Hotels Adding Service Charges
Discussion
Mrs BC and I are just back from a few days at a rather smart hotel, we booked a dinner, bed & breakfast package.
We were asked to pay our accommodation cost on arrival leaving just our drinks to cover at the end of the stay. No problem there but at no point were we advised that they add a service charge to everything including the accommodation. We booked through Relais & Chateaux and there was certainly no mention of a service charge there. There was also nothing about it on the email confirmation. We’ve since looked at the hotel website where there’s a tick to agree the booking conditions but no link to read them. Presumably the terms are hidden somewhere on the site and the service charge deep within them. I wonder why we weren’t advised about the charge when checking in and paying for the accommodation? A cynical person could conclude that the charge is better hidden at the end of the stay amongst the drink charges.
When we queried the charge we were told that it had been recently introduced as some other hotels were doing it !!!! We declined to pay the charge but it made an unpleasant end to what had been an excellent break.
Is this a worrying new trend for hidden pricing?
https://onemileatatime.com/insights/hotels-discret...
https://www.headforpoints.com/2021/09/13/uk-hotels...
We were asked to pay our accommodation cost on arrival leaving just our drinks to cover at the end of the stay. No problem there but at no point were we advised that they add a service charge to everything including the accommodation. We booked through Relais & Chateaux and there was certainly no mention of a service charge there. There was also nothing about it on the email confirmation. We’ve since looked at the hotel website where there’s a tick to agree the booking conditions but no link to read them. Presumably the terms are hidden somewhere on the site and the service charge deep within them. I wonder why we weren’t advised about the charge when checking in and paying for the accommodation? A cynical person could conclude that the charge is better hidden at the end of the stay amongst the drink charges.
When we queried the charge we were told that it had been recently introduced as some other hotels were doing it !!!! We declined to pay the charge but it made an unpleasant end to what had been an excellent break.
Is this a worrying new trend for hidden pricing?
https://onemileatatime.com/insights/hotels-discret...
https://www.headforpoints.com/2021/09/13/uk-hotels...
Pistonheader101 said:
sneaky service charges everywhere, in the US its so widespread that even takeaways have it.
Some USA hotels charge a ‘Resort Fee’ which I hate so try to avoid such hotels. The charge is shown when you make the booking though so at least it’s transparent unlike the hotel in this case.bad company said:
Some USA hotels charge a ‘Resort Fee’ which I hate so try to avoid such hotels. The charge is shown when you make the booking though so at least it’s transparent unlike the hotel in this case.
When we went to Boston a few years ago the Hotels in the city centre had just introduced this. The resort fee changed price about 4 times from booking from $5 to $30 dollars a night. (luckily they honoured the $5. But what a piss take)Clearly just a way to grab more money.
matt3001 said:
Which R&C was this? I've stayed at most in the UK and never come across this...
Normally they are by far and away my favourite group of hotels to stay at.
It's common place in the US I have found though
Don’t want to ‘name & shame’.Normally they are by far and away my favourite group of hotels to stay at.
It's common place in the US I have found though
You say common in the US but there it’s always clearly shown before you book and in the email confirmation. Here the first we knew of it was when we checked out.
Edited by bad company on Friday 3rd June 17:05
Edited by bad company on Friday 3rd June 17:29
bad company said:
We declined to pay the charge but it made an unpleasant end to what had been an excellent break.
If a customer requests that a discretionary service charge is removed, then that is what should happen. No arguments, no discussion, no “was anything not to your satisfaction”, just the amount simply and quietly removed.And if that doesn’t happen, then the hotel / restaurant manager will be hearing in person in clear and certain terms how their staff have messed up by failing to do that.
bad company said:
Pistonheader101 said:
sneaky service charges everywhere, in the US its so widespread that even takeaways have it.
Some USA hotels charge a ‘Resort Fee’ which I hate so try to avoid such hotels. The charge is shown when you make the booking though so at least it’s transparent unlike the hotel in this case.It's just a con to make the rooms appear cheaper on booking sites.
UPDATE. Response from the hotel manager. I subsequently found the email he refers to in my spam folder. There’s reference to the service charge very near the bottom hidden under details of the spa and the children’s pool. I replied sending him screenshots of a dummy booking, there’s no mention of the service charge:-
We are clearly delighted that you enjoyed the XXXXXX dining and hospitality during your resent two night stay with us.
We are of course very sorry that you found the service charge unacceptable. It is absolutely not our intention to hide this charge, and as such ensure it is referred to in our confirmations, which we I can see was sent on 27th May.
Mr XXX, the service charge was introduced to simply the experience for our guests. Our team receive regular positive feedback for going above and beyond expectations. Guest feedback made it clear that acknowledging each and everyone they encounter became rather complicated. In response, a small service charge of 7.5% is now added to guest accounts. This amount is shared in full and equally amongst all our team. The charge is of course discretionary, and happily removed should it be felt it has not been justified, or you wish to acknowledge in an alternative way.
We absolutely regret that this has tainted your otherwise very enjoyable stay, and hope my full explanation is of help.
We are clearly delighted that you enjoyed the XXXXXX dining and hospitality during your resent two night stay with us.
We are of course very sorry that you found the service charge unacceptable. It is absolutely not our intention to hide this charge, and as such ensure it is referred to in our confirmations, which we I can see was sent on 27th May.
Mr XXX, the service charge was introduced to simply the experience for our guests. Our team receive regular positive feedback for going above and beyond expectations. Guest feedback made it clear that acknowledging each and everyone they encounter became rather complicated. In response, a small service charge of 7.5% is now added to guest accounts. This amount is shared in full and equally amongst all our team. The charge is of course discretionary, and happily removed should it be felt it has not been justified, or you wish to acknowledge in an alternative way.
We absolutely regret that this has tainted your otherwise very enjoyable stay, and hope my full explanation is of help.
How can they add a service charge, to do things you’d expect at a hotel.
Not like you’d turn up and check yourself in, make your bed or serve your own drinks. Isn’t all that service included in what you’d expect.
I don’t charge someone to do a job and then at the end add a service charge for actually doing my job!
Not like you’d turn up and check yourself in, make your bed or serve your own drinks. Isn’t all that service included in what you’d expect.
I don’t charge someone to do a job and then at the end add a service charge for actually doing my job!
bad company said:
You say common in the US but there it’s always clearly shown before you book and in the email confirmation. Here the first we knew of it was when we checked out.
It didn’t used to clear in the US until action was taken against the major hotels groups and they had to refund past charges and make them transparent in the future. But you seem you seem to have been charged a service charge, ie something that replaces tips. Resort fees don’t do that.
Ouroboros said:
My understanding is, resort fees are mandatory and these service charges are discretionary. Is it really bad the money goes direct to people on minimum wages, if you choose?
No that’s not so bad though I’d prefer it if the people were properly paid though that may mean an increase in the room rates, at least that’d be clear from the start.nikaiyo2 said:
$45 a night resort fees at the Aria in Vegas… for WiFi, gym, and free digital magazines/ news papers, no coffee or tea in room nor a couple of bottles of water.
Vegas was always the originator of the resort fee - it’s well known and documented Depending on your casino tier status these can be easily waived though
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