Phillip Cushman had a little free time during a recent stay at the Buena Vista Palace Hotel & Spa near Disney World. Since the prices looked relatively reasonable, he decided to try a massage. But then, he read the fine print.
The note at the bottom of the price list — “20% Service Charge”! Now, that’s a bit steep, he thought. (Royal Caribbean Cruise Line, for example, charges 18%, and cruise lines aren’t known for their bargain spa prices.) On the other hand, the overall cost wasn’t bad. Plus, he decided having the service charge included would be simpler than figuring how much cash to tip.
Then he read further. The “Service Charge” did not include gratuity. The spa said that should be handled separately. At that point, he gave up and read a book.
The direct quote from the “For your convenience, a 20% service charge will automatically be added to each spa treatment and salon serice (sic) received. A tip or gratuity is not included and may be given to the therapist at your discretion.”
I understand that not all included service charges go directly to the provider, and that a hotel or cruise line spa may take a cut. Hotels that provide room service in fact are particularly likely to add a service fee and a delivery charge. Waiters have told me they don’t get the whole gratuity.
Curiously enough, the woman who gave me a facial on Royal Caribbean told me she got all the included tip. Though, I suppose she might have been being polite.
This case, however, seems particularly egregious. Maybe the service charge helped cover the cost of support staff, but even so, it’s the equivalent to my mind of the now ubiquitous fuel surcharge, which clearly just is now a non-discountable way of padding the bottom line.
If the 20% doesn’t go to the staff, why not just add it to the prices. (Now, I suppose it is possibly something to do with what the hotel pays in taxes, but that doesn’t make it any more honest?)
How many spa patrons simply see the 20% percent service charge, assume a tip is covered and leave nothing?
Unbundling has become big in the travel industry as a way to increase the final bill with surcharges for just about anything suppliers can imagine. When travelers are charged for the gym, Internet, checked baggage or indeed anything optional, at least they are receiving some service.
But mandatory service fees for no service aren’t for “your” convenience. They’re another money grab.
What do you think, Consumer Traveler readers? Do you have any other tales of greed to share? If so, please add them in comments.
