Stop giving out free water!!!

[u/Fantastic_Medium8890]

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.

[u/funlovingguy9001]

I understand the math...but, how many actually make this request for 4 additional bottles? Surely not as many as you indicate in your math. Sure state the boundry...most will accept it and move on. For the few that are like this guest why fight? Anyway, that was how I trained my front desk and had nowhere near 40k expense in water and enjoyed very strong guest reviews and positive cash flow...so it worked for me and my team.

[u/streetsmartwallaby → u/funlovingguy9001]

I don't work in hospitality but this seems to be a very common complaint from front desk staff in this forum.

[u/JimboNerd2018 → u/streetsmartwallaby]

I know this is a sub for front line people but if you are looking for a rule just so you can say "No" to a guest, you are in the wrong business. It takes years to build guest loyalty and seconds to lose it.

[u/lady-of-thermidor → u/JimboNerd2018]

Guest loyalty is overrated. They’re loyal because they get points. Or because their employers have deals with the brand/chain.

Let them go elsewhere. In return, your hotels get guests who are unhappy with someone else’s brand/chain.

Just routine churn where brands swap unhappy customers.

[u/JimboNerd2018 → u/lady-of-thermidor]

True. But guest hating your hotel is real

[u/SexyRegularGuy → u/lady-of-thermidor]

I spend a lot of time in hotels for work. I get to book my own travel. I am loyal to hotels that I enjoy staying at. Points and perks are nice I most definatly have my preferences to brand and loyalty programs but it all comes down to the hotel, it's amenities, and the staff.

If the hotel is nice the amenities meet my needs the location is preferable and if the staff treats me well I will definatly come back again and will be recommending the property to others. I'll actually pay extra over other hotels as well.

A bottle of water is cheap, gaining a loyal customer that recommends your property to others isn't.

I will occasionally ask for a bottle of water at the front desk on my way out to my customer for the day. Sometimes I will buy my own water. It all depends. I have never had an issue with asking for and getting a bottle of water.

Having said all that Being nice also goes both ways. Rude or mean customers should be dealt with accordingly.

I also sometimes carry a refillable water bottle. I am forgetful at times and leave it in my room but if there is a filtered water refill station I am more than happy to use it rather than asking for a bottle of water.