Does service quality depend on the number of stars, why do housekeepers not clean, and how to improve the room: answers from experts

Hotel guests often underestimate the effort required to ensure their comfort during their stay and may fall prey to myths that undervalue the efforts of the staff. Comments from visitors frequently include complaints about room cleanliness or suggestions for room upgrades, but not all of this feedback reflects reality.

The Washington Post interviewed experts in the hotel industry to dispel common myths and shed light on the work of hotel staff.

Is it true that housekeepers avoid cleaning because they are lazy?

According to Giancarlo Gheta, the commercial director of two Hilton hotels in Tulum, Mexico, it is not advantageous for housekeepers to skip room service because it would result in increased workload on subsequent days.

Housekeeping staff may forego daily cleaning due to environmental considerations, staffing shortages, or prolonged pandemic protocols, but laziness is seldom the reason for their reluctance to fulfill their duties diligently.

Is it possible to get a room upgrade just by talking to the staff?

In part, conversing with hotel staff can indeed assist guests in securing a better room if they encounter issues with their current accommodation. Judson Corry, Assistant Director of Guest Services and Concierge Services at the Waldorf Astoria Chicago, outlined the circumstances.

Occasionally, employees are directed to consider loyalty program memberships or bookings made through the hotel's corporate partners, but often staff may simply make an effort to accommodate guests, especially if they are celebrating a honeymoon or anniversary. A friendly demeanor and personal interaction may sometimes result in an upgraded room at no extra cost, but this is largely an exception rather than the norm.

Does the quality of service depend on the number of stars?

Konrad Waliszewski, CEO of the hotel booking platform, debunked this myth. The star rating on certificates does not consistently indicate quality, as the certification process relies on "a confusing and inconsistent checklist that varies from country to country."

Small boutique hotels with three stars can often be cozier and more friendly than well-known chains. It all depends on the country, owners, and staff, so before checking in, it's best to read reviews from customers who have recently stayed at the hotel and view recent photos.