Monday, August 4, 2014

Hotel Charges Extra for Bad Service

"Oh you didn't like your stay here? That'll be another five hundred dollars please."

Yep, you read that title right.

According to, one hotel recently decided to charge guests who post negative reviews online (to sites like Yelp).

Can you imagine the decision making process that went into that? The enraged, middle-aged, pot-bellied owner of that hotel staying up all night, thinking of ways to get back at the people criticizing their business. Burning the midnight oil, they developed a devious plan to charge guests who were displeased with their hotel experience. The magic number they came up with? Five. Hundred. Dollars. In their maniacal stupor, they forgot two important things: one is that all of that rage-fueled effort could have probably been better spent fixing their hotel's terrible service. Two, that their passive aggressive laziness is only going lead to more flack from the internet. Much, much more.

I mean, if a two bit website like this one is commentating on their illogical shortsightedness, imagine how many others are. They're a laughingstock! Of course, in a weird way, this could end up being helpful to their business as everyone will want to stay at the infamous hotel everyone is talking about (Americans are weird like that).

Then again, any potential reverse-psychology-induced popularity will die down when random hundred dollar charges start appearing on guest bills for stuff like "complained about shower temperature" or "didn't like the moldy bagels served during the continental breakfast."

This just goes to show that people hate criticism, and will do something as illogical as charging customers extra for their own business' mistakes so as to keep living in denial. The smart thing for the hotel to do would have been to take the Yelp reviews to heart, improving themselves in the process.

I'm no businessman, but even I know that age old adage, "the customer is always right". Even when it's not true, it's true, because they are the ones paying you, after all. This reminds me of something my Aunt went through recently actually. Her air conditioner broke down, and so she called up the guy who installed it and asked him to take a look at it. He was so flabbergasted and maddened by the implication that he had made a mistake that he used every excuse in the book to try and weasel his way out of making the short drive to her house to examine the system, even going so far as to suggest that it was all my Aunt's fault.

Eventually, he broke down (months later I might add), and examined the AC. Of course, it was broken. Not only did he still have to fix it after all of that, he permanently lost a customer that had paid him nearly ten big ones to install the system.

This hotel is just like that guy. Rather than believe their customers, they choose to pretend they're perfect, whilst assuming that everyone who complains is either too stupid or too fussy for their own good.

Remember folks, you don't know everything. Constructive criticism can be a good thing once in a while. Next time somebody gives you some advice, take it, don't ask them to write you a check for $500 because they insulted your dignity.

1 comment:

  1. How can i make money without putting in any effort? Hidden fees!!!! Thank you America!


About The Author

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Nicholas Garcia (M.A.) is a PhD Candidate at the University of California, Davis. He is also a Co-Founder of the Bulosan Center for Filipino Studies. Previously, he contributed to and the Davis Humanities Institute.