A Whole New Set of Master Keys Forged. Again.

They're baaaaaack.

Seems the coup in Waikiki didn't last long.

Keep that popcorn popping. This power struggle is far from over.

Wear The Union Label

Remember that campaign? I do.

It was around the same time as that other campaign: buy American made products. In those days, we thought of both as something patriotic.

Because they were. Patriotic.

You know. Back when Americans still had jobs and actually had the possibility of buying pretty much everything they needed from American companies - who still made their products in American factories. Made by well paid American workers who could then afford to go out and buy products themselves. Lather, rinse, repeat.

Sure, back in those days of my early adulthood, there were some Americans who besmirched the good fortune of others. There were lots of problems.

But today, while Americans make less and less money at fewer and fewer jobs, we see another phenomenon. Union bashing is popular now. Even teachers and firefighters get bashed.

It's quite horrifying to see for those of us who remember what it was like before.

Sure, strikes have always had an ugly side. But I have personally only been involved in one strike. And I worked, I didn't strike.

No, I didn't cross the picket line. Actually, I was so young I didn't even know what crossing the picket line meant.

But I was a manager. So I got the midnight call to be in another state, in a small Southern town not known for its tolerance, to work until the strike was over.

I was so young and so inexperienced that I didn't even know that I should be afraid of the strikers out front. So I wasn't.

Inside I found a roomful of other managers - almost all of them from the immediate area. I was the outsider.

But you'd never know it. Not from them and not from the strikers. All were unquestionably kind to me.

Sure, we got frivolous calls all day from folks we assumed to be strikers. We knew we were being played and work was being piled on top of work.

We also took care of each other, though. So on days we ordered pizza, one of us would walk out front, take a hand count of the number of strikers and order enough for the folks outside. After all, they were neighbors, friends, and colleagues of the managers inside. And now they weren't getting paid. We could at least see that they had a good lunch.

When we got sandwiches brought in, same thing. We always got enough for everyone.

Who paid for that? We managers did, of course. Hey, we made the big bucks right?

We waved at each other as we went to work and went home each day. And each time, we showed our fingers crossed that the strike would end soon. And I'll have to admit that the day the call came that the strike was over and that I could return to the big city, I was especially disappointed that I wouldn't have the chance to go back and give each one of them a hug.

We were on different sides but we weren't enemies.

Later I would teach classes to new managers of this same huge corporation on Labor Relations. Those managers learned the union contract from start to finish. But more than knowing the complex contract, they learned to respect the rights of workers, the role of union stewards as partners in our work, and the value of everyone.

Now? Lord have mercy, what has become of my country?

We hear stories of folks who are supposed to be progressive leaders in their community allowing heat lamps to be turned on to come as close to torturing the strikers in the summer heat as the law allows.

And those union label jobs? The made in America label? Gone.

It seems that along with our American prosperity and hope for a rising middle class, we've also lost our senses.

Why do I bring this up now? Is it in solidarity with some hotel strike somewhere? Well, not exactly. I am, it's true, always in solidarity with hotel workers.

Yes, I know, managers aren't supposed to say that these days. I seem to have a fundamental character flaw in that I actually still believe all that stuff I taught new managers all those decades ago. I still believe that what is good for the employees is good for us all.

I still believe in buying the union label, even though I'll be damned if I can find one these days.

No, I'm saying this now because of something troubling I read. Actually, I read the same thing not too long ago from the same source.

A source I rely on a lot. A source I happen to believe is one of the best sources for hotels out there when it comes to legal advice: Jim Butler's group. In fact, that's why I link so often to Jim's posts. I want you to know about this valuable resource should you need him someday.

This time, though, instead of reading and moving on, I feel compelled to say something.

So here it is. I agree with this post on Jim Butler's site that due diligence for hospitality properties is intensely complicated and that it's often screwed up by folks who think they know more than they do about this industry.

In fact, I agree with just about every point on this list of concerns for any prospective buyer - with one exception.

I don't now and never will see the potential for unionization as some unfortunate reality. In fact, to me, that's crazy talk.

The only thing unfortunate about employees gathering together to leverage their strength in negotiating with management is an uninformed management who fails to see the opportunity that gives them.

Because negotiating strength goes both ways. Union stewards can be effective partners in coaching employees who are troubled for whatever reason and not performing up to par. Use that partnership, don't resent it.

I'm also saying this now because never in my lifetime has this issue taken such importance and prominence for us all.

The strength of our workers is our strength. As long as we continue to weaken them, our entire system will continue to plunge into darkness.

Right now my fingers are crossed that this whole nightmare will be over for all of us soon. But in my heart, I also know there will be no end to our decline until we learn basic respect for each others rights.

All over again.

Don't Get Burned By The Storm

The storm after the storm, that is. The storm of scammers.

Pat McCoy at the Consumer Financial Protection Bureau has put up a post with tips on how to avoid being scammed after a natural disaster.

Do go on over and read the whole thing.

Scammers will be out in full force even before your inn is dry from the storm. They're hoping to take advantage of your shock and vulnerability.

Don't let them.

Deck Chairs All Perfectly Rearranged

Some innkeepers have asked why I haven't weighed in on the coup that went on over the weekend in Waikiki.

And really, it's just because I don't think I have a whole lot to add that I haven't already said on this topic.

That said, since you asked, let's rehash just what I think of all of this. In a nutshell.

Basically, I think the whole neo-boutique movement by the fat cats is doomed. For the simplest of reasons. I do not believe hipsters will be fooled into thinking corporations are really the opposite of what they are. They are not small. They are not unique. They are not hip. They are hopelessly uncool.

Sorry, no matter how cool and modern the interior may be, it's not fooling anyone. It's a corporate property. And most hipsters are just not going to be lured in.

Folks who are looking for boutique are not looking for corporate. They are looking for the opposite of corporate. They are looking for authentic.

Is that, in my opinion, why the flagship Edition failed so miserably from the get-go? I think that's a big part of it.

No, I'm not privy to the thoughts of Ian Schrager so I can't really say why he has apparently scaled back his involvement in the Marriott line even as he continues to publicly assert that he's intimately involved.

My guess would be that after working with the corporate folks for a while now, he's learned the error of his ways. That's just a guess, though.

Ian Schrager is very cool. No doubt about that. But you can't just have a very cool hotelier come in and design your property and think that's going to make it hip and cool.

It takes more than design. Hip is an attitude. Cool is a state of mind. Hard to clone that.

While big corporations generally have a strong focus on employee training, they don't have a recruiting system set up for bringing in hipsters to staff the place. Nor do they have a training program that can teach cool. If cool is hard to define, it's even harder to program.

And no matter how many times the locks are changed, that reality will keep seeping into the booking habits of guests who want cool, hip, and boutique.

As in no big corporations need apply.

Of course, Richard Branson may prove to be the exception. In fact, I'm betting that he will. Why? Because Richard Branson isn't pretending to be cool. He is cool.

And, yes, I do think that Ian Schrager's own new line, Public, beginning with the much awaited reopening of the Pump Room, certainly could be slated for big things. It will, at the very least, be cutting edge and well-loved by its hotelier owner who thoughtfully considered guest and community needs at every step of the way.

That's the true mark of a special place and a special innkeeper. That's cool.

Can the fatcat wannabes fake that? Sorry but no, I'm just not seeing it. From any of them.

No Rest for the Weary

In the next few days, innkeepers throughout New England will find a whole new problem borne out of the flooding of Irene: mold.

If your inn was flooded - or sprung a leak - don't wait for the nasties to take over. Because if you wait, they surely will.

Having seen the effects of toxic mold up close and personal myself, I take its invasion seriously. I hope you will, too.

Here are some of my best tips for both keeping the clean up itself safe and nipping the moldy problem in the bud.

The best remedy for mold forming in the wet spots you now have is dry free-flowing air. So keep those windows open, the fans moving or the air conditioner on if you can. If you have room air cleaners, use them. All of them. This is no time to allow stagnant air.

But smart innkeepers know that won't be enough. Combatting mold requires an aggressive multi-pronged approach.

Keeping the air moving is just step one.

You'll also need to dry the wet spots immediately. If those wet spots are in porous material - like sheetrock - you may find that you need to cut them out and start over.

Meanwhile, assume that mold is forming even if you can't see it yet. So don't forget your gloves, mask, and goggles when you're doing the clean-up.

And yes, clean up is necessary. Don't allow that mold to sit there. Get rid of it now before it takes over your life.

There are many anti-mold formulas that are commercially sold but I make my own. This is no surprise to regular readers who know that I make most of my own cleaning supplies. That way I know just what's in them. They're non-toxic, inexpensive, and extremely effective. All the hallmarks of essential innkeeping supplies.

Here's my formula that I call Mold-Be-Gone. I mix it in a spray bottle and use generously in any mold-friendly areas.

2 cups white vinegar
2 teaspoons tea tree oil
1 teaspoon Borax (20 Mule Team)
1/2 teaspoon lavender oil

Variations on this formula can chase away spiders or rodents, neutralize odors in the air, and disinfect surfaces. If you want to know more about any of those formulas, just drop me an email.

Meanwhile, happy scrubbing!

Until the Light of Day

Warm wishes to all in the path of Irene who is here to remind us that plans change, even if they once seemed the very best laid plans of all.

Here on the edge of shake central, we hold a collective breath and hope the long night ahead brings you many great stories for the future, winning hands at many many candlelit card games, and the greatest wish of all - that you are on high ground, safe, warm, and protected from the storm.

For the many innkeepers who will awaken to the reality of a summer season ending far too early to squirrel away the winter's needs, wishes go out that you will still somehow find your way to the light of day.

Wherever that light may lead.

Between a Rock and a Hard Place

Regular readers have no doubts about where I stand on the issue of online reviews.

In theory, they're the best way for travelers to learn from each other just what's worth visiting along the road.

In reality, they're a hornet's nest of manipulation.

Traveling bullies use the threat of bad reviews in attempts to intimidate innkeepers into ignoring cancellation policies, rules about pets, giving discounts, or any host of other issues.

Disgruntled employees often slam their former bosses. Competitors often do worse.

And innkeepers themselves, heavily reliant on the marketing power of the review sites, often stoop to writing their own glowing reviews, hiring "reputation management" firms to do their dirty work for them, or trading good reviews with their innkeeper friends.

It's an ugly game all around, the game of deception. And yet it is the game that is rocking on the user review sites.

So as Arthur Frommer raises the issue, it's worth exploring. Just why do travelers continue to flock to sites that they often know to be unreliable sources of information?

As a frequent traveler myself, I know the frustration inherent in online review sites only too well. Yes, as skeptical as I am of the reviews, I admit that I do turn to the sites myself when planning trips. And yes, even with my own personal system of trying to eliminate fake reviews, I've been burned.

Why, oh why, would I not just turn to a trustworthy site like Frommer's or Lonely Planet or such?

Why rely on paid directory sites for bed and breakfasts (which I also turn to in my travels) and online review sites that I do not believe to be trustworthy?

Here's why. That's where all the details are on the places I want to go. It really is that simple. I go where the information is. And I think I'm a fairly typical traveler in that regard.

As much as I find Frommers guides to be incredibly valuable - and the same goes for Lonely Planet - they just don't reach the less traveled spots I want to visit. They just don't have enough reviewers of their own to reach everywhere.

There's not enough money to be made in the guidebooks that would reach into all of the tiny hamlets, where I believe the real story of a place is told. If there was, surely those guidebooks would have expanded more into those areas before now.

Another unfortunate issue is user-friendliness of those online guides and, truthfully, I generally give up before finding a whole lot of info. No, I don't find the forums all that helpful. They're as full of planted info as the online review sites.

What I want as a traveler is simple. I want to be able to type in the name of a place and have all the options available to me just pop right up. If they don't, I'm outta there.

As for the urban areas - which I also visit frequently - the guidebooks often provide very useful information. But even with that, there's generally much more info on the user-review sites. More real time info. More info on hip options. More local secrets. More.

And I'm sorry to have to be the one to say it but when the reviewer tells me to go to Alcatraz, they've already lost me. As an innkeeper, I would send guests on much better ferry rides to much more interesting adventures than that. In short, I want the level of authenticity that is often missing in guides of those sorts. I want the real scoop.

So there we have a traveler's dilemma. The user review sites are ripe for abuse and it is my humble opinion that they are brimming with fake reviews. The reliable guides are limited by their very nature. The paid B&B directories are just that, paid listings. Enough said.

Will the online review sites suffer from the growing perception of travelers that they're unreliable?

Sadly, no. Not until there is a reasonable alternative, that is.

Rattle It In

Having grown up in hurricane country - and having had more severe impacts from bad storms than I'd have liked - I've always been in awe of the power of nature. How small we are in comparison and how seriously we should heed its warnings.

Storms we know about in advance. So everyone rushes out and stocks up and boards up. And then gets out. At least that's how it's supposed to happen.

Earthquakes, though, are a different creature altogether.

When I moved to California, I wasn't completely unused to earthquakes. But oh I didn't know an earthquake until I felt the first one that made me run for the underside of a desk as I heard screams and shattering storefronts all along the street below.

I don't think there's anything more chilling. Because we don't know. Don't know when it's going to happen. Don't know how big it is. Don't know if we'll make it. If everyone we know will make it.

It's one giant rattling nest of everything we don't know. It's one scary feeling.

But unlike storms which lead us to shelter, earthquakes lead us outdoors into the wide open space. We immediately need our neighbors to tell us what they've heard, help us find each other, help reassure each other, help us vent the whole range of emotions rattling through us.

That's the blessing of the whole shake rattle and roll phenomena. You'll meet your neighbors who will suddenly be the friendliest of folk.

And maybe they always were. They just needed a little shaking up to show it. Or maybe you needed a little shaking up to see it.

Thoughts go to all in the shake zone back East today. Those thoughts go out with great hope that the worst that will come out of it for you is that you'll suddenly have a renewed appreciation for the fragility of life.

And to folks here in the West who are minimizing the impact of a six-oh, please don't do that. You're bringing some karma on yourself that I'd personally prefer not to happen all that close to where I'm sleeping, thank you very much.

Ring The Bells That Still Can Ring

Perfect weekend. Cooler weather, fabulous company, and splendid views.

Hope you, too, find a way to let the light in.

It's out there. Just waiting for you to find it.

Into That Good Night

No one thought it would be easy transferring ownership of the Chelsea. In fact, even the mere possibility of going gently into the night was never one of serious consideration.

Still, you'd think that folks would have learned a thing or two by now.

And by folks, no, I don't mean the long term residents who are none too pleased about being kept in the dark. I mean the folks who are keeping those residents in the dark and ignoring their serious concerns.

Do I share their concerns? Yes, some of them. Not all.

No, I'm not at all concerned about the choice of architect for the renovation. I will not hold the Holiday Inn work against him. If he says it's meant to be more of a restoration and not a white wash, I'll take him at his word. For now.

Of course, if that restoration ends up covering over the very history that makes the Chelsea such an important place, I won't be the only one who will be unforgiving.

Beyond that, who on earth thinks it's a good idea to kick paying guests to the curb so renovations and a change in ownership can begin? Not exactly what you'd call a seamless transition.

No, I'm not an advocate of pouring concrete into the plumbing. But I can't say that I'm surprised either. Sabotage is a work of art for some residents and I believe they will not stop until they feel their needs are being met. Right now, it's fair to say that they're not.

So here's some free advice for anyone hoping to win over the residents. Don't ignore them, include them. And by include them, how about asking them what they need to make this whole thing work?

How about asking the residents about what's most important to preserve, since no one knows better the history of this iconic masterpiece of artistic integration?

Well, unless, you count the Bards. The Bards know a lot about the Chelsea Hotel. And its residents. Which is why the residents really really really want the Bards back behind the desk.

And given the current situation, can you blame them?

If the new ownership wants to really make a go of this, they'll need the blessing of the residents. Giving them a bit of what will make them happy now would go a long way towards getting those blessings.

This project will either be an occupation or a collaboration. The choice of which is entirely in the new owner's hands.

And that, dear friends, concludes yet another episode of simple solutions to unnecessarily complicated problems.

Secrets of an Innkeeper

It's no secret at all that my life has never taken what would be considered a typical course.

In fact, some folks are convinced that the only explanation for the many places I've lived and the many times I've landed on my feet is that I must be some sort of spy. I'm not, of course. I'm just a girl who has chosen an unconventional life.

But that doesn't mean that I don't have secrets. We all have secrets. And I have many.

My life, in fact, has been guided by three secret tenets, secrets that have brought me calm from the storm, peace in volatility, and sanity in chaos. Secrets that give me hope in troubling times.

Regular readers are familiar with one of those secrets: make use of what you have.

I've never been one to complain about what I didn't have because I have always recognized the bounty before me, even when others around me saw only ruins. I saw plenty. Some days, I'm overwhelmed with the bounty I enjoy, simply because I look for it.

On a practical level, that guides me as an innkeeper almost every single day. As a relief innkeeper, it's a core belief.

So when I was innsitting at a 17 room inn and a friend of the owners came by and "borrowed" the only coffee maker for a wedding while I was inspecting rooms, I didn't panic. I knew I had my traveling French press with me. So while I pleaded with the "friend" to return the coffeemaker ASAP, I also poured cup after cup from my trusty French press.

Voila, guests never noticed the difference. Sure, it meant more work for me. A lot more work. But if I have to choose between disappointing guests and more work for me, there's no real choice. Guest needs come first and their needs will always, to the best of my ability, be met. Even when the coffee maker disappears.

And that's just one tiny example. There is always a way to make do with what you have. It just takes a wee bit of creativity and a willingness to do a bit more work than you might have expected.

Secret number two I learned from my grandfather, a simple but wise man.

He taught me great patience and compassion for all people, especially those who may seem completely different from me.

How? He instilled in me the belief that I can never know someone else's troubles and that what I may see as inappropriate behavior may, in fact, be a result of something that I don't know and can never hope to understand.

There's not a grumpy guest whose troubles I soothe that doesn't remind me of his message: don't judge, just listen - and show kindness. In fact, I can almost hear my grandfather's kind voice every time, reminding me that I just don't have any way of knowing what's going on in someone else's life. That tomorrow I'll probably find this person to be a much better person than they seem today. And sure enough, just about every time it turns out that he was, after all, right.

Secret number three, I learned along the road. If you can't find reason in an unjust situation, look for the opportunities it brings.

And this, dear friends, is the secret that keeps me calm in these especially turbulent times.

No, I don't think things are going to be easy from this point on. Regular readers know I have not been Pollyannaish about the economic situation before us. I'm still not. Yes, I do believe there are solutions but I'm also mindful that none of those solutions are being pursued by our elected officials. So I see much more trouble on the horizon.

And yet, I remain optimistic. How can that be?

Simple. Opportunities still abound. They're just different opportunities that require new eyes to see them. Some days I may need to squint and focus extra hard to find them, but I know they're there. And sure enough, every day I find one. How? I'm looking.

So there you have it. All my secrets boiled down to the essence of flexibility, compassion, and an open mind.

Focus on those three and your world will suddenly seem as blessed as mine is. I can guarantee that it's a formula that has worked for me.

And I'm pretty sure it will work for you, too, if only you give it a try.

Startling Reversal of Fortune

Yeah, I'd say so.

Groupon is bleeding cash and some folks say they may be headed to bankruptcy?

Just before their much-touted IPO?

If all that's true, then it would be a reversal of fortune indeed. Or maybe just reality exposed to the light of day.

Take your pick. Either way, doesn't sound good at all.

Can't Give 'em Away

Yowser. Even the bottom feeders are laying low.

What happens if you have an auction and no one comes to buy? Even if the starting bid is only $25k on properties valued at $15 million?

Yes, you read that right. Starting bid $25k. No bidders.

The hotels in question, with a combined value of $15 million, in deeply distressed Fresno, brought no bidders. No one was even willing to cough up $25K?

So what happens now? The bank tries again later. Quelle surprise.

Of course, this is a situation that's not limited to Fresno. Auctions are being postponed all around the country, some no doubt due to last minute finagling.

But one can't help but wonder if some of the postponements have a darker reason.

No bidders.

Hang tight folks. It's going to be a wild ride.

Simply the Best

National Geographic Adventure continues its series on the best cities for hiking in America, with today's focus on San Francisco and, most especially, featuring Mt Tam.

So is it the climate? It's true that the climate in Northern California is ideal for hiking.

Or is it the scenery? Well, it is some of the most amazing scenery one could hope to find, all in one place.

Perhaps it's just the combination of both. Perfect climate and perfect scenery. All adding up to the best hiking trails on the planet.

Check out the entire list.

And if you need some help planning the perfect hike across Bolinas Ridge, you know what to do. Yep, just ask your innkeeper.

Up and Down

You know things are tough out there when Carmel inns need to offer a 3rd night free special in August and September, two of the best tourism months in Northern California.

No, they're not the only ones. Similar specials - usually reserved for the dead of winter - can be found in Point Reyes, Wine Country, Mendocino. In short, just about everywhere you look around here.

And from the sound of things, the East Coast is similarly under par in the middle of tourist season.

The good news? The weather out here is just grand this week. Just absolutely grand.

Obvious and Extensive

Oh my.

You know things are just starting to get interesting when folks start talking about sending files to the FBI.

Pass the popcorn. Yes, extra butter, please.

Okay I'll Bite

Jim Butler asks why Asians are buying up American hotels and goes on to cite several very reasonable factors, with green cards up at the top of the list.

And granted, that's a big draw, as are the other factors he cites. A good post, as usual, from Jim with lots of good info.

But here's my two cents about why Asian investors are buying us out:

Because they're the only ones with money.

And that, my dear friends, concludes another episode of simple answers to simple questions.

You Will Cry Too

When they come to sue you.

A few months back, in a post about fake reviews, I gave my opinion of the idea expressed by some innkeepers that they can't be sued for anything they say online:

That is batshit insane.

That opinion holds true today.

So, no, I'm not shocked that Expedia recognizes the litigation prone game that online reviews represent.

A word to the wise. Be careful what you say. If the online forum you're participating in seems to frequently slip into a mob on the attack, maybe it's time to reconsider your participation.

Or your level of liability insurance.

Keep the Ambiance But Keep it Safe. Please.

As the unsurprising news hit last week that the fire at the Bohemian Bed and Breakfast was caused by unattended candles, my mind turned to the alternatives.

I know, I know.

Many innkeepers really want to keep the experience real. I get that.

And I also know many innkeepers who prefer their adamant no candles policies. Get that, too. With one caveat. Sometimes guests do what you don't want them to do. Give them options but make sure they're safe options.

I can tell you that I have successfully used flameless candles in high-end ($600 per night) accommodations without any complaints. No complaints at all. In fact, the flameless candles only brought more accolades along with more peace of mind for me, the innkeeper.

Today's flameless candles housed in wax shells look amazingly close to the real thing.

With one difference. They're safe.

Cheap versions are out there as are more costly commercial options that hold up to multiple uses over many hours. Go for the rechargeables with charging trays. You'll be glad you did.

If you've thought of trying flameless candles but didn't want to fork out the money to get started, I hope you'll reconsider that now. Make the switch. You'll sleep better for it.

We all will.