So I just discovered this Insider's Link on the Marriott website. This is pretty cool website and kudos to Marriott to coming up with this idea and making a good user interface.
So I thought I should give you all a feedback on the hotel I am currently staying in London.
London Marriott Maida Vale . I am here for business and staying in this hotel for 55 nights. In terms of location, a very good location as it is very close to tube station and fairly quiet area. Very close to attractions like Lord Stadium and Regent Park.
But on the otherhand, a bit of dissappointment with hotel service. I really don't care who reads my post, and if someone from this hotel reads it then much better.
I must say, the worst housekeeping I have ever experinced in a Marriott is this one.
I have given this feedback to the Guest Services and to the front desk and it is just beyond me why it is still so bad? Maybe they all know that I am here for long time and itis more of my second home and they are trying to give me homely feeling :)
1. Rooms are hardly vaccumed. To test my theory I left some plastic clips around my bed and those clips has been there for last 1 week :)
2. I have fruits in my room which give there life away sittin there and they are never replaced.
3. Laundry bags are never replaced. I have asked couple of times butnever got replaced.
4. So I fail to understand that if executive lounge is on top floor why is that shoe shining machine is on 4th floor :) if they want they can put one on 7th floor as well. Or rather why not on each and every floor?
Thanks for posting and being candid. I have no clue as to what might contribute to what you describe, but have a few tips and suggestions to consider.
Since you are a long term stay, speaking directly to the senior manager of Housekeeping may be more effective than reporting conditions to the Front Desk or Guest Services. The direct approach ensures that the Housekeeping department takes ownership for delivering the services and room conditions that will make your long term stay enjoyable and carefree. If conditions persist, escalating may be the only course.
Another effective approach is positive reinforcement - complimenting service delivered the way you want it. So if the towels, toiletries and bed linens are right, letting them know will be appreciated and that will get you the extra special service to feel like royalty.
Some properties have housekeeping teams. One housekeeper will take care of the bathroom, another the bed, and a houseman may do the vacuuming, trash and heavy lifting. This may be done concurrently or in a sequence with lag time. A supervisor may come around to spotcheck - particularly floors assigned where Guest Satisfaction Scores or guest feedback indicates potential issues. Keep in mind that hanging the 'Do not disturb' tag on your door will cause housekeeping to skip over your room. Marriott associates are trained not to enter or knock if that tag is displayed.
One last thought. As the late Senator Ted Kennedy observed, "Housekeeping is back-breaking work". During the eulogy, his youngest son recalled how his dad would leave a small gratuity. It can be cash, but food works especially well. My wife and I like to travel and the longer stays are rarely over 10 days or 2 weeks. In that time, we have met several housekeepers and learned of likes or dislikes. Once my wife baked a pasta dish for the entire housekeeping staff to enjoy for lunch, on another trip we found the biggest watermelon and gave it to the supervisor to share with her staff. And on other trips we'll get a dozen bagels or donuts. If uncertain, speak with the supervisor. He/she will let you know what the associates will appreciate.
I would also recommend that you contact the Housekeeping Manager at any hotel that fails to meet the standards that you expect and deserve. You mentioned that you are there long term, but that's no excuse for ineffient housekeeping practices.
Here's something you might try: I have had the Housekeeping Manager and my housekeeper du jour in for a "dry run" in my room or suite after seeing the state of cleanliness is lacking.
In a nice way, I suggest that the Manager and the Housekeeper go over the ways in which the room is freshened and while they are doing this, ask them what the load is for each housekeeper. Sadly, with this economy I find that housekeepers tend to have more rooms to clean that before, which of course leads to less time (and care) per room cleaned.
You will be the person remembered by that manager and the housekeeper as well. That being said, the dirty room is a rare exception in the Marriott chains. I'd also recommnend (in TJC's post he mentions this) you attempt to connect with your housekeeper gently reminding them of the need to have the room clean and tidy, and perhaps sweetneing the deal with candies or some other emolument.
Yes it's a hard job but a job nonetheless, We pay for and deserve a clean room at every property. Making sure that happens unfortunately requires input from us, the traveler, since it may not happen without our input.
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