The secrets of five star hotels that you don’t want you to know


  • A Quora user asked, “What are the things about 5-star hotels that they don’t want you to know?”
  • Users with experience in the hospitality industry, including roles in Rosewood Hotels and the Mandarin Oriental Hotel Group, responded to the thread.
  • Here are their most interesting secrets behind the scenes.

Whether your lifestyle allows you to stay there or just admire them on Instagram, five-star hotels are an attractive prospect.

From doormen to champagne-filled suites, the world’s most luxurious hotels make it seem like they’ve got everything under control. But there is more going on behind the scenes than you might think.

A Quora user asked the question, “What are the things about 5-star hotels that they don’t want you to know?”

A number of people who claim to have experience in the hotel and hospitality industry responded to the thread – here’s what they had to say.

Your social status matters …

Chief Business Development Officer Cameron Nezam, whose LinkedIn profile cites senior positions at Rosewood Hotels & Resorts and Mandarin Oriental Hotel Group, noted that your status gives you more leverage when staying at a luxury hotel.

“If you are a top guest, a VIP guest, a loyal guest, you give them value by staying there so they will most likely put you on the ‘special attention’ list,” he said. he writes. “How special your experience depends on who you meet, whether it is a front desk agent, reservation agent, front desk manager, sales manager, etc. .

“Notice when this manager walks around the office quickly when a List A guest is on their outskirts, they want to make sure everything is okay. “

He added that this “special attention” often occurs behind the scenes through notes in the property management system.

“A celebrity or a wealthy guest will certainly be watched more carefully than an ordinary citizen at these hotels,” he wrote.

… and they often know who you are before you arrive

Hotel Reception

Dmitry Kalinovsky / Shutterstock

Nezam said that upscale hotels try to Google every guest who stays with them “to get an idea of ​​who they are, what they look like and, again, rank each person’s status. This will determine the quality of a room they will get. get. A vice president of a small business will likely get a better job than a senior associate of a big, well-known company. “

Your behavior is recorded in a database

“If you get mad at someone, it goes in your ‘profile’,” Nezam said. “If you make a big deal of being put in a room near an elevator, it gets recorded.

“This is so that they can better anticipate your needs and provide an intuitive service which is considered a 5 star level. If you are a troublemaker, there may be a manager who takes care of your check in / out. . “

They can’t enter your room if your Do Not Disturb sign is on

hotel do not disturb

Kenishirotie / Shutterstock

It’s a legal matter, according to Nezam, and it’s a “big deal” if they do it anyway.

They often give free rooms to celebrities and influencers …

It’s in the hope that they’ll get a promotional Instagram post in return – and they usually do.

… but they will never reveal who is staying there

hotel room keys

Dmitry Kalinovsky / Shutterstock

“This is a BIG rule and the reason they earn their reputation and instead rely on guests to promote themselves,” Nezam said.

Bruce Claver, who claims to have over 25 years of experience in the luxury hotel industry, wrote: “In fact, the employees themselves are required at many high-end hotels to sign a nondisclosure agreement beforehand. to be hired.

“They have a duty to keep the top secret in order to attract and permanently maintain their designated market, affluent guests … They have money to spend and usually friends and family who also have money to spend. ‘money to spend and are potential guests. “

He added: “Famous people never stay under their real name and we allow people to be registered under an alias or as NRG, unregistered guest, so that their name does not appear on the screen. from the computer if the front desk clerk types it in. “

They will protect your privacy if you are having an affair

“You will see people coming with their girlfriend / boyfriend one weekend and then with their family another,” Nezam said. “The staff will look the other way and make sure they don’t accidentally mention anything.”

You will be better treated if you tip

While this one might seem obvious, Nezam added, “Once you’ve tipped a good word rumor will circulate and hunters and other staff will act more nicely to you in case you decide to tip again. good tip. “

Luxury hotels also have cockroaches

That’s according to Claver, who, with “20 years of luxury hospitality experience at the five-star / five-diamond level” according to his LinkedIn profile, said that “even the best-kept hotel kitchens have cockroaches.”

There are benefits that they don’t advertise …

breakfast in bed

fotoinfot / Shutterstock

Andrea Lopez, an employee of Mexican Beach Resorts since 2010, says every good hotel has perks and amenities they don’t advertise because they don’t want guests to take full advantage of them. This can include free champagne and chocolate covered strawberries, special in-room decorations, free breakfast, and even a room upgrade.

… and you will have access to it by befriending the concierge

“Since most people approach them with anger or with a complaint, concierges always appreciate a customer who treats them kindly and returns the favor with extras or good information,” Lopez said. “There is no better ally than the concierge, especially if you are on vacation.”

Jim Stevens, founder of, added: “Hotel workers are often in line with demanding customers and complaints. So a little kindness can do a lot of good.

If someone dies you’ll never know

Stephen J Serva Dei, who runs a restaurant service, wrote that people die in hotels on a regular basis – and the establishment will do everything possible to keep them quiet.

It can range from the death of elderly people overnight from natural causes to drug overdoses and even suicide. “No hotel announces whether someone has died in a particular hotel room, for obvious reasons,” added Serva Dei.

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