People often behave differently in hotels than they do at home and not always for the better. William Hanson, a leading British etiquette expert and director of The English Manner institute in London, says this stems from a “commercial” mindset: guests mistakenly feel entitled to act in ways they never would in their own homes.
A recent Hotels.com report found Brits queue-jumping at breakfast buffets, reserving sunbeds with towels, smoking in rooms, and even washing undergarments in kettles. Yet the same study shows Brits rate themselves among the world’s most polite travelers. Hanson isn’t surprised: “We pride ourselves on our good manners,” he says—but admits he’s “relatively horrified” by hotel faux pas daily.
Treat Staff with Dignity and Use Their Names
Hanson stresses that respect for staff is non-negotiable. “Everyone in any industry deserves that,” he says. Being polite doesn’t mean being a pushover; guests should confidently but courteously report issues like dirty towels or unclean rooms. Using staff names read from badges or introductions makes a huge difference. “They will go the extra mile because you have seen them as a person,”
Want an Upgrade? Start with Kindness
While loyalty programs help, simply being decent can earn perks. Scowling during a slow check-in won’t win favors. Hanson keeps a note of staff names in his phone and uses them on repeat visits once earning three complimentary glasses of Champagne just by remembering a manager’s name.
Hotel Corridors Should Be “Cathedral-Like”
Noise is a major pet peeve. “Hotel corridors should be cathedral-like in their quiet serenity,” Hanson says, reminding guests that others may be sleeping during the day after night shifts. Children chasing each other or loud conversations in hallways disrupt the primary function of a hotel: rest.
Know the Line Between Souvenir and Theft
Taking slippers, cotton pads, or sewing kits is fine; hair dryers, towels, robes, and bedding are not. Many hotels now use wall-mounted, refillable toiletry dispensers to encourage sustainability and signal what’s off-limits.
Don’t Drag Luggage Through the Lobby
In upscale hotels, Hanson advises against schlepping bags through carpeted corridors. Concierge, porters, and bellboys are there to assist. “That is the service they are providing,” he says so let them do their job.
