Is this hotel chain helping guests or missing out on big fee surcharges?
Skift Take
Loyalty pays, as Kimpton has shown. But so does customer service that goes beyond the basics.
One of the bigger complaints of travelers today is that they're being nickel and dimed for everything along the way from point A to point B.
From ticket surcharges, to food and drink on a flight, to resort fees, to Wi-Fi fees, to the minibar, the extras travelers pay for along the way often define their journey more than what happened there or ho
