Hotel Fee to Send Back Left Item
#1
Original Poster
Join Date: Jul 2005
Location: NJ/NYC
Programs: AA EXP/LT Plat, SPG Plat/LT Plat, HHonors Gold, Hyatt Plat, IHG Plat, MR Silver
Posts: 2,786
Hotel Fee to Send Back Left Item
I am interested in hearing what others think about a situation I am currently in. Here are the highlights:
- I recently left an article of clothing at a Park Hyatt in SE Asia (I live in the US). The article of clothing is not particularly important to me, but it wasn't cheap and ideally, I'd like it back.
- I realized I left it at the hotel very shortly after leaving and called right away. The front desk found it in the room I had just checked out of and put it aside. We agreed that I would contact them after my trip and coordinate how they could send it to me.
- I contacted the hotel to arrange the shipping and they quoted me an absurd rate, about twice as much as I was able to identify myself.
- The hotel essentially refuses to use any other shipping service (e.g., UPS, DHL), indicating that "the service they use will guarantee my goods get there so that is what they must use."
- Clearly, the hotel is marking up the shipping. I actually asked whether they would provide me the shipping receipt and they refused.
It strikes me as fairly unsavory that a luxury hotel is basically charging me a fee to send the item I left behind. I am more than happy to pay the going rate for shipping (after all, it is my fault that I left the item behind), but I don't think this is something the hotel should be making a profit on. It leaves a very bad taste in my mouth for what was otherwise a very nice stay.
Am I crazy? Has anyone else been charged a hotel fee to ship back a lost item (in addition to the actual cost of shipping)? In the larger scheme of things, its not a big deal, but it just rubs me the wrong way, so I'm interested to hear what others think.
Thanks for your thoughts.
- I recently left an article of clothing at a Park Hyatt in SE Asia (I live in the US). The article of clothing is not particularly important to me, but it wasn't cheap and ideally, I'd like it back.
- I realized I left it at the hotel very shortly after leaving and called right away. The front desk found it in the room I had just checked out of and put it aside. We agreed that I would contact them after my trip and coordinate how they could send it to me.
- I contacted the hotel to arrange the shipping and they quoted me an absurd rate, about twice as much as I was able to identify myself.
- The hotel essentially refuses to use any other shipping service (e.g., UPS, DHL), indicating that "the service they use will guarantee my goods get there so that is what they must use."
- Clearly, the hotel is marking up the shipping. I actually asked whether they would provide me the shipping receipt and they refused.
It strikes me as fairly unsavory that a luxury hotel is basically charging me a fee to send the item I left behind. I am more than happy to pay the going rate for shipping (after all, it is my fault that I left the item behind), but I don't think this is something the hotel should be making a profit on. It leaves a very bad taste in my mouth for what was otherwise a very nice stay.
Am I crazy? Has anyone else been charged a hotel fee to ship back a lost item (in addition to the actual cost of shipping)? In the larger scheme of things, its not a big deal, but it just rubs me the wrong way, so I'm interested to hear what others think.
Thanks for your thoughts.
#2
Join Date: Jan 2018
Programs: WoH Globalist, AA Plat, Amtrak S+, Hilton, Starbucks Gold
Posts: 16
Yes, hotels do charge more than postage for returning left items. It does take time on the part of hotel staff to organize and ship the items back. The hotel certainly should be compensated for the time/effort.
However, I've noticed that a lot of hotels use outsourced providers to ship items back. In these cases, the fees are much higher than postage + handling alone.
In either situation, you get reunited with your left item, so there's value in that.
However, I've noticed that a lot of hotels use outsourced providers to ship items back. In these cases, the fees are much higher than postage + handling alone.
In either situation, you get reunited with your left item, so there's value in that.
#4
Join Date: Aug 2009
Location: SFO
Programs: Hyatt Globalist, Marriott Platinum (LTG), Hilton Gold, United 1K, AA EXP, AS MVP 75K
Posts: 207
I ran into a similar issue with a Kindle at the GH Bali. However they were willing to seek cheaper postage options after I was quoted an insane figure via their preferred vendor (DHL). It was made clear that if I opted for an alternative provider that they could not be held responsible for any delivery issues which I was fine with. In the end I opted to just buy a new Kindle (only $20 or more than cost of shipping) rather than go through the hassle.
#5
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A PH is supposed to be a luxury property, so I would not expect them to gouge their customers who have the misfortune to have left items behind.
#6
Join Date: Jul 2008
Location: LAS ORD
Programs: AA Pro (mostly B6) OZ♦ (flying BR/UA), BA Silver Hyatt LT, Wynn Black, Cosmo Plat, Mlife Noir
Posts: 5,992
That's horrible, especially for a luxury hotel. At the very least they should allow your choice of any shipper than can be scheduled to pickup at the hotel. Claiming they can't ensure delivery of the item with other shippers is just silly.
Also, just for the record:
Palace Hotel Tokyo - did not charge any additional fees to ship back a damaged piece of luggage via EMS.
Doubletree South Bend - I mistakenly left a few toiletries in the room including a case that was no longer produced, so I really wanted it back. They didn't even charge me to box up and ship the stuff back to me. Again, a Doubletree.
Agreed 100%.
Also, just for the record:
Palace Hotel Tokyo - did not charge any additional fees to ship back a damaged piece of luggage via EMS.
Doubletree South Bend - I mistakenly left a few toiletries in the room including a case that was no longer produced, so I really wanted it back. They didn't even charge me to box up and ship the stuff back to me. Again, a Doubletree.
Agreed 100%.
#7
I am interested in hearing what others think about a situation I am currently in. Here are the highlights:
- I recently left an article of clothing at a Park Hyatt in SE Asia (I live in the US). The article of clothing is not particularly important to me, but it wasn't cheap and ideally, I'd like it back.
- I realized I left it at the hotel very shortly after leaving and called right away. The front desk found it in the room I had just checked out of and put it aside. We agreed that I would contact them after my trip and coordinate how they could send it to me.
- I contacted the hotel to arrange the shipping and they quoted me an absurd rate, about twice as much as I was able to identify myself.
- The hotel essentially refuses to use any other shipping service (e.g., UPS, DHL), indicating that "the service they use will guarantee my goods get there so that is what they must use."
- Clearly, the hotel is marking up the shipping. I actually asked whether they would provide me the shipping receipt and they refused.
It strikes me as fairly unsavory that a luxury hotel is basically charging me a fee to send the item I left behind. I am more than happy to pay the going rate for shipping (after all, it is my fault that I left the item behind), but I don't think this is something the hotel should be making a profit on. It leaves a very bad taste in my mouth for what was otherwise a very nice stay.
Am I crazy? Has anyone else been charged a hotel fee to ship back a lost item (in addition to the actual cost of shipping)? In the larger scheme of things, its not a big deal, but it just rubs me the wrong way, so I'm interested to hear what others think.
Thanks for your thoughts.
- I recently left an article of clothing at a Park Hyatt in SE Asia (I live in the US). The article of clothing is not particularly important to me, but it wasn't cheap and ideally, I'd like it back.
- I realized I left it at the hotel very shortly after leaving and called right away. The front desk found it in the room I had just checked out of and put it aside. We agreed that I would contact them after my trip and coordinate how they could send it to me.
- I contacted the hotel to arrange the shipping and they quoted me an absurd rate, about twice as much as I was able to identify myself.
- The hotel essentially refuses to use any other shipping service (e.g., UPS, DHL), indicating that "the service they use will guarantee my goods get there so that is what they must use."
- Clearly, the hotel is marking up the shipping. I actually asked whether they would provide me the shipping receipt and they refused.
It strikes me as fairly unsavory that a luxury hotel is basically charging me a fee to send the item I left behind. I am more than happy to pay the going rate for shipping (after all, it is my fault that I left the item behind), but I don't think this is something the hotel should be making a profit on. It leaves a very bad taste in my mouth for what was otherwise a very nice stay.
Am I crazy? Has anyone else been charged a hotel fee to ship back a lost item (in addition to the actual cost of shipping)? In the larger scheme of things, its not a big deal, but it just rubs me the wrong way, so I'm interested to hear what others think.
Thanks for your thoughts.
Did you try arguing with the GM about their inane shipping policy?
#8
100% hotel discretion.
Think of it as "shipping & handling" charge.
If you don't like it, chalk it up to a learning experience and adjust expectations for future
Remember, hotel has to be consistent -- if forgotten item return is a big occurrence there, resulting in a lot of s&h, then it's not in their best interest to have a low penalty
Think of it as "shipping & handling" charge.
If you don't like it, chalk it up to a learning experience and adjust expectations for future
Remember, hotel has to be consistent -- if forgotten item return is a big occurrence there, resulting in a lot of s&h, then it's not in their best interest to have a low penalty
#9
Join Date: Jul 2004
Location: Live: IWI; Work: DCA/Everywhere; Play: LAS/SJU/MLE
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Posts: 6,662
Chatwal NY sent a left shirt for free.
OP, I would simply provide the hotel a prepaid shipping label and ask them to ship your item with that label. You can easily generate your own label on DHL or Fedex's websites, and you can void them if the label doesn't end up getting used.
#10
Join Date: Jul 2004
Location: Live: IWI; Work: DCA/Everywhere; Play: LAS/SJU/MLE
Programs: AA EXP, DL PM, Hyatt Glob, Marriott Ambassador/LTP, Nat'l Exec Elite, LEYE Gold
Posts: 6,662
100% hotel discretion.
Think of it as "shipping & handling" charge.
If you don't like it, chalk it up to a learning experience and adjust expectations for future
Remember, hotel has to be consistent -- if forgotten item return is a big occurrence there, resulting in a lot of s&h, then it's not in their best interest to have a low penalty
Think of it as "shipping & handling" charge.
If you don't like it, chalk it up to a learning experience and adjust expectations for future
Remember, hotel has to be consistent -- if forgotten item return is a big occurrence there, resulting in a lot of s&h, then it's not in their best interest to have a low penalty
#13
Join Date: Jul 2001
Programs: Marriott LT Tit; Hyatt Explorist; Hilton CC Gold; IHG CC Plt; Hertz (MR) 5 star
Posts: 5,536
That's been my experience for just about any hotel, from budget to luxury … a handling charge added to cover the hotel's labor cost for shipping your item. I've found many times it's cheaper to abandon and replace the property than have it returned.
#15
Join Date: Jul 2009
Location: IAH
Programs: UA 2MM, Hyatt Diamond, SPG Gold
Posts: 2,157
If a property charges $10 or $20 to sign for and stack a package behind the front desk, don't be surprised at a more substantial charge if they actually have to do something, like prepare an item for shipment.