The 'Luxury' Hotel Without Room Service: A Unique Phenomenon or a New Norm?

Is Room Service Still a Standard?

Room service is a feature that many travelers value, while others may not care about it at all. This raises an interesting question: is room service a standard amenity that every luxury hotel should offer, or is it merely a luxury?

No Room Service at Royal Hawaiian Waikiki

The Royal Hawaiian Waikiki, part of the Marriott Luxury Collection, boasts 528 rooms and is renowned as one of the top hotels in Waikiki. What surprised me is that this hotel has not provided room service for many years.

No, it’s not that they only stop serving during certain hours; they genuinely do not offer this service at all. Instead, the hotel encourages guests to order food through delivery services, but you still have to go down to the lobby to pick it up, as delivery to rooms is not permitted.

Room Service - Standard or Exception?

In the past, many full-service hotels included room service as a standard offering. Not just luxury hotels, but most hotels had at least some form of this service. However, this is becoming more of an exception than a rule in the industry.

In the post-pandemic era, many hotels have suspended room service and haven’t reinstated it. This trend seems to apply to various aspects of the hotel experience in the U.S.

Room Service and Profitability

You might be surprised to learn that room service often does not generate profit for hotels. You might think that this service would be lucrative due to the various surcharges, but in reality, most hotels lose money on it.

What Defines a Luxury Hotel?

These economic challenges appear to be why room service should be seen as a standard in hotels that claim to be luxurious, with premium service, rather than just an optional amenity. Not everyone prioritizes this service, but one of the reasons luxury hotels stand out is the convenience they provide.

If you’re willing to pay for premium service, there’s no reason they shouldn’t be able to bring food directly to your room. Still, I was somewhat taken aback to discover this policy at the Royal Hawaiian, even with my low expectations of hotels in the U.S.

Is the Lack of Room Service Becoming Normal?

I’m quite curious whether it’s common for a “luxury” hotel to lack room service. Is it simply a labor shortage in Waikiki, or is there another reason?

Conclusion

The Royal Hawaiian Waikiki, a member of the Marriott Luxury Collection, does not offer room service. In my opinion, this is an amenity that should be standard in any luxury hotel and should be a brand standard for the Luxury Collection. It’s unfortunate that a hotel with over 500 rooms has no way to deliver food to your room. While this may seem like a minor detail in the grand scheme, it reflects a troubling reality about how hotels in the U.S. are cutting costs.