Nothing like the surprise of hidden fees
Posted Nov 21, 2016
The hotel was suitable and convenient for meetings I had to attend nearby. The room was nice enough -- although the bed was totally worn out with a huge 'divot' in the middle like a hole that wanted to swallow one up.
I prepaid Expedia for the room and it was non-refundable. However, upon check-out they proceed to tell me I owe an additional 'Resort Charge' --- which according to Expedia "only apply if they are not included in your room rate". How stupid is that. Here is your rate and cost, unless it's not. The effective real room rate ended up being ~25% more than quoted.
The fees for "additional services" included internet access, phone calls, in-room coffee and water. Not one mention of any of this at my check-in, and I didn't need any of it, except perhaps water would have been nice, but my room had no water other than tap water.
When I mentioned this to the deck clerk he said I can take water with me now to make up for it. Uh, yeah, so I can throw in the bin at the airport in 20 minutes when I go through security?
They were indifferent and inflexible. They already had my card on file, so just dinged me for difference. I would never stay at this hotel again. I am also rethinking whether using Expedia is the right option for me anymore. I doubt this type of 'oversight' would happen when one books direct with a hotel.
Comment from Hotel Management
Nov 23, 2016 by Eileen, Hotel Management
Please accept our apologies for the challenges you experienced during your stay with us. Please know this is a rare occurrence and we are dedicated to providing outstanding service to all guests. We hope you’ll give us the chance to restore your trust in us in your future travels.
Peter M. Merrill
General Manager HGV Orlando Resorts