I checked into a Hyatt Regency property late on recent evening. Three’s a store in the lobby, and it had just closed. I asked at check-in whether there was anywhere else I might get water.
The agent checking me in just told me to take the bottles in the room, they have a price tag on them but they don’t charge Diamond members.
I thought that was nice — I remember three years ago at an event in Denver Gold Passport’s Jeff Zidell mentioning to me they were looking at making bottled water a Diamond benefit. It’s a small item, but you get into a hotel and it’s nice to have that by your bedside at a non-extortionate price.
As these things go, though, I took one of the two bottles and the charge did show up on my hotel folio. (It wasn’t there at checkout but must have been added later, and was included in the folio accessible from my Hyatt Gold Passport account.)
Hotels never seem to leave off charges from my bill. Mistakes always seem to be in the hotel’s favor.
If $3 items were equally likely left off as on I’d probably decide they balance out and not worry about it. If there are charges left off, at least material charges I’ll notice, I will say something to the hotel. So I feel like I should say something when I notice charges that shouldn’t be there.
And though I don’t have an individual incentive to spend time worth more than the charge, I take a sort of Kantian approach* — if we generalized that, and everyone ignored small charges, it would create a very strong incentive for hotels to purposely tack on charges like that, small enough that no one bothers, but at $3++ per room night actually meaningful. All guests would be worse off.
So at some level I figure I have a moral imperative to say something.
Do you bother looking for small mistake charges, and following up to have them removed?
(* for any philosophy PhDs amongst my readers, I am using the term loosely.)
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