What Hilton's CEO Doesn't Get About The Hotel Business And Guests

Hilton’s CEO wants guests to reuse their towels. He doesn’t think hotels should have to provide things better than what people have at home. He’s playing to owners, chasing fees, but diluting his brand – which will limit the ability to collect fees over time.

15 years ago, I began having someone clean my apartment. I was too busy with work to give it my due. Coming home to a clean apartment was always special. It was great.

My bed is6753167531 is675316753167531675316753167531675316753167531675316753167531675316753167531675316753167531675316753167531675316753167531 When I sleep, little touches can make a big difference.

Several hotel CEOs shared their thoughts on the industry at the NYU International Hospitality Industry Investment Conference.

Christopher Nassetta would like you to reuse your towels. It is one thing not to have a lot of cleaning to do. Not to empty trash and refresh towels is one thing.

Last year at the conference, Hilton CEO Christopher Nassetta posed the question: “When you’re at home, do you change your sheets every day? Do you wash your towels every day? … No.”

This year, he doubled down on the notion that if you use your towels multiple times at home, why wouldn’t you do the same at a hotel?

People stay in hotels for a variety of reasons, not the least of which is the fact that everyone has to be someplace. Escape and indulge are what vacations and staycations are about.

Hyatt ran a campaign several years ago. Staying in a hotel is better. It is thrilling. It's not just a roof and a bed, it's an escape.

This is needed in order to make a profit. Big chains have launched boutique brands because of this. People tell stories about who they are based on where they live and the companies they do business with. Most things are more personal when it comes to sleep.

For Nassetta.