Do Not Disturb: Current, shifting guestroom policies
 
Do Not Disturb: Current, shifting guestroom policies
11 JANUARY 2018 9:30 AM

In light of news that some hotel companies are changing their policies on Do Not Disturb signs and staff access to guestrooms, Hotel News Now reached out to hotel brand companies to learn what their approaches are and what changes they may be planning.

Editor’s note: This story will be continually updated as new information and statements are made available.

REPORT FROM THE U.S.—The Do Not Disturb sign, and its variations over the years, has become an iconic image of the hotel industry, assuring guests they will have privacy and won’t be intruded upon by the outside world, even if it’s just to make the bed.

Walt Disney World Resorts and then Hilton shortly after made headlines over the last couple of weeks after announcing changes to their policies on Do Not Disturb signs and what that means for staff accessing guestrooms during guests’ stays. There is speculation more hotel companies may make similar moves following the October 2017 mass shooting at the Mandalay Bay Resort and Casino in Las Vegas, but both Walt Disney World Resorts and Hilton declined to link their policy changes to that, or any other, event in the articles about their new policies.

To see where the hotel industry is headed regarding Do Not Disturb signs, Hotel News Now reached out to several hotel brand companies to learn their current policies and whether they intend to make any changes to them in the near future. Here is what they had to say:

Hilton
According to Hilton’s official statement on the policy of Do Not Disturb signs:

“Guest privacy and welfare are a top priority at Hilton. We regularly review and update our policies and procedures to align with the latest industry standards. We have long had Do Not Disturb procedures in place, and at the end of last year updated our policy to provide team members with additional guidance on how best to address the welfare of our guests and status of our rooms. This guidance was provided to help properties protect guest privacy, but also manage suspicious activity and any concerns about a guest’s welfare.”

According to a Hilton spokesman, Hilton’s policy is focused on offering advice to properties on how best to manage the extended use of DND signs. Property-level staff have the discretion to make decisions “that protect guest privacy and focus on guest welfare.”

Hilton’s spokesman said the policy does not mean staff will enter a guestroom every 24 hours.

MGM Resorts International
An MGM Resorts International spokesperson shared this comment:

“MGM Resorts is focused on supporting the health and welfare of our guests. All MGM Resorts properties follow a health and welfare check operating procedure that stipulates a welfare check be performed after two consecutive days where a Do Not Disturb sign has been displayed on the door and the guest has not interacted in-person or by phone with housekeeping or other hotel staff over the same period. In addition, our staff reserves the right to enter the room if it is deemed appropriate to conduct a welfare check.

“Importantly, as it relates to the terrible tragedy on October 1, there were numerous interactions with Stephen Paddock every day at the resort, including a room service delivery and a call with housekeeping on October 1, all of which were normal in nature. As a result of these interactions, there was no need to conduct a welfare check. Further, Mandalay Bay staff, room service and housekeeping had contact with Paddock or entered his suite more than 10 times over the course of his stay, including the three days leading up to October 1.”

Hyatt Hotel Corporation
A spokesperson from Hyatt Hotel Corporation shared the following statement:

“The safety and security of our guests and colleagues is a top priority, and Hyatt hotels and resorts worldwide maintain and implement carefully prepared security plans at each location. In light of recent security events around the world, Hyatt is in the process of strengthening its existing policy regarding conducting safety and wellbeing checks on guestrooms every 24 hours. This includes plans for added transparency for guests as well as additional guidance for colleagues.”

Marriott International
A spokesperson for Marriott International shared this statement: “We are currently reviewing our Do Not Disturb policy.”

Wyndham Hotels Group
The company declined to comment at this time.

RLH Corporation
The company declined to comment at this time.

The Mandarin Oriental Hotels Group
The company declined to comment at this time.

Walt Disney World
The company has not responded to a request for comment at this time.

AccorHotels
The company has not responded to a request for comment at this time.

InterContinental Hotels Group
The company has not responded to a request for comment at this time.

La Quinta Holdings
The company has not responded to a request for comment at this time.

Choice Hotels International
The company has not responded to a request for comment at this time.

Las Vegas Sands
The company has not responded to a request for comment at this time.

Wynn Resorts
The company has not responded to a request for comment at this time.

Caesars Entertainment
The company has not responded to a request for comment at this time.

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