During the CIAA tournament in February, the Ritz-Carlton added 15% to drink and food orders in the main lobby. The fee, listed as “CIAA Svc. Chg.,” prompted fans to complain about the charge on social media sites, complaints that led to media coverage. Many viewed the fee as racially motivated, particularly since no similar charges were levied during the NCAA men’s basketball tournament games in Charlotte in March — or for the NASCAR races in May.
“Being upfront with consumers is always the best way to do business,” N.C. Attorney General Roy Cooper said in a prepared statement.
Revised guidelines agreed to by the Ritz-Carlton call for all menus, as well as customers’ checks, to include notice of any additional fees or automatic gratuities. Servers and bartenders will be told to remind customers of any fees or gratuities, too.
The Charlotte Regional Visitors Authority, a financial backer of the tournament, also said the hotel should not have charged an additional fee. In past years, the Ritz-Carlton did not add charges to customers’ bills during the CIAA tournament. The CIAA generates as much as $50 million per year for area hotels, restaurants and bars, according to studies by the visitors authority. Games and various tie-in events, from alumni parties to step shows, bring 100,000 visitors to town each year, the conference and the visitors group say.
Last year, the CIAA and the city tourism agency agreed on terms to keep the tournament here through 2020. As part of the contract, the conference headquarters will move to Charlotte from Virginia, a relocation expected to happen later this year.
Fans have 90 days to claim refunds on the service charge. They must send a copy of the hotel bill or credit card or bank statement to the attorney general’s office. Consumer complaint forms are available online.
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