The pandemic put a pause on many hotels’ guaranteed once-a-day cleanings. Now many of them are making the change permanent, even saying many guests prefer not to be interrupted and not to have personal belongings touched by housekeeping staff.
The pandemic put a pause on many hotels’ guaranteed once-a-day cleanings. Now many of them are making the change permanent, even saying guests prefer it.
Now, with travel largely having rebounded and with occupancy levels projected to reach 64% this year — just 2 percentage points shy of pre-pandemic levels, according to the American Hotel & Lodging Association, daily cleaning, like the five-day office workweek for many people and printed menus at restaurants, seems to have become a thing of the past.
“Recognizing some guests may have varying levels of comfort with someone entering their rooms after they have checked in, Hilton offers them the choice and control to request the housekeeping services they desire,” said Kent Landers, a Hilton spokesperson. Marriott, Hyatt and Disney, among other big hotel operators, did not respond when asked why they were revising their guest room cleaning policies.
Shifting to the guest-friendly approach “can lower complaints, increase satisfaction, decrease price sensitivity, increase intent to return and boost intent to refer,” Dev said, explaining that the changes are a win-win since the guests who still want their rooms cleaned daily can request it — and those who don’t will not be disturbed.
“Most hotels temporarily suspended daily housekeeping when COVID began,” said D. Taylor, the international president of Unite Here in Las Vegas. “Hotel demand and room rates have rebounded now, but many hotels are trying to get back to full occupancy without restoring the services that guests expect and love.”
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