John DiJulius | Customer Experience Blog


Where the Hell is Matt? Hotel charges for bad reviews; Making boring task an Experience
September 9, 2014, 3:00 pm
Filed under: Customer Service

Hotel charges Customers for negative reviews – Charging Customers for negative reviews is one of the shadiest things I have ever seen. Companies bury these “fines” in places that most Customers would rarely see. A hotel in Hudson, New York, called The Union Street Guest House, thought it was a good idea. The hotel charges guests $500 for writing negative reviews online. Their policy for events and wedding parties was posted on their website, however due to the media attention this received, the hotel has removed this policy.  It stated:

 

“There will be a $500 dollar fine that will be deducted from your deposit for every negative review of USGH placed on any internet site by anyone in your party and/or attending your wedding even if you stay here to attend a wedding anywhere in the area and leave us a negative review on any internet site you agree to a $500 fine for each negative review.”

 

Policies galore – Reading all their “policies” must really make potential Customers jump at the chance to make reservations at this hotel. The following are just a few of examples of their policies:

  • “We only honor certain gift cards and at certain times/days of the year. We do not accept gift cards or gift certificates without prior notification. You will be charged up front per a regular reservation and refunded when you present your card or certificate upon arrival.”
  • “We only accept cancellations via email and you must receive a response from us in order for you to have an approved cancellation. ”
  • “There will be a $35 charge for any cancellation (per room).”

 

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