Hotel Kingdom complaint

[Helen Clayton]

Hi,

I am just back from my holiday at Vistana Resort which I booked through Hotel Kingdom. We booked two separate rooms which I received 2 separate confirmations for. Hotel Kingdom only booked one at Vistana Resort though and booked the other at Vistana Village. We arrived from UK after travelling for over 16 hours to find this out.

Luckily Vistana staff were great and arranged a lock off which just accomodated us. Because we were on holiday and time was precious I didn't phone Hotel Kingdom whilst in Orlando. Now home I'm having trouble getting a response. I tried 2 emails (thought would be much cheaper and easier to sent them their confirmations which clearly shows it was not my error) but have not had a reply.

I'm really worried about the deposits that they took from my credit card back in March. Vistana treated us as a whole new booking and didn't credit any of the deposits we had paid. Any suggestions/experience in getting refunds from Hotel Kingdom?

Thanks
Helen

 

[baileybrad]

I am sorry that HK fumbled your arrangements. Ordinarily they are fairly competent. They have always sent us an email with all of our information so we were able to check everything they did. Did the paperwork that they sent you seem to be in order before your trip? I hope that they correct a problem that they created for you. And I hope that it did not impact your trip.

 

[Helen Clayton]

Haven't heard from them yet. I've checked all the e-mails and they all relate to the Vistana Resort so it is definitely their error. I may have to phone them if I don't hear anything in the next day or so.

 

[EUROPA]

Originally posted by Helen Clayton

I'm really worried about the deposits that they took from my credit card back in March. Vistana treated us as a whole new booking and didn't credit any of the deposits we had paid. Any suggestions/experience in getting refunds from Hotel Kingdom?

Thanks
Helen

My reservation from Hotel Kingdom says this...

"The Hotel's computers at the front desk will only show the amount of the remaining balance due to hotel plus tax. They will not show your downpayment. This is to avoid any overcharging or double charging of your downpayment by front desk staff.
"

I betting the way it works is that HotelKingdom gets a room rate of say 49.00 dollars from Hotel X, that can only be booked through them. On the Hotelkingdom webiste they list the rate as 56.00. They charge you 7 dollars to book the room. But on the hotels computer they have no record of the it becuase HotelKingdom takes their cut upfront and outside of the Hotels rate. I worked in a couple of resort Hotels in Myrlte Beach while in college and this is the way that most of those bookers work.

 

[Lorix2]

I booked with them once and had no problem.

I booked recently for an offsite resort which HK listed for $155.90 per night. They took $15.90 as one night's deposit for them which would leave a balance for that night of $140.00.

The resort I booked charged me separately for that one night's rate at $118.40 on my credit card. There's a difference of $37.50 -where does that go?

Also, the way they figure out the tax it seems like you end up paying it twice.

I cancelled due to a location change, but that does bother me.

Usually they are very good about responding to your email, keep trying.