Middle East housekeepers recount guest horror stories

The panel discussion 'The Customer Isn't Always Right – Guests Behaving Badly' took place at Hotelier Middle East's sixth annual Executive Housekeeper Forum on May 2, 2018 at the Grosvenor House Dubai

Housekeepers netowrking at the Hotelier Middle East Executive Housekeeper Forum.
Housekeepers netowrking at the Hotelier Middle East Executive Housekeeper Forum.

Housekeepers from around the Middle East gathered together to discuss some of the issues they face at the sixth annual Hotelier Middle East Executive Housekeeper Forum 2018. One of the spontaneous talking points that emerged from one of the panels led to a conference wide exchange of guest horror stories. 

One of the housekeepers divulged that they have a WhatsApp group called ‘theft busters’ to keep a track of and alert management when objects from guest rooms go missing. 

Panellist Chandra Illanperuma from @PalazzoVersace says he’s part of a WhatsApp group called ‘theft busters’ to keep a track of and alert management when objects from guest rooms go missing! #Housekeeper2018 pic.twitter.com/xA3KhC75qc

Did you like this story?
Click here for more

— Hotelier Middle East (@HotelierME) May 2, 2018

Another executive housekeeper recounted a guest story where the guest would keep finding fault with the room and she had to takeover from her team and oversee the cleaning process herself. Despite that, the guest kept complaining to management about the room. The same guest also filed complaints at the restaurants at the hotel over the service. Finally, she had to take a video of the room before and after cleaning. The video later came in handy in her favour when the complaint reached the hotel chain's head office. 

A director of housekeeping also divulged details where one guest had to be blacklisted by the tourism board after a dispute over big property damage — she says it was necessary because of the large cost impact it had in terms of repairs. 

However, some for housekeepers, theft is still a primary concern.

Housekeepers in Dubai have found creative ways to ensure that their essential products do not end up in their guests’ stowaway luggage. Some housekeepers have even thought about implementing some anti-theft devices on their linens, bathrobes, and even their televisions, however have had to rule it out as the cost is too high.

The Hotelier Middle East Hotel Theft Survey is now open and completely anonymous. Take part here.

For all the latest hospitality news from UAE, Gulf countries and around the world, follow us on Twitter and Linkedin, like us on Facebook and subscribe to our YouTube page.

Most Popular

Newsletter

Reports

Human Capital Report 2017

Human Capital Report 2017

The second annual Hotelier Middle East Human Capital Report is designed to explore the issues, challenges and opportunities facing hospitality professionals responsible for the hotel industry’s most important asset – its people. The report combines the results of Hotelier Middle East's HR Leaders Survey with exclusive interviews with the region's senior human resources directors.

Hotelier Middle East Housekeeping Report 2016

Hotelier Middle East Housekeeping Report 2016

The Hotelier Middle East Housekeeping Report 2016 provides essential business insight into this critical hotel function, revealing a gradual move towards the use of automated management and a commitment to sustainability, concerns over recruitment, retention and staff outsourcing, and the potential to deliver much more, if only the industry's "image problem" can be reversed.

From the edition

From the magazine