What Travelers Need from Hotels in 2015

So many hotels still disappoint. That’s the puzzlement. TripAdvisor is filled with rants about what ticks us off but hoteliers, many of them, seem to just shrug off the negative.

And often they don’t seem to care to know what we really want.

Let me simplify this because we really don’t need much to stay happy.

Personally, for instance, I don’t care if a hotel’s restaurants suck – most do – because I don’t plan to eat there anyway.

And much as I like a decent free breakfast – always available at the highway motels I favor on road trips – I don’t view the lack as a deal breaker.

Of course a lack of electrical outlets irks me – it’s a usual winner in the Hotel Pet Peeves Survey – but I would not call it a deal breaker. It is easy enough to pack a power strip.  But nowadays I usually travel only with four plug ins (two phones, an iPad, a laptop) and I can scrounge up enough outlets in just about every room (tho I often do unplug hotel stuff).

I am of course already on record about room features I am happy to have removed, room phones, minibar, and TVs high on the list.  

But there are deal breakers, things that hotels flub that I really cannot abide.

Such as? Here are four.

No good coffee in the morning.  I like it in inroom but, in Las Vegas, one gets used to traipsing down to Starbucks at 6 a.m. and, really, Howard Schultz pours a better cup than a K-Cup machine makes inroom.  Sure, Starbucks costs a few bucks – maybe $5 in Las Vegas – but let’s not pinch pennies. As long as good coffee is readily at hand, free or no, I am at one.

What irks me is when the only coffee is inroom, made with what looks to be a 20 year old drip machine that produces what a European friend of mine calls “American brown water.”

That is no way to start a day.

No Chip and PIN Credit Card Readers.  Hotels have been beset with credit card data breaches in recent years and very probably it will get worse after the October 1 EMV liability shift.   Frankly I am increasingly tempted to decline to hand over a credit card to a hotel; the risks are real. Whatever you do, don’t hand over a debit card at a hotel – the consumer protections in the event of a breach just are not as strong.  Bottomline: show me chip and PIN readers at the front desk and at any point of sale terminal and you have won me as a friend. Still be using magnetic stripe readers only and we won’t long remain pals; I just don’t trust you.

Note: accept Apple Pay and Google Wallet and that will be good enough for me for now.

Slow, bad hotel WiFi.  I don’t care if I can’t stream videos – it doesn’t have to be that fast – but there needs be usable hotel WiFi and it needs be free.  Yes, I have said don’t use hotel WiFi, it’s insecure and that is true.  Hotel WiFi is a cesspool of malware and eavesdroppers.

But it’s just the thing for reading Google News stories, surfing ESPN, and doing a lot of online research. Just do not enter any meaningful user IDs and passwords and, please, don’t think of online banking, checking a brokerage account or doing anything that involves money.

Your company says hotel WiFi is okay if you use their VPN? Take their word for it.  And use that VPN to hop into GMail and other password protected accounts.

But, believe me, unless the hotel WiFi is fast you are going to grow old using a VPN on it.

How do I do banking and the other sensitive stuff in hotel rooms? I use my phones to make a mobile hotspot.  That technology is much more secure than hotel WiFi.  Not perfect, no, but I feel safe enough using it. But I cannot create a hotspot if the hotel falls down on the final must have.

The ultimate deal breaker: No cellular.  There remain hotels that just don’t have working cellular and I am not talking remote Alaska fishing camps where of course there is no cellular. I’m talking northern Arizona, Las Vegas (outskirts), Vermont, to name three places I have personally confronted it.  

My advice: check out as soon as you encounter it.  Refuse to pay a cancellation fee if in fact the hotel did not fully disclose at the time of booking that it is in a cellular black hole.  Not having cellular is akin to not having airconditioning in the Sonoran desert summer. It just is unacceptable.

Here’s a business idea for a geek. Just as there is Hotel WiFi Test, somebody needs to erect a hotel cellphone test site so we know which hotels and resorts to blackball.

Those are my four dealbreakers. What are yours?

Readers: share your own deal breakers. All appropriate comments will be posted.

2 thoughts on “What Travelers Need from Hotels in 2015”

  1. Good article. I have been using Marriott’s mobile check in app for the exact reason of not liking their stripe credit card setup. However, overseas, use the chip and pin and do not fall victim to the DCC scam.

    My list is much the same as yours. One should check out immediately if the wi fi is not good, they advertise high speed internet on their website, and it doesn’t work…false advertising.

    On my list is “not enforcing no smoking rules”. I understand and respect that some people smoke. Give them a place to do it and don’t let them smoke on the balcony or put ashtrays right at the door. Some hotels do this even when there is a local ordinance against it…

  2. I feel compelled to comment further. It amazes me how so many things brought up on tripadvisor regarding hotels are given the “brush off” or they try to distract you -or even say it is an isolated incident. A lot of times, these issues are pervasive, and if addressed rather than brushed aside, would result in far happier guests. Hotels seem to be champions of “not listening” lately.

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