An inside look at how Hilton is cleaning hotel rooms between guests
Travel companies are rapidly adapting to meet health concerns amid the coronavirus pandemic. While North American cruising remains almost completely shut down, airlines have implemented new cleaning procedures and social distancing policies. Even vacation rental platforms are promoting enhanced cleaning protocols, including buffer periods between stays.
It should come as no surprise then that hotels have also rolled out new standards and protocols to combat the spread of the virus. After all, hotel rooms welcome countless guests and have dozens of touchpoints, from faucets to light switches to TV remotes and more, that could act as spreaders of disease.
While all of the major hotel chains now require guests to wear face coverings, the cleaning procedures vary from brand to brand.
Among the first hotels to outline its new standards was Hilton, which partnered with RB — the manufacturer of Lysol — and Mayo Clinic’s Infection Prevention and Control team to launch the Hilton CleanStay initiative. When first launched, a Hilton spokesperson told TPG that the program was intended to build on the chain’s “already high standards of housekeeping and hygiene, with an increased focus on cleanliness that will be visible to guests throughout their entire stay – in guest rooms, restaurants, fitness rooms and in other public spaces.”
We got to see the CleanStay program in action with an inside look at how Hilton is cleaning its rooms and common areas in the pandemic world. Our behind-the-scenes tour took place at the Hilton Boston Logan Airport, but you can expect the same standard of cleanliness and sanitization at Hilton properties worldwide.
Here’s what we found.
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Check-in
Immediately upon entering the hotel, guests were greeted by placards reminding them that face masks are required. As with the rest of the signage throughout the hotel, there's a QR code that guests could scan to learn more about the CleanStay program.
The front desk area looked largely the same. There were new decals on the floor reminding guests to maintain distance, as well as another sign about face coverings.
Hilton Honors members who booked direct could skip the front desk and get a digital room key through Hilton's mobile app. Unlike Hyatt, Marriott and IHG, Hilton doesn't require guests who use mobile check-in to stop by the front desk and verify their IDs.
Related: Choosing the best Hilton credit card for you
Common areas
Throughout the hotel were signs reminding guests to wear their masks and practice social distancing. Additionally, Hilton has increased the frequency of cleaning public areas. Unlike in the past when these areas were cleaned primarily overnight, housekeeping personnel is much more visible now during the day.
Related: Hotels requiring masks
High-traffic areas like the elevator bank had stations with hand sanitizer and disinfecting wipes. Additionally, there were "elevator etiquette" signs reminding guests of social distancing and good hygiene practices.
Both the fitness center and pool were open and operational. However, they're cleaned more frequently now and capacity may sometimes be limited.
Again, there were signs reminding guests to practice social distancing. There were also disinfectant wipes and other cleaning supplies for guests to wipe down equipment before and after use. Towels were still available.
Up to eight people were allowed to be at the pool area at a time. The whirlpool was closed at this property, but that was due to state regulations, not Hilton's policy.
The hotel's airport shuttle bus had signs about social distancing and capacity could be limited. It was also equipped with hand sanitizer and disinfectant wipes for the driver to wipe down touchpoints between rides.
Restaurants
At this property, food was only available to-go. Sit-down dining and room service were not available. Yet again, there were signs reminding guests about face coverings and floor markers for distancing.
Unlike Marriott, which has temporarily suspended its elite benefits guarantee, Hilton is still providing them. So, Hilton Gold and Diamond members still got free breakfast.
Related: 5 ways to get your hotel breakfast for free
Rooms
As expected, the most noticeable changes were in the rooms.
Every room is thoroughly cleaned and disinfected between guests. Staff do not enter to clean rooms during stays unless specifically requested. Amenities like fresh towels and extra toiletries are available upon request and delivered in protective packaging.
Related: Hilton teams up with Lysol and Mayo Clinic to promise clean hotels
The enhanced guest room cleaning process includes a deep cleaning of 10 high-touch areas:
- Switches and electronic controls
- Handles and knobs
- Major bathroom surfaces
- Climate control panels
- Telephones, remote controls and clocks
- Bed and bedding
- Bath amenities
- Hard surfaces
- Closet goods
- Major kitchen/wet bar surfaces
The deep cleaning was a two-stage process. Everything was sprayed with a disinfectant and wiped down with Lysol disinfecting wipes, which have been approved by the EPA to kill the novel coronavirus, SARS-CoV-2. The room smelled clean, without an overpowering chemical odor.
No detail was forgotten. From light switches to the safe handle to the iron in the closet, everything you could possibly need to touch was sanitized.
The TV remote was wrapped with a seal after it was cleaned.
In the bathroom, extra attention was given to things like the hair dryer, individual amenities and major surfaces.
Nonessential paper amenities, like pens, paper, magazines and the guest directory, that could easily carry germs have been removed from rooms.
The in-room coffee maker remained, but was thoroughly wiped down. Paper cups were provided rather than real mugs.
There were multiple stickers in the room outlining the extra cleaning steps. As with most other signage throughout the hotel, there were also QR codes that linked to more information about the updated protocols.
After the room was thoroughly cleaned, the door was shut with a seal indicating that it hasn’t been accessed since its last deep cleaning.
Bottom line
It's clear that Hilton is trying to operate as safely as possible during these complex and uncertain times. While Hilton helped set up this tour, the room cleaning didn't feel staged and I would have felt comfortable staying there if I were a guest. The room seals act as a pledge that the housekeepers followed all protocols and adds a layer of accountability.
The CleanStay program is just one step Hilton is taking to reassure travelers. Hilton is also offering a flexible cancellation policy and was the first major chain to extend elite status and points expiration.
Additional resources for traveling during the coronavirus outbreak:
- We got an inside look at how Delta is cleaning planes between every flight
- Country-by-country guide to reopenings
- State-by-state guide to American re-openings
- In-flight service is resuming — here’s what food and drinks you can expect on your next flight
- What it’s like flying in the US right now
- Maximizing points and miles on summer road trips
All photos by Benji Stawski/The Points Guy.
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- Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com.
- Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com.
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- $84 Dunkin' Credit: With the $84 Dunkin' Credit, you can earn up to $7 in monthly statement credits after you enroll and pay with the American Express® Gold Card at U.S. Dunkin' locations. Enrollment is required to receive this benefit.
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- Annual Fee is $325.
- Terms Apply.
Rewards Rate
| 4X | Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year. |
| 4X | Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year. |
| 3X | Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com. |
| 2X | Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com. |
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Intro Offer
You may be eligible for as high as 100,000 Membership Rewards® Points after spending $6,000 in eligible purchases on your new Card in your first 6 months of Membership. Welcome offers vary and you may not be eligible for an offer.As High As 100,000 points. Find Out Your Offer.Annual Fee
$325Recommended Credit
Credit ranges are a variation of FICO® Score 8, one of many types of credit scores lenders may use when considering your credit card application.Excellent to Good
Why We Chose It
There’s a lot to love about the Amex Gold. It’s a fan favorite thanks to its fantastic bonus-earning rates at restaurants worldwide and at U.S. supermarkets. If you’re hitting the skies soon, you’ll also earn bonus Membership Rewards points on travel. Paired with up to $120 in Uber Cash annually (for U.S. Uber rides or Uber Eats orders, card must be added to Uber app and you can redeem with any Amex card), up to $120 in annual dining statement credits to be used with eligible partners, an up to $84 Dunkin’ credit each year at U.S. Dunkin Donuts and an up to $100 Resy credit annually, there’s no reason that foodies shouldn’t add the Amex Gold to their wallet. These benefits alone are worth more than $400, which offsets the $325 annual fee on the Amex Gold card. Enrollment is required for select benefits. (Partner offer)Pros
- 4 points per dollar spent on dining at restaurants worldwide and U.S. supermarkets (on the first $50,000 in purchases per calendar year; then 1 point per dollar spent thereafter and $25,000 in purchases per calendar year; then 1 point per dollar spent thereafter, respectively)
- 3 points per dollar spent on flights booked directly with the airline or with amextravel.com
- Packed with credits foodies will enjoy
- Solid welcome bonus
Cons
- Not as useful for those living outside the U.S.
- Some may have trouble using Uber and other dining credits
- You may be eligible for as high as 100,000 Membership Rewards® Points after you spend $6,000 in eligible purchases on your new Card in your first 6 months of Card Membership. Welcome offers vary and you may not be eligible for an offer. Apply to know if you’re approved and find out your exact welcome offer amount – all with no credit score impact. If you’re approved and choose to accept the Card, your score may be impacted.
- Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com.
- Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com.
- Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases.
- $120 Uber Cash on Gold: Add your Gold Card to your Uber account and get $10 in Uber Cash each month to use on orders and rides in the U.S. when you select an American Express Card for your transaction. That’s up to $120 Uber Cash annually. Plus, after using your Uber Cash, use your Card to earn 4X Membership Rewards® points for Uber Eats purchases made with restaurants or U.S. supermarkets. Point caps and terms apply.
- $84 Dunkin' Credit: With the $84 Dunkin' Credit, you can earn up to $7 in monthly statement credits after you enroll and pay with the American Express® Gold Card at U.S. Dunkin' locations. Enrollment is required to receive this benefit.
- $100 Resy Credit: Get up to $100 in statement credits each calendar year after you pay with the American Express® Gold Card to dine at U.S. Resy restaurants or make other eligible Resy purchases. That's up to $50 in statement credits semi-annually. Enrollment required.
- $120 Dining Credit: Satisfy your cravings, sweet or savory, with the $120 Dining Credit. Earn up to $10 in statement credits monthly when you pay with the American Express® Gold Card at Grubhub, The Cheesecake Factory, Goldbelly, Wine.com, and Five Guys. Enrollment required.
- Explore over 1,000 upscale hotels worldwide with The Hotel Collection and receive a $100 credit towards eligible charges* with every booking of two nights or more through AmexTravel.com. *Eligible charges vary by property.
- No Foreign Transaction Fees.
- Annual Fee is $325.
- Terms Apply.