Internet access: $12.95 per night
Printing boarding passes: $4.95
Damage to my customer loyalty: Major
I’ve always been angered by Marriott’s fees for Internet access, but to charge me $4.95 to print my boarding passes—that’s the straw that broke the camel’s back.
Many hotels tried charging for boarding passes when online check in was first offered. But customer complaints stopped it in its tracks. Now, Marriott, or at least the management company running this particular Marriott, believes they can get away with it.
I will no longer book at Marriott. The only time you’ll find me staying there is when others in my organization are facilitating a meeting and they choose the hotel.
When you add fees to services that used to be free, make sure you understand the impact on the customer experience.
Update: See how front desk staff responded the next morning in my post, A Night At The Atlanta Marriott Downtown Service Recovery Edition