Originally Posted by
mke9499
A very popular, large Westin resort in southeast Fla posts the following on their own website:
The property used to have a "resort fee." Perhaps, after dealing with many complaints about the fee, management decided it would be a better idea to bury the change in the room rates. Now, it is certainly one fewer issue that staff needs to deal with, which makes for happier employees and more contented guests.
Well, I wonder if that works for them. I mean, I wouldn't really want to work the front desk at a hotel that charged a "resort fee" because I would think it would be the number one cause of customer complaints. I honestly believe the majority of travellers don't know it's going to be added. So you're going to get some additional unhappy guests -- and at least some of these folks might not come back because they're unhappy.
Apparently, though, some hotel consultant has determined that the amount you lose from unhappy non-returning guests is outweighed by the amount you collect from everybody.