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Can They Do That?
ChrisCrossings · January 3, 2002

Q: In October we spent a night at a hotel in Methuen, Mass., while on our way to Boston. The bill was in the amount of $75.64 and was fully paid on the morning of our departure.

Much to our surprise, when we received our monthly Visa statement a few days ago we discovered that we had been charged $183. While we assumed it was an error we contacted Visa and were told that perhaps the discrepancy was due to damages or extra charges. It agreed to contact the inn and obtain an explanation. By the way, we neither made any damages nor charged any extras.

We also contacted the inn and are waiting to receive their position. Since we never read the fine print, assuming the increased charge is due to so-called damages, can hotels charge guests for such items without even informing them in advance and without making any claim? What happens when a guest claims to being ripped off?

-- Henry Keyserlingk

A: Yes, your hotel may charge your credit card without first notifying you. It happens all the time.

When you make a reservation at a hotel, you're normally asked for a credit card number to "guarantee" your reservation. Your credit card may be charged at any time afterwards. For example, some hotels will charge the equivalent of your first night's stay as your arrival date approaches. Most properties, however, wait until you check in before billing you.

And after you leave? It's less common, but it's not unheard of.

The most common example of a credit card being billed after you check out is if a guest had incidental charges that weren't known at the time of departure. For example, there could have been a room service charge or phone charges that were missed at checkout. In other words, if a hotel discovers that you helped yourself to the minibar without admitting to it when you settled up, then expect an additional fee on your credit card statement.

A less common post-visit charge may come if you damaged the room. However, most reputable hotels will notify you before they make that kind of remunerative charge. At the Hilton hotel chain, for instance, a guest who destroys hotel property will be told that there are additional charges as soon as the damage is discovered. A manager will either talk with the guest before checkout or find the traveler afterward to inform him or her of the additional costs. Nothing is left to surprise.

If you called the hotel to inquire about the mysterious charge, it should have been able to tell you what it was for right away. I think the property's "we'll get back to you" approach is disingenuous and suggests that it may be stalling until your credit card bill is paid. You're very smart to get your credit card company's dispute resolution department involved immediately. It won't tolerate that kind of behavior. Neither should you.

I've got several ideas about what happened that are less conspiratorial. The hotel might have inadvertently charged you for an extra night. It's also possible that your credit card company made an error on its end and printed an inaccurate statement. Either way, I think this problem is likely to be resolved soon, and to your advantage.

But your question serves as a cautionary tale to other hotel guests. There's no place in the travel industry where reading the fine print is more important than at a hotel. Don't thoughtlessly sign a credit card bill when you check out, even if you're sure you know the amount. And always notify your credit card company when there's a suspicious charge.

Christopher Elliott's column appears on weekly on Ticked.com. All e-mailed questions to ChrisCrossings become property of Ticked.com and may be edited, condensed or republished at the site's discretion. You may reach Elliott at chris@ticked.com. Or visit his home page at http://www.elliott.org.