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June 27, 2003 06:00 AM

Broken: (Might be fixed!) Hotel phone charges

We're already making a difference! Readers of my Good Experience newsletter (sign up by emailing will remember that I wrote a piece recently on Customer Experience and Hotels, talking about exorbitant phone charges at San Francisco's Palace Hotel.
Bryan forwarded the column to the Palace and got back this response:

Thank you for bringing the article regarding the Palace Hotel phone charges to our attention.

Your comments have been forwarded to our Executive Office. We are currently reevaluating our rates and how they differ from other hotels in San Francisco that are members of our comparitive set.

Thank you again for your time in responding and we shall endeavor to adjust rates accordingly.

Looks like we might decrease the phone charges at the Palace.
Keep sending in your pointers, photos, articles, stories!
P.S. Yesterday Scott Kilborn pointed out this New York Times article about travel experiences - most of them broken:
"I said, `I do not really care if you clean the room or not, but I expect that my room rate includes the room being cleaned,' " Mr. Hanson recalled telling the clerk. "It's like if you went to a restaurant for dinner, and they charged extra for sitting in a chair or using a knife."


I've NEVER understood why hotels charge the way they do for phone calls-- especially the "flat rate for the first 30 minutes, per-minute charge afterward" thing that seems to be quite common...

Posted by: codeman38 at November 3, 2003 02:04 AM

DATE: 05/14/2004 02:55:15 AM

Posted by: Alex at May 14, 2004 02:55 AM

Always travel with a cell phone

Posted by: c at January 16, 2005 08:52 PM

I cannot even tell you how many bad expericences I have had with hotels...madening

Posted by: char at January 24, 2005 03:01 PM

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