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Resolved for 2007: Better hotels!
How the hospitality industry can improve in the new year
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But enough about my shortcomings. The hotel industry (as much as I love it) really needs to make some changes, too. Here are the top four resolutions that I wish hotels would tackle in 2007.
Stop all the silly charges
Nobody likes to be nickeled and dimed. It’s always bad business practice. A company can only get away with unnecessary or exorbitant charges for so long, and I believe that hotels have reached the tipping point.
This is what I expect to be included in my room rate: someone at the front desk at all hours, someone to fix major maintenance problems at all hours, daily housekeeping services, use of common-area facilities (including pools and fitness centers) and help with my luggage (where available). If you plan on charging me extra for any of these standard services, then drop the room rate accordingly and advertise yourself as an a la carte property. It’s that simple.
There are extras that hotels must charge for, of course. But perhaps they should consider charging a little less for them. Consumers have wised up; they know hotel charges are high, and they know how to get around them. Guests know the mini-bar is a money pit, so they stock up on snacks at the corner store. They know that your gift shop prices carry huge markups, so they get their sunblock and souvenirs someplace else. Your customers are going elsewhere, and that’s just driving your prices higher. Why not bring those prices down a little bit, and see if you can sell a little more while pleasantly surprising your guests.
And another thing. Parking may be scarce at your downtown big-city location, but that doesn’t make it right for you to charge ridiculous parking rates. Gouge the general public if you have to, but let your weary arrivals park in your lot for free. They are your guests. You want them to come in the door happy.
Go ‘green’ — really
Hotels are big businesses, and they really do a number on our environment. They use lots of water, chemicals and electricity every day. Yes, they’re trying to make some changes. You may have heard of new environmentally friendly policies that allow guests to have a more limited laundry service if they choose. Cynical travelers see this as a ploy for the hotels to save money. Sure it saves money, but it also saves the environment. But it doesn’t go far enough. If hotels really want to go green, they must make more sweeping changes. They should install energy efficient lighting, actively involve guests and employees in recycling programs, choose less harmful cleaning products — there are so many ways to be environmentally responsible these days. Washing sheets and towels a little less often just isn’t enough.
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