otels want you to think of their properties as your home away from home. But does your home offer business amenities, exercise facilities, top-notch security and fully stocked refrigerators by your bed?
Unless your home address is Mar-a-Lago or Bel Air, probably not. But the hotel industry takes seriously its mission of making your on-the-road abode comfortable. In fact, hotels constantly change and upgrade their amenities in response to traveler trends and needs. So here's a look at what's new behind those card-keyed doors.
Back in Business
You may have noticed that modem hook-ups, copy centers and voice mail are becoming as ubiquitous as Gideon Bibles and tiny soaps in many hotels. The reason? Business travel is thriving, even in this age of speaker phones, e-mail and videoconferencing.
More travelers are taking work on the road than ever before, and hotels recognize that business travelers need business tools. In fact, according to a recent telephone survey of 395 business travelers conducted by CLT Research Associates and Marriott Lodging International, 62 percent of U.S. business travelers pack personal computers, 28 percent carry portable phones and 24 percent include pagers in their luggage.
Accommodating the business traveler is hardly a new concept to Red Roof Inns, says Jeff Horch, director of government sales for the chain. "We've really been ahead of the curve in recognizing the need for business amenities," he says, "so our properties have had modem hook-ups and large desk spaces for years now."
Now, Horch says, Red Roof Inns' enhanced "Business King" rooms go an extra step by outfitting business travelers with recliners, larger work areas, speaker phones and-for those occasional breaks from business-25-inch televisions, movies on demand and Nintendo video game sets. "They remain our most popular rooms," he says. One potential caveat to government travelers: Double-check whether a hotel offers these amenities at a premium, and, if so, whether the nightly room rate is still within the per diem.
Safe and Sound
"Security is our top concern at all times," contends Red Roof Inns' Horch. Keeping properties secure is a priority with hotels, because personal safety is a top concern of most travelers.
Much of the concern over hotel safety is due to the increasing numbers of travelers on the road alone, as well as a growing population of female business travelers. The July 14 Travel Weekly reports that Swissotel has formed an advisory board of women business travelers to address security concerns. One measure the hotel chain has instituted is escorting female guests to their rooms. Linn Asbury, manager of industry programs for SatoTravel, says solo travelers also can ease their minds by requesting rooms near heavily trafficked areas like elevator banks.
Also, registration clerks should never say room numbers out loud while guests are checking in, Asbury warns. They should write the numbers discreetly on a receipt or key-card jacket. "If you feel that someone could have overheard your room number, promptly request another room," she advises.
Hotels aren't handling traveler safety issues just within their walls. Red Roof Inns has designed interior corridor buildings for its new properties instead of outdoor corridors, which some female customers perceive to be less secure, says Horch. In addition, he says, Red Roof Inns, like many hotels and motels, never puts room numbers on its keys and replaces the room's entire lock if even one key is lost. "It doesn't take us losing multiple keys before saying, 'We'd better change that,' " he says.
Before You Go
What else should business travelers keep in mind when staying in a hotel or motel?
Your contracted travel agent already should have confirmed your low government rate, but it never hurts to double-check when you confirm your reservation or check in. "Also, ask if the rate quoted is the lowest available at the time," advises Asbury. Chances are, it is-government rates are about the most reasonable around-but occasionally a property will slash prices even further on short notice, especially if it's in a suffering market.
If you've requested a room that's smoke-free, with a king-size bed or a particular view, always re-voice that preference when you check in. Although most hotel properties will do whatever they can to accommodate your request, "these special-request items are honored on a first-come, first-served basis and are almost never absolutely guaranteed," Asbury warns.
If a hotel offers airport transportation, shuttle service to downtown attractions or free breakfasts, so much the better for your per diem. "Many of our properties are now including a complimentary meal in their rates," says Lynn Shatterly, director of worldwide sales and specialty markets for Best Western International. "Our rates are already within government per diem, so they end up ahead."
The U.S. Lodging Panel reports that the number of trips requiring a stay of more than 15 days has increased by 7 percent since 1985. If your travels keep you away from home for more than a few days, consider checking into an extended-stay facility. This rapidly growing segment of the hotel industry outfits travelers with many extras, including kitchenettes and separate sitting rooms, at affordable rates.
Find out whether your hotel imposes cancellation fees or early checkout charges. To keep prices down and no-shows to a minimum, many hotels and motels charge from $25 to one night's stay if your plans change unexpectedly.
When your trip is over, let your travel manager or agent know whether the hotel met your expectations. Customer comments are taken into consideration when it's time to renegotiate government rates and preferred-vendor programs. As the cards in hotels proclaim, "Your opinion truly counts."
Nancy Gast Romps is senior editor/writer at SatoTravel, a $1.2-billion travel management firm based in Arlington, Va.
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