Lifestyle

Want daily housekeeping at the Marriott? pay more



The debate about daily housekeeping at Marriott International has subsided.

If you want that layer of dust removed on a daily basis, you’re better off planning to stay at the company’s best brands, like St. Regis and Ritz-Carlton.

Temporarily suspend daily housekeeping service at many hotels is arguably the most notable customer service shift in the early months of the pandemic. While room rates and demand levels rebound, daily housekeeping remains in purgatory, depending on the hotel company you plan to entrust your business to.

The company’s CEO Anthony Capuano said in an investor call Tuesday, Marriott has settled on a tiered system based on hotel type.

“As we make these operational protocol decisions, we are guided by both the growing expectations of our guests and the economic realities of our owners and franchisees. [and] consider most of those sets of expectations and needs,” he said.

The company’s luxury portfolio — JW Marriott, Ritz-Carlton, W Hotels, The Luxury Collection, St. Regis, Edition and Bulgari — back to pre-pandemic daily housekeeping.

Guest rooms on Marriott’s more upscale hotel floors — a broader set of brands including the eponymous chain as well as Sheraton, Westin, Renaissance, Le Meridien, Autograph Collection, Delta Hotels, Gaylord Hotels, Marriott Executive Apartments, the Tribute Portfolio and Design Hotels — get what Capuano calls “a tidy everyday”.

What do you require daily cleaning? While not cleaning the entire room, the housekeepers still came to make the beds, change towels, and take out the trash.

Guest rooms at select Marriott properties — brands such as Courtyard, Residence Inn, Fairfield, SpringHill Suites, Four Points by Sheraton, TownePlace Suites, Aloft, AC Hotels, Protea Hotels, Element, and Moxy — are available. cleaning the day of the guest’s stay.

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“We hear from our guests that: ‘If you give us the option — which we do during both the booking and check-in process — and if you give us give us something we can consistently trust, then you’ll meet our needs,'” Capuano said. “This approach captures a lot of the economics we have created during the pandemic for our owners and franchisees.”

While each major hotel company has a model similar to that of Marriott, where luxury hotel brands maintain daily housekeeping, they differ in their approach to affordable services. more affordable.

Hilton Hotel opt-in method initially attracted the most outrage, as it was seen as canceling daily housekeeping altogether – something the company and CEO Christopher Nassetta have repeatedly denied.

IHG Hotels & Resorts, owner of brands from Six Senses and InterContinental to Holiday Inn and Crowne Plaza, offers a “daily refresh” model similar to Marriott’s cleaning approach at many budget brands. .

Guests accept — even like — this new normal

Like with any hot button issue, hygiene debate be one with both sides. Even Nassetta points out that his house is a divided house: He likes to clean the house every day while his wife doesn’t.

The results of Marriott’s customer satisfaction survey showed no objection because the rooms at TownePlace Suites were not fully cleaned every day of their stay.

Instead, the survey showed improvement across Marriott’s entire brand portfolio for the 10th straight month in December, and overall guest satisfaction was in line with 2019 levels, chief financial officer of Marriott Leeny Oberg said on an investor call.

Money talks, and it also shows a company is growing its customer base. Marriott reported a profit of $673 million for the last three months of 2022 and nearly $2.4 billion in profit for the full year.

The company’s Marriott Bonvoy loyalty program now has more than 177 million members, and Marriott’s co-branded credit card network expanded to nine countries late last year, with a launch in Saudi Arabia last year. November.

Capuano again points out that, since most hotel bookings happen within three weeks of check-in, it’s hard to say with certainty how the rest of the year will play out. But there doesn’t seem to be any sign of slowing down ahead.

“Housing is a cyclical business and it is not immune to a downturn in the macroeconomic environment,” he said. “However, we do not see any signs of weakening demand today.”

rate of increase

Marriott’s leadership, like the new Hilton hotel last week, which points to a number of areas where hotel prices continue to soar. Bargaining is a thing of yesteryear.

Even if China hasn’t fully reopened yet, Marriott has achieved a global hotel performance that is 5% higher than 2019 levels in the last three months of 2022. This is thanks to a global hotel ratio. Demand is 13% higher than pre-pandemic levels.

While this rate is 11% higher than 2019 levels in the United States and Canada, it is 48% higher in the Middle East and Africa and 23% higher in the Caribbean and Latin America.

“All regions except Mainland China have now recovered almost completely,” said Capuano. “Obviously people love to travel.”

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