Does a surcharge have to be in writing and in the terms?

Answer 1

Ethically and legally, yes. Recently there has been a great deal of media regarding hotel reservation services promoting hotel room rates at a leading price - often in a way so as to make their rates appear better than their equal competitors.

However, deep within the multitudinous pages of the cyberspace booking, - often one of those "click here to confirm you've read and accepted the conditions of your booking" clauses, the true cost of the room is unveiled.

Some hotels have separated the element of a room stay from a guests presumption that they'd be able to park their car, use the pool, gym, local phone calls, etc., as part of their room stay. Yet discover, much to their distress, that the hotel has added an additional fee, masked behind the title of 'Surcharge'. These additional charges can increase the cost of the stay by up to a third!

Some of the renowned seasoned luxury resorts of the world, USA having been a forerunner to this idea, have traditionally added a straight surcharge as an actual convenience to guests. This was to eliminate the need for the guest to constantly leave gratuities for the housekeepers, wait staff, table captains, sommelier, and porters.

Those equally 'seasoned' guests actually prefer this and accept it as part of their stay. But for the nouveau traveller, just now reaching in their lives, the ability to afford such resorts, often aren't aware of these long standing customs or traditions. And understandably it can come as a shock.

There are occasions when 'surcharges' are discreetly applied and no direct written terms regarding the application of a 'surcharge' is published. However, rest assured, such actions most assuredly have substantial teeth when it comes to enforcement.

A simple scenario might be at a Luxury Bangkok hotel. Imagine that you're a guest of the hotel and you've travelled far from your family on business for the week. Over the course of a few nights of seeing the local sights, you decide to invite a local, er, um, guide, to your room to discuss your tourism plans for the following day. Your tour guide stays for a couple of hours, then leaves, arranging to meet you again the following day for your tour of the local temples.

Several days later you go to reception to check out and you find in addition to your room charge, and whatever ancillary charges you may have had, a line that says Surcharge and the amount is: 2500 Baht or £50. You explode, complaining that you didn't agree to any surcharge and you refuse to pay the additional money.

The manager is called and he warmly greets you. After listening to your anger and refusal to pay, the manager gently guides you away from the desk so you may speak in private. Still smiling and with a mélange of regret and innocence, quietly explains to you that he can change the surcharge to reflect several different terms: Key Charge, Room Service, (a plausible alternative), In Room Movies, or even Custom Events.'

You gasp and look incredulous as it doesn't appear that the manager understood you at all and you start all over, this time demanding your refusal to pay.

This time, since the manager recognises the importance of always being subservient to his guests, he bows his head, then begins the next part of his apology: "The hotel registration form you signed when checking in clearly indicates there is an additional charge for other guests who visit your room. Our security tapes show a young lady entering your room at exactly 2323 hours, with you, and your electronic room key confirms the same. Other than once, the door did not open again until 0640, and the hallway security tape shows the young lady, ("perhaps your niece?" he politely adds for your comfort, "leaving the room."

"During the time of the key entry and following morning door opening, there was only one other occasion when the door opened. That was when Room Service delivered morning breakfast at 0520, for two. The hallway security camera shows the room service waiter leaving the room alone. There was no further activity we noted in the room, other than the in-room movies you ordered; one entitled Bangkok Lady Boys, and the other Pretty Pattaya. On both occasions you pressed the 'I accept' button for those films to run. You'll note we discreetly listed those as 'Guest Services' on your bill. But would be pleased to correct that to reflect the actual film order. The invoice will state all the supporting details for your records and enjoyment, should you wish to request the same film on your next visit to Bangkok."

Finally, the manager politely, and still smiling, knowing this was an honest mistake on your part, and your niece perhaps fell asleep in the chair whilst watching the film with you, and lost track of time, asks you for your preference:

"Would you like the invoice to show 'surcharge' or should it be detailed, with the references I just mentioned." The manager sometimes will add "Sir, we often find business travellers who must submit their expenses are required to submit the supporting receipts. So it may be that you prefer the more simple route of having us detail as much explanation as possible on the invoice, rather than your having to take the time to explain. And he'll one more time ask, with grace and aplomb: which is your preference sir?

In situations such as these, one asks "Does a surcharge have to be in writing and in the terms?" No, not really. But the alternative may not be in your best interest.