On the Road with Andy Cosslett

Greedy bellmen and snooty concierges never made this hotel boss feel welcome. So he got rid of them. Checking in without the attitude

Kalpesh Lathigra for TIME

Andrew Cosslett, CEO of InterContinental Hotels Group PLC,.

You've just traveled halfway around the world, and that garment bag you've been lugging feels like a Buick on your back. You arrive at your posh hotel, and an overly costumed valet grabs the bag, carries it all of 50 yards to reception and bids you good day. You are expected to cough up a tip. And you might not see your belongings again for another half an hour while the bag makes its way to your room.

That kind of hotel really annoys Andrew Cosslett. So do concierges who act as though they are always too busy booking dinner reservations...

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