Question of the Day - 15 January 2009

As we reported the last time we addressed this topic via QoD (6/16/2007), these surcharges and add-ons have been the subject of some controversy for a few years now:

"Back in 2004, there was something of a scandal in the hotel industry, with a number of major chains, including Hilton, Wyndham, and Starwood facing class-action lawsuits alleging that extra fees added to their room charges were unfair, since customers had not been informed of them prior to checking in. Station Casinos here in Las Vegas was also involved and agreed to a settlement of between $2.50 and $3 per guest in coupons for 940,000 former guests who'd stayed there between April 1, 2001 and April 4, 2004 and had been hit with $1-a-day telephone charges (regardless of whether the phone had been used or not) and a $3.50-a-day energy surcharge."

Fast forward to 2009 and we regret to inform you that far from being a thing of the past, these resort fees are evidently becoming more common –- and expensive. The hotel (or third-party agent that you book through) must inform you of these prior to you paying for the reservation, but it might be hidden in the small print, so make sure you read it if you’re booking online or ask about any additional fees if you’re making a reservation over the phone.

One of the things that amuses us most about these fees is the PR-speak that’s employed to describe them. For example, we visited Green Valley Ranch’s reservation page and clicked on the details for the "resort amenity fee" ($24.99 per night, plus tax, no less) which, it informed us, was to cover the following:

• Complimentary Wired and Wireless High Speed In-Room Internet
• Free and Unlimited Local and 800 calls
• Daily Local Newspaper
• Fitness Center access
• Complimentary Shoe Shine Service
• Complimentary Airport Shuttle Service

Hmm. Are we missing something or has the meaning of "complimentary" changed since we last looked? We were under the impression that if something’s complimentary, you don’t have to pay for it. And what if you don’t want to take advantage of the "free" local calls? Or the "complimentary" shoe-shine service? Too bad. (We’d suggest getting your money’s worth and bringing all your shoes, but then you’d probably end up incurring an excess-baggage fee or carry-on charge from the airline.)

Anyhow, we made some calls to a number of properties to check the lay of the land fee-wise, and here’s what we found:

• Bellagio: Just as when we checked in ’07, there’s no resort fee, but the property still charges $25 a day for use of the spa/fitness center. (If you order a treatment, that charge will be waived.)
• Caesars Palace: No resort fee, but a $100 per day deposit is required (on a credit card) or $200 cash deposit (flat rate) upon check-in, which will be returned if you don't watch any movies, order room service, hit the mini-bar, etc.
• Gold Coast: $3/day fee, which includes access to the fitness center, shuttle service, in-room coffee, and toll-free calls.
• Green Valley Ranch: This fee’s increased from $19.99/day to $24.99/day, which includes those services listed above, plus, we were informed when we called, twice-daily maid service, a buffet line pass, and up to 10 pages of photocopies or faxes.
• Fiesta Henderson: $7.95/day fee includes local and 800 calls, daily newspaper, Internet access, parking, pool/spa/fitness center access, line pass to the buffet, discount at the gift shop, and up to 10 pages of copies or faxes.
• Hard Rock: $7/day fee includes in-room safe, parking, minibar (but not its contents), bath products, and a plasma TV.
• Harrah’s: Same terms as Caesars Palace.
• Loews Lake Las Vegas: $22/day, which includes Internet access, parking, access to the fitness center, and shuttle service.
• Orleans: $5/

We happened to run into some Station Casinos personnel at a media event last night and were informed that, on the strenght of this QoD, some changes had been put into immediate effect... No, unfortunately they have not dropped the resort fees, but they have updated their website information so that it no longer declares that the phone calls, newspapers, shoe-shine service etc. are "free" or "complimentary." 01/15/2009 Aha!

• "I recently stayed at the Luxor on a Priceline Bid. Since Priceline requires payment up front I was surprised to see fees on the checkout slip. I disputed them since I had prepaid and they were removed."

• "Dear LVA staff, Thank you for the QOD regarding hotel resort fees which was very informative. I made a room reservation at the Four Queens for $37 per night and they did not mention any additional fees. Before my stay I read on a website that they charge a $3 parking fee for hotel guests. This fact was confirmed by the hotel manager. The only way to waive this fee is if you have signed up for a players card prior to your arrival! Very disappointing. If casinos start to charge hotel guests for parking, what will come next? Maybe you can add this fact to your original QOD? Thanks again!" [Ed: Consider it done!]
• "Re: the add-on resort fees. Just received an offer from the Luxor that had a resort fee in the fine print of $5 per day. That is in addition to the 9% tax. The room rates started at $47 (which doesn't sound like a bad deal)."

And it keeps coming:

• "I refer to the resort/amenity fees as "hidden fees". Stayed at Bally's last year and was hit with a $3 per day fee for use of the in-room safe. My son was hit for the same at the Hilton. Was NOT told about this fee, or any other fees, at check-in and did not see any mention of it on the confirmed bill when booked. Am planning a trip back to Vegas in June and am looking at TI as this is my usual property to stay at and was not charged for in-room safe. Plan to ask questions when looking for a place to stay this time around. All hotel websites should post this information front and center so when you look for a property you know what you are going to get or not get. Post more on this subject frequently."
• "I got hit with a room charge fee on a comped room at Sam's Town. That's was the last time I was there and never will return.

• "Are those resort fees subject to hotel tax? As bad as $24.99 a night sounds, it would REALLY be $27.24 if subject to the 9% tax." [Ed: Yup, as the person below can confirm, the fee is also subject to tax. Nice.]

And more:

• "Checked out of the Red Rock an hour ago. $49/night room with $27.24 Resort Fee. Was not told about Resort fee by reservation agent or at check in. No notice in room re: what 'benefits' were to be received. Internet usage appeared to involve additional charge. Mild complaint did not waive fee. I plan to pursue additional remedy, but left bad taste to otherwise great stay."

• "Just to let you guys know, Excalibur just raised their rates from 1 dollar per day phone charge to a 5 dollar-a-day resort fee. It is posted on the MGM-Mirage Vacations website." [Ed: Thanks for this. We checked it out and here's all the "free" stuff you get for that $5: Free access to the fitness center; free local and 800-number calls; domestic long distance phone call rates of $0.10 per minute; two free drinks (well drinks, draft beer, or a $5 credit toward any other beverage) per room per stay; and two free Fantasy Faire midway games per room per stay.]

• "Based on your answer on the QOTD for 1/15 on the 'resort fees,' perhaps you should include comments you receive on this in your daily blog. "I for one was flabbergasted. I am Harrah's Diamond, so this issue has never come to my attention with the exception of a couple of resorts in other areas of the