Former hotel worker reveals the secret to getting more out of a stay

I worked the front desk of a hotel and the trick to getting more service is simpler than you think.

There are endless articles dedicated to arming readers with ways to get a better deal when booking hotels, flight upgrades and general time-saving travel hacks. They’re full of wild claims, from what you wear to claiming it’s your honeymoon – even when travelling with your mum. Having worked on the front desk at a busy, seasonal hotel in Canada, (not to mention several other customer service jobs of varied kinds), I can promise you the answer is much simpler. Be. Kind.

This might seem obvious, but if you think that – congratulations you’re a good person. Because I can promise you this is news to many. Either way, I can guarantee that whether there’s a problem, or you’re angling for a little something extra, when you approach staff with kindness they will go out of their way to help. If you don’t, and heaven forbid you come at them with anger, they will (fairly) only do the bare minimum required to satisfy their higher-ups.

Of course, there are many ways to be kind, so I’ve shared some of my top tips below. With the caveat that the hotel staff you deal with aren’t setting the rules, and sometimes there’s no workaround. Your discount isn’t worth their job, so keep that kindness going even if nothing comes from it.

1. Show genuine enthusiasm

This is actually my favourite tip. The hotel I worked at was in the middle of the Canadian Rockies, so very much a place for people who wanted to hike and explore the beautiful wilderness. While a little orientation spiel was part of our expected greeting to guests as they checked in, I can tell you I soon learnt to have two different versions: the one for guests who clearly loved to explore and were excited to be there, and the very basic main-tourist-sights-only one for everyone else.

The ones who showed enthusiasm got all the best tips on harder-to-find trailheads that lead to far better views, without all the crowds.

Enthusiastic guests always get the best hiking tips. (Image: Will Tarpey)

2. Don’t trash the place

You don’t have to clean, but I promise hotel staff talk and they will all know within five minutes if you’ve trashed the place. Even if you’re a rockstar, putting your rubbish in the bin and flushing the toilet should be a given. Unfortunately, I can tell you that our housekeeping staff had to deal with much worse. One particular room that was left somewhat resembling a swamp comes to mind. Those guests did not get any free breakfast.

Keep it clean, and staff won’t be mean. (Image: Getty/ Alvarez)

3. Make a friendly phone call

Very few people have ever done a favour for some words on a computer screen, but sometimes if you pick up the phone you can find yourself with a whole lot more than you bargained for – in a good way.

A good example of when you should pick up the phone is if you’ve left the booking until the last minute. Often hotels will drop the rate of any remaining rooms later in the evening just to get someone in. You can also have this conversation face-to-face. But I promise if you give off entitled, angry or creepy vibes there will never be a price drop. I’ve actually put the price up when a group of drunk and belligerent men rolled up at 11am. Unfortunately, they took the room anyway.

You should also give hotels a buzz if you need to change the booking date, or you’ve left your cancellation to the last minute. Online, there will be no mercy. On a friendly phone call, and if the rates allow it, staff will often be happy to help you change the date of your stay until later, which you can then cancel the usual way if you so choose.

Call reception with a smile, and you might get a bargain. (Image: Dylan Calluy)

4. Ask nicely

No one owes you an upgrade, or more teabags, or whatever thing that wasn’t explicitly mentioned in your booking that you may be hoping for. But when you walk down to the front desk and ask nicely, if there’s anything to give you will get it. Don’t beat around the bush talking about what a regular client you are, don’t demand anything, don’t forget to treat the person you’re talking to with the same respect as you would anyone else – because then you won’t get diddly squat, even if it’s available.

Kindness gets you everywhere. (Getty/ Johnny Greig)

5. Book directly with the property

Nine times out of 10, you’re going to get a better rate (and maybe even some extra perks, like a free mini bar) if you book directly with the property. Again, I recommend calling to ask if there are any specials, but otherwise definitely book directly through the website over a third-party option.

Book directly and there might be an added bonus. (Image: Francesca Saraco)