India’s hotel business, particularly in star segment, is currently experiencing a business boom. Room occupancies are high, and tariffs have surged, mainly in metro cities, business hubs, and tourist destinations.But this apparent success story masks a growing crisis: a visible deterioration in food quality, service standards, employee morale, and customer satisfaction.
Customer experience: Paying more, getting Less
Despite soaring room rates, guests often feel shortchanged. Their expectations, fueled by international standards, social media, and brand reputation are met with disappointing realities in these particular aspects.
- Mediocre meals even in supposedly fine-dining restaurants
- In many stars hotel restaurants, the buffet services have replaced the fine dining silver service restaurant to cutdown labour cost
- Delayed and impersonal service, especially in F&B and in-room dining
- Unresolved or ignored complaints, leading to frustration and revisit
- Loss of personalization, warmth, and hospitality that once defined the industry
Customers are increasingly voicing their concerns online. TripAdvisor and Google reviews are filled with remarks such as:
- “Beautiful rooms, but food was cold and tasteless.”
- “I waited 50 minutes for a sandwich—and it wasn’t worth the wait.”
- “Felt like the staff was rushing through the motions—zero warmth.”
- “The staff seemed stretched thin and unhappy that reflected in the service.”
This disconnects between the price point and the perceived value is eroding customer loyalty.
Behind the curtains: Owner Influence and systemic disorder
One of the most silent and hidden contributors to this decline is the dominant role of hotel owners, especially under franchise and management contract models. Owners, in their push for profitability, often enforce:
- Aggressive cost-cutting in staffing, food ingredients, and staff training
- Viewing F&B as a liability, leading to substandard dining experiences
Even multinational hotel brands, which maintain high global standards, struggle to enforce those expectations in India because local ownership often overrides brand recommendations.
Will the hotel industry still attract trained young talent ?
Yes, it can be possible if the:
- Workplace dignity and structured growth replace toxic burnout cultures
- Young professionals feel valued, safe, and empowered
- Transparent and ethical HR practices are the norm, not the exception
- They are provided learning opportunities, fair wages, and respect
Today, many hospitality graduates are disillusioned. They witness unhappy guests, overworked seniors, and little appreciation, driving them to leave the industry altogether or seek opportunities abroad.
Will food and service quality improve ?
It should improve because customers are already making different choices. Future improvement depends on:
- Stringent enforcement of brand standards by franchisors and chains
- Guest feedback with action, not lip service
- Inspiration from boutique brands and new-age hospitality startups
- Owner education on how quality drives long-term ROI, not just volume
A Wake-Up call from the customers ?
Customers are no longer passive. Through social media, influences, and travel forums, they:
- Share bad experiences instantly
- Influence other travelers’ decisions
- Demand accountability from brands and staff
- Are willing to switch loyalty for authenticity, value, and care
Are willing to visit the local standard standalone restaurants where food quality and services are better and quick.
They are not just looking for comfort—they are looking for connection, consistency, and commitment in food quality and services in room and food. Without these, even a 5-star badge won’t win hearts.
Suggestions: It’s time to listen—To guests, staff, and common Sense
The revenue boom must not become a smokescreen for ethical, operational, and service collapse.
The way forward:
- Introspection by Owners: Acknowledge the ground realities and listen to feedback
- Accountability by Brands: Enforce standards and protect brand integrity
- Empowerment of Staff: Motivate the backbone of the industry, that’s your team
- Respect for Customers: Deliver on the promise, not just in brochures or in social media creatives, but in every stay
If this alignment is achieved, the hospitality industry can regain both its soul and stature, becoming once again a fulfilling destination for careers—and a place where guests feel truly at home.
Dr Jagat Mangaraj
Jagatmangaraj.in