British travellers, known for their politeness, may actually be committing a faux pas by refusing help from hotel staff, according to etiquette expert William Hanson. He says that turning down porter and concierge services is not modest but inconsiderate, as these services are part of the hotel's offering and should be accepted graciously.
The Problem with British Politeness
After a long flight and sweaty coach transfer, dragging a suitcase up stairs is the last thing guests want. Yet many Brits feel they should not trouble staff. William Hanson, author and host of The Luxury Podcast, explains: 'There can be a tendency, particularly among Brits, to feel one ought not to “trouble” anyone, but this is quite misplaced. Making use of such services is neither indulgent nor inconsiderate; it is simply part of the hotel’s offering. One should accept it graciously rather than attempting to soldier on unaided.'
He adds: 'The use of porters and concierge services has, regrettably, declined. In a well-appointed hotel, one is not expected to trundle one’s own luggage down endless corridors. That is precisely what the staff are there for.'
Honest Feedback Over Silent Complaints
British politeness also leads to problems with reviews, Hanson claims. Rather than saying 'yes' when asked if something was satisfactory, only to later complain on TripAdvisor, he advises being honest with staff. 'One can be both polite and assertive; the two are not mutually exclusive. A simple, measured explanation of the problem gives staff the opportunity to put things right, which is surely preferable to silent dissatisfaction,' he says.
Morning Alcohol and Other Habits
Hanson also has a strong opinion on morning habits. While many enjoy a morning mimosa or cheeky pint with breakfast on holiday, he says this 'British quirk…tends to raise eyebrows, even among those from wine-making or beer-brewing countries.' He also advises guests to properly thank the hotel with a 'brief note of appreciation, whether left in the room or written online,' saying that 'acknowledging good service is every bit as important as calling out shortcomings.'
Research Shows Etiquette Slipping
Commissioned by Hotels.com, new research suggests that while the majority of British travellers have a very positive view of their own conduct, 40% feel that hotel etiquette is slipping more generally. The most commonly cited faux pas is being rude to staff, followed by noise late at night and drunk and disruptive behaviour. Other habits include leaving rooms excessively messy, stealing from rooms, queue-jumping at breakfast buffets, and reserving sun loungers with towels for long periods.
The Grand Etiquette Hotel Guide
Hotels.com has partnered with William Hanson to produce the 'Grand Etiquette Hotel Guide,' offering tips on how to behave when staying at hotels. The site has also refreshed its loyalty programme, offering holidaymakers £100 in Hotels.com cash that can be redeemed against future bookings after 10 eligible nights.
Key Tips from the Guide
- Treating staff kindly: Treat every member of staff, from the cleaner to the manager, with genuine respect. Staff are far more likely to go the extra mile for a guest who treats them as valued individuals.
- Public decorum: Move through hotels quietly, especially in later hours, keeping voices low and footsteps gentle. A well-enjoyed drink need not become a public performance.
- Hotel room care: Lighting a cigarette indoors undermines the space and experience for future guests and inevitably results in penalties. Keeping your space in reasonable order ensures housekeeping can do their job.
- Hotel facilities: The kettle exists for hot drinks only. People who use it for laundry deserve to be cut off from society. Slippers and toiletries may accompany you home; larger items most certainly may not.
- Eating at the hotel: The breakfast buffet is not a free-for-all but a civilised ritual governed by the simple act of queuing.
- Sun-lounger protocol: A lounger is not secured by textile alone but by presence.
- Loyalty programmes: By consolidating bookings and collecting rewards, one quietly accumulates tangible benefits, including upgrades and other small luxuries.
