Biz.Travel Q&A with Andrew Moth

Biz.Travel: You've been editor at Hotel & Restaurant magazine for nearly 25 years. When Cesar Ritz insisted on a bathroom for every room at The Ritz London, the builder enquired if amphibians were coming to stay. Guests' expectations of hotels have dramatically changed over the years. Which for you have been the most dramatic?

A M: Is it nearly 25 years, it feels like a lifetime! The best hotels now have fantastic bathrooms - much bigger and better than the average hotel guest has at home. So that is one expectation. But the biggest change overall is the emphasis on corporate and business travellers. That's where the money is and everyone must remember that hotels are businesses. But I do miss snooker tables.

Biz.Travel: It seems that as hotels add unexpected luxuries to issue press releases about, they're cutting down on essentials. Where do you think this will end? As it is, airlines are charging for second checked bags, and some hotels are reportedly charging for second pillows.

A M: Travel and staying in hotels have always been for people with real money. Hoteliers will hope it stays that way. But when I am a guest I want a good night's sleep or a really good reason for being kept awake. Nudge, Nudge, Wink, Wink.

Biz.Travel: Speaking of luxuries, I understand that the grading council (TGCSA) is considering demanding 100g soap bars for five-star hotels. Do you think this will lead to super-clean guests or bathroom amenities companies being forced to supply inferior products to meet the budget?

A M: The biggest problem with soap is finding it when it slips out of my hands. Sometimes my lovely wife is prepared to help me hunt and the search can lead unforeseen consequences, but if I am by myself I have to phone reception in the hope that the call will be answered by the right guest relations assistant. The biggest problem is the colour - clear soap is hopeless. Soap should have a colour that contrasts with the shower floor or bath.

Biz.Travel: Although I'm still miffed that management at Southern Sun and Holiday Inn destroyed '80s glam North Beach Durban hotels to replace them with cookie-cutter ones with "artwork" screwed into the walls, there has been a lot of brand confusion around the trademarks. Now that the dust has settled, do you think what one gets at a Crowne Plaza, Holiday Inn, Southern Sun and Garden Court is understood by guests who stay with them?

A M: Most business and corporate travellers understand and the brands devote a lot of time and resources to creating loyalty. But many leisure travellers and consumers don't. That says more about consumers than it does about brands.

Biz.Travel: As the recession took hold, some companies issued travel directives to only book executives into graded four-star and lower establishments. Do you think there is a backlash against conspicuous consumption? How do you think the hotel industry is dealing with this?

A M: There should be a backlash against conspicuous consumption and corporate extravagance, especially in the financial services and banking sectors, but hoteliers at the top of the market will be grateful that it will be of no or short duration. Only "the small people", to quote an oil giant, really worry about this.

Biz.Travel: It seems hard nowadays to find a hotel group willing to publish rack rates. Do you think quoting Best Available rates instead for a particular reservation makes better sense?

A M: It's all about supply and demand. Only "the small people" worry about rates. Most hotels have "popular" rates: hoteliers like them.

Biz.Travel: The internet has crushed the traditional role of the travel agent, making bookings and reading first hand reviews is available to anyone online. What do you see as the future role for travel professionals?

A M: RIP! No that's unfair. There will be a role for good travel agents but I am not sure for how long.

Biz.Travel: There is very often great disparity between entry-level rooms and the penthouse or presidential suites yet most hotels use images from their premium suite in their marketing and where possible, upgrade media and travel industry guests to a better class room. Do you think they're being dishonest?

A M: No. I think consumers need to get smarter and pay attention.

Biz.Travel: 20 years ago a spa was someplace you went to for a lettuce-leaf diet and enemas. Now a luxury hotel without a pamper palace is unheard of. What's the next big thing for hotels?

A M: For some it may be liquidation! As something of a Luddite I hate to say it, but in-room entertainment technology is the next big thing already.

Biz.Travel: Where's the money? From your vantage point, are two to three-star properties more profitable than four to five-star properties?

A M: Good hoteliers should always make money - no matter which market they cater for. But in the current South African recession many hoteliers are struggling - not because of the quality of their product or service but because belts are still being tightened as a result of the chaos inflicted on the world by the banking and financial services sector.

Biz.Travel: While we're on the money, do you think the in-room minibar is a cash cow or flogged dead horse?

A M: It can be a cash cow, but that is what upsets guests! Hotels have them to meet the needs of guests. There is something sad about sitting in a hotel room and drinking by oneself.

Biz.Travel: Finally, as someone who has visited almost every good hotel in this country, what makes the difference between good and great hotel in your opinion.

A M: It's always the staff. The hotel industry is a service industry and staff must be prepared to meet appropriate and reasonable requests promptly and efficiently. But the very best hotels brief their staff on their guests and equip them with every bit of knowledge they can. It is of course the duty of the staff to absorb all the knowledge they can.