This Whine Wednesday, I’d like to focus on a extreme visitor service and security hole that many properties nonetheless haven’t discovered an answer for, which is housekeeping workers getting into visitor rooms unauthorized and unannounced.
I stayed on the Hyatt JDV property “Tommie Hollywood” in Los Angeles final weekend and except for many different points this property has, housekeeping entered my room at 9:40 am with out knocking on the door.
It will have truly been nice had the lodge offered a Do Not Disturb signal, however even that was clearly an excessive amount of effort, so apparently, housekeeping feels emboldened to only barge into guestrooms with out even bothering to knock on the door.
This presents issues on a number of fronts. For one, the obvious: Privateness! A lodge room is an individual’s momentary dwelling, and there must be a full expectation of privateness. In any case, you sleep, bathe, change and stay within the room.
Secondly, it’s about safety. Visitors hold beneficial objects within the room be it financial or private worth connected to the property. Coming into the guestroom with none announcement isn’t precisely a protected setting for a visitor’s private security both. It’s truly loopy that this may occur.
Within the very least a housekeeper ought to contact the entrance desk if they think a visitor might need checked out and confirm, not disturb the visitor or – worse – merely stroll into the room.
It’s a typical protocol that any one of many lodge workers who enters the room has to knock on the door and announce who it’s. Giant chains like Hyatt even situation these directions of their coaching and model commonplace handbook. Apparently, the JDV Tommie Hollywood hasn’t gotten the memo but.
Not that this surprises me, the lodge nonetheless doesn’t serve breakfast at a restaurant and as an alternative palms company a paper bag downstairs on the foyer cafeteria, one thing they stated two years in the past would solely be a Covid measure.
How does the lodge take care of such high quality points on the property?
Properly for one, they don’t have a senior supervisor round to resolve issues which is already the primary pink flag. However even when that was the case, the fish all the time stinks from the top, and within the case of this lodge, it’s fairly apparent that administration doesn’t care both.
I left there Sunday morning and requested that somebody will get in contact with me both that very same day or the subsequent morning. Nothing occurred. However I did get an electronic mail from the lodge containing a invoice with parking costs that ought to have been waived for Globalist members.
The keep was additionally posted as non-qualifying to my account regardless of having used a World of Hyatt award night time, requiring me to name Hyatt both approach after which ripping them aside with a supervisor there, opening a file.
Then yesterday night I get a voicemail from the cluster entrance workplace supervisor on the Thompson and Tommie Hollywood, Marianne, leaving me the final lodge telephone quantity to name her again. Go away it apart for a second that it took over 10 minutes of getting her on the telephone as she “didn’t have a direct quantity or extension”, the way in which she misrepresented and downplayed what occurred clearly confirmed an entire disregard for the scenario and the way unhealthy the operations at this lodge advanced actually are. Stunning!
I ended the telephone name with none decision, it typically is greatest to only stroll away while you already really feel that whoever is positioned in cost there’s simply searching for excuses slightly than attempting to enhance and discover options.
Conclusion
It’s an actual drawback to get correct hospitality workers today and that not solely displays in service but in addition in administration. North America is particularly affected by this.
That being stated, service at different Los Angeles inns such because the Andaz, Intercontinental or Kimpton is normally high-quality however this property hasn’t gotten its act collectively since opening and with out clear tips even for housekeeping on how one can conduct enterprise, it doesn’t paint a really promising image both.
To stop housekeeping from getting into unauthorized all the time lock the doorways manually the place potential and if there isn’t a DND signal name the entrance desk to request one. I did not do both so I assume I’m a minimum of partly guilty to forestall the lodge’s incompetence from taking part in out the way in which it did.