Luv Bunnies
DIS Veteran
- Joined
- Sep 3, 2006
- Messages
- 9,116
We returned from a 4-night stay at the Park Vue over a week ago. I've been holding off on posting a review until I got resolution on a billing issue I have with them. When I checked in, they said I had reservations for two rooms. I only made one reservation, but had modified my original reservation to reflect a new room type. I am positive that I did not make a second reservation. I clearly remember going to their website, hitting the button to modify an existing reservation, and choosing a new room type. My confirmation form even says "the changes you made to your reservation are detailed below." For some reason, their website split my reservation into two rooms - the original room type I booked and the one I changed to. I was told the first night for the room we wanted had been previously charged to my credit card. I paid cash for the other three nights.
When I checked out, I asked again about the second room. I wanted to make sure I hadn't been charged for the first night since they bill in advance. The clerk looked it up and said yes, you were charged. I asked her to reverse the charge and she said she couldn't. She then went to call her supervisor who wasn't in that day. She came back and said I would still be charged for the room since I made the reservation and didn't cancel it in time, according to their policy. I explained again that I had not made two separate reservations. I had simply modified an existing one to reflect a new room type. If their system split it into two reservations, it was not my error and I should not be charged for it. She said she would have her supervisor call me the next day.
We got home and guess what? No call. I waited an entire day, called them and finally got the supervisor on the phone. I explained that I had the confirmation email saying that my reservation changes were confirmed. She said to email it to her with my explanation and she would discuss it with her manager. That was a week ago. A few days later, I sent a follow up email asking if she had received my first email and if she'd had a chance to discuss it with her manager yet. Still no response. I called again today and was told the manager and supervisor were in a meeting. One of them would call me back this afternoon. Still no call.
I have been very polite in my calls and emails. I have clearly explained the situation and provided documentation to show that I made and modified only one room reservation. I am getting no response from Park Vue. I checked my credit card statement online and the charge is still there. I am planning another trip in November and booking 4 or 5 rooms for family members. Other than the billing issue, we liked the Park Vue a lot and would like to stay there again. I cannot, in good conscience, book with them again while I'm being totally ignored and my billing issue is left unresolved. I've already discussed it with my credit card company. They told me I had a valid reason to dispute the charge and to send a letter and copy of my confirmation form to them. I would rather give Park Vue the opportunity to reverse the charge without resorting to a credit card dispute. However, after more than a week, they don't seem interested in keeping me as a customer. It's just beyond me that they would want to lose a good customer this way. Even if they think I owe them the money, they should give me the courtesy of discussing it with me or at least responding to my emails. For a company that has recently made an effort to improve its facilities and level of customer service, they have shown no interest in providing good service now that I've checked out and they have my money.
I guess I will have to start the dispute process with my credit card tomorrow. I wish this could have been resolved more easily, but they don't seem interested in doing that. Has anyone else had this kind of issue with the Park Vue? They seem to get pretty good reviews on here, although I know some people don't like their policy of charging one night in advance and copying the customer's driver license and credit card. Thanks for reading if you got this far!
When I checked out, I asked again about the second room. I wanted to make sure I hadn't been charged for the first night since they bill in advance. The clerk looked it up and said yes, you were charged. I asked her to reverse the charge and she said she couldn't. She then went to call her supervisor who wasn't in that day. She came back and said I would still be charged for the room since I made the reservation and didn't cancel it in time, according to their policy. I explained again that I had not made two separate reservations. I had simply modified an existing one to reflect a new room type. If their system split it into two reservations, it was not my error and I should not be charged for it. She said she would have her supervisor call me the next day.
We got home and guess what? No call. I waited an entire day, called them and finally got the supervisor on the phone. I explained that I had the confirmation email saying that my reservation changes were confirmed. She said to email it to her with my explanation and she would discuss it with her manager. That was a week ago. A few days later, I sent a follow up email asking if she had received my first email and if she'd had a chance to discuss it with her manager yet. Still no response. I called again today and was told the manager and supervisor were in a meeting. One of them would call me back this afternoon. Still no call.
I have been very polite in my calls and emails. I have clearly explained the situation and provided documentation to show that I made and modified only one room reservation. I am getting no response from Park Vue. I checked my credit card statement online and the charge is still there. I am planning another trip in November and booking 4 or 5 rooms for family members. Other than the billing issue, we liked the Park Vue a lot and would like to stay there again. I cannot, in good conscience, book with them again while I'm being totally ignored and my billing issue is left unresolved. I've already discussed it with my credit card company. They told me I had a valid reason to dispute the charge and to send a letter and copy of my confirmation form to them. I would rather give Park Vue the opportunity to reverse the charge without resorting to a credit card dispute. However, after more than a week, they don't seem interested in keeping me as a customer. It's just beyond me that they would want to lose a good customer this way. Even if they think I owe them the money, they should give me the courtesy of discussing it with me or at least responding to my emails. For a company that has recently made an effort to improve its facilities and level of customer service, they have shown no interest in providing good service now that I've checked out and they have my money.
I guess I will have to start the dispute process with my credit card tomorrow. I wish this could have been resolved more easily, but they don't seem interested in doing that. Has anyone else had this kind of issue with the Park Vue? They seem to get pretty good reviews on here, although I know some people don't like their policy of charging one night in advance and copying the customer's driver license and credit card. Thanks for reading if you got this far!
