I recently booked a hotel through Vegas.com. Upon chcek in, I was informed of an additional $14.95 plus tax "resort fee". I was shocked. I called vegas.com to report my upsetness and was told by the phone operator, "Jet", "I'm sorry, sir. There is nothing we can do their fee is reported in the "Terms and Conditions" page which you see after you have chosen the hotel, entered all your address and credit card info, and just before you hit the final booking key."
I complained about the placement of such important information - an additional fee, above the room fee. It would be nice if that info was on the "Price Page, right under the room cost." But, no, it was on the very last page, after you have done everything to book the room.
I asked to speak with Jet's supervisor and spoke with a "Karen". She basically said the same thing with one addition - "sir, once you choose the hotel, there is a note under the hotel name, once you have that says "additional fee at check in, learn more". So I am looking at a page with lots of writing and the price is in big bold 16 font lettering, but the announcement that there is an additional fee at check in is in 10 font, off to the left! Her response to my questioning the positioning of this other "price information" was to tell me, tough luck for me, if I didn't see the side note and then open up the special page that had the information on it.
Why isn't the "Resort Fee" listed in big bold 16 font lettering under the hotel price? Why do I have to go to another page to discover that the additional fee is "$14.95 plus tax?"
Why does vegas.com support such "hiding of info". They have a separate page devoted to telling you there is a $14.95 additional fee at check in. Why not put that info out front with the nightly room fee. I didn't have to go a separate page to see how much the room fee and taxes are. Why do I have to go to a separate page to find out the cost of the "resort fee" that gets paid "upon arrival"?
Why do I want to do business with a company that uses this kind of "mis direction", then justifies it with, "well, you should have looked". How about this - I'll do business with a company where known info is just as plain and bold and highlighted and in the same location as other pertinent buying info.
Vegas.com, take a hike!
Daniel R
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