LOS ANGELES — Many in the hotel industry greeted the news that Hilton would only offer daily housekeeping to guests who specifically request it as an overdue and needed operational shift for the long-term profitability of the business.
But Hilton's Danny Hughes, executive vice president and president of the Americas for the company, said the change was made with more of a focus on giving guests exactly what they want.
Speaking to Hotel News Now during the 2021 Americas Lodging Investment Summit, he said the origin of the change was simply making sure no one entered a guest's room unless the guest wanted them to.
"We're still finding our way, guests are still finding their way out of the pandemic, so we've continued to offer housekeeping to anybody who wants it completely free of charge," he said. "But we'll respect people's privacy if they don't want anybody to come in the room. So it's a work in progress."
Part of that work remaining is properly communicating to guests about the change, which goes against many people's longstanding expectations for a hotel stay.
"So we've got to make sure we're ... educating the guests that this is now up to them," he said. "They're in control. And honestly, it's part of an overall objective we have to allow people to personalize their stay even before they get to the hotel."
For more with HNN's conversation with Danny Hughes, watch the video above.