It’s been a bit hectic at home this month, so I had to go back to Fuzhou, and I’m still there. I haven’t written for a long time. I was too pumped from last night’s drinks tonight and couldn’t sleep, so let me type it out instead.
Today I want to talk about the services offered by higher-end hotels.
When we talk about service, let’s skip the budget-chain hotels first. Service is based on the hotel’s positioning. A budget chain can be four or five times cheaper than a luxury property, but staying in a premium hotel may not always be worth paying four or five times more. So when choosing a hotel, pick according to your trip plan and be practical. If money is no issue and you always stay in luxury places when you travel, then go ahead. Please take my bow for that.
Let’s start from the first thing you usually encounter.
Airport pickup service
The hotel will have a dedicated bell staff member waiting at the airport with a sign showing your name and the hotel name, helping you get into the hotel vehicle. Once you’ve picked up your luggage, go straight to the pickup sign with your name on it.
Car types can differ quite a bit depending on the hotel’s service level and your choice—some use a van, some use a limo. I can’t list every price even if I spent half a night searching, so I’ll skip that. A limo is definitely more expensive than a taxi, but they can handle your luggage, do the pickup, have towels and fruit waiting in the car, and usually avoid detours. I think it is still worth spending money on this full-service package.
When you get to the hotel, there is usually a doorman to open your car door. If you came by taxi, a careful doorman will copy down the taxi plate number on a card and give it to you. Before the taxi door closes, he may check whether you left anything behind.
If someone gives you such a card, please try to take it. Respect the person’s work. If you lose something, it helps you identify the taxi. Also, these cards usually include the hotel name and address, so if you get lost later you can show it and get home.
Most premium hotel entrances are sliding doors, not revolving doors, and a doorman will open the door for you. The idea is simple: from the moment you enter, you should already feel the hotel service. Even in revolving doors, a doorman may still stand behind to greet you. If you’re a regular, staff may call out your last name directly, which gives you a welcoming-at-home feeling. Imagine it: is it nicer to hear Welcome to the hotel or Good morning, Mr. X?
After entering, you’ll usually see several counters and one table. In order: Concierge, Front Desk, Duty Manager.
The front office manager typically works 9-to-5, while the duty manager is on three shifts, 24/7, so most of the time it’s the duty manager at the front desk with the biggest authority. If you need to push something through—usually bargaining and back-and-forth complaints—ask for the duty manager. The front desk sometimes has less authority.
If you’re still not satisfied with how it’s handled, you can ask him to escalate to his supervisor the next day. Above him there’s the resident manager and the general manager, so there is still room for escalation. If that still doesn’t work, you can contact corporate customer service, but in conflicts, keep it within limits and don’t make it too awkward.
Front desk is not that useful for much else: they mostly handle check-in and check-out, and if the mood is good, they can chat and throw in small perks. A front desk staff member who walks you to the elevator is definitely a good one.
The concierge department runs deep. They can help you or guide you with almost anything you want. Most things are listed as allowed in the employee handbook, some are not—but they might still help with those. I’ll stop at that.
Basic stuff after check-in, such as looking up info, running errands, booking a car, buying what you need—these are all basic moves, like the helpful innkeeper in a martial arts novel who seems to know everything for a few silver coins.
Besides the counters, there’s also the baggage service. From arrival, they take care of your luggage, then bring it to your room and place it neatly on the rack, explaining hotel facilities on the way and room features once you’re inside.
Given all that service, don’t be stingy with a tip. At high-end hotels, carrying your own luggage upstairs yourself feels a bit awkward. If you’re paying this much, does this small amount really matter?
Guest rooms are basically the same: one bed, one desk, one small sofa, around 20-40 square meters. The only real difference is room design, which is also a major selling point for hotel groups. If you’re picky about bedding and in-room supplies, you can compare and choose.
There are a few things in rooms that may not be used often but are important. I’ll point out a few:
＊ Behind the room door is a fire evacuation map showing your current location and the emergency stairwell locations. A decent hotel usually has at least three or more escape stairs.
＊ Fire emergency: never take the elevator.
＊ Safe: usually self-set with a four-digit password, sometimes activated by swiping a credit card.
＊ Gas mask, usually hanging in the wardrobe.
＊ A Bible in the nightstand; don’t flip through it if you’re not interested.
＊ A flashlight is typically on the bottom shelf of the nightstand and ready to use.
A flashlight and gas mask may seem unnecessary, but in a critical moment they can save your life. Remember what I’m saying and stay alert.
I’ll talk about how to move in a fire next time.
As for food, there’s not much else to add. If you’re lucky enough to be upgraded to an executive floor or suite, you can use the executive lounge. Executive lounges are usually open twice a day: roughly 4:00 p.m. to 8:00 p.m. for happy hour, and once during breakfast time, with exact times varying by property.
These executive benefits are generally available to high-tier members. But you can buy them too, and I think it’s worth it. If you booked a budget room and didn’t receive executive treatment, you can pay to upgrade to an executive floor—after all, two meals and some executive-member perks are actually pretty nice.
As for tipping at the executive lounge, I usually decide based on how the meal went; if it was good, I’ll tip a little. If you don’t want to tip, clean up after yourself and leave.
Around 9:00 p.m., there is a turndown service. The name sounds a little suggestive, haha. HSKP staff will make the bed, draw the curtains, turn on a night light, maybe bring a small dessert, or fold a bath towel into a little animal.
When you’re trying to sleep, you don’t really need hotel service. If you truly need extra service, remember to ask the concierge downstairs. But these requests can be illegal, so keep it to yourself.
Also, don’t expect too much from room soundproofing, even in high-star hotels.
The next day, if you’re in a rush, pack your luggage and store it at the concierge desk. If you request luggage assistance, they’ll also check whether you left anything behind in the room. So yes, money really is useful.
Then go for breakfast. At checkout, remember to verify your bill. Many upscale hotels’ mini bars are very smart: even if you didn’t use anything, just opening it to take a look might still be charged to your account. That’s not really fair.
After your trip ends, what they can do is see you to the exit.
Before leaving, you can stand at the entrance and have a doorman call a car for you. You can still choose the hotel vehicle to the airport. Or you can ask the concierge to book a cheaper taxi—again, keep it discreet.
The concierge’s gray-zone favors above are YMMV; not everyone is willing to help, so you know the drill.
Service is truly value-for-money. If you don’t notice the details, it can feel like a poor use of money. What I listed is only part of the stay experience. To get more, it depends on whether they can pleasantly surprise you.
People naturally move upward over time. In youth, you stay in budget places; once you have the financial base, aim for a higher level. That’s a more successful life path.