You get what you pay for, so be prepared to ante up if your travel plans involve anything less than a 4- to 5-star hotel. At least that’s a trend industry watchers are noting as some budget and convenience brands begin testing the waters by unbundling commonplace services and amenities.
Hot on the heels of worldwide airlines that successfully changed the landscape of air travel — adding fees for everything from securing an assigned seat and checking bags to in-flight snacks and early boarding — brands like Tune Hotels and Nomad Hotels are beginning to approach basic services as add-ons (or take-offs, in the case of Nomad).
Tune quotes the lowest available rate and invites guests to add on services and amenities including room cleaning, Internet — even towels. On the other hand, Nomad invites guests to subtract services and amenities from their standard room price.
Does this trend point to the eventual demise of customer service as we know it? Time will tell. In the meantime, it certainly runs counterintuitive to the “customer comes first” model of modern-day commerce. On the other hand, maybe this is exactly what 21st-century customers want.
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