Working in hotels requires exceptional patience, especially when guests unknowingly (or sometimes knowingly) create extra challenges for staff. From housekeeping carts becoming shopping centers to last-minute special request shuffles, these common guest behaviors make hotel workers’ jobs unnecessarily complicated.
Making fraudulent complaints for freebies
Hotel staff report an increasing trend of guests manufacturing incidents or exaggerating minor inconveniences to receive compensation. Whether it’s claiming to find an imaginary bug or insisting the room wasn’t properly cleaned, these fabricated complaints create unnecessary stress for staff and impact hotel operations.
These schemes often backfire, as many hotels now maintain detailed records of serial complainers and share information about problematic guests within their networks. Modern hotel management systems can flag patterns of suspicious behavior across multiple properties.
Treating housekeeping carts as free shopping
Taking items directly from housekeeping carts disrupts inventory management and creates extra work for staff. When guests help themselves to towels, toiletries, or other supplies without asking, housekeepers must spend valuable time restocking and may not have enough items for other rooms.
The proper procedure is to contact the front desk for additional items. This ensures proper tracking of inventory and helps maintain efficient service for all guests.
Smoking in rooms and attempting cover-ups
Despite clear no-smoking policies, some guests still smoke in rooms and try to mask the evidence. Common cover-up attempts include spraying excessive air freshener, opening windows, or running hot showers. However, these tactics rarely fool hotel staff and result in substantial cleaning fees.
Hotels typically charge between $200-500 for smoking violations, as deep cleaning is required to remove odors from curtains, carpets, and upholstery. Some properties even use specialized detection devices to confirm smoking incidents.
Becoming a moving target with special requests
Last-minute changes to elaborate special requests create significant operational challenges. When guests request specific room configurations, welcome amenities, or dining arrangements, multiple departments must coordinate their efforts. Switching hotels after these arrangements are made wastes staff time and resources.
Consider that each special request typically involves 5-6 different hotel employees. When guests change plans without notice, it disrupts carefully orchestrated preparations and affects service quality for other guests.
Demanding early check-in without notice
Arriving hours before check-in time and expecting immediate room access creates complications for housekeeping schedules. While hotels try to accommodate early arrivals when possible, guaranteed early check-in requires advance arrangement and may incur additional charges.
Room preparation requires thorough cleaning and inspection, which follows a carefully planned schedule. Unexpected early check-ins can disrupt this system and impact service quality for other guests.
Mishandling housekeeping tips
Many guests unknowingly diminish their housekeeping tips’ effectiveness through poor timing or placement. Waiting until checkout to leave a single tip means different staff members who serviced the room during the stay receive nothing. Similarly, hiding tips in unusual places risks them being overlooked.
The most effective approach is leaving daily tips in clearly visible locations, typically on the pillow or desk, with a note indicating it’s a tip. This ensures fair compensation for all housekeeping staff who maintain the room.
Expecting staff to be personal assistants
Some guests mistakenly believe hotel staff are available for tasks well outside their job descriptions, such as running personal errands or providing childcare. These requests put employees in awkward positions and distract from their actual responsibilities.
Hotel staff aim to provide excellent service within appropriate professional boundaries. Understanding these limitations helps maintain efficient operations and ensures better experiences for all guests.
Next time you check into a hotel, remember these insights from dedicated hospitality professionals. Small adjustments to guest behavior can significantly improve the experience for everyone while helping staff maintain the high standards of service they strive to deliver.
