A question for hotel guests with lost luggage/stranded
 

Since I have been offering some tips, would you be so kind to offer your feedback on this one please?

Seeing all the stories about stranded travellers, and cancelled flights due to the weather on CNN today, it has made me think a bit more about how we handle those guests that only have the clothes on their backs and nothing else.

As hotels, are there items that you wish we carried for such circumstances? Are there any examples of hotels that you felt anticipated your needs well based on the situation?

I just realized that throughout my career, not much has changed with what we offer guests, and I often wonder if there are other items you wish we carried. I have been lucky enough (knock on wood) to not be in that situation so I can't think of what items I would miss the most besides of course a change of clothes.

A question for hotel guests with lost luggage/stranded
 

Decent directions on where to go in a city to buy clothing. On arrival in London for the first time at a Hilton where my luggage was lost for 2 days staff had no idea which shops stocked clothing for larger sizes. And what was actually open on a Friday at 7pm.
In terms of items, deodorant, toothbrush, hair gel or hairspray, hairbrush, and perhaps basic makeup items would be welcome for me!

A hotel robe, and a complimentary wash of the clothes they arrived in.

This. And I'd add - good knowledge of a range of shops. It may be an upmarket hotel, but that doesn't mean I want to spend £100 on a new shirt.

Depending on the level of disruption, I'd also like to have information about opticians (you can only fit so many contact lenses in your sandwich bag), pharmacists (I can't always carry all my medication on board), etc.

If my flight is cancelled due to weather, why would I only have the clothes I am wearing? Can't I get my luggage back???

That is a great point, since shopping would generally be involved, it would be helpful to carry that information. Can you be more specific about make-up items? I like the suggestion of offering to wash the clothes if they are washable.

The only time my rollaboard gets checked is if I'm on a small RJ, and it somehow it gets lost between the aircraft and the jetway. Could happen, but I think the hotels have what I'd need for a night.

One thing though - I had an extra checked bag not make my flight. It was delivered overnight by a service to my hotel. I went down to the FD that morning, saw my bag against the wall behind the counter, and said "There's my bag!"

The FD just gave it to me without asking for my ID, key, or anything else. :confused: I guess that goes along the same lines of being asked for my credit card and / or ID at checkin. It varies widely from property to property.

That certainly is not a good experience. I know when I have encountered a guest in that situation I will ask if they would like us to bring up their bag regardless of the time, or if it comes at a certain point after they are asleep, if they would like us to bring it with the wake-up call. Most of the time, the guest wants to be notified the moment it arrives. I have even had guests ask to have it placed quietly in their room whilst they were sleeping.

I will say that it disturbs me to travel and check bags and not have anyone verify that the bag I took is actually mine. Sounds like that front desk worked in airline baggage handling at some point. I would much rather deliver a bag to a guest knowing that the name on the bag matches then ever have them pick it up from the front desk. No matter what level of hotel, that service should be offered regardless.

Haven't thought about this one before, but thanks for asking. Actually I did have it happen when I landed overseas & due to weather my luggage went out on later flight/was arriving at midnight but I had arrived early morning & had meetings that day/evening events that night.

Some of the normal stuff you'd probably think about - some of which is in the room already (soaps, shampoos, conditioner, body lotion), but things like toothpaste, toothbrush, mouthwash, deodorant, comb, hairbrush, mousse or gel, hairspray, razor & shaving cream for the guys. Maybe even (female) curlers or curling iron (that would be signed for/returned). Aspirin of antacid product to deal w/ the stress.

Directions to some clothing shops (range of clothing prices), Boots or CVS type pharmacies, perhaps a quick turn-around on washing, pressing or dry cleaning if facilities are available in-house. Hotel robe/slippers.

Make-up items are a bit more iffy, as people wear different things, but perhaps some mascara, lip gloss, single-use foundation or blush in basic colors (or neutral eyeshadow if going to that extent). That would get most folk through meetings or a meal in a pinch, especially if they arrive somewhat ragged & don't have those things in a purse or carry on.

Hoteliergal, based on what you said in the housekeeping thread, you work at an upscale hotel so some of the items would probably work within your environment/could justify having them available. For other mid-tier chains only some of the basics are going to be there. Actually the irony is that most upscale hotels I've stayed at don't have a gift shop that one could pick up some of the items I've mentioned in a pinch & not all carry some of the basic items, which I discovered on the occasion I mentioned above.

Cheers.

In those situations I normally tell the front desk or concierge that if the bag arrives by X time to bring it up to the room, but if it's after that time & I might/probably will be asleep to leave a voice message (w/o ringing the room) to let me know that it arrived. Then when I get up in the morning I call the bellman & have them bring it up right away (or they bring it w/ the wake-up call if we've arranged that).

Cheers.

If there are hundreds/thousands of flights cancelled, you could be waiting hours (or even a day or two) to get your luggage back.

Cheers.

Been in the lost luggage situation a few times. The one thing most missing is deoderant - most places carry toothpaste/brush, comb, shampoo etc. Also tampons/sanitary towels - if I'm needing them, I usually have some spare, but not enough for an overnight.

Less worried about make-up - it's too personal - but what about some skin wipes for make-up removal?

Agree on clothes washing (and I would imagine an upscale hotel could cater for this - an alternative would be laundry soap for handwashing what you do have and allowing it to dry overnight)

things like slippers could be useful - if you only have one pair of shoes, they might not be suitable for everything - i often travel in my hiking boots as they take up a lot of space. And although I can get by with a comb, most women I know use a brush.

Thought contact lens stuff a good idea - even if just saline - although I don't wear lenses.

Information also key.

Re-assurance that you aren't going to be thrown out of the hotel/ flexibility about booking an extra night or three. Free wifi if not included in room rate.

The reassurance can only be issued if they're not fully booked on the extra night or three. I've been in a few weather-related events where airports were closed/I needed to extend the stay & the first thing I did was to call down to the front desk to see if they still had availability for the extra nights. In one case they did; in another they didn't, but their sister property did.

Why should they give free wifi if you don't have your luggage? That one makes no sense.

Cheers.

Better properties will have a concierge who can either advise on how to obtain or send a bellman to collect routine items or have them delivered. The further down the scale you go, the less staff, the less qualified they are and the less adaptable they are.

Same thing with all of the things which better properties take care of and make you want to return.