The Psychology of “Gulami”: A Tale of Language Bias in Hotel

A few days ago, I had two contrasting experiences at two hotels—Ramada and Marriott. The difference between them wasn’t just about the service, but something deeper: the role of language and how it shapes perceptions. At the Ramada, I needed a small favor—not something unreasonable, but something that required a bit of flexibility from the staff. I approached the receptionist and explained my request politely, speaking in Hindi. Their response was immediate and rigid: “Sorry, sir, yeh possible nahi hai.” There was no effort to listen, no attempt to explore solutions. It was a flat-out denial. I left feeling a little disheartened, but also curious. Was it the language I used? Was it the tone? Did speaking in Hindi somehow signal that my request wasn’t worth considering? Fast forward a few days. This time, I was staying at the Marriott, and I decided to test my theory. When I needed a similar favor, I approached the staff, but this time I spoke in English. My tone was confident and professional. To my surprise, their reaction was completely different. They listened attentively, nodded understandingly, and said, “Let us see what we can do for you.” Within minutes, my request was granted. The stark contrast between these two experiences left me reflecting on the mindset of service staff. At Ramada, speaking in Hindi might have unintentionally conveyed a sense of informality, making them less inclined to accommodate me. At Marriott, speaking in English seemed to project authority or importance, prompting them to go above and beyond. But why does the language we use matter so much? Why should English command more respect or flexibility than Hindi? This isn’t just about hotels—it’s about the deeper issue of how we, as a society, have internalized the belief that English is a marker of status and sophistication. This gulami, this colonial hangover, still dictates how people are perceived and treated. It’s time we start valuing service, sincerity, and respect over the language someone speaks. Until then, these experiences will continue to remind us of the changes we still need to make.