Rooms get dirty without daily housekeeping, and it’s tougher to get them clean after a stay when there’s been nothing done each day that a room is occupied.
However during the pandemic hotels cut back on housekeeping services. Early on many guests didn’t want anyone else in their room. But after that it was a way to save money. Less housekeeping meant fewer housekeepers, and they save money on supplies too.
Hotels have tried to lock in the savings of not cleaning rooms during stays, even as guests have returned. So we’ve seen many hotels move away from daily housekeeping on a permanent basis, though some still let guests request housekeeping during their stay.
- That’s something many guests forget to do before they head out for the day, and requests often get lost or fail to get tracked.
- In my experience, and that of some readers, rooms are dirtier than they used to be.
I checked in with the major hotel chains on their housekeeping policies. While there’s sometimes a gap between the policies and pronouncements of a chain and on-the-ground reality, Hyatt seems to be doing the most to require hotels to provide housekeeping. Even where chains say it’s supposed to be an option, it may not be.
When hotels don’t offer services that match these standards, you are perfectly justified in complaining both on property, and for compensation after the fact, because you aren’t getting the experience you’ve paid for.
Hilton offers full housekeeping at luxury brands while letting guests opt into housekeeping elsewhere.
Guests at any of Hilton’s 18 brands have the opportunity to tailor their housekeeping experience to their individual comfort level.
In the U.S., most Hilton properties are implementing a flexible housekeeping policy, with full deep cleanings prior to check-in and daily housekeeping services available upon request.
Ritz-Carlton, Ritz-Carlton Reserve, St. Regis, Luxury Collection, W Hotels, Edition, Bvlgari, and JW Marriott are required to provide daily housekeeping by default.
That doesn’t mean you can’t have it at other hotels. For instance during a May stay at a Westin I was told to call each day that I wanted housekeeping. I did, and it was provided.
In fact, a spokesperson tells me “At our other brands, service is not currently provided unless the guest choses/requests daily housekeeping” however “it is the standard to provide the choice for housekeeping services.., however, there may be extenuating circumstances where it may be difficult to provide in the short term.”
I asked what a guest should do if daily housekeeping isn’t offered or honored and was told they “should ask to speak with a manager on duty or the general manager for an explanation.” That sounds to me like they have little recourse but to accept the explanation given.
Expect to see some daily service across chains, but in a way that’s faster and less expensive to provide.
IHG luxury properties will have “elevated housekeeping service..resume daily” according to a spokesperson, while the chain is introducing a new “Daily Room Refresh” program this fall in the U.S. and Canada for other brands.
- It’s not ‘no housekeeping’
- But not ‘full housekeeping’ either
Instead IHG tells me “many of our brands will focus on the key elements of daily housekeeping that guests value most, such as trash removal, restocking of towels and amenities and making the bed with existing linens.”
By default most Hyatt brands are permitted to provide housekeeping services just every third night (Park Hyatt, Alila, Mirvaal, and all Asia Pacific properties must provide it daily). However daily housekeeping is supposed to be available to all guests:
- All Hyatt brands are supposed to honor daily housekeeping if requested
- The default for elite members should be to receive housekeeping daily unless the guest opts out
- A ‘small number’ of Hyatt Place properties are allowed to provided limited service housekeeping during a stay (e.g. trash and refresh towels and toiletries), but there’s no available list of which properties
- When a hotel says that they do not offer housekeeping during a stay guests should report that (“• Guests can reach out to firstname.lastname@example.org or call us at 800.323. 7249 or 402.592. 6465 for any additional information for cleaning standards for individual hotels.”)
Hyatt, it seems, wants guests to complain about all of the hotels out there that aren’t currently providing daily housekeeping even on request for elites, as I’ve certainly heard from many readers is the case especially at limited-service properties.