I think it should be tiered. If all you need is Internet, then, it's free. If you need to dip into the IT team for troubleshooting, like the Four Seasons guy explains, then fine, charge me. Because otherwise, his explanation is telling me that unless I wind up using the IT team for troubleshooting purposes, I'm basically paying for a service that I can get for free at a budget chain down the street.

And yes, I agree with your statement that these upscale hotels probably figure that an additional $10 doesn't mean much to their customers anyway. Either $10 is a drop in the bucket to you or you're a business traveler who will wind up expensing the charge anyway. Either way, it's a little under-handed.