Hotels strive to create memorable experiences for every guest, every time. That means delivering amenities and services that meet our guests’ expectations and evolving tastes; offer real, tangible value; and are transparent. When guests choose a property with a resort or amenities fee, hotels comply with FTC guidance by displaying the resort or amenities fee prior to booking completion. 

Message Track One: Investing in the Guest Experience

The hotel industry delivers on our guests’ expectations, providing amenities and services with real, tangible value. And a majority of guests tell us that they are willing to pay for these extra services and amenities that meet or exceed expectations. 
 
•    Amenities Matter. Consumers have grown to expect first-rate amenities and experiences at hotels—from scooters and car services to fitness classes, private beaches and children’s programs. That’s why AHLA members have made major investments to enhance the guest experience. 

•    Willing to pay. According to a recent poll, a majority of consumers are willing to pay resort or amenities fees if the amenities are worth it. (July 2019 Morning Consult poll: 10% yes, willing to pay; 45% depends on the amenities; 12% depends on the trip; 22% no, not worth it)

•    Bundling. When the costs of amenities are bundled together into a single fee, guests are more inclined to take advantage of the additional amenities. At the same time, by bundling the costs together, hotels can offer a more enhanced guest experience than if each amenity were charged a la carte.

Message Track Two: Consumers Have Choices   

•    Resort fees are not universal. Just one in five Americans (23%) were charged a resort or amenities fee over the past year. (Morning Consult survey, July 2019)

•    Consumers get to choose: Most destinations have a wide variety of accommodation options available. Having all the information ahead of time allows consumers to choose the best property for their situation and their budget.
 
Message Track Three: Committed to Transparency 

When resort or amenities fees are applied, they’re clearly displayed by hotels prior to the end of the booking process, in accordance with guidance issued by the Federal Trade Commission.

•    Hotels follow the FTC’s guidance. Hotels that charge a resort fee routinely follow guidance issued by the Federal Trade Commission in 2012 to ensure transparency. 

• In July 2019, the FTC’s top consumer protection enforcement official spoke to regular hotel compliance with FTC resort fees guidance.
• Of the 23% of consumers who reported paying a resort or amenities fee in the last year, 63% recall learning about the fee prior to completing their reservation. (Morning Consult poll, July 2019)

•    Fee and price transparency. Consumers booking directly with a hotel are provided a breakout of fees, including resort or amenities fees, prior to finalizing the booking. This allows consumers to evaluate whether a property meets their needs and budget. 

•    Consumers prefer to see a full break-out of costs. A majority of consumers (57%) want to see an itemized list of all charges and fees. Only 36% want to see the total price of the room, which is the way that third-party travel sites typically display rates. (Morning Consult survey, July 2019)

•    Collaboration with the FTC: Hotels are committed to delivering a great experience for consumers from when they first begin looking for lodging options to checkout. That’s why our industry has worked with regulatory agencies such as the FTC to ensure hotels are delivering on the expectations of both regulators and the public.

Message Track Four: Online Travel Agencies Fuel Consumer Confusion

Hotels are setting the standard for how resort fees are disclosed to consumers. We invite online travel agencies to follow our lead. 

•    Online travel agencies can and should do better. Third-party travel websites may not always provide the same booking transparency and cost breakouts as hotels, and they may charge additional service fees that undisclosed at time of booking. Our members report that consumer complaints around fees tend to emanate from third-party online travel websites bookings, where additional fees were not disclosed. 

•    Most Americans are unaware that online travel agencies charge service fees. A majority of consumers (54%) did not realize that online travel agencies assess a mandatory service fee for booking through their website in addition to the cost of the hotel room. (Morning Consult, July 2019)