Hilton adds automatic fee to 584 hotels and hits back after customer complaints
HILTON said that it was working to add ‘transparent’ automatic fees to its website and app after complaints from customers.
The hotel chain will also work to include these charges on third-party websites that sell or distribute their products.
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This comes as the bipartisan Hotel Fees Transparency Act was passed in the Senate in July, according to Reuters.
The act will aim to reduce the number of hidden fees on booking sites and will introduce federal guidelines for pricing.
This act comes following customer complaints against a string of US booking sites in regard to how fees are displayed online.
Some companies have been accused of engaging in anti-competitive and fraudulent practices through adverts that prevent comparative shopping for reduced rates or deals, according to Reuters.
Marriott introduced its new way to display fees in May which shows the extra fees in the first price that customers see, as previously reported by The US Sun.
The hotel chain, with 31 brands and over 5,700 locations across the US, according to ScrapeHero, previously added fees after a customer had seen the initial lower rate.
A Marriott representative said: “We expect to be the first hospitality company to change its display, leading the industry on this important issue.”
Marriott was also in a legal battle over the hidden fees in Pennsylvania but settled in 2021 following an attempt by the state to take the company to court.
Pennsylvania’s Attorney General, Michelle Henry, in an April 2023 statement said: “What we asked of Marriott, and what the settlement demands, is simple.
“Be upfront with consumers and do not hide fees for hotel stays.”
Airbnb also made changes to its website and app to include all fees upfront.
Customers were previosuly hit with added fees as they attempted to checkout or throughout the booking process, according to CN Traveler.
Airbnb‘s website now has a “display total price” button that will show all prices including extra fees when toggled.
The US Sun has reached out to Hilton for comment.
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