Overcharged twice by the Dolphin for the same stay

[travelbug]

I recently stayed at the Dolphin for the first time. It was really lovely, and I really enjoyed by stay there. But I'm less impressed with the accounting department or the housekeeping department.
(Not sure whose mistakes these are...)

When I checked in, I was asked if I wanted mini-bar privileges. I said no thank you. Now I never even looked at the mini-bar, so I don't even know if a special key is required. If so, I didn't receive a key. Either way, I didn't open the mini-bar at all, let along take anything from it. (Too cheap - I had along my own snacks. )

When I checked out at the desk, they had a mini-bar charge of $11.08 on my bill. When I told them that I had declined mini-bar privileges and hadn't even opened it, they readily took that amount off the bill. Anyone can make a mistake, so I didn't mind or think much of it. Until my credit card bill arrived. The room charge was listed correctly, but there was an extra charge of $8.79 listed as well. I called the Dolphin and was told that it was my mini-bar charge. Here we go again! I explained (again) that I had not even opened the mini-bar, had declined the mini-bar privilege at check-in, and that these charges were incorrect. The gal sighed and said she would take it off my bill, for which I thanked her.

I've stayed at my share of hotels with mini-bars, and this is the first time I've been mistakenly charged. Twice yet, but for inconsistent amounts. I hate to think it, but I can't help but wonder if a dishonest person from housekeeping could be filching stuff from mini-bars. Maybe most people don't quibble over an amount like $11.08 or $8.79 and so it goes unnoticed. But like I said, I'm cheap. Plus I didn't care to pay any amount for something I hadn't used.

Now I'm wondering if I'll run into the same thing when I stay at the Swan in April. Anyone else had this come up with the Dolphin or is it just me? Is there something else I could have done to have avoided this? Thanks for any comments you have.

 

[tjmw2727]

I had this happen recently at a hyatt here in Boston. Like you I was mischarged 2x for two different amounts, weird huh. It was just a two night stay and we didn't need the minibar so we also didn't take the keys. Since I used express checkout I didn't see the charge until I checked my cc'd bill and saw the two small charges. The Hyatt also took them off asap - I have no complaints about that.

Having stayed at swan and dolphin I must say that I have never had any problems with their charges, even the minibar. Knock wood for my next stay as we will probably need to use it. Longer trip alone with two kids so I am thinking it will be nice to grab something if need be when kids are tired or sleepy.

I do know that at least at the S&D the houskeeping staff does not have the minibar key. A separate person, IIRC from room service, comes around daily to check and re-stock the mini bar. Since he/she has access to everything on her cart to re-stock the rooms it dosen't make sense that she/he would steal from a rooms stock. More likely someone got the room number wrong!

Anyway glad you got it resolved, I chalk it up to just one of those things.

TJ

 

[zurgswife]

We had a charge on our bill while at the Dolphin for our first day for breakfast at Tubbi's...knowing that we didn't check in until 3pm I new it wasn't ours and was clearly that of the prior guests...my guess is that your charges had something to do with the prior guests...

 

[BC]

Upon checkout, I noticed a charge of about $10 that I wasn't aware of. I asked to see what it was and the girl went behind the wall at the desk and came out with a tab from Shula's for a drink that none of us got. She said it was charged to room 7002 which was our room, but the name was different from any of us. I guess anyone can make up a room number and have a few drinks on you if you're not careful! She removed it and apologized.

 

[travelbug]

Thanks, everyone, for your replies. It appears this mistake in charges isn't uncommon. I'm not sure if that makes me feel better or worse. LOL

 

[Jay H]

We stayed at the Dolphin in Dec and we checked out a day early, however they charged us for the last night even though we were not even there. I called and they did fix it but it sounds like they have got a little problem at the Dolphin.

Jay

 

[Letsbgoofy]

The same thing happened to us at the Grand Floridian, except that the girl I dealt with was very rude about it. I was so angry that I wrote a letter when we got home - never heard anything back. After paying that much for a room, I was upset that I was treated like I was trying to steal $8 worth of stuff from the minibar.

We will be at the Dolphin in June. I will make sure to decline the minbar key and check my bill carefully. Thanks for the heads up.

 

[KIS]

I appreciate the heads up about this sort of thing. What sort of things can guests do to prevent or rectify such matters? Is there a method for prevention? If not, I am getting that complaining about it does not always work to well. Is that correct?

KIS

 

[Tinkerbelle'sMOM]

That just happened to us at Portofino Bay...except you got off cheap..ours was $60 and the girl at the desk was quite rude about it! She asked me if I was sure my little girl didn't get in the mini-bar..uh, hey, check the file, I just told you I didn't even take the stupid key! No apology, but they did take it off. Then, when I looked at the new printed itemized bill (I was at the airport) there was ANOTHER charge that showed up on there...and it wasn't on the original. I still need to call about that one.

Someone is eating and drinking merrily at that resort

 

[KIS]

This is really awful. It peeves me. I've never been to WDW. What a ugly side to the adventure before me. Is there any way to protect your "room charge" bill in advance? The stories about the correcting the bill after sound so very unpleasant. KIS

 

[undertheradar]

This goes on in hotels, eateries and bars everyday. Any type of business that has a high volume of patron turnover has this occur. To think that this is limited to vacation is just wrong. I suggest that you get a printout of charges when you check out(no express c/o here) to hold and compare against any "foreign" charges that may appear.

 

[travelbug]

Originally posted by familyoffive
I suggest that you get a printout of charges when you check out(no express c/o here) to hold and compare against any "foreign" charges that may appear.

I think that is good advice. I looked at the printout of charges before I left the Dolphin, and that's why I went to the desk to ask about the first wrong amount. The part that surprised me was getting my credit card bill with a DIFFERENT amount wrongly charged to me. That suggests more that there is a problem that needs correcting. Maybe the person who is to check each room's mini-bar after checkout isn't making it to all the rooms before new people check in??? If that happened on both ends of my stay, I may have been getting charges for the people that had the room before me PLUS the people that had the room after me.

Thanks again for your replies. I'm sorry that people have run into this problem elsewhere too.

Have a great day. It's snowing here in Michigan (expecting 6-8 inches in our area by tonight).

 

[skiwee1]

Last October during our stay at the Poly we dined at Prime Time Cafe. There were 3 of us, my mom, my 4 y/o and myself. We got a couple of adult dinners and one child dinner along with one appetizer to share. The bill came to about $60. Anyway a few days through our stay I asked for the room bill as I was told that I had reached the $1500 limit already and they wanted me to sign another $1500 to them. I thought it strange as we go twice a year and usually don't reach that limit the first time until halfway through our trip. I am kind of a pro at knowing where I'm at in the spending on these trips without trying to figure it out. So I get the bill and it shows the Prime Time bill for the $60 and then another Prime Time bill for the same day for almost $500!! I spoke to the desk manager that said I had to speak to someone else and I had to call them up. I called them and they had to investigate and would let me know something as soon as possible. Two days later they finally took it off my bill but I was still ticked as I had to sign for another $1500 because of their mistake. So now I get a copy of my bill every couple of days to make sure there are no errors and to take care of any that are on there.

 

[disneyagain]

My sister and I just returned from a stay at the Dolphin...Loved the hotel and didn't have a problem with either of our bills...

But....

We declined the mini-bar at check-in. When we got to the room we started looking around and noticed that in the cupboard next to the "fridge/mini-bar" were lots of snacks, cookies, crackers, candybars etc.... Well we were both a little nervous about this, since we were traveling with 5 kids (aged 8-15). We pretty much "threatened" them...told them how much everything cost and that they were not to eat anything from the cupboard. It worked, they didn't and we weren't charged. But, I'm guessing that if we hadn't noticed that it wasn't all locked-up and the kids found it first.....YIKES! We'd probably have to take out a small loan!

So parents, beware!