During the pandemic many hotels stopped providing daily housekeeping to save money. Then, when housekeeping returned, they often did less cleaning in rooms and made it “opt-in.” Hotels claimed this was to promote choice but customers already had the choice to decline housekeeping if they didn’t want anyone coming into their room. It was all about cost cuts.
Before the pandemic making a ‘Green Choice’ and getting bonus points for declining housekeeping was a common offer. The bonus points stopped.
Now at Hyatt housekeeping is supposed to be available at least on request at all of their brands, though full service hotels provide it by default. I’ve been to a franchise Hyatt Place that won’t provide this even when asked to do so.
Another one like this is the Hyatt Place at Charles de Gaulle airport in Paris. Here’s what they tell guests: housekeeping is not an option but you can choose points, a drink at the bar, or to volunteer as a gardener for the hotel.
I reached out to Hyatt because this seemed non-compliant to be. Hyatt Place properties are supposed to make stayover housekeeping available on request. Before that was standard, it was supposed to be available to Globalists members at least.
Hyatt let me know they’d reached out to the property “to update their guest letter,” suggesting this letter was a pandemic holdover. But the letter wasn’t suggesting housekeeping had been suspended due to Covid-19 they claimed it was their ‘environmental initiative’ (a claim that was always and everywhere absurd when hotels have made it).
We do not provide the refresh of the room and therefore reduce our ecological impact, by lowering the use of water, electricity, transport of linen.
Weeks later the hotel had not updated its guest letter. I prompted Hyatt, and they told me they “raised this issue with the hotel again.”
I wrote about another Hyatt property that technically complies with allowing guests to request housekeeping, but makes it so difficult that nobody does. They require guests to fill out paperwork and to call the front desk to let them know that the paperwork has been completed.
I asked Hyatt Chief Commercial Officer Mark Vondrasek about the challenge of franchise hotels – properties neither owned nor managed by the chain – finding ways around or simply ignoring brand standards. They benefit from the chain’s brand, but may wish to spend as little as possible while taking advantage of it. He said this was their problem to solve. Indeed it is.