The hotel landscape today is ever fluid. Unless you are invested in that world as a cog in the wheel, it’s almost impossible to keep up with the endless brand additions, switches and realignments.

Just a few years back, the big groups such as Accor, IHG and World of Hyatt had far fewer brands in their portfolios. Now, there are dozens in each, somewhat categorised by levels: luxury at the top, a mid-range tier (sometimes two) and the “quite basic only” inns at the bottom. The differences being the entire experience and what is provided, from service to rooms to amenities, all dictated entirely by price.

The tiers are extremely confusing. They are labelled unusually, by baffling headers such as INCLUSIVE, CLASSICS and ESSENTIALS. World Of Hyatt is one of the most convoluted.

There is another group that is growing leaps and bounds, with a portfolio of hotels worldwide. Headquartered in Sydney, TFE Hotels is Australia's international hotel company and the only Australian-based hotel group in the mix. Look at their hotel listing categories if you want even more confusion!

They say “We are hoteliers at heart, and we thrive on making our hotels feel like a home away from home”.

Well, I beg to differ. Because a recent experience at one of these hotels proved to be quite the opposite.

Travelling as much as I do, I am ever conscious of the purpose of my trip. This dictates the hotels that I choose. If I’m exploring a destination and indulging in fine-cuisine, naturally I like to be ensconced in a fine hotel with luxury at its core. If I’m purely on business, I may choose a business hotel, but knowing my tastes and expectations, I will always pick a property that gives me both – my business needs and a medium range level of comfort, for the leisure time that my businesses afford me every day, in between nuisance bouts of work.

The TFE owned hotel that, for me, in one foul swoop, went from excellent mid-range business and leisure stay to the unfortunate question “why am I here?”, is the Vibe Hotel Canberra, adjacent to Canberra Airport.

I may have lost readers immediately upon this great reveal. How boring, I hear you say. He’s writing about an airport hotel! Well, let me explain. I have stayed at the sleek looking hotel many times. It had always been a haven. Exemplary front-desk service, very clean and comfortable rooms, and a pleasant enough dining experience throughout the day. Ticking the boxes and filling that tricky space between – suitable for both business and leisure, at the right price.

All regular travellers would have seen hotels cost cutting in certain ways, particularly the last couple of years. First and foremost, Airport hotels serve an important purpose for many. They have a captive and very regular clientele. Those jetting for business or leisure in-between cities, those whisking in for a quick meeting, all for the convenience of being just metres from the terminal.

Vibe Hotel Canberra Airport has always held a sweet spot for me. Very comfortable rooms, attractively furnished in a striking modern building, a good bar with happy hour, and a serviceable restaurant with better than average airport food at reasonable prices.

Service is welcoming and quite professional. I’ve stayed there several times now, with the experience being uniform. Except this last stay. I was so struck by the difference that it warrants an examination.

There are certain expectations for a mid-range brand hotel to deliver. The majority of guests staying at Vibe are business travellers. The money savings on display my last visit was so visible, that it was quite a shock. I had come in from conducting a wine-tasting in Melbourne, with a large wine suitcase, and just a small bag with essential clothing. Upon entering my designated room, I noticed an “emptiness”.

Missing from the room, were significant items that were there in the past. The first thing I like to do after travel is shower. Upon becoming magnificently naked, I stepped into the bathroom and immediately notice that only one towel, suitable for a smaller sized human, or child, and one hand towel was present. Barely the basics for a single shower only. What about tomorrow morning?

Oh right – I get it. I must be sustainable and hang it up for re-use in the morning (if it dries), doing the right thing by the planet. And by the hotel, so they can save on washing bills.

There are quite a few drawers in the rooms. Almost all are empty. Upon inspection, there was one sad corkscrew sitting all alone.

There are now absolutely no amenities in the room. I understand that sustainability is an important focus, but it is also an excuse. Plenty of hotels have converted their basic, everyday amenities to sustainably made items eliminating any plastic completely. A bamboo toothbrush is not a lot to ask for.

Then, I had to put up with one of my pet hates. The shampoo, conditioner and body wash in pump bottles affixed to the wall, in an awkward position that makes no sense, with complete difficulty accessing. The quality of this skincare is dubious. Do they really think people will steal them? Perhaps they do. But the lack of trust for loyal customers is unfortunate.

Upon stepping out of the shower was my realisation that there are no longer any bathrobes in the rooms. I don’t wear pyjamas. I like to sleep in the nuddy so I can breathe. So, what do I do in this overly air-conditioned room after leaving the shower? What do I put on? With minimal see-through curtains covering the windows, all arriving and departing flights can take a good gawk at the bounty I have to offer. Fine. Let them. But not being able to robe up after a shower when paying over AUD $300 for the room is a disgrace. Robes were once a staple here.

I also expect a small, branded writing pad and pen in a hotel. They used to be here. No longer. Another cost-cutting measure. And no water bottle. Not even one. How hard is that? Oh, there is an entire shelf of “snacks” and a mini-bar full of ordinary beverages, all for extra dollars, of course, glaring at you to spend. In the cupboard above the few “complimentary” cheap tea bags and sugars, were just two tall glasses, two very small wine glasses, and a single cup with no saucer, and a single tea spoon.

Also absent was any “do not disturb” door hanger, with “please make up my room” on the flipside. They had been eliminated as well. Housekeeping could have stormed in and caught me washing my bits.

I decided to have some lunch in the hotel restaurant. I noticed quite a few large groups coming in. It seems many Canberra Airport staff and office workers choose the space for group bonding lunches. Upon asking to dine, I was told all the tables were taken (they weren’t) and that I could sit “around the fireplace”. This is a circular fire pit, powered by gas in the middle of the lobby between the bar and the restaurant. Seating is a large circular banquette. Tables are low, seating is lower. It is not designed for dining. It’s not even part of the restaurant space.

It took no time at all to realise how unsatisfactory this was. To make it worse, there was nobody bringing cutlery or setting the table. In the end I was told I could have a regular table by the window, that was eventually set for me to dine.

I stayed at Vibe for two nights. This second night proved to be a mistake. The worst part of the entire stay was the complete debacle that was the housekeeping.

The forementioned one towel situation (of which I might add was of a small size and cheap, scratchy material) led me to want them replaced as soon as possible so I could wash on that second day.

Mid-morning, I called down to ask for my room to be serviced as I needed my towels replaced. After a coffee in the lobby, I went up to find that I had received one even scratchier bath towel and hand towel, and the rest of the room had not been serviced at all.

After finalising some work, by mid-afternoon, approximately 3.00pm, I entered my room once again to find it still had not been made up. There was clearly no planning to the housekeeping services. They just did rooms randomly, leading to a complete lack of co-ordination and non-timely work performed. Those awful room service trays of half-finished food were dumped outside many rooms on many levels, all with uneaten piles of chips on display, smelling out the corridors. They may have been there for hours.

After no response dialing housekeeping, I took it upon myself to speak with the first housekeepers I could find and flatly told them they needed to make up my room. Right now. It must have been my disposition, as they came running, leaving a half-finished room behind and serviced my room. Basically, but efficiently enough.

Never in all my years of travels have I had to chase housekeeping, override anyone in charge and insist that my room be done. When housekeeping fails, it’s a domino effect. Without planning, there is no order to the workflow, resulting in ineffectual performance where every guest begins to have issues.

Whatever has happened at Vibe Hotel Canberra, it is not uncommon. The main reasons for the dramatic change in operations are several. The turnover of staff leading to inexperienced new additions is one. The lack of skilled leadership covering housekeeping is another. It is cost cutting, however, that is the biggie.

There is no doubt that money saving is happening across the board, in all levels of hotels. But it’s how it is seen that is important. We need to not be slapped in the face with it. It should be done subtly, and carefully, so that it doesn’t impact the guest.

Reducing the number of towels to bare minimum is bad. I don’t stay at hotels that do not provide robes. At an airport hotel it is essential. For many guests off long flights, taking a shower then getting into a robe, winding down before sleep, is the number one priority.

This may be a rant about my unfortunate recent experience at this single hotel, but it speaks more widely about what is happening out there. We are paying more and receiving far less. It may be the way of the world, but it’s the way that it is handled and controlled that is important. If we see the cracks so visibly, all it does is cause lack of future custom and bad word of mouth.

Which leads me to my conclusion of what the “vibe” really is at Vibe. Our new best friend AI states this for the brand: “Target Audience: Positioned for both business and leisure travellers seeking a blend of comfort, style, and local connection”

I will leave it there. I do hope Vibe get their vibe back.

A Vibe No More

The hotel landscape today is ever fluid. Unless you are invested in that world as a cog in the wheel, it’s almost impossible to keep up with the endless brand additions, switches and realignments.

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