Hotels Need to Stop the Shampoo Wall Dispenser Madness

Recently, Marriott has decided to implement wall-mounted toiletry dispensers in the showers of its North American properties. This move, while not unique to Marriott, highlights a growing trend in the hotel industry. Many hotels argue that these dispensers are more environmentally friendly, but upon closer examination, it's clear there are several reasons to question this practice.

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Concerns Regarding Wall Dispensers

The shift from individual bottles to wall-mounted dispensers raises important concerns:

1. Authenticity

While high-end hotels in places like China have been known to offer counterfeit toiletry brands even in individual bottles, there’s a difference with wall dispensers. When guests can't see the product inside, they cannot confirm its authenticity. You can’t be assured of what’s inside the wall-mounted unit.

2. Security

Previous guests might find it amusing to fill the dispensers with something other than intended shampoo or body wash. There have been incidents at public locations, such as the Detroit airport, where soap dispensers were tampered with. You truly don’t know what has transpired in your hotel room before you arrived.

3. Hygiene

There is skepticism about how well these dispensers are cleaned between guests. A study from the National Institutes of Health suggests that bulk soap dispensers can harbor significant bacterial contamination.

4. Availability

Unlike individual bottles, it’s not as easy to notice when a wall-mounted product is empty. Housekeeping may not keep them filled regularly, leading to disappointing experiences for guests.

5. Overall Experience

Guests miss out on the premium experience hotels promise. The take-home element—those small bottles of shampoo and conditioner that sometimes remind us of our travels—is lost. As someone who often finds new favorite products while traveling, this change feels like a significant loss.

During a recent stay at a Marriott, I noted that the bath gel was empty throughout my first week and remained so upon my return. Even with promises of more transparent dispensers, it didn’t seem to improve the situation.

A Case Study: The Hyatt Regency Lake Washington

I recently experienced another instance at the Hyatt Regency Lake Washington, which also employs wall-mounted toiletries from C.O. Bigelow. They attempted to address concerns by ensuring the dispensers are locked and can be monitored for refilling. However, despite their efforts, I found the bath gel empty upon check-in, and it went unrefilled throughout my three-night stay.

Luxury vs. Convenience

While I have always appreciated C.O. Bigelow’s products, my view diminished when they were offered in a wall-mounted format, which feels less luxurious. It’s an interesting contradiction to see these products also in airline restrooms—leading me to wonder about the implications for brand perception.

The Final Verdict

The trend of wall dispensers is not working. It is time for hotels to reconsider this practice and focus on providing a better experience for their guests.

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