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EXPLORING THE MINIBAR 30
➜ S W IS SE X P A T Using the handy Hilton iPhone app, I have just booked a two-night stay at a Hilton in the centre of a main German city. I booked one of the better rooms, a studio on two levels (I am not sure whether this influences the following). I hit the “apply for upgrade” button to see what was on offer and found something I had never seen before. I could purchase the “free minibar” upgrade for €29 rather than the full price of €49. The terms and conditions noted that this did not include a refill. Has anyone had experience of this? I am slightly wary because I have seen minibars before that are stocked to the gills, and other more meagre efforts. All told, I am probably going to give it a whirl.
➜ BU G AD V I S OR My friend took his elderly father to a high-end hotel. His father, not used to staying in such places, commented on the minibar. Not wanting to make his father fearful of helping himself to the odd snack or drink, he said it was free. Leaving the hotel a few days later, my friend picked up his father’s bag, now heavier and clinking. He had emptied the minibar each day, intending to give small bottles to his friends back home!
➜ AHM AD Many years ago I stayed at the Banyan Tree Bangkok with my family and my wife’s nieces. The minibar was complimentary on the executive floor, but I forgot to mention that only the drinks were free. As we were leaving, the concierge came to the hotel limousine saying I had a phone call from the executive floor reception asking whether to charge the edibles from the minibar to my credit card or whether I would like to
NOV EMB E R 20 19
return them. Totally unbeknown to us, the nieces had decided to empty the contents into their luggage before leaving the room, well after I had settled the bill.
‘If your minibar is producing a profit in excess of 10 per cent, you are doing well’
➜ R ICHAR DB When I stayed at the Aloft in Kuala Lumpur there was a free minibar (refilled daily) but it was not massively stocked – a couple of soft drinks, fruit juice, two small bottles of beer and some crunch bars. This is the only time I have taken things from the minibar, since otherwise the prices are ridiculous. In the case of advance payment for a minibar, I would want to see a photo of what’s inside before paying.
➜ C WO ODW AR D In my experience, three- and four-star properties tend to stock the minibar with proprietary brands. If the prices are inflated, I replace what I have used with the same product from a local shop. Perhaps I’m not playing the game but as no one gains or loses, I see no harm. Do others do the same? Are minibars operated primarily as a
guest service or as a profit centre? My take is that the minibar at a lot of these properties is, at best, a break-even once the pilfering, servicing and capital costs of the fridges are taken into account. Perhaps this is why an increasing number of these properties provide a small but empty refrigerator. Well-run five-star properties have a
slicker operation that offers an upmarket selection and often decent full bottles of wine at reasonable prices. Room service will normally provide ice as needed for free. Do they make a profit on the minibars? I am not sure and it would be interesting to get a view from industry professionals.
➜ AF LYINGDUTCHM AN @cwoodward, the simple answer is no, minibars are often not a great profit centre. It depends on the location and products. Guests have got into the habit of believing they can deny using the minibar almost religiously, even for automated minibars, stating that they moved some items to place their own things in. Many of our hotels have
replaced the contents with a menu that can be filled in and left at reception. The minibar will be filled
with the order and charged whether consumed or not. This seems to work well in some markets. Pricing is the challenge. In New York,
to pay in excess of US$8-12 for a can of cola is normal. The reason for the poor margins is that minibars need to be checked daily if they are not automated, and then even for automated ones, items need to be checked as they expire. This means additional staffing. If your minibar is producing a profit in excess of 10 per cent, you are doing well.
➜ TOMIN S C O TL AND I have just spent a fabulous five days at Grootbos Private Nature Reserve, near Gansbaai in Western Cape [South Africa], an experience that combines conservation and luxury. The “maxibar” in each cottage (it is not mini by any stretch) is complimentary and refilled daily during your stay – fine Cape wines and “champagne”, spirits, beers, and so on. BT
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