Hotels.com conducted its annual “Hotel Room Insights – International Survey on Hotels,” gathering responses from over 400 hotels across 15 regions worldwide. This survey explored various topics, including guests’ forgotten items, unusual requests, and hotel perks.
Regarding forgotten items, 35% of hotels worldwide reported experiencing them, while in Japan, 57% responded that they had dealt with forgotten belongings, a figure higher than the global average. The most frequently forgotten items included chargers and mobile batteries (72%), followed by dirty laundry (36%) and adapters (30%). As for more unusual forgotten items, hotels around the world mentioned luxury watches, bags, pets like birds and lizards, casts for both legs, rice cookers, and car tires.
From valuable items to essentials, it is clear that forgotten belongings are a common occurrence globally. On the other hand, some guests forget to bring necessary items on their trips. To accommodate such guests, hotels worldwide often respond flexibly. For example, at the Viceroy Riviera Maya in Mexico, there is a “soap concierge” who provides guests with a variety of organic soaps, eliminating the need to bring one from home. In the U.S., the Kimpton Vero Beach Hotel & Spa, an IHG Hotel, offers a program where the hotel provides missing items if something is forgotten. Additionally, guests can rent accessories such as popular local brands’ sunglasses or handbags, even if they haven’t forgotten anything.
The survey also highlighted unusual room service requests. These include asking for a bathtub filled with mineral water for a child, allergy-friendly menus for pets, requests for burnt toast, and orders for two kilograms of bananas. To handle such quirky demands, W Osaka in Japan has implemented an “Anything, Anytime” button, allowing guests to make requests regardless of the time or the nature of the request.
The survey further investigated tips and hidden perks to enhance the hotel experience. Fifty-one percent of the facilities recommended booking during the off-season for the best experience. Another common suggestion was to request a room away from the elevators and stairs to ensure a quieter stay.
Additionally, some hotels offer unique services to enrich the guest experience. At the New Otani Tokyo, The Main, guests can stroll through a Japanese garden with a 400-year history. At the Four Seasons Hotel Austin in Texas, a guitar concierge provides premium guitars for guests to enjoy. Sentinel Hotel in Oregon offers pet-friendly services, including introducing pet acupuncturists and top-class groomers, ensuring a special experience for both guests and their pets. This survey was conducted by Hotels.com through a questionnaire distributed to affiliated hotels across 15 regions, with more than 400 responses collected. Hotels.com offers over 100,000 hotels worldwide, making it easy for travelers to find the perfect stay. The platform also boasts over 25 million reviews from actual guests and has been downloaded 70 million times, helping users find and book their ideal accommodations.
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