Have you been charged at Swan/Dolphin for minibar items you did not use?

[simba2]

Just back today from Thanksgiving at the Dolphin. We had a great stay but am somewhat disgruntled. Well, more than somewhat. I checked our folio on the TV last night. It showed a charge of over $16 for the minibar yesterday. I called the front desk to complain, as we did not use anything in the minibar. In fact, we did not have the key to it. There were 2 waters they left on our counter (which we did not drink) and there were some snacks in the cabinet next to the minibar (which we did not eat). They were nice about it and removed it from my bill without any hassle, BUT my problem is this -- we stayed at the Swan in Oct. After we returned home and I got my credit card bill, I noted a separate charge on the day of checkout for $7.99 for the Swan. I called the Swan to find out what this charge was for. I was informed that it was for items from the minibar. I told them that we did not eat/drink anything in the minibar. They removed the charge. I receive the Frommer's Budget Travel Letter via email. A week or so ago there was a thread in there about people being charged for unused minibar items. Various people had problems with Starwood Group (owners of Swan/Dolphin). They also mentioned something about a scale being inside the minibar and the changing of weight, even moving things around, would trigger it like something was taken out. We did not touch anything in there so that didn't happen to us. Anyway, after last night's incident I was fit to be tied. Has anyone else ever run into this problem there or is it just coincidential that an error was made twice regarding my account? I have enjoyed my 2 stays at the Swan/Dolphin but don't like the hassle of negotiating my bill upon checkout or after I've gotten home. I never had this problem staying in the Disney owned hotels and plan on staying in one on my next trip. I know I can ask to have the mini bar emptied (and thus wouldn't have the possibility of being charged for it) but why should I have to pay $20 to have them remove the merchandise. We don't eat/drink it plain and simple. It is not a matter of self restraint to have it removed. I refuse the pay $20 just so they won't charge me $8 or $16 for food/drink I have not eaten. I plan to inform them of this problem when they email me my survey. Last time they sent me an email survey after our stay and I gave them very good marks. This was before I found out that we'd been charged $7.99 after we'd checked out for something we didn't eat or drink. Sorry this is so long but I need to vent. I'd love to know if anyone else has had this same problem. Thanks!

 

[Feralpeg]

We had the same problem at the Swan. DD and I brought drinks we had bought in the theme park back to our room. We put the empty bottles in the trash can. The next day, we found that housekeeping had charged us for a Sprite and a Diet Coke from the minibar. We never opened the minibar. It appears that they often don't bother to count the items in the minibar. If they see any type of bottle, they just assume it came from the minibar and charge it to the room.

 

[dr2004]

Ive seen this problem, a lot of Vegas hotels do this. The new mini bars charge if the item is moved. I found this out when I used a minibar to store some refigerated medication I needed at a hotel in Vegas. I got charged for the whole mini bar, obviuosly an error. The front desk clerk had the nerve to tell me I should have read the rules.

Needless to say, I went right to the GM's office, he reversed the charge and comped me one night stay. I asked him why they do this, he told me because it prevents guests from using an item and replacing it, or using it as a personal fridge and placing everything back later.

I could only imagine that hotels make a bundle, how many people on business trips dont realize trhese charges and pay?

 

[whacked]

Some hotels will empty the mini bar if you ask.

There is often a $10 or so charge for the length of stay if you have the mini-bar cleared for use as a fridge.

It's worth asking.

 

[Feralpeg]

Some hotels will empty the mini bar if you ask.

There is often a $10 or so charge for the length of stay if you have the mini-bar cleared for use as a fridge.

It's worth asking.

But, that is not the OPs point. She didn't use the minibar. She didn't even open the minibar. She doesn't want to use the minibar. She shouldn't be paying anything on it. I never even opened the minibar and was charged for two drinks that I brought into the room. The housekeeper (I'm assuming it is housekeeping that counts what's in the minibar) was too lazy to count the items in the minibar and charged me because she saw two empty bottles in the trash can. After that, we took all of our empty bottles out of the room to toss.

 

[AJKMOM]

Hey, Ferelpeg, that's a pain, too. Every day you have to clean up a room before housekeeping comes in? I certainly would not want to have to argue about my bill at check out, that's for sure. And try to convince someone the soft drinks I bought weren't from the mini-bar. Maybe if enough customers complain, they will change their policy.

However, I'm betting they make enough money from people who don't check at all, to justify the charges!

 

[bicker]

That's precisely it. This is one of those situations in the hotel biz for which hotels have practically no incentive to consider any remediation.

 

[MyTalula]

UGH that is SO frutraiting!!! We go to the Mohegan Sun on Business every year. Well this happened to us last year. My SIL took a couple things out of the Mini bar so she could put her water bottles in to get cold.

Well they automatically charged it, (mini scales under each item, sends info right to front desk) however when the maid came and saw what happened she did notify the desk so the charges were reversed, before I even got there to complain. So this year I asked to have mini-bars removed from the 3 rooms, they said they wouldn't do that but did bring us up additional empty fridges for free which was nice.

 

[CindeBella]

We stay at the Swan. Prior to our trip I inform them that we have small children with us and do not want alcohol in the room. They've locked the mini bar and never charged us a cent.

We've had many empty bottles in the room also and haven't been charged.

 

[Merriwind]

We stayed at the Swan in October and weren't charged for the mini-bar. We were charged the wrong rate--an extra $40 per night!! We got it straightened out right away at the front desk, but it was a pain. Still, a lovely stay overall.

 

[simba2]

Oh geez, we threw out 2 water bottles yesterday a.m. before we left. They were not the same brand as the ones they had on the desk in our room for sale. Hopefully we won't get another charge tacked onto our credit card post checkout. I'll call our credit card company and see what charges have been put through. Yes, I know I can ask to have the mini bar emptied, but I refuse to pay them $20 for that. We did not have the key to the mini bar itself, but they put bottled water on your desk that they hope you'll buy and they put snacks inside the cabinet next to the fridge that aren't locked up. When we were charged in Oct. and I called and said we didn't even have the key to the minibar, the person I talked to explained that there were snacks in the cabinet and water on the desk. I reiterated that we did not use them and then she agreed to take the charge off. Merriwind -- we had that same problem on our Oct. trip. I had gotten an allears discount (the rate was noted on my confirmation and good thing I'd brought it with me). The woman who had checked me in had written the rates on my paper folio that had my room card in it. We were there 3 nights and had 2 different rates, as the discount was unavailable one of the nights. well, on checkout my bill had a different rate on it! I went down to the desk with confirmation in hand and they fixed it. Don't get me wrong, we've enjoyed our stays at both the Swan and Dolphin, but I don't like being charged for something I did not use. Like AJKMom said, I bet they make enough money on people who don't check their bill. I'm sure some just pay it and don't speak up.

 

[bedgraynexl]

I wonder if it is a swan thing. We stayed at the Dolphin and added water to chill overnight. No mystery charges or anything. Maybe ours didn't have a scale or saw the extra weight. Who knows?

One thing is for certain; any resort will nickel and dime you to get the most out of your stay. That being said, most people don't have these problems. It is sad to hear of these abberations.

 

[Cathy baby RN]

We stayed at the Dolphin and were also charged for water we did not use.
Also,when I was in the lobby my DD called my cell phone from the room phone to ask where her brothers shoes were...that 30 second call cost $12!!!!!!!!(I know that was her fault,not the hotels). Just a reminder not to use the room phone for calls!

 

[Claudia Kellenberger]

I have stayed at the Swan before, and they have dropped a HUGE bottle of water off that I did NOT request. I did not drink the water, nor did I even touch the bottle. But, I found out after I got home that they charged me for it !! This is common practice; and it is not fair at all !!!

And all the mistakes in the billing ...... I am absolutely convinced that these are not mistakes - they are done very much on purpose. We have to keep an eye out for all these things.

 

[swilphil]

I moved a couple of water bottles so my kids wouldn't open them and was charged for them. The front desk was very nice and prompt about taking them off our bill.

I thought I read that the S/D now empties the mini-bar for free. Many people like myself use the fridge for our own items. I remember reading that they were dropping the $20 fee when Disney resorts stopped charging for fridges in the rooms. It could have been just rumor, but I do remember seeing a post about it earlier this year.

 

[CarolA]

I have stayed there several times and never been charged for items I didn't use.

Now, if you remove the items for ANY reason (including making room for your stuff) they may charge you! It's not there as a personal mini fridge.