Madness in a recession...

It came to my notice this week that a certain UK 5 star property has started to try and levy a surcharge of 5% of the bill to its guests on paying their bills using a credit card.

This is nothing short of madness and really raised the heckles of this guest a seasoned traveller who whilst being a partner of a global firm of accountants and a frequent visitor to these shores and supporter of the hospitality industry was both bemused and outraged at this practice.

They refused to be fleeced by this surcharge and demanded to see the GM ( they were promptly told the GM was away on holiday).

Following an even more heated discussion the receptionist eventually capitulated and waived this hidden charge. Why try it on in the first place?

This guest had not been warned the use of the credit card would incur this charge. All this practice like the budget airlines of levying this extra charge to use the credit card achieved was the guest’s wrath and desire to now never return to the property and also question the properties standing as a five star establishment.

So much so they are now writing to the awarding authority to question this. More worrying is the fact this episode has left the customer with a bad and tainted experience of the property. In these hard times surely a less inflammatory approach to the guest should and could be used?