Considering the daunting landscape of junk fees, ghosted reservations and owed remittances, the very act of booking a hotel these days frequently comes with a flashing caveat of “buyer beware.” A proliferation of online travel agencies and digital booking platforms has created a minefield for travelers. For business travelers, the effects of an erroneous hotel booking may mean more than mere inconvenience and could blow up plans for showing up calm at a meeting or presentation. Hotel rates have soared along with demand, while offering less in services, amenities and comforts.
“I was staying at a hotel and got hit with an ‘urban fee,’ ” says Phyllis Stoller, a banker who started a travel company. “It happens a lot.”
Part of the problem may be attributed to the use of online travel agencies (OTAs). These sites offer rapid reservations at competitive rates, but they often come with fees and the potential for less-than-ideal customer assistance if something goes wrong. The reservation might be nonrefundable or difficult to dispute. Additionally, special requests or guest-room needs may not be communicated to the hotel by the OTA.
“And let’s not forget freeze-ups that happen as you press ‘book,’ ” she adds. “You have no idea if the reservation went through and your room is booked.”
For business travelers, leaving lodging to chance and the kindness of desk clerks may not be the optimal path. It may be time to find a travel agent. Agents can offer personalized service, insider smarts and access to deals not available to OTAs. They can also handle issues that arise during a stay—a room change or upgrade due to a substandard accommodation, taking care of hidden nightly fees that cost more than a dinner or a reservation that disappears, and managing a cancellation that checks all the boxes, saving the client time and stress. However, agents’ services come with a fee and the final price could be higher than booking directly or through an OTA. By enrolling in a hotel rewards program like Marriott Bonvoy and finding ways to accrue miles through points transfers and credit-card expenditures, business travelers can protect their reservations and get the best deals with the most flexibility.
“If you’re not in a program, you should be,” says Stoller. “They upgrade you and give you things. They fuss over you even if you are an infrequent user.”
California Governor Gavin Newsom has signed banner legislation banning hidden fees in most travel industries. Hotels and online travel agencies will need to adapt by displaying all-in prices up front.
