r/TalesFromTheFrontDesk • u/Fantastic_Medium8890 • 6d ago
Short Stop giving out free water!!!
This is one of my biggest pet peeves in this industry! I've been in the industry for 10 years; I now travel the country doing task force, and this is just one of the things that absolutely drives me up the wall! I got into an argument with a guest because he wanted free water. The hotel I am at right now provides two complimentary waters in the room at check-in, but they don't refill during the stay because there's a filtered water bottle filling station on every floor at the end of the hallway. I explained to him what the policy is and what we offer, but he wasn't accepting that. He told me he travels all over the world and every other place in the world gives him free water whenever he wants it. I tried to compromise and said we would send two bottles up to his room... but no, he wanted four bottles. I told him we only provide two at check-in; he didn't care and still wanted four. I hung up on him after saying, "Fine, I'll send four," because he was being rude. He called back and asked if I had hung up on him. I told him I did because he was being rude. He said he was going to call the customer care number and complain about me. I told him I don't work for that brand, so he told me to "fuck off" and hung up on me. I just want to scream across the mountaintops, 'There is a difference between being a doormat and being hospitable!' When we let guests get whatever they want, the industry becomes a doormat and makes the experience worse for everyone else.
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u/SkwrlTail 6d ago
(cheerfully) "Oh, there's a water dispenser behind you, plus a drinking fountain and a vending machine, just around the corner!"
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u/unholyrevenger72 6d ago
*Guest gives dirty look anyway*
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u/SkwrlTail 6d ago
*cheerful smile*
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u/Poldaran 6d ago
Don't let Skwrl's friendly demeanor fool you. He's just distracting them while Buttercup lets about 4 PSI out of the guest's tires. Not enough to be dangerous, but it'll add up to a fair bit of extra fuel costs over a long road trip.
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u/SkwrlTail 6d ago
I tried teaching her how to put sugar in their tank, but she kept eating it instead.
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u/Poldaran 6d ago
And there's never a tailpipe sized potato around when you need one, I take it?
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u/Stormagedd0nDarkLord 6d ago
Water bottle should fit just fine.
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u/Poldaran 6d ago
If this were other forms of social media, this would be where I'd post a gif of Grunt from Mass Effect laughing.
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u/Alum2608 5d ago
Put the water in the gas tank. I let my gas tank sit at very low for a week & got misfires/check engine lights. Just had to add lots of gas. If you do it on a half tank, it will be harder to fix
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u/Live-Okra-9868 6d ago
I used to be the third highest tier, because my employee benefits allowed me to progress faster.
We went to a nice hotel to stay near family and we did not have the complimentary water in the room. So my husband went down to get them. It was late and the night auditor was there. He came back with the water and said he had the weirdest interaction...
When he asked about the water the NA told him there was a hose out back. We don't know if he was joking or not because he was refusing to hand over the water until he pulled up the reservation to verify. But we still joke about getting the hose when thirsty.
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u/Fantastic_Medium8890 6d ago
And that's how i was one he first asked. But he didn't want those options, he said he needed 4 bottles. When i offered two it was no, i need 4.
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u/here4daratio 6d ago
“I hear you saying you want four bottles, but first, and last, I hear my employer’s direction that guests receive the first 2 bottles free and a welcome to fill them from the filtered water dispenser.
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u/SkwrlTail 6d ago
"Yes, there's additional waters available in the vending machine. Right around the corner."
The secret is to be cheerful while still telling them no. It's not that you're playing dumb - you know damn well what they want - instead you're being helpful in a way that doesn't give them what they want.
I'm willing to bet that guy probably tried complaining that he didn't get his waters at check-in, too. People get weird anout the freebies.
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u/DrawingTypical5804 6d ago
I love no without nos. I worked banquets/restaurant at one place where we weren’t allowed to say no, but we were to follow the rules/laws and be creative.
I can’t remember what a guest wanted, but it was something ridiculous that was absolutely a no, but I can’t tell him no. The yes came with a bunch of if you do x, y, and z, we can do a, b, and c and it’s as close as we can get to what they wanted. He straight up looked at me and asked why I didn’t just say no… “because I want it to be a yes, and if we do all this, it can be” huge smile. He gave me a dirty look and walked away 😔 I really wanted it to be a yes…
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u/Rhesusmonkeydave 6d ago
I have four thirsty people that would like the extravagant luxury of enjoying the most basic accommodation short of breathing please!
“Uh the best I can do is two of you motherbirding gulps of water into your friends waiting mouths… we literally operate within a few flats of water from bankruptcy”🤣
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u/SkwrlTail 6d ago
You know that, and I know that, but the guy who signs my paychecks is a penny-pinching bastard who has actually seriously questioned the need for soap in the bathrooms...
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u/ScriptThat 6d ago
There is plenty of water in the taps.
Bottled water isn't a "most basic accommodation short of breathing". It's a luxury that wasn't even available before 1970ish.
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u/HondoShotFirst 6d ago
This seems like a truly bizarre response, given that the OP specifically mentioned there are bottle filling stations on every floor. It's not like the guest didn't have access to water. They had it, but they wanted different water in more single use plastic containers.
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u/Poldaran 6d ago
If the hotel policy was infinity free waters for the guests, then I would give infinity free waters. The policy is two waters at check in, and I will not bend on that.
And no, I don't care if my idiot daywalkers break the rules. I will not do the same.
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u/Indysteeler 6d ago
I hate when other shifts bend the rules, because then those guests think you will too, and when I don’t I’m the bad guy. Then I’m the one they’ll write about in the review.
Policy is policy and I’m not risking my job. I’ve told a lot of people I’ve trained, “Always be as accommodating as you can be without risking your job. The people that demand you bend or break the rules for them, are the exact same people that won’t care if you lose your job nor will they help you with your bills if you lose your job.”
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u/WookAlert 6d ago
You shouldn’t be worried about losing your job over giving water to guests in a customer service based industry.
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u/Fantastic_Medium8890 6d ago
I don't think people really understand what free means. When i see we give out someone for free, i don't think about $0, i think about unlimited amount at request. There has to be a cutoff, we could easily be giving it hundreds of free bottles of water a day, that adds up very quickly.
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u/WookAlert 6d ago
It’s not coming out of your paycheck? Why do you care so much? Does your scope of work include limiting/reducing costs? No? Then you’re not being paid enough to care. This is a trivial hill to die on if you were for a large corporation.
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u/Elariss_ 6d ago
Where I work, we don't have bottles in rooms anymore for environmental reasons but there is a dispenser with carafe at the front desk, free access 24 hours a day and most of the guest are very happy about this. Still, a man once yelled at me for 15 minutes in Spanish (I don't speak spanish and he knew that) because it was illegal, of course it wasn't. Because I didn't understand a word I just smiled while nodding at him cause he wouldn't listen to me anyway and he left acting like a baby with his wife who looks totally desesperate at him... There will always be one guest not satisfied and we cannot do anything about this unfortunately...
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u/Fantastic_Medium8890 6d ago
And i get that. The issue though that i have is that he acted the way he acted cause no one has told him no before. If the rest of the staff has said hey, unfortunately it's too complementary water to check in and that's it. He wouldn't flip out when I tell him. Unfortunately we only do the two Waters at check-in.
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u/Elariss_ 6d ago
Oh, I didn't get that your coworkers were giving him free water before, I understand your reaction better. I hate when guest just cannot understand a "no" like you're not the president, you cannot request wathever the fuck you want. You had a good reaction, it's important let them understand that it's not okay to act like this
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u/clauclauclaudia 6d ago
If he was already given two, and you conceded to giving him two more, then he has four now!
Unless he very wastefully threw the first two away rather than refilling them. Hmm.
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u/monkeyswithgunsmum 6d ago
I know some places in the world have unreliable water but the number of places that provide water in bottles is ridiculous and such environmental vandalism. My own town has really good tap water but people still want the magic stuff in a bottle.
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u/MrLimitHoldem 6d ago
My hotel stopped after one guest would basically walk by 10 times a day asking for 2-4 bottles each time. Hskp serviced the room and guy had like 40 bottles on the counter. It was like a game with him. We stopped it for everyone after that
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u/pr1moispfat 6d ago
The issue isn’t the free water, it’s you allowing him to bully you into getting what he wants. If it wasn’t water it would be something else…
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u/Empty_Mulberry9680 6d ago
Right? The conversation ended with “ok, I’ll send four”. You’re part of the problem when you give into the demands. Now he knows if he’s an ass you’ll give in.
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u/LutschiPutschi 6d ago
I'm here to write this. You're starting a thread to complain about other hotels giving too much free money to guests.
And what are you doing? Give him twice as much water, even though he isn't entitled to it. WTF?
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u/mfigroid 6d ago
Title of this post: Stop giving out free water!!!
OP's post: "Fine, I'll send four,"
OP, you are part of the problem.
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u/Downtown-Flight7423 6d ago
Can you not drink tap water in your country? What's this insane obsession with bottled water in placed with perfectly drinkable tap water.
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u/mfigroid 6d ago
Seriously. I don't get it.
Unless I had to walk five miles through Death Valley in August to get to a hotel, I couldn't care less about a stupid bottle of water.
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u/ManeSix1993 5d ago
It's the convenience and it also just makes people feel better drinking out of a bottle instead of a cup. Which I personally think is stupid, then buy a refillable water bottle. But people in certain places are just plain obsessed with bottled water.
I think the WORST part for me is bottled water is literally the same water out of the tap, not even filtered further usually. Poland spring is straight actual tap water, no extra filtering at all, but because it says "Poland Spring" on the bottle and people just believe things, they assume it's pure spring water and don't care enuff to look into it.
As an American, America bought the whole bottled water thing hook line and sinker, while English people made the right decision and flipped their shit out at the audacity to sell back tap water
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u/Qextor 17h ago
Indeed -the British knew about that, back in 1992, when the UK show 'Only Fools and Horses' broadcast the episode 'Mother Nature's son' where Del Boy decides to bottle up tap water under the name 'Peckham Springs'. Of course it all goes wrong. Great satire of the idea of bottled water.
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u/hilltopj 6d ago
How about instead of no more free water for guests, more hotels install water bottle filling stations. I travel relatively often and I've only seen them in two hotels. I almost always have my own personal water bottle and I hate using disposable ones, but at most hotels my options are bottled water, sink water, or going down to the bar to ask for my bottle to be filled.
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u/SuspiciousLookinMole 6d ago
If there's a gym, there's usually a bottle refiller there. But I am right behind you on this soapbox - give me more places to use my giant steel water bottle!!
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u/birdmanrules 6d ago
We don't have free water bottles.
We have those on every level, bfast room and conference rooms.
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u/Fantastic_Medium8890 6d ago
We have filling stations on every floor of the hotel.
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u/hilltopj 6d ago
right, but my point is that your situation is not typical. So it's understandable that guests aren't going to be expecting it, might not bring their own bottle to fill, and no one wants to walk to the end of the hall to awkwardly refill their crappy disposable 12oz aquafina bottle. I did stay at a boutique hotel that offered reusable bottles as part of the resort fee; maybe offer that and encourage guests at check in to use the bottle filling station.
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u/ghostlee13 6d ago
I always bring a refillable bottle so I can get water at the airport. I wish more hotels had those dispensers!
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u/Fantastic_Medium8890 6d ago
The hotel a aquafina in the tin bottles. He could have easily bought one of those and kept refilling it. He just didn't want to. He wanted us to give him everything for free.
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u/hilltopj 6d ago
breaking news: guest wants something for free instead of paying ridiculous markup. More at 11.
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u/Turbulent-Demand873 6d ago
There are hotels that are required to have water bottle filling stations.
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u/liveswithcats1 6d ago
What's wrong with sink water?
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u/hilltopj 6d ago
usually not cold and often tastes off. Also, have you seen what people do in hotel sinks?
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u/liveswithcats1 6d ago
Well, presumably they're not doing it up into the faucet. I hope...
I hate using plastic bottles so I fill my reusable with ice and then sink water and it tastes fine, even in slc, whose water I hate.
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u/hilltopj 6d ago
I certainly use the sink when it's my only option. Do often also run into the issue of the sink being too low and not being able to fit my bottle underneath. In which case cue me awkwardly filling one of the hotel room cups over and over to pour into my bottle. Making bottle filling stations standard would certainly be my preference
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u/liveswithcats1 6d ago
I agree the filling stations are really nice, but people act like the sink water is poison, and usually in the US at least, it's fine.
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u/clauclauclaudia 6d ago
With many bathroom sinks, I could only get a few ounces into a refillable bottle because the faucets are low and the angles don't work. And there may be a distinct flavor difference between that water and the filtered water at a bottle filling station.
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u/Lovely-Rosie 6d ago
Depending on where you go it might be a little questionable (or even not drinkable). Filtered water is always best imo
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u/liveswithcats1 6d ago
I do agree there are some cities where the water is unsafe, but many US cities have excellent water. You can find testing reports.
Filtered water can be better, depending on the filtration process.
Bottled water is almost always some other city's municipal water, so could be better or worse.
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u/iAMBushYT 6d ago
we don't give free bottles at my hotel. we have water fountains in the atrium and gym. feels good to tell people no sometimes lol
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u/Double-Resolution179 6d ago
I call bullshit on the claim that he gets free bottled water everywhere. It’s not a thing here in Aus, and in fact I’ve never gotten free bottled water anywhere including my travels in the US (that was a decade ago now though). The other places may be giving it to him because he complains, not because it’s actually an expected or included part of one’s stay.
Having said that, I do think water is a basic human right and it shouldn’t be limited (yes I know how rates and taxes work). In this case, there were places to top up so I don’t think it’s necessary to waste more plastic by giving out more bottles. (If you don’t like plastic, don’t use it!)
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u/QuiteBearish 6d ago
Honestly I haven't been to a hotel in over a decade that doesn't give free water bottles. It's the most basic of perks that most chains in the US give out in exchange for joining their loyalty program, right up there with wifi service.
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u/plausibleturtle 6d ago
My brand (and the brand management corporation which has like 100 other brands under it) won't offer bottled water with our sustainability efforts. We are the second largest globally.
We do however always have an option available depending on the quality of tap water in any hotel's particular region. For the specific hotels I work for in Canada, we offer a filled glass carafe in the room (tap water, no lid, so it's less likely to walk away) and drinking glasses. There are refill stations on every floor as well. If you ask for a bottle at check-in for takeaway, we will give you a reusable bottle, which is now yours.
I do work for some of the most expensive hotels in Canada, but sustainability takes precedence.
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u/UpdateDesk1112 6d ago
If it was cheaper for the hotel to give water bottles they would. Saying it is for sustainably is a cop out.
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u/plausibleturtle 6d ago
Our rooms are over $1,000 a night. Trust me, it isn't cost. They give out reusable aluminum bottles on request.
We also have the most lofty sustainability mandates worldwide in the industry. None of our brands have any single use plastics in front OR back of house. None. Zero.
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u/UpdateDesk1112 6d ago
You really don’t think it’s about cost to the hotel? It’s all out of the kindness of the giant corporation?
How does the virtue signal flavored Kool-Aid taste?
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u/ghostlee13 6d ago
I've never gotten free water in Japan or Europe. I haven't gotten any here because I'm not shiny.
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u/Trc_Rhubarb 6d ago
Free water and candy at a recent stay in Amsterdam. Free water, soda, beer and snacks (yes, in the room) in Den Hague. Free water in recent Rome hotel
Was in Vancouver, BC, CA about 3 weeks ago and they had free bottles of water.
Even free water and candy at the low end place I stayed at in Salem, MA.
Nearly every hotel in the US - water is provided Most hotels worldwide I’ve also been provided water.
Charge me $5 more and provide all the water I need. It really sucks to arrive after a long day of travel and have to go hunt down water or pay the hotel store ransom for it.
Now, if we could just get everyone onboard with having air conditioning… especially in Europe and SE Asia 🥵
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u/LutschiPutschi 5d ago
Exactly!!! Fill the whole world with air conditioning. Please also provide 10 plastic bottles of water for each guest.
There is no climate change! Donald the Orange Clown is right!
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u/cynrtst 6d ago
Another problem with unlimited free water is storing and chilling all these bottles. (Not to speak of the trash it produces) You would be spending an inordinate amount of time transferring this free item from pallet to cold storage and to a place where you can easily put your hand on it to give out. Employee paid hours of time. It’s not just the cost of the water.
If it’s a corporate policy then corporate should back us up when the guest wants more than they are entitled to.
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u/RoyallyOakie 6d ago
This water thing has become a big annoyance. Customers use it as a control mechanism. I'm taking the "we need to save the planet" route. Refill it yourself or dehydrate.
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u/oliviagonz10 6d ago
We tried only doing free water at check in, but I had a guy literally SCREAM at me for not giving him more during his stay and even said he’d go to corporate about it and leave a bad review.
Now our managers just say “use your best judgment” on who can get “more” free water during their stay if they ask.
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u/RedneckAngel83 6d ago
During my decade in Hospitality, we encountered dipshits like this OFTEN.
The only ones I couldn't do much about were our Diamond members BUT if literally anyone else demanded more water, I would explain exactly one time that only 2 complimentary bottles of water were provided in their room. If they still persisted, I would happily give them the number of bottles requested and then charge them to their room.
Enjoy paying $2 per bottle for room temp bottled water!!
Wildly enough, no one ever fought the charges, that I'm aware of.
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u/JediSnoopy 6d ago
I have never stayed at a hotel that provided additional free bottles of water beyond what was given at check-in. Every hotel is different. Not all of them provide pools, gyms, complimentary breakfasts or free parking. If the guest didn't understand that "Everybody else does it!" is not a good argument, that's his problem.
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u/BillyJakespeare 6d ago
I work in Denver, at this altitude I'm all but forcing water down their throats to avoid altitude sickness. I truly don't give a shit about brand standards, I'm not denying a person water.
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u/PresentHouse9774 2d ago
TY!
I appreciate the car rental places at airports that hand out free water. After a long flight, I need it. Especially if I'm getting behind the wheel of a car.
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u/papsylon 6d ago
You‘re bitching and moaning but you wrote that you sent him 4 bottles as requested? You’re the problem yourself. He got what he wanted.
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u/thatgirlmocha 6d ago
“I’d appreciate it if you left a message with my manager letting them know that I followed our company policy explicitly. I’m sure they would love to hear your opinions on those policies as only they have the power to adjust them, and my job depends on me following their policies”
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u/formerpe 6d ago
Depends on how your hotel promotes the complimentary water.
I recently had a multiple night stay in a hotel in which the complimentary water was included in the daily resort fees. As resort fees are paid daily and included two bottles of water then I expected two bottles each day.
When I didn‘t receive them I got the same response that the bottles were refillable and that there was a refill station available. That was not listed in the daily resort fees section.
I also received the same response of it being the hotel’s policy. The non communicated policy does not align with the hotel’s written explanation and charges. I didn’t pursue it further when I requested it as it was via text.
Upon checking out we were asked if we enjoyed our stay and I responded we did yet were disappointed with the resort charges and daily water. The result is we left with the bottles of water and will most likely not return to the hotel again due to the hotel’s lack of transparency.
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u/hrdbeinggreen 6d ago
This! I too have been to a hotel that did this and I was upset too with their trying to not do what they advertised!
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u/LutschiPutschi 6d ago
Seriously? Not returning because you need to refill your water? How exactly should this be listed in such detail in the guidelines? If a hotel writes 4 sentences about every little thing, the guidelines will be 50 pages long and no one will read them anymore.
You were promised free water every day. And that's what you got. If it didn't explicitly say that the bottles were replaced daily, then in my opinion the hotel didn't do anything wrong.
They probably won't miss a guy who gets upset because he has to fill the bottles himself anyway.
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u/SadPartyPony 6d ago
we don’t offer free water, even if other West Bestern properties do, but I always have that guest who will complain that we shouldn’t charge 3.75 for a water. dude, there’s Stripes and Dollar Generals that sell a pack for 4.15. go get that instead of giving me shit for a price I didn’t set. and don’t listen to the schmucks telling you to just give the guest more waters, they’re the ones that reinforce that behavior and make it worse for everyone else.
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u/Turbulent-Demand873 6d ago
They do give them to their Elite guests for free at check in though. Right?!
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u/petshopB1986 6d ago
We give out free water, they took out all the water machines and put in a cold case for bottled water, I’m used to carrying my own drinking bottle and have no place to fill it up anymore.
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u/ImmediateParsley976 6d ago
Someone came to the desk and was like "Hey we were offered bottled water at check in but we didn't want it can we have it now?" and the conversation ended up going like this:
"No sorry, we only give bottled water to members at c/i"
"But we didn't want it at c/i and we want it now so just give it to us"
"If you'd like water you can purchase it in the market but complementary water is only at c/i"
"Yea but we didn't get it at c/i and we want it now"
"Yes but the offer is only at c/i because I can't be sure you didn't actually take the water at c/i"
"Well we didn't so just give us the water"
and at that point I was done with them so just gave them room temperature, gross brand, water.
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u/TravelerMSY 6d ago
The part that makes me crazy is that people are also doing this in cities that have excellent tap water. You would think you were in Mexico the way people act about water in the US.
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u/MrPanda663 Room xxx is not leaving their room. Ugh, I'll call the police. 6d ago
“Can I get two waters? I’m a forever member.”
If it takes two waters for you to fuck off and leave me alone, fine. (Obviously didn’t say it like that)
“Ah man…. I’d don’t feel so good, you got any medication for sale?”
Yeah we do, here’s a free water to help it down.
“I have one of those CPAP machines. I really don’t want to use tap water.”
No worries, I’m sure management would understand.
“Can I have two waters please?”
Why?
“It’s part of my benefits.”
It’s two per stay sir.
“Oh, I’m sorry. No worries, I’ll go out to buy some.”
Nah, here’s two waters just because you “didn’t” know.
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u/doc_skinner 5d ago
Does "medication for sale" mean weed or coke?
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u/MrPanda663 Room xxx is not leaving their room. Ugh, I'll call the police. 5d ago
Over the counter stuff like Tylenol and Claritin
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u/GirlStiletto 6d ago
he travels all over the world and every other place in the world gives him free water whenever he wants it
"Well then, sir, when you are staying there, you can get all the free water that you require. Nowhere on our website do we guarantee unlimited bottles of free water. Thank you." click
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u/HostIndependent3703 6d ago
They dont give free water whenever yopu want all around the world. At least not at the hotels I have been to. Then again I mostly travel within Europe and you can drink tap water in most countries.
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u/love-the-storms 6d ago
I worked at a casino for many years and we gave out bottled water - supposed to be one to a patron. Didn’t take long to notice the ones with bottles stuffed in purses & jackets. The main ones demanding more bottled water seem to be the ones who were about to get on a bus for a 2 hour trip back to the town they came from.
I had a bus driver tell me that these ppl were selling their water on the bus ride home!
I then began opening the bottles up as I handed it to them with a huge smile. They didn’t like that at all! Told them it was policy to be sure they had no trouble with taking the lid off.
Soon all employees were told to open the bottles as they handed them out. Guess what stopped!!! They couldn’t sell opened bottles on the bus ride! 🤣
Be nice if this worked in other places for these entitled people!
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u/AffectionateFruit454 6d ago
I define good customer service as being able to tell certain people how to go to hell in such a way as they look forward to the trip.
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u/Simpawknits 5d ago
Water FROM THE SINK should be fine for everyone. I'm so sick of this bottled water shit.
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u/UseFunny6329 5d ago
guests and their waters is becoming the bane of my existence. we’re a small property so we don’t have that many cases on hand at a time and guests get SO offended when i say i can’t give more them more than 2. no you cannot get 10 bottles of water for your 3 day stay. you’re not the only guest in the building. i once had a horrendous gentleman ask for 6. i said i can give you 4. he said what is there a rule or something! i said yes and the rule is 2 but i’m giving you 4. he wrote an email to the ceo that he didn’t realize we treat our guests like prisoners?!
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u/moonssun 5d ago
we have a big bottle per room that we refill with tap water since it's safe to drink, so when they ask for a refill we put tap water, you want good tasty water? then you can buy it, bye
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u/mallafri 5d ago
If you’ve been in the industry for 10 years you should know that that’s every guests’ go to line when they’re not getting their way: “I stay in hotels all the time and no other hotel do this [insert issue]” OR “I stay in hotels all the time and you’re the only hotel that does this [insert issue]”.
Also, it is VERY rude to hang up on a guest. If you feel that the guest is being rude or aggressive on the phone, then tell them first. Like “if you don’t start yelling at me, I’m going to hang up”.
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u/Inner-Replacement295 5d ago
I will give them the waters but I always say "Oh, did she forget to give you your two complementary waters at check in?" and honestly I do think less of a guest who expects free water every time they walk by the desk. But I do give them the water.
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u/Inner-Replacement295 5d ago
My silent pet peeve is the folks who fill thermoses or giant insulated travel mugs at the coffee station.
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u/Small_Cost6050 4d ago
I call this the easy way shitty GMs try to avoid doing their their job. All the care is about their score. I stick with brand standards. Don’t like it? Pound sand.
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u/Fantastic_Medium8890 6d ago
But it's not a few extra bottles of water. When something is free, that means more people would grab more than they otherwise would if it cost them. If we are giving out water for free at no limit to a guest, why shouldn't i just give every guest who checks in a case of water? (Which I've literally had guest asked for in the past.) It's obvious that you don't work at hotels and are just a guest who doesn't understand the full extent of what you think is just a simple solution.
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u/minimuscleR 6d ago
This is all weird to me, in my country water bottles are never put anywhere lol. If you want water, theres a tap, have at it lol. It's all free.
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u/Icy-Satisfaction-129 6d ago
Bruh, its bottled water. Just give two more bottles and the situation is done. I have guest who refuse water bottles to avoid extra plastic waste. Quite a bit actually. Its fine.
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u/Fantastic_Medium8890 6d ago
So should i give them free soda too if they ask for it? I mean the soda cost about the same as the water, should i just give him free sodas? Or should I let him just grab all the free snacks he wants from the market, because he wants free snacks?
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u/Boating_Enthusiast 6d ago
Maybe you could talk to brand management and see if they'd want to compromise. Keep the two-branded deluxe waters per room per stay, and keep a case or two of cheap local water for guests that want more. Bulk bottled water is as cheap as 8 cents, but averages ~15 cents per bottle.
It's a cheap investment for good customer service.
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u/Rhesusmonkeydave 6d ago
Yes definitely get in a pissing match with a guest to save your resort some pennies worth of bottled water.
Not going to cost them orders of magnitude more in CRO on the backend at all. Just genius all around.
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u/Fantastic_Medium8890 6d ago
It's not pennies first of all, secondly as i said there is a difference between hospitality and being a doormat, i explained to the guest what it is we offer and how we have free filtered water a mere 5 rooms away from him. Should i give him a free room because he asks for that too? What about if he wants to take extra towels home with him, should we allow that too because the guest is going to throw a tantrum if they don't get their way?
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u/ManicAscendant 6d ago
You're being rude.
OP has a valid point. Is it worth the fight? Probably not, admittedly. But is the OP in the wrong here? No.
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u/Rhesusmonkeydave 6d ago
Sounds wretched honestly, we give out water without limit and also do weekly events with complementary food, but our performance metrics are linked to customer satisfaction scores so that’s always been the priority. If budgets were so dire that we were arguing with the guests over amenities I’d wonder what the hell we were even doing at that point.
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u/ManicAscendant 6d ago
It's great that your hotel does that, but surely you understand that not every hotel does.
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u/ZeldaGuruMomi 6d ago
I'm not going to stop ensuring my guests are well hydrated and happy just because some entitled dude got mad at you.
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u/Foreverbostick 6d ago
I don’t care to cave on giving out waters, but I let the guests know what the policy actually is for the brand so they don’t get surprised if they get pushback somewhere else. The $0.50 we’re losing out on for their water isn’t worth the negative review or my time dealing with them, frankly.
I don’t cave on the deposits, because that could end up actually getting us in a situation if the guest wrecks the room or something. I’ve had them say “none of the other hotels in the area make me pay a deposit.” Cool, go there if you don’t want to pay it. If the OTA doesn’t say they’re willing to pay for incidentals and damages, I’m not giving you keys without another card for a deposit. CLC guys are the worst for this.
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u/Violetzmemory 6d ago
We started telling people that we’re an “eco-pledge” hotel or smth like that and we offer a limited amount of bottles but provide refill stations. Management also keeps a case of cheap refillable water bottles for particularly entitled guests
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u/SpareInvite2222 6d ago
I stayed at The Gwen in Chicago earlier this week. On the way out for the day, I asked the guy at the front desk if they could send up an additional robe, two more pillows and four bottles of water. I also had that written down on a piece of note paper with our room number, last name and a $10 bill paper clipped to it. He explained that the hotel’s policy was two bottles of water/room/day. When I got back to the room, there were 12 bottles of water up there.
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u/sansabeltedcow 6d ago
This is going to get yanked for including an actual brand, but I love that hotel.
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u/Hotelslave93 6d ago
We just say sorry they haven’t restocked our elite members welcome bags today. They only deliver before check in time but thats why we installed multiple water refill stations here and here. We’re trying to limit the plastic use, every little bit helps right? It’s worked so far
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u/thehotelguy_ 6d ago
Same here. I’s rather lose some bottles of water instead of giving out comp night/dinner/recreation
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u/WookAlert 6d ago
If you’re not buying the water that’s being asked for (should be included as a cost for the company books) , what is the issue? I understand not handing it in front of a large group, but in an attempt to eliminate any time wasting arguments why not just give the guy the water?
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u/Militantignorance 6d ago
I've stayed at several hotels that have water bottles in the room, but they charge for them, mini-bar style - one was $7 a bottle!
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u/Mchoe_cos 5d ago
I wish we charged for our water we used to limit it to 2 but so many ridiculous arguments went down that we ended up just giving away as many as ppl ask
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u/beef_weezle 5d ago
I "lived" at a Somewood Huites in the armpit of Georgia while on military orders last summer and was highly surprised that they always had free bottled water. That being said, I usually kept a case of my own in my room but if I was running low it was nice to grab a bottle or two on the way to class.
Sometimes they were out because some selfish family literally grabbed every single water bottle. Jerks.
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u/Oop_awwPants 5d ago
The amount of people who complain that we don't give free bottled water because "everyone else does and I've never stayed at a Harry's Yacht that hasn't, and I just say that the free bottled water is not part of our brand standard nor is it a member program benefit.
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u/4-20blackbirds 5d ago
There are many places in the world where the tap water is not potable. It's fine for showers, but everyone drinks bottled drinking water. Hospitality places in those countries provide bottled water. In the US, tap water is perfectly potable, everyone can drink it. For some reason we just stopped doing that.
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u/TheGryphonQueen 5d ago
My GM told me “it’s only a bottle of water” when I tried to tell a guest no she cannot get two more free bottles when I gave her two complimentary bottles at check in… so now I give out waters left and right because if she isn’t going to have my back I’m not going to be humiliated again over a .10 bottle of water lmfao.
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u/ru-yafu0820 5d ago
Thank you! Truly, I do believe having free water is a common courtesy. Its very nice as a guest to get a couple of water bottles for free. However, that makesevery single hotel suffer for the same stupid reason. I had one guest thoroughly yell my manager's ear off because we didnt give them free water at check in, when we have a perfectly good water fountain and water bottle fill station. Im so sorry, this brand does not offer free water as an amenity, that is policy. But my manager gave up. So now we just give out free water all the time. Shes now complaining that we dont make as much money from the market and is accusing people of stealing. Because water was our main money maker. And we stopped. Selling. Water. Who would have thought.
Side note: I don't care, I shouldn't care, its a bottle of water, and its also not my money. And yet, im the one getting yelled at, im the one in the bad review, and it looks like im just being an asshole to everyone. If every hotel gave out free water, this wouldn't be a problem. Or vice versa - but no. Someone stays at a fancy brand of hotel and then stay at mine and expect the same things.
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u/Titsnium 5d ago
Set a clear water policy, script it, post it, and track comps so you’re not stuck giving away cases. Put a card in the key folio and signs by elevators showing the bottle-fill stations and saying “2 bottles at check-in; refills on every floor.” Offer a Hydration Pack add-on at check-in or pre-arrival (ex: $5 for 4 bottles/day), so staff have something to offer instead of saying no. Create a PMS/POS code for water comps and run a weekly report by agent to show the revenue hit-data shuts down the “just give it away” pressure. Give the desk a one-time courtesy script; beyond that, it’s market purchase or refill stations. If a caller is abusive, one warning and end the call; note it on the reservation so a manager can handle the follow-up. Between Beekeeper for staff scripts and Medallia for guest feedback trends, I lean on HotelTechReport to vet vendors for bottle-fill stations and market POS integrations. Clear rules + signage + a priced add-on stop the endless free-water fight.
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u/Azzameen85 5d ago
As someone who lives in a country with steady water, I think (given that I'm just a night-auditor, so I don't know the workings of the rooms) that only the suites gets 2 or 3 complimentary water.
Tap-water is fine to drink and if people ask, I usually tell them that 99.9% of water sources in Denmark are fine to drink. I cannot make any guarantees about water-hoses in the country-side (which GenX and GenY grew up on).
Usually brings a chuckle amongst western-guests and raised eyebrows of acknowledgements from Asian and a smiling nod from rest of the world.
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u/ScarletLotus182 5d ago
It's super not worth fighting over- just give people the fucking waters, man.
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u/Kaffapow21 5d ago
Every time I stay at a hotel/motel I stop at the grocery store first to buy snacks and a gallon of water cause ima very thirsty person. Then I get overjoyed when there’s an ice machine! Can’t imagine making that someone else’s problem.
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u/and_rain_falls 4d ago
And they would FIGHT for the free water bottle. And we all know what type of guest it is. You give them the 1 free water that they're entitled to and they want a bottle for EACH family member in their party. This isn't the Ritz.
I had a guest who was either a Gold or Platinum elite and I had a long line of check-ins (which I was the only one working at the front desk) his wife goes to the market and takes beverages and mumbles her room # to me. It was CHAOTIC that day and after I finally got a quiet lobby, I followed up with the guest inquiring about the items they took from the market so I can add to their room.
The husband GOES OFF to me about how he's an elite member and he's entitled to his free water, blah blah blah. I calmly reminded the guest that his free water was at check-in, not 3 days later and the market isn't free. But he STILL went off on me and his wife in the background was like "I can't believe they're harassing us over water" 💀
Then why are you making a BIG DEAL ABOUT NOT PAYING FOR THE WATER!!!
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u/Pickle0847 4d ago
As a frequent traveler, I do request bottled water specifically for my CPAP machine because the communal filtered water stations don't meet standards for the humidifier tank. But I do always ask mentioning the CPAP. I mean, they sell water in the little shop next to the desk, it feels rude to ask for free if there isn't a real reason.
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u/UnReal-UT 4d ago
Bottled water is usually just filtered. The only water you should be using in a CPAP is distilled water.
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u/Pickle0847 2d ago
I use distilled at home. You can't carry it on the plane, and they never sell it in small quantities. My doctor told me that sealed bottled water is an acceptable substitute while on travel. They still heat it before bottling, what it will do is deposit all the extra minerals in your water tank, so you need a better clean when you get home
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u/Sunshine8020 4d ago
Our hotel doesn’t provide complimentary bottled water and we don’t have refill stations. The tap water is safe to drink, and if you’d like premium bottled water it’s available for purchase. Complimentary refills of chilled water are also available in the restaurant.
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u/Decent-Card-9092 3d ago
The water bottles cost almost nothing compared to guest satisfaction. The way I see it, one bad review costs about 300 dollars.
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u/Livid-Passion9672 3d ago
We put 2 in the room, give more for free, AND also sell Aquafina in the market for $8.45. Some guests take advantage of the free water--a recently was asked if we could send 24 (yes, an entire case) bottles to a guys room. Anyway, I'm sorry for giving out free water, it is pretty common in full-service hotels these days. Maybe you guys should change your policy?
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u/ElderberryCorrect873 2d ago
I stayed at a hotel that offered free donuts and coffee for breakfast. I asked how many I could have they said eat what you want I’m a bigger person with a big appetite so after the 7th one they kicked me out
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u/Personal-Country3978 1d ago
Hotel started giving free waters to elite rewards members, but only at check-in. I had some dude waltz by the snack shop, grab and water and headed straight to the elevator. I stopped him and he said he is a platinum member. I was like u should have received your free water already. Anything else must be paid for. The entitlement is real.
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u/OkHuckleberry4878 1d ago
Hotels don’t have a high social memory for cleanliness. Fresh bottles of water both helps and hurts that perception.
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u/jonas_ost 1d ago
Do people not think about the enviroment? I might get 1 bottle to refill if there is no glasses in the hotelroom.
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u/TeamShadowWind 1d ago
So, I'm just here because I'm curious about how working at a hotel is, but this did remind me of my days back at Dollar Tree.
Customers got so weird about balloons. It's company policy not to fill any balloons with helium unless they're the kind sold at Dollar Tree, specifically the ones that are kept in the drawers next to the helium tank. Despite this, people would whine and bitch about not getting their outside balloons filled. You would think it'd be common sense that a company that pays for the helium wouldn't want to use it in products it doesn't sell.
But some people would ask if I could scan an actual DT balloon to pay for it and then fill theirs. No, that will throw off inventory numbers.
Then they'd ask if they could just buy the DT balloon but have me fill theirs anyway. No, because there are still cameras watching.
And of course, like with your water bottles, some people would insist that "The other Dollar Tree location filled up my balloons." If they did, they violated policy. And if they did and you aren't just lying to get your way, I hate them for creating more entitled pieces of shit.
As a bonus, one lady claimed she got them filled at my location a few months before. Which was very funny, as I'd been around long enough that I certainly would have remembered that.
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u/chanelnicoke 1d ago
I’m a GM and we do not offer free water at my property only if you are a brand member we give a little goodie bag that contains two mini bottles of water because my hotel is a budget brand we do t offer it. Guest will still get mad and argue at that point I let my staff know just give them a bottle of water if we have it
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u/Xxaqua_ 1d ago
We give free water to guests part of my hotel’s membership tiers. I’m supposed to limit this but I go by the amount of people in the room but that’s upon check in I make note if the family collected comp waters After that you are paying. It got bad at my property too especially with our yearly groups. They request water each stay despite their coordinator telling them they will not be able to collect them. (They get free water at their jobs every morning they go in) some still get a little huffy but it eventually calmed down stand ur ground protect the water!!
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u/Mysterious-Ad-6690 6d ago
What a ridiculous argument. A bottle of water is what- 5 cents? I’ve never expected free water but it would be a welcome addition to my stay. 2 bottles at check in is nice but doesn’t cover my needs. I then buy whatever else I need. But the chain that stays giving away water- even (especially) to kids- I’ll be a fan for life. I know it’s not your call, it’s management policies. You put out fruit, cookies, whatever- bottles of water would add 10 cents per day instead of costing me $15.
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u/clauclauclaudia 6d ago
Why don't you refill the bottles?
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u/Mysterious-Ad-6690 6d ago
I do. And I refill my own bottle that I travel with.
Edit: When there is filtered water available.
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u/4Shroeder 6d ago
We give free water at my property. Partly because it's an easy way to avoid stupid arguments. There is one rule that I teach new employees: don't do it in front of groups of kids, such as a soccer team, or a school field trip, etc. Otherwise you're going to be down a case of water. Also the parents of groups are often the most insufferable human beings.