has anyone else been charged resort fee after checking out and travel agent assures in booking that it is included. have had no reply to my e mail from this establishment. they are thieves. thieves thieves. Do not stay here or you will also be robbed by the management. thieves!
Aloha Malcolm S,
My name is Chris Weeks and I am the Director of Guest Services. I am very sorry to hear about your issue with our resort fee. There is a resort fee to be paid by the guest at checkout no matter how the reservation is made. We never include the resort fee in the actually room rate and we do advertise our resort fee on any booking channel and have the resort fee mentioned on the sign in sheet we have our guests sign before handing over the room keys. If you have any questions, feel free to call me at 808-949-0061.
Director of Guest Services
It sounds like the travel agent is the one to blame here. It states clearly on the website that there is a daily resort fee on top of the room charge. No thievery going on there.
I am not an employee of or affiliated in any way with this hotel, rather a resident of Hawai’i who continually hears visitors complain about hidden fees. If the hotel did not charge a resort fee on your invoice and billed you after the fact it is simply a billing error, you’re still obligated to pay the resort fee.
The issue of not including the resort fee is the responsibility of the Travel Agent, NOT the hotel. If you wanted a bottom line price for this hotel ask the agent to provide this information. Travel agents have the option to include or exclude applicable fees and tax, work with your travel agent.
Resort fees are commonplace in most major metropolitan cities and may be taxed at a different rate than the hotel room tax. Hawaii’s tax on goods AND services is (GET) General Excise Tax and varies by city and county, 4-4.5%. This is far different from many states who charge tax on goods, some services may be exempt from tax.
There is also an additional tax, referred to as Transient Accommodation Tax (TAT) of 10.25%. I personally do not know which tax rate is used for resort fees, your invoice should reflect the proper tax.
Whether you vacation in New York, San Francisco or Dallas, resort fees are listed as a line item separate from hotel charges and each city/county typically charge some type of TAT.
For over 20 years I travel 45 weeks a year, ALL hotels notify you of the price of the hotel room, resort fee and other applicable fees at check-in and sign a document that clearly states you understand and are responsible for applicable fees and taxes.
To all who travel to a vacation destination or major metropolitan city, whether you book online or use a travel agent, if you want the bottom line, ask.
Many will book a room rate, as an example $208.00/night not realizing non-negotiable additional fees and taxes are excluded and the “overall rate” can be as much as $40.00-$50.00 a night above the price of the room. If you’re setting a budget for a vacation, know “total all charges per night” in lieu of the room rate to reduce/eliminate the surprise factor.
I would also recommend you refrain from accusing this hotel or other establishments as “thieves “, all are legally bound to adhere to State of Hawai’i tax laws.
We recently stayed and it was not part of the room rate. We paid resort fee plus parking in addition. The cost of these additional fees was higher than listed on the website though by a few dollars.
Try calling them directly and ask them to explain and don’t assume they are thieves. I didn’t have any issues. They are a local family owned establishment so not your usual corporate based entity. They were more than helpful with our bookings and deposits made in advance. And don’t forget Island time
Get an answer from The Equus, an Ascend Hotel staff and past guests.