Source of frustration since we arrived at this hotel…

Since settling in at this Cleveland hotel, our frustration about housekeeping has been exacerbated daily. We’ve already reported the issues to a manager, but our concerns have fallen on deaf ears. We don’t want anyone fired from their job—that’s not the point.

Since the pandemic, there have been staff shortages in many businesses throughout the country, if not the world. We fully understand the need for every-other-day housekeeping in hotels with these shortages. That’s fine with us if we get enough towels, toilet paper, and miscellaneous supplies as needed, which isn’t often the case.

The housekeeper on this floor has told us to leave all our trash and dirty towels outside the door daily. We pay over $100 a night for three months and shouldn’t have to haul them outside the door daily. We’ve never heard such a thing.

This morning, I left a message for the general manager to return my call. I just heard back from him. He was shocked to hear that we were told to leave our trash and dirty towels outside the door and for the lack of service we’ve received in the almost month since we arrived at the end of August. He assured me that this is not their policy. I feel confident that he’ll follow through and things will improve.

Since COVID, many travelers have noticed a decline in the quality of hotel housekeeping services, and it’s hard to miss, especially for those who travel frequently, like us. The pandemic created a significant shift in how hotels operate. While some changes were implemented for health and safety reasons, others appear to be cost-saving measures disguised as necessities.

The immediate post-COVID landscape was about protecting guests and staff, with daily housekeeping services suspended in many hotels to minimize contact. At first, it seemed understandable. We were all adjusting to new norms, and fewer face-to-face interactions meant less risk. But as travel restrictions eased, many of us assumed that hotels would revert to their pre-pandemic standards. However, for many places, that hasn’t been the case.

Now, guests often have to request housekeeping services instead of receiving them automatically. Sometimes, this creates a lack of consistency, where rooms aren’t cleaned as thoroughly as they used to be. You might notice dust gathering in corners, bed linens not being refreshed, or bathrooms not being restocked meticulously. It’s not just about cleanliness and how this makes guests feel.

For many travelers, staying in a hotel is about comfort and care. You expect to walk into a clean, well-maintained space that feels like a retreat. When that sense of care is absent, it changes the whole experience. You feel less valued as a guest, almost like the hotel is cutting corners, affecting your emotional connection to the place. Hotels have long been a space of escape, and when that feeling is compromised, it leaves a lasting impression.

Perhaps it’s not only about cost-cutting but also a shift in what hotels prioritize post-pandemic. They may assume that guests have adjusted to these new standards, but for many of us, the inconsistency in housekeeping reflects a broader decline in service quality.

Have you noticed this, too, in your travels? Hopefully, after today’s conversation with the general manager, we’ll see an improvement in the quality of service we expect from a Marriott hotel.

Be well.

Photo from ten years ago today, September 24, 2014:

Ten years ago, no images were posted on this date due to rough seas and poor WiFi.