Hotels want guests to feel at home — but some take it too far, based on a Hotels.com survey.
The survey results, published by Expedia in March, showed that probably the most frowned upon behavior was walking around barefoot, with 94% of respondents deeming it inappropriate.
A detailed second is wearing hotel robes within the lobby (92%), followed by public displays of affection within the pool (86%), based on the survey.
Some hotels take care of these behaviors by providing subtle cues as a substitute of a heavy-handed approach.
“I imagine customers will follow the lead if you happen to and your staff are being respectful [and] discreet,” said Reem Arbid, co-founder of The Blue Door Kitchen & Inn.
Guests who speak loudly on their phones is one other common issue, she said. Staff can politely ask guests to take the decision elsewhere, she said, but “the response shouldn’t be all the time positive.”
Gently signaling hotel protocols can encourage guests to be more mindful, she said, citing the instance of staff speaking in quieter voices.
A subtle approach may also work with other types of inappropriate behavior, comparable to wearing unsuitable attire, which may turn off other guests.
“At a high-end retreat, showing up in pajamas or barefoot around shared spaces can come across as disrespectful,” said Ariel Barrionuevo, managing director of La Coralina Island House in Panama.
To handle those issues, some hotels provide etiquette guidelines in pre-arrival emails or in the course of the check-in process.
Nonetheless to some, going barefoot is more about safety than decorum, said Aidan O’Sullivan, general manager of Kilkea Castle, a resort and golf club in Ireland.
Shirts and shoes are required in all on-property restaurants, and the hotel encourages guests to be clothed while in public parts of the castle. Though some will not be dressed accordingly after a swim or spa visit, “it shouldn’t be the norm,” he said.
Nevertheless, the hotel’s 18-hole golf course still enforces stricter dress codes on the greens, and prohibits non-collared shirts and tracksuits, O’Sullivan said.
More pressing issues
Others within the industry, nonetheless, say they’re taking a more modern approach to luxury standards.
“Whether it’s PJs at breakfast, pups in beds, or kids having fun with the pool — we welcome all of it,” said Sam Jagger, managing director of The Maybourne Beverly Hills.
The hotel as a substitute prioritizes “respect for the security and privacy of fellow guests and our team,” he said.
Mary D’Argenis-Fernandez, founding father of hospitality training company MDA Hospitality Solutions, said strict dress codes aren’t as common as they was. To her, poor behavior — comparable to public outbursts geared toward staff members or other guests — is an even bigger problem, she said.
“It’s these situations, which are sometimes uncalled for, which are more concerning to those that work within the industry,” she said, noting that team members are trained to de-escalate such situations by moving the commotion to a non-public area.
When disruptive behavior occurs in luxury properties, staff may very well be labeled the “fun police” simply for doing their job, said Cassandra Wheeler, who was a guest service supervisor at a Hilton hotel.
“We’d just laugh, smile, and tell them to have an excellent day,” she said. “Stressed conference attendees and native weekenders sometimes treated us like personal servants.”
One other problem highlighted within the survey are guests who hog pool chairs. Some 60% of respondents say they disapprove of travelers who do that, causing some hotels to nip this behavior within the bud.
Marriott’s Maui Ocean Club – Lahaina & Napili Towers only allows guests to order one additional chair, based on Expedia’s press release on the survey. And St. George Beach Hotel & Spa Resort in Cyprus simply allocates sunbeds to guests upon arrival, it added.
