Etiquette expert William Hanson is urging British hotel guests to stop refusing help from porters and concierges, arguing that the nation's famed politeness is actually a faux pas. According to Hanson, turning down assistance with luggage or other services is not modest but inconsiderate, as it undermines the hotel's offerings.
Why accepting help is the polite thing to do
Hanson explains that many Brits feel they should not trouble staff, but this mindset is misplaced. 'Making use of such services is neither indulgent nor inconsiderate; it is simply part of the hotel's offering,' he says. 'One should accept it graciously rather than attempting to soldier on unaided.' He notes that the use of porters and concierge services has declined, yet in a well-appointed hotel, guests are not expected to trundle their own luggage down endless corridors.
Honest feedback over silent complaints
Hanson also criticises the British tendency to say everything is satisfactory when asked, only to complain later on review sites like TripAdvisor. He advises guests to be politely assertive. 'A simple, measured explanation of the problem gives staff the opportunity to put things right, which is surely preferable to silent dissatisfaction,' he says.
Morning drinks and thank-you notes
On morning habits, Hanson remarks that the British quirk of having a mimosa or beer with breakfast 'tends to raise eyebrows, even among those from wine-making or beer-brewing countries.' He also emphasises the importance of thanking the hotel with a brief note of appreciation, whether left in the room or written online, stating that acknowledging good service is as important as calling out shortcomings.
Research shows hotel etiquette slipping
Commissioned by Hotels.com, new research indicates that while the majority of British travellers view their own conduct positively, 40% feel hotel etiquette is declining overall. The most common faux pas include being rude to staff, noise late at night, and drunk or disruptive behaviour. Other issues include excessively messy rooms, stealing items, queue-jumping at breakfast buffets, and reserving sun loungers with towels for long periods.
Hotels.com has partnered with William Hanson to produce the 'Grand Etiquette Hotel Guide,' offering tips on proper behaviour. The site has also revamped its loyalty programme, giving holidaymakers £100 in Hotels.com cash after 10 eligible nights.
Key etiquette tips from William Hanson
- Treat staff kindly: Respect every staff member, from cleaner to manager. Staff are more likely to go the extra mile for guests who value them.
- Public decorum: Move quietly through hotel spaces, especially at night. Keep voices low and footsteps gentle. A well-enjoyed drink need not become a public performance.
- Hotel room care: Avoid smoking indoors, as it undermines the space and results in penalties. Keep the room in reasonable order to help housekeeping.
- Hotel facilities: Use the kettle only for hot drinks—never for laundry. Slippers and toiletries may be taken home, but larger items must stay.
- Eating at the hotel: The breakfast buffet is a civilised ritual governed by queuing, not a free-for-all.
- Sun-lounger protocol: A lounger is secured by presence, not by a towel alone.
- Loyalty programmes: Consolidate bookings and collect rewards to accumulate tangible benefits and potential upgrades.
