During the pandemic we’ve seen hotels cut all kinds of services due to lack of demand and to minimize contact between people. Over the past several months it has become increasingly clear that many of these service cuts are permanent. This is something Hilton’s CEO has been explicit about, as he has stated that hotels will become higher-margin and more labor-efficient businesses.
Here’s a further example of that. If executed well, I’m not sure it’s a change that I mind.
In this post:
Hilton will no longer proactively offer daily housekeeping
During the pandemic many hotels eliminated daily housekeeping as a standard feature. At Hilton this change is sticking around. A Hilton spokesperson tells me that going forward:
- Daily housekeeping will only be available on request at all non-luxury Hilton brands, by contacting the front desk
- On the fifth day of an extended stay, guest rooms will automatically receive a full cleaning
- Guests visiting Hilton’s luxury brands (Waldorf Astoria, Conrad, and LXR), will continue to automatically receive daily housekeeping
This update comes as Hilton is evolving its CleanStay program. For example, Hilton will no longer place seals on the doors of each hotel room in the United States prior to check-in after a room is cleaned. However, a spokesperson tells me that “the key tenets of the program remain,” including elevated cleaning procedures.
This is a change I might not mind
In general I’m not at all a fan of the hotel industry using coronavirus as an excuse to make long-term service cuts. We also all know that the savings won’t be passed on to consumers, but rather are an attempt to boost margins. I don’t like the idea of hotels not being staffed as well, and I also don’t like Hilton’s food & beverage credit “experiment” in the United States.
That being said, if the change were executed well, I wouldn’t mind it (unfortunately that’s a huge “if”):
- More often than not I skip daily housekeeping, since I find it to be unnecessary, and almost find it to be inconvenient; I don’t make enough of a mess in one day to require someone else to come into my room to clean it
- When I do want daily housekeeping, I prefer to just be able to call the front desk when I’m ready to leave the room, so that someone can be sent up when it’s convenient for me, rather than staff trying to knock at intervals
My major concern here is the bigger-picture implications, as this is clearly being done to cut staffing. Hotels can only realistically cut staffing if there are fewer rooms to be cleaned, so how will that be accomplished?
- Will some hotels try to set their own rules, and not even offer on-demand daily housekeeping, perhaps claiming to be short staffed?
- Will hotels heavily discourage daily housekeeping, and/or not tell people that this is an option?
- Will hotels hope that guests forget this is an amenity that’s available?
- When you do want your room cleaned, will it take hours for a housekeeper to be available?
Bottom line
Hilton is permanently eliminating proactive daily housekeeping at all non-luxury brands. Housekeeping will still be available on-demand by contacting the front desk, and otherwise rooms will be cleaned every five days.
For my own travels, I’ve always preferred on-demand housekeeping to proactive housekeeping, in the sense that I find it easiest to just let the hotel know when I want my room cleaned. I don’t mind this change on the surface, but the issue is the underlying implications here — this is all about cutting staffing, and that’s not good for guests.
I’ll be watching to see how competitors respond, and if this becomes the new industry standard for non-luxury properties, or if some other hotel brands try to differentiate themselves.
What do you make of this housekeeping change from Hilton?
The issue is that some hotels then also don't offer service on weekends....so on demand m-f..... Leisure travelers are forced to chase down clean towels, etc.
This actually may be good for the environment, reducing a lot of wasted water in bed clothes and towels that do not really need to be cleaned. Even if it is for the wrong reasons, it is a good change.
Stayed in a Hilton in Tulsa, worst
Hotel stay in 60 years of travel
IMO one of the 'perks' of staying in a hotel was someone making the bed and giving you clean towels everyday. I understand some people don't want it and that is why they used to have a door tag that says just that! I understand the need to cut costs, which is normal in any business all the time right? But this is pretty much a 'disguised' CoVID issue lie! I think it will be a boost to AirBnB and VRBO staying.
As a hotel manager, it is my goal to staff my housekeeping department to the point that I can offer daily housekeeping as an option upon check in. Unfortunately, that’s increasingly difficult given the labor pool even though our company pays far more than the other hotels in our market.
The lack of paying housekeeping definitely needs isn’t reflected in the price. The CEO hasn’t taken a pay cut to share the pain with employees. Greed is on full display. One star reviews for any hotel that does this only every review site.
Hilton donated money to Trump so they must believe agree this Pandemic was fake and so shouldn’t be making excuses or changing anything.
I work at a Hilton hotel and I prefer stayover service everyday unless the DND is on the door. This is an excuse to cut staff and pocket the money for themselves. We’re charging more for our rooms and paying staff less by not issuing raises. Crazy!
As a hotel GM here, the author is genuinely uninformed and unknowledgeable about how hotels have been forced to operate during the pandemic and post-pandemic, and/or in general. The concerns he has about receiving housekeeping at his convenience are inconceivable at a hotel level. The majority of non-luxury hotels seldom offer 24-hour housekeeping service, as this would require staff to be sitting around waiting for a guest to ring the front desk and demand housekeeping...
As a hotel GM here, the author is genuinely uninformed and unknowledgeable about how hotels have been forced to operate during the pandemic and post-pandemic, and/or in general. The concerns he has about receiving housekeeping at his convenience are inconceivable at a hotel level. The majority of non-luxury hotels seldom offer 24-hour housekeeping service, as this would require staff to be sitting around waiting for a guest to ring the front desk and demand housekeeping at their leisure. A typical limited-service hotel has housekeeping staff available during daytime hours only, and if the guest places a Do Not Disturb on their door, their room will be serviced the following day. If the guest requires fresh towels or linens after hours, they can pick it up at the front desk. Hotels have truly taken hit during and after the pandemic, and have very limited staff and resources at this time. At the current moment, our brand can't even purchase terry or linen because there is a national linen shortage. Manufacturers and distributors are short on labor and can't keep up with the demand. Our Hilton-branded hotel has resorted to purchasing lower quality off-brand terry just to provided our guests with bath towels! It will take years for hotels to rebuild after this economic crisis. I suggest guests consider this when they are traveling, and take into consideration that our hotels are struggling, our teams are struggling, and all we want to do is provide you with a warm, welcoming stay. Be easy on us right now.
You dumped your employees in the trash at the first sign of trouble and now want people to be easy on you for being short staffed? You burned you employees and now are struggling because they got smart to how poorly you treat them and changed careers? Boo hoo poor hotel manager telling to unemployed the should have saved more and didn’t do the same for your business and you want sympathy? I hope your hotel goes under.
This method actually is not good what I understand they want to cut the cost from staff so it means no more house keeping departments anymore which is not good the room has to be cleaned daily
They can change this method to o prefer the time to clean the room.
Small room even suit and you entered without clean you will get mad
With the staffing issues that are plaguing the industry, this makes sense. Do we know if and when staffing will return to "normal" and the wages that it is taking to get a warm body verses someone who actually cares for their position and the importance that housekeeping plays. Some hotels will have to continue to clean daily based on their business mix so they can prevent room issues but overall I agree with this...
With the staffing issues that are plaguing the industry, this makes sense. Do we know if and when staffing will return to "normal" and the wages that it is taking to get a warm body verses someone who actually cares for their position and the importance that housekeeping plays. Some hotels will have to continue to clean daily based on their business mix so they can prevent room issues but overall I agree with this model of not offering daily service. Most people, including myself, don't need daily service and I typically opt out myself. Points for not having daily housekeeping is nice but should we really pay a guest to opt out when it's not necessary? As margins have continued to shrink, I can certainly support this approach. It will be interesting to see what other brands do.
Well maybe employees would care if they weren’t disposed of at the first sign of trouble while the CEO still earns millions?
I've always disliked the bed being remade so I usually opted out of cleaning. But one cleaning task I do occasionally need during a stay is taking out the trash. During COVID I took to leaving it outside the door, as did many others. It'll be interesting to see if they develop a "nicer" way than the hallway getting lined with garbage.
Bring back green choice!!!
At the moment, hotels in the US are suffering a severe staffing shortage. Hundreds of hotels cannot get their pre-covid staff back. Many have moved on to other jobs. Some just aren't coming back at all. It has, finally, forced hotels to pay higher wages and even having hiring bonuses. It is a very real issue.
I've always wondered why daily was needed. Most regular stays are less than 3 days. You may just...
At the moment, hotels in the US are suffering a severe staffing shortage. Hundreds of hotels cannot get their pre-covid staff back. Many have moved on to other jobs. Some just aren't coming back at all. It has, finally, forced hotels to pay higher wages and even having hiring bonuses. It is a very real issue.
I've always wondered why daily was needed. Most regular stays are less than 3 days. You may just need additional towels, soap etc. I've been in this industry for over 30 years, and have no issue with this.
How about fixing out dated front end systems where the front desk types for 10 minutes to check you in? Or fix the same mobile apps so the mobile key works? You have all my data already, you want to stiff housekeeping and charge a resort or destination fee? Might as will be Ryanair, Spirt and Frontier.
Optional housekeeping has always been an option. You could always ask your room not to be cleaned. It should remain an option, but NOT the default option, and the savings, at least in part passed on to guest. I see the next step as guests to be CHARGED EXTRA for housekeeping.
If Guest don’t complain loudly of this change, I see this is the first step in following the airlines in on bundling services...
Optional housekeeping has always been an option. You could always ask your room not to be cleaned. It should remain an option, but NOT the default option, and the savings, at least in part passed on to guest. I see the next step as guests to be CHARGED EXTRA for housekeeping.
If Guest don’t complain loudly of this change, I see this is the first step in following the airlines in on bundling services and charging for everything. Remember when checked baggage and seat assignments were free for everyone?
First the degrading of the breakfast option and now this. I’m waiting to see if Marriott follows, because of a doubt my loyalty is changing.
And the answer is..."Travel’s Labor Problem Now as Surge in Demand Leaves Operators Scrambling"
https://skift.com/2021/04/13/travels-labor-problem-as-surge-in-demand-leaves-operators-scrambling/
And the answer is..."Travel’s Labor Problem Now as Surge in Demand Leaves Operators Scrambling"
https://skift.com/2021/04/13/travels-labor-problem-as-surge-in-demand-leaves-operators-scrambling/
Translation: Hilton simply got ahead of what will shortly become an industry-wide problem. My prediction, therefore, is that "housekeeping on demand" will be around only as long as the labor market remains tight...
I'd welcome this if you had the option to book cleaning "slots", kind of like a grocery delivery service, to have some assurance that the cleaning will actually happen. I want this to happen effortlessly in an app, not an awkward phone call to the front desk.
My objection is that I don't expect to see this paired with a permanent drop in hotel rates. It's one thing to not default to daily housekerping if a hotel is charging $59/night, but if I'm paying $200 or $250? Gimme a break.
So much for Commitment to Clean
I'm a retired Executive Housekeeper that worked in the hospitality business for over 30years.. however room service has always been complicated. Management would cut hours so Housekeepers will loose time on the clock stating overtime must be trimmed back having housekeeper to rush cleaning room resulting in poor service for guess
That's why I stay in a hotel. I want my room cleaned every day. I also would prefer to opt out rather than opt in. When opting out, I should get something (like points) for saving Hilton the cleaning costs.
Having worked in the industry for 20+ years, this is an unfortunate necessity right now. Staffing is SO hard to find, we simply can’t staff to do this. Yes it will be a cost savings to ownership but this is being done to prepare for the changing workforce more than anything.
Also, there will be no such thing as “on demand”. We simply couldn’t staff for that. Most hotels are asking that you request...
Having worked in the industry for 20+ years, this is an unfortunate necessity right now. Staffing is SO hard to find, we simply can’t staff to do this. Yes it will be a cost savings to ownership but this is being done to prepare for the changing workforce more than anything.
Also, there will be no such thing as “on demand”. We simply couldn’t staff for that. Most hotels are asking that you request the service the night before so we can plan. You won’t be able to call down and say, “I want my room cleaned now”. It’s just unattainable.
Again, keep in mind, this is being done because we can’t find help. Even at higher wages, great benefits etc. help is hard to find in our current situation. Hopefully this will change over time.
Expect one star reviews on every stay and every site.
Stayed at a Hilton canopy in Dallas the week before last. Someone went into my room, opened my suitcase and searched it. They stole my Sony headphones and my Android Tablet. They didn't clean my room, but they did toss it and steal my stuff. Hilton hasn't responded to the issue.
I am a housekeeper and tryed this way of cleaning but found that the rooms were so bad at the end of the guests stay it was heartbreaking to see. Daily cleans are much better. One nighters can make so much mess.
I'm voting with my wallet. If I ever encounter a hotel not offering a daily housekeeping as the default option, I'm no staying there. Luckily here in Europe it's far less common and all hotels I stayed at during the pandemic had regular housekeeping without any disruptions.
While I don't need house keeping daily, I'm usually on vacation when staying at a Hilton, so I like the option to decide by using the old fashioned door sign "needs services." I pick up after myself but on vacation if the trash is full or linens dirty' I like service and feeling like I cane back to a clean room. that's part of the relaxation I look forward to. i also worry about PESTS...
While I don't need house keeping daily, I'm usually on vacation when staying at a Hilton, so I like the option to decide by using the old fashioned door sign "needs services." I pick up after myself but on vacation if the trash is full or linens dirty' I like service and feeling like I cane back to a clean room. that's part of the relaxation I look forward to. i also worry about PESTS ' which I despise... I've seen some dirty conditions in hotel rooms before just walking by as house keeping is cleaning' .. I worry that after days of old food drink' spills' etc that people leave out roaches will be attracted. Not everyone is going to call' as needed. Then on the day people check out' house keeping will have so much more to clean up' which means check in times will be effected.... so while I get the cost effect and resources preservation ' I'm not sure' so we will see how it goes..
They are doing it, because their corporate heads are using the pandemic as an excuse to still charge the same rates, without having to pay staff. More money to the bottom line and their pockets
As a hotelier myself I disagree with the author of this article on one key point. What the author is not taking into account is that there are still massive staffing shortages and it's becoming increasing more difficult to hire for line level positions like housekeeping. I've been in this business for nearly 30 years and the wages for housekeepers have increased exponentially and we still can't find help.
Finally! We have learned to clean up and cook for ourselves.
I would be afraid that soon hotels will start charging extra for ondemand housekeeping too. I usually refuse housekeeping and only request services when I need them. I prefer not to have people coming in and out of my room to clean. I Always leave a tip. It has worked well for me for decades.
I agree that for a long stay cleaning is not needed every day and a guest can always call the front desk and ask for clean towels, but what about replenishing toiletpaper or watet or filling up the minibar? Will guests noe walk up and down to fetch these or sit on the phone to request these several times? Also the cost of housekeeping is what influence the daily rate a guest pay, so will...
I agree that for a long stay cleaning is not needed every day and a guest can always call the front desk and ask for clean towels, but what about replenishing toiletpaper or watet or filling up the minibar? Will guests noe walk up and down to fetch these or sit on the phone to request these several times? Also the cost of housekeeping is what influence the daily rate a guest pay, so will guests now be offered a better rate? Obviously if a service is cut there should be a rate compensation. Guests cannot pay for a service not received. As a Hotel GM I want my guests to have an expetience and and one of the main factors here is service. This is what turns guests into returning guests and do free marketing by word of mouth. My opiniin Hilton is saying now if you have money to stay in our more expensive hotels you will get service, but if you stay in our lower cost hotels, you are not entitled to service cause your wallet is not that thick.
No - my opinion even a basic service should apply. Everyone can make their own bed but at least fill up the necessary amenities and the minibar.
Does Hilton not have an App where you can request housekeeping items like Marriott? I stayed at 2 Marriott hotels recently where they did not offer daily housekeeping but you could request towels, shampoo, tissues, etc via the App. I thought this was ideal between not having strangers enter my room at random times while also receiving the services I desired
Great initiative from Marriot. They still provide a service and this is what it is all about
Except for my recent stay at a Residence Inn where cleaning is every three days anyway have I even gotten on demand cleanimg. This includes Hyatt Place, Marriott, Courtyard and LeMeredian
One hotel I requested it when I was leaving at 2pm and it was too late. So I requested for the next day then. Never showed up.
While an independent hotel in Provincetown serviced the room 2x day with turndown service in the evening.
Traveling alone and not getting daily cleaning is not too big of a deal except as mentioned the trash cans are tiny. Traveling with a family this is a nightmare. Where do you hang 4 or 5 towels to dry in 24 hours or less? Washcloths are nonexistent! Trash piles up. This is just a terrible practice!
I also don't have any problem with this, but it would be nice to get some token points for it. It's also not great if you work housekeeping at a hotel.
I am not happy with this change. I like to leave my room to go to meetings etc and know that when I return my room will have been cleaned, my bed changed, fresh towels up and everything in shape so all I need to do is relax. I pay a pretty good price to stay in the Hilton chain. If they want to treat me like a Motel 6 I’ll choose another good hotel like Hyatt.
While true they are trying to increase margins you need to understand we are not paying the same room rate today at a hotel that we paid pre pandemic. Additionally I believe salaries and wages have increased due to lack of available employees. With all that said I believe this is a good program for all.
I haven't allowed housekeeping into my hotel room in years. I don't need anyone messing with my stuff. But it's just plain awful to think of all those people out of work.
I think Hilton could make a real impression by creating a fund to offer education to housekeeping employees so they are able to get a better job. If they're a good fit in hospitality, Hilton could organize training - including English lessons...
I haven't allowed housekeeping into my hotel room in years. I don't need anyone messing with my stuff. But it's just plain awful to think of all those people out of work.
I think Hilton could make a real impression by creating a fund to offer education to housekeeping employees so they are able to get a better job. If they're a good fit in hospitality, Hilton could organize training - including English lessons in America - house them, feed them, just require them to travel to the location independently. If they'd like to pursue other fields, award scholarships. The money's already there in saved wages and many people would be motivated to chose a Hilton property for their travels. Could be a big PR win for Hilton.
Very recently stayed at a Hilton and they had less employees to help Guest services at the Desk (longer waits for check in) and less knowledgeable. Needed bath products for 2nd day but never received. Lack of support services was disappointing.
Been a while since I had a multi day stay that I actually wanted house keeping so if this helps keep pricing down. I do really hope they don’t give pushback if you need it.
Their sanitizing and cleaning of rooms are very lax. I found a 10” “adult toy” in the closet of my room at a Hilton Garden Inn in Georgia. The front desk just apologized and said they would notify the housekeeping supervisor. Gross!!!
Tru by Hilton is already not cleaning rooms. I couldn't get my room clean even after requesting cleaning. Had to go to front desk daily for clean towels. Cleaning came after 4 days. They are not cleaned at after check out. My sister room still had trash in it.
Even when we requested clean sets of towel and requested dirty towels taken they still did not do that. Stayed at Hilton Tru Harberson, SC. We even requested it the second time to the manager and nope. They told us to put the dirty towel.on the third day out in the hallway. We did. Still took them a day to get them.
Do YOU ACCEPT INTERNSHIP ???
It may not be that Hilton want's to reduce staffign levels but that they simply can't get the staff.
The pandemic has made a lot of changes to the workplace.
I was reading recently last week that large parts of the US retail sector is havving issues recruiting staff. Pay is only part of the problem a lot of workers have become fed up of unnesessarialy rude customers that they used the pandemic to gain...
It may not be that Hilton want's to reduce staffign levels but that they simply can't get the staff.
The pandemic has made a lot of changes to the workplace.
I was reading recently last week that large parts of the US retail sector is havving issues recruiting staff. Pay is only part of the problem a lot of workers have become fed up of unnesessarialy rude customers that they used the pandemic to gain extra qualifications and change jobs and not always in another retail setting.
If former hotel housekeeping staff have found jobs working in perhaps people's homes (they are workign at home and don't want to do household chores as well) then they may not want to go back to hotel work
And the idiot hotel executive who said the other day patrons should tip more instead of them increasing pay rates dosen't help.
Ok, my solution to not getting help: don't book more rooms than you have help to clean them! I stayed at a new Radisson on Pensacola Beach a few years ago for business. Thank God it was for only one night. The linens hadn't been changed. I slept with my open coat on the bed and put a skirt on my pillow to sleep. The next morning at check out, everyone was complaining about the...
Ok, my solution to not getting help: don't book more rooms than you have help to clean them! I stayed at a new Radisson on Pensacola Beach a few years ago for business. Thank God it was for only one night. The linens hadn't been changed. I slept with my open coat on the bed and put a skirt on my pillow to sleep. The next morning at check out, everyone was complaining about the same thing. Hair in the coffeepot! Supposedly the room had been cleaned! It was too late to call for room service. Waaay before covid. So yes, it happens that your room is not cleaned. You better check it.
I have stayed at Hiltons exclusively for many years. However, with the mythical food credit and now this, the lack of housekeeping I'm done!
I'll find another brand to use as my "go to" hotel.
I'm curious how this will look in praxis. I was under the impression (I could be wrong) that various cities and states require daily housekeeping as a way of "checking in on guests." Hopefully, we don't see more dead bodies showing up at hotels because of this.
I've been teleworking a lot from hotels, what I wish they would do is send someone to your room immediately as you check in to proactively offer you extra towels, coffee options and toiletries. If you're staying for the week, your room may only have two towels and caffeinated coffee options. They should also communicate what to do with the trash or offer some sort of trash pick up hour.
I recently stayed at a full-service hotel that was doing housekeeping every five days.
Total PITA to need to call to get coffee and cups, or towels, or trash emptied, since I was working all day with early and late hours. Also, although I was there nine nights, housekeeping never showed up despite multiple phone calls re: the mysterious fifth-night cleaning.
At the risk of sounding agonizingly entitled, I think at that price point I...
I recently stayed at a full-service hotel that was doing housekeeping every five days.
Total PITA to need to call to get coffee and cups, or towels, or trash emptied, since I was working all day with early and late hours. Also, although I was there nine nights, housekeeping never showed up despite multiple phone calls re: the mysterious fifth-night cleaning.
At the risk of sounding agonizingly entitled, I think at that price point I had purchased an experience where I’d opted out of this BS.
This is fine as long as they provide larger garbage cans, we fill ours with a one day stay..I can't imagine a five day stay..
Hotels should offer two daily rates: One with daily housekeeping and the other without except every 5th day. Let customer decide what level of service they want and willing to pay for. It's true that most rooms don't require daily cleaning especially for one occupant business traveler. Rooms occupied by couples or families generally do need some level of cleaning especially bathroom and making up beds. Bottomline this proposed cut in service appears more as...
Hotels should offer two daily rates: One with daily housekeeping and the other without except every 5th day. Let customer decide what level of service they want and willing to pay for. It's true that most rooms don't require daily cleaning especially for one occupant business traveler. Rooms occupied by couples or families generally do need some level of cleaning especially bathroom and making up beds. Bottomline this proposed cut in service appears more as a way for hotels to make more money by reducing staff.
Yes! I recently stayed at a limited-service property that listed two rates, one with housekeeping and one without. I opted for the one without and it was perfect to get precisely what I’d paid for.
Hilton can take it and stick it
Over charge less service I’m done with all their brands as well as my entire traveling staff
This is the case with IHG properties, during Covid IHG required all properties to at the minimum offer housekeeping on demand. However based on my experience I’ve seen all kinds of excuses
- housekeeping is not available during your stay
- housekeeping will not be daily
- on request
- must call the day before for housekeeping
While hotels could say all these outrageous things, they are required by brand standards to offer it on demand, with no excuses.
I think this is ridiculous. You get charged more for their hotels. And they stop offering things that were considered basic services. I had this experience when I visited Orlando Fla. Recently. Going down stairs every day to ask for towel or toiletries is ridiculous. They could at least clean the rooms every other day. This is about greed. Cut staffing and change your customers more. Notice they did not cut these services for their elite brands!
We were told that housekeeping request required 24 hr notice. Requests for towels, coffee pods, etc were filled but after several hours and with attitude thrown in.
Regrettably, I have requested on the third day at a Hampton in to have my room cleaned. They not only didn't clean it but management accused me of having the DND sign out as their excuse. In over forty years of travel, I have never put the sign out, but the GM was adamant. I love Hilton and have no issue at all with on request, but when requested do tHe job, DO IT.
So much for all this guff about Post Pandemic Hygiene. The Corporate world are such hypocrites.
I've been in a Home2Suite by Hilton and requested housekeeping in my room just to find out it was not done when I was back in the evening. I was told they were short in staff!!!
When paying $120 a night, I do not want to hear that. Do you understand M. Hilton???
As well, when they did do the room, the cleaning was done very fast. They forgot to leave soap and...
I've been in a Home2Suite by Hilton and requested housekeeping in my room just to find out it was not done when I was back in the evening. I was told they were short in staff!!!
When paying $120 a night, I do not want to hear that. Do you understand M. Hilton???
As well, when they did do the room, the cleaning was done very fast. They forgot to leave soap and a new kleenex box.
Tell me: how can you manage your staff if you do not know how many rooms you will have to do in a day?
Well if they are not going to lower the price, I see it as a cutback. I will continue to request daily housekeeping & guess I have to call the front desk from now on!
For me, staying in hotel means daily housekeeping. Simple! If you can't do it, why am I paying this kind of prices?
My concern is that they will not be able to accommodate all the requests and housekeeping is going to happen later and later especially in major cities like New York City.
Is awful to have a trash and no clean shits and floor for five days,is nice when you go out and come back to your room everything will be neat,the Hilton is doing that because they want to cut employee but they still high prices and charge you for the maid
When I arrive at hotels nowadays, even luxury properties, I find the hallways littered with trash bags. One or two trash bags, or an overflowing trash basket, neatly placed outside each room door, waiting for collection. Unsightly, unsanitary, to say the least, and the direct result of eliminating daily housekeeping. How anyone think this is acceptable is beyond me.
The key here really is whether it's "on demand." For my last Hilton stay, I called the morning-of to request a servicing for anytime that day and they said they couldn't, you had to request it the night before.
As long as I can get clean towels and my bed made while I am out of the room I will give this a try.
I traveled through COVID in healthcare and only stay at Hiltons. I think one in yhe last year actually cleaned my room once. I stay ten days at a time. I have actually requested a refresh for my room and twice didn't get it. It's the new times which is no big deal. I keep my room tidy anyway.
Well I guess I'll follow cheap Chris and not leave a gratuity for my staff person that may or may not come to clean my room....
If it's good enough for my CEO it's good enough for me.
No
That's not what I said. I said what a hotel executive said he wanted to happen.
And I do tip and don't steal the toilet paper.
Will I received my pillow and sheets and blankets when I check in at the front desk???
I am at a Hampton Inn for at least 4 days per week. I don't not having daily service. I, however, would prefer if you would stock my room with a set of towels for each day I am booked for.
I believe as a CC rewards member this should be an option to daily cleaning or opt out. Also this worries me especially in areas where daily cleaning may be necessary due to pest control. This Industry should be setting cleanliness standards not leaving it up to customers who after five days may leave a room that look and smell like a landfill. May cost the chain more in the long run if this was to happen. Cleanliness and quality for profit margin. Hmmmm. Not sure.
I'm a little confused by all of the nonsense comments from this article. What would make you think they are not going to clean rooms between guests? Also if nobody is aware we are currently facing a staffing crisis so most business ( including hotels) are on reduced staffing trying to offer the best service they can. My advice would be to show some compassion and understanding. If you can't do that then stay home.
When I stay at my Hampton Inns, I never ask for housekeeping. I cannot lock up everything so it's not stolen. If I need tissues or anything, I ask at the front desk. I did stay 5 days a few weeks ago; and thank goodness, then, nobody demanded to clean my room. All free breakfasts should be returned to the hotels.
My take on this:
1. Five days is a very long time. Should be max 3-4.
2. I suspect that they won’t proactively offer or even mention this, and that many guests will feel somewhat cheated out of the ”hotel experience”.
3. I fear that hotel rooms will feel much less clean overall going forward, since this would create a need for deep-cleaning between each guests that will most certainly not happen....
My take on this:
1. Five days is a very long time. Should be max 3-4.
2. I suspect that they won’t proactively offer or even mention this, and that many guests will feel somewhat cheated out of the ”hotel experience”.
3. I fear that hotel rooms will feel much less clean overall going forward, since this would create a need for deep-cleaning between each guests that will most certainly not happen. This is exactly what has happened in Scandinavia, where both major brands (Scandic and Nordic Choice) have moved to request-only housekeeping - the rooms never feel clean anymore.
4. I would assume that the hotel chains would want to differentiate themselves more from Air Bnb, not less.
Well…first no breakfast anymore….now, no room cleaning….how about No Resort Fee and No Parking Fee going forward. That would make the stay worthwhile.
But what happened to their “we check your room every 24 hours”-rule after the terrible shooting in Las Vegas (I think it was Las Vegas)?
Uh.... this thing called Covid-19 that shut the country down and had us all stop being in contact.
There’s still something called Hilton’s DND policy. Covid19 isn’t an excuse for all poor corporate policies
Unfortunately my experience just last week (Embassy Suites downtown Tampa) was such that we could not get housekeeping to even drop clean towels outside our door. We spent six nights, anytime we wanted towels or coffee we had to request, and never knew when we would get it. Lack of staff is a problem. One evening we walked into the bar that also doubles as a restaurant and we're told "we have no cook, there...
Unfortunately my experience just last week (Embassy Suites downtown Tampa) was such that we could not get housekeeping to even drop clean towels outside our door. We spent six nights, anytime we wanted towels or coffee we had to request, and never knew when we would get it. Lack of staff is a problem. One evening we walked into the bar that also doubles as a restaurant and we're told "we have no cook, there is no food". Welcome to the world of adjusting expectations to absolutely zero, no matter if you have status, no matter what!
Guys…you can’t “cut housekeeping staff” that doesn’t exist. Partly because of government incentives and partly because we’ve reached the new generation of the labor force, hotels are struggling nationally for back-of-the-house line-level positions. Yes, this new program is designed with the hotelier’s best interests at the forefront, but it’s mostly because we are struggling to find warm bodies, let alone efficient and adequate employees. Everyone from General Manager’s to Director of Sale’s are pitching in...
Guys…you can’t “cut housekeeping staff” that doesn’t exist. Partly because of government incentives and partly because we’ve reached the new generation of the labor force, hotels are struggling nationally for back-of-the-house line-level positions. Yes, this new program is designed with the hotelier’s best interests at the forefront, but it’s mostly because we are struggling to find warm bodies, let alone efficient and adequate employees. Everyone from General Manager’s to Director of Sale’s are pitching in in housekeeping just to stay afloat currently. Our guests’s wants and needs are still extremely important to us. Our time us unfortunately strapped due to the current economic labor position we are in.
I think the Hilton isn't too worried about cleaning there rooms. My boyfriend and I tried to get a room at one of the Hilton hotels in Cupertino CA for my birthday get away. There was an empty water bottle in between the pillows on the bed a mask on the dresser (a used one) a used hand towel on the side table trash on the bathroom floor and another half empty water bottle near...
I think the Hilton isn't too worried about cleaning there rooms. My boyfriend and I tried to get a room at one of the Hilton hotels in Cupertino CA for my birthday get away. There was an empty water bottle in between the pillows on the bed a mask on the dresser (a used one) a used hand towel on the side table trash on the bathroom floor and another half empty water bottle near the tv. I explained the condition of the room left for almost 3 hours went back op to the room I couldn't believe it wasn't even touch I returned to the front desk explained to the manager the situation. They wanted to have me wait for the room to be clean instead of them just upgrading my room. I had already waited 3 hours so I decided to ask for a refund. A couple of days later I was looking at my bank statement those a**holes had the nerve to try to charge me the the bottles of water that were halfway drunk in the room.
I’m currently staying at the Sheraton Waikiki, where the check in material said housekeeping had to be requested the night before…. When I called to request it for the next day, the guest service rep, said, “And every day there after.” I said sure, and have had daily service with no issues.
The only people who will be annoyed are those who have a dump truck load of toiletries at home because they hoarded the new ones left during the daily housekeeping.
I will appreciate not having to worry about timing my absence with housekeeping staff during my normal short stays.
I do not understand why people would want to stay in rooms that have not been cleaned for up to five days , it reflects very badly on their personal sanitary habits, how do they live at home ?.I would suggest you try a different brand other than Hilton to take your money.
You missed the point. No one stays in a room that's not been cleaned for 5 days.
The room will be cleaned on your request, i.e., even if it'd been cleaned before you got there, it'd be cleaned again if you request it.
Your wish is their command!
Hopefully I will be giving cleaning supplies when I check in so I can clean my toilet thank you
Reflects poorly on whose sanitary habits?
Most people don't have daily housekeeping at home. It's not exactly hard to keep tidy. I've always thought that daily housekeeping at a hotel is a bit of overkill, but once every five days seems fine.
Even prior to the pandemic I'd opt out of daily cleaning and leave trash outside the room for pickup.
Just stayed at a Hilton for four days. I don't mind this change. What I *do* mind was not being told about this change. I found out completely by accident when I was talking informally to a staff member well after check in. No one at the front desk mentioned this change. I felt like it was hidden from me.
Also the Clorox clean check sticker on my door doesn't mean anything to me (and shouldn't mean anything to anyone really). I expect a clean room when I check in.
Thumbs way up for this change because it simply codifies what's been my preference, like, forever.
We just stayed at a Homewood Suites in Gaithersburg MD on business for 8 nights. We are Hilton Diamond members and have stayed at Homewood Suites on business since 2014. We generally stay somewhere between 7 - 21 days at the hotel. At the MD property we were told of the new housekeeping policy and we would have housekeeping every 5 days. After working 12 plus hours each day, having to clean up our kitchen,...
We just stayed at a Homewood Suites in Gaithersburg MD on business for 8 nights. We are Hilton Diamond members and have stayed at Homewood Suites on business since 2014. We generally stay somewhere between 7 - 21 days at the hotel. At the MD property we were told of the new housekeeping policy and we would have housekeeping every 5 days. After working 12 plus hours each day, having to clean up our kitchen, take out the trash, make our beds, go to front desk for more towels, and get a broom and dustpan to sweep was not how I wanted to end a long work day. We did ask for housekeeping once before the 5days and you could hardly tell they came. We did not get full housekeeping until day 7... This is a horrible policy and decision by Hilton senior management and can't say we will be staying at a Hilton for future business trips. Too bad because we were loyal customers of Homewood Suites for years and liked the hotel, amenities, and service before Covid.
Pre-COVID a number of hotels, mostly Bonovoy flags, used to offer points if you opted out of daily housekeeping. I prefer that approach than having to opt-in. I also think that they'll likely cut housekeeping staff to a baseline where they may not be able to clean your room if you request it on a heavy turn-over day.
Starwood started offering points or a small F&B credit for opting out of housekeeping service. When Marriott purchased Starwood they had to continue the practice, much to their dismay.
Let’s not forget… pre-pandemic the hotel industry had 1 million jobs they could not fill (according to STR). Nobody is “cutting housekeeping staffing.” They cannot find enough housekeepers to clean everyone’s room each day. I don’t need my room cleaned every day—I’m just offended by...
Starwood started offering points or a small F&B credit for opting out of housekeeping service. When Marriott purchased Starwood they had to continue the practice, much to their dismay.
Let’s not forget… pre-pandemic the hotel industry had 1 million jobs they could not fill (according to STR). Nobody is “cutting housekeeping staffing.” They cannot find enough housekeepers to clean everyone’s room each day. I don’t need my room cleaned every day—I’m just offended by what someone said Chris Nassetta said about making hotels lean, high profit margin businesses (can’t find the comment, sorry). Hotels need to start paying their employees a livable wage, or they won’t have employees.
When I was a Marriott GM it was pathetic how many of my housekeepers, who worked hard 40 hours a week!, were on food stamps and subsidized housing. Why was the government subsidizing someone who was working full-time for Marriott? Shame on our industry. We got ourselves into this position. Now we need to figure out how to deal with it. But, cutting services and saying we are going to run leaner (more profitable) businesses is not going to resonate well with customers.
Yes. I much prefer this method. I don't want a daily room cleaning, and usually keep out the Do Not Disturb sign, but I feel like making it an opt-in thing will make it impossible to get it when I actually do want it.
Good move - even pre COVID I declined housekeeping unless I was staying longer than maybe 4 nights. Didn’t want anyone in my room, 2-3 towels was enough (could get more and toiletries if you need them) and don’t need bed made up every day (you do know they don’t wash sheets daily during a stay even if you have housekeeping right).
This just seemed like old, entitled approach to travel (I’m 63 BTW...
Good move - even pre COVID I declined housekeeping unless I was staying longer than maybe 4 nights. Didn’t want anyone in my room, 2-3 towels was enough (could get more and toiletries if you need them) and don’t need bed made up every day (you do know they don’t wash sheets daily during a stay even if you have housekeeping right).
This just seemed like old, entitled approach to travel (I’m 63 BTW so old myself) and doesn’t make sense. Anyone that whines about not having daily housekeeping is a little spoiled IMHO.
In one hand, due to coronavirus it's OK for me that no body except for me and my family have access to the room. (In addition to the supposed "room sanitization" I alway travel with my personal disinfectant wipes + UV-C lamp in order to have a little pice of mind)
On the other hand, just thinking all the mess that can cause my 2 sons in the room (3 and 6 years old), I...
In one hand, due to coronavirus it's OK for me that no body except for me and my family have access to the room. (In addition to the supposed "room sanitization" I alway travel with my personal disinfectant wipes + UV-C lamp in order to have a little pice of mind)
On the other hand, just thinking all the mess that can cause my 2 sons in the room (3 and 6 years old), I beg for the daily maid service!!!
In conclusion. Traveling solo or with your couple, It's OK to cut the maid service, but traveling in family or maybe sharing the room with a colleague/buddy (some times happens) its totally necessary the daily maid service.
I worked in the industry and actually was a Director of Housekeeping and Operations and worked for Hilton Brands: Doubletree, Embassy Suites and Hamptons. I get the profit margin and all but it’s a nightmare. How do you schedule for the week not knowing if everyone wants service or not! In a Union hotel the employees get their 8 hrs regardless of service or not. So you are not really saving anything if you have...
I worked in the industry and actually was a Director of Housekeeping and Operations and worked for Hilton Brands: Doubletree, Embassy Suites and Hamptons. I get the profit margin and all but it’s a nightmare. How do you schedule for the week not knowing if everyone wants service or not! In a Union hotel the employees get their 8 hrs regardless of service or not. So you are not really saving anything if you have employees standing around with nothing to do. This is the reality of the business, so I hope Hilton has thought all this out. Good Luck
I've stayed at A Hilton since this began and I actually like it better . I typically pick up after myself anyway. As long as I can get towels, toilet paper and soap as needed .
I'll be looking at other brands at staying almost exclusively with Hilton since 2017.
I can’t remember the last time I stayed in a hotel long enough to want housekeeping to enter my room. Maybe my parents just raised me right, but I have no problem staying in a room for a few days and picking up after myself, making the bed, and taking the trash out. As long as I can get a refresh on soap/shampoo, tp, and towels as needed, I have no need for housekeeping.
I know exactly where you're coming from TM. I don't need housekeeping every day either. I was also raised to be neat and tidy; especially in the bathroom and bedroom. So that's how I treat the hotel room, no matter if it's overnight or extended stays. As for trash, I put it in a paper bag and throw it in a bin outside. Apart from that, I'm happy to call housekeeping only for fresh towels...
I know exactly where you're coming from TM. I don't need housekeeping every day either. I was also raised to be neat and tidy; especially in the bathroom and bedroom. So that's how I treat the hotel room, no matter if it's overnight or extended stays. As for trash, I put it in a paper bag and throw it in a bin outside. Apart from that, I'm happy to call housekeeping only for fresh towels when I need it. This is one Hilton change I'm happy to live with as I have no need for housekeeping. And is it only me, or do others find housekeeping to be an inconvenience at times? The number of times I've had to come back to my room to change or get something only to find housekeeping in the way! Almost feels like an intrusion into 'my' room and privacy....
On rare occasions, I have an afternoon business meeting in the room. Housekeeping helps. I suppose I could ask or just make the bed, which isn't hard. I suppose the bed doesn't have to be perfect.
One family is sloppy with towels, towel on the floor. That means new towels everyday. If I am traveling on business, it is usually ok to reuse towels.
What I miss is the shampoo and toilet paper. Pre-pandemic, I...
On rare occasions, I have an afternoon business meeting in the room. Housekeeping helps. I suppose I could ask or just make the bed, which isn't hard. I suppose the bed doesn't have to be perfect.
One family is sloppy with towels, towel on the floor. That means new towels everyday. If I am traveling on business, it is usually ok to reuse towels.
What I miss is the shampoo and toilet paper. Pre-pandemic, I didn't have to buy shampoo or toilet paper. Now with communal shampoo, I have to buy shampoo for home use. I used to bring home 2 rolls of toilet paper per trip (taking the spare and taking the replaced spare). I suppose that I could have taken home more than 2 rolls but I am not that much a cheapskate.
You *stole* toilet paper from the hotel? How sad ...
Hilton TP is of such high quality that everyone must steal at least two rolls?
Are you serious?
Like you said, this only saves money if they reduce staffing. So if everyone requests housekeeping, and staffing is reduced, then not everyone will be able to get it
Is there any truth that the new name will be.
"Motel 6 Hilton"
Nope
Hilton 6
No longer a full service hotel. I do not want to hunt down housekeeping which will be close to non existent with staffing cuts.
I just stayed at a Hilton (Fort Lauderdale), and the front desk stated there was housekeeping upon request and we declined. We left the room not so clean (After all, who cares?), but upon returning the next evening, we discovered they had serviced our room. That's probably the WORST thing they can do(!)
Hilton could probably just set up as an Airbnb.
I just hope Hilton stops putting those stupid stickers on the doors. I was at a HGI last weekend and all the doors had gummy stuff all over them that had not been cleaned off from previous stickers which looked really tacky.
Really tacky - I see what you did there.
They program is ending as of July 5th. Now they just have to work on the cleanup from The stickers.
I also stayed at the Arizona Biltmore at the start of the month, for 4 nights. The communication on the housekeeping was a total S--tshow... no mention of any specific policy at check-in. The day of arrival, I got a turndown service in the evening (expectation set). The next morning, no housekeeping, and no turndown later either. Second morning of stay, after hearing other guests, specifically requested housekeeping but never came, and later turndown missing...
I also stayed at the Arizona Biltmore at the start of the month, for 4 nights. The communication on the housekeeping was a total S--tshow... no mention of any specific policy at check-in. The day of arrival, I got a turndown service in the evening (expectation set). The next morning, no housekeeping, and no turndown later either. Second morning of stay, after hearing other guests, specifically requested housekeeping but never came, and later turndown missing as well. Third morning of stay, requested housekeeping 3 times in the morning to be sure I got it, as it got later and later with no sign. It finally arrived! Turndown never came apart from first evening. Amazing property, let down by a very "off" service level for a WA
Will they still clean the rooms between guests? I would not be pleased to arrive after a long flight and find my hotel room with dirty sheets and other people's trash.
At a bare minimum, they need to clean rooms ahead of an elite member checking in and provide clean sheets, towels, etc..
Depends on the status level. Silvers get free toilet flushing, Golds they will take out the trash as well, and Diamonds get proper treatment (changing of the bedsheets and 1 hand towel).
Just bombard reception with a flurry of aviation acronyms and they'll be racing to cleanse your room in no time. Never underestimate the confounding, annoying power of acronyms!
I just had a 4 day stay at a hotel and there was no housekeeping. My only problems were 1) the trash from just coffee, cups, water, etc filled up by day 2 as those trash cans are so small and 2) I had to visit the front desk every night to get more coffee/cups/soap.
I put my trash can outside the door every night before it's overflowing. Nice clean can waiting for me in the morning.
I am going to try this next time!! Such a simple solution can't believe I didn't think of it - thank you!
Does everybody put their garbage in the hall???
This isn't like the Hilton of the old days,. Elvis never put his garbage in the hall
You're absolutely correct it's not the Hilton that I know.
Getting service at the new Hilton will be a matter of luck.
This echoes my experience. I don't need new towels or sheets daily but trash and toiletries can be an issue. Solve both of those without me having to call the desk and deal with a person and I'm all on board.
Just a matter of time before Hilton registers their trademark, The Hilton Difference.
Yup haha, what a joke this has become. Remember how SPG used to pay you a lot of points for free drinks for forgoing housekeeping services. Those were the days, now they are not cleaning our rooms "for our safety" and to nickle and dime us. Soon they will be charging extra fees for this service and we will have to opt out or even better we will be charged as every hotel now has...
Yup haha, what a joke this has become. Remember how SPG used to pay you a lot of points for free drinks for forgoing housekeeping services. Those were the days, now they are not cleaning our rooms "for our safety" and to nickle and dime us. Soon they will be charging extra fees for this service and we will have to opt out or even better we will be charged as every hotel now has a resort fee that includes daily housekeeping that you have to request that is probably not even guarenteed to be fullfilled. Race to the bottom!
The execution will be key. We stayed at the Arizona Biltmore last week and were not offered an option. Being WA, I (mistakenly) assumed it would be daily. I requested service twice and finally received a response they'd get to me the next morning, which happened to be the morning we were checking out anyway. As a Diamond, I'd expected better service, but at least better communication.
How do I know my room was cleaned between the last person using it and me??
You don't. I don't think about it to much but I do sanitize the areas I might eat at. I travel a lot and only home eight days a month.
I questioned a couple of hotels. Actually move to another once.
Hello ! Once you have checked out the rom systematically switches over to dirty and is listed among other dirty vacant rooms that have to be cleaned that day.
They had a sticker on our door. Funny thing though there was a maintenance man in our room when we arrived. So even with the sticker on the door people do enter the room and you do not know.
I stayed at my usual Hilton a few months ago and was disappointed. No breakfast, and the room didn't smell clean. I checked beds to make sure sheets had been changed, etc. 3 people in the room, not enough towels, coffee etc. I don't ever require daily cleaning, so not a problem. But price had not been lowered for the reduction of amenities. Not happy. Believe these are permanent cuts and we'll see more to...
I stayed at my usual Hilton a few months ago and was disappointed. No breakfast, and the room didn't smell clean. I checked beds to make sure sheets had been changed, etc. 3 people in the room, not enough towels, coffee etc. I don't ever require daily cleaning, so not a problem. But price had not been lowered for the reduction of amenities. Not happy. Believe these are permanent cuts and we'll see more to come. May have to consider cheaper hotel where I don't expect anything more than a bed. Do we start bringing our own towels? I already bring my own pillow.
Wouldn't it be the same process to tell if a room was cleaned regardless of whether or not there was daily cleaning? Check for fresh linens, items put away, etc.