More than half of Brits have confessed to being rude to hotel staff, a common mistake that can sabotage their entire stay, according to new research from Hotels.com. The study found that 40% of Brits believe their hotel manners are slipping, while 51% admitted to treating staff poorly.
First impressions matter from the moment you walk in
Etiquette expert William Hanson, speaking exclusively to the Mirror, warned that guests are judged by service staff from the moment they enter the hotel. "The worst thing to do at a hotel is to treat the staff badly," Hanson said. "No one deserves to be treated with anything but dignity and compassion - it's so basic."
He added: "You don't need to have gone to an etiquette school just to know that everyone needs basic good manners. It's just being nice to each other, and if you don't think that's needed in a hotel environment, or in any environment, then that's quite sad."
How behaviour affects upgrades and service
Hanson cautioned that staff form a first impression of guests within the first minute at the front desk, which can influence whether they receive an upgrade or a welcome drink. "Some guests don't realise that you are being watched the moment you arrive," he said.
The research also revealed that 25% of Brits leave their hotel room excessively messy, and 23% admitted to washing their underwear in the hotel kettle. Hanson advised guests to be conscious of their room's condition, noting that while making the bed is not required, leaving clothes and items strewn across the bed makes housekeeping difficult.
William Hanson's grand etiquette hotel guide
In response to the findings, Hanson created a guide with Hotels.com, emphasising that small, thoughtful behaviours lead to big rewards, from a better night's sleep to savings on future trips. Key tips include:
- Treat staff with dignity: Respect every member of staff, from cleaner to manager, to unlock personalised service.
- Keep hallways quiet: Move through corridors with restraint, especially late at night.
- Moderate drinking: Avoid public intoxication in shared spaces.
- No smoking indoors: Lighting cigarettes in hotel rooms leads to penalties and disrupts future guests.
- Keep room tidy: A reasonable level of order helps housekeeping do their job efficiently.
- Use kettle only for hot drinks: Do not attempt to wash clothes in it.
- Don't assume ownership: Slippers and toiletries may be taken, but larger items should not.
- Queue at breakfast: The buffet is a civilised ritual requiring patience.
- Avoid towel-based sun lounger reservation: Presence, not towels, secures a lounger.
- Use loyalty programmes: Consolidate bookings to earn rewards, such as Hotels.com Rewards offering £100 in Hotels.com cash after 10 eligible nights.
Hanson concluded: "Just be conscious of a hotel. Obviously, you are paying for it, you are going to be looked after and sort of pampered to whatever level of hotel you're in, but it's not your own house."
