Top Hotel CEOs Say the Industry Won’t Copy Airlines With Fee Frenzy

Airline fees may be the bane of many travelers, but other sectors of the travel industry look with envy at this easy source of revenue. But will they be as successful getting consumers to hand over more money?

We released our second e-book this month about the Future of the Guest Experience — an unprecedented collection of 28 interviews with the CEOs of virtually all of the world’s top hotel groups including 11 global brands, 13 luxury and lifestyle brands, and four hotel marketing organizations.

By collecting their thoughts on a similar set of topics–from technology and marketing to fees and training–we have tackled the hospitality’s most pressing topics from every angle and gained a glimpse at what the future of hospitality will truly look like.

Below are quotes from the e-book which address travelers’ concerns about an increase in hotel fees.

Arne Sorenson, Marriott International

There is no way that we’re headed towards the airline model. We’re not going to charge people for bringing a bag into their guest room or using the bathroom.

David Berg, Carlson Resider Hotel Group

I think that they are problematic when it comes to guest experience. There is a reason that the airline industry gets the kind of guest satisfaction scores they get and I think that it’s a shame if we start seeing the hotel industry start embark on the same types of experiences. But I don’t see that taking place in our industry.

Stephen Holmes, Wyndham Worldwide

What do I think of an increase in fees? I’m not a big fan of it. I think you should get quoted a price and that’s the price that you’re going to pay. Obviously, there are taxes but, for the hotel itself, I’d like for them to charge a fair price and include everything other than the major items like meals or laundry. These fee trends have an ebb and flow to them.

Niki Leondakis, Commune Hotels and Resorts

I’m not sure there’s an increase in fees, although there might be more awareness and fees are shifting into different areas. In an ideal world, our guests would pay a daily rate that would cover all that the hotel has to offer other than minibars or food and beverage outlets. One size just doesn’t fit all. I don’t think you can really sum up what an urban boutique hotel should be doing versus a beach resort.

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