March 7, 2023

IS IT JUST ME, or is post-pandemic America a wobbly one? Superficially things appear normal, but every so often you find yourself tripping on something that isn’t quite right. Customer service levels, certainly, have slipped across the board. And though it’s easy to blame staffing shortages, you can’t deny that the world we’ve reassembled feels a little, well, lazier than the old one.

For those of us who travel a lot, these weak spots can be stubbornly annoying. I call these my Post-Pandemic Pet Peeves (PPPP, or P4s, for short). I’ve got quite a list, as goes my whiny nature, but today let’s focus on just two of them, both of which you’ll find in hotel rooms:

First is the disappearance of drinking glasses. For reasons that were never fully explained, cups and glasses were removed from most hotel rooms during COVID. Just as strangely, they were never put back.

In the old days, every hotel room on earth, from a suite at the Four Seasons to a $39 room at Motel 6, had a couple of cups or glasses on the bathroom vanity. Maybe they were crystal, maybe they were throw-aways wrapped in cellophane. No more. In the post-COVID world, guests who would dare brush their teeth are expected to stick their mouths under the faucet, or to slurp from cupped hands like savages.

If you’re lucky, you can scrounge a paper cup from the coffee maker, but even that’s no guarantee. And this has become normal not only in budget properties, but in five-star places as well. I was in a Hyatt recently. No glasses, anywhere. So I call the front desk, and the guy says, “Would you like us to bring you some?” Hell, why not skip the pillows and sheets as well? If guests want them, they can always call.

Is this one of those “supply chain issues” we keep hearing about, or something else? Of all the things.

No less infuriating, meanwhile, has become the preponderance of QR codes in place of paper menus.

I wanted room service in a hotel in Florida recently. When I couldn’t find a menu, I phoned reception and was told a QR code was available through the TV, on the guest services channel. After fumbling with the non-responsive television for several minutes, I found the code, which in turn told me I needed to download the hotel’s entire guest services app. After doing that, I needed to dig through page after page of different hotel locations until finding the one I was in, and then hunt down the restaurant menu. Hit the wrong arrow and whole application would bounce to the beginning.

Or, I could’ve picked up a paper menu from the desk and instantly had what I needed.

At a hotel in Spain, a QR code for room service instead kept directing me to a company in Malta that repaired boats. When I called downstairs, they sent someone up to slip a menu under the door. Maybe just have one in the room to start with?

QR mania is hardly particular to hotels, of course. Many dine-in restaurants have forsaken tradition and force their guests to participate in this barbaric task.

We don’t read menus anymore. We “navigate” them. “Where are the entrees?…. Wait, where did the starters go?… Was that an appetizer?… Is there a wine list in here?… Oh shit… No, go back to that first page… Those are the desserts… Did that come with anything?… Was that the one with calamari?… Hang on, I can’t find that veggie burger… What was that called?… Wait… ”

On an airplane, fine. At a take-out joint, sure. But for a serious dining establishment to ask its patrons to peck around on their phones is nothing if not rude.

I understand that menu items change and there are costs involved with re-printing, and so on. And I’m all for saving trees and reducing waste. But there are those situations, and this is one of them, where old-fashioned paper is the friendlier, more civilized, all-around better solution.

As maybe you already know, many restaurants have a secret inventory of paper menus for those irritating customers who insist. I am one of those customers. I was at a Thai place in Long Beach the other day, and asked for a “normal menu.” I use this phrasing intentionally. To say “paper” implies lesser or obsolete. “Normal” implies better. Which it is.

The look on the waiter’s face is one I won’t forget, but 90 seconds later, there it was: leather-bound, elegant and simple. Everyone at the table put their phones down, and we ordered the normal way.

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Hotel room photo by the author.

May 4, 2021

HOUSEKEEPING: Good evening.

PATRICK SMITH: Hola. Can you help me? The door to my mini-fridge is locked.

HOUSEKEEPING: Yes, sir.

PATRICK SMITH: I need somewhere to store my leftovers. The fridge is locked.

HOUSEKEEPING: Yes, it is locked. For COVID-19.

PATRICK SMITH: What?

HOUSEKEEPING: The fridge is locked. Because of COVID.

PATRICK SMITH: I don’t understand. What does COVID have to do with my mini-fridge?

HOUSEKEEPING: I am sorry sir.

PATRICK SMITH: But… what about my sandwich?

HOUSEKEEPING: The fridge must be locked. Because of the sanitary condition.

I spend a lot of time in hotels. Witnessing the various ways they’ve responded to the ongoing pandemic has been equally amusing and frustrating. The focus on cleanliness has been relentless, spawning an arms race of extreme and often bizarre measures. Although different chains have come up with different gestures, there are certain constants: the remote-control handset encased in plastic, for example, and the ubiquitous QR placard in place of a room service menu. The Gideon’s have been scooped from the drawers; pens and notepads have disappeared.

How effective these measures might be isn’t my expertise, but suffice it to say I’m skeptical. The idea, so far as I can tell, is to reduce the number of so-called “touchpoint.” In a hotel room, of all places, this feels a bit absurd. Not to mention, health organizations say that the chances of COVID spreading via surfaces are tiny.

Usually the effect is merely comical, but occasionally it’s maddening. One night in Los Angeles I was forced to drink tap water out of my hand because the room had been stripped of cups and glasses. “Yes, we’ve removed all beverage-related items,” was the response to my complaint. There’s still a bed, and a shower, and toilet for that matter. But nothing to rinse with after brushing your teeth.

In a hotel near Kennedy Airport, “per order of the governor,” according to the sign, the 24-hour continental snack buffet — a small cabinet of pastries and fruit — is now available only from 5 a.m. until 10 a.m. Did I miss something about people contracting coronavirus through donuts? If so, from this point on you can only catch it in the morning.

Cynics will wonder how much of this, misguided as it might be, is truly in the interest of safety rather than opportunistic cost-cutting. We’ll see what returns and what doesn’t. When companies start throwing around words like “streamlining” to describe their customer experience strategies, that’s a euphemism for scaling back.

Meanwhile, I’m convinced that one of the byproducts of the pandemic has been a tenfold increase in the manufacture — and subsequent discarding — of single-use plastics. Everything now is wrapped in plastic, from hotel silverware to the food on airplanes.

Have you flown in first or business class lately? On many airlines, each course of the meal service — salad, entree, dessert — comes plated in its own little polystyrene house. Indeed, each individual roll or bread slice is wrapped in cellophane. Mind you this wrapping is done by hand, which would seem to undermine the whole endeavor, but in a world drifting ever deeper into dystopian madness, never let reason stand in the way of pointlessness and waste.

The morning after that mini-fridge episode, I was passing through the crew security checkpoint at the Mexico City airport. I was subjected to repeated pat-downs and was asked to proceed twice through the body scanner. The culprit was — wait for it now — a slip of paper in my shirt pocket. A man ordered me to stand before him with my arms outstretched. He slipped on a pair of sanitary gloves, touched me lightly on the breast pocket, then took off the gloves and threw them away. Off to the side, at the x-ray belt, my colleague was having his suitcase eviscerated by two guards who’d spotted a tiny corkscrew inside — the kind that attaches to a keychain.

Am I the only one who sees the parallels here? Am I the only one getting nervous? We are all familiar with the phrase “security theater.” Will “virus theater” be next?

Twenty years after the attacks of 9/11 and we’re still confiscating pointy objects from pilots, wasting billions of dollars and immeasurable amounts of time on security protocols that nobody can justify or explain. And it’s doubtful they will ever go away. Once such things become policy, with entire bureaucracies constructed to support them, they are often impossible to march back. The traveling public simply gets used to them.

Although the COVID crisis will not last forever, don’t be surprised if aspects of it — even, or especially, the silliest and most illogical ones — are still with us for years to come.

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May 4, 2021 · Filed under Uncategorized