Massive Reservation Overcharge - Compensation?

[Aliceacc]

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 100%.

Fix the error, pay any charges that resulted from the error, and we're done.

 

[bookwormde]

You should get a minimum of correcting the overcharge, paying any fees and they should provide a formal letter explaining the error and they should ensure that the CC company provides and equivelent letter and that the overdraw is expunged completely from you CC record and from any credit reporting services.

This makes you whole and should not be your responsibility to accomplish.

bookwormde

 

[Kona65]

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!

The only item that you might deserve being compensated for, would be if you received some type of charge from your credit card company, such as going over your limit. If you received no added monotary expense, then you should receive nothing. Mistakes do happen.

 

[Port Orleans fan]

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.

^ ^ ^

OP this probably the best advice you're going to receive. This is how I would deal with it.

 

[kappyfamily]

Sorry that happened to you, have a nice vacation!

 

[TDC Nala]

What exactly do you expect them to offer? I would expect them to issue a refund and to cover any expenses their mistake caused. I don't think I would ask for anything more or suggest it hoping to get them to offer, and it would be up to them as to whether they wanted to offer more.

 

[I-Bike]

It sounds like you just checked your account and haven't received a statement yet? Has the hotel actually charged your card? Anytime I travel for business or go on vacation anywhere the hotel always authorizes a daily amount above the cost of the nightly rate, which is credited back to my card at the end of the trip (sometimes I think it takes a bit longer). You wouldn't even ordinarily notice the authorization because you only get charged for the actual amount and any incidentals during your stay in the end.

It could be that they authorized your card incorrectly and it should be a pretty quick fix. Though, it doesn't help that the error has tied up your credit line. I'm sure the hotel will do something for your inconvenience.