18 Considerations in Evaluating a Hotel

I’ve been visiting a lot of hotels lately, in preparation for adding in more reviews of hotels, spas, and restaurants here at Flyaway Cafe.  I’ve made it my practice to not write a review immediately after a visit, because everything seems GREAT or HORRIBLE then.  I take time to look at the photos, see how I feel about the visit a week or so later, and then start forming a detailed opinion.

Have I found myself telling friends all about the place – either raving or complaining?  Or has the visit failed to stand out as a memory at all?  A true gem stands the test of time and shouldn’t be forgotten a week later!

While a hotel visit is about evaluating a combination of amenities and experiences vs. price point (and those don’t necessarily go hand in hand), I’ve devised a list of things that I’m on the lookout for:

1. How easy and clear was the reservation process?  Will a guest feel like they’ve gotten the best deal available, or are they going to feel ripped off?  Even when I’m the guest of a hotel and don’t make my own reservation, I play around with the hotel website to see how easy it is to use.
2. How am I greeted and treated at check in?  Whether the first impression is the valet parking or the front desk staff, I like to know that my presence is appreciated and that I’m a valued guest.  I’ve already written about by annoyances when checking into a hotel, so I’m paying particular attention to how welcome I’m made to feel.
3. Room first impression.  Opening the door is the first make or break moment for me.  It’s the time when a guest takes a breath and either gasps, OMG this room is great, or sighs and says ugh.  I want to see a spotless room, with chairs and bed linens neatly in place, without a smoke or funky smell.  I want lights that work, burned out bulbs replaced before I have to call down and request it, a television and remote in working order (even though I rarely use them, I check them out), and and easy to adjust temperature control.  After I walk in, I do a quick once around the entire room to see how things are laid out, make sure that everything works, etc., and I usually take a few photos in this process.
4. The bathroom.  This had better be spotless, with not a scrap of paper or hair in the sink left behind.  I check out the amenities, looking both for the quantity of products (shampoo, conditioner, bath gel, soaps) and the quality (upscale brands and upscale hotels).  I look for those features that make this home away from home easy to use, like the hairdryer, make up mirror, magnifying mirror, jetted tub, dual shower heads, lighting, supply and quality of towels, etc.  When I use the shower, I take note of how the water flow is, if the water is hard or soft, and how easy it is to adjust the water temperature.
5. Desk/work space.  Although I love relaxing in a great hotel room, the reality is that I’m usually there working.  I want FREE wi-fi.  Hotels don’t always provide it, but all of the business guests want it.  And if we’re paying for it, it better be a darned strong signal!  I get very irritated when I’m paying top dollar for wi-fi and the signal is weak.  I look for adequate plug ins around the desk area, good lighting, a comfortable chair that adjust in height for the desk, multiple phones in the room with a speaker phone in the work space area, sufficient waste bins with recycling options, and enough space to spread out and actually work.  I’m about functional work space more than pretty, but bonus points if it’s both.
6. Bed and bedding.  I’m not a picky sleeper, and unless it’s a really, really bad mattress, I can sleep on one that’s hard or soft, but I do try to take note of which it is.  I want an alarm clock handy, a phone by the bed, and good lighting to read by.   I like lots of pillows, an extra blanket (I tend to be a cold sleeper), and wi-fi that works in case I want to work in bed.
7. Beverage center.  I don’t care about a mini bar, and am not sure who does anymore, but I do like a refrigerator (for leftovers from dinner).  A coffee pot and coffee/tea is important, because I like it first thing when I get up – before I hit the shower.  Adequate cream and sugar is important, and the cream shouldn’t be the powdered stuff.  Bonus points for the flavored kind.  Plug ins should be convenient for use.
8. Hotel restaurant.  I try to have at least one meal at a restaurant at the hotel or order room service.  While it’s fun to get off the beaten bath and find a hidden gem, the majority of guests will have at least one meal at the hotel.  I check to see if the restaurants are over-priced because they have a captive audience, or if they’re fairly priced for the area.  I’m also looking to see what kind of variety is available, and whether the choices are family friendly (and priced accordingly) or more upscale adult dining.  I check out how long the line is for coffee, knowing that many guests will want to grab a cup on the run.  This is often a separate review category.
9. Conference/business space.  While this is hard to check out unless you’re actually using the space, I do try to take a peek or two and see what’s available, as well as look at the business center.
10. Public spaces.  I spend some time wandering around the public spaces, not just the lobby.  Are there little spots to sit and have a drink or chat?  Is there work space in the lobby?   When I encounter staff in the public areas how are they acting?  Am I greeted or ignored?  Cleanliness and tidiness is important.
11. Pool, jacuzzi and/or beach area.  Is the pool indoor or outdoor?  What hours is it available for use?  Are kids permitted?  I check out locker room and shower areas (if available), and notice if the smell of chlorine grabs my nose a block away.  Is the beach area kept clean?  Is food and beverage service available, and if so, what’s it like?  Are there charges for a chaise lounge, and can you find one?
12. Work out room.  If it’s on premises, I take note of any fee that is charged and match that up with what’s available, how it’s maintained, and how many people I see using it.  If there’s nothing on site, I find out what’s close by and what’s the fee.
13. Concierge.  A good concierge is worth their weight in gold, so I try to ask a variety of questions during my stay.  And they’d best be able to answer the most basic ones!  My questions range from basic information (where to catch the bus) and facts about the hotel (how many rooms are there), to asking for recommendations on where to go (is there a bookstore nearby) and things to do (any good happy hours going on).  If they only suggest hotel facilities, I’m immediately suspect.  If they engage me in conversation to try to get a feel for my preferences BEFORE making suggestions, I know they really care about the quality of my experience.
14. Operator.  Phone etiquette is one of my pet peeves.  When the operator answers the phone, I need to be able to understand him/her.  If the first part of the message is said so fast that I can’t figure out if I’ve called the right placed, then the ending “how may I help you?” won’t really matter.  Staff that answers the phone should be trained to speak slowly and distinctly so that they can be understood.
15. Spa.  This is a review category separate to itself, and just as extensive.
16. Demographics.  Who would like to stay at this hotel and why?  Is it perfect for a family reunion, with lots of kids, or is it a romantic gem?  We all want a different hotel experience for different reasons, and matching up expectations with a selection is always important.
17. The unknown factor.  Not everything is quantifiable, and many times staying at a hotel isn’t about a check list, but about an emotional feeling.  The “it” factor, if you will.  I never discount it.
18. One-week later.  As I said before, it’s important to reflect on how I feel about the visit a week later.  Many times, I’ve mellowed, and something wasn’t really horrible, I was just having a bad day.  Conversely, maybe the bar wasn’t really that much fun, it was just the third glass of wine.  A great experience will be a great experience next week or next month.

After collecting and evaluation all that information, I then evaluate the experience against the price point of the room.  It’s all about value, and what’s a value at $100, $200 or $500 per night will be vastly different.

What are your considerations when evaluating a hotel room?

Photo credit:  SXC