Today, my 12-year-old son asked me a simple question:
“Dad, are hotels in the U.S. better than the ones in the UAE?”
At first, I smiled, because behind a child’s curiosity was a powerful question about quality, culture and the people who bring hospitality to life. Sometimes children ask things in a way that cuts straight to the heart of an issue adults tend to over-complicate.
Having worked across both markets, I explained to him that quality in hospitality isn’t only about design, amenities, or star ratings. Those things matter, of course, but they’re only the surface. True quality is deeply tied to the people who deliver the service—their lives, their environment and the sense of meaning they carry into their work every day.
In the U.S., most hotel staff live in their own homes, drive themselves to work and return to their families each evening. They live within the same community and culture they serve. That stability gives them a sense of belonging and ownership. You feel it when they interact with guests: the connection is often more personal, more grounded, sometimes even more authentic because they’re serving in a place that’s part of their identity.
In the UAE, the picture is different but equally fascinating. The industry thrives on a diverse, international workforce—people from dozens of nationalities, backgrounds, and cultures. Many live in shared accommodations, far from their families, often for years. They face unique challenges that most guests will never see. And yet, despite all of that, they deliver extraordinary levels of service with warmth, resilience and professionalism. Their dedication is remarkable, and it’s a big part of what makes hospitality in the UAE stand out.
When it comes to the physical product—design, architecture, facilities—the UAE often excels. Hotels here tend to be newer, more ambitious and aligned with cutting-edge global luxury standards.
So when we talk about “quality,” it isn’t a competition between countries. It’s a reflection of context and of how people live, work and are supported.
My son’s question reminded me that great service is human. And the more we care for the people who create guest experiences, the more exceptional hospitality becomes, anywhere in the world.
