A New York hotel has raised eyebrows by abandoning its room services because of customers’ evolving needs. Indian regulars are averse to the idea, finds out KARAN BHARDWAJ
Imagine you walk into a five star hotel at 11pm after a harrowing flight of several hours.
You check into the room with a strong appetite for dinner. Browsing the telephone directory, which is usually placed at a table by your bed, you realise the code for room service is missing. You dial reception, and the fellow tells you there is no such service at the hotel. “Errr…! No room serviceIJ”
That’s possibly how guests of five star hotels will be reacting at New York’s prestigious ‘The Hilton Midtown’ in coming days, since it will be discontinuing room service from August. According to Hilton, the move reflects the changing ‘needs, wants and lifestyle' of customers. The initiative might prompt leading hotels worldwide to adopt same measures.
While Indian hoteliers and regional representatives of international hospitality players refused to comment on the issue of whether or not they will jump on the bandwagon with an excuse of maintaining ‘international standards’, the consumers of five star luxury services have rejected the idea.
Many Indian regulars are taken aback. Rupali Dean, 40, a freelance writer, told us that Indians are used to being pampered. And the idea of having no room service here is a nightmare.
A ban on room service. That's weird! Being a frequent traveller, I sometimes look forward to a nice hot cup of tea or meal–either breakfast, if I am in a mad rush, or dinner if I am too tired– in my room. Recently I stayed in a hotel in Chicago where there was no tea kettle in the room and one had to come to a designated area to pick up one's tea. I hated this. Changing my night gown to something decent just to fetch myself a cup of tea seemed like a bad idea,” she said.
“If Indian hotels implement this, it could affect sales. A guest in a hurry may eat breakfast outside the hotel over a meeting to save time. Or eat dinner outside. He might even buy something to eat or drink in his room later, to save the stress of leaving his room when he wants to relax,” she added.
Designer Nida Mahmood calls it insane and a forced diktat. “I go for holidays and always order food in my room. I may have to spend time with my family, relaxing and munching on bed. How could a hotel force me to come out if I am hungryIJ” she objected. Mahmood had a bitter experience at Neemrana where the place had no room service. “I was enjoying the heritage part of it. But I cannot imagine the same at a five star hotel. I am paying price for it. There’s why it’s starred.”
Agreeing with Mahmood, Delhi-based independent journalist Neeta lal pointed out that it is mandatory for a luxurious hotel to provide services. “I think they are trying to optimise costs. Room service is infrequently used but costs too much for a hotel.
“They have to have regular staff for it all the time. I think they are putting their staff to multi-tasking. It is an expensive service, but you are cheating the customers, she said.
“I would never go to any hotel without room service. It sounds amusing! Indians will never accept it because they are particular about every penny spent. There’s going to be huge hue and cry if this stupid trend comes here,” she asserted. “I don't think banning room service is a solution. A traveller looks for a hotel with good service and to relax. Banning room service is like extra botheration,” said Gitika Malhotra, a marketing executive who travels almost 15 days a month. Beauty expert Blossoom Kocchar quipped whether there would be any luxury left in a pricy hotel sans the room services. "Sometimes, we arrive there late night with jet-lag. Would you expect me to go down to their lobby pick up a sandwich or anything that momentIJ Expecting an impressive service at the door is natural. I am totally against the idea and would advise Indian hotels not to follow their western counterparts. Indian sensibilities are different and we love to be pampered,” she said.
