Musings on the Hotel Experience

Ramsey Qubein is Travelin' Light's on-the-road correspondent.

How often have you stayed in a hotel when the big things were impeccable, but it was the little things that caused irritation. In my role as a correspondent for Northstar Travel Media, I am privileged with the opportunity to experience and inspect a variety of international properties for our readers. But, it amazes me to find the exact same annoyances at properties across the globe. Too small to cause concern, but in summation enough to produce anger, these are undoubtedly widespread situations that all travelers endure.

How many times have you…

…been interrupted or awakened by the minibar inspector who wanted to check the status of your fridge? (You know... the one that you never even opened!)

…been charged for high speed Internet access at a so-called full-service property after having experienced free Internet at a budget-minded hotel days earlier?

…been awakened by overpowering noise in the hallways as housekeepers bang and scream their way from room to room? (Don’t get me wrong, I find housekeeping to often be the most friendly members of staff, but they can often be as loud as all get out!).

…been charged a token dollar or two to the room to go towards charity (from which the hotel will receive the praise)? Management knows most guests will be too embarrassed to remove the charge, and they can get away from saving what they would have contributed on their own.

…been saddened to find that the expensive room you paid for has hair in the sink or on the towel?

…been guilted into reusing your towel for environmental purposes?(A cause I support wholeheartedly, but always have an inkling the savings go into the hotel’s coffers rather than towards worldly good - Ed. Note: You and me both, brother. -).

…been submerged by water around your feet in the shower only minutes after starting the water since the so-called rainfall shower head was never matched to the drain’s capabilities.

I am by no means a perfectionist, but I do believe that the hotel industry has become complacent at a variety of key “touch points” that are important to the guest. My personal “touch points” are: the arrival moment, the ease of “living” in the room (Internet, phone, TV), the bathroom, the bed, and the unscripted interaction with employees (a smile from a housekeeper or greeting from a bellman). These are important “moments” where a guest’s opinion of a property can change in an instant.

Sure, it’s nice to have a signature scent in the lobby, turndown service, or a half-dozen restaurants. But, if I cannot relate on these primary touch points, I leave with more hesitation than praise.