laatste update: 10-2021
What Do Hotels Have to Tell You?
It’s pretty safe to say that most of us would like to assume that hotels have to disclose certain information, like a bedbug infestation for example.
What we unfortunately found was that if a hotel has knowledge that there are bedbugs, they are actually not obliged to let guests know.
Bedbugs are serious business and bedbug reports can put hotels in danger of losing customers, so it’s not a surprise that they’ll fail to tell you if they don’t have to.
You can do your own research, though, and check sites like BedBugRegistry.com to see if the hotel you’re interested in booking has a bedbugs past.
On a more macabre note, we were curious to find out what hotels have to disclose as far as deaths in their establishments.
For instance, if there has been a death in one of the rooms, does the hotel have to let guests planning to stay in said know of this before they book? In addition, if asked outright, are hotels obligated to tell the truth?
In 2015, hotel industry insider Jaccob Tromsky told MailOnline Travel that deaths in hotels are “not quite as rare as guests may think.” Tromsky, who has worked at two top hotels in New Orleans and New York City, said rooms are simply “sanitized, cleaned, and sold… a lot faster than you’d think.”
Most importantly, Tromsky confirmed that hotel staff is often “forbidden” from disclosing details of hotel deaths to any guests.
One thing a hotel is obliged to do is offer fresh linens if you ask for them. So while most hotels provide this automatically, always make sure to request fresh linens upon arrival to ensure they’re nice and clean.
If you find bedbugs, a hotel will offer you a different room — but you should instead ask for your money back and book another hotel. Unfortunately, bedbugs likely won’t be limited to one room, and the whole hotel may be infested.
Overall, Do Guests or Hotels Have More Power?
Finally, to address perhaps the most important question, who holds the power in the guest-hotel relationship? First up, it’s worth knowing that a little complaint goes a long way.
So if your room looks a certain way in images on the hotel’s website but looks completely different in reality, it is worth complaining.
Most hotel chains admitted that if complaints were legitimate, remunerations would be made. While this isn’t a rule, hotels often chose to compensate guests rather than suffer the wrath of a bad review online, or worse, to the press!
Digging your heels in about an issue — everything form overcooked food to the state of the bathroom — often turns into a standoff a guest is likely to win.
Liens on Luggage:
However, while you can glean a few extra freebies or some money off your bill, the hotel still has serious power if they feel that you didn’t abide by the rules during your stay.
Some hotels we spoke to have a Company Lien on guests’ luggage. What this means is that when it’s time to pay, if a payment does not go through, the management will have the lien on guests’ belongings.
A lien grants the creditor the right to sell or auction the debtor’s property, at any time, without reference to the guest.
Damage To Hotel Room:
At some point most of us have done damage to a hotel room or two. Now we’re not talking about the purposeful trashing of a room in its entirety, but most of us have accidentally knocked this over, or pulled that too hard.
Most hotel management is likely to be benevolent if these small issues are mentioned to them, but defacing property and partying in rooms is another matter.
In most of these situations, hotel management will photograph the room once you have left, and get statements off the staff, almost like a crime scene!
Next the cost of repairs is tallied up; the damage itself must be factored in, as well as the resulting loss of business. Be aware that costs can rack up as charges such as “compensating other guests” could be added, if you’ve had a particularly raucous night and disturbed others.
It is likely guests will receive written notification (for legal reasons) of the damages and consequent next steps.
The guests’ rights in this case, if they did indeed do the damage, are limited. However, hotels cannot add unauthorized charges to your credit card without your knowledge.
This action can be reversed, and some banks may stop allowing the hotel to take payments after putting through an unauthorized one.
However some hotels have outlined in their policies that “we reserve the right to make a charge to the guest’s credit card,” so always be sure to read the fine print.
Removal of Hotel Property:
We usually leave hotels with a bathroom hoard…actually, most people do. The miniature shampoo bottles and soaps are there to be taken, right?
Hotels cannot reuse half empty bottles or used soaps, so you’re not doing anything sneaky. However this does not apply to larger items in the room.
Taking linens, kettles, televisions, or whatever else you can get your hands on will not go unnoticed. Hotels take an inventory of what is in each individual room before and after guests arrive.
Removal of hotel property can often result in charges for a replacement, and sometimes removal fees.
On the flip side, guests do sometimes have rights if their own possessions go missing. UK chain Future Inns, under its Hotel Terms and Conditions, explains the company’s stance on the rights of guests’ missing or stolen belongings:
The proprietor of any hotel has a duty to take reasonable care of the property of his guests brought to the hotel, whether resident or not.
If it is lost or damaged through the negligence of the hotel, the proprietor may be liable. In addition to this duty, which an innkeeper has in common with others who are not innkeepers (private hoteliers), an innkeeper has, in certain circumstances, strict liability for the property of his resident guests.
While many hotels offer similar assurances, it can often be hard to prove that items have been lost through the negligence of the hotel.
Future Inn says that proprietors can avoid liability if he can prove the loss or damage was caused by the “guest’s own negligence.”
10 Hotel Secrets from Behind the Front Desk
1. HOTELS ARE RAKING IT IN.
The fact that a hotel could fail to be profitable astounds me. Why? The average cost to turn over a room, to keep it operational per day, is between $30 and $40.
If you’re paying less than $30 dollars a night at a hotel/motel, I’d wager the cost to flip that room runs close to $5.
Which makes me want to take a shower. At home. That $40 turnover cost includes cleaning supplies, electricity, and hourly wages for housekeepers, minibar attendants, front desk agents, and all other employees needed to operate a room as well as the cost of laundering the sheets. Everything.
Compare that with an average room rate, and you can see why it’s a profitable business.
2. STAYING FOR JUST ONE NIGHT? YOU MIGHT GET “WALKED.
”The term “walking a guest” sends shivers down any manager’s spine. Since the average no-show rate is 10 percent daily, hotels will overbook whenever possible.
The sales and reservations departments are encouraged to book the property to 110 percent capacity, in the hopes that with cancellations and no-shows they will fill every room.
What happens when the numbers game doesn’t play in the hotel’s favor? Someone gets walked. The hotel will now pay for the entire night’s room and tax (plus one phone call—how cute is that?) at another comparable hotel in the area.
A guest is more likely to get walked if:
1. He booked using Expedia, hence he has a deeply discounted rate and is less important.
2. He never stayed here before and may never visit the city again.
3. He’s a one-nighter.
4. And this one is so much more important than all the others: He is acting like a jerk.
3. SMART COMPLAINERS WIN.
Though most complaints should be delivered to the front desk directly, in person or on the phone, keep in mind that most issues will not have been caused by the front desk at all.
So briefly outline your problem, offer a solution if you have one, and then ask whom you should speak with to have the problem solved. “Should I speak to a manager about this?” “Should I speak to housekeeping about this?”
Those are wonderful and beautiful questions to ask. Most of the time, the front desk will be able to solve the problem immediately or at least act as proxy.
Want to make sure that the agent doesn’t nod, say “certainly,” and not do a damn thing? Get his or her name.
Nothing tightens up an employee’s throat like being directly identified. You don’t have to threaten him or her either, just a nice casual “Thanks for your help. I’ll stop by later to make sure everything has been taken care of. Tommy, right?”
Whatever you asked me to do I am doing it. (Will screaming get you what you want? Well, probably. But it’s not nearly as effective.)
4. THERE’S A BETTER WAY TO CASE A PILLOW.
To put on a pillowcase, the housekeepers throw a solid karate chop right down the middle of the pillow and then shove it in, folded like a bun.
This method is preferred to the civilian method of tucking it under your chin and pulling up the pillowcase like a pair of pants because these ladies have no interest in letting 50 pillows a day come into contact with their faces.
5. ENJOY YOUR LEMONY FRESH GLASSES.
You know what cleans the hell out of a mirror, and I’m talking no streaks? Windex? No. Furniture polish. Spray on a thick white base, rub it in, and you’ll be face-to-face with a spotless, streak-free mirror.
However, I am not recommending you take this tip and apply it in your own home. Though using furniture polish is quick and effective, over time it causes a waxy buildup that requires a deep scrub.
The housekeepers kept this move behind closed doors along with another dirty secret I didn’t discover until I walked in on ladies with Pledge in one hand and a minibar glass in the other.
Keeping those glasses clean-looking was also part of the job. So the next time you put a little tap water into the glass and wonder why it has a pleasant lemon aftertaste, it’s because you just took a shot of Pledge.
6. NEVER, EVER PAY FOR THE MINIBAR.
Minibars. Most people are appalled at the prices. However, you never have to pay for the items in the minibar. Why not?
Minibar charges are, without question, the most disputed charges on any bill. That is because the process for applying those charges is horribly inexact.
Keystroke errors, delays in restocking, double stocking, and hundreds of other missteps make minibar charges the most voided item.
Even before guests can manage to get through half of the “I never had those items” sentence, I have already removed the charges and am now simply waiting for them to wrap up the overly zealous denial so we can both move on with our lives.
7. BOOK ON A DISCOUNT SITE, GET A DISCOUNT EXPERIENCE.
Reservations made through Internet discount sites are almost always slated for our worst rooms. Does this seem unfair? First of all, we earn the slimmest profit from these reservations.
And honestly, those guests didn’t really choose our property based on quality; they chose based on value. We were at the top of a list sorted by price. But the guest behind them in line, the one with a heavy $500 rate, she selected this hotel.
When she comes to New York, she goes to our website to see what’s available. Since we have no reason to assume Internet guests will ever book with us again, unless our discount is presented to them, it truly makes business sense to save our best rooms for guests who book of their own volition.
8. BELLMEN HATE YOUR SUITCASE—BUT NOT BECAUSE IT’S HEAVY.
Bernard Sadow: the man all bellmen hate, though they’ve never heard his name. In 1970, he invented the wheeled suitcase, the bane of the bellman’s existence.
Before that, the bellman was a necessity, a provider of ease and comfort, a useful member of society. When Sadow sold his first prototype to Macy’s in October 1970, he instigated a catastrophic change in the hospitality environment, causing the once noble species to retreat, rethink, and reemerge as a hustler fighting for survival.
Sadow might as well have invented the phrase no bellman wants to hear, the phrase that leaves bills unpaid and ruins Christmas: “No, thanks, I got it.” Or that surprisingly prevalent and ignorant phrase: “I don’t want to bother him.” Don’t want to bother him? The man has a family. No one is being bothered here!
9. FRONT DESK AGENTS CAN ALSO BE AGENTS OF KARMA.
Any arriving guest should receive what are referred to as initial keys, which are programmed to reset the door lock when they are first inserted, deactivating all previous keys.
Not until the keys expire or a new initial key enters the lock will the keys fail to work. With a “key bomb,” I cut one single initial key and then start over and cut a second initial key.
Either one of them will work when you get to the room, and as long as you keep using the very first key you slipped in, all will be well.
But chances are you’ll pop in the second key at some point, and then the first key you used will be considered invalid.
Trace that back to me? Not a chance. Trace that back to the fact that you told your 9-year-old daughter to shut her mouth while harshly ripping off her tiny backpack at check-in? Never.
10. THERE’S ONE SUREFIRE WAY TO GET AN UPGRADE.
Here is one of the top lies that come out of a front desk agent’s mouth: “All the rooms are basically the same, sir.”
Bull. There is always a corner room, a room with a bigger flat screen, a room that, because of the building’s layout, has a larger bath with two sinks, a room that fits two roll-aways with ease, a room that, though listed as standard, actually has a partial view of the Hudson River.
There is always a better room, and when I feel that 20 you slipped me burning in my pocket, I will find it for you. And if there is nothing to be done room-wise, I have a slew of other options: late checkout, free movies, free minibar, room service amenities, and more.
I will do whatever it takes to deserve the tip and then a little bit more in the hope that you’ll hit me again.
Some people feel nervous about this move. Please don’t. We are authorized to upgrade for special occasions. The special occasion occurring now is that I have a solid 20. That’s special enough for me!