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WARNING. This is a price-rant. Hotels and hospitality… it’s going ridiculous. Don’t you hate when you’re expecting to pay something… and out of nowhere there (somehow) comes extra costs that you were never aware of? Not even in the small print. Checking into a hotel (in Boston for the week, so if you’re around and fancy a meet up, coffee is on me 😁), rooms paid and they come with – “Will you also like to add incidentals to your card?” – What do you mean “incidentals”? – Oh yeah. Per policy, we need to add a safe deposit to a card for things that could happen. – Things like…? – Incidents… like minibar, restaurant orders to your room, things got broken… – [Being reasonable] Ok. How much would that be? – Only 50% of your room rate… PER NIGHT. It was —besides surprising— extremely annoying. First, there was nowhere in the booking any information on this charge. Second, calling it “incidentals” doesn’t make it better. It’s nonsense, fancy jargon, to say “We will need you to deposit 50% extra of your booking in case something (whatever WE decide) happens“. Third, giving this information when you don’t have anywhere else to go. (If I cancelled, I’d have to pay the no-show penalty). So here’s the thing: Don’t treat your customers in any way close to this. If they’re feisty, you’re in for a losing game. If you have to add things, let them know at the beginning of the conversation. The money conversation WILL happen no matter what. And please, please, please, give them a fixed price. They would love you for that. 🙂 |