Pan Pacific Seattle

I would like to provide the hotel readers an honest review and coming from a current five star hotel General Manager for one of the largest hotel management companies worldwide. While the rooms and hotel facilities (which I did not use) are extremely well appointed, comfortable and well looked, not to mention the ideal location of the hotel which is within walking distance to all Seattle has to offer, my departure experience was a dreadfully eye opening experience. While my room rate was confirmed to be inclusive of applicable taxes and which was stated to also include ‘Free-Wi-Fi’, during my check-out, I was informed by the receptionist that I had an outstanding balance (considering that my booking was pre-paid and where I had not consumed any additional services) which was attributed to an ‘Amenities Tax Fee’ and which was applied to my bill to cover the following items: Internet Access, Fitness Centre, to name a few. This, to say the least, was highly confusing as the manner in which was explained to me, considering I am very much in the industry, was un-heard off. During the check-out process I must admit I decided to pull-up my reservation and to carefully comb through the fine print and which I did find that the hotel charges a ‘Resort Fee’ which covers the following items: Housekeeping, Internet Access, Fitness Centre, Phone Calls, to name few. Wow. Let’s start with the internet. While my booking stated ‘Free-Wi-Fi’, the fine states that the access to the actual internet is billed as part of this resort. Therefore, the hotel provides ‘Free-Wi’ access, but not the actual internet experience? This is not only confusing but deceitful and it seems very apparent that the words chosen in the fine print are carefully orchestrated and which appears to indicate the extent at which the property conceals the fee in question. As an analogy, technically speaking, I have complimentary access to the infamous Seattle Space Needle! But that just means, I have the freedom to walk to the Space Needle, admire it, perhaps even take a photograph, but actual entrance to go up to the Space Needle is chargeable. In a way, we all have complimentary to everything! I am sure the readers and hopefully the management will understand my point and how ridiculous this is. Further, let’s address Housekeeping. Now, I have worked in the industry for many, many years and I have yet to experience a reputable, international hotel that charges an additional fee for housekeeping. With regards to the Fitness Centre, is charging guests an amenities fee to use their Fitness Centre? Keeping in mind that the jacuzzi in the facility was out service and where there is no information on their website considering this out of service status due to an apparent renovation? Needless to say, I am extremely disappointed. And yes, while my stay was both comfortable and restful, leaving the hotel was very much an infuriating experience and where I do hope to hear an honest and personalized response to this review. I have stayed in Pan Pacific before, namely Pan Pacific Singapore. I have never experienced anything like this before and I do hope that something is done to either clarify it or to rectify it.