A prominent consumer rights organisation, FACUA, has filed a formal complaint against a well-known Ibiza restaurant for charging customers 12€ for a handbag hook, sparking controversy on social media platforms.
The incident came to light when a diner shared her experience on X (formerly Twitter), stating: "The waitress kindly offered to place our bags on a small hook. We declined, but after her insistence, we accepted. Our surprise came when checking the bill..." The total bill for three people, including wine and a shared dessert, amounted to 126.40€, with the additional hook charge initially included.
The restaurant has defended its practices through social media, explaining: "Those who know us understand we always try to surprise guests with thoughtful details to enhance their experience: from providing water for dogs to offering mobile chargers or summer fans... we've even designed a hook to keep your bag handy and visible." They expressed disappointment over how "incomplete information can damage a local business's reputation."
FACUA has reported the establishment to the Balearic Islands' General Directorate of Benefits, Pharmacy and Consumption, citing violations of consumer protection laws. The organisation argues that the practice breaches several articles of Royal Decree 1/2007 on Consumer Protection, particularly regarding undisclosed charges for accessory services.
Following the customer's objection, the restaurant removed the charge and issued a new bill. The establishment maintains they've never forced payment for the hook when customers express disagreement, though FACUA contends the practice remains problematic as customers aren't informed about the cost beforehand.
The consumer rights group specifically references Articles 8, 20, 82, and 89 of the Consumer Protection decree, which classify as abusive any "price increases for accessory services, financing, deferrals, surcharges, compensation or penalties that do not correspond to additional services that can be accepted or rejected in each case, expressed with due clarity or separation."