Prominent British etiquette expert William Hanson has criticised the “commercial” sense of entitlement that often leads guests to behave poorly in hotels, highlighting issues ranging from excessive noise in corridors to the theft of bathrobes.
Hanson, who serves as the Director of The English Manner institute in Central London, recently created the Grand Etiquette Hotel Guide for Hotels.com.
He attributed bad hotel behaviour to a “transactional proposition,” where guests feel entitled to act in ways they never would at home, such as being rude to staff or leaving rooms as “absolute bomb sites”.
A study conducted by Hotels.com revealed a list of “dark hotel deeds” committed by British travellers, including jumping breakfast buffet queues, reserving sunbeds with towels, smoking inside rooms, and even washing undergarments in kettles, reports BBC.
Despite these habits, the report found that Britons still rank themselves among the politest travellers globally, a self-appraisal Hanson attributed to national pride in good manners.
Learning from Americans
Hanson suggested that British guests could learn from Americans regarding communication. He noted that while Brits often complain to each other about poor service while telling staff everything is “lovely,” Americans have less resistance to addressing problems immediately.
“Brits sometimes mistake being polite for being a pushover,” Hanson remarked, encouraging guests to maintain their dignity while courteously pointing out when standards are not “up to par,” such as dirty towels or uncleaned rooms.
Staff recognition and upgrades
The etiquette expert emphasised that treating staff with respect is a fundamental requirement. He advised guests to use the name badges provided to address staff members personally.
According to Hanson, recognising staff as individuals rather than functions often results in staff going “the extra mile” and may even lead to upgrades or perks, such as complimentary glasses of champagne.
He also encouraged guests to leave positive reviews and thank-you notes, noting that British travellers are often more “programmed” to write damning reviews than to praise excellent service.
The ‘cathedral’ of corridors
Hanson highlighted several specific pet peeves regarding hotel infrastructure. He described hotel corridors as spaces that should maintain “cathedral-like” quietness, as guests may be sleeping during the day after working overnight.
He further advised guests against “schlepping” their own luggage through carpeted hallways, noting that concierges, porters, and bellboys are specifically employed to provide this service.
Regarding hotel amenities, Hanson drew a clear line between acceptable souvenirs and criminal activity. While taking slippers, cotton pads, nail files, and sewing kits is permissible, he clarified that taking towels, bedding, bathrobes, or hairdryers constitutes theft.
He also noted that many hotels are moving towards sustainable, wall-fixed toiletry bottles to prevent guests from taking them away.
