Starwood Preferred Guest - 15% auto-grat on F&B?

I experienced something new (to me) at a Starwood property last week that has me questioning this from both a legal and moral standpoint and I wanted to get other's feedback on this.

I apologize if this has been addressed in another topic, I ran a search and couldn't find it.

My question pertains to the auto-gratting of all F&B checks with a 15% service charge no matter size of party, meal served, size of check, etc. There was no notification on the menu of this practice and it took me until the 4th day of my stay to realize this was happening as I generally don't look at the itemized bill if the order is fulfilled properly.

The check is presented with a room charge slip (which of course asks for a tip), along with the itemized bill. Below the items ordered and above the taxes and total there is a line that says "service charge" and is 15% of the total. When I inquired about this I was told it was an automatic gratuity "due to the large number of international guests staying here."

When I asked why guests are not told about this practice either A) on the menu or B) when the check was presented I was told that "everyone is told at check-in." That's false because when I asked at the front desk they told me they had no idea this was a standard practice (and I, of course, was never informed, same with my colleagues).

There were a few others from my company staying at this property the same week as me and we ran a little audit and everyone experienced this. Whether they just ordered a beer from the bar or a full meal (room service, of course, is excluded as an auto-grat is expected). Everyone double tipped and everyone was angry when they realized what had happened. One person even called it a scam.

I'd like to ask everyone's thoughts and opinions about this. Have you ever experienced this? What do you think of this practice from a moral/legal standpoint? Is it just me or is this hotel opening themselves up to a class-action suit?

Thanks.

I would be interested to know where this occured.

It would (to my mind) be far more understandable in Europe, say, than in the US.

In any case, if there was a line on the bill you signed which specified a 15% gratuity, I do not see how the hotel can be held liable. I understand that the enforced tip may have been unexpected. But it wasn't as if you were not notified every time you signed a bill. It's not unreasonable, I think, for a hotel to expect the guest to read what (s)he is signing.

It would be interesting to know which property you are referring to. Adding a 10-15% gratuity is pretty standard in some countries in Asia. You are not expected to tip.

This is one of my hotel pet peeves - but I've found it all over North America. Service Charge *and* Gratuity (usually 18%) is included but there is still a line for tip. I always feel awkward crossing out the tip line so sometimes I'll ask if the tip is already included as I glance at the charges section of the bill hoping the person delivering will say, "Yes, sir, it is included" and absolve me of the implied pressure to tip again. I usually think 18% is sufficient unless they did something spectacular in the delivery.

Sadly, I've found most times they look me right in the eyes and say "No, sir, it is not."

If it's in the US, they need to disclose it. What property is this? I don't understand why you wouldn't post the name of the property so your fellow ft-ers will be aware of this in case they stay at that property.

Personally, I would be miffed if it wasn't properly disclosed to me and this is a US property. If you travel internationally, you expect local customs and rules to prevail, but auto-grat is not a local custom or rule in the US, except for room service, where it's normally expected.

-David

in the US yes, it might be illegal to do so as there is a tipping policy. In asia/Australia, the charge is either automatically taken into acccount when the price is stated or charged as a seperate line item. Im awrae that a lot of americans would disagree with the seperate line item. And i agree that you may not have asked for it. But in Asia, it is the standard and iis spreading to the USA and Europe as part of revenue control. Businesses use this as a way to ensure that their rights are protected. Perhaps if enough people disagree with it, maybe you should complain about it to starwood corporate.

I'd like to ask everyone's thoughts and opinions about this. Have you ever experienced this? What do you think of this practice from a moral/legal standpoint? Is it just me or is this hotel opening themselves up to a class-action suit?

Don't tip outside US and specifically in Asia. Service is always part of the bill.

It was the Sheraton World in Orlando.

I travel extensively in the EU, Asia, and AU and am well aware of local tipping customs as well as which countries and cultures add a service charge. The US is not.

The only other time I've seen this in the US was at the Diplomat Country Club (N. Miami) and that was only out by the pool, and the server disclosed it when she presented me with the check and it was published on the menu. I appreciated the honesty and ended up tacking on an extra couple of bucks to bring the grat up to 20-25%, my standard.

If the Sheraton World, for whatever reason, feels that they are above the traditional customs and cultures of the US that's fine. They just need to be a little more forthcoming about it.

Yes I share some of the blame because I didn't look over every one of my itemized bills, but not one of my coworkers noticed this practice either.

My feeling is that when multiple guests feel like they've been deceived / scammed, there's a problem with what you're doing.

deleted due to rudeness

Every hotel that I have stayed in with room service states on the room service menu a 15 - 18% service charge. I always tip over it, but it is a standard and common practice from the Four Seasons to the Four Points...

Wjudge, I am not talking about Room Service as yes of course, this is expected.

This was all F&B whether it was a single beer at the bar or a meal (at the restaurant - including take-out from the Deli). There was no notice printed on any menus or anything stating this was a practice or policy.

Adding this to 'normal' F&B (NOT ROOMSERVICE) is a SCAM, plain and simple. And ANY waiter(ress) that looks you in the eye and says 'no, it isn't' is a SCAMMER themselves.

I agree, ask the server if it is included, if they say yes, simmply say 'thank you' as you cross that line out.
If they say 'no', then ask them to have a manager explain the SCAM to you!

Anybody want to talk resort fees ;)

Wjudge, I am not talking about Room Service as yes of course, this is expected.
Geez - you don't have to be so harsh and rude :rolleyes: - I apologize - AHH!!!

WJudge, sorry if that came across as harsh, wasn't intended at all.

Let me do the Starwood form of apology and send you 1,000 SPG points. :)

In all seriousness though, I appreciate everyone replying to this topic.

I think that this "auto-tipping" happens more in Florida -- very often even at restaurants in Miami. They justify it by referring to high number of foreign travellers, but it's a scam as they always still have the tip line.

It was the Sheraton World in Orlando.


Thanks.

I agree with your comments in post #8, except I don't think you share any of the blame. It wasn't properly disclosed, or you would have known about it.

-David

I just wanted to follow-up on this topic as it was something that bothered me a bit and a few of you did indeed feel it was wrong.

I questioned the Sheraton World directly about this practice (along with some other "concerns") and they have failed to get back to me with anything more than a form letter. Given that a month has now gone by it leads me to believe that they know this practice is wrong and they just don't want to admit it/deal with it (either that or they're incompetent, which might be the case as well).

I wonder what would have happened if I (had known about the gratuity) and put a negative 5% tip on there to counter-act the 15% auto-grat, bringing it down to 10%, because I waitied 30 minutes to get my bill. :rolleyes:

What an absolute debacle this property is.