Hotel chains across the United States are accused of maintaining pandemic-era staffing and amenities levels while ratcheting up prices to the highest levels since the COVID-19 crisis.
Frustrated travelers vent their anger online at poor service, limited facilities and poor communication.
Meanwhile, rates have soared, with room rates in the 25 largest U.S. markets up 9.3 percent from May 2022 to May 2023, according to hotel analytics firm STR.
In cities like New York, Washington, DC, Atlanta, Las Vegas, and San Francisco, price increases were even greater, where there were double-digit increases.
Wall Street Journal readers have complained heavily, said travel columnist Dawn Gilbertson.
She summarized some of her main complaints.
Hotel chains are accused of offering poor service and charging inflated prices
SHATTY ROOMS
Repairs and modernizations put on hold during the pandemic have sometimes been abandoned altogether, WSJ readers lamented.
One reader said he and his business travel colleagues are holding a competition to see who has a working ice machine on the hotel floor. The winner buys drinks for the group.
Complaints about maintenance are up 3 percent, according to the latest JD Power North America Hotel Guest Satisfaction Index.
Problems included problems with the air conditioning, room maintenance, and shower drain.
For this year’s survey, over 34,000 hotel guests were asked about stays between May 2021 and May 2022.
A guest at a Hilton hotel tweeted Wednesday, “@hilton @HiltonHHonors staying at your Hilton Tapestry in Knoxville, Tennessee.” When did you guys remove the ice buckets from the rooms? Called to ask for a bucket, was told I had to come down to get ice? As a Diamond member, this is unacceptable. Please help me understand?’
A customer at a Wyndham hotel in Virginia said he spent three days complaining about a broken TV and his previous hotel had no hot water.
“@WyndhamHotels My room in South Boston, VA does not have a working TV. I informed reception this morning that nothing was done. Spent 3 days without a TV. checkout tomorrow. In the last hotel there was no hot water, now no TV. Light up…’
staff shortage
Bharat Patel, hotel owner and chairman of the trade group Asian American Hotel Owners Association, told the newspaper that the biggest challenge right now is finding enough staff.
He said he could easily solve other problems, but recruiting was a significant hurdle.
“I can solve almost any supply problem,” he says. “If we run out of eggs, double the amount of bacon.” “Everyone wants protein.”
An STR report this month found that hotels’ profit margins are rising due to higher room rates and cheaper operating costs “through reduced services, fewer jobs and changes in operations.”
Chekitan Dev, a professor at Cornell University’s Nolan School of Hotel Administration, told the newspaper that hotels are suffering from a “service mania” — he believes they can now get by with fewer front desk staff because it worked during the pandemic, when travelers wanted fewer interactions.
Hotel workers went on strike Tuesday outside a Sheraton hotel at LAX airport
“@Hyatt I was picking up rubbish in the hallway because apparently housekeeping isn’t a 3 star amenity anymore and I was tired of stepping over it,” tweeted an angry guest.
Another complained: @HolidayInn @Expedia, I’ve been trying to check in at the HI Express in Rochester and there aren’t any rooms available yet as there is only one cleaner responsible for the entire hotel.
“I can’t say when I’ll get a room or if I can cancel.”
BAD COMMUNICATION
The shortage of staff was often felt on the customer service hotlines.
“I’ve contacted @WyndhamHotels customer service three times with no response. ‘Is this company a joke now?’ one guest tweeted on Wednesday.
Another disgruntled Holiday Inn guest complained on Wednesday: “Still no solution.” They won’t even call back or admit their mistake! Customer service is the worst. @HolidayInn.’
A third said: “@Hilton what has happened to your customer service lately?” I have stayed at two hotels in the last two nights and have never been so disappointed. “It’s pretty embarrassing to have Diamond status with you right now.”
Guests often complained that they couldn’t find anyone to take their calls
Nagging signs – including asking to go easy on the buffet
Gilbertson, the columnist, described staying at a Home2 Suites by Hilton hotel in Orlando, Florida, and noting that the pool had been out of action for a day, the shampoo dispenser in the shower was empty, and a sign at the breakfast buffet was on it advised against overeating due to supply problems.
A disgruntled Hilton customer in Colorado agreed, tweeting Tuesday, “I just left the Hilton Fort Collins and 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 jacuzzi was broken.’
Some hotel guests were told that they had to hold back at the hotel buffet due to supply shortages
Another complained about the Embassy Suites’ rising prices.
“The Embassy Suites used to be a great value,” he tweeted Wednesday.
‘Room+SR with sofa bed. Cocktail hour with free snacks and cheap alcohol. Breakfast buffet and a cold pool but a decent jacuzzi. Usually it was $150.
“Now it’s $275.” 2 basic cocktails. The rooms are run down, no soap…’
He concluded, “A high-end hotel offers better value for money.”