Striking hotel workers urge Congress to address resort fees

DOZENS OF STRIKING hotel workers arrived in Washington on Sept. 23 to meet with Congress members, urging action against hotel resort fees. More than 4,000 workers are striking at Hilton, Hyatt and Marriott hotels in Honolulu, San Diego and San Francisco, vowing to continue until new contracts are secured.

Many of the workers traveled from these strike-affected cities, according to UNITE HERE, the union representing hotel, casino and airport workers across the U.S. and Canada.

The union is lobbying against legislation backed by hotel corporations that would limit states’ ability to regulate resort fees. Hotel workers argue that resort fees, along with COVID-era service and staffing cuts, undermine the hospitality that guests expect. The workers' visit included a briefing for congressional staff, hosted by Sen. Bernie Sanders.

“We’re here because guests and workers share a common goal – we want hotels to reverse COVID-era cuts, protect guests from resort fees, and refocus on providing the best possible hospitality,” said Gwen Mills, UNITE HERE’s president.

Despite hotel room rates reaching record highs and the U.S. hotel industry earning more than $100 billion in gross operating profit in 2022, workers report that wages are insufficient to support their families, often requiring them to work multiple jobs. Meanwhile, staffing per occupied room was down 13 percent from 2019 to 2022.

The union claims that many hotels used the pandemic to cut staffing and services like daily housekeeping and room service, leading to job losses and increased workloads for remaining staff.

“I love my job, but dealing with frustrated guests over resort fees is a challenge,” said Briana Canencia, a server at the Waikiki Beach Marriott. “We want guests to stay with us, but those extra fees cause a lot of frustration.”

Leading up to the strikes, workers have called on hotels to "respect our work" and "respect our guests," launching websites to educate guests on deceptive practices like resort fees and the devaluation of loyalty programs.

“We’ve been fighting staffing and service cuts since the pandemic,” said Violeta Reyes, a House Attendant at the Westin Seattle. “Between those cuts and extra fees, hotels are treating both workers and guests unfairly. That’s why we’re here in D.C.”

On Sept. 24, around 2,000 workers went on strike at the Hilton Hawaiian Village, the largest Hilton hotel and the biggest in Hawaii. Striking workers include housekeepers, front desk agents, cooks, and more.

“I’m on strike because, despite record profits, I work three jobs to support my family,” said Aileen Bautista, a housekeeper at Hilton Hawaiian Village. “We’re committed to negotiating, but hotel management doesn’t seem to understand.”

The union is urging guests to avoid staying at hotels on strike, which may suspend services and operate with skeleton staffing. During previous strikes, guests faced disruptions like unavailable housekeeping, piled linens, closed restaurants, and reduced pool hours. Guests are encouraged to consult the union’s Labor Dispute Map at FairHotel.org for alternatives.

After months of contract negotiations, more than 10,000 hotel workers went on strike during Labor Day weekend, with many engaging in limited duration strikes. More strikes have followed, with unresolved issues in all cities. Additional strikes could be authorized at hotels in Baltimore, Boston, Honolulu, Kauai, New Haven, Oakland, Sacramento, San Francisco, San Jose, San Mateo County, and Seattle.

“My workload is exhausting, and I’m stretched thin,” said Jason Viveiros, a front desk agent at Hilton Hawaiian Village. “With a baby on the way, a reasonable workload would allow me to take care of my family and not be completely depleted every day.”