Breakfast Is Not Included

At my hotel in Hamburg the woman at the desk specified that breakfast was not included in my room rate. I ignored that and asked if I could upgrade to a suite in any case (I hadn’t made the original reservation). She found one and promptly informed me that breakfast was now included.

When she escorted me to the room, she carefully explained that the water in the room was included in the rate. So was the wifi. But accessing the mini bar was an extra charge. A morning newspaper was included.

There was no “scope creep” here! I wonder if we should be equally diligent in informing our clients about what’s included and what isn’t, and also stop offering things for free we should be charging for. Or is the mini bar free in your proposals?

© Alan Weiss 2016


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