"The view is great but the experience is the worst I’ve had so far… As a long-time customer of the Hilton group, I am very surprised with the “Urban Destination Charge” that was unilaterally imposed on me during my recent stay at the Motto by Hilton New York City Chelsea in June 2024. I find this charge to be highly problematic for several reasons.
First and foremost, there was a complete lack of transparency and consent regarding this mandatory charge. During the booking and check-in process, there was no clear disclosure or opt-in option for this fee. In fact, I explicitly stated that I did not require or desire the listed amenities, yet the hotel still chose to force this charge upon me without my agreement. Furthermore, during my communication with the hotel staff, I was explicitly told that this charge would be waived. However, I subsequently discovered that the charge was still applied to my bill, despite the assurances from the hotel staff.
This lack of disclosure and the hotel’s failure to honor the promised waiver is particularly troubling. As a customer, I should have the right to choose whether or not I wish to pay for additional services, especially when they are not essential to my stay. By unilaterally applying this charge, despite the staff’s agreement to waive it, the hotel has demonstrated a complete disregard for my preferences and an intention to maximize revenue at the expense of customer satisfaction.
Secondly, many of the included benefits, such as the"
