Need help from someone who knows the Hotel industry
 

I'm pretty steamed at the moment, because I just received my credit card bill and learned that the Great Wolf Lodge in the Wisconsin Dells charged me a $25 &quot;processing fee&quot; for changing my reservation. <BR><BR>I'm all set to fight this until I'm refunded, as I've never encountered a processing fee for changing a reservation before, and I'm convinved it's just plain WRONG. <BR><BR>Before I begin my fight, though, does anyone have any insight into this practice? Am I just unaware, and this is done routinely by hotels everywhere? As I said, I've never encountered it before.<BR><BR>Thanks in advance!

How was your reservation changed Susan? Did you cancel entirely, change the number of days or just change the dates of your stay? I know during sold out periods where there is heavy demand such as Valentines Day, Super Bowl, Final Four, citywide conventions and the like, you might find yourself charged one night's stay or a fee such as you encountered if you cancel entirely. I've also heard of charging a fee if you reserve for x number of nights but leave prior to the scheduled check out date.<BR><BR>Have you contacted Great Wolf Lodge to see if they would voluntarily remove the fee? That would be my first step.

Olive Oyl is correct about hotels charging for changes when made at certains times or after certain times. For example, most major changes charge some financial penalty if you shorten your stay AFTER you check in. Another charge could occur if you cancel &quot;too late,&quot; according the hotel policy.<BR>What was your change and when did you make it?

I know that when I stay at Hiltons, there is a notice that if I check out earlier than what was reserved, I am subject to a fee.<BR><BR>Over all, I think this hotel is just following the operating procedures that we've accepted from the airlines: fees that in no way reflect the costs.<BR><BR>Unfortunately, this might be a signal of new things to come throughout the travel (I was going to use &quot;hospitality&quot;!) industry.

I will add that this policy of charging a few if you shorten your stay after you have checked in is not new. It's been in existence for at least 2-3 years.

Ooops, forgive the typo above. That should read &quot;charging a fee.&quot;

I don't agree that it neccessarily wrong to charge a fee. Profits at a hotel can be relatively thin, and hotel's can really be in a bind if they've turned away bookings under the assumption reservations will be kept.<BR><BR>That said, it is wrong if they failed to inform you at the time of booking about the fee or if they charge a fee if someone ads a few days. <BR><BR>If you want to fight it, I'd check their website or marketing brochure to see if they make mention of the fee. If not, raise that issue with them.

I think we consumers have only ourselves to blame. More and more travelers have gotten into the habit of booking a couple hotels and waiting till the last minute to cancel whichever one or ones they decide against. Just recently someone on the European board mentioned they loved &quot;spontaneity&quot; so they always book a couple of hotels in various towns for the same night and just cancel the ones they don't want at the last minute. No wonder the hotels must charge something for changes, or be left with vacant rooms at the last minute.<BR>Of course, I realize there are sometimes unavoidable needs to change, but unfortunately like many other things, a few have spoiled it for the rest. This is not unlike the airline situation a few years ago that had reached a point of travelers booking a whole bunch of different flights and then waiting until the last minute to choose which one they'd take -- again causing some current fees and cancellation policies that are hard to swallow.

AS copied from the Great Wolf Lodge's reservation page on their website:<BR><BR>Please read before submitting your request<BR>Deposit of the First nights room and tax in U.S dollars will be charged to your credit card immediately. <BR>You have up to 72 hours prior to arrival to cancel with a $25 cancellation fee. <BR>If you cancel within 72 hours of arrival, the deposit becomes non-refundable and cancellation will forfeit the entire amount. <BR>Check-in begins at 4:00 pm, or as your room becomes available and check-out is at 11:00 am. <BR>You will receive an email confirmation letter and please carefully review your reservation information. <BR>Guests must be 21 years of age or older to reserve or check-in to a room. <BR>Rates are subjected to change pending the completion of successful booking. <BR>Web reservations are Non-Commissionable

Susan, are you still out there? I'm curious what the change was you made and when the change was made. Did it fit with in the guidelines of their policy as stated above?

Thanks for all your replies. I posted early a.m. from work, where it's frowned upon, so haven't been back in to check on replies.<BR><BR>Here are the details: A friend received a special rate, $109/night for a &quot;Family Suite&quot; because he was a past January guest. He arranged to get ten rooms at that rate and invited a bunch of families.<BR><BR>His e:mail said we should call for a res. &quot;no SOONER than x date,&quot; and in my enthusiasm I read it as &quot;no later than&quot; and called too early. They did not have his &quot;deal&quot; in the computer yet, so I booked at the higher rate ($60 more).<BR><BR>Once my mistake was evident I called back to rebook at the lower rate. I never used the word &quot;cancel,&quot; but apparently that's the procedure they used to void the first res. and make the second one.<BR><BR>The date did happen to be Super Bowl Sunday, but I &quot;cancelled&quot; 23 days prior to our stay. Thanks for the info from the web site, Anthony. Strictly going by what they've posted, I should be due a $25 refund. There were no early/late check ins/outs involved.<BR><BR>I'll call them again - I did that before posting this morning and was informed of the &quot;Processing Fee.&quot; I'll give it one more shot, armed with what you've told me.<BR><BR>BTW, in case anyone would like to know, it was a nice hotel to stay in with two kids under 10; the water rides were neither too old nor too young for them. The rooms were also very nice.<BR><BR>Thanks again!

Oh, bother.<BR><BR>I just checked the web site myself (I know; should have done that FIRST!)<BR><BR>The policy on cancellations reads &quot;72 Hours Prior to Arrival Date to Receive Refund (Less $25 processing fee).&quot;<BR><BR>OK, I conceed, I'm out $25. Point well taken about being informed!<BR>

I shy away from any hotel that requires any cancellation other than date of arrival.Like 12Noon or 4pm--most Sheratons--and 6pm for many others.To me its just not worth it to fight the hotels.But sometimes I have no choice.If a hotel say has a 24 hour &quot;cancellation&quot; deadline,they consider any change whatsoever to the reservation to be a cancellation.So if I am staying at the Embassy Suites in Crystal City and I call to move my reservation by a single day,they are going to charge my credit card unless they can &quot;resell&quot; the room for the period I was originally booked.I was not completely cancelling.I was going to stay there.Just at a different date.Then again I was scheduled for the HyattRegency in Houston last week and had to cancel at the last minute.The reservationist said she would &quot;waive&quot; the 24 hour cancellation.I asked her why and she whispered that they were oversold and really needed my room anywayz.