Playing the media card in a resort fee dispute

When Dennis Kavanagh booked two nights by phone at the Resort at Squaw Creek in Squaw Valley, Calif., the agent quoted him a rate that didn’t include a small surprise: a $16-a-day “resort fee” that covered “free” local calls, a newspaper delivery, in-room coffee and teas, Internet access and use of the health club.

The fee is clearly but not prominently disclosed on the hotel’s site, but for some reason, the hotel reservation agent didn’t say a word about it. That turned out to be a big mistake.
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