We reported back in May (read more here) about changes that Hilton had made on its website regarding “CleanStay” policies that had turned dirty, making housekeeping available only by request, and opting in guests automatically declining all the housekeeping services during their stay.
Hilton has now clarified that the new “CleanStay” that you could rebrand “DirtyStay” has been rolled out in the Americas, Europe, Africa, and the Middle East as of July 5, 2021. Only luxury brands (Waldorf Astoria, Conrad & LXR) still provide housekeeping services in all the regions.
You can access Hilton’s “CleanStay” policies here.
READ MORE: Hilton Honors Rate & Bonus Points Offers
Update that Hilton has posted on its website:
CHANGES TO OUR HOUSEKEEPING SERVICES
For your comfort, we want your stay to be as undisturbed as possible. Guests are invited to tailor their housekeeping services to their comfort level. To schedule, simply call the front desk. Additional amenities such as linens and toiletries are available upon request, delivered in protective packaging and placed at the guest room door.
Of course, all guest rooms will be thoroughly cleaned and disinfected between guests.
Please note, all Waldorf Astoria, Conrad and LXR properties have daily housekeeping as well as all of our properties in Asia Pacific. However, control over your stay is up to you, guests at any of our 18 brands can tailor their housekeeping services to their comfort level by contacting the front desk.
Previously:
Housekeeping Upon Request.
Housekeeping is now available upon request. Please call the front desk if you’d like your room cleaned. If you want to skip room cleaning during your stay but need extra towels or amenities, the hotel can arrange that for you.
Conclusion
The Covid-19 pandemic is likely the best ever outcome for hotels and chains they ever could have dreamed of. As a result, they have been able to push through cuts in services and make them permanent, which would have been difficult, if not impossible, during normal times.
Hotel executives have claimed during the earnings calls that making these housekeeping cuts permanent will save a significant amount of money, leading to better long-term profitability.
The union representing many hotel employees in the United States estimates that moving away from daily housekeeping and making it by request only will lead to a 39% reduction in the number of employees needed.
It was not that long time ago when hotels gave you points or credits to skip housekeeping on certain days, and now suddenly you are opted in for declining it for the duration of your stay?
The real reason behind chains pushing their apps is eliminating most of the front desk staff too, and perhaps making the digital key eventually mandatory for select-service hotels.
When you eliminate lounges, breakfasts, and daily housekeeping, and soon front desks, what are the differentiators between hotels and other forms of lodging (Airbnb, etc.), and what is the worth of having a status or paying a premium to stay at a former full-service hotel that basically transformed to a select service one?
I understand that not everyone needs or wants daily housekeeping. That is fine. I do, however, have a problem when you automatically opt everybody in declining housekeeping rather than asking at the time of checking in.
Heck, they could make it just like home-make sure the toilet is unflushed (don’t want those nasty viral particles atomizing into the room!), maybe some unmatched socks here and there, tangled wire hangers.
“Honey, isn’t this special? just like home!”
Who’s home looks like that? LOL Probably everybodys.
All the more reason to stick to locally owned properties where you’re more likely to be treated like a guest.
At least with a branded hotel like Hilton or Marriott you get a known quality. With a no name, it might be great or a slum – the reviews and star levels are very deceptive.
It’s not difficult to request daily service. You can even do it while you’re setting up your booking by just typing it into the Comments box. I’ve never been told no. And I see nothing wrong with directing the limited resources towards the guests that actually want the service.
So sad that this is the new reality. Not too long ago we stayed at a Ritz Carlton and were told at check in that they only do housekeeping every other day or upon request. Checked in on Wednesday, had housekeeping on Friday but then wanted a fresh up again on Saturday since we were not leaving until Sunday night wanted fresh towels, and such. At first they said the policy was every other day, but when I told them we were not leaving until Sunday night and want a fresh up of the room, they agreed. I guess this is the new normal having to argue for service even at a Ritz Carlton.
Exactly. “Housekeeping upon request” doesn’t mean you push a button or make a call and they do your room that day. You have to specifically ask for the # of each towel type, a roll of TP, take your trash, etc. Not worth the headache.
“Additional amenities such as linens and toiletries are available upon request, delivered in protective packaging and placed at the guest room door.”
Sounds like you are even expected to make up the bed yourself.
Yes, you have to make your own bed. However, I have not had towels delivered in protective packaging they just brought them to us.
This is how I live in all hotels. I’m an exception. I just don’t like strangers in my room unless I’m there.
In our case we called in the morning when we were leaving our room. We were gone all afternoon so they had plenty of time to come in and freshen up: new towels, empty trash, make bed, etc. Which they did do and was great. Just not what you expect when staying at a Ritz Carlton to have them at first refuse to do service since we had it the day before. After I explained why we wanted service they agreed. Apparently, this is the new normal everywhere, even at high end hotels.
In our case we called in the morning when we were leaving our room. We were gone all afternoon so they had plenty of time to come in and freshen up: new towels, empty trash, make bed, etc. Which they did do and was great. Just not what you expect when staying at a Ritz Carlton to have them at first refuse to do service since we had it the day before. After I explained why we wanted service they agreed. Apparently, this is the new normal everywhere, even at high end hotels.
One hotel, pre-Covid, simply did not service my room. I was actually in all day. (Apparently they were not allowed to service my room if I was in, but actually I was quite prepared to go out for a walk if the housekeeping had turned up).
I let it go one day then called following day and asked for room to be cleaned. This was well pre-Covid. I was questioned minutely by the Duty Manager why did I need housekeeping, and what specifically did I need. Well, empty the trash, replace the toilet rolls, replace towels…. and yup even though my room rate includes housekeeping you don’t need to make the bed.
I was made to feel so bad about asking them to do what they should be doing anyway, I will never go back to that hotel again, and generally I avoid the chain.
All the more reason to distrust everything about the past 16 months. You get four walls and a bed and that’s it.
What exactly does,”distrust everything about the past 16 months”,mean? What are you referring to?
I think he means so much for their so called, “Cleaning and Sanitizing” between guests. They might not be cleaning as well as they claim.
In NYC and Miami, you also get bed bugs!
What are all those spots on the sheets?
Only at tRump Doral slum.
In NYC and Miami, you also get bed bugs!
What are all those spots on the sheets?
Digital checkin also reduces or eliminates free upgrades. I can tell you from firsthand experience as a Diamond member that the “system” NEVER upgrades you for free. The desk staff do when you ask politely
I have a stay coming up and I don’t arrive until very late. So, I’m selecting my room on the app so I can be at the end of the hallway in case I don’t get an upgrade when I arrive. Last time I arrived late they had no suites left. There was some kind of big event going on. I’ll ask for upgrade when I arrive. Hopefully they give me one since I’ll be there for 15 nights.
I have found upgrades more easily on shorter stays.
That’s what I’ve heard before. But, my two prior stays at the same hotel netted me an upgrade on a 10 night stay and nothing on a 2 night stay. So, I’m hoping for my upcoming 15 night stay to give me a suite. If not, I’m fine with the regular room, but it’s nice to have a larger room for two weeks.
Higher end hotels usually process upgrades during the overnight shift, while many leave it to the checking in. I do agree that chatting with the front desk usually helps.
Higher end hotels usually process upgrades during the overnight shift, while many leave it to the checking in. I do agree that chatting with the front desk usually helps.
Just what exactly is the point of staying in a “full service” hotel these days? Why not just check into a dive motel for a third of the price?
‘for your comfort we want you to stay undisturbed’.. oh fuck off, hilton.
I hate now these companies always try to paint something as being an improvement. I always put the do not disturb up and dont want the maid coming in anyway, but thats not the point.
I don’t find it that hard to click request room servicing on the app. I’d much rather do that than get the knock at the door asking if I want my room cleaned (somehow the DO NOT DISTURB sign is invisible.)
I remember weeks after that guy shot up all those people in Las Vegas, that some hotels I visited demanded that do houskeeping. I had a manager leave a note on my door demanding she come in my room to inspect it. Now nobody cares if they ever come in, which is wonderful to me.
The same goes for the “Food and Beverage Credit”. Hilton presented it as something that their customers asked. Perhaps some have asked for it but it should not be the default. It should be made an option for those who want it.
Stayed in a Hilton property this week and despite all advance communication regarding the housekeeping available upon request being a daily available service, it was not, and when requested at the midpoint of a 6 day stay, I was told it was only truly available to guests staying a minimum of 7 nights. So that was almost as fun as taking the gnarly pile of cheap wet used bath towels down to the front desk in exchange for a new set because things just don’t dry overnight in Florida humidity. At nearly $800 a night, that really set my teeth on edge. I book hotels for these little luxuries because as a mom, I’d really just like a small break from them when traveling. I’ll be at an Airbnb going forward if I have to do these things myself. The Hilton status points chase has lost its appeal to me if these amenities are permanently suspended in their mid tier properties. It’s a sad decline in the hospitality industry.
Unbelievable. The very reason I stay at hotels is housekeeping.
I will actively avoid booking Hilton properties when I was working towards my next status tier. Part of the reason for staying in a hotel is having my room made up and breakfast included.
I personally don’t mind the ‘maid service by request’ because I don’t like people in my room and, quite frankly, changing sheets and towels out daily is a ridiculous waste of water and energy. HOWEVER, removing the housekeeping, the breakfast buffet, the free upgrades AND the front desk staff then raising the number of points required to stay for these lesser services will eventually backfire as people realize the lower brands are now exactly the same for less money. Seems similar to the ever shrinking cereal box…eventually everyone changes brands at the point where they realize they’re being ripped off. It’s ten times more expensive to get a new customer than to keep an old one so I wish them luck with this terrible strategy.
The occupant of my assigned room at Hilton Atlanta airport must have declined housekeeping, because this is the condition in which I found the sink.
Disgraceful.
https://uploads.disquscdn.com/images/5bc182da9107cbca3925443a40a1915dcd7712c07b2f4768020bd2e9f6d70a31.jpg
No worries…
Too big to be virus!
And can’t get through your mask!
LOL preview of other pics in your album. Thanks for sharing :D.