Thursday, April 06, 2006
Acosta: Transient Dabawenya
By Mabel Guia Acosta
We've got mail
THE year started grand for Davao City. What with the successful hosting of the Asean Travel Forum (ATF), Davao City has finally achieved its long time yen to be in the world tourism map. Hurrah to my Davao!
And the ATF was supposed to be the catalyst for change and improvement for the travel trade and hotel and lodging industries of the city.
During the preparations for the big event some have done cosmetic improvements -- well and good. But, in the months after the event, there was no follow up to all the enhancements and some industry members were content to just let the new paint peel off till the next grand event of the city.
This story, yes, speaks from experience. Because after four years of being in and out, around and everywhere in downtown Davao City lodgings, I thresh out my sheer disappointment over the state of hotels that I have stayed at.
I have, since 2002, been an adopted Dabawenya, by virtue of Councilor Leo "Happy LA" Avila who I fondly call ninong. I am a writer, publicist and marketing specialist by profession. Business, among other things, found me home almost every month. I am what you can call a transient Dabawenya.
Yes Davao City is home. And hotels and lodging places are my temporary abodes. I often contemplated on maintaining a real abode, but I really don't stay that long to fully do so. Just like a really good friend once said, "The thing with you, I don't know when you're coming or going!"
Then again, I could always room in with my maternal grand aunt all the way in Matina. But unlike typical relatives, I never liked the idea of imposition, so the four corners of a hotel room has always been it for me.
For someone just passing through, I don't check in expecting to be treated like I were at the Ritz Carlton Hotel. I just expect to have a really clean room, fresh smelling pillows, mattress and linens, take a shower with a choice of water temperature, sleep without fear and feel secure enough that no one will knock at your door in the middle of the night.
My only whims if you can call it such are: cable TV with working remote control and access to the Internet, be it wi-fi or dsl. I don't really ask for much from these establishments.
Just quid pro quo, I am a paying customer from my hard-earned money, so please give me what is due. I'm also not claiming to be an authority on the subject, but I did have several units tucked under my degree. But let's not go there. Simply put I am a guest, treat me as such.
Running a hotel is like having houseguests only in a grander scale. When we have houseguests, we make sure that we make them use fresh linens, towels are new, and the room is clean -- even spotless -- all because we would like them to feel welcome and well taken cared off. But of course the main difference is that revenue for service.
On the other hand, I do give credit to the warmness of the people in all the places I've stayed at. But the friendly and welcoming atmosphere extended by the hotel staff cannot cover-up for the lax and complacency in maintenance and housekeeping.
Without mentioning the establishments' names, I would like to point out areas where the hotels have been remiss.
Beddings, Pillows & Towels -- Generally, beddings and pillows should be changed every three to five years. Bed bugs and other acarines inhabit them and take up residence in them and those microscopic things sleep with you each time.
Linens are also great indicators of the kind of maintenance an establishment applies... Housekeeping should pay much attention to stains and holes. And too much fabric conditioners and chlorox give one an instant allergy attack.
Stocky & Stuck -- There are several places where the lighting feels and looks old. Am well aware of cost cutting but please choose lightings that illumine and not leave guests in the dark.
Cold & Insensitive Front Office Staff -- There's one incident at one of the bigger hotels of the city, they are so "big" that the front desk officer had the temerity to say, "A hand towel is missing, did you get it?"
Pardon me, you're barking up the wrong tree. I'm not in the habit of taking what is not mine. Of course, I brought the matter up to the attention of the General Manager. Hey I don't think rudeness is part of the training for front desk officers.
Smell -- I actually enjoyed my stay at this hotel quite near the old airport -- rooms are big but there was no specific smoking or no smoking floor. Luck is when you end up with a room that doesn't have nicotine as part of the general ambiance.
And there are ways of getting rid of the stuffy smell. Believe me there are cost-friendly ways to make the room smell fresh and even germ free... But then again, why be stingy when it is the health and comfort of your patrons at stake?
Also just because your establishment has been around doesn't mean you have to live up to the stigma of being old.
Of Mice and Men -- Maybe it's because of the drapery and or carpeting of this hotel that I had a "guest" in my room -- a small mouse traipsed along the wall paneling.
Then in a recent stay, I've checked-in in this establishment a couple of times two years ago. But sadly the years have not been well. Apart from the smelly and worn out beddings, rats inhabit the room -- mine in particular had two jumping small ghastly critters!
Did you think that the owner even cared that a guest was shrieking and freaking out because while sleeping, she is wakened by the circus act of rats on her bed! According to Christopher Go, the mayor's executive assistant, hotels, restaurants and the like fall under the jurisdiction of the City's Health Department.
I don't know how extensive and frequent and if they do check on the state of these hotels, but believe me, there ought to be a regular schedule and efforts to avoid the presence of insects, rats and whatever that give an establishment a bad name.
Air-conditioning -- I commend the places that have old units but still run well because of proper maintenance. But sometimes, it is better to replace the old units with new ones, as they save on energy and of course they serve their purpose better.
Cleaning -- Yes, the rooms are cleaned everyday. But do they really clean? The walls and ceilings also need cleaning, I don't know how housekeeping does it, but cobwebs and dust balls -- the last time I've checked are not part of the original interior of the room.
It has happened several times, even in the big hotels that I had to offer to clean the room myself. Closets and drawers are always the best jack-in-the-box experience. You'll never know what's there until you open them.
And please can they also clean the TV screen it's as easy as wiping the darn thing with a clean rag, but they don't quite notice the smudges on the set! In order to maintain these establishments in tip-top condition -- the owners and the managers should take a second look on how they are running things.
Let us not be content since guests keep on coming -- but wouldn't it be a lot better that while they are still patronizing your place, you also leave them with good impression enough for them to recommend to the next person.
Word of mouth is still the best advertising tool -- and it could make or break you. The state of the hotels in my home sadly mirrors smugness and lethargy. I don't think it needs an act of congress to effect change.
Effective and scientific hotel management is needed -- this is the challenge addressed to the hotel owners. And for and in behalf of the other transients who frequent the city, we call on the local government agencies and officials to look into this matter with a prayer that this may not fall on deaf ears and blind eyes.
For Bisaya stories from Davao. Click here. (April 6, 2006 issue)
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