Hawaii hotel staffing shortfalls are getting worse, much worse. Take the largest of all hotels here, the Hilton Hawaiian Village, for example. There, staff shortages have collided with hotel union contracts that have just expired, leaving some 6,000 workers without any agreement. We’re left wondering where this is all going to end. Industry stakeholders must ensure that Hawaii travel remains attractive to all.
Hawaii hotels impacted by the latest expired contract.
Hilton Hawaiian Village – 3,386 rooms
Hyatt Regency Waikiki 1,230 rooms
Sheraton Waikiki – 1,636 rooms
Waikiki Beach Marriott Resort – 1,310 rooms
Short staffing at 97% of all hotels. 58% are in need of housekeepers.
Across the US and here in Hawaii, virtually all hotels are experiencing a shortage of staff they cannot fill, with one-half saying they’re severely understaffed. That’s according to the latest Amerian Hotel & Lodging Association (AHLA) study. Not unexpected, 58% of hotels say that housekeeping shortages are their greatest challenge. That was based on a survey of 500 hotels at the end of May.
The new norm is to extend bonuses and other incentives. As a result, 91% have increased wages, 71% have added more flexibility, and 43% have more benefits.
There are said to be more than 130k open positions nationally.
Hotel workers in Hawaii are seeking better pay and benefits.
UNITE HERE Local 5, Hawaii’s Hospitality and Healthcare Union wants to restore service and staffing levels to those pre-pandemic. Union board member Jason Maxwell said, “We got to get the services back that bring the jobs back to this community and not just allow these owners to go up on the hotel prices. The hotel prices are the highest I’ve ever seen in the 20 years in this industry, and the guests are paying it, and they’re trying to convince these guests that they should pay it with less service.”
The union said what we could confirm, which is that many hotels haven’t resumed prior services, including room service dining, food/beverage amenities, and daily housekeeping. Reducing housekeeping services and not resuming other services makes it hard to rebuild our Hawaii travel industry and make Hawaii travel exceptional once again.
Hilton Hawaiian Village has indicated merely that it is in negotiations on the contract. The company said it’s confident that an amicable agreement will still be reached.
Lack of services, including daily room service, has become a national issue.
While we first noted it here in Hawaii, we recently saw this on the national front. In Hawaii’s “neighbor,” Los Angeles, a new ordinance passed and soon to go into effect states that daily room cleaning is standard practice. Supported by their local hotel workers union of 32k employees, it makes daily room cleaning mandatory and addresses compensation and other measures, including employee safety.
Employees vs. hotel owners square off.
The hotel unions contend that reduced or on-request room cleaning is a blatant attempt to reduce labor costs, which results in an undue burden on housekeepers, among other problems.
Hotel managers and owners, however, claim that reduced daily cleanings are what consumers now prefer. Hyatt’s CEO claimed last month that daily housekeeping reduction is an aspect of their alignment to “understand what’s really important” to hotel guests. He said, “Some of our luxury travelers don’t want daily housekeeping — they affirmatively don’t want it. So, we have to pay attention and apply choice where it’s requested.”
Last Hawaii hotel strike.
We can’t say how this will end and whether or not a Hawaii hotel strike is in the cards once again. The last strike was in 2018 and affected Sheraton Kaiulani, Sheraton Maui, The Royal Hawaiian, Westin Moana Surfrider, Sheraton Princess Kaiulani , and Sheraton Maui.
Do you want daily room service at Hawaii hotels?
While Hawaii visitors obviously don’t expect room cleaning at vacation rentals, the lack of room cleaning at hotels is an entirely different matter. We’d greatly welcome your feedback on this topic!
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Carl Z says
Definitely prefer daily house keeping in a hotel
Steve H. says
The hotel industry on O`ahu has managed to shut down AirBnB and VRBO on O`ahu, thus greatly reducing competition (using a a very weak justification and a very pliant Council). Now, they are raising prices and reducing services while raking in more revenue than ever before. This is extremely short-sighted and counterproductive, and says a lot about the types of managers in charge. Gee…this type of behavior is Not what I learned in business school, which is that firms have obligations to the communities that support them. You wouldn’t know it here: here, it’s all about greed.
Hawai`i hotel industry corporate talk about valuing employees is a crock.
Thank you for allowing me to vent!
Kyle says
Daily broom cleaning is nice, but it’s not needed. As long as the room are well maintained and I can get room service I am happy.
Kate C says
I haven’t used daily cleaning services for many years. Daily changing/washing sheets and towels is not good for the environment and doesn’t make sense with water shortages.
I will use a weekly refresh if I stay 2 weeks.
In any case, any level of service, I believe, deserves a generous tip to housekeeping services.
Ernie S. says
Hi Randy R, what you’ve said is more accurate than some want to admit. Without Admitting What the Problem is, How it was Caused, How it can be Addressed and Rectified? Seems like State Government tosses Money at problems without any Results and Contracts are Awarded by the Friends and Family Plan. Local Government isn’t any better. If they wanted to put people to work they could in short order. They’re still Flush with Federal Cash, it will slowly disappear with little to show for it except for the occasional questions that will go nowhere! Elect Better People and hold them Accountable, Good Luck Hawaii.
Jon B says
I just stayed at the Ala Moana Hotel for a week, where daily cleaning was standard practice. I don’t need fresh towels or sheets every day but I do want daily cleaning when I’m staying in a hotel. Better that daily cleaning be standard. If not wanted one or more days, easy just to call housekeeping and tell them.
Denise S says
We went to Hawaii a couple months ago. We did not have daily housekeeping which was not an issue because there was only 2 of us. I would have appreciated them coming around daily to check and see if we needed coffee towels,t.p.,toiletries without us having to call housekeeping.
I’m not sure if they still time people on cleaning each room but if they are this is probably a big part of the issue at hand.No one wants to race like mad to clean diry rooms.Ive cleaned dirty hotel rooms and some actually should have been given 30 minutes instead of 12 to 15 min…… thank you
Irene C says
Just back from a 20 day stay at the Marriott Resort and Spa Hotel on Oahu. I appreciated the daily cleaning as this is the my main space I was in for over 2 weeks. I preferred to have the room tidied up so I could enjoy my stay. In the 20 days I did not have my room cleaned 3 days. Housecleaning staff at the Marriott were outstanding as were other staff at the hotel.
Ghery P says
It’s not just Kauai. In the last month we’ve spent a few nights at a hotel in the states and 2 weeks in a time-share in St. Thomas, USVI. Neither offered housekeeping during our stay. I can deal with that for a 3 night stay, but 2 weeks? And we have reservations on Kauai early next year for 27 days, with a room change in the middle of that time. Earlier this year that was the only time we had the room cleaned and I won’t be surprised if that happens again. Not acceptable! Every 3 days is one thing, 2 weeks is another. This has got to change!
Dorothy A says
I do not like daily cleaning. It is obtrusive. When I travel I frequently put out the do not disturb sign. I pick up after myself. I do not clean every day at home, why should I when I travel?
Marie C says
I have routinely declined daily housekeeping in hotels for many years – I don’t change my sheets and towels at home every day – and it seems to me that environmentally it is healthier to eliminate unnecessary daily washing. Come on folks.
Juan L says
Paying more for hotel stay and receiving less services is happening everywhere. It’s a shame, we used to receive ‘points’ for going green and choosing not to have room cleaned. Now we are paying more for no service and no points .
Richard S says
Happy 5th If its just myself or my wife we haven’t wanted daily service for years.
At Hilton Hawaiian Village last month the woman doing housekeeping on our floor wouldn’t hear of not doing her job. She was a joy and took pride in her work.
For me people smoking on the balcony below was a bigger deal.
I had pictures of cigarette butts on the deck.
Security wanted to wait and catch them. I just wanted it to stop.
Finally when they saw i was adamant about dealing with it now the did so and it was over.
All in all I found service on Oahu great.
I enjoyed eating at places where there was a mix of locals and tourists and really enjoed places where the tourists were the minority.
Randy R says
My experience has been, if the Service is not offered, it is diminished Value, then when one calls for Soap, Shampoo, Towels, there’s an expectation for an additional Gratuity, when it should be already part of the Service in a 4-5 Star, if a Hyatt House or comparable Marriott, expectations are lower, Rates are lower.
ray says
every other day cleaning i think is ok, but not at the expense of cutting cleanings staff pay.
Myrtle C says
If I want to clean my own room, I would stay in B&B. When I stay in a hotel, I want my room serviced daily.
Andrea E says
I absolutely appreciate daily room cleaning and an sick of hotels charging more and delivering less.
Cynthia M. says
If I stay only 2-3 nights at a hotel, I prefer no room cleaning .
If I stay more than 3 nights I want room cleaning .
Room cleaning every 2-3 days is fine .
Kathy M says
I think service needs may depend on your circumstances. We go to Maui and Kauai 4 times a year, a week each time and we stay in a suite each stay. Since it’s just me and my husband and we have plenty of room, we only ask for service every 3 days. 20 years ago though when sharing a room with 2 children as well I definitely wanted daily housekeeping.
Teresa I says
So, my comment probably won’t be popular, but I’m going to make it anyhow. When I go on vacation, anywhere, and pay exorbitant rates for a hotel room, I want my room cleaned, daily. Take out my trash, vacuum, dust, make the bed, tidy up, what not. I will hang up my towel and re-use it, I do not need clean sheets every day. But don’t charge me exorbitant rates for cut-rate service. I understand the staffing shortage. If you as an owner/manager cannot staff your hotel fully enough to provide services to your guests, than, maybe, you should close part of your hotel until you are able to do so. There, I said it.
Rod W says
Teresa I,
Exorbitant or not, if you and others expect proper service, there is no need to apologize.
My family is okay with less than daily service. But, the room should be clean when we arrive and it should be maintained to stay that way.
I’m just put off by so many people blaming greedy hotel owners. Just because the owner raises rates doesn’t make them greedy. Are the workers greedy when they demand pay/benefits increases? In the original Wall Street film, Michael Douglas declared “greed is good.” And he was right. We all are and need to have a little greed or we will be kicked to the curb – including companies.
MichaelB says
I totally agree. For the amount of money I’m spending, I expect a thoroughly cleaned room. It’s just a good feeling walking back into a fresh and clean, tidy room. That’s what I’m paying for.