Guest User
June 13, 2024
My 76 year old mum took my niece for a three night stay as a treat in April. They had some light meals and drinks served to them in the hotel bar on three occasions. When mum checked-out she was horrified to see £148 service charges added to her £240 food and drink purchases - over 60%! My mum is a polite, compliant pensioner and she paid the fees. She was embarrassed to tell us, but when she did l queried them with the hotel to be told that they were 'discretionary' as detailed in their T&C's, and that this is 'normal in hospitality'. Mum says she was never made aware that the fees were optional. The receptionist and manager that l spoke to were both very embarrassed when l asked for an explanation, so l suspect that even the team are uncomfortable with this practice. The £148 is being refunded, but the bitter taste in the mouth remains...