Reimagining Hotel Turndown Service

Sponsored by

NATIONAL REPORT—Turndown service. Whether viewed as high-value amenity or a “do-not-disturb-worthy” interruption, it has been a staple of luxury travel dating back to the 18th century, when the wealthy made long journeys across Europe—or “Grand Tours.”[1] Whether staying in a hotel or the cabin of a ship, butlers and maids ensured sleeping quarters and dressing areas were ready for their masters or mistresses to retire to bed. In the 19th century, the first luxury hotels offered the service for those traveling alone.[2]

Understanding the power of this evening extra touch on guest satisfaction, hotels in all categories are creating unique turndown experiences, from spa bath options to gourmet snacks to unique nightcaps. But in the era of wellness, we believe hotel turndown service should have a singular focus—to help guests experience the benefits of exactly what they are paying for—a comfortable, restorative night’s sleep. And by taking advantage of technology, that experience can happen automatically, seamlessly delivering a guest’s preferred turndown amenities without any perceived intrusion from housekeeping staff.

The Experience

The vision is to create a sleep sanctuary designed to deliver an exceptional night’s rest. The experience could look like this:

  • At 9 p.m., the temperature in the guestroom drops to the ideal sleep temperature programmed using smart thermostat technology
  • The lights in the room change to amber/red and automatically go to their dimmest setting
  • The thermostat automatically turns on the fan to circulate cooler air to allow pulled back sheets to get cooler
  • At 10 p.m. (or a time determined by the guest) two in-room smart noise masking machines turn on to create a noise blanket over the mattress
  • Additional amenities like a sleep mask or lavender scented pillow spray are available next to the bed to promote relaxation
  • If a guest wakes in the night to use the restroom, sensor technology could turn on dim floor lights to safely illuminate the way
  • At 6 a.m. (or time determined by the guest) the sound masking devices slowly shut off and drapes or window treatments change from room darkening to gently and slowly allowing natural blue light to filter into the room to rouse the guest from sleep

Sounds memorable, right? Now, let’s talk about the fundamentals of the sleep experience, mattress technology.

The Bed

Obviously, the foundation of the sleep experience starts with investing in high-quality mattress technology, is it remains the heart of the guestroom and a key investment toward achieving your guest sleep experience goals. Mattress technology is not all created equally. Hospitality sleep solutions are different by design because they have to be. They have to stand up to years of guest use—and abuse. At Serta Simmons Bedding, our sleep technologies are designed to be commercial-grade, so they provide reliable performance and durability. They also undergo rigorous testing—from components to final product—and carry exceptional warranties to minimize business—and revenue—disruptions.


A Connected Sleep Concierge

Leveraging existing guest profiles and loyalty apps, hotels have the ability to create a virtual sleep concierge service to deliver a personalized experience with every stay. Connected sleep technology and all its potential wellness benefits can certainly enhance the experience hotels offer. Smart devices, together with personalized amenities, can create an adaptive sleep environment that delivers the best sleep and recovery possible. Making that virtual, integrated turndown experience unique and memorable could not only improve guest satisfaction but strengthen loyalty.

We believe it’s time to put amenities that don’t promote a restful night’s sleep to bed.