Hotels Charging Guests for Damaged Items: A Growing Trend?
Less than two months ago, I wrote about a Marriott Aloft hotel that posted a notice in guest rooms warning of a $50 charge for dirty towels that couldn’t be fully cleaned. This sparked discussions about hotels increasingly charging guests for damages or wear and tear that were once considered part of normal operations.
### Makeup Mishap Costs Guest $80.50 for Washcloths
At the Aloft hotel in McAllen, Texas, a guest was reportedly charged $80.50 for using washcloths to remove makeup. The guest shared her experience online, explaining that she had requested extra washcloths during her stay since housekeeping didn’t clean her room. Upon receiving her bill, she noticed an additional charge and contacted the hotel, only to be told it was for seven damaged washcloths, billed at $10 each plus taxes.
The guest requested photo evidence of the damage multiple times but received none. She also struggled to get a response from the hotel manager. With over 620 nights of hotel stays under her belt, she expressed disbelief at being charged for something as minor as washcloths. Considering the hotel saved on housekeeping costs during her stay, one might argue they could have absorbed the expense.
### Nosebleed Incident Costs Guest $461 at Marriott Courtyard Cancun
In another case, a guest at the Marriott Courtyard near Cancun Airport was charged $461 after a nosebleed left stains on the bedding. The guest explained that the nosebleed occurred shortly before checkout, staining the blanket and sheets but not the mattress or pillows. They cleaned up the bathroom and left a $20 tip in the room before departing.
Later, the guest received an invoice detailing the charges: $2,074 MXN for a mattress cover, $3,984 MXN for a king-size sheet, $732 MXN for a top sheet, and $2,642 MXN for a blanket. The total amounted to 9,424 MXN (approximately $461 USD). The guest, who earns less than $40,000 annually, expressed concern about the financial burden, especially since the bedding was unlikely to be brand new. They questioned whether the hotel should charge for the full replacement cost or only the depreciated value.
This was a business trip, and while the guest’s employer deemed them responsible for the charges, one might wonder if the hotel’s response was reasonable. Should hotels absorb some costs for wear and tear, or should guests always be held accountable for damages? Moreover, charging a guest after a medical issue seems contrary to the spirit of hospitality.
### Blood-Stained Towel Leads to $150 Charge and Ban
This trend isn’t limited to Marriott properties. A guest at a Southern California DoubleTree hotel near Disneyland was billed $150 and banned from the property after accidentally getting blood on towels following a leg-shaving mishap. The incident raises further questions about how hotels handle such situations and whether these charges are justified.
### The Bigger Picture: Hospitality or Profit-Driven Policies?
These incidents highlight a growing trend of hotels charging guests for damages that were once considered part of normal wear and tear. While it’s reasonable for hotels to protect their property, some of these charges seem excessive, especially given the bulk purchasing discounts hotels typically receive for linens and towels. Should guests be charged for the full replacement cost of items, or only for their depreciated value? And in cases involving medical issues, shouldn’t hotels prioritize empathy over profit?
This issue seems particularly prevalent among Marriott franchise properties, though it’s not exclusive to them. As hotels increasingly adopt these practices, it raises questions about the balance between maintaining profitability and providing genuine hospitality. After all, isn’t the essence of hospitality about making guests feel cared for, even when accidents happen?
Source: viewfromthewing.com