Hotels Make Cutbacks, Hope You Won't Notice

by Deidre Woollard (RSS feed)
Jan 23rd 2009 at 11:02AM

Many hotels have cut their rates to deal with the lower occupancy levels but they are also making other less welcome cuts. The Wall Street Journal's Sarah Nassauer reports on changes hotels are making to save money. The Courtyard and other Marriott chains have stopped putting hand lotion in their rooms. Wyndham Hotels and Resorts are leaving guest fewer towels and at the Ritz-Carlton the hotel's signature exuberant displays of fresh cut floral arrangements have been swapped out for potted plants and other more durable decorative items. Also at the Ritz-Carlton, the hours at restaurants, spas and retail shops are being reduced so that they can cut back on staff and on operating costs.

The changes are often subtle, a few less options at breakfast, less free cookies or snacks or a smaller selection of toiletries. In many cases you might not even notice unless you are a regular customer of a certain chain. Hotels are hoping that most of the changes will slip by undetected for most guests and will try to accommodate those who might be missing the free coffee in the lobby or that sewing kit in the room. For the luxury hotels the challenge is to maintain the same sense of careful attention and sumptuousness that customers pay for without continuing to erode the bottom line.

Tags: hotels, recession, ritz-carlton