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Additional “eco” charge and ants in the lobby
Best Western Estevan Inn & Suites的点评
点评：Issues:
1) At check out there was an additional 2% eco-friendly charge on the bill. As there was no explanation of this new charge at check in I had no idea what this fee covered nor had I agreed to pay this fee. Yes, there is a disclaimer that additional fees may apply, but this speaks to a lack of transparency and accountability by BW and the hotel property to share this information at time of reservation. The morning front desk could not explain what this fee covered, so when asked to remove the fee, I was told the supervisor would call me once they got to work. I never received a call back from the hotel. I’d checked out, problem solved, right?
2) There were ants crawling all over the coffee station in the lobby. The evening front desk was notified. The 2% eco-cleaning fee should have been used to address this problem.
Summary: Strike 1: I do not appreciate when a hotel includes additional fees that are not shown with the reservation amount. As apparently a regular fee, add to the property info on the BW site at time of reservation. Strike 2: At this property this fee was not explained or highlighted at check-in. Nor was there any visible literature on what makes this property eco-friendly to warrant/cover the additional charge. Strike 3: No follow up from the management with a dissatisfied guest to resolve the issue/provide explanation as I’d requested the charge be removed given the lack of transparency of this charge.
Final thought, this is the first time I’ve encountered a hidden/additional fee at a BW property.
1) At check out there was an additional 2% eco-friendly charge on the bill. As there was no explanation of this new charge at check in I had no idea what this fee covered nor had I agreed to pay this fee. Yes, there is a disclaimer that additional fees may apply, but this speaks to a lack of transparency and accountability by BW and the hotel property to share this information at time of reservation. The morning front desk could not explain what this fee covered, so when asked to remove the fee, I was told the supervisor would call me once they got to work. I never received a call back from the hotel. I’d checked out, problem solved, right?
2) There were ants crawling all over the coffee station in the lobby. The evening front desk was notified. The 2% eco-cleaning fee should have been used to address this problem.
Summary: Strike 1: I do not appreciate when a hotel includes additional fees that are not shown with the reservation amount. As apparently a regular fee, add to the property info on the BW site at time of reservation. Strike 2: At this property this fee was not explained or highlighted at check-in. Nor was there any visible literature on what makes this property eco-friendly to warrant/cover the additional charge. Strike 3: No follow up from the management with a dissatisfied guest to resolve the issue/provide explanation as I’d requested the charge be removed given the lack of transparency of this charge.
Final thought, this is the first time I’ve encountered a hidden/additional fee at a BW property.
翻译：问题：
1) 退房时账单上多出了 2% 的环保费。由于入住时没有解释这项新收费，我不知道这项费用包括什么，也没有同意支付这项费用。是的，有免责声明说可能会收取额外费用，但这说明 BW 和酒店在预订时缺乏透明度和责任感，没有分享这些信息。早上前台无法解释这项费用包括什么，所以当被要求取消这项费用时，我被告知主管上班后会给我打电话。我从未接到酒店的回电。我已经退房了，问题解决了，对吧？
2) 大堂的咖啡站到处都是蚂蚁。晚间前台已收到通知。2% 的环保清洁费应该用来解决这个问题。
总结：违规 1：我不喜欢酒店收取未在预订金额中显示的额外费用。这显然是一项常规费用，请在预订时添加到 BW 网站上的酒店信息中。缺陷 2：这家酒店在办理入住时没有解释或强调这项费用。也没有任何明显的文字说明这家酒店为何如此环保，以保证/弥补额外费用。缺陷 3：管理层没有跟进不满意的客人解决问题/提供解释，因为我已要求取消这项费用，因为这项费用缺乏透明度。
最后想一想，这是我第一次在 BW 酒店遇到隐藏/额外费用。
1) 退房时账单上多出了 2% 的环保费。由于入住时没有解释这项新收费，我不知道这项费用包括什么，也没有同意支付这项费用。是的，有免责声明说可能会收取额外费用，但这说明 BW 和酒店在预订时缺乏透明度和责任感，没有分享这些信息。早上前台无法解释这项费用包括什么，所以当被要求取消这项费用时，我被告知主管上班后会给我打电话。我从未接到酒店的回电。我已经退房了，问题解决了，对吧？
2) 大堂的咖啡站到处都是蚂蚁。晚间前台已收到通知。2% 的环保清洁费应该用来解决这个问题。
总结：违规 1：我不喜欢酒店收取未在预订金额中显示的额外费用。这显然是一项常规费用，请在预订时添加到 BW 网站上的酒店信息中。缺陷 2：这家酒店在办理入住时没有解释或强调这项费用。也没有任何明显的文字说明这家酒店为何如此环保，以保证/弥补额外费用。缺陷 3：管理层没有跟进不满意的客人解决问题/提供解释，因为我已要求取消这项费用，因为这项费用缺乏透明度。
最后想一想，这是我第一次在 BW 酒店遇到隐藏/额外费用。
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