REAS- the down side!

[Princess49]

We really loved the REAS but as I've read other people posting the same problems I figured I'd share our story so hopefully you can avoid it! We were charged for both Palo & the massages on our account, like many others have been you would think it wasn't a big deal but it truly was.

We went down the night before we debarked & wanted to see our bill. We saw the extra charges (the full price massage plus the gratuity & the $20 from Palo & gratuity & a glass of wine)& told a cm about them & he took them to the back to be straigtened out my a manager. He brought back the bill with the corrections made & we checked it over & it was correct. We took the bill with us and went back to our room. We never would have known about the other mistake if we had not wanted to rebook. My bf wanted me to go down & pay the room bill in cash & put the down payment on the cruise on the cc. I went down to guest services to make the cash payment and she printed out a new bill & there was a second charge and credit- the REcharged us for the massage & then REcredited us the massage-less the tip- but they didn't credit us the right amount- they charged us an additional $30 on top of the $60 tip we had left. I noticed when I got back up to my room & tried to call to fix it but they made me come down again. At this point I wated almost 20 min before they were able to find the original person we talked to. When he finally came out he said he would have a manager fix it in the morning(apparently there was no manager available--- um, don't they live on the ship??) I made it clear that I did NOT want to be standing on the line in the morning & he said he'd take care of it & leave me a message at 6:30am to let me know it was taken care of. Well, sure enough the message saying it was handled was there in the morning but when we picked up the copy of our bill left that morning it was wrong again! They did NOT credit back the $30 "gratuity" that they said we left, they credited a $20 glass of wine??? So we had to go down with all our luggage & wait on the line. my bf stood by with the luggage as I tried to handle it with a cm- she was NOT nice. She pretty much implied that we were trying to get out of paying for a tip - I said- very calmly- do you realize that would have been a $90 tip? Thats an awfuly large tip for a massage. She told us she had to find our payslips from the massage & made us wait almost 10min for this. She printed out another bill & I asked her to go over it with me, she wouldn't she told me that I could have a calculator & step aside. I checked & rechecked & it still wasn't coming out right. Then I called over my bf to look & I was right, it was wrong again. As he tried to fix it I asked her how much longer they would be serving breakfast & she said not much longer- I asked her if we were supposed to miss breakfast while she dealt with other guests instead of us? She was SO rude & asked who I spoke to last night & I told her & she actually reprimanded me for trying to explain to her- she said "you shouldn't have tried to tell me your whole story you should have asked for him" ok WOW I was a bit taken aback by that but I told my bf I would go sit & at least order him breakfast so we could eat before leaving- 15min later he made it to breakfast & said it was all taken care of. But did we really have to go through all of that?? As much as I LOVED the REAS it was so annoying to have to deal with that & the LONG line that last morning! The couple sitting at the table with us had the same problem so If you do the REAS make SURE you take care of it BEFORE the last night to avoid being stressed your last few moments on board!! HAPPY SAILING!!!

 

[KaitlinsMom]

WOW! Has this happened to others?

 

[ivanova]

This isn't too reassuring - considering our massage AND Palo ressie are for the last night of our cruise!!! I foresee a HUGE headache the morning we're trying to disembark!!

 

[CoMickey]

Princess49-Did you need proof that you had already paid for the RES? I already have the charge on my last statement. The RES is a surprise for my DBF so I charged it on my credit card and will be using his for the cruise charges. I don't want the charge to show up on his card.

When do they take the charge off of the card used for crusie charges?

Thanks!

Vicki

 

[disneybride96]

We made sure we told the spa and palo's that this was included on our REAS....it was so noted on our receipts. Maybe that helped them keep it straight.

 

[Hygiene99]

I think this can be EASLY avoided, if u just make sure that u tell them u have the package .. If u do not let them charge u then no problem in the morning...

 

[CoMickey]

Thanks! Good advice that I'll be sure to make a mental note of.

 

[TiggerStac]

We did the REAS on the 3/6 Magic. When I questioned why the price of the massage was on my bill, I was told that they have to put in on and then it is removed from your account. They did put on the bill REAS. They said they have to do this, as they are "seperate" from Disney. They said that Disney actually pays the spa and we pay Disney. The spa was actually still on my statement the next day. We were told that there is someone who actually goes thru and credits all the accounts for the REAS and it should be gone by the next am...and it was. Who knows if this was all something they were feeding us or if it was correct.


As for Palo's the $10pp did not show up on our receipt either time we went there, it was just our drinks and tips.

 

[tbuot]

Princess49--

WOW! That final CM was way out of line! I am sorry you had that experience it sure takes away the whole book REAS so you don't have stress about the ressies only to stress at the end.

We leave in 9 days and we have booked the REAS I am going to take the others advice and make sure I tell that at Palo and the spa that we have the package.

Did any of you bring some kind of confirmation or proof? I booked it about a month ago I guess I could bring my credit card statement if I get it in time??

Anyone else have this problem?

 

[mouseclick1]

I just double checked our bill from our 4/10 cruise. There was no charge, other than tip, from the spa. They did not put the charge on and then take it off. I wonder if TiggerStac's cm was correct or not? Anyway, it didn't happen to us. Anyway, Princess49, sorry it was such a hassle for you; not the way you want to end your cruise!

 

[Princess49]

We told BOTH that we had the package-when we got on board & my bf saw the basket, I handed over an anniversary card that told him the rest of the suprises, save the romantic turndown & champagne breakfast- so the surprise was given already I called the spa & Palo to double check our ressies(we actually changed the spa day & time i was SHOCKED that there was anything left) I spoke to the manager in Palo about the charge- he said the same as others have stated- they said they had to put it on & then take it off & they said the same during the massage. That is what the first cm at guest services told me too, that they were all to be credited that evening- they were credited, but the wrong things were credited so it snowballed into a nightmare. Not to say that staying on top of it will not help, but I was saying REAS every second I got but they HAD to charge. Hopefully what happened to us was a freak accident & it won't happen to everyone- though like I stated earlier the couple seated with us at breakfast had the same troubles. Good luck with it though- but try early on the night before you debark to handle it! If not for the HUNDRED mistakes ours would have been about HALF the pain in the butt & done the night before

 

[SeaSpray]

So sorry to hear about all the aggravation!

Some of the problem seems to be the amount of the tip that they charged to your account. Do you think that part could be avoided if we tipped in cash? That way, there should be no tip charges at all on our bill.

 

[ivanova]

I'm not sure you can tip cash in the spa ... I'm pretty sure you cannot tip cash in Palo's.

 

[lillygator]

we didn't do the REAS although I am adding it for our Dec cruise.......


we did have the couples massage and we tried to pay for product in cash and that was such a hassle we ended up charging it to our room charge.

 

[rae519]

We also had a problem with the REAS and billing - Palo overcharged us and it had to be credited back. From what I was told by the CM at GS, you have to tell them you have the REAS package so they will bill accordingly.

Seems that DCL could come up with a better way than that.

Rae

 

[gdulaney]

Just wanted to let folks know that I know you can tip the spa person with cash...I'm not sure about Palo.

Ginny

 

[CAMICKEY]

We had the same problem. When we went to our spa services, I indeed informed them we had the REAS package and it was even annotated on the bill (with tip) we signed. We were still billed for it and I had to talk to guest services. It was taken off the next morning (which left a credit on our account as they had already billed my CC). The same thing happened at Palo even though I also informed them we had the REAS package. I then went to guest services again and was not quite as polite as the first time I went down there. The charge was then removed but I also highly recommended that they should correct their billing system and that any charges such as these should not be billed until the REAS is checked. I got the usual "I will pass your suggestion to management". I was very fortunate at guest services to have been able to walk right up, I do not know what my disposition would have been had I been in a long line. So, please check your accounts at least twice during your cruise to ensure there are no over charges when booking the REAS package. - Mike

 

[Princess49]

I agree with CA mickey about checking twice!! Because we had one mistake fixed & would never have noticed the other one if we hadn't gone down to pay in cash. As much as I understand that paying tip in cash would be easier the whole point of the REAS is to make it more convinient. & carrying cash around isn't convinient. They really SHOULD come up with another way to bill. They said in palo that they had to have us sign the part with the $20 to prove that we ate there & then it would be taken off- why couldn't they just have you sign a NO CHARGE reciept? Oh well, perhaps they will eventually figure it out!

 

[rae519]

I just can't resist....


"Making a list and checking it twice!"


Ohhhh, for shame, Rae!

 

[Princess49]

LOL!!!