Update on the Boston Hyatt housekeeping story

by Scott Carmichael on

Yesterday, we reported on a bit of controversy brewing in Boston where Hyatt hotels had reportedly fired all their housekeeping staff after “tricking” the staff to retrain their replacements without their knowledge.

As with most stories, there are two sides to this one, and we have asked Hyatt to clarify their position.

As it turns out, the original story may not have been entirely correct. Their entire statement is posted after the jump, but the bottom line is that the story of staff being tricked was not true.

Hyatt also made it clear that the current economic climate gave them no choice. The staff were given a severance package, and Hyatt extended their health benefits until the end of 2009. In addition to this, Hyatt will invest in retraining them.

Obviously, firing staff is never a thing any company wants to do, but the travel world has been hit harder than ever this year. When the only available options are to trim your workforce, or close an entire hotel, someone obviously had to make the tough choice. I’d like to thank Hyatt for providing the other side to this story.


Statement Regarding Boston Hotel Housekeeping Staff – 9.18.09

At Hyatt, we value and respect all our associates, care about the communities in which we operate and deeply regret whenever staff reductions are necessary. The difficult decision to outsource the housekeeping function at our Boston properties was made in response to the unprecedented economic challenges those hotels are facing in the current business environment. It was not made lightly.

A precipitous drop in revenues at our Boston hotels has made major cost cutting measures necessary. The decision to outsource the housekeeping function is the most recent in a long series of efforts to control costs. We have eliminated management positions at all three hotels, reduced staff in multiple departments and made significant cuts in sales, marketing and administrative budgets.

Though the business downturn has necessitated difficult decisions for us as it has for so many other employers, Hyatt always strives to treat its employees with care and consideration. Despite what has been reported, the hotels in Boston have treated their housekeepers with fairness and dignity. Press reports suggesting that we “tricked our associates into training their replacements” are absolutely false. The transition to contract housekeeping services was not sudden and secretive. In fact, the company providing housekeeping services to our Boston Hotels – Hospitality Staffing Solutions (HSS) – has been working with two of the three hotels for more than three years, with Hyatt and HSS employees working side‐by‐side every day. When the properties completed the transition to all contract personnel in housekeeping on August 31 approximately half of the housekeeping staff at two of the three Boston Hyatt Hotels were HSS employees.
We are providing resources and support to assist employees who have lost their jobs as they seek new employment.

  • The housekeepers were invited to apply for open positions at the three hotels, howeverthere are very few positions available due to economic conditions. They will continue to be welcome to apply for jobs at Hyatt hotels as positions become available.
  • We worked with local hotels and provided each housekeeper with current job openings.
  • We provided them with an Employee Assistance helpline, assisted them with benefit transition paperwork.
  • We provided severance benefits.

Because we have a longstanding relationship with HSS, we’re confident that HSS personnel working according to Hyatt standards can provide Hyatt‐quality housekeeping services.
The savings realized from these arrangements contribute significantly to the financial stability of our properties, which allows us to continue to provide services to our guests and enables Hyatt properties to continue to be major employers in the Boston area.

The HSS employees serving our properties in Boston are living in the area. They are not from outside of the community. So the notion that jobs were exported to somewhere outside of Boston is inaccurate.

Contrary to published reports, HSS does offer a wide range of benefits to its employees.
Hyatt properties continue to be significant employers in Massachusetts with approximately 600 employees.

Hyatt hotels in Boston outsource housekeepers in a dirty deal

by Jamie Rhein on

Pulitzer Prize-winning columnist Connie Schultz is a bit disgusted with three Hyatt hotels in the Boston area. As she wrote in her column in Sunday’s The Plain Dealer, the management of these hotels recently had longtime housekeepers train a fresh crop of housekeepers who had been imported from Georgia.

The longtime housekeepers, one who had been with the company for 22 years, thought they were training staff to fill in for vacation leave hours. They thought this because that’s what management told them.

Boy, were those housekeepers duped. They were let go as soon as the new employees were trained. In all, 100 workers were given the heave ho. Those who were brought up from Georgia are cleaning rooms for almost half the salary of the longtime employees, plus they don’t receive benefits. The longtime housekeepers did.

Schultz isn’t the only one who is disgruntled with the management who has tossed out loyalty in the name of the bottom dollar. The mayor of Boston is calling the move “crude business” and hundreds turned out to protest outside the Hyatt Regency Boston last Thursday. This Boston Globe article that outlines the controversy also states that there is talk that people should boycott the Hyatt hotels that practice such dirty business.

Along with not knowing much about fair play, it seems that the management of those Hyatt hotels should consider this: If part of what one pays for at a higher end hotel is great service, cutting corners on salaries of those people who clean drinking glasses and the toilets may not be the best plan. Remember those hotel drinking glass horror stories that came out two years ago?

Picking the best hotel room – when cheap delivers more than upscale and expensive

by Scott Carmichael on

We are already halfway through our hotel month here on Gadling. In the past week weeks, we’ve written hotel reviews, shown some wacky minibar finds, and described the best way to pick a hotel brand.

Today’s article is going to try and explain some of the logic that goes into picking the best hotel room, and getting the best value for your money. The examples in this article will be based on real hotels, real rates and real stays.

If you are not interested in amenities, and just want to get the cheapest possible room, then this article really isn’t going to help you much. Instead, the target audience for this article is the hotel guest who doesn’t mind paying some extra for their room. After all, paying more gets better service and amenities, right? Wrong!Here is a real world example of the tale of two rooms – you need a room in Chicago, so you start your search. Your requirements are simple; you want a spacious room with a view, a king bed and free Internet access.

Lets pick 2 of the more popular hotels in downtown Chicago (within 5 minutes of each other):

One of these rooms is a 2 room suite on a high floor (with a view of the Hancock building), a kitchen, free breakfast, flat panel HDTV’s in both rooms, recently renovated and access to free wired and wireless Internet.

The other is a smaller room with outdated furnishings, and comes without a “view”. The room does come with butler service and a DVD player. As an added bonus, the hotel does offer wireless Internet, but the signal is too weak to pick up in your room.

Of course, the larger room is the cheapest here. The concession of picking the cheaper hotel is that you don’t get that “luxury hotel” feeling when you step into the lobby. That said, the service in the cheaper hotel did feel much more relaxed and the free breakfast was a great deal.

Of course, I’m not trying to tell you that you should never stay in an expensive hotel – sometimes the occasion calls for some added luxury, but on a “normal” stay, upscale hotels can’t always provide the best value for money. The more expensive hotel often offers better amenities (spa services, valet parking etc…). However, when you are saving $147 a night, you’ll actually have money left to pay for those spa services.

So, next time you head to the hotel booking site, try and think smarter. This will require some homework, as not all cheaper hotels are going to be a good deal. Many of those hotels may not have been renovated in years.

Hotel review sites can be a great tool for this. Try to stay away from the room photos provided by the hotel and do searches for user submitted reviews photos through sites like Tripadvisor or Hotels.com. These photos often paint a much more honest picture of the hotel. When reading reviews, skip the ones with rants and complaints with hyperbole as too many people post totally useless reviews. A good article on how to use Tripadvisor can be found here.

If you do your homework, and read through all the real reviews and photos, you may be able to find that one gem that is able to save you $150 a night. Sure, you may not be in the luxurious location you had expected, but you’ll be able to sleep better at night knowing you’ve got more money to spend on worthless souvenirs.

Hotels chains – picking the right one and how to become a loyal guest

by Scott Carmichael on

Welcome to the Gadling hotel month! There is no better time of the year to learn more about hotels, how to pick the right hotel and how to become loyal to one chain. In today’s article, I’m going to teach you as much as I can about picking the right brand and how to become (and stay) loyal to one chain. Before we continue, let me explain something really simple about the hotels:

The world is made up of 3 different kinds of hotels:

  • Chain hotels that are part of a large hotel group
  • Chain hotels with just one brand
  • Stand alone hotels, B&B’s and any other property not part of a group

We’ll start with chain hotels that are part of a large hotel group – you’ll find some of their logo’s printed above. These are the leaders of the hotel world (sure, I may have missed a couple), but the bottom line is that a handful of companies own and/or operate a huge amount of the hotels in the world. There are some pretty big advantages to each sort of hotel operation, and when you pick the right one, you’ll increase your chance of having an enjoyable stay.
Chain hotels that are part of a large hotel group

Chain hotels are the ones you are most likely to come across when searching for a hotel. Chain hotels are the Starwoods and Hyatts of the world. These chains have been around for years, and the largest of them operate as many as 3000 properties.

Of course, none of these companies own every single one of their locations, but they do provide marketing, booking systems and branding for anyone who meets their standards and would prefer owning a branded hotel over just another “hotel”.

The most important reason to pick a hotel that is part of a large chain is simple – consistency. Granted, a Hyatt in Spain may not look exactly the same as a US Hyatt, but the hotel will be held to the same standards as its US counterpart. Picking a consistent hotel is great if you want to feel a little more at home. There is something oddly comforting about driving through a weird city, then arriving at your favorite hotel brand. Outside may look, smell and sound different, but inside the hotel, its all vaguely familiar and reassuring.

The largest multi-brand hotel chains in the world are:

  • Starwood – operates the Sheraton, W Hotels, Aloft, Four Points, Le Meridien, Westin, Element and Luxury Collection properties
  • Hilton – operates the Hilton, Conrad, Doubletree, Embassy Suites, Hilton Garden Inn, Hampton, Homewood Suites, Home2 Suites, and Waldorf Astoria properties
  • Hyatt – operates the Grand Hyatt, Hyatt Regency, Park Hyatt, Hyatt Resorts, Andaz, Hyatt Place, Hyatt Summerfield Suites and Hyatt Vacation Club properties.
  • Marriott – operates the Marriott Hotels & Resorts, JW Marriott Hotels & Resorts, Renaissance Hotels, Courtyard, Residence Inn, Fairfield Inn, TownePlace Suites, SpringHill Suite and Marriott Vacation Club properties
  • Choice Hotels International – operates the Comfort Inn, Comfort Suites, Quality Inn, Sleep Inn, Clarion, Cambria Suites, MainStay Suites, Suburban, Econolodge and Rodeway Inn properties
  • Wyndham Worldwide – operates the Wyndham hotels, Ramada, Days Inn, Super 8, Wingate, Baymont Inn, Microtel, Hawthorn Suites, Howard Johnson, Travelodge and Knights Inn properties
  • Intercontinental Hotel Group – operates the Intercontinental hotels, Crowne Plaza, Hotel Indigo, Holiday Inn, Holiday Inn Express, Staybridge Suites and Candlewood Suites properties
  • Carlson – operates the Radisson, Park Plaza, Country Inns and Suites and Park Inn properties
  • Kimpton hotels – operates the Hotel Palomar, Hotel Monaco hotels as well as a variety of Kimpton boutique properties

These chains offer something in almost every price range – take for example the hotels that are part of the Intercontinental Hotel Group. This chain can offer you a $300/night room in their Intercontinental hotel, or a $59/night room at a Candlewood Suites. The hotel you pick will depend on the level of comfort you want, the amenities you desire and of course, your budget. Whichever way you go, this one hotel chain will have 7 different hotel brands to pick from, often with up to 30 or 40 properties within a 50 mile radius.

Hotel brands offer more variation than just price and comfort. The hot trend in the hotel world is offering lifestyle hotels. Most chains have opened, or are working on opening at least one brand of hotels focusing on a younger, hipper guest.

Starwood has been quite successful in this segment with their Aloft hotels. This spinoff from their (equally successful) W brand offers rooms in a modern environment – you won’t find the old worn carpet at these destinations. A similar brand is being developed by Starwood with a focus on extended stays – their Element hotels are a spin-off from the Westin brand, and offer rooms with a focus on healthy living. 6 Element hotels are already open, with another 20 opening in the coming years.

A good example of another new hotel brand is the Cambria Suites concept which we reviewed here on Gadling. This hotel clearly shows how a hotel operator designed a new brand, and built a fantastic hotel around it.

A great benefit of a chain with multiple brands is the ability to earn and redeem points within the chain. If you are a frequent guest at an affordable Hilton property, you can save up all those points, and redeem them for some free nights at a Conrad. Turning cheap stays into free stays at a really expensive property is a fantastic perk.

Here are the pros and cons of picking a large hotel chain with multiple brands:

PROS:

  • Consistency amongst brands
  • Ability to earn points/free stays within the various brands
  • Easy booking system for multiple brands on a single booking site

CONS:

  • Consistency tends to become boring for frequent guests
  • Prices are often higher than local unbranded options

Chain hotels with just one brand

Single brand hotel chains are owned and/or operated by just one company. Instead of offering multiple brands, they focus on one famous name, and all hotels adhere to that name and the standards set by the brand.

Best Western is a good example of this – they operate over 4000 different hotels, in 80 countries. Unlike the chain hotels mentioned previously, Best Western does this under just one name (technically they also offer several upscale properties called Best Western Premier).

The largest / most popular single-brand hotel chains in the world are:

  • Best Western
  • La Quinta Inns and Suites
  • Four Seasons
  • Mandarin Oriental

Here are the pros and cons of picking a large hotel chain with multiple brands:

PROS:

  • Large number of properties
  • Ability to earn points/free stays within the brand
  • Amenities and services are usually very consistent from hotel to hotel

CONS:

  • Often large differences in quality between various properties
  • Despite similar amenities and services, prices can fluctuate greatly between locations


Stand alone hotels, B&B and any other property not part of a group

The third and final segment of the hotel industry is the stand alone hotel. These hotels usually operate just one or two hotels under their name, and are not part of a chain or other “mother brand”. These properties vary from a 2 bedroom B&B to a 1500 monstrosity in a busy downtown area.

Stand alone hotels can often be a much more enjoyable place to stay as you don’t have to deal with corporate rules. That said – smaller chains don’t have the support and technology often found within larger chain hotels. Investments in new technology are not as common, especially in the booking and reservation systems.

Here are the pros and cons of picking a single hotel or a very small chain:

PROS:

  • Hotels often offer a more comforting environment, without the busy branding of a large chain
  • Properties can often be more personal for frequent guests

CONS:

  • Frequent guest programs are only available at one property making it harder to earn points/free stays
  • Booking systems are often primitive or hotels do not participate in large third-party booking engines like Expedia or Hotels.com

Picking the right hotel is not too hard – if you just need a hotel for your yearly trip, your most important factor is going to be availability, amenities and budget. A vacation hotel won’t be better or worse for you if it is part of a larger chain. If you are a more regular traveler, then it really does start to pay to pay attention to your brand loyalty.

With generous bonus awards and perhaps an affinity credit card, you could be on your way to a free stay after just 4 or 5 nights. I recommend signing up for every program you can, and trying to avoid staying at a hotel without being part of the frequent guest program. Even if you never stay with them again, adding your membership number to your reservation will save you the hassle of having to request the points after your stay.

If you are traveling for work, be sure to pick a hotel chain committed to offering the services and amenities you need – don’t settle for a chain that has the balls to charge for Internet access.

If you start to stay at a chain on any regular basis, you’ll slowly start to see the rewards of that loyalty. Besides the obvious stay bonus, you may be eligible for a room on a “preferred floor”, and you may even get access to the hotel lounge. To burst your bubble and dreams of the hotel penthouse – a real valued guest is someone who’ll stay with the hotel chain over 75 nights a year.

That entry level silver or gold card is going to be generally useless. Before you move all your dollars to one chain, do the math and check whether it is going to be worth aiming for the top tier. If you only have 10 nights planned all year, the platinum or diamond tier is going to be way out of your reach.

Once you do hit a high(er) tier, it may be time to shop around for a new chain. When I traveled for work, I was top tier with 3 hotel chains, but when one of them screwed up (badly), I decided to see whether brand X was interested in my business. As it turns out, they were, and a quick fax of my statement with hotel brand Y got my status “comped”, as well as some other perks that made it worth my while to switch my business.

Bottom line is that you should pick a hotel that makes you feel welcomed – if you don’t like the vibe of a specific hotel brand or chain, find something that fits your style. With so many new hotel concepts, it isn’t too hard to find the style that fits you best. You no longer have to settle for a boring room with a flower pattern comforter and a loud window mounted AC unit.

Gadling Giveaway – win a free night at a Hyatt hotel (day 5)

by Scott Carmichael on

To celebrate the relaunch of their Gold Passport loyalty program, Hyatt is giving away thousands of prizes at their promotional site “The Big Welcome“.

I wrote about their contests last week, and how you can enter to win 365 nights and one million frequent flier miles.

Today is the fifth and final day of our five day contest, which means everyone gets another fresh chance to win their own free night at any Hyatt in the world (excluding Quebec).
Today’s contest is a simple one – just leave a comment – anything at all, but only after you have made sure you entered the 4 other free night giveaways posted below!

Leave your answer in the comments below, and remember to enter day one , day two , day three and day four of the contest!

  • To enter, simply leave a comment answering the question posted above.
  • The comment must be left before Friday April 17th 2009 at 5:00 PM Eastern Time.
  • You may enter each of the 5 daily Hyatt giveaways only once.
  • One Prize Winner will be randomly selected to receive one free night in a standard hotel room at any Hyatt hotel in the world, excluding Quebec.
  • There is no requirement to sign up for a Gold Passport account for entering the contest unless you are selected as a winner. If you are selected as a winner, the free night will be credited to your Hyatt Gold Passport account and can be cashed in much like frequent flier miles. Winners can sign up for a Gold Passport account at no cost.
  • Open to legal residents of the 50 United States, and the District of Columbia who are 18 and older.
  • The total value of each prize is approximately $190
  • Click here for the complete official rules of this giveaway.