A great hotel room often boasts the essentials: accessible power outlets, ample water, fast Wi-Fi, subtle nightlights, luggage space, and quiet, effective AC. But even properties with excellent physical attributes can be undone by poor service or shortsighted cost-cutting. Hoteliers, are you puzzled by a well-located, competitively priced hotel with great facilities that isn’t seeing the repeat business it deserves? The culprit might be simpler than you think.
Here’s a look at some shocking mistakes hotels make that can ruin your stay:
The Sneaky Sting of Mandatory Resort Fees:
Hiding part of the room rate in mandatory “resort fees” (now often applied to city hotels too!) buried in fine print is deceptive. These aren’t optional, so they’re part of the true cost. While the FTC has warned against this, the practice persists, creating customer resentment through “drip pricing” on websites and online travel agencies.
Surprise Charges After Checkout:
Billing your credit card for extra charges after you’ve checked out without a clear explanation is a major annoyance. Hotels should proactively email you about any additional charges, detailing what they are for. Relying on guests to notice discrepancies on their statements is poor practice and creates unnecessary hassle.
The Case of the Missing Coffee:
A fundamental requirement, especially for business travelers, is 24-hour access to decent coffee with real milk and cream options. Whether it’s in-room machines, a club lounge, a lobby station, or reliable 24-hour room service, the lack of readily available coffee, particularly before early morning hours, is a significant fail. Lobby coffee shops also need to open on time, consistently.
Sleep Sabotage: Thin Walls & Unwanted Disturbances:
A hotel is primarily for sleeping. Walls should offer adequate soundproofing from neighboring rooms and elevators. Connecting rooms should be reserved for those who need them. Furthermore, “Do Not Disturb” means exactly that – no housekeeping knocks or unnecessary check-in calls an hour after arrival.
Valet Parking Purgatory:
If a hotel offers mandatory valet parking, they should be efficient. Waiting longer than 15 minutes for your car to be retrieved warrants waiving the parking fee. Proper staffing relative to occupancy levels is key to avoiding these delays.
The Lone Soap Bar Dilemma:
A basic convenience often overlooked: having separate soap available at both the sink and in the shower. Discovering a lack of soap mid-shower is an unwelcome morning surprise.
The “Upgrade” That Isn’t:
A sticky note proclaiming an “upgrade” that’s indistinguishable from a standard room isn’t an upgrade. Similarly, an executive floor room, without added benefits, is rarely a genuine upgrade, especially if you’re already entitled to executive lounge access. Don’t insult guests’ intelligence by labeling a standard room as special.
Unreliable Airport Shuttles:
For airport hotels, a dependable and timely shuttle service is paramount. Long waits or uncertainty about departure times negate the very benefit of staying near the airport – convenience and saved time.
The Great Outlet Shortage:
“This room has too many outlets” – words never uttered by a hotel guest. Insufficient or poorly placed outlets are a constant frustration in both older and some newer properties. Rooms meant for multiple occupants need ample charging options at the desk and bedside.
Late Checkout Frustration: Keys That Expire Too Soon:
When a late checkout is confirmed, especially a guaranteed benefit for elite members, hotel keys should be programmed accordingly. Having keys deactivate hours before the agreed-upon checkout time forces unnecessary trips to the front desk.
The Midnight Light Mystery:
Hotel room design should be intuitive. Light switches should operate as expected. Spending an unreasonable amount of time trying to figure out how to turn off a simple bedside lamp at midnight is a frustrating end to the day.
What are your hotel pet peeves? What essential mistakes did this list miss? Share your must-haves and biggest hotel frustrations in the comments below!