Frank Laino has been alive in European hotels aback he was a teenager. The British-Italian bifold aborigine started alive alongside his uncles at the Auberge San Pietro in Positano, again confused aback home to London, area he formed his way up afore landing at The Stafford, area he has been for about two decades. Laino, a arch babysitter at the flush hotel, has apparent it all: actuality are his best $.25 of acumen about tipping, etiquette, and how to accuse to the advanced board in the age of Yelp.
What are the above differences amid angled in America and angled in the U.K.?
We’re not afraid up on austere percentages. If there is a account allegation on a bill already, you don’t accept to add addition account charge. That applies to aliment and cooler outlets at hotels—they accept 12.5 percent about included. For advanced of abode staff, like porters and concierges, it is accepted to tip, and I’d say if you formed with the babysitter afore your accession and they did a lot to advice you, it’s a nice blow to appear over and acquaint yourself and action a tip, but you don’t allegation to tip the babysitter during your stay. You can tip the bellman, but you don’t allegation to tip as you go. Feel chargeless at the end, if you’ve had acceptable service, and tip the maid. But added than that, I don’t anticipate it’s antithetical to added services. I wouldn’t tip in a taxi, unless it’s a actual continued cruise like to the airport or article in which case I’d advance ten percent. Just annular up to the abutting pound.
The convenance of abacus “resort fees” to auberge allowance ante is a hotly debated convenance in the U.S. Is it the aforementioned beyond the pond?
I anticipate it’s absolutely adjoin accommodation to allegation bodies hidden fees. Any resort or auberge has to be absolutely upfront with their appraisement not to actualize a bearings back a bedfellow departs. You don’t appetite a bedfellow to leave unhappy, because that undoes all the assignment you did. If it’s not anon clear, I anticipate a auberge is allurement for trouble, and they will acquire what they sow. If they don’t accomplish bright what you’re advantageous for and why, it will be bad. Attending over your confirmations closely, and if you see the fees the end of the break you should concern it there and then. It’s bounden on the auberge to accomplish abiding the applicant doesn’t leave unhappy. We are advanced accessible to bad reviews online, and no auberge wants that.
Say you accept a blatant affair on your floor, or article in your allowance isn’t right. What’s the best way to accuse to the advanced board about the issue?
You can’t wait—do it beeline and accord the auberge every befalling to fix it. Bodies are people, and back they’re in hotels they do sometimes behave in aberrant ways, and things do appear and go wrong. There is no auberge area there are not issues every day. It’s about giving the auberge a adventitious to fix it, back you accompany it to their attention. There’s annihilation worse than a applicant not accomplishing that and again giving a bad review. That’s bad manners. Any auberge account its alkali will angle over backwards to boldness an issue. That’s acceptable business sense, apparent and simple.
Speaking of bodies abrogation online reviews, how do you as an industry argue with them? Is it bigger to respond, or does that accomplish you attending like you’re arguing with a guest?
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