industry standard to being the exception. Coming out of the pandemic, many hotels temporarily suspended room service, only to never restore it again. I guess that’s true of so many aspects of the guest experience at hotels in the US (in particular).
I think people are surprised to learn that room service generally isn’t profitable for hotels. You’d think it would be, given that it typically comes with lots of extra fees, and the process of serving it isn’t that inefficient. Yet somehow it’s something that most hotels lose money on.
The challenging economics also seem like the reason that room service should be a standard at a hotel that’s claiming to be luxury and have more high touch service, rather than it being something that’s just nice to have. Admittedly not everyone values room service, but part of what sets apart luxury hotels is how frictionless they’re supposed to be. If you’re willing to pay the inflated prices, there’s no reason they shouldn’t be able to bring food to your room.
So anyway, I’m a bit surprised by this policy at the Royal Hawaiian, even with the low expectations I have of hotels in the US. But I’m curious if it’s actually common for a “luxury” hotel to not have room service, or if this is unusual. Is it just a challenge with labor shortages in Waikiki, or…?
Bottom line
The Royal Hawaiian Waikiki, part of Marriott Luxury Collection, doesn’t offer room service. It seems to me like that should be a standard amenity at any luxury property, and should even be brand standard for Luxury Collection. Yet this 500+ room hotel offers no way to have food delivered to your room.
Obviously this is minor in the scheme of things, but still, it’s a sad reflection of how hotels in the US know no bounds when it comes to the corners they’ll cut (and this is hardly the most egregious example).
What do you think — is this a rare outlier for a “luxury” property, or is this more common than I realize?
As someone who usually travels alone I value room service immensely and will actively avoid hotels that don’t offer it.
I’m struggling to think of any true luxury hotels that I have stayed recently (post pandemic) and do not have room service as a feature - I certainly would consider it a ‘standard’ in a luxury hotel.
Having said that I suppose you could draw a distinction between a city luxury hotel and a resort. The former should be geared to business travellers on expense accounts who value room service for breakfast and/or dinner....
I’m struggling to think of any true luxury hotels that I have stayed recently (post pandemic) and do not have room service as a feature - I certainly would consider it a ‘standard’ in a luxury hotel.
Having said that I suppose you could draw a distinction between a city luxury hotel and a resort. The former should be geared to business travellers on expense accounts who value room service for breakfast and/or dinner. I suppose in a resort fewer are dining in room which makes the economics even tougher (though again I don’t think a hotel can call itself truly luxury without this amenity).
When traveling alone I value room service. On a dark and stormy night I will pay for the pleasure of an in room full meal that I can nibble on at my leisure. Yes the cost is ridiculous and fewer nice places offer it. But if they are in the hospitality business, they should remember how to please their guests.
Luxury is the most overrated term. It means nothing now.
Imagine how bad and lackluster it would be if they did offer it.
Also why doesn't the Centric Waikiki have F&B? Can it really call itself a 4 star with zero F&B?
Their restaurants are mostly bad at this point. You’re better off ordering in or walking 20 steps to Kalakaua or into the Royal Hawaiian Center which has a lot of options.
The Royal Hawaiian has been a terrible hotel for decades. The service is particularly abysmal.
I thought it was common knowledge that the Royal Hawaiian just cosplays as a luxury hotel these days.
One of the services that makes a hotel of the full variety is room service. I also hate when there's no alcohol available after 2200 either from the bar or in-room dining, and I'm at the mercy of local liquor laws.
Without these services, a Hyatt Place often delivers superior value to a Regency or Grand. I'm booking increasingly booking down.
About 25 years ago, the US based luxury hotels used to be way better than what you get in Europe. Than MBA's happened and now its an ever spiraling fall in standards.
You mention US luxury properties are often not that luxurious or a shell of their international counterparts. But I have to disagree, I had some amazing stays at for instance the Waldorf Astoria Beverly Hills, Ritz Carlton Rancho Mirage or Palace Hotel San Francisco. Rather have genuine polished service than just smiling all the time with no substance as I’ve experienced in some Asian properties.
A few exceptions don’t make Ben’s claim any less true.
Palace SF doesn't belong in that sentence.
this is a covid-era cut. they used to offer it. why they didn't restore it is obvi a separate q