It's hardly surprising that hotel beds are often worn and somewhat saggy. They are quite well utilized after all. They are under a lot of stress. Every week or two, or sometimes more frequently, they have to put up with different weights, lots of rolling around and prodding, jumping, belly flops, yoga exercises and many more activities.
When an overly cost-conscious hotel owner is too quick to purchase an economic model that has been hastily riveted and stitched together, things get bad quickly. These beds tend to speak in a language of their own at night, which isn’t always necessarily decipherable and quite disturbing if a guest is trying to sleep. No matter how carefully they move, the bed will comment on every twitch with multisyllabic creaking and squeaking, while the wooden frame, bed slats and mattress springs contribute with their own pained groans. After a few nights spent with the squeaking and groaning, guests will start to imagine the sounds as words, or even full sentences coming from the struts. Soon, they will stop cursing at their beds and instead try to engage in a dialogue. "Would you take it down a notch, please?" – "Is it the same all throughout the hotel, or are there some newer beds that are less outspoken?" Usually, there are not. Even if they do exist, they are usually occupied, and swapping or moving to a room with less talkative furnishings is unlikely to be an option either. Tightening a few screws, pushing the bedframe firmly against the wall and flipping over the mattress might make a difference – or not.
One solution is to party on at night until the last performer has gone to bed, the disco has shut down and the bar is closed, to spend as little time as possible in the hotel room’s bed. Which is the same reason driving such guests to the breakfast buffet early. They are also the first on the beach chairs, which strangely never squeak at them, to catch a much-needed nap.
In hindsight they’ll say that it was a great holiday: "There was lots going on every night, it had a real party atmosphere and was the greatest fun!" they’ll tell their friends, keeping the squeaking and rattling to themselves. They don't want to seem like a spoilsport and a grouch – not even to themselves.
However, this won’t them from spreading the word online and leaving matching hotel reviews for an early heads-up: "It was impossible to move without the bed breaking out into a Stevie Wonder ballad on the second night."
Is satisfaction or dissatisfaction linked to the hotel bed and price? Actually: yes, it quite certainly is.
The bed is everything when you are trying to sell good sleep. The bed frame and mattress are the most important investments a hotel can make, coming well before any design ideas. It pays off to spend a bit more on them and replace them at shorter intervals, since their quality directly influences guest satisfaction. The international "Westin" chain specifically relies on its guests' interest in the best beds. This the inspiration behind the "Heavenly Beds" campaign, which has been running for two decades now. As their slogan successfully promises, all Westin hotels offer heavenly sleep. Guests can now even purchase the mattresses and toppers at Westin direct from the hotel and in the dedicated Heavenly Beds online store to continue enjoying them at home.