Hotel Filth can kill you

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How to Avoid Staying in a Filthy Hotel RoomAvoid Filthy Lodgings
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Before ever resting your head in an unfamiliar bed, follow Peter Greenberg?s checklist of steps to keep the germs away. Plus, find out which seven hotels he names among the worst in the world.
By Peter Greenberg

Want to know the No. 1 dirtiest thing in a hotel room? The remote control.

Think about that for a minute.

But wait ? there's a lot more dirt about hotels that you probably don?t know.

In years of traveling, and years of staying in hotel rooms, I've developed a protocol I use every time I check in, which I?m about to share with you.

The first thing you need to do in your hotel room is to walk over to the bed, remove the comforter and toss it in a corner. Never look at it again.

Then, pull out a packet of disposable disinfectant wipes ? which you should always carry when you travel ? and wipe down the doorknobs, telephone ? and remote control.

Next, walk over to the bathroom and take a look at the drinking glasses. Do they look clean? Perhaps they are. But you need to consider this: Most hotel maids are responsible for cleaning a dozen or so rooms in one eight-hour shift, which means that some items are going to get the short shrift. If your room was the 11th or 12th in her shift, there's a good chance she was running out of time. And if that?s the case, some maids have been known to give the glasses a cursory wipe or rinse before putting them back on the counter. My advice: Turn the hot water on in the bathroom and run the glasses under that water for at least two minutes before you even think about drinking from them.

The same goes for coffeepots, mugs and even the ice bucket (which is why most hotels provide a liner). Never assume that shared items in a hotel are as spotless and sanitary as they are in your own home.

Finally, you should call housekeeping and ask for extra pillows. Why? Because odds are the new pillows from downstairs are fresher and cleaner than the ones on your bed. And that goes double for the extra pillows stashed in the closet.

Bottom line: Assume the worst and then be proactive about cleaning it up.

How to tell if your hotel has good service

Just because I travel 400,000 miles a year doesn?t mean I enjoy only four-star properties. To me, a ?good? hotel isn?t about the thread count of the sheets, the size of the room, the view or having brand-name shampoo in the bathroom. Other than sleeping and showering, most of us don?t spend a whole lot of time in our hotel rooms.

No, the real criteria for a good hotel room are safety, location, light in the room (not "mood lighting" but light you can actually use to work and read), Internet connectivity, water pressure and, perhaps most important of all, great service. If someone at the hotel anticipates my needs and follows through to meet them, I?ll be a loyal customer.

It's called service. And there's a sure-fire way to determine if your hotel really is service-oriented. I call it my Diet Coke test.

Here?s how it works: Ask for any carbonated soft drink at a bar, and chances are it comes out of the ?gun.? It's either too syrupy, overly carbonated or has an aftertaste of another brand of soda. It?s much better to be served a drink that comes from a can or a bottle.

Several years ago, I stayed in a Ritz-Carlton and asked the waitress for a can of Diet Coke. She insisted that it wasn?t possible because sodas were served from that gun dispenser. When I pointed out that there must be cans of Diet Coke in the vending machines and for room service, she grudgingly got me one
 

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Compare that to a freezing night I spent at a Best Western in Canada. When I ordered a can of Diet Coke at that hotel?s coffee shop, the waitress asked me to wait, put on her coat, crossed four lanes of highway traffic to the convenience store, and bought me a six-pack of soda. Which one of these hotels do you think is worth five stars in my book? (Since that Ritz-Carlton incident, most of their hotels now stock bottles and cans, but you get my point.)

That said, I?ve stayed at many unpleasant hotels around the world. And I?ve had to sleep on the floor of the Cairo airport more than once, so don?t think my perception is skewed by years of luxurious treatment.

In my book ?Don?t Go There! The Travel Detective?s Essential Guide to the Must-Miss Places of the World,? I rounded up some of the worst hotels in the world. And here are a few of the absolute worst:

Miami International Airport Hotel, Miami: Let?s just say I?d rather sleep in the terminal. If getting to your gate at Miami International requires the navigational skills of Ponce de Leon, try finding this hotel in the middle of all that mess. Not to mention it has some of the smallest rooms I?ve ever seen.

Westin Los Angeles Airport, Los Angeles: They?ve really let this place slip. The corner suites have balcony hot tubs so you can watch planes take off while you?re soaking ? a great concept, but one look at the hot tubs will put an end to that plan.

The Adolphus, Dallas: This hotel was once a favorite of mine, but after years of neglect, it?s become shabby and outdated ? not a good look for a five-star property.

Hyatt Regency, Atlanta: This old, tired convention hotel desperately needs a convention of maids to check in.

Hilton Paris, Paris: This property is in a great location, but management is just running a holding pattern while the owners try to sell the hotel. Unfortunately, it hasn?t exactly been putting on its best face, so there have been no buyers ? and the experience for guests isn?t getting any better.

Hotel Carter, New York: Named the dirtiest hotel in America by TripAdvisor, this 700-room hotel is centrally located, affordable ? and downright filthy. A sordid past of murders and freak accidents doesn?t help its reputation.

Days Inn Vanderbilt/Music Row, Nashville, Tenn.: This place is so bad that when I was writing my book, we asked the city?s health inspector to take a look. And guess what? It failed. It scored 69 percent (a passing score is 70) and had three critical violations: improper storage of toxic items, at least one nonworking smoke detector and ?improperly sanitized guest-room linens? (translation: hair and crumbs in the beds). At last check, the building was operating as a West End Lodge and was scheduled for demolition. And I say: Good riddance.

Peter Greenberg is the travel editor for NBC?s ?Today? show, CNBC and MSNBC, the author of The New York Times best-sellers ?Don?t Go There!? and the ?Travel Detective? book series, and host of the nationally syndicated Peter Greenberg Worldwide Radio show. He is also contributing editor for Men?s Health and Best Life magazines, a contributor to The New Yorker magazine and a guest on
 

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Luxury hotels are off-limits

Luxury hotels, especially, are feeling the drop-off.

In November, they experienced a bigger decline in occupancy ? 15% ? than other types of hotels, according to figures compiled by Smith Travel Research. During the first full week of January, occupancy at luxury hotels fell 24%, compared with the same week last year.

Many travelers who used to stay at luxury hotels "are trading down," staying at less-expensive ones, says Will Marks, an industry analyst for JMP Securities.

The National Business Travel Association found that 96 of 147 corporate travel managers surveyed in October suggested their employees switch from luxury hotels to those with lower rates. The NBTA represents about 4,000 travel managers and suppliers.

Besides the weak economy, the "AIG effect" has had a major impact on luxury hotels' occupancies, says Vivian Deuschl, vice president of The Ritz-Carlton.

Companies are concerned about being seen as spending too much after insurance industry giant American International Group (AIG) was blasted by Congress last fall for spending $440,000 on an executive retreat at a California resort after being bailed out with taxpayer money.

Most of Ritz-Carlton's 72 hotels "have adjusted staffing levels downward, reduced hours and closed some dining outlets," Deuschl says.

"We have not compromised service levels but definitely have taken a hard look at operations and staffing and are trying to salvage jobs wherever possible."

Deuschl says Ritz-Carlton hotels offer discount packages but aren't having a "fire sale" on rates. Some Ritz-Carltons have lowered room rates, however.

At the chain's hotel in Philadelphia, for example, rates have dropped 10% to 15%, says Michael Walsh, the hotel's general manager. On Feb. 5, the hotel's website was charging $199 to $364 a night for a stay in mid-February.

Hotels with less-expensive room rates also are adjusting to the downturn.

Best Western spokeswoman Marie Yarroll says the chain, which has about 2,100 independently owned U.S. hotels, imposed a hiring freeze and other measures last year to "free up additional dollars for marketing."

Marriott has not filled some vacant jobs, and most of its more than 2,600 U.S. hotels have "instituted contingency plans with very tight cost controls," according to a company filing in October with the Securities and Exchange Commission. Marriott hotels also have reduced restaurant hours and made menu changes, company spokesman John Wolf says.

Guests notice cutbacks

Hotels cannot hide all the cutbacks. Some frequent travelers say they're starting to notice little things.

Some amenities ? such as a bottle of water in the room or a newspaper delivered to the door ? are gone. The quality of complimentary food and beverages has diminished in some club rooms or lobbies, or at hotel managers' guest receptions, they say.

Because many hotels have cut their staffs, frequent travelers say they're waiting longer to check in and out, have rooms made up and have cars retrieved by valets.

"There are fewer people to provide basic services, answer questions and make suggestions for restaurants and activities," says Howard Knoff, an education consultant in Little Rock.

Mike Maloney of Overland Park, Kan., says he and more than 10 other guests at a hotel near the Atlanta airport waited 30 minutes recently for the hotel's shuttle van, which was supposed to run every 10 minutes.

When the van didn't arrive, "I tried to get someone in a supervisory capacity to talk to at the front desk, but no one was manning it," says Maloney, who works in the beverage industry. He and the others had to pay for taxis to get to the airport.

Joe McInerney, president of the American Hotel & Lodging Association, says there may be "isolated cases" of service problems, but service hasn't declined at most hotels.

"The last thing a hotel wants is to have a guest leave and not come back," he says.

Some frequent travelers say some hotels have begun to nickel-and-dime them with charges for services that had been free.

Dawn Boehmer, a product specialist from Colorado Springs, says some hotels have started charging for Internet access and are charging excessively for faxes.

Technology consultant Michael Sommer of Jacksonville says some hotels have begun charging for toll-free calls, receiving Express Mail packages and storing luggage after checkout. Business centers in hotels "that were once free now have fees associated with them."

Sue Reiss, who lives in the Florida Keys and is a sales manager for a Texas manufacturer, says rooms at several of the "higher-end" hotels she stayed at last year needed repairs or remodeling.

Many hotels are taking pains to try to avoid such complaints.

At the Wyndham Garden Hotel in Austin, there's been no reduction in service, amenities or maintenance, says Allan Reagan, managing director for the firm that owns and operates the hotel.

"If anything," he says, "we are working even harder to improve our guest service."

The hotel has cut costs by sometimes closing its formal restaurant, freezing managers' salaries and requesting price reductions from suppliers. It also is cross-training staff, Reagan says. Agents and front-desk clerks may drive airport shuttle vans, and housekeepers may wash dishes.

"It helps us improve guest service by having more employees trained to respond to any guest need," he says.

Quick turnaround unlikely

The recession is pummeling the hotel industry, but analysts predict that the big-name chains will survive.

"I cannot think of a single major brand that is so financially weak that it cannot survive the current situation," says Rick Garlick of Maritz Research Hospitality Group, which does research for hotel companies.

He warns, however, that some individual hotels, including some that are part of major chains, may disappear.

Jeremy Glaser, senior equity analyst for Morningstar, an investment research firm, says some hotels could fall victim to the credit crunch and face foreclosure if they can't renegotiate loans written when the industry was growing at a steady rate.

Industry analysts don't foresee a quick rebound.

Joe Berger, Hilton Hotels' president for the Americas, says he expects occupancy rates to continue to deteriorate this year.

Christine Klauda, vice president of lodging research for D.K. Shifflet, a travel market research firm, predicts the industry probably will not recover until summer 2010.

"That's when people will say, 'Enough of this bad economy, we're going on vacation,' " Klauda says.

McInerney of the American Hotel & Lodging Association says the industry should be helped by the fact that it didn't build too many hotels last year, which would have added to the number of vacant rooms.

Although new construction slowed last year, many projects that had been planned before that are being completed. More hotels are opening worldwide this year and next than at any time in the past decade, according to Lodging Econometrics, which tracks hotel real estate. In the USA, more than 1,400 hotel projects are expected to be completed this year, compared with 1,330 last year.

In Las Vegas, for example, four new hotels, with a total of more than 6,000 rooms, are being built as part of the CityCenter complex between the Bellagio and Monte Carlo resorts. Three are scheduled to open this year.

Marks, the industry analyst at JMP, says the increase in rooms available this year will add to the pressure on hotels to cut rates.

Guests aren't complaining.

Bill Teater of Mount Vernon, Ohio, says that "everyone" ? from budget to luxury hotels ? "is willing to deal on rates" for frequent guests.

"Some might say, 'Well, you could do that all along on Priceline.com,' but you do not have to go to Priceline," says Teater, a consultant who stayed 204 nights in hotels last year. "You can go to the hotel and work it out."

Linda Curran, a consultant in Palm Springs, Calif., booked a $45-a-night rate at Hilton's website for a mid-December stay at the Las Vegas Hilton.

"This is a top-notch hotel," she says. "Incredible."
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