"The Decline of Customer Satisfaction in the Hotel Industry: Filthy Rooms, Higher Prices, and Reduced Service"

The hotel industry has seen a decline in service quality as hotels have scaled back on housekeeping and other services during the pandemic. With labor shortages and rising labor costs, many hotels are reluctant to staff back up, resulting in dirtier rooms and reduced customer service. Some hotels have even made cleaning optional, offering perks in return for skipping housekeeping. While hotel occupancy has rebounded, employment levels have not kept pace, partly due to workers leaving the industry during the pandemic. Hotels are also facing higher costs and are looking to offset them by reducing labor expenses. As a result, customers are paying higher room rates but receiving less service.