Of late I’ve been finding a problem plaguing those staying in hotels. What I thought was a one off, isolated pattern, now, with a resumption of business travel, I’m finding reaching hotel staff by phone to be almost impossible. Hotels provide a temporary home away from home for travelers. Whether it’s for business or pleasure, hotels should offer guests a safe and comfortable experience. Maybe it’s a reliance on chatbots to communicate with guests via a support center, or just the fact that some hotel properties remain understaffed, but for whatever the reason, more often than ever before, hotel phones just go unanswered too often.
To a veteran traveler, the message being sent is that not all hotels prioritize guest safety and satisfaction. One example is when hotels fail to answer their main phone number to reach guests and staff 24 hours a day. This not only poses several dangers and risks that could compromise the safety and security of guests and staff, but is clearly a lack of customer service as any business should be answering their phone.
On a trip last spring to the UK, a friend on the trip left her hat behind in the hotel. Despite repeated calls to the hotel and even to the chain’s customer service center, it was impossible to reach the hotel on any of the published phone numbers. Eventually, some 6 hours later, we finally reached someone who had just come on shift who admitted that some front desk staff just didn’t answer the phone. We had her locate the hat, and the next day on our return to the area, we picked it up. When I related this to a hotel GM friend in the States, his first reaction was pure shock, followed by, “that’s a health and safety issue that needs to be corrected.” Here’s why.
One of the most significant risks associated with hotel staff not answering their main phone number is the inability to respond to emergencies quickly. Whether it’s a fire, a medical emergency, or a security concern, not having a 24-hour approach to answering the phone can delay response times and put lives at risk. Emergencies can happen anytime, and guests should have access to the hotel staff who can help them when needed.
This brought back memories of the day my father passed away in 1991, and my cousin, a physician, was calling and calling my office at The Upper Deck Company. Back then, our switchboard was constantly overloaded, and even with multiple operators, getting through on the main number was a hurdle for anyone, let alone someone dealing with a family emergency.
As a recent guest with a question and concern about a lost item during that recent stay, I know from experience that a left-behind item needs to be addressed immediately, as the longer it takes to locate the missing item, the less the chance of actually getting the item back. In reality the vivid memory from 1991 and the recent experience of a hotel not answering the main phone number are not really much different. Without a dedicated phone line being answered, it only led to feelings of being powerless, frustrated and angry, leading to negative feelings about the property and a damaged reputation for the hotel.
Another risk of needing a 24-hour phone line is the potential for security breaches. Hotels have a responsibility to keep their guests safe, and part of that responsibility includes having security measures in place. If guests are unable to reach hotel staff in case of a security breach, the situation could escalate quickly, putting everyone in danger.
Additionally, not answering the main phone number can lead to missed opportunities for the hotel. This can result in lost revenue and negatively impact the hotel’s bottom line. Guests may call to book a room or inquire about availability, and if no one answers the phone, they may move on to a competitor.
But there’s another risk. Hotels that do not have a 24-hour phone line may also be violating local regulations and laws. Some jurisdictions require hotels to have a dedicated phone line available at all times to comply with safety and security standards. Failing to meet these requirements can result in fines, legal action, and a tarnished reputation for the hotel.
Hotels must provide a safe and secure environment for their guests and staff. Hotels must prioritize guest safety and satisfaction by providing a reliable and dedicated phone line for guests to reach staff at any time of the day or night. Answering the main phone number 24 hours daily is crucial to meeting that obligation. Failure to do so can only lead to delayed emergency response times, miscommunication, security breaches, lost opportunities, and legal consequences.
So if you own, operate or manage a hotel, just answer the phone.