Hoteliers' Strategies for Managing Customer Tidbits: Towels, Robes, and More

In the hospitality industry, it's not unheard of for guests to walk away with complimentary items like towels and robes. While such incidents are relatively rare, it's important for hoteliers to have strategies in place to handle these situations effectively.

Understanding the Context

With over eight years of experience working in a hotel housekeeping department, I've come to understand the nuances of these kinds of situations. During my tenure, no towels or robes were ever stolen in any noticeable way. On the contrary, guests often left behind their own towels because they were matching white, much to the delight of the housekeeping staff.

In more specific instances, if a guest was discovered to be storing towels or robes in their luggage, the hotel could contact security. However, the frequency of these incidents varies greatly depending on the location and the type of hotel or motel.

Charging for Missing Items

While some hotels might overlook the loss of towels and robes, many hotels bill guests for these missing items. Robes, in particular, are easier to track since they are more expensive and often listed separately.

There have been cases where guests have bought new towels or robes directly from the housekeeping department. If a guest leaves a room with a towel or robe without paying, it's presumed that they forgot and a charge is applied. Occasionally, guests will call to inquire about the charge or, after a few days, return the item and request a refund.

Inventory Management and Security

Some hotels maintain an inventory system, ensuring that any missing items are accounted for. If a guest is found to have stolen something, the hotel can charge them accordingly. These practices vary across hotels and are subject to local laws and regulations.

One creative approach some hotels use is to invite guests to purchase "prototypes" of towels or robes at a cost, thus discouraging theft. This strategy was employed by a luxury New York Marriott, which offered attractive but potentially stealable items at a price. Guests could afford it, and it served as a deterrent.

Financial Implications for Hotels

It's important to note that the loss of small items like towels and robes is often built into the room rate, making it a small price to pay for the convenience of not having to purchase them outside. These items also serve as souvenirs for guests and a promotional tool for the hotel.

When dealing with these situations, it's crucial for hoteliers to be aware of the potential for customer disputes. Hotels often imprint a guest's credit card upon check-in to cover any missing items. While guests can contest these charges, it typically involves a lengthy and costly process for the guest.

Conclusion

In conclusion, while the occasional guest may take towels, robes, or other complimentary items, hoteliers have developed strategies to address these issues effectively. Whether through pricing items at a fair cost, implementing a transparent system for purchases, or building the cost into the room rate, hotels aim to balance the needs of their guests with their own financial sustainability.