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?
Not surprising honestly. During a recent stay at the Hyatt Place Waikiki we walked up the beach and checked out the historic hotels, Moana Surfrider and Royal Hawaiian. Both seemed to be capitalizing on the beachfront and history to justify eyewatering prices, even for Waikiki beachfront properties. We found plenty of better and cheaper places to eat and drink.
Where is the evidence that “room service generally isn’t profitable for hotels” and “it’s something that most hotels lose money on”???
For a guy who spends more time in hotels than at home, I think it may be 20 years since I stayed in a place with room service or a mini bar. I have no need for either.
Me either. I do like the empty fridge so that I can put my bottled water and a couple of cokes inside.
Hi Ben, you touch on the economics of room service and how it isn't usually profitable for hotels, but then don't go into the reasons and leave the readers hanging! I for one would be curious to know why. As a business traveller I have used room service quite a few times - usually if I've been working late for a client presentation and/or jet-lagged and therefore didn't have time or feel hungry enough to...
Hi Ben, you touch on the economics of room service and how it isn't usually profitable for hotels, but then don't go into the reasons and leave the readers hanging! I for one would be curious to know why. As a business traveller I have used room service quite a few times - usually if I've been working late for a client presentation and/or jet-lagged and therefore didn't have time or feel hungry enough to go out to a restaurant, but needed to eat somehow (with a glass of wine to loosen my thinking) at odd hours, and then I could expense it to the company. So I don't think it's a good move for hotels to drop it altogether..
OMG how low has the US has sunk with its non-service culture (no surprises it was Marriott).
No, it's not longer a LUXURY hotel, just some wanna-be.
While odd, there are lots of great food choices within a short walk. What bothers me more are the "airport" hotels without a shuttle.
Not only does it not have room service, it doesn't have a normal restaurant for dinner. No menu to pick from. Just a very pricy fixed price meal. Only open on certain nights as well. It really sucks there food wise. And the mai tai bar menu for lunch severely limited.
Bottom line, you can only eat a pricey 4 couse meal maybe once, the menu doesn't change, and personly I get really bored...
Not only does it not have room service, it doesn't have a normal restaurant for dinner. No menu to pick from. Just a very pricy fixed price meal. Only open on certain nights as well. It really sucks there food wise. And the mai tai bar menu for lunch severely limited.
Bottom line, you can only eat a pricey 4 couse meal maybe once, the menu doesn't change, and personly I get really bored with the $30 cheeseburger for lunch everyday.
Breakfast is nice. Going to the Halekulani next, after 40+ years at the RH. I want TRUE luxury.
I’ve been in the Royal Hawaiian a number of times, and had drinks at the Mai Tai bar, although I’ve not stayed there. As far as the design goes, including the gardens, it’s still very beautiful.
One’s definition of luxury varies from person to person of course. However, discerning hotel users often associate luxury with quality, comfort and these days, rarity. In the U.S. however, many associate luxury with their hotel points status, etc.
The few who experience true luxury routinely, believe that luxury is all about excess which is beyond one’s expectations or necessity. The subject hotel is definitely not in that category.
From reading Ben’s article on the...
One’s definition of luxury varies from person to person of course. However, discerning hotel users often associate luxury with quality, comfort and these days, rarity. In the U.S. however, many associate luxury with their hotel points status, etc.
The few who experience true luxury routinely, believe that luxury is all about excess which is beyond one’s expectations or necessity. The subject hotel is definitely not in that category.
From reading Ben’s article on the subject hotel, one is minded to remark upon how the experience sounds to be much like a first class seat encounter on a typical U.S. airline. All hype and enthusiasm without any substance, yes?
I think it is much like mini bars that it served a purpose at one time. I guess they ran the numbers and discovered it was not a viable proposition. It also depends on the location if other options are easy. One alternative could be for them to offer room service breakfast in the mornings only. They could also partner with one or two local rrestaruants for delivery.
The RH is more a nostalgic property and less a "luxury" one. And that is perfectly fine. It has a wonderful sense of place in Waikiki. Their Diamond Head view rooms are perfectly fine, but you're paying a premium for the experience. It is a nice property for entertaining the parents, but when we go without them, it is Halekulani for us. Expensive, quirky Diamond Head view rooms, but wonderful service.
@nomarkup...you're correct. RH is totally about nostalgia (and direct beach access), and I would hesitate to categorize it as 'luxury'. But I'm sure others would still regard it as luxury. Let me put it another way: take away the beach, take away the locale of Waikiki, and the hotel would rank as a mere 3.5* hotel on a scale of 5.
How many people are ordering overpriced bland hotel food anyway?
Like have you not heard of Uber Eats boomer?
I do see the appeal for OPM guests since it can all be billed to their corporate overlord, but you won't find Jimmy spreadsheet in a luxury hotel anyway.
Gurl...people know about Uber eats. It's about amenities being taken away that's the issue. Speaking of issues, next time you see your shrink ask him (because the best shrinks are always men, nit women) about your unresolved issues with 'overlords'...am I sensing a daddy/bondage thing here?
> have you not heard of Uber Eats boomer
You mean the service where you pay for overpriced bland cold food that you have to walk to the lobby for? At least hotels are obligated to pay their staff the local minimum/living wage. And I bet you barely tip your Uber Eats driver.
Sad to say the 'Pink Palace of the Pacific' has coasted along for years on the history of its glory days. I do like the pleasant grounds and landscaping, but the rooms are below standard for what you pay. The Moana Surfrider a little further down the avenue however does not disappoint.
While I like a room service breakfast, I'm pretty much unwilling to indulge it unless it's one of those rare hotels where it's offered as an elite breakfast choice or otherwise included. Loss leader or no it's just too damn expensive. Just because I may be willing to spend $750 (or more) on a hotel room, doesn't make me willing to spend over $100 for an average or even good room service breakfast.
When...
While I like a room service breakfast, I'm pretty much unwilling to indulge it unless it's one of those rare hotels where it's offered as an elite breakfast choice or otherwise included. Loss leader or no it's just too damn expensive. Just because I may be willing to spend $750 (or more) on a hotel room, doesn't make me willing to spend over $100 for an average or even good room service breakfast.
When you get past breakfast the choices are usually unhealthy and unappealing.
But, yeah, they still should offer it.
Most overrated thing.. who wants to be stuck in their room, eating or drinking... Plus, the food always shows up COLD... no thank you
PS - The hotel probably can't make any money at it, don't have enough people to bring food all the way from the kitchen to some room, when somebody orders a shrimp cocktail.... Better to deploy that server in a proper dining room, walking 20 steps, not 2000, because someone can't manage to go downstairs... (There are exceptions for those who are physically challenged, and there should be a service for them)
Luxury is having a choice. Otherwise there's a Motel 6.
Can a hotel be “luxury” but at a 4-star level? Maybe that would reflect a top-tier hotel missing a single important amenity (i.e. room service)? Just a rhetorical thought.
I stayed in another "Luxury collection" property in Kauai a few years ago, $400 per night and housekeeping only came every 3 days. I couldn't even get my bed made. I had to protest very loudly to get the daily bed-making.
And before anyone judges, yes I make the bed myself at home. When I'm paying $400 per night, its because I want someone else to make it and I pay for the privilege....
I stayed in another "Luxury collection" property in Kauai a few years ago, $400 per night and housekeeping only came every 3 days. I couldn't even get my bed made. I had to protest very loudly to get the daily bed-making.
And before anyone judges, yes I make the bed myself at home. When I'm paying $400 per night, its because I want someone else to make it and I pay for the privilege. This property also didn't offer room service.
I chalked it up to the touristic aspect of Hawaii but honestly, just because tourism is high shouldn't justify price gouging without the equivalent value.
there's no Marriott Luxury Collection property on Kauai nor was there one "a few years ago," so while I'm sure you had this experience, it couldn't be less relevant to this post
Depending on a trip purpose, it could be a deal breaker. I like to order room service in the Middle East or East, because it's usually cheap and tasty. But that's more in resort like places.
I
Were you going to say something racist?
Or just tell us how much you love flying Air Koryo Global First Class Suites, but never to Cape Town, China, because Cape Town is in a communiss country?
YOU NEED TO BACK OFF!!!!!!!!
You need to stop lying and posing, racist.
Now, now children …. let’s play nicely now and stop throwing our toys out of our prams …. yes? …. :-)
"luxury" in a come-on ad is a money attraction ; nothing more .
Luxury marketed hotels should offer Room Service, period. Sometimes you just want to stay and relax inside your luxury priced room .
I think most here are more the luxury travelers and want room service.
But the majority of us (myself included) look at room service as an over priced, cold and stale meal. I’ve never really had a good experience with room service for the very few times I ordered it.
I never look at a hotel with than amenity. Cuz. I want to explore the city or place I’m traveling. Not cooped up...
I think most here are more the luxury travelers and want room service.
But the majority of us (myself included) look at room service as an over priced, cold and stale meal. I’ve never really had a good experience with room service for the very few times I ordered it.
I never look at a hotel with than amenity. Cuz. I want to explore the city or place I’m traveling. Not cooped up into the hotel.
They didn’t keep it cuz it was obvious it never made money. Why keep a kitchen staff 24/7 when you get 1 or 2 orders overnight and a dozen in the morning.
With hotels being more and more drip pricing. This is one amenity that guests don’t have extra cash for. So. It’s gone.
It is not a "Luxury Hotel" if Room Service is not available.
I haven’t ordered room service in a hotel in at least 15 years. Much rather go downstairs or out for a meal.
Room service breakfast on a cruise - to avoid long queues - is sensible, but on land I never bother with room service.
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.
But it is not just room service that is being cut. At what level of hotel should there be a restaurant that offers breakfast? I recently stayed at the reno renaissance and was told that both the lounge and restaurant were closed on sunday. Should hotels have different availability or even openings on different days of the week? This implies they treat their business travelers differently than leisure travelers. Is that acceptable?
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.
I agree, Palace SF doesn’t belong on that sentence. I found staff there to be downright rude.
+1 @stvr. I was deeply disappointed by every aspect of my stay at the Palace Hotel. In fact whenever Ben says that the Luxury Collection is consistently luxury, I think of that stay and think "no, just no." But I have noticed that Ben now caveats that comment with "outside the US."
this is a covid-era cut. they used to offer it. why they didn't restore it is obvi a separate q