That’s some cleaning charge
Question: I’ve been charged a cleaning fee for a recent resort visit, and something doesn’t seem right. I’m hoping you can help.
I recently booked a few nights at the Grand Caribbean in Orange Beach, Ala., through an affiliate of Orbitz. The rate was just $95 a night, which I thought was a bargain. But imagine my surprise when I saw a much larger amount had been charged to my credit card, even before I’d checked in. I tried to cancel my reservation, but they wouldn’t allow it.
I asked about the higher charge and was told there was a $166 cleaning fee. The online booking form did warn that there would be a cleaning fee, but it did not specify the amount. I assumed it would be less than the nightly rate. Obviously, I was wrong!
The Orbitz affiliate agreed to refund half of the cleaning fee. After our stay, I filed a dispute with my credit card company. They investigated and concluded that the fee was legitimate, pointing out that the fine print on the reservation form did mention additional fees.
I think that’s preposterous. What if the fee had been $10,000 or some other ungodly amount that wiped out my entire account?
– Bart Everson, New Orleans
Answer: You’re right, the fine print should have disclosed the exact amount of the cleaning charge, and the rate you were quoted should have included the mandatory fee. If it didn’t, then you shouldn’t have to pay it.
Should a vacation property be allowed to tack a $166 fee on top of its nightly rate? I agree that the fee is excessive. But I’ve seen these extras in the past, and when they are clearly disclosed as part of the price of the stay — and if you agree to stay — then there’s not much that can be done about them. Fortunately, in your case, there is something that can be done.
Contacting the Orbitz affiliate was a good move on your part. The fact that it immediately agreed to cut the cleaning bill in half was a sign you had a strong case. But I might have been more persistent. Why remove only $83? Why not the whole amount?
I think it was your online agent’s responsibility to quote the full rate for your stay. Fuzzy wording in the fine print about “cleaning fees” isn’t enough. And yes, under the terms of your agreement, you could have been charged $10,000 to clean the room — or buy new furniture, for that matter.
I’ve noticed a lot more surprise surcharges at hotels and vacation properties lately, and I find them as upsetting as you do. Guests assume that everything is included in the price of their stay — at least all of the basics.
But some resorts make the opposite assumption: If they don’t specifically say a service is included, they believe they are allowed to charge for it. Before they know it, unsuspecting guests are broadsided with charges for WiFi and Internet access, fees to use the workout room, energy surcharges, cleaning fees, concierge fees, resort fees, mandatory “tips” – you name it. That kind of attitude will only ensure their guests never return.
I contacted Orbitz on your behalf, and because the cleaning fee wasn’t adequately disclosed, it agreed to refund an additional $83.
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As a travel professional who deals with vacation rental properties often, it is important for the traveler to know the entire cost of the stay, up front, before committing to it. Some resorts, unfortunately, do charge extra for services like mid-week maid service, telephone service, cleaning fees, and others. It’s always important to find out what is included in the rate you’re paying up front, before you hand over credit card information. It’s all to easy to be swayed by the promise of a low per-night or per-week rate. I’m glad to see things got worked out in the end, though!