What is reasonable to expect from a hotel after poor service?

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Posted 10/28/2013 by Ms. Tenenbaum in NSBR Board
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Ms. Tenenbaum
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Posted: 10/28/2013 12:55:22 AM
Hi,
Stayed out of town this weekend at a place that I have stayed at a number of times before with no problems. This weekend's trip was particularly special (family visiting from out of state, birthday). When we arrived the room was great, no probs. Since there were 2 women we had used almost all of the towels provided, cups, coffee and all of the glasses. We left for the day and I was sure that the do not disturb sign was inside the door rather than out. We got back to the room at 9 pm ready to shower and snuggle into our clean beds and nothing was done. Clearly housekeeping had not even entered the room. I called the front desk and was told that housekeeping was gone for the day. I was very, very upset (this was a special trip and the room was $200 a night) and asked her if she had any solutions to offer. She had none. She said she could bring towels and toiletries. I told her that we had used everything and would need for all of that to be replaced. She came to the room with 2 towels and washcloths, one coffee bag and 2 glasses, no coffee cups, sugar or powdered cream, nothing. I couldn't believe it. The girl was young and I think she didn't know how to handle it. What would you have expected? I am planning to call to talk with the manager tomorrow and I expect a partial refund or credit towards a future stay. I have been a fairly regular guest and I'm shocked that they didn't handle this better. What do you think is reasonable? Am I just overreacting?

For clarification. This was day 2, the day after we checked in. Checked in Friday, checked out Sunday. This was Saturday.

doesitmatter?
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Posted: 10/28/2013 1:14:15 AM
After the fact - just an apology.

While you were there, bringing the necessary towels, coffee etc would have been enough for me. (A restaurant credit or other type would have been a nice perk, but not expected.)


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MichyM
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Posted: 10/28/2013 1:54:22 AM
I agree. An apology, and clean towels and coffee. If I didn't get everything I needed, I would have nicely walked back down to the front desk with her to gather the other things she forgot to bring.

I travel 5 or more times a year, this has happened to me on several occasions.


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lucyg819
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Posted: 10/28/2013 2:11:35 AM
I wouldn't expect anything more than an apology.

ETA actually, I don't think I'd even call after the fact. It's not that big a deal. Since you asked ... I do think maybe you're overreacting.


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gar
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Posted: 10/28/2013 2:25:52 AM
My Dh was a hotel manager for many years. When I asked him just now he just said he would apologise but nothing more.

If your towels were replaced along with some of your refreshment things then there was nothing that would stop you having an otherwise successful and enjoyable trip.

If you weren't happy with what the receptionist bought you, you should have specified what you wanted her to bring you there and then.

It happens but it's not catastrophic.

ETA. I do understand being irritated but a sincere apology is probably enough as it wasn't really something that would ruin your stay. Not right but not so terrible.










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decemberroses
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Posted: 10/28/2013 3:59:37 AM
I don't blame you for being irritated. If you're paying $200 a night for a room you expect housekeeping services. However, I think a sincere apology and bringing the needed items would be good for me. If it continued to happen, it might be a different story.


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dawndoll
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Posted: 10/28/2013 4:49:58 AM
See, I would think a partial credit would be appropriate in this situation. For $200 a night you should not have had the hassle of rounding up necessities after a long day.




Peabay
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Posted: 10/28/2013 5:41:43 AM
Yes, I do think you're overreacting a bit. I think what you received was enough. I wouldn't take it any further.



peaname
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Posted: 10/28/2013 5:41:58 AM
I agree with the precious posters, irritating but not catastrophic. You could have called for more coffee and towels in the am, housekeeping is there early.


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Posted: 10/28/2013 5:55:06 AM
I probably would have just asked the girl to bring up the other items we were out of.

An apology would have been nice as well.

If it were more than one night and the same thing kept happening, I'd definitely rethink my accommodations the next time I was looking to stay in the area.

KittenOnTheKeys
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Posted: 10/28/2013 6:12:40 AM
If you normally receive good service and didn't this time, I would alert more than the person at the counter. For $200 a night, I would expect a little more than an apology - not a lot, maybe $10-20 just to say they do recognize it was an inconvenience - especially since you choose this place based on your past experience.

I do know that many places now do not have housekeeping come in every day. Next time, make sure ahead of time that they will come in and tidy up and refreshen the place.

GrinningCat
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Posted: 10/28/2013 6:14:36 AM
Irritating but I think you're overreacting just a bit, but I'm coming from a POV where the towels would be reused for multiple days and I'd just wash the glasses myself (since I wash them anyway). The coffee stuff sure, that would be nice to have restocked. But I'm a bit of a "do not disturb" on the outside of the door kind of girl.

Ginger21
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Posted: 10/28/2013 6:24:18 AM

Irritating but I think you're overreacting just a bit, but I'm coming from a POV where the towels would be reused for multiple days and I'd just wash the glasses myself (since I wash them anyway). The coffee stuff sure, that would be nice to have restocked. But I'm a bit of a "do not disturb" on the outside of the door kind of girl.


Ditto!

We always hang up our towels and reuse them and rinse out our cups because I do not trust that they are cleans even in a $200 room.

Dani-Mani
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Posted: 10/28/2013 6:34:57 AM
I'm not paying $200 a night to reuse towels and wash my own glasses. I can do that at home. For free.



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voltagain
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Posted: 10/28/2013 6:39:11 AM
ANY time there is poor service, IMO, you have the right to tell them exactly what needs to be done at that time to fix it. Instead you asked her if she had any solutions. She provided her solution.

Most hotels any more do not change sheets every day unless there is a change of guests. Housekeeping also will not clean if personal items are left on the bed and counters. Don't know if you guys did or not but that may be why housekeeping didn't do anything.

I don't think the hotel owes you anything for your irritation. Next time tell the clerk what it is you are needing. Don't be passive and ask what they think should be done. People aren't mind readers.


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GrinningCat
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Posted: 10/28/2013 6:47:32 AM

I'm not paying $200 a night to reuse towels and wash my own glasses. I can do that at home. For free.
I reuse my towels because it is a waste of resources to demand clean towels after one day of use. I wash hotel room glasses before use because I want to make sure they are clean. It takes nothing to rinse out a glass rather than demanding a new one. Again, waste of resources. It's just me using it, why would new ones be required? If I was staying for a week, sure I'd appreciate new linens after a few days, but one or two days? Waste of resources, in my mind.

Ginger21
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Posted: 10/28/2013 6:54:15 AM

Waste of resources, in my mind.


Yep, it could be a $300 or $400 room and I still reuse my towels and rinse my glasses. That is what we did when in Key West last week.

Carey Ayn
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Posted: 10/28/2013 6:54:51 AM
I don't think you can expect any more; however, good customer service should be asking what you want restocked, apologizing and referring to the manager.

A good manager IMO, would comp you something...room service, a restaurant credit...a token.

I know many peas disagree, but I feel in the hospitality business, well, they should be hospitable and and hands off housekeeping should be a given.



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Posted: 10/28/2013 7:04:23 AM
I think an apology and some fresh towels and coffee is appropriate. Mistakes happen. I think it's an overreaction, since you asked.

A manager going over & above would be wise to follow up with an apology and maybe a discount off your next stay, but I wouldn't expect it at all. If that happened, I would likely thank them via social media for great customer service.


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Posted: 10/28/2013 7:21:09 AM
I think you are overreacting a bit. She solved the issue by bringing you fresh towels, new toiletries, and clean glasses. I've stayed in dozens of hotels of all price ranges and I'm sure that a lot of them would have responded the same way. I don't think any follow up is necessary. You were slightly inconvenienced, but to me it isn't enough to request a refund.


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Nicole in TX
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Posted: 10/28/2013 7:23:00 AM
For $200 a night, I would expect a partial refund.

I would email the corporate office when I got home just to let them know what happened.



Miglets
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Posted: 10/28/2013 7:26:03 AM
I don't think expecting a visit from housekeeping is unreasonable. While I will hang my towel up to use again the next day, sometimes things happen (I drop it on the floor, etc.) that will cause me to need a fresh one. I'm with dawndoll & dani-mani. Housekeeping is part of what I'm paying the hotel for.

Dh (who travels constantly) has taught me that when asking management (or housekeeping, for that matter) for items, being specific is key. They need to know exactly what you need (2 cups, creamers, 1 hand towel, 2 bath towels, etc.).

That being said, as long as she made an attempt to fix things and was apologetic, I'd let it go.




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peano
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Posted: 10/28/2013 7:37:42 AM

Dh (who travels constantly) has taught me that when asking management (or housekeeping, for that matter) for items, being specific is key. They need to know exactly what you need (2 cups, creamers, 1 hand towel, 2 bath towels, etc.).


This. I can see where you'd be annoyed by your experience but I think an apology is adequate.



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SmartyPants71
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Posted: 10/28/2013 7:43:20 AM
I'm still trying to figure out why housekeeping would even visit your room on the day of your arrival. Am I right in my understanding that this was your first day at the hotel? Then the room should already have been clean and towels stocked prior to checkin. For $200/night, I would assume they don't offer turndown service, so you pretty much get one visit a day from housekeeping, and that had already been done. If you needed new towels before the next day, then you should have requested them.
So unless I'm misunderstanding the situation, I think they handled it just fine.

Dalai Mama
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Posted: 10/28/2013 7:44:46 AM
Paying $200/night and not even having your room cleaned? I would expect more than an apology.


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AKathy
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Posted: 10/28/2013 7:50:17 AM

ANY time there is poor service, IMO, you have the right to tell them exactly what needs to be done at that time to fix it. Instead you asked her if she had any solutions. She provided her solution.

Most hotels any more do not change sheets every day unless there is a change of guests. Housekeeping also will not clean if personal items are left on the bed and counters. Don't know if you guys did or not but that may be why housekeeping didn't do anything.

I don't think the hotel owes you anything for your irritation. Next time tell the clerk what it is you are needing. Don't be passive and ask what they think should be done. People aren't mind readers.

I agree with volt.


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jgpea
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Posted: 10/28/2013 7:51:54 AM
I would not have expected housekeeping to come before I had been there a night. I'm confused.
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KRC11
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Posted: 10/28/2013 7:53:07 AM
I agree that it's not a travesty, but I'm in the mind-set that when I spend my hard earned money for a hotel room, I should get what I pay for - the experience of a fluffy bed, clean sheets and clean towels. If I don't want to re-use my towels, my choice. No one else should tell you that YOU need to reuse towels cause it's a waste of resources.

If I paid $200, I should get fresh towels, fresh everything if I want it. It's not the hotel's choice. And if there was a mistake, the hotel should have corrected it. I would have sent the girl back downstairs for more towels and the rest of the items. Then I would have let it go. If she refused, then the manager needs to come into it and comping needs to happen.

Unless you came in a at 2am and they had a slew of accidents that required linen changes, then the hotel should have had some fresh linens also.

PinkShirley
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Posted: 10/28/2013 7:55:27 AM
Your expectations are out of alignment.

If a person checks into a hotel mid afternoon and uses all their towels, coffee, etc. then leaves a mess and expects to come back to a clean room at 9PM that same night, of course nothing would be cleaned. Housekeeping at hotels only comes during the following morning. If you stayed at that hotel "a number of times" you would know this and adjust your actions and emotions accordingly.

Sorry but this kind of behavior is like a spoiled, entitled brat.

Tea-Pea
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Posted: 10/28/2013 7:58:06 AM
I am reading this like it's the same day as check-in. OP checked in, used everything, left, then came back mad that the room wasn't cleaned.

If that's the case, no hotel cleans the same day you check in. Unless there is turndown service, they shouldn't enter your room at all until the next day.

So was this the check-in day or day after?


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scrapea girl
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Posted: 10/28/2013 8:09:39 AM

Am I just overreacting?


Yes


no coffee cups, sugar or powdered cream, nothing. I couldn't believe it


I have never been at a hotel that didn't have those things in the lobby.

kiarad
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Posted: 10/28/2013 8:16:25 AM
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Posted: 10/28/2013 8:18:02 AM
I read it as this was the day after check-in, but now I'm not sure.

Before I think you are overreacting, you need to finish the story! So the front desk person came with just a few things...what did you do then? Did you politely ask for the rest of the items and she got them? Did you demand them? Did you receive the items? How did the front desk person handle the request for the missing items?


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purplepackrat
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Posted: 10/28/2013 8:29:08 AM

I am reading this like it's the same day as check-in. OP checked in, used everything, left, then came back mad that the room wasn't cleaned.

If that's the case, no hotel cleans the same day you check in. Unless there is turndown service, they shouldn't enter your room at all until the next day.

So was this the check-in day or day after?


That's how I read it. Basically, OP said, "We got in, trashed the supplies, left, came back to no new supplies."

Even if she left out the part where they spent the night, unmade the beds, put trash in the wastebaskets, etc., I still think it was "fixed" and she got an apology. I don't understand wanting a pound of flesh because the clerk could not read her mind about what supplies she wanted. You tell someone how to fix something. You tell them what you need. Oh, and you don't leave a tip for housekeeping.

Even $200 a night hotels aren't replenishing towels and changing sheets every night these days. But in the end, the only reason OP did not have what she needed is because she did not request it.


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scrappychick13
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Posted: 10/28/2013 8:34:30 AM
I'm reading it the same way. If you expected housekeeping on the same day you checked in, then you are 100% overreacting. If you wanted the coffe cups, creamer, and whatever else the desk person forgot, and you didn't ask for her to return with them, opting to silently seethe about it for the rest of your stay, then you are 100% overreacting. If housekeeping forgot you the next day, or the desk girl never returned with the things you asked for, then go ahead and ask for the discount you are hoping for.

dottyscrapper
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Posted: 10/28/2013 8:53:09 AM
I'm with some of the other posters on here.Not sure exactly the time scale on this. Am I right in thinking you booked into the hotel during the day, used all the coffee etc, had a shower and then went out for the day only to return later expecting someone to have been in the meantime, to do housekeeping?

If that is so, I think you're being a bit unreasonable to complain at all. No hotel has housekeeping on duty to check rooms for supplies throughout the day. And I certainly wouldn't expect clean towels until at least the following morning/day when housekeeping would come in and do their daily clean etc.


She came to the room with 2 towels and washcloths, one coffee bag and 2 glasses, no coffee cups, sugar or powdered cream, nothing.


If you wanted more supplies why didn't you just go down to the desk and ask for the missing things,sugar and cream, if she's forgotten to bring them with the towels originally?


As an aside - there's very often notices in a lot of Hotels I've used that say " Should you wish to have your towels changed please leave them on the floor of the bathroom. If towels are hung on the towel rail/hooks we will assume that they will not need changing daily"
It's done to save resources.Just a waste of energy/water to change all towels daily IMO.







Darcy_Collins
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Posted: 10/28/2013 9:15:06 AM
If you hadn't stayed overnight, you're being totally unreasonable. If you stayed overnight, I agree that they certainly should have serviced the room. In any decent hotel, I expect to be able to call down and request an item - and good customer service would accommodate it.

In your case, whether you stayed a night or not, I think her bringing the needed supplies was appropriate and demonstrated a desire to rectify the problem. I'm frankly shocked that 2 women could go through all of the towels and toiletries in one use, they're usually stocked for at least 4 people.

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Posted: 10/28/2013 9:24:01 AM
I've found that even with multiple overnight stays, housekeeping seems to be coming less and less. I make sure that when we leave the room, I make a call to housekeeping and request service if I want it.

If you stayed overnight, then I think it's reasonable to expect housekeeping to come and at least check to see if you need anything replaced/refreshed. It's possible they had already made their rounds by the time you left the room.



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Posted: 10/28/2013 10:02:59 AM
Overreacting. If she didn't bring up enough things for you, you should have requested more. I wouldn't expect anything more than that.

julieberg
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Posted: 10/28/2013 10:08:44 AM


I e-mailed a place we stayed at to complain about the smell in the room we were in. It was a Comfort Inn and we paid $250 a night because it was a football weekend at U of Iowa and the hotels overcharge. For $250 a night I didn't expect a musty room with dirty carpet. They gave me a free night, which I have yet to use.

I always think it is good to get something off your chest.

myshelly
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Posted: 10/28/2013 10:12:05 AM

I'm not paying $200 a night to reuse towels and wash my own glasses. I can do that at home. For free.




ABSOLUTELY!!

When I am staying in a hotel I do expect (and have always received) fresh towels, sheets, glasses, and toiletries every day.

Those are my *baseline* expectations. If they are not being met, then I have a huge problem with it.


zombie*grrl
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Posted: 10/28/2013 10:16:03 AM
For $200 I'd expect the desk clerk's firstborn, and a rather large investment portfolio for having been made to ask for fresh towels. That were given to me. But I had to get off my ass and ask, so my vacation was RUINED.


LOL get over yourselves, people--that's hardly a 5-star hotel at $200 a night and it's some towels and coffee. If you sweat this kind of shit this hard, no wonder life is a series of disappointments. It's really not a big deal.

ginacivey
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Posted: 10/28/2013 10:17:50 AM
which hotel?

i've stayed in some dumpy places for $200 a night

so just mentioning the price doesn't help me much

i would expect different service at a four star hotel v. a comfort inn

i think you should have just gone downstairs and picked up what you needed.

even if the clerk was young...she can't read your mind.

and i hang my towels up to reuse the next day

gina

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Posted: 10/28/2013 10:18:06 AM
Besides the apology I'm not sure what you are expecting. You did stay in the room so why expect a refund?
I would expect nothing.


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Annabella
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Posted: 10/28/2013 10:24:11 AM
All this speculation on whether or not she left the same day she checked in or the next day and the OP isn't around to answer any questions.

Like Gina said, I find it hard to find a hotel under $200 in a major city so that doesn't qualify as expensive.




Dalai Mama
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Posted: 10/28/2013 10:24:43 AM

LOL get over yourselves, people--that's hardly a 5-star hotel at $200 a night and it's some towels and coffee. If you sweat this kind of shit this hard, no wonder life is a series of disappointments. It's really not a big deal.
Even 2 or 3 star hotels are cleaned on a daily basis.


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gar
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Loc: England UK

Posted: 10/28/2013 10:26:01 AM
As others have said - many hotels won't change sheets and towels automatically every day now and I don't think that's unrealistic or unreasonable at all. Often you get the option to place them in the bath if you need/want fresh towels but it's rarely necessary IMO.

I don't require fresh bedding daily and I'm certainly happy to use towels more than once.


Today, I will be colouring outside the lines.


zombie*grrl
WHO PUT A DICK IN THIS BOX?

PeaNut 281,551
October 2006
Posts: 5,246
Layouts: 0

Posted: 10/28/2013 10:44:49 AM

Even 2 or 3 star hotels are cleaned on a daily basis.


Yes, Captain Obvious, but all the comments of "for $200 a night I expect blah blah blah" make it sound like this is a luxury place.
Obviously this was an oversight, not a regular occurrence, as OP said she has stayed here many times in the past.

So she got new towels, move on. If it wasn't enough coffee or creamers, why ask for more when you can come here and bitch instead and ask what you should be offered for the pain and suffering you were caused?

IDGI.

dawndoll
Jeepers PEApers

PeaNut 10,973
February 2001
Posts: 2,210
Layouts: 1

Posted: 10/28/2013 10:47:19 AM

I have never been at a hotel that didn't have those things in the lobby.


First of all, $200 is a LOT for a motel for me, as I have not rented rooms in a big city. So, that would be a real treat for me, and I would expect excellent service all around. For $80 I would be more forgiving. I guess it depends upon your scope of experience. That is a lot of money in my book.

Yes, I do know that you can likely get the coffee supplies in the lobby. However, I know that personally, when I get to my room after a long day, I usually strip right down to my PJ's and relax. Again for $200 I don't want to have to go fetch my own coffee. Furthermore, my husband is disabled, so it would be an unnecessary walk to the lobby for him and by the end of a full day he is in great pain. He is very protective over me and would not want me going by myself to the lobby in a strange city, especially in the evening. I guess we watch too much ID. LOL.

I would comment on it at checkout. If the manager is a good one, they will offer a discount, future credit, etc. There is so much competition in the motel/hotel business and whether anyone here perceives this to be a minor thing, the OP was bothered by it and that may make her re-think her options next time, which the manager would prefer not to happen, I am sure.

I know I am in the minority here, but that is how I feel. I have the choice to take my business to a place that meets or exceeds all of my expectations.

*I think it is hilarious that some of the people on here complain about noisy kids in a restaurant that 'ruin the whole dining out episode' yet would criticize the OP for being upset about this. Ah, Pea-land.




jennifw
StuckOnPeas

PeaNut 122,458
January 2004
Posts: 2,773
Layouts: 0
Loc: Texas

Posted: 10/28/2013 10:49:22 AM

I'm still trying to figure out why housekeeping would even visit your room on the day of your arrival. Am I right in my understanding that this was your first day at the hotel?


This is how I read the post, too. We just returned from a trip at a nice hotel with $200+ night and only had housekeeping service once per day. Perhaps the desk clerk should have brought more things with her when you asked, but 2 towels/2 washclothes for 2 guests seems reasonable.

I think you are over-reacting, if indeed it was the same evening as when you checked in.
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