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Hotel manager shares strategy for avoiding resort fees

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Hotel manager shares strategy for avoiding resort fees
Research
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View from the Wing | View from the Wing

Resort fees, often mandatory and added to the advertised price of a hotel room, have been a source of frustration for many travelers. These fees are seen as deceptive because they do not reflect the true cost of staying at a hotel.

Most resort fees offer limited benefits, such as discounts on services or classes that guests may not use. This makes the fees appear to be deals when they are essentially additional charges disguised within the overall cost. The practice not only misleads consumers but also affects those earning commissions based on room rates.

The President has labeled resort fees as deceptive and called for their ban, although no concrete actions have been taken to address them. However, there are steps travelers can take to avoid these charges.

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Travelers should consider choosing hotels or chains that do not impose resort fees frequently. For instance, Hyatt and Hilton do not add these fees to award stays like Marriott does. Additionally, Hyatt Globalist members are exempt from resort fees on paid stays.

A manager at an IHG property in Toronto revealed that expressing dissatisfaction with resort fees could lead to their removal. "Since we introduced an 'Amenity Fee,' we've received numerous negative reviews," said the manager. "Upper management decided to allow fee removal for guests who complain."

He advised guests to leave one-star reviews mentioning amenity fees as the primary issue across various platforms like Google Reviews and Tripadvisor. He suggested including positive comments about staff service while still rating the stay poorly due to the fee.

The manager emphasized treating front desk staff respectfully when addressing fee concerns, noting that being polite could increase the likelihood of having the charge waived. Different ownership groups might respond differently based on how they connect poor reviews with customer satisfaction scores.

Ultimately, writing a negative review highlighting issues with resort fees may prompt hotels to refund these charges deemed unfair by customers.

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