Hilton’s CEO wants guests to reuse their towels. He doesn’t think hotels should have to provide things better than what people have at home. He’s playing to owners, chasing fees, but diluting his brand – which will limit the ability to collect fees over time.
About 15 years ago I started having someone clean my then-apartment. They did a better job than I did, and I was always too busy with work to give it its due. Coming home to a clean apartment, first every two weeks and then eventually every week, always felt special. It was exciting and refreshing.
I make my bed every morning at home, because the bed it much more inviting and relaxing to fall into at the end of the day that way. Little touches can go a long way towards happiness where I sleep.
The website The Points Guy offered a roundup on the NYU International Hospitality Industry Investment Conference where several hotel CEOs shared comments about the industry.
Hilton’s Christopher Nassetta wants you to re-use your towels. It’s one thing not to have full daily housekeeping. It’s another not to empty trash and refresh towels.
Last year at the conference, Hilton CEO Christopher Nassetta posed the question: “When you’re at home, do you change your sheets every day? Do you wash your towels every day? … No.”
This year, he doubled down on the notion that if you use your towels multiple times at home, why wouldn’t you do the same at a hotel?
People stay in hotels for all sorts of reasons beyond just a place to sleep (‘everybody has to be someplace’ or, in Buckaroo Bonzai parlance, ‘no matter where you go there you are’). Vacations and staycations are about escape, and sometime indulgence.
Several years ago Hyatt ran a campaign ‘it’s good not to be home.’ The idea was that staying at a hotel is better. It’s exciting. It’s not just a roof and a bed, it’s an escape where little indulgences feel special.
And this is necessary in order to generate a revenue premium for the product. It’s why so many brands have gone all-in on things like wellness, and why big chains have launched boutique brands. People create narratives about who they are based on where they stay and the companies they do business with. Very few things are more personal than where ew sleep.
As for Nassetta,
- Yes, I do actually change out my bath towel daily at home. Why should I accept less when I stay at one of his hotels? But that misses the point.
- Hotels are selling guests more than a (dorm) room, they’re selling an experience.
- If they cut back on the experience – the feeling of being taken care of, the added services – they walk away from how they are differentiated from Airbnb. There becomes no more reason to stay at hotels over homesharing, and that’s bad for the business.
Nassetta doesn’t think he’s in the business of delivering experiences for guests. Instead he’s in the business of collecting fees from hotel owners who use the Hilton brand. And he doesn’t want to chase away owners who would pay fees to Hilton by imposing mandatory costs on them, and encouraging them to move over to Marriott.
For big hotel chains, guests aren’t the customer they’re the product – which get sold as marketing leads to hotel owners in exchange for fees.
The problem with this is what Nassetta is selling is the Hilton brand so while they may pocket more owner fees in the short run by diluting their standards, in the long run that makes the brand less valuable. And in an ‘asset light’ model where Hilton doesn’t own its hotels, all they have is a bit of experience managing inventory and their brand.
ahhh the corporate hot air spin to attract hotel investment/owners
“Drink the Kool Aid” said Jim Jones!!!
Gary – many of us actually do use a towel 2-3 times at home and have absolutely no problem doing that in a hotel. If you want daily housekeeping pick a hotel that offers it and quit bitching. Personally I have ZERO problem w no daily housekeeping (I choose that pre COVID when it was standard since I don’t like people coming in my room when I’m not there) and requesting additional towels if I need them.
Your quirks are really strange at time (e.g., airport body scanner, wall mounted shower dispensers, etc)
A tempest in a teapot.
To encourage guests to reuse towels is not a new concept. Many hotel chains have implemented it for years by giving the guests choice: Hang a towel on a hook after using it and that will be taken a sign that you’d like to reuse it to conserve “resources” (like water), and it won’t be replaced. Leave it on the bathroom floor, bathtub or sink and it will be replaced. You’ve seen the sign, haven’t you?
There are people who dry their bare bottom with a towel, hang it up, and then use it again the next day? Gross.
There are people like BobinNH who don’t wash their ass when showering? Gross.
As a writer analyzing the customer experience offered in transportation and travel, I such pathetic attitudes towards customer experience and the public amusing.
Note the parallels in attitude from Amtrak, American Airlines, and now Hilton. The excuse for Amtrak is simple: selection of Board members with no relevant experience in direct violation of federal regs; a corporate management lacking railroad operations experience. Perhaps this explains why Amtrak does not operate a lounge car between Chicago-San Antonio; offers an inferior meal in bowl on certain Eastern overnight routes; re-directs coach passengers to the cafe car by refusing service in the dining car. AA’s “Oasis” seating is a condemnation of customer experience. Unlike Amtrak, at least the airlines, hotels, and cruise lines are in a competitive marketplace.
BTW-to save 10¢ the executive director (an RN) of a Columbia HCA hospital in Chicago recommended to just turnover the sheets instead of changing daily. Idiotic concepts like that forced out Columbia HCA from that entire market area.
I think this is why Chris is a CEO and you’re not Gary!
The heat off of this take is something else.
In Donald Trumps book ” The Art of The Deal” He discusses a joint venture he had with Hyatt in a Manhattan hotel where he thought the staff uniforms looked sloppy, Hyatt’s ceo at the time didn’t think it was a big deal. Trump said if were going to maintain our image and our rates, the uniforms had to be immaculate. The decor, the service had to be top notch.
Mr. Nasetta would be that Hyatt CEO.
I’m in agreement with you, Gary.
Going to a hotel, as opposed to being home, is all about being taken care of. If I’m traveling on business, that caretaking is all about giving me a strong base for me to do my job (I have the same approach to my customers/guests…my job is to take care of their needs. Doing that well is the reason I get paid, and what I get satisfaction from doing). If I’m at a hotel on vacation, the stay is largely about getting a respite from the responsibilities of my daily world. In either case, I’ll go where I get my needs met. With the deletion of the value of loyalty programs, hotels make it easier and easier for me to stay where my immediate needs are better met.
My husband and I have been loyal to Hilton for years. That loyalty started to crack and break when Hilton started capitalizing on the Covid 19 lesser cleaning phase because of Covid. They still want to offer fewer services and that makes me feel nasty.
We recently stayed at a Marriott owned hotel in DC and it was so much nicer and better service, too.
I pay not to have to beg for extra towels and beg for service. I think we are done with Hilton Honors. The hotel doesn’t honor us for our loyalty anymore!
@Gary – While your points about Hilton are valid, it’s not like Marriott isn’t moving in the same direction.
Many of us think that washing towels and bedding every day is just a horrible waste of resources. I wish everyone thought that way, but any hotel guest should expect and receive what he wants. If you want fresh towels and bedding every day, you should have it. Comparing a hotel night to one at home is asinine. But the corporate big guys are paid bonuses on the stock value. The more money the corporation makes, the higher the value. The bigger the bonus. Simple stuff.
Such a laughable post. As someone who’s spent his entire career working in the hospitality industry, this is just an ignorant and entitled post.
“Vacations and staycations are about escape, and sometime indulgence.” – But that doesn’t mean you can be wasteful which you are advocating and is downright shameful. If you consider what is happening in California, there is a big problem with water supply. If I stayed in a hotel in California regardless of how luxurious it is, I would prefer they NOT do room service daily.
Jerry: you mean the book trump DIDN’T write?
It’s been documented the “small Mario kart hands man can barely read…..
I also don’t spend $300-400 a night to stay in my home.
@AC: I can’t agree with you more and to be honest my immediate thoughts were You were actually very nice in your comments. Mine would have been much more sarcastic.
@BobinNH: I can only hope that was sarcasm. I am sure they have invented soap in NH.
@ChurnieEls: exactly, big jump from travel blog to CEO of Hilton.
I meant to add, though, that I do think replacing towels and sheets every day is terrible for the environment, and not what I want. What I expect from a “full service” is proper servicing of the room: bed made, towels neat, trash removed, carpet vacuumed; room service; a bell staff; etc.
Well said Gary!
As I write this I’m currently in a Hilton resort in Hawaii. Last week I was in Kauai and stayed at a Marriott. The conversation my wife and I had at breakfast today was a comparison of the two chains. Marriott was immaculate! Fresh interiors with a washer and dryer IN the room as well as stovetop, microwave, full fridge etc. The Hilton here is little better than a 1970’s Holiday Inn somewhere in the Midwest and certainly not worth the price. Meldew smells from the A/C, cheap KMart replacement fixtures in the bath, cracked tiles, peeling wallpaper etc. While the resort is beautiful, the rooms aren’t.
@Patti, I spend about $115 in pseudo interest and taxes per day. I could spend more if I wanted to wash my sheets and towels daily. I don’t change my sheets daily, not do I change my towels daily. If I can get a credit from the hotel for not going so, I will
@JorgeGeorgePaez 99% of all books are written by ghost writers. Why is that important ?
Bingo. I’m not staying in hotels that don’t make my bed and change my towels every day. Might as well stay at Airbnb
I actually think that the way forward should be housekeeping upon request . I have stayed at a couple of hotels recently where that was the policy . If I am on a short FRIDAY to SUNDAY stay , I don’t care about housekeeping but I , like others here , want fresh towels . So , upon check-in I request extra towels and have never had an issue with them accommodating that request .
For longer stays , I do want housekeeping every couple days . Again , I request extra towels and am fine with housekeeping after every 2 or 3 nights . I enjoy a nice “refresh” every couple of days – especially to remove the trash .
I think everyone has different thoughts on Hilton versus the individual brands. At the lower end Hampton inns can pull this off on the upper end a waldorf or conrad i would ask for a refund. The challenge is the middle and where do you draw the line. 500 a night for a Hilton iwant full service.
I am a diamond member from hilton. A bonvoy member from marriott and diamond from ihg. I have been traveling extensively this year 129 nights. I dont feel like a valued customer at hiltons anymore. It’s all about the bottom line.many of nassettas ideas don’t work for business travelers. They want people who stay 1 weekend and trash the room. As long as the rooms are booked it’s fine for them. Not for me. I want clean and peaceful stays. Lately I have none.
I’ve been a Hilton Diamond member for over 10 years and I finally quit on Hilton.
No more breakfast, Executive Lounges in shambles, Award stays at extreme high costs, Hilton is surely making a great effort to send their faithful clients away for good.
Linen reuse has been a win-win for the hotel industry since it was introduced. Save labor costs and help the environment with less water and laundry chemical usage. Picking on Hilton? NEARLY EVERY MAJOR CHAIN has linen reuse policies. Don’t want to participate? Just ask the hotel to change your linen every day.
For years we have taken vacations through timeshares, most do not change sheets for the week that we are there however some certainly do provide fresh towels but many do have laundry facilities in our rooms for us to wash the towels and dry them. When I am on business for shortest days I certainly do insist on fresh towels daily, as well as the carpets being vacuumed and the trash being picked up. That’s not my job and certainly the hotels should understand that for the rates they are getting. Especially when you have a better hotel brand and you expect three four or even five star rating. After all is if cheap hotel can give me breakfast than you certainly can provide fresh towels. Points and bonuses are irrelevant if you can’t provide decent service
Bob in NH, I’d love to help you clean your tush.
I only use a towel once at home. Hotel management is nuts. You can’t charge 300+ bucks a night, add on resort and destination fees and cut benefits. I pick hotels for their beauty and benefits. Love old hotels like The Brown in Denver, the Palace in San Francisco and many European hotels like King George in Athens.
You want to be transported back in time and be pampered. I expect amazing FREE breakfasts as an elite member of Marriott. I expect lounges in foreign countries as a Diamond member of Hilton. I expect a clean, comfortable room with fresh towels and nice toiletries
Don’t get me started on beachfront resorts charging CRAZY prices and fees and crying poor because of the pandemic. NEWS TO THE WORLD. THE PANDEMIC IS OVER
Companies are back to work in offices. People are traveling again. Stop accepting a watered down product and hotel management will adjust their strategy.
@DCS
I was very supportive of Green Choice where Marriott gave customers the option of points instead of housekeeping. That is a customers choice to opt out. The hotel taking away housekeeping to save money not the environment isn’t fair to paying customers
My hope is that those making excuses for bad service, high prices, poor amenities and an overall poor value stay at hotels that offer such experiences. For the rest of us, when we pay top dollar, we would like a top dollar experience.
I recently stayed on points at a Hilton hotel where the room’s refrigerator had not been cleaned out, had old food left in it, and had food bits throughout. I called Hilton and asked for half my points back. If more people did this, we would begin to see hotel owners tighten it up.
He’s the very model of a modern CEO: maximize short-term profits and who cares what that does to the company. “Hilton” used to mean ‘luxury hotel”, but has long since joined the race to the bottom.
Don’t like it? Don’t stay at a hotel. Build your own.
Dude, global warming and lower cost to customers is also part of the equation …
Changing towels daily is un necessary and wasteful at home or at hotels.
Gary it’s obvious that trolls love giving their negative commentary when they disagree with a story you write. Unfortunately trolls aren’t going anywhere but your post was spot on. Not surprising that the trolls lambasting you dislike/don’t want want daily housekeeping. What ever happened to choice and preferences? If I’m paying for a room, I expect daily housekeeping. It should be a CHOICE you make at check-in (and no additional fee). Corporate greed has ruined the travel experience in the US.
Just back from a five-night stay in a different brand hotel that has permanently adopted daily housekeeping only on request, I find it completely fine. It is just changing the default. People who want new towels should be able to ask for them – this makes far more sense than having to change behavior just to not have them.
Waste is waste. There is no such things as a free lunch. Every towel washed unnecessarily is paid for by everyone else.
Can we just call this what it it? A way for hotels to cut costs while hiding behind the excuse of COVID or the Environment…
The timing on this article is amazing as I just stayed at a Hilton hotel in Myrtle Beach for 5 nights and was only given 4 sets of towels and washcloths. I don’t expect my sheets to be changed out unless I would be staying somewhere for 7 days or more, but to be asked to reuse my towels at a 4 or 5 star resort is ridiculous. If I wasn’t an owner, I looked and would have had to fork over $2200, which is $440 a day. For that kind of cash, I wouldn’t expect that level of “experience.” I, by no means grew up rich or even well off, but I never used a towel more than once before it hit the wash and even with a family of 4 don’t do it now. It’s part of the cost of doing business. Hilton should be better.
If the daily rate is the same each day, guests should have the right to the same level.of service each day. I can take not having my sheets changed for two or three dsys, but I want fresh towels. I suspect that using the environment and Covid as excuses for limiting services is more about hotel owners not having to hire as many people and pay for as many hours. But, apparently, it works. We stayed at a Hilton in SC two years ago for $231 per night. This July, it’s $500+, not including the resort fee. And, as someone else said, most are charging resort fees to pay for what used to be free. Long story short: If you’re limiting service after the first night, I want a discounted rate for those nights.
So, using the CEO logic, when going out to a restaurant, you should be expected to clear your own table? Because that’s what you do at home. Oh, clean dishes?
That is your own extrapolation because the last time I checked nothing like what you claim has been implemented. My prediction is that it won’t be implemented any time soon.
Interesting comments. Wonder if there is also a generational gap here in preferences? I keep a clean home (and clean body), but also have no issues with re-using hotels or expecting new sheets everyday when there really is no need and don’t feel my friends/family have any issues with this either (group of early 30s/late 20s travelers).
Having worked at a hotel in the past, I do see the huge amount of waste and energy expended at many hotels and it has haunted me (everything from recycling claims/bins that are added into the trash), to food waste, etc. That said, I support the changes knowing there are particular chains that cater to every expectation or hotels that will cater to every guest- a Hilton or Hyatt is pretty much a mainstream brand like a Toyota or Honda, so feel like you get what you pay for. Turnover, new towels daily all have a cost and seem like really premium elements, so would expect this to be the “standard” at chains like a St. Regis, Waldorf, or Four Seasons/Ritz), OR take it on as an optional incremental daily fee to the big chains for those who prefer it – just give me a clean room, comfy bed good water pressure and free water. LOL.
Oh and also $200-$300 a night is the old $100-150 a night, right? So maybe for hotels like $400 + a night I’d expect a more frequent replenishment/replacement schedule as the standard.
@DCS
I wonder where you stayed for past 2 plus years. I stayed at a lot of Marriott properties that either didn’t offer housekeeping or offered “housekeeping on request”. Problem was when you requested they said not unless you ask by 6pm, not unless you stay more than 3 days. A significant number of properties stopped offering elite benefits
Mr. Nassetta when I am paying $200 USD or more a night I expect DAILY service which includes the OPTION of having my towels replaced and my trash emptied. No I do not do this on a daily basis at home, but guess what, my expectations are higher when staying at a hotel, as I am paying more. If you don’t get it I can switch my loyalty to another brand! This is not rocket science it is common sense.
Conrad Hilton is spinning in his grave.
Compared to a few years ago quality of service has fallen off in most areas of the food and hospitality industry. Any location that is the same as a few years ago is sticking out as cream of the crop
I stay in a small apartment hotel in Mexico City about 3 blocks from the Hilton Reforma. There is housekeeping 6 days a week (the cleaners have sat or sun off).They wash the floors, empty the waste baskets, etc. I pay for a week for what Hilton charges for a night. They replace towels as needed, and change sheets twice a week. I do not have to ask.
That is the least Hilton can do. There is always the Do not Disturb sign if you do not want it.
@Mets Fan in NC – No travel in 2020. Started traveling again in August 2021. Since then I’ve stayed almost exclusively at Hilton hotels and, without exception, including my most recent stay last month at DT London ExCel, housekeeping was offered, either outright or “on request”. One must, however, not lose sight of the fact that the last two years have been anything but “normal”, with a tight labor market that remains depressed in the service and hospitality industries forcing companies to make adjustments or perish.
In short, now is not the time to bitch about what hotels are or are not providing, because most — if they did not go under — are still recovering…
If they want to save money then let us choose. Charge us more for a room with the full experience and less for the room without. Or make it an al la cart experience. But truly if I’m on vacation and spending more than a single night I’d want the total experience.
Born and raised in Hawaii, I’ve spent majority of my Staycations at Our Beautiful Hilton Hawaiian Village Waikiki. I Love the perks that I receive being a Hilton Honors member. PLEASE!! Everyone who wishes to Vacation/ Staycation at your near by Hilton or abroad, sign on and become a Hilton Honors member. The rewards and perks are truly rewarding and Awesome
Please come and enjoy the BEST vacation ever, here in Hawaii, on the island of Oahu. Book online at Hilton Hawaiian Village Waikiki ( Rainbow Tower). Trust Me…. it will Definitely be a dream come true vacation that will make you wanna STAY!!!
Mahalo to You All and hopefully we will see you soon
I do not mind a re-use of a towel at my choice. I notice that Hilton is charging top dollar (2019) + rates, and as part of that $400 per night, i would like the option of: May i bring you some fresh towels, sir? At which time i can say yay or nay.
Worst hotel chain.. period.
The author has never worked in a hotel. And after all thats happened, this should be the least of your worries. Chris Nessetta is not pandering to owners and just collecting fee’s. He knows more about hotels than you ever will. I have been in this industry for almost 40 years. And I’ve never experienced anything like this. We’re short staffed in every department. Our housekeepers can barely keep up with what they’re doing now. Doing a refresh. You sound so high maintenance. Few people change their towels daily.
I travel a lot for work and stay exclusively in Hilton hotels. I actually prefer not to have room service daily. I reuse my towels and such as long as they are not dirty and any time I have needed them replenished, I have never had a problem getting it. I feel like the Hilton brand is always above and beyond.
I reuse my towel for 5 days before leaving it on the floor to indicate that I’d like a new one (if I’m staying any longer). I do this because if everyone conserved a bit more, maybe this planet wouldn’t be in the world of hurt that it is. So maybe consider it from that angle?
You are very entitled. In a world that is rapidly in decline, complaining about reusing a towel is very selfish. Be thankful you are afforded the opportunity of having a “fresh” towel everyday. Grow up and prepare yourself for the hard times ahead when you might have to use the same towel twice.
if you are changing towels daily then you are entitled prick.
there is absolutely no need for that. Also, how about the big trend of people feeling the need not to contribute to the climate change. That’s what such towel policy is trying to meet.
I agree on paying for the experience, but talking about towels replaced daily is so 80’s
Interesting to read the comments, which equates to everyone has different presences and expectations. As someone who had worked in hospitality for 20 years, sadly hotels are no longer about being hospitable; they are about the bottom line. Labor is the highest cost in almost any hotel; companies use it to yield overall expense. The revenue by yielding labor though goes directly to owners or management companies.
Mr. Nassetta has remained CEO, like the other 3 major flags because hotel companies are in a game of monopoly. These companies with 5,000+ hotels, which does 100% dilute a brand; actually make their money off of franchise fees and loyalty rewards. If you didn’t know, it’s actually hotels which pay the cost of your loyalty reward points, not the Hotel Brand. Loyalty rewards is a billion dollar annual business and brands change terms and decrease members amenities often to increase their profit.
Does indulgence include jumping on the bed like it is a trampoline? That’s what quite a few guests do? How about using towels to clean up spilled coffee? Once again happens more often than you think. Or using the towels to clean shoes? Hotels have costs beyond exorbitant and often unobtainable labor.
Hilton turned to a garbage chain. They made record money from profiting on slave like labor and poor treatment of their employees and ripping off customers. There is no incentive to be loyal to Hilton. I hope the company bankruptcy soon. They deserve it. I wish nothing but the worst to the CEO and board members.
As a longtime Diamond member, I do agree that Hilton is at risk by cheapening the brand. Their latest venture of just offering a dollar amount towards breakfast is a great example of this. Their push to profit by increasing price and at the same time increasing reward points needed for rooms belittles their value.
@DCS
If they go under and shareholders or owners get wiped out SO WHAT. New investors will come in buy the properties and provide the right level of benefits and services
Why should customer pay too dollar for lesser product so the owner (who is likely a millionaire or a corporation that is a billionaire) recoup lost profits
Also keep in mind hotel properties were hurt by the pandemic equally. Beachfront Iin Florida and North/South Carolina made money hand over fist charging 400-500 a night knowing guests had fewer options
Hotel service has certainly diminished since the pandemic, but it was already on the decline. For awhile now, lotion is something you have to request at many hotels. Likewise, liquid body wash has been replaced with waxy bars of soap. Housekeeping during a 2-3 night hotel stay is almost obsolete. Hotel food services/offerings are not what they were. These are all trends which started before the pandemic, but like many businesses, hotels blame their shortcomings on the pandemic. I’m a water conservationist so I always opted to reuse my towels, long before the practice was forced on guests. Yet hotels steadily raise their prices (pre- and post-pandemic). If reduced services and amenities equate to lower operating costs, then why are guests still charged for services/amenities they no longer receive? Hotel owners definitely need a reality check on that.
DNH give me a break. I worked in the hospitality field for 20 years the last 5 as a GM. If the property cannot meet guest needs than it shouldn’t be open! Guests are now paying full rack rate at many properties. It is not the guests problem if you cannot provide the promised services which include daily housekeeping for full service properties. Stop making excuses for corporate. If you can’t meet guest expectations close your doors or limit the amount of available rooms. We are no longer in a pandemic, stop making excuses.
It’s funny that the first comment om here talked about still being in recovery. My hotel is a self managed single luxury hilton property. During covid my hotel alone (again, owner only owns one hotel) lost $10 million. We’ve had a little bit of help but do you really think 2 years has remade $10 million? Plus with costs increasing and labor increasing, certain changes have to be made. And im sure other owners etc are going through thr same thing. Hence nassettas way of giving franchisees some relief. Of course guests aren’t happy about it, but im realizing more and more guests are getting harder and harder to please. And their expectations are that things are the same as pre covid. And they just aren’t.
Some markets are still devastated. Each hotel including Marriott does what it can to survive. I certainly expect a clean room when I arrive and a smile from the staff. And I will tip regardless.
Your posts are difficult to address because they are full of suppositions, conjectures and opinions regarding policies that have not yet been implemented. How do you know properties that go under and are acquired would fare any better under a new ownership?
And, SO WHAT? I’ll submit to you that the better a company does financially, the harder it might try to make things worthwhile for its customers, especially the loyal ones. You really want the company whose loyalty program you patronize to do well because that puts it in a better position to beef up what it offers its loyal customers…
G’day
I’ve been in hospitality for over 24 years. At my current property we provide housekeeping once a week for guests staying over 8 days. If it’s less than that then the guest can ca the front desk for garage pickup and to have towels swapped out. In order to provide the when housekeeping experience you need employees. Most hotels don’t have the employees to fulfill that need. And it’s unfortunate that these are the times of the hotels.
Allen – GYFS. You’re providing less service and charging more money. That’s not “recovery”, that’s theft. Bet you took the PPP didn’t you?
I soak up all the dripped water on the floor, after a shower, with the towels. I want fresh towels every day.
Former Diamond member who now shops for lodging on booking.com or airbnb affording in the price or ameneties needed each trip. While I always hung my towels for reuse I resent that so many other things about the hotel experience like daily cleaning now seem like a nuisance to the hotel instead of part of the product I’m paying for even as prices rise. Since my loyalty means nothing to Hilton anymore they’ve lost it along with the revenue it used to bring them.
Just to put it out there, I’ve never had the slightest problem at a hix stopping at the front desk to get a fresh towel before going up to my room. The issue is paying the price for a (name the higher-end brand) and having to do this. Short-term, they can get away with it, but long-term customers will vote with their feet.
To those in hotel management posting here yes Covid is over and we as customers want and expect the pre-Covid experience back. We understood during the height of the pandemic why certain things changed. Yes many of you lost money you’ve yet to recoup. But if you want me in your hotel your going to have to provide the expected level of service.
When it comes to personal stays I’ve been loyal to Hilton for years. Held their credit cards and accumulated their points. I’m starting to wonder why?
Executive lounges are still closed which eliminates on of the major perks of being Diamond. The Breakfast credit is all but useless so their goes that Gold/Diamond perk. We all know Hilton rarely upgrades people so that perk isn’t worth much.
Tell me again why I should continue to hold Hilton Amex cards and be loyal to Hilton? If their are no or meaningless perks and the brand is happy delivering a watered down experience what is their to attract me?
If their is nothing to attract me I don’t stay in the Hotels so owners don’t get paid. I don’t spend on the Hilton Amex so Amex isn’t buying points from Hilton. If the brand is worthless why would an owner stay in the program and pay fees? Without customers no one gets paid.
I am a diamond member for many years. I dont live in the U S anymore however I come back for work about 3 months per year. I have been staying at various hiltons this trip. The service has gone down significantly. I haven’t have my room cleaned in 5 days and I requested it twice. The front desk seems to cater to groups of kids playing sports with a few parents. Hiltons just want to fill rooms and not give long term business guests good service. They will give a room to anyone with a credit card. I had to change my room 3 times because of drunks making noise at 3 00 a.m . Noone at the hotel seemed to care. Nassetta cates only about profit and not about comfort. That’s it for me
While it’s great to see Hilton making investments in technology and sustainability, ultimately what keeps me coming back to a hotel is the quality of service and attention to detail in meeting my needs as a guest. I hope Hilton’s CEO takes these points into consideration and continues to prioritize guest satisfaction as a key factor in the company’s success.