Starwood Preferred Guest - Evening Turndown Service: Remove "Assumed Trash"

This is the second time that housekeeping has "removed" my "assumed trash" without asking permission during evening turn down service.

The first time was at the Westin Chicago River North. I left a winning state of IL scratcher on the desk ($5) and a couple pieces of gum wrappers on the table. Upon returning to my room in the evening, I discovered that housekeeping had come in, turned down my bed, replenished towels, but also removed trash (gum wrappers) and the "assumed trash": The $5 winning scracter (lottery). I was disturbed. I didn't think of it as theft, and I wasn't going to make a scene for $5. However, I was not happy that things NOT IN THE TRASH CAN were taken away.

The second time was the weekend at the Sheraton Park Tower. I had ordered room service before I headed out to town. I ordered afternoon tea service so it came with sandwiches, cakes, scones, along with clotted cream, small jars of different types of preserves. It was set up beautifully with flowers on a table. I was impressed. I ate what I could (I wasn't that hungry due to jetlag). So I left the rest of the cake, sandwich, and scones IN MY ROOM so that I could enjoy them when I come back from watching a show.

When I returned to my room, I saw my dining table outside the door. I entered and it was obvious that housekeeping had come in and replenished towels, put ice in the bucket, put chocolate on bed, replenish bottled water etc. I was VERY ANGRY that housekeeping again removed the "assumed trash": my lovely afternoon tea.

I went outside to see what was left on my table. To my surprise, the small bottles of preserves (which I planned on taking) were TAKEN/STOLEN and my UNEATEN cakes and sandwiches were EATEN!!!! (with small pieces left!)

So my question is, what do you think about housekeeping removing "assumed trash?" IMHO, anything that is NOT left in the trash can should NOT be removed during evening turn down. If I wanted something to be taken away (i.e. room service item), I would either call, or place them outside my doors :rolleyes: :mad:

Completely agree, Bliss. The Park Tower story is not pleasant, did you report it to the GM? Finding that someone had eaten MY food would make me mightily displeased.

Completely agree, Bliss. The Park Tower story is not pleasant, did you report it to the GM? Finding that someone had eaten MY food would make me mightily displeased.
No I did not. When I came back to my room, it was already 11pm. I didn't want to deal with it. I found the service at Sheraton Park Tower London lacking, especially for the price that they charge. For that kind of price, I expected St. Regis service. This place is called Sheraton for a reason :rolleyes:

Do you think I should report it?

Do you think I should report it?


I would. I am one to generally give the hotel a lot of wiggle room on small issues like housekeeping missteps and the like. However, the thought of returning to the room in anticipation of eating what you'd set aside earlier -- only to find it both gone from the room and then to discover it largely eaten out in the hallway is sort of a slap in the face!

I can well imagine that sort of thing could easily take the bloom of one's day.

And, I do think that "surprises" such as this should, indeed, shrink in direct relation to the rate paid for the room. (i.e. if I pay $69 at a Houston 4 Points, I'll put up with more poor service than I will at a $400 room overseas.)

At a minimum, the GM should be aware of what you found -- which would surely indicate (but not prove) that your food was consumed by the housekeeping staff.

So my question is, what do you think about housekeeping removing "assumed trash?" IMHO, anything that is NOT left in the trash can should NOT be removed during evening turn down. If I wanted something to be taken away (i.e. room service item), I would either call, or place them outside my doors :rolleyes: :mad:

My expectations are quite different. I expect them to clear away room service trays, carts, etc. I only put them out in the hallway as a last resort. (Walking out with my used tray and putting it in the hall just feels low-class to me -- I hate seeing those trays lying about.)

Had the lottery ticket been sitting on the desk by itself, rather than surrounded by discarded gum wrappers, I could see having an issue with it (other than the fact that it is only $5 we're talking about here; had it been more, you likely would not have left it there ;) )

Any time I feel strongly about something one way or another, I leave a note on top of it, so they know my preferences. Otherwise, I feel that it's their role to keep the room nice and tidy, which is what I typically get.

Bliss, I hear ya.

My issue is with toiletries. Some of "us" don't care for Sheraton's products and bring our own. I hate it when housekeeping throws away my stuff. I'm sure there are trying to be helpful, but it also irritates me when they throw away that mini/travel size tube of toothpaste that I was trying to squeeze the last bit out of. (Can't take full size on the plane anymore you know).

My expectations are quite different. I expect them to clear away room service trays, carts, etc. I only put them out in the hallway as a last resort. (Walking out with my used tray and putting it in the hall just feels low-class to me -- I hate seeing those trays lying about.)

Had the lottery ticket been sitting on the desk by itself, rather than surrounded by discarded gum wrappers, I could see having an issue with it (other than the fact that it is only $5 we're talking about here; had it been more, you likely would not have left it there ;) )

Any time I feel strongly about something one way or another, I leave a note on top of it, so they know my preferences. Otherwise, I feel that it's their role to keep the room nice and tidy, which is what I typically get.


I'd have to agree with this. If housekeeping comes into a room, and sees what looks like trash on the desk (what else could crumpled gum wrappers be?) and spoiling food leftover from room service, they have to make a decision. Either throw it out and risk that someone might not want to have it thrown out, or leave it, and risk that someone would be upset that seemingly obvious trash was not properly disposed of. They have to play the odds here, and I think that odds are that most people would want to have used room service trays and what seemingly looks like trash cleared away.

Personally, if I had leftover room service, I would expect that housekeeping would clear the tray. I think it is quite reasonable to expect that most people wouldn't want spoiling food left lying around their rooms. Therefore, had I wanted to save the rm svc food, I would have left a note, or tucked it away in the mini-bar fridge. As for the lotto ticket on the table, Id agree that had it not been surrounded by discarded gum wrappers, housekeeping should have left it.

Bliss, I hear ya.

My issue is with toiletries. Some of "us" don't care for Sheraton's products and bring our own. I hate it when housekeeping throws away my stuff. I'm sure there are trying to be helpful, but it also irritates me when they throw away that mini/travel size tube of toothpaste that I was trying to squeeze the last bit out of. (Can't take full size on the plane anymore you know).

I had a strange experience somewhere (I forget!) in the last month. I was at the "squeeze" point on a travel tube of toothpaste. Housekeeping didn't throw it out, but left me a new travel size toothpaste next to it!

I'd have to agree with this. If housekeeping comes into a room, and sees what looks like trash on the desk (what else could crumpled gum wrappers be?) and spoiling food leftover from room service, they have to make a decision. Either throw it out and risk that someone might not want to have it thrown out, or leave it, and risk that someone would be upset that seemingly obvious trash was not properly disposed of. They have to play the odds here, and I think that odds are that most people would want to have used room service trays and what seemingly looks like trash cleared away.

Personally, if I had leftover room service, I would expect that housekeeping would clear the tray. I think it is quite reasonable to expect that most people wouldn't want spoiling food left lying around their rooms. Therefore, had I wanted to save the rm svc food, I would have left a note, or tucked it away in the mini-bar fridge. As for the lotto ticket on the table, Id agree that had it not been surrounded by discarded gum wrappers, housekeeping should have left it.

I guess you have some valid points had the situations been different, but I need to clarify a couple of points:

1. Yes, I put the gum wrappers on the left side of the table while I put the winning lottery ticket (it's big 7" by 4") on the right side of the table, by itself. I also had some scratch paper in the middle with directions written on it. Now housekeeping removed the gum wrapper, but NOT my scratch papers in the middle, and REMOVED my winning lottery ticket. I honestly do not believe that anyone would seriously consider the lottery ticket trash, because it is a lottery ticket. Even if it's a losing ticket, its still MINE and should not be removed regardless. If I want something to be thrown in the trash can, I will discard it. So if I left $200 bills next to gum wrappers, then it'd be okay for housekeeping to take them?

2. I would be OK with housekeeping removing my tray HAD THE FOOD I SET ASIDE NOT BEEN EATEN. But they were eaten, and even the jars of preserves were taken. That's why I was seriously disturbed.

I had a similar situation at the Sheraton Airport Brussels hotel a couple of years ago. I was doing a quick M/R and planned to stay at the Hyatt in the city, but also made a reservation for 2 nights (one free & one paid) at the Airport Sheraton (very cheap rate, figured I'd sleep there before my early flight back on Sun). When I landed on Friday, I checked into the Sheraton, washed up, and left some toilettries, an unopened coke, some snacks, travel clockradio and a change of clothing. On Sat night when I came back to the Sheraton, I could not get into my room, I went down to the front desk and they said, they thought I'd already checked out-- but they then took me up to my room, where everything had been thrown out:mad: Now, there was nothing of great value, but I was a bit miffed.

2. I would be OK with housekeeping removing my tray HAD THE FOOD I SET ASIDE NOT BEEN EATEN. But they were eaten, and even the jars of preserves were taken. That's why I was seriously disturbed.

And you know for certain that it was housekeeping who ate your food and took the preserves?
I've seen so many times hotel guests taking stuff from room service trays left outside a room (or from the maid cart at that ;) ) that I wouldn't be that certain it was the maids who did it

1. Yes, I put the gum wrappers on the left side of the table while I put the winning lottery ticket (it's big 7" by 4") on the right side of the table, by itself. I also had some scratch paper in the middle with directions written on it. Now housekeeping removed the gum wrapper, but NOT my scratch papers in the middle, and REMOVED my winning lottery ticket...

Indeed, minor as this may seem, it now sounds more like theft, considering the above circumstances. I think it is worth complaining about on principle.

As for the food, as another poster pointed out, it may or may not be the maid who ate it.

So if I left $200 bills next to gum wrappers, then it'd be okay for housekeeping to take them?


Hmm, good point. If you were expecting housekeeping to come clean your room and you left $200 on the desk, if I were the housekeper, I might assume that was my tip. :D Perhaps, they thought that the lottery tip was the tip.

Seriously though, my personal take is that there are certain items that most people have a reasonable expectation that should be "safe" in a hotel room, such as clothes and toiletries. However, hotel innkeeper laws in most states clearly state that the guest doesn't have a right to expect that "valuables" have that same expectation. That is the reason for in-room safes and safekeeping boxes at the front desk. I would never intentionally leave my wallet, my laptop, my i-pod, or a winning lottery ticket in my hotel room.

The food issue I really do think is a non-issue. There are varying opinions in this thread and I, of course, have a different take. I NEVER sleep in a room until the food is removed. If I don't feel like seeing it the next morning in the hallway, I call room service and ask them to come remove the tray from my room. Otherwise, I just sit it outside my door.