88. Do Your "Policies" Truly Make Sense (Still)?

My mind is constantly wandering and wondering. I overthink about the possibilities, about the whys and the why nots. I always seek to understand what I don't.

Like the resort which says they do not serve complimentary water (not even filtered) by the pool side. Why? Yet your restaurant does. If it is about saving costs - then why hire the dance performers when there are only four guests who have booked for dinner?

Or when the hotel spa says that they cannot pre-fill the health questionnaire with the guest name and room number - even though a prior appointment had been made. (To be clear, we are not asking the team to fill in the part on health conditions, areas to focus/avoid or to sign off for the guest.) When asked why, the spa manager said they "have always done it that way", and according to her, if the spa employees were to pre-fill the guest name and room number in advance before the guest arrives for treatment, "it would void the disclaimers for injury/theft/loss". I seek to understand - who had said that?

At a tropical resort, guests are reminded not to leave any food outside in case of wildlife, insects, etc. Yet when we call Private Dining for tray clearance after a meal, we were informed to leave them outside our room. Conflicting messages?

How about the hotel that promotes the QR-code for its in-house facilities and room menu, telling guests that they are cutting down on the collateral, and yet on the desk during arrival, there is an array of printed materials: generic welcome letter, spa promotional leaflet, activities, notice for maintenance works that week, etc. Contradicting?


Reflective thoughts: When was the last time anyone had reviewed your hotel's or department's policies? Are they still relevant? Is there anything that could/should be updated?

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