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That’s some cleaning bill!

April 28, 2008

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.

Christopher Elliott is the author of Scammed: How to Save Your Money and Find Better Service in a World of Schemes, Swindles, and Shady Deals. Critics have called it “eye-opening” and “inspiring” — it’ll “grab your attention and won’t let go.” Order your copy now on Amazon, Barnes & Noble or iTunes.

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4 comments

  • Chicky

    Bart, please accept an apology from an Alabama resident. I’m sorry the hotel wasn’t upfront with you to start with, and thought they were justified in charging such an exorbitant rate.

    I’m sending the link to this column to the Alabama Bureau of Tourism and Travel and to the governor’s office, just to let them know this is going on. I don’t know if they can actually do anything, but at least someone will know our hotels are doing this.

  • Mike Foster

    The unit that he stayed in was a condo–unfortunately, they charge a one time cleaning fee, whether you stay one night, three or 7…..

    The figure also was not just a cleaning fee, it was 11% lodging tax, cleaning fee, processing fee and damage fee….unfortunately, when you apply all of these fees to a one night stay, they become exorbitant…

    Sometimes with a third party reseller, all of the add ons don’t get totally disclosed to the buyer….so, as always, buyer beware

  • Chicky

    Condos do indeed charge a cleaning fee. However, every condo I’ve ever stayed in at Orange Beach or Gulf Shores broke down the rate by fees, and included cleaning and parking fees, lodging tax and the rest. If Bart did not receive a complete list of all fees, the renter was not honest with him and he deserved his refund. Renters should never be rewarded for playing a shell game with their rates.

    The folks on the Alabama Gulf Coast are still rebuilding from Ivan (to say nothing of our neighbors in Mississippi who are still recovering from Katrina) and duplicitous renters hurt a tourism industry that still needs tourists. It also reflects poorly on my home state’s way of doing business and that ticks me off.

  • Canadian Agent

    It would have been a wise idea to ask exactly how much the cleaning fee was going to be prior to filling out any form. That way he would have known in advance the exact amount of the cleaning fee and therefore would have avoided any surprise charges on his credit card. It would have been my very first question before I started filling out any type of form. Never assume anything – especially when booking something on your own.

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