USA TODAY US Edition

Writer’s stays ‘felt generally safe’

Masks ‘hit or miss’ at Hilton, Marriott, Hyatt

- David Oliver

WASHINGTON – Salivating at the buffet table, eagerly awaiting a sizzling omelet. Cramming into a crowded elevator with a long weekend’s worth of luggage in tow. Debating whether to go for the Peanut M&M’s or Twix minibar purchase.

None of these quintessen­tial hotel moments happened during my three nights at hotels in Washington this month, and it doesn’t take a public health degree to know why: the coronaviru­s pandemic.

The pandemic has slaughtere­d the travel industry, leaving four out of 10 hotel workers unemployed, more than a thousand hotels closed and occupancy rates decimated.

The city’s hotel occupancy rate has been below the national average and hasn’t gone past 40% the past four weeks, according to STR data.

Many hand-sanitizing wipes, meals and mirror selfies later, I’m here to tell you staying in a hotel felt generally safe, with the caveat that these three hotels don’t wholly represent their respective brands nor the industry at large.

Hilton

What stuck out to me most during my stay at the Hilton Garden Inn was the lack of diligent mask wearing from staff and guests.

Were people wearing masks? Yes and no. Not a great sign to walk in and have the front desk manager not wearing his mask, even behind the plexiglass barrier. I saw a mask on the desk once I approached the station. The screen seemed a safe enough risk mitigation effort for me, though it is Hilton’s policy that all guests and employees wear face coverings in indoor public areas of the hotel.

“We take the safety of everyone entering our hotel very seriously and, consistent with District of Columbia requiremen­ts, have signage throughout the property stating that employees and guests should wear masks in public areas,” Lee Seiler, the hotel’s general manager, told USA TODAY in a statement on behalf of the franchisee. “We will act on your feedback and ensure our employees understand the importance of this policy.” This Hilton Garden Inn is independen­tly owned and managed.

Tiara Poole, 23, of Severn, Maryland, and Sunny Gordass, 24, of Capitol Heights, Maryland, were some of the only people I saw in the restaurant and bar area. They had removed their masks to take pictures but quickly put them on as I approached.

Was there social distancing? I felt comfortabl­e, given how few people were around. Signs encouraged guests to social distance in the lobby and the (empty) gym.

How clean was everything? The “CleanStay” label attached to the door inspired confidence. Guests know their room has been cleaned if this seal is not broken.

The remote control in my room included a “CleanStay” label.

Marriott

I immediatel­y felt safer in the Courtyard by Marriott seeing the front desk person had a mask on. I signed a form promising I wouldn’t host any parties and showed my ID through the plexiglass barrier.

Were people wearing masks? Hit or miss for guests and employees. Those with masks lifted them up upon seeing another person. I spotted a pair of gentlemen with no masks in sight sitting in two lobby armchairs, and no one on staff seemed to notice or care.

“Our hotel requires everyone to wear masks in all indoor public areas and select outdoor spaces,” complex assistant general manager Togi Mahdere told USA TODAY. “We appreciate you alerting us to your concerns as feedback provides us with the opportunit­y to continue to enhance our services.”

Rasheem Rooke, 46, of Washington was taking a staycation to get away from “all the excitement and energy at home,” he told USA TODAY.

He said people had been wearing masks. “There have not been any issues with that, coming and going, even getting in and out of the elevator or walking down the hallway,” he said.

Was there social distancing? Given low occupancy rates and a lack of business travel, it was fairly easy to maintain distance. I rarely had to worry about sharing an elevator with someone, and when I did, the person was masked.

How clean was everything? The remote control covered in plastic in my room was encouragin­g. Hotel policy said there would be disinfecti­ng wipes in my room, and I found two small ones by my soap and shampoo. Hand-sanitizing stations were available throughout the hotel as advertised.

Hyatt

The lobby of the Grand Hyatt struck me as easily the most gorgeous of the hotels I stayed in. But it also felt empty and sad. The employee who handed me my dinner seemed genuinely thrilled to see me.

Were people wearing masks? Hit or miss, though staffers were masked. Two women, who were not guests, sat in the lobby with bandannas or gaiters lowered. This is against Hyatt’s policy, which requires masks in hotel indoor public areas and outdoor areas.

“Some guests may be exempt from this mandate, including guests with medical conditions, guests consuming food or beverages in restaurant­s and children under the age of 2,” Majed Dawood-Farah, general manager of the Grand Hyatt Washington, told USA TODAY.

Was there social distancing? Yes, given that few people took up the cavernous lobby.

I ordered meals by calling the front desk after viewing a menu via a QR code in my room.

Eduard Katehakis, 24, of College Park, Maryland, was working on his computer in the lobby. He decided to have a staycation after being impressed by employees’ cleaning prowess.

“It’s the best place to work just because there’s so much space in this lobby,” he said. “I like staying away from people.”

For the most part, people have been masked and distanced, he said. “I get very upset when people don’t just because I know that I’m doing my part,” he said.

How clean was everything? In front of the elevators on about a dozen floors, I saw hand-sanitizing stations. Hyatt’s policy said these would appear “prominentl­y” throughout the hotel, which was true.

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 ?? DAVID OLIVER/USA TODAY ?? Top: Hotel menus are available at the scan of a phone. Middle: Hilton’s label guarantees cleanlines­s. Bottom: The Grand Hyatt provides hand-sanitizing stations.
DAVID OLIVER/USA TODAY Top: Hotel menus are available at the scan of a phone. Middle: Hilton’s label guarantees cleanlines­s. Bottom: The Grand Hyatt provides hand-sanitizing stations.
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