Checking out of a hotel this morning…
“Did you have anything from the mini-bar, Sir?”
The answer was no.
“How about the coffee pods?”
This time a “yes,” I’d had a couple of them.
“That will be $6.”
From me a surprised, “Oh…”
The pods were not with the other min-bar items, there was no sign. They were right there with the coffee machine, next to the (presumably) free tea.
I asked at reception, and confusion here is understandable, is a common occurrence.
I don’t mind the fact they chose to charge for the pods, that’s a decision that’s neither here nor there. But when you take something that customers have come to expect for free, you better be very clear if you decide to do something different.
The best case scenario, this is a failure of omission. Someone didn’t think about the placement or signage. Nor did it occur to the hotel to do something about it after receiving consistent confused feedback.
Worst case scenario this is clumsy, customer-hostile way of extracting a few extra dollars out of each stay.
This, of course, isn’t about the $6 cost to me, but the significant cost in peoples good faith towards the brand.