Bad end to a vacation at All Star Sports (long)

[tinkerbellmagic]

OP, I am so sorry this happened to you. I think great advice was offered here and I have a hunch that someone from Disney will call you once guest services has been contacted. I really believe they will not just let this go.

I also think having as much info as possible about the person who accepted your ticket money would be helpful. If the tape becomes MIA, anything you can remember about her might help. Maybe you have her name or what she was wearing or anything that stood out about the transaction. There is no reason for the manager to be rude to you. They made the mistake, not you.

Good luck!

tink

 

[IwasatWDWforamonth]

Im really sorry you had such an awful thing happen on your trip.


Once they have your credit card info they can charge anything on it,

My mom had called and asked to extend our stay one morning and told the cm she would come down to pay, she didnt want to use her credit card.

Well when my mom went down to pay they informed her that they already charged her card on file. We didnt have charging on our room keys either.

My mom was mad and the manager pointed out that when you sign the paper when you check in(not express checkout just the normal paper you have to sign) , you allow them to charge anything to the card you used to check in with.


I hope you get your money back,

 

[kelscross]

I hope they find out what is going on for you. 500$ is alot of money no matter how much money you make...I'd be pretty upset as well.

We had a problem with charging priv. on the DCL last year. We did have charging priv. on our room keys...made sense being on the cruise so we didn't have to carry cash, CC etc. to the pools and stuff. About mid week we asked for a printed bill to see how much damage we were doing...ha! Good thing because we noted SEVERAL charges that were on our bill that we had not made. Fortunately we still had time left on the cruise that we disputed at the desk. They pulled the transactions that were on there and noted that none of these transactions we were questioning were signed for by anyone in our party. Apparently when they were doing their data entry for the charges someone was making mistakes and the charges were going on our bill instead.

Point being...they could have checked the transaction right there and seen that you didn't sign for it. On the DCL we had to sign for everything..even a drink from the bar and they have those receipts at the desk.

Keep us posted...I'm curious as to how this all works out.

 

[DJ Disney Kid]

Well it WAS a value resort. What do ya expect?

 

[wilde_oscar]

As a seasoned business traveler, lemme tell ya, once you walk away from the counter getting billing errors fixed is very, very difficult. But if the person at the counter is not fixing the problem right away, your first call (before you talk to the first of many members of management) is to your credit card company and tell them you are disputing the charges, you WILL follow this up with a letter. Do this while standing at the counter. Take copious notes, document the name(s) of every one you deal with, and note the gist of the conversation. Escalate quickly and efficiently, the opening salvo with what ever manager you deal with first is, "who is your supervisor and how do I reach them, I know that you are going to resolve the issue and I want to be able to tell them how you handled this problem so well"

If satisfaction is not quick, write letters, write lots and lots of letters. For a situation like this send everything certified receipt return so that you know they got it and who signed for it (for a $500 loss, the investment in $10 of receipt return mail is minor). Write every level in the offending organization and every level in lateral organizations(these organizations have staff meetings and let’s face it everyone likes to gossip, you increase your odds of being heard if a the offending organization’s rival has a good story to tell at cocktail parties)... and provide a cc list at the end of your letter. In this case, the hotel manager(s) of all the values, VP of resort operations, customer service, and operations for WDW and DL. BBB, FTC, the FL state agency that oversees rides and attractions which I believe is part of agriculture. Throw in the FL attorney general. Tell them the story, as you would tell it here, or to a friend. Include as much detail as possible, and outline what steps were taken to resolve the problem so far, and how this is not yet satisfactory. Include all your contact information, and give a date that you expect to hear from them on this matter before you will escalate the situation further. A deadline, and further embarrassment can be a powerful motivator.

The one thing I will caution you on, it harping on the security tape. The folks you talked to probably don't have access to that level of security, as those cameras are usually more to prevent employee theft then robbery, etc. Once the letters and complaints get to the right level, either they will review the cameras or use other means to determine what really happened. And be consistent, and persistent but above all else polite.

Oh and part of the home work is already done...

http://allearsnet.com/pl/contact.htm

a letter to everyone on that list is a good start.

Fraud Hotline
1-866-966-7226

Office of Attorney General
State of Florida
The Capitol PL-01
Tallahassee, FL 32399-1050

To contact Attorney General Bill McCollum please email:
ag.mccollum@myfloridalegal.com

http://www.orlando.bbb.org/index.html

 

[phamton]

I don't work for Disney but do work at another themepark in Orlando that also has charging privileges on their room keys.

First, we can scan the tickets and it will show exactly how the ticket was paid for and even the transaction number on the register so we can print out the whole transaction again if we need to. Second, when you charge on your room key, it is swiped like a credit card. A credit card-like slip will come out that you then sign like on CC purchases.

When you bought the ticket, if the castmember keyed in the wrong key and put it for a room key charge, the computer cannot complete the transaction until the card is swiped. Until the card is swiped, the ticket will not print off.

So technically, if you paid with cash, the ticket can be scanned and the transaction can be printed out and would show that you did indeed pay with cash. If your room key was charged, the ticket could be scanned and the transaction could be printed out again as a room charge including the credit card like receipt that you should have been asked to sign.

 

[eemmie1]

Well it WAS a value resort. What do ya expect?

What does this have to do with anything?

 

[Robert P]

What does this have to do with anything?

Absolutely Nothing!

 

[LoveMyBoys]

OP I am very sorry that this happened to you and I hope it all works out.

I have a question for anyone who might know, why doesn't Disney have the ability to check your account on the TV in your room like other hotels. Whenever I stay anywhere I like to check any charges that were put on my room every day. Other hotels do it, so I am sure Disney could too, I wonder why they are not doing it.

 

[Alicnwondrln]

OP I am very sorry that this happened to you and I hope it all works out.

I have a question for anyone who might know, why doesn't Disney have the ability to check your account on the TV in your room like other hotels. Whenever I stay anywhere I like to check any charges that were put on my room every day. Other hotels do it, so I am sure Disney could too, I wonder why they are not doing it.

i like to check that to
i just go down to the concierge and ask for a print out daily

 

[goingthedistance]

I had a problem when I checked out of All Star Sports in January. Upon checkout, they had charged to my room tickets for Disney Quest, but we never went to Disney Quest. I went to Guest Services to dispute the charge, and as it turns out they had added someone else's credit card number to my room number . So they provided the amount that was charged to my credit card (which matched my receipts) and they provided the last 4 digits of the credit card that the Disney Quest tickets were charged to. Those last 4 digits did not match any credit card I have. So my room key was linked to my credit card, but someone else's room key linked to their credit card but the charges appeared on my room receipt.

I hope that the OP gets everything straightened out. Good luck to you.

Paul

 

[mansionterror]

Well it WAS a value resort. What do ya expect?

It doesn't matter what kind of resort it was...it IS Disney and I would think that all guests would be treated equally...

 

[nbodyhome]

Value resort or deluxe, it should never matter. Guest service, correct charges should happen no matter where you stay (on or off property).

I wasn't too delighted with my stay at All Star Sports in December, I'd rather stay offsite than there. But the person checking me in was very good - no complaints there. And I received my checkout envelope correctly.

 

[DJ Disney Kid]

Originally Posted by DJ Disney Kid
Well it WAS a value resort. What do ya expect?

What does this have to do with anything?

It was a joke, hence the wacky upside-down smiley.

 

[sandyam76]

I really am sooooo sorry that this happened to you!! $500 is definitely a lot of money!! It is always a different story when you speak to them in person, as opposed to the phone! Too bad it had to end up this way, keep us posted on the outcome!! Best Wishes and hope you have a magical day!!

 

[wilde_oscar]

I don't work for Disney but do work at another themepark in Orlando that also has charging privileges on their room keys.

First, we can scan the tickets and it will show exactly how the ticket was paid for and even the transaction number on the register so we can print out the whole transaction again if we need to. Second, when you charge on your room key, it is swiped like a credit card. A credit card-like slip will come out that you then sign like on CC purchases.

When you bought the ticket, if the castmember keyed in the wrong key and put it for a room key charge, the computer cannot complete the transaction until the card is swiped. Until the card is swiped, the ticket will not print off.

So technically, if you paid with cash, the ticket can be scanned and the transaction can be printed out and would show that you did indeed pay with cash. If your room key was charged, the ticket could be scanned and the transaction could be printed out again as a room charge including the credit card like receipt that you should have been asked to sign.

this all makes the assumption that it was a legit mistake. Further, as another suggestion, federal law requires they to save the signed reciept, ask for copies of the signed reciept.

 

[MickeyNicki]

I am so sorry you had trouble....this is the reason we never pay with cash...everything is debit or credit card.

We did have an issue at an off site Radisson about 8 years ago...they charged us for a weekend stay even though we cancelled well before their cut off time (to get the money back). They were apologized and credited us back asap.

 

[Sammie]

I hope the OP can get this resolved and if it happend as she described then she should be able to settle it with Disney.

However lets all remember that this one side of the story. I would never want to judge any situation based on half of the situation.

And I would have never left the resort without this being resolved.

 

[disneycamelbackids]

I have a similar story. Two years ago I reserved a hotel stay with my visa check card. When I checked in I paid the balance in cash. I received a receipt and my room key.The next morning I checked my checking balance and realized that the hotel charged my visa check card. I was shocked. I pulled out my receipt that I was given and realized it was NOT in my name. I had been given someone elses receipt! I was in tears and spent alot of time describing the lady who checked me in. I just knew that she would recognize me because I had to wait extra long because she didnt have enough change available and apologized to me many times. I also asked them many times to check the person whose receipt I had to see if they had been given my receipt. I asked them to see if they had extra cash in their drawer. I had the hotel make me a copy of the receipt (they wanted to keep it) I also had to document exactly what my story was for the management. I wrote down as many names and numbers as I could. I was told that an internal investigation would be conducted. I spent several weeks calling trying to have the matter resolved. It took about a month but I finally was refunded my money. Ill never use a check card again and I always make sure it is MY name on the receipt.I hope you will be persistant! Good luck!

 

[missmun52]

I agree with every one else. Call you CC company and dispute the charge and contact someone fr. Guest relations higher up.

I use to work for a company and people that worked there use to steal money from the company. Managers were in on it too. The company I worked for had security cameras installed all over and they had to investigate the people over a period of time to get a significant amount of proof. I assume disney has camers similar to the ones we had which were over every person that has to deal with money. The cameras could zoom in where you could count the money and change.

My point is you need to complain to the higher up because the managers for that department had no access to the cameras. The company hired someone that worked for the "company" not the store per say to deal with that stuff. After MONTHS some people got arrested and some managers did not return to work (for fear) thats how I know they were in on it too.

File a police report and be patient sometimes these investigations take a little while. Just dont give up!