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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Cleaning fee-AIBU?

21 replies

Toomuch2019 · 30/05/2021 06:32

Yesterday I received an email from a hotel we are staying in tonight(!) saying there will be an extra £50 added onto our fee for cleaning, completely out of the blue. We are staying for 2 nights in a 2 bed apt in the hotel grounds and due to pay £360 for this on arrival.

There is nothing in our terms and conditions about extra fees that I can see (we booked via booking.com). It's too late to cancel according to their policy and no alternative accommodation I can find anyway.

I think this is extortion-holding us over a barrel when we have no other choice when we had less than 24 hours til arrival from the email.

WIBU to complain about this? DH is worried if we make a fuss that they will find a way to not give us accommodation and we will be stuck.

OP posts:
aibutohavethisusername · 30/05/2021 06:48

This is shocking. Definitely complain.

AgentProvocateur · 30/05/2021 06:54

Are you taking a dog - that’s the only circumstance I can think of when a cleaning fee would be appropriate. And even then, it’s very poor form to dump it on you at the last minute.

NeilBuchananisBanksy · 30/05/2021 06:58

I do t think they can do this. Contact booking.com- they are usually quite helpful and might let you cancel with no penalty.

WeAreTheHeroes · 30/05/2021 06:59

If it's booked via booking.com and not in the Ts and Cs on there anywhere then speak to them.

Wallywobbles · 30/05/2021 07:11

There are newish cleaning requirements for all holiday style accommodation. They are huge to do. Might it be that?

DifficultBloodyWoman · 30/05/2021 07:17

I’d be shocked if this was permitted. Complain. Loudly. Possibly to a newspaper.

Original poster
Toomuch2019 · 30/05/2021 07:22

@AgentProvocateur

Are you taking a dog - that’s the only circumstance I can think of when a cleaning fee would be appropriate. And even then, it’s very poor form to dump it on you at the last minute.
No not taking a dog!
OP posts:
Original poster
Toomuch2019 · 30/05/2021 07:23

Thanks all, good to hear I'm not completely out of my mind saying something!

OP posts:
KitKat1985 · 30/05/2021 07:25

Seems crazy to me. I expect cleaning fees to be covered in the room charge.

Vinto · 30/05/2021 07:26

Is it the only accommodation available/in your location? Obviously you shouldn’t pay it, but I wonder if I’d be complaining post stay if I really had no alternatives and needed to be there.

What a crappy thing to do though. Are they a chain or an independent hotel?

Original poster
Toomuch2019 · 30/05/2021 07:49

@Vinto

Is it the only accommodation available/in your location? Obviously you shouldn’t pay it, but I wonder if I’d be complaining post stay if I really had no alternatives and needed to be there.

What a crappy thing to do though. Are they a chain or an independent hotel?

Yes sadly Vinto. I have emailed to query but I think otherwise will have to pay and complain after. We've got 2 kids 4 and 7 and being stuck with no accommodation wouldn't be good!
OP posts:
rookiemere · 30/05/2021 07:50

Let us know how you get on, I don't think you're allowed to slap on fees like that.

fourminutestosavetheworld · 30/05/2021 07:53

There have been loads of posts recently about spurious fees and price increases to holiday accommodation.

I really think it's greed - due to demand they realise that they could have charged more.

Instead of accepting their original pricing error, they're finding ways of adding on made-up stuff.

aibutohavethisusername · 30/05/2021 08:02

Can you take cash & tell them you didn’t see the email?

AnyOldPrion · 30/05/2021 08:05

@Wallywobbles

There are newish cleaning requirements for all holiday style accommodation. They are huge to do. Might it be that?
Even if there are, it’s not okay to hike an already agreed price. The hotel needs to adjust future quotations to cover it, but they shouldn’t change the terms of an agreed contract at such short notice.
KarmaStar · 30/05/2021 08:10

That is totally unacceptable and has to be an error .
Have you contacted them?is it a chain or private place?do any reviews mention this additional charge?if not perhaps they are trying it on with you?
C.f. They are.
I hope you can get this charge removed up and have a lovely time.🌈

AnyOldPrion · 30/05/2021 08:13

OP, if I were you, I’d make all efforts not to pay it when you arrive. I would argue with the staff and ask to speak to the manager, if necessary.

I’d check the T&Cs before you go, just in case there is a clause they’ve added because of COVID. If there’s no such clause, I’d state we had a contract and they are breaking it. Ask them to show you in the T&Cs where they state there may be extra charges added, assuming there isn’t one.

If there is a clause, then unfortunately you may be stuck with it, in which case you may have no choice but to claim afterwards, but I know I have cousins who almost invariably get their way and reduced prices in everything in the UK, simply because they are willing to complain loudly enough in public.

Hope you have a good time. Those sorts of things leave a real bad taste and might easily mean the difference between you using the hotel again and never considering it because of this. Companies that shaft clients or customers are very short sighted.

Original poster
Toomuch2019 · 30/05/2021 08:15

Thanks all for your responses. Am definitely going to say something. Will update you all later on after check in!

OP posts:
Original poster
Toomuch2019 · 30/05/2021 20:05

Just to let everyone know we challenged it and they backed down straightaway and were very nice about it. Phew!

And accommodation is lovely as well! Thanks all

OP posts:
rookiemere · 31/05/2021 07:10

Good news @Toomuch2019 enjoy your break.

DifficultBloodyWoman · 01/06/2021 06:44

Pleased to hear it! Hope you had a lovely break.

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