The Slow Death of Hospitality
Over the last year, I have been traveling quite a bit. Traveling personally and professionally, I've stayed in all kinds of places. From boutique hotels to budget stays and big-brand chains. Every stay has been different but with each stay I have noticed a worrying trend.
What happened to hospitality?
A Race to the Bottom
Despite the polished branding and loyalty programs of chain hotels, the experience of staying in a hotel has become disappointing.
Continental breakfasts consists of pre-packaged junk food. Turned down service is becoming optional, if not unavailable. The front desk staff can be inadequate and the service that used to be common is now non-existent. And these cost-saving measures don't seem to translate to the guests because the prices have gotten higher and higher.
The decline in hospitality has become such an alarming trend that it's easy to see why many travelers are opting to choose other accommodations at similar, or lower cost alternatives.
Memphis: VIP in Name
A few months ago, I had a production gig in the city of Memphis. This was my third time staying in the city — the first two were quite inhospitable. But this time was going to be different because the hotel we were staying at came highly recommended. In fact, my crew were supposedly VIPs. Unfortunately, while the experience was better than the previous visits, it still left quite a bit to be desired.
At first glance, the lobby was very nice, the hotel staff was great and the hotel restaurant was highly recommended. But it quickly became clear that books are not to be judged by their cover.
While my room had been cleaned prior to arrival, my friend who has a suite right next door arrived to used bars of soap, dirty towels, and a missing iron board. Requests for services went unfulfilled even though my room was attended to on a daily basis. Quite odd.
But the worst experience came when we arrived back to the hotel one evening hoping to have dinner at the highly regarded restaurant. Nearly an hour before closing, I asked to be seated only to be told the kitchen staff was cleaning up to prepare for closing...
Me: "So the kitchen is closed?"
Manager: "No. They are preparing to close."
Me: "Does the restaurant close at 10?"
Manager: "It closes at 11 but the staff has to clean before they leave."
Me: "I'm confused...does the restaurant close at 10:15 or 11?"
Manager: "Sir, you know how you have to clean up at your job before you leave!"
That was the actual conversation. It wasn’t just unhelpful — it was hostile.
Back in Georgia: A Familiar Decline
More recently, my wife and I visited family in south Georgia for my mom's 70th birthday. I chose to stay at a familiar hotel — one I have been going to since they opened over ten years ago. When they first opened, staff was attentive, the rooms were well-maintained and the amentities were top notch.
But over the last decade, I noticed a dip in the service and deterioration of the building with no noticeable effort to make improvements. But this last time, I was stunned.
The building looked worn. Hallways smelled like mildew. Trash was stacked in the hallways. The shower leaked and the showerhead was crusted with green buildup.
There was no housekeeping, even upon request. When I asked, I was told there was no staff…on a Sunday.
So that explained trash in the halls.
Where is the Hospitality?
Hospitality is about more than a place to sleep. It’s about comfort. Care. A feeling that your host genuinely wants you to enjoy your stay. Not just tolerate it.
That seems to be missing these days. Unless you’re paying an exhorbitant premium for luxury, you’re often left with mediocrity. Even outright neglect.
To be fair, there are still places doing it right. But they’re the exception, not the rule.
And if you’re looking for one of those exceptions? I know a few places.
