You might be missing something important at your hotel – and it’s useful to know before your next journey.

During the pandemic, many hotels began to make cuts, and some of these changes have stuck around. Essentials, like sewing kits, decent toilet paper, and quality customer service, have dwindled.

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Seriously, no toilet paper? You heard it right. A few weeks ago, while staying at a chain hotel in Lucerne, Switzerland, I realized there was no toilet paper in my room. I had to venture to a nearby supply closet to remedy that situation.

“I’ve definitely noticed a reduction in the amenities offered,” remarked Jenifer Breaux, a luxury travel advisor. “Guests used to receive a range of nice extras, but many have either diminished or disappeared entirely.”

What’s the Toilet Paper Situation in Hotels?

But really, toilet paper?

Okay, I’m trying to be understanding toward my hotel. Sometimes housekeepers just overlook things. Yet, I’ve also stayed in other places, including vacation rentals, where I found only half a roll (leaving guests to resort to tissues until they could go buy more).

Kathleen Panek, who owns a bed and breakfast in Shinnston, West Virginia, claims that a minimum of two spare rolls is ideal, with at least one already mounted. However, she notes that part of the problem is that guests sometimes take extra rolls when checking out.

Panek recalled a fellow innkeeper sharing a wild story about a toilet paper incident.

“She spotted a guest struggling with a large suitcase on her way out,” she recounted. “The suitcase slipped, rolled down the steps, and when it opened, it was packed with all the toilet paper from the supply closet.”

Other Amenities You Might Find Lacking

▶ Clock Radios: The disappearance of clock radios is understandable. With most people now relying on their phones for alarms or front desk wake-up calls, these devices have become less popular. Yet, frequent traveler Richard Wong from Washington, D.C., pointed out that their presence was handy for charging devices. “Guests often forget to turn off the alarms when they leave, which ends up disturbing nearby guests,” he explained. Nonetheless, many miss the utility of their charging ports.

▶ Soap: The charming extras that once defined hotel stays are fading away, noted seasoned traveler Andy Abramson. “Mouthwash, sewing kits, and individual bars of soap – I can’t find them anywhere,” said Abramson, a communications firm owner in Las Vegas. “Even if you specifically ask for them, they aren’t available.” These small luxuries have vanished in the name of cost-cutting, framed instead as sustainability efforts. While luxury hotels may receive complaints about lacking personalized soaps, they argue it’s a way to reduce waste, making their operations more environmentally friendly – but at the expense of guest experience.

▶ Housekeeping: The pandemic opened the door for hotels to cut back on housekeeping services, a trend that several have continued. Most places now only provide room cleaning when specifically requested, with minimal towel exchanges. “The reduction in housekeeping is likely due to ongoing efforts to save costs,” explained travel expert Ariel Figg. Some hotels suggest these reductions help with sustainability (read: financial sustainability).

The Most Important Absence in Hotels

Arguably, the most significant missing element is something you can’t see: quality customer service.

Andrew Garnett, CEO of Special Needs Group, an organization that plans travel for people with disabilities, has observed a noticeable decline in customer service within the hospitality sector. He claims that things have not bounced back to pre-pandemic levels.

While hotels often attribute their service shortcomings to staffing shortages or supply chain disruptions, there’s more to the story. With the travel industry setting new records, it has become a seller’s market for hotel rooms.

You don’t need anyone’s help to succeed, and that’s why they won’t offer it.

“I recommend booking with a trusted company that prioritizes customer satisfaction,” suggested Garnett. “The reliable ones will go above and beyond for you.”

But how can they do that?

What to do if your hotel is missing items

I’ve noticed that many essentials are frequently missing from hotel rooms these days, and I’m not even counting common things like toilet paper. I’m referring to things like soap, coffee makers, towels, and even pillows.

• Request a replacement: The simplest way to get what you need is to just ask for it. Even the poorest hotels will respond to a request for an additional towel or coffee. However, you might have to ask more than once.
• Bring your own items: For essential items, it’s best not to depend on the hotel. Pack your own. I always bring my own shampoo and soap, and I carry my French press for coffee. The only hotel coffee makers I trust are the expensive Nespresso machines, which are rarely available.
• Take your issue up a notch: If something that’s supposed to be provided is still missing, escalate your request. Ask for the manager on duty or the hotel’s general manager. It may take some time, but if the hotel can help, they will. If that still doesn’t resolve your issue, and you’re at a chain hotel, consider contacting someone higher up at the corporate office. I’ve compiled their names, phone numbers, and email addresses on my consumer advocacy website.

Customers might be more forgiving of these service shortcomings if hotel prices weren’t so steep and if hotels showed more humility. Instead of offering an apology, many hotels often add extra charges.

“The most annoying part is the additional resort fees for amenities like pool or gym access, regardless of whether you use them,” noted Mitch Krayton, a travel advisor based in Aurora, Colorado.

You don’t need to be a hotel expert to see the direction this is going. Hotel prices will eventually drop again as the market shifts. Then it will be time for payback. Frustrated guests will negotiate lower rates from the same hotels that have been skimping on amenities, and those hotels may have it coming.