HOSPITALITY RE-ENTRY. FIRST FLIGHT & HOTEL STAY BACK INTO THE WORLD
I missed that awesome yet slightly nervous twinge of excitement driving to the airport in the early ours. I missed that feeling of walking into the airport and knowing I was about to embark on an adventure no matter where that flight was going to take me. I missed that ding you hear when they close the cabin door. I even missed going through security. I missed it all, so I did what just a few weeks ago was so normal to me and part of my regular life. I flew again, but this time, after the world sort of turned on its head. I also stayed at a hotel, and we rented a car. And, it was FINE. More than fine, it was great. Not without change, but I am going to share all of my thoughts and experiences with you so you understand too that it is not only OK now, but it’s going to be OK in the future.
When I woke up Thursday morning I had a bit of an internal struggle with whether I wanted to do this or not, just for a minute. It had been more than 3 months since I set foot on a plane which, if you know me at all, is sort of like a weekly occurrence for me in my regular life. Of course, I knew I WANTED to, the question was just whether I should at this time. Was it the right time? Was I putting anyone at risk- not just myself but my circle when I come back. But, I have a supportive life partner that travels as much as I do, probably even more and we both felt it was time. I was so grateful for that…and we made the decision together.
Risks are always something to consider when you are thinking of traveling at this time and I respect anyone’s decision, and anyone’s position. You have to do what is right for you so the purpose of this recap is not to convince anyone, it is simply to share what I experienced. You can digest it and take it however you want.
OK- 6:42 AM at Newark Liberty International Airport. I parked my car in a lot that was surprisingly full yet when I got into the terminal, I felt like I was the only one. There was barely anyone, anywhere, not even employees and that felt strange. However, everyone was masked and was extremely respectful of that request. Security lines were minimal at best, with ample markings on the floor for social distancing and the line went fast. I’d suggest bringing paper booties, wearing socks, or having plenty of wipes on hand to clean off feet and bins and everything else you touch, that your stuff touches too just in case. I did, it only added a few minutes more to my experience but I felt better. I’d also recommend investing in CLEAR- it’s quick to enroll, it’s a swift eye scan away from lots of people and you’re then immediately brought to the front of the line. It not only saves time but minimizes contact.
In the terminal, I have to be honest, it felt strange. No restaurants were open, seats were shrink wrapped at some of the high top tables with charging ports, there were signs everywhere explaining that disinfecting procedures were taking place, and snacks? Forget about it. Bring your own. There wasn’t even a Hudson News open anywhere in sight in a huge terminal. Just a Starbucks with a line a mile long but that’s OK. We can handle that for a little while longer.
At the boarding gate, it was simple and effective. I was on a flight to LA and it seemed nearly full but the gate didn’t feel crowded- I suppose because very few other gates were operating and people were able to spread out. Face coverings are required on United flights and the whole preboarding announcement plus procedure have been revamped .The agent spent a lot of time over the loudspeaker explaining procedures: boarding is to be done from the back of the plane on forward so forget about your group numbers unless you carry a very high status or are in First/Business, they reminded travelers about maintaining social distancing in lines and it was orderly.
I was up front, full disclosure, so it was a little more room between people but boarding was truly pleasant. Everyone is handed disinfecting wipes upon boarding
and I proceeded to scrub everything I touched, or was to touch. I had sanitizer and plenty of my own wipes on hand so I cleaned it all and there were wipes available to anyone for the entire flight.
In flight services were somewhat altered- I did get a full meal with silverware, plastic cups, and for some reason no coffee. They did have beer and wine but no hard liquor, and no ice. Drinks are served in the can instead of being poured, what all of that really means I have no idea but I’m just here to report…
Everyone including the cabin crew kept masks on the entire time, some travelers even with face shields and it felt strangely normal. I was up in the air again, I was racking up miles, there were movies to choose from, I got a lot of work done, wi-fi worked well, nobody was crowding anyone, nobody was coughing or sneezing and I was able, if only for a few hours, to just feel like none of this had ever happened. Despite seeing all the masked folks and feeling a little jumpy every time I touched
something. But, as long as you have your wipes and are being mindful of touching your face, and ensuring your mask is on, then you’re ahead of the game. That’s all you can do. The flight attendants were extra present, happy to help and assist and seemed to really want to make everyone feel comfortable. And after a few hours, this very pleasant and non-scary flight was over. It was behind me and I felt better than ok. In fact, I felt so great to have done it.
LAX was scarily empty upon landing, and we rented a car. Mind you I haven’t done that in quite a while but it seemed like a better option than rideshare and it was great. There was a brief bus ride but of course, sanitizer on the Avis bus and masked folk all around, and the car was entirely clean and disinfected. We of course gave it our own wipe down but it was nearly brand new- that’s the advantage, with so few cars being rented right now you have your pick of some newer, unused or
less used vehicles which I’d recommend. NB- the lounge was open on the way back and was thoroughly uncrowded…spotless, attentive staff, full service at the bar
but as far as food, it was limited. Wrapped muffins, granola bars and yogurt in this case and likely will be that way for a little while longer.
And, on to the hotel. It was this part perhaps that I was more concerned about and not for the reasons you may think. For me, it’s an emotional thing. I mean, my whole life both personally and professionally is wrapped up in marketing the extremely indulgent hospitality experience and I wondered what that would be like when everything was meant to be so clinical and sterilized. Would it feel welcoming? Would I, or any other guest for that matter feel that they were getting what they expected, and what they paid for? Would this be scary, or delightful? Would we have to sacrifice much of what we expect in a hotel experience in lieu of hygienic standards? Well, in this case, I am happy to say NO. It was excellent and here is why.
On arrival, it was as perfect as it could have been. My selection was the Malibu Beach Inn, a luxury enclave on it’s own little private beach in this awesomely charming, laid back oceanfront community that is framed by mountains. Lots of open air, perfect opportunities to hike and explore, and really exactly what was needed.
A masked valet took the car, and even though there was plexiglass at the check in desk, I really didn’t see it until I stepped back. I always say that hospitality is something you feel, mask or not. So, when someone is smiling behind the mask or being genuine, you sense that in your heart even when you can’t quite see it and it was a warm smile, a warm welcome, a swift check in and lots of sanitizer and takeaway individual wipes for guests at the desk vs the cookies and apples and candies we all have gotten used to.
They did give us key cards (I know many people wonder about that), they offered luggage assistance if we wanted it, and the room still was full of all of the gadgets and amenities that I didn’t expect to be there due to so much press emphasizing the opposite prediction. Pen on the desk, notepad, gorgeous photo books, fully stocked snack cabinet, mini bar, cool coffee machine, plenty of bath amenities, remote controls, candles, robes, slippers, welcome chocolates, you name it. I know what my hotels that I work for intend to do (which is maintain normalcy with offerings) but we’ve all been reading stories of bare bones rooms with no services. I didn’t experience that in the least- perhaps the room service menu was limited but that’s all that felt different.
I bought a disinfecting travel wand from Sharper Image (yes, I know, they are actually in fact still in business)- of course, I can’t verify exactly what this UV light is doing but for me, it felt better to have this wand in my hand and to take control of what I could not see for myself. I “wanded” the pillows, blankets, sofa, outdoor chairs and anything else I could get my hands on. I recommend buying one. There was a note in the room explaining procedures- they still feature daily housekeeping that was entirely voluntary and can be declined if you wish. They also need you to leave the room for a bit so they can use a special light to disinfect and the room was spotless. There were plenty of hand sanitizer stations all throughout the public areas and plenty of markings on the floor and in the elevator to remind you of social distancing standards. The restaurant was open for outdoor and indoor dining though most guests opted for the outdoor with a sweeping ocean
view, I couldn’t blame them.
The only thing I noticed that was different was beach service -hours were “limited” somewhat meaning 9-4 for service and lounge chairs, I did see the attendant cleaning the lounges though each time someone left and there were plenty of fresh towels and bottled water on hand throughout anyone’s stay on the beach but that really was it. I of course can’t speak to every property, this is only one experience that I can share with you so far, but truly it was better than I expected right out of the gate and I at no time felt uncomfortable. I used to think about concerns with sheets and pillows, sitting on chairs in public areas that other people sat at, touching elevator buttons, etc- and worry, but of course I’m still mindful of that and I wipe down everything I can, yet I was still able to get a great night’s sleep not worried about the pillows, etc. Because the room felt fresh, clean, the staff seemed on top of every single protocol and point, and that is what is going to make
all the difference. Being kept informed, seeing what you are being told set into action, and feeling heard when you have a question or concern. That’s what
has always separated the best from the rest in hospitality and it will be more important than ever that they get every single thing right in this regard to continue to
achieve success and satisfaction with guests.
We went on hikes were there were very few people, trekked up hills into crisp fresh air, dipped in the ocean, even went out to eat for the first time in months- sat outdoors at a lovely Mexican restaurant and just ENJOYED. Enjoyed the air, the food, the experience as if it was the first time and I found myself having a renewed appreciation for everything in hospitality that we have come to sometimes take for granted. It all matters, it’s all important, it is what we love, and it will be better as
we learn more and take more steps back into normalcy.
Now, look, I know there are risks. Every time you leave the house there are risks. Every time you get your mail, or order a pizza there are risks. Nobody can control that and I am in no way advocating that everyone get out and do this right now. As I said, you have to do this when you are ready. I simply wanted to share what I experienced, having gotten back into what I love so much and what, forever now, has been as essential to my life as breathing. Travel for me is life, and that won’t ever stop. Pandemic or not. We work around it… stay safe and keep exploring when the time is right for you. It’s not scary, I promise.
