Forbes carries an illuminating piece on hotel toileteries. (HT: Alan H.)
Hotels want you to take the amenities: (Although they don’t want you to take a handful off the housekeeping cart…)
When guests take their toiletries home with them it’s a signal to the hotel team that they’ve done a good job picking the right products. They’re also hoping you’ll think of your hotel stay when you end up using that bottle of lotion later on.
“If you take it, then you must have liked it,” says Scott Mitchell, director of design and development for Marriott International
Hyatt even produced a video telling you to take the toileteries. But IHG’s towel amnesty notwithstanding, hotels don’t want you to take the towels.
After the brands and scents are selected, mock-ups are then made for packaging. Things to consider: holes and caps on the bottles must dispense easily, fonts must be readable for older guests, flip caps are better than screw caps because they’re easier to open with one hand. Mitchell notes that a flip cap adds about a penny to the cost of the bottle. That may not seem like much but it adds up when you’re buying 100 million bottles each year.
Marriott spends over $25 million annually on bath amenities — about $20 million on Thann for the Americas and Asia Pacific, and a third of that for their smaller footprint in Europe and Africa.
TSA liquid rules have increased the importance and consumption of toileteries — it used to be that only a third of guests even used them, now most do.
It shouldn’t matter as much as it does, and I should know better, but toiletries contribute to the
irrational emotional connection with hotels.