In yesterday's post, "What People Like About Hotels," I speculated that "travelers seem overwhelmingly disappointed with air travel, but hotels seemingly are still viewed favorably," and gave the results of a survey about hotel positives. Today, travel consumer advocate Christopher Elliott wrote about an increasingly common problem with hotel stays. He called it "folio failure." Most, he noted, are "erroneous charges that . . . are innocent mistakes — a wrong room number, sloppy handwriting or a computer glitch." His advice is to check your bill before you leave so that the error can be corrected on the spot. Here's his advice (with my added comments in italics):
1. Have an alibi - Elliott gave an example of a restaurant/bar bill that had mistakenly been charged to his room. He wasn't in the hotel at the time of the charge and could prove it, so the charge was removed.
2. Say ‘no’ to the minibar key - "Accepting a minibar key, even if you don’t intend to use it, can lead to billing problems later on," he wrote. Further advice, when doing so, ask the front desk agent to note in the record that the key has been declined. He pointed out that "some minibars register a 'sale' any time an item is moved, meaning that if you touch it, you buy it." Many of us touch the mini-bar contents when storing a doggie bag in the little refrigerator. When I remember, I do refuse the minibar key. Now that I've written this, I'll bet I remember more often.
3. Keep your receipts - Retain receipts from meals, taxis and other services outside of the hotel. If you get charged for a room service or hotel restaurant dinner but can prove that you weren't in the hotel at the time, such erroneous charges can be removed more easily (see tip #1). Of course, is you are someone's guest, say, at dinner, you won't have a receipt for that meal, but make a habit to keep receipts when you can to increase your odds of avoiding wrongful charges.
4. Ask first - He pointed out that "so-called 'full service' hotels like to charge you for every little thing." In addition to hotels that charge guests for receiving guests' packages, not uncommon for travelers attending trade shows or conferences, annoying add-ons include telephone fees, Internet connections (WiFi or Ethernet), one bottle of water free upon checkin that is replaced by others that cost, access to on-site gym or swimming pool and parking. In many respects, mid-range motor inns provide the best value. Parking, recreational facilities and Internet access are generally free. I also like hotels like the Kimpton properties and some suite hotels that put on a complimentary wine and cheese in the afternoon. Others offer complimentary quality coffee and tea in the morning. "The solution," Elliott counseled, "is to never assume any service, no matter how small, will be free, and to always ask if there will be a charge."
5. Don’t wait to dispute a charge - "If you see an incorrect charge on your bill, notify a hotel employee immediately," Elliott wrote. With the popularity of so-called "convenient" online checkout, many travelers are in a hurry and push buttons to accept charges without really looking to see what they are. Conversely, when checking out in person and there's a line piling up, many people are reluctant to take the time to look over their bill. Moral of the "folio failure" story is to take an extra moment -- regardless.
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