So much for the hospitality: Travelers are sharing irritating hotel issues as post-COVID complaints spiral out of control

By James On Jul 13, 2023

Hotel chains in the United States have been accused of maintaining staffing levels and amenities in the pandemic era while their prices have soared to post-COVID highs.

Frustrated travelers vent online about poor service, limited facilities and poor communication.

Meanwhile, prices have risen: room rates in the top 25 US markets increased 9.3 percent from May 2022 to May 2023according to catering analysis bureau STR.

Price increases were even sharper in cities such as New York, Washington, DC, Atlanta, Vegas and San Francisco, where there have been double-digit increases.

Readers of The Wall Street Journal have complained intensely, said travel columnist Dawn Gilbertson.

She summarized some of their main complaints.

Hotel chains have been accused of offering shoddy services and charging exorbitant rates

SHOP ROOMS

Repairs and upgrades that have been shelved during the pandemic have sometimes been halted altogether, WSJ readers lamented.

A reader said that he and his business travel colleagues are having a competition to see who has a working ice machine on the hotel floor. The winner buys drinks for the group.

Maintenance complaints are up 3 percent, according to the latest JD Power North America Hotel Guest Satisfaction Index.

Issues included issues with air conditioning, room maintenance, and shower drainage.

This year’s survey polled more than 34,000 hotel guests for stays between May 2021 and May 2022.

A Hilton Hotel guest tweeted on Wednesday: “@hilton @HiltonHHonors who is in your Hilton Tapestry in Knoxville, Tn. When did you guys remove the ice buckets for the rooms? Called to ask for a bucket, was told to come down and get ice? As a Diamond member, this is unacceptable. Please help me understand?”

A Wyndham hotel customer in Virginia said they complained for three days about a faulty television and no hot water at his previous hotel.

“@WyndhamHotels my room in South Boston VA does not have a working TV. Told reception this morning and nothing was done. Spent 3 days without TV. Checkout tomorrow. Last hotel had no hot water, now no TV. Come on…’

SHORT OF STAFF

Bharat Patel, a hotel owner and president of the Asian American Hotel Owners Association trade group, told the newspaper that the biggest challenge right now was finding enough staff.

He said he could fix other issues easily, but staffing was a big hurdle.

“I can handle almost any supply problem,” he says. “When we run out of eggs, double bacon. Everyone wants protein.’

A STR report this month found that hotel profit margins are growing because of higher room rates and lower operating costs “due to reduced service levels, lower employment levels and changes in business practices.”

Chekitan Dev, a professor at Cornell University’s Nolan School of Hotel Administration, told the newspaper that the hotels have “service delusion” — believing they can get away with fewer front desk staff today because it worked during the pandemic, when travelers interacted less. wild ones.

Hotel workers are on strike for a Sheraton hotel at the LAX airport on Tuesday

“@Hyatt I picked up some trash in the hallway because apparently housekeeping is no longer a 3-star facility and I was tired of stepping over it,” one angry guest tweeted.

Another complained: @HolidayInn @Expedia so trying to check in at HI Express in Rochester and no rooms available yet as there is only one cleaner for the whole hotel.

“I can’t say when I’ll get a room or have it canceled.”

BAD COMMUNICATION

Staff shortages were often felt on customer service helplines.

“I have contacted @WyndhamHotels customer service three times with no response. Is this company a joke now?’ tweeted a guest on Wednesday.

Another angry guest complained about Holiday Inn on Wednesday: “Still not resolved. They won’t even call back or acknowledge their mistake! Customer service is the worst. @Holiday Inn.’

A third said, ‘@Hilton, what’s happened to your customer service lately? Have been to two hotels in the past two nights and have never been so disappointed. It’s pretty embarrassing to have a Diamond status with you right now.”

Guests often complained that they couldn’t get anyone to answer their calls

NAGGING SIGNS – INCLUDED PLEASE GO EASY AT THE BUFFET

Gilbertson, the columnist, described how she stayed at a Home2 Suites by Hilton hotel in Orlando, Florida and found that the pool was not in use for a day, the shampoo dispenser in the shower was empty, and a sign on the breakfast buffet was discouraged overeating because of supply problems.

A disgruntled Hilton customer in Colorado concurred, tweeting Tuesday, “Just left Hilton Fort Collins and I was very disappointed in my stay here. exorbitant price for less than pleasant amenities.

‘The room was dirty. hair and dust everywhere. ice machine broken on our floor. no free breakfast. no free parking. even the hot tub was broken.’