In many countries around the world including major tourism destinations, the hospitality has been hardest hit by the Covid-19 pandemic, many hotels and restaurants having been forced to shut down temporarily, some even for 10 to 12 months continuously. In most countries state authorities would offer some support in the form of furlough and subsidies, yet, the turnaround of staff has reached a climax during the pandemic.
Having stayed and reviewed 32 luxury hotels in 12 countries the past 12 months, I can conclude that yes, wealthy travellers should be concerned about some compromises in service standards at many luxury hotels, without necessarily a direct or indirect connection or relation to the Covid-19 pandemic – in most cases to save money! And it is not like luxury hotels have decreased their rates for offering lower service standards or reduced offerings.
In many countries staff would no longer come back to work and would switch to another industry. In some cases, the pandemic has taken a toll on staff that have been longest with a certain property, citing fatigue. Over 30-40% of staff are less enthusiastic, lacking energy and a positive vibe – more than ever, this is critical, especially considering that guest are seeking an experience that would make them forget about the pandemic period.
Matters which are completely justified for most hotels to implement:
- wearing of face covering medical masks, covering nose and mouth, in all public areas – elevators, lobby, hallways, corridors, shopping gallery (except in dining venues)
- lack of buffet type breakfast
- removal of paper based items in the accommodations
- removal of leather tables or covers and/or entirely leather furniture
- removal of plants even if glass enclosed (i.e ikebana)
- reduced opening times of F&B venues or limited access – in some countries, only those staying in a hotel could have access to the dining facilities of the hotel
- closure of an F&B dining venue in case for instance the hotel has two
- limited seating in dining venues but also in public space areas like swimming pools or lobbies
- social distancing
- reduced / limited access to Spas
- limited access to pools (including indoor and outdoors) but also private beaches
- safety kits in each room on arrival, containing masks and disinfectants , as well as 80% alcohol dipped tissues (replenished daily)
- purpose lid-covered bins for guests to discard safely of masks
- if mini-bar / honour bar items are reduced to non-alcoholic, entire selection should be included in the room rate
- closure of Club / Executive Lounges – guests would also drink and eat and would be tempted to spend too much time without wearing a mask
- 24hrs between check-in’s in the same accommodation
- minimum 40% fresh air intake – windows should be open while cleaning rooms (weather permitting)
Matters unjustified which some hotels implement:
- reduced / limited food & drinks menus, including in-room dining
- reduced working hours for in-room dining
- reduced working hours for Concierge or Reception / Front Office staff also performing Concierge services and tasks
- food prepared from pre-packed frozen ingredients – ”fast food” style (I have often come across partially frozen meats or vegetables)
- lack of a second housekeeping service, also known as the daily turndown (some hotels would ask you when checking in when you prefer to have the service, some do no longer offer this otherwise basic service at all, citing staffing shortages
- not changing bed sheets daily (once every other day) even if demanded, again because of staff shortage
- lack of fresh cut flowers
- symbolic welcome amenities or no welcome amenities at all – the days of a chilled champagne are long gone – you may get a mineral water and some chocolate (in many cases, supermarket brand, not made by the hotel); fruit baskets are even a more rare sight
- charging the same unjustified or better to say insane private airport transfer fees’; although this has become a necessity in pandemic and no longer a luxury – so that guests can travel safely instead of taking a random taxi or car sharing service (99% of hotel do not own their cars and use a third party company – which can be required to disinfect cars and even vaccinate drivers)
- lack of specialised staff such as Security or Concierge – in many countries staff would still be on furlough or in other countries in a state subsidised ‘reduced working hours’ scheme; some hotels no longer have any dedicated security staff – at most they would contract a security firm that would intervene ‘on request’)
- closure of Spas due to ”lack of demand” not because of pandemic measures imposed by authorities
- many hotels have seem to have scrapped their sustainability strategies – many hotels are back at using small plastic recipients for bathroom amenities which are rife in chemicals
- many still hotels ‘seal’ towels and bathrobes in plastic bags
- excessive use of plastic to seal / cover brochures, catalogues
- lack of transparency – guests should be informed at check-in about all shortages including limited menus or service or limited housekeeping
- lack of transparency – hotels are hesitant to confirm whether staff are vaccinated; in the case of several top luxury hotels I would encounter some Front Office / Guest Relations staff, otherwise double-masked, confirming ”of the record” they has refused to be vaccinated; in most of the countries I travelled, vaccination is not compulsory and an employer cannot oblige staff to get vaccinated, but an essential question remains, why would a Manager keep un-vaccinate in Front Office to deal directly with guests instead of back-office?
- limited TV channels selection and in many cases slow Wi-fi internet; for example, in Germany most luxury hotels are nowadays contracting with a provider which favours Sky channels, therefore, there is no CNN
Make sure you ask for compensations such as:
- upgrades
- value vouchers
- complimentary services such as a private one-way airport transfer
Oliver Petcu
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