Travel ⎥Riviera Maya, México

Behind-the-Scene Candid Secret Reveals by 3 Unassuming Hotel Staff

Three answers to, “What do you wish hotel guests better appreciated or recognized?”

The novelty and comfort of staying at an all-inclusive resort can certainly inspire the journaling of the good and bad of a particular hotel. However, I had no desire to write about my recent stay or take on our hotel’s amenities and shows.

The special time we spent as a family far exceeded the comfort of its high thread-count sheets and exquisite meals provided upon demand.

I — for one — couldn’t help but notice the many workers who made our stay as comfortable and unforgettable as it was. One question that tickled my curiosity was, “What would these staff members wish their hotel guests understood so that the experience can be both mutually beneficial to the guest and the resort staff?”

Maintenance Staff

Meet Leonoro

“My role is to make sure clients are happy at all times. If there are any problems with regard to lighting, internet, television, or even temperature control, it is my duty to resolve those issues as soon as possible.

The one thing I wish clients understood that most are unaware of is:

Here in Cancun / Maya Riviera [Mexico] area, we do not get cold temperatures. In this hotel, we have a temperature control system that only cools. Most of our clients come from up north: Canada, the US, and Europe — and they expect the room will either heat or cool as they raise or lower the temperature. It will not heat their room. Most will complain or believe there is a problem with the system. We typically advise opening the sliding door to the balcony and the room will warm up with the warmth of the outdoor temperature.”

Meet Karina

Karina has been part of the housekeeping staff for the last 12 years in 3 different hotels in Cancun.

“I wish guests exercised some common courtesy. Nearly three times a week, I will find a room in such a jaw-dropping revolting state, it almost brings me to tears. I often stand back overwhelmed by it all to seek some composure — many of us can’t help but wonder, ‘is it that the guests actually did this out of spite — to poke fun at me!?’ It’s hard to imagine how any of these people can be so filthy — or is it that this is how they live in their own homes?”

After thanking her for her excellent service and my apology for what must be at times a large pill to swallow, I asked about the “green” initiative that I notice lately in hotels.

A towel on the rack means I will use again.

A towel on the floor means ‘please replace’.

“Have you seen a change in behavior to where hotel guests are more environmentally conscious and actually reuse their towels at least a couple of times?”

“No, not really (sigh). Sometimes we even see how guests request extra towels that they just throw on the floor and stand on a couple of times. I worked in a hotel that made it a priority to educate the guest at the front desk to encourage conservation efforts — it was then that I noticed guests do make the effort in reusing towels and sheets.”

Meet Karen

Karen cooks the juiciest and most flavorful hamburgers and fries served by poolside every day! Next to her cart is the taco cart which my son thoroughly enjoyed!

I enjoyed chatting with Karen often as I awaited my turn in line. On my last afternoon, I asked Karen and a lead chef the same question, “What do you wish your hotel guests better understood to help you perform your job better?”

I wish hotel guests understood that the person who they wish can serve them faster also has a life: we too have our own problems, mouths to feed, and issues at home. We are a person and not just robotic servers/chefs.

Karen signaled over to Flabio, one of the leading master chefs, who was standing nearby — to share his perspective as he managed the restaurant and all his chefs. He pondered a minute and shared:

Most of our guests are from overseas — who come from cultures that understand the procedure of waiting in line. For instance, right here at this cart, most stand in line and wait their turn. But when we have our local national guests visit, they will approach the cart and order without getting in line. When corrected, they take it as an insult that we are showing preference to the foreigner over those who are from this land.

They both then shared how careful logs and details are kept noting the times guests arrive at restaurants as well as the temperature and care of all items. They too are required to undergo complete bloodwork every 6 months to ensure no food contamination by those preparing meals. If any guest were to get sick, they rely on these records to understand if the hotel was at fault or not.

A Mindful Stay

Whether it be staying educated about geography changes or being mindful of how we use facilities or approaching those who serve us at a hotel resort, none of these sound like a challenging request. None of these staff sought to draw my attention to pay or working conditions — rather they were simple requests that cost nothing.

Whether we are at home or visiting abroad, whether we are at a motel or an all-inclusive resort — how demanding is it to ask that we all exercise common courtesy, mindfulness, and some responsible personal care for ourselves and our planet?