To ask for the room to be turned down?

[holibobs3]

Currently on a uk holiday with DH and young DC. Staying in a 4* well known chain hotel. We are here for 5 nights total. Obviously it's common now to be told that your room will not be made up daily as it used to be in the past and I completely understand that is to do with environmental issues re towels, they did say that if we would like the rooms to be done then we just need to ask. However I do like the beds to be made etc when staying away from home. We are currently on day 4, so far I've asked twice if the room can be done. I said that I don't actually want the towels changed as we hadn't used them all anyway but I would like the beds to be done, we've run out of toilet roll, run out of clean mugs and would it be possible to have a couple more sachets of coffee.
The first time I asked it just wasn't don't at all. The second time I asked I came back to the room and new towels had been put in the room (which I specifically had said we didn't need) but none of the other stuff had been done.

We've saved really hard for this little holiday as we can't afford to go abroad at the moment, not that it's relevant but we are paying over £100 a night and that's just for accommodation not including parking or breakfast, so are we really being that unreasonable to request new toilet rolls, mugs etc?

I would be escalating this OP but I would not deal with him. Is the actual manager or supervisor.

I would be all over twitter with this using the Radisdon name.

Lastly thanks for posting this as I will be asking this every time I go to a hotel now. It's normal to expect rooms to be made up and cleaned daily. On a cruise this happens twice a day - yes with turn down in the evening.

Consumers really need to push back in the drop in standards and customer service since covid, it's not acceptable.

Wow OP..
honestly.. this would make me rage. They can stuff their refund you know where if it was accompanied by lies and that attitudes that’s simply not good enough.
it seems you spent around £650 for this stay… not acceptable.

Take this down on social media (Twitter ideally) and email and call head office.
He lied to your face.

I’ve stayed in many hotels and even post Covid, am not aware that ‘Obviously it's common now to be told that your room will not be made up daily as it used to be in the past.’
Usually there is a note saying if you wish towels to be changed please place over the bath but not for room to be left.

I think the twitter idea is excellent.

The lying to my face is because he couldn't give a damn about you, your stay, or his job.

Honestly I really would be kicking up a hell of a stink with head office.

Clearly there is no management in that branch of the hotel.

Where is it?

I sure as hell wouldn't be protecting their name.

It's normal to expect rooms to be made up and cleaned daily. On a cruise this happens twice a day - yes with turn down in the evening

Strange you should mention that, cosmiccosmos because I'm off on one on Saturday, only this time using P&O which I've not tried before

Interestingly they too still advertise the turn-downs on their site, but recent reviews suggest it's no longer done - so once again I've printed out the ad and will see what happens

I'm definitely not protecting their name, I know it's a bit silly but I feel a bit vulnerable making it too public where we are staying whilst we are still here. As soon as we check out I will be making a formal complaint to their head office and will also complain on twitter.

I can’t speak for the UK but here in the US it is now very common to only get your room cleaned every few days.

I stay in a lot of hotels and DH works for a company that operates hotels. Many chains now only offer reduced housekeeping. I’m currently in a Hilton in Chicago and when I checked in they asked if I wanted my room cleaned, and if so which days.

Here is the Radisson US policy.
https://www.radissonhotelsamericas.com/en-us/housekeeping
”Our updated hotel experience provides housekeeping services every third day or upon request, whichever comes first.”

Hilton
https://www.hilton.com/en/p/what-to-expect/
“In the Americas, most properties have implemented a flexible housekeeping policy with daily services available upon request.”

OP I think you’ve had terrible service especially the manager lying to you like that. It’s one thing to not provide housekeeping every day but entirely another to not provide things like toilet paper that the guest has requested, and then to lie about cleaning. You should escalate this to Radisson head office.

updated hotel experience

such an improvement

I know it's a bit silly but I feel a bit vulnerable making it too public where we are staying whilst we are still here. As soon as we check out I will be making a formal complaint to their head office and will also complain on twitter

Actually I don't think you're silly at all, OP; considering the manager's attitude and dishonesty I can quite see you wouldn't want to put yourself at risk of whatever else he's capable of

I'd certainly be asking whether this was the type of staff they prefer to employ though. If it's some isolated incident it won't matter at all, but if there's a pattern you'd hope they'd want to make changes

I like beds being ready for night time, it makes it feel special. But £100 a night sadly isn’t that expensive, and gone are the days and staff numbers that could do this. The hotel industry doesn’t often pay well and doubt many people can afford to earn that sort of money, and those that do work there are probably overworked.

I’d love a holiday, but we simply cannot afford in UK or abroad.

Maybe ask again, but accept it may not happen.

What kind of radisson? Is it a budget version? I stay in radisson hotels mostly and they’ve always been incredible in terms of service and cleaning

call reception and ask for more toilet rolls and rubbish removal

@MzHz it's not a budget Radisson it's a normal one. I tried calling down and also going to reception and it was not done on numerous occasions. Luckily today the room has finally been serviced.

Oh absolutely understandable to post once you have left.

Glad to read you will complain.

The lying to your face is nearly the worst bit.

All of this stuff I would consider standard in a hotel.

Actually UV light does help to kill germs so I'm with that poster. And your body produces a LOT of moisture at night, even if you don't wake up feeling sweaty. I like to air the bed for a while. It can't be nice on the staff if they enter a room and the sheets are still warm. Although I'm sure they find worse problems with sheets.....

Sorry OP, £100 a night isn't the price of a turndown service. That's the sort of attention to detail I'd expect from £250+ a night.

@YukoandHiro as I explained earlier in my posts I got the terminology wrong. I didn't mean turndown service I meant that I would expect the beds to be made, dirty mugs/glasses changed and toilet roll topped up. I don't think that's too unreasonable for the price of the room.

I just think some hotel chains are better managed than others, regardless of price. I do think, however, that in certain parts of the country recruitment to the hospitality is an issue. The Lake District has experienced problems since Brexit and COVID. Many of the hotels used to have temporary European staff who had come over to learn English for a while and a job in hospitality used to suit. They knew it wasn't long term but still wanted to provide a good service and I guess be an ambassador for their country to some extent. I used to find them fantastic in their manner and attitude.

The problem is that now they have mostly gone, and there are not many local staff who can afford to live permanently on those wages because of the cost of living in those types of areas. Second home ownership pushing up housing costs doesn't help.

Same here.

Open all the windows first thing in the morning and throw the duvets back to air the bed.

Good bed hygiene.

I’ve worked in hotels 4-5*. Please believe me the mugs/ glasses are never changed. They are at best rinsed under the tap and dried with bc a used pillowcase. Next time you pass a housekeeping cart look for a supply of clean mugs/ glasses if you don’t believe me.

Read all the OPs posts!! 🤦‍♀️

Why on earth are you defending corporations that are inflating their profits by cheating their guests out of basic services for which the guests are paying their good, hard-earned money?

Agreed!
Sad state of affairs when people think that paying £100 a night means you shouldn’t expect to be able to wipe your arse.

I've tried to call the customer services number but they just keep telling me they can't do anything and I need to go back to the hotel and complain to the manager. They said they don't have a head office! Anybody got any suggestions of how I make a complaint? They don't seem to want to give me any info at all!

https://www.radissonhotels.com/en-us/contact-us here's the link for the contact Us online for feedback on your stay. If not take it to twitter and tag them. That's where I sort all my complaints