Massive Reservation Overcharge - Compensation?

[ociana]

First time poster, long time lurker (years!).

Normally I find all the advice I need here by reading and searching, but I now have a predicament that I would love guidance on. I made a reservation for the Dolphin last week for a stay in October. According to my reservation, a $582 dollar deposit was supposed to charge and the total cost is $1170. Today I go online to check my credit card statement and find a MAXED OUT card - with a charge for $6587.25 from the Dolphin on it.

After I picked myself up off the floor, I reread my reservation email a few thousand times and then called to find out what happened. The guy I spoke with found the charge and agreed it was an overcharge. He said that accounting isn't open until Monday so that's the earliest that it can be refunded. He said that the manager is out until tomorrow and that the manager will call me tomorrow right away to discuss the issue. My question to all of you is....what kind of compensation for this is appropriate for me to request? I understand it is an error, so I am not looking to get my whole stay comped or anything, but I would like some level of "whoopsie, we messed up" apology. I have no experience with this sort of thing so I greatly appreciate your feedback on how to handle my call with Philip the manager tomorrow.


Thank you all in advance for your help. These boards are phenomenal and I am in awe of the community spirit I find here. I have learned so much over the years. You guys got me through three very cheap Disneyland trips and are now helping me prepare for my very first jaunt to Disneyworld!

 

[vicki_c]

I don't think they owe you anything but the refund, unless it truly damaged you in some way. For example, if they caused your credit card to go over the limit - I would ask them to pay any penalties for that. But if not, I would be happy with them correcting the error.

 

[Tonka's Skipper]

IMO...I really don't see anything else more then flowers in your room or maybe a dinner.

But if your Credit card charges you anything.......you are of course intitled to a reimbusment and a letter from Disney to the credit card explaining it was thier fault.

Seems it was a honest error.....to be corrected fast.

This compensation thing is really getting out of hand. Not just With Dsiney but the whole country..

I Hope you have a great vacation

AKK

 

[Mike&AllisMom]

I don't think they owe you anything but the refund, unless it truly damaged you in some way. For example, if they caused your credit card to go over the limit - I would ask them to pay any penalties for that. But if not, I would be happy with them correcting the error.

I agree with this. I would be very nice about it and maybe they will upgrade you or something, but I wouldn't ask for anything unless they caused you to have extra charges for over the limit fees. They didn't do anything to ruin your vacation, maybe gave you a little heart failure though I find that killing people with kindness (especially when it's their mistake) can cause them to want to give you something "extra".

 

[MPLsDad]

Ask yourself this: What kind of compensation are you looking for? What have you lost that they need to replace? Once they correct the error that they acknowledged was their fault, will you have incurred any extra cost? Would you be happy with just an apology? What if you don't get offered anything? What if you request something and they don't give it to you?

I love the Dolphin and I hope you will too. I wouldn't want you to have hard feelings or start your vacation in a negative way because you didn't get anything more than an apology for the mistake. Chances are, they'll offer something, I just hope it's enough to make you whole again. Enjoy your trip to WDW!

 

[LexiC123]

I agree with Vicki_C...if their error caused you to incur any penalties, then - by all means - they should cover those amounts.

If the charges are reversed before your statement end date, then they've corrected their error and owe you nothing.

Still, in keeping with the excellent customer that I've experienced on prior trips, I wouldn't be surprised if they did do something for you, as a token of apology. But I certainly wouldn't feel entitled to compensation for something that was obviously an honest mistake.

 

[POOHsie]

I don't think they owe you anything but the refund, unless it truly damaged you in some way. For example, if they caused your credit card to go over the limit - I would ask them to pay any penalties for that. But if not, I would be happy with them correcting the error.

I agree. Humans make mistakes. If they caused damages, that needs to be rectified immediately -- financially and with a written letter of explanation and apology. I, too, would be happy for the correction and an apology.

 

[DCDisney]

The Dolphin tends to be pretty easy on upgrades so as nicely a possible I think I'd probably suggest that I would appreciate being considered for an upgrade due to the stressful situation. I'm sure if they can they will and if they can't perhaps they'll find some other pixie dust to make your stay more magical so you forget about the stress

 

[Allison]

I don't think any compensation is called for. The mistake should be taken care of efficiently and professionally and that is it.

 

[pwdebbie]

Call your credit card company and let them know that you did not authorize that charge to your card. I've had to do that twice when charges were made (albeit erroneously) by a school for tuition. This lets them know that you are contesting the charge to the credit card.

As for compensation, I wouldn't expect anything more than for them to cover any fees you had to pay. Anything beyond that is an act of goodwill, but not something you are entitled to receive. If you do get something more, I'm sure you'll be thrilled!

 

[ociana]

Thanks for the feedback all. I think you are spot on about an apology being sufficient if I did not have any other financial impact. It did, unfortunately, put me over my cc card limit so I get the joy of sorting out those fees. We shall see how quickly the dust settles. I will let you know.

 

[DebbieB]

I would file a dispute with your credit card immediately. They should waive the fees.

 

[SteveMouse]

actually, you may not want to contest quite yet- you don't want to have the reservation cancelled.

 

[Sue M]

I would phone the credit card company to explain what happened, and that the hotel is going to adjust the charges. I would expect the hotel to compensate for any admin. charges from the credit card company incurred by their mistake. And of course an apology!
Let us know how it turned out.

 

[toodycat]

Before I worried about compensation, I would contact my credit card company and explain the situation. Your credit rating is most important. Then, I would email the resort's general manager and put in writing everything you just told us. Enumerate the fees and tell her/him you expect to be reimbursed for them and that you want need written documentation of the screw-up in case this causes any additional, unforeseen inconvenience. Close by thanking the manager for his/her assistance and saying how much you are looking forward your stay. That should cover your fees and credit rating and get the manager's attention. If that gets you flowers or a bottle of wine, all the better.

 

[Polydweller]

I wouldn't actually worry about any part of it. The hotel will correct the issue and inform the credit card of the hotel's error. Since it is not you having incurred the charge you are not responsible for any fees resulting from the transaction. The overcharge and fees will be reversed.

As for compensation, it is almost 100% sure that the hotel will do some sort of goodwill compensation. Everyone in our hotel consortium does because we feel it is a responsibility to do so and when something likes this happens we work hard to resolve the issues. Typos do occur. But let the hotel offer the compensation first, you'll likely be surprised.

 

[larryz]

...you are of course intitled to a reimbusment and a letter from Disney to the credit card explaining it was their fault.

Note that the Dolphin is not a Disney-owned resort, so I don't think Disney will be sending a letter here.

The Dolphin management should, of course...

 

[ociana]

Nice advice all! I especially appreciate the points about making sure that I get in touch with my cc company (I am waiting on the charge dispute, since that could be more trouble than is necessary) and being very pleasant with the manager. I am always very pleasant and courteous with customer service staff, I have been in their shoes and understand how hard it is to do their job well. The only reason I was thinking about compensation at all is really because of it putting me over my card limit and creating some time hassle rerouting any other incoming charges. I would never expect more than a dinner or something, heck an upgrade would be beyond my expectations!

 

[Polydweller]

The only reason I was thinking about compensation at all is really because of it putting me over my card limit and creating some time hassle rerouting any other incoming charges.

And that's exactly why I'm sure you wil be given something. The hotel knows this too and will want to do something to make up for it. It really looks like the overcharge is the original real charge with a zero added then tax applied. The hotel is a very reputable hotel and will correct that and will work with the cc company to get those fees reversed. A reputable hotel wants to make things right and make you feel good about your stay. They want you to come back.

Yes, call the cc company as your due diligence and explain. It's useful to have your notice of the overcharge noted on the record. But, really, don't worry, it will be fixed to your satisfaction and they will try to give you something to make up for it. Have a great trip!

 

[Tonka's Skipper]

Note that the Dolphin is not a Disney-owned resort, so I don't think Disney will be sending a letter here.

The Dolphin management should, of course...

You are of course correct.......Hotel management then!

AKK