Room charge dispute-what do you think? Update on page 5

[Amanda999]

Update: I received a reply from the billing department saying that they have credited my CC on file $20 due to my "disappointment." I had asked to be put into contact with hotel management which they didn't do but said that they passed my feedback on themselves....

(ETA: OP did say they said sorry - I didn't read closely enough! But still 'disappointment' in their reply wasn't good customer service.)

I was thinking I would have just given up and let the $20 go, but that response makes me more upset with their customer service! As if they are being so benevolent, giving you $20 because of your 'disappointment.' Didn't admit any fault, or even any possibility that they were at fault. (I think its their fault, even if both of your miscounted. Its their cashier's job to count correctly. Not for you to notice a mistake. Its ridiculous that they took $20 on their own without contacting you.)

Once they decided they were going to credit you back the $20, it wouldn't cost them any more to say how sorry they were for the inconvenience, we're reviewing our procedures for such situations in the future, managers have been contacted, etc... Wouldn't cost them any more money, and perhaps would make you stop thinking how they handled the situation poorly.

 

[Bostonbeans99]

I've written off small amounts of money before rather than pursue it. It's just not that big of a deal in the grand scheme of things. The OP has already communcated with management and hit a dead end. Pursuing it further will require a signifcant effort at this point. I'd do it for a $100+ mistake. Not for $20.

This is precisely why people get away with it. It's the m.o. of a good thief. Start somewhat small to not make waves. They know most people won't "bother".

Constantly on the news is school treasurers and people at other jobs who take money and over time it become thousands if not hundreds of thousands of dollars.

I will be completely honest. I'm not saying I would absolutely go any farther than a phone call or an email either but I champion someone willing to take up a fight or complaint.

 

[DSLRuser]

There are cameras at the desks for a reason, those cameras are watching guests AND staff.
Disney has had plenty of dishonest employees over the years.
Disney isn’t right simply because they say it’s so!

It is not a casino. Do you know how much infrastructure it takes to record video 24/7 and have it to where you can recall that video days, weeks, or months back. Sorry....any video cameras you see are more for show then anything.

 

[Rangers67]

This is why I use a credit card to pay for rental cars, hotel rooms, large electronics and appliances. You get that extra protection in the event there is an issue. I know, I know...Dave Ramsey says credit is from the debil, but if you use it responsibly, it can be helpful. All I can suggest is write to guest services. I have found no matter the issue, DWD is bending over backwards to make sure customers are satisfied after a complaint.

I made the initial complaint to the guest services email address and they passed it on to billing. I guess I could write another message saying that I am not satisfied with the way in which it was handled. Not sure it’s worth it though.

 

[Rangers67]

i would add this to reason #312 why you should never pay cash for ALMOST anything.

Paper trail rules all.

I get it. If you are that against paying the 19% interest on a credit card, pay your $600 cash up front to your credit card company. that way you have a credit with your self and are not relying on Disney to handle a large cash transaction properly.

I always use my CC and completely pay it off. However, I’m Canadian and the exchange fees on our CC are sig higher than cash. Plus I had the US cash already on hand. CC are safer for sure. But doesn’t change how poorly handled this was.

 

[Rangers67]

Funny, just a few days ago a local grocery store wanted to review camera footage because my wife reviewed the receipt and noticed an item for $3.88 that we didn't buy (or receive) LOL

OP, glad you got a credit in the end but I might send some feedback to guest experience anyway.

I agree. I let it go for a bit but there seems to be consensus that this is really not an acceptable business practice and it wasn’t handled well once I did speak up about it.

Does anyone have an email address other than the generic guest services one?

 

[Rangers67]

I was thinking I would have just given up and let the $20 go, but that response makes me more upset with their customer service! As if they are being so benevolent, giving you $20 because of your 'disappointment.' Didn't admit any fault, or even any possibility that they were at fault. (I think its their fault, even if both of your miscounted. Its their cashier's job to count correctly. Not for you to notice a mistake. Its ridiculous that they took $20 on their own without contacting you.)

Once they decided they were going to credit you back the $20, it wouldn't cost them any more to say how sorry they were for the inconvenience, we're reviewing our procedures for such situations in the future, managers have been contacted, etc... Wouldn't cost them any more money, and perhaps would make you stop thinking how they handled the situation poorly.

To be fair, they did say we are sorry for your experience. And in response to my request to be put into contact with a manager, they said please know your feedback has been shared with the resort leadership. I still feel like overall the response was dismissive and the tone is entitled. The $20 isn’t a big deal but the customer service is terrible and they made it worse with their tone.

 

[dansdad]

It is not a casino. Do you know how much infrastructure it takes to record video 24/7 and have it to where you can recall that video days, weeks, or months back.

Actually WDW's surveillance system is on par with a Vegas casino.

Sorry....any video cameras you see are more for show then anything.

True. It's the couple million you don't see that do the job.

 

[DISNEYSQUIRRELS]

It is not a casino. Do you know how much infrastructure it takes to record video 24/7 and have it to where you can recall that video days, weeks, or months back. Sorry....any video cameras you see are more for show then anything.

I can very comfortably say that Disney’s cameras are not for show.
The surveillance they have is on par with any casino.
A receipt would be date & time stamped with the name of the desk agent logged in to handle the transaction.
I hope the OP gets the matter resolved to her satisfaction.
Edited to add: I just read the OP’s post stating her $20 was credited to her credit card on file.

 

[bryanb]

I think it's hard to say whether actual theft took place. Cash registers are short or over all the time, as a matter of routine business.

If it were truly $580 and not $600, the CM should've caught it before accepting the amount, issuing a receipt, and allowing the guest to walk away from the counter. The receipt, by definition, should overrule everything because it is official documentation of the transaction. Even if they did discover later that the guest had paid only $580, that's too bad for the hotel. The CM had their chance to correct any miscounts during the moment it happened, because now there is no way to prove.

If the transaction were going the other way, and Disney (or a bank, or anyone) was giving me cash, I would expect to count the money right there and then before accepting the amount as correct. If I walked away from a cashier after confirming I received the right change, I would not expect to be able to go back later and claim later that they owe me $20 more.

 

[Bebacksoon]

I worked at a large bank for almost 10 years. Miscounting does happen, however, the customer is ALWAYS right! If a customer said they were shorted $20.00 we would gladly give them their $20.00 to keep them happy. It amazes me that Disney cares so little about customer service to try to dispute this. Walt is rolling over in his grave.

 

[vinotinto]

They lost me at "cash."

 

[Sleepy425]

So what happens if a guest leaves behind a credit? I know I've had some trips where I'm trying to get on the road, I didn't get my checkout email yet but I really don't want to get in that big line up front anymore. So I am more focused on leaving ........ I could see myself taking off and not getting money back I left on account. Is Disney going to issue some time of refund and mail it to these guests or is this going to just be income until such time a guest remembers and attempts to get it back?

I have had trips where I paid all in cash, and with MB this might be tempting, especially if at a cashless resort.

Back in 2012 they let us apply all of our gift cards onto our account at the beginning of the trip at OKW, but then the next trip we were told it wasn't possible at Pop. Yet that same trip, when I went to pay my bill towards the end, was less than what I had on my gift card. The person could not figure out how to not apply the entire gift card. The excess money then was refunded to my credit card on file at checkout. Same thing happened in 2015 at AKV - they accidentally applied too much of my gift card towards the bill, and I didn't end up charging after that. The excess was returned to my credit card on file without me having to ask.

 

[ConnecticutNonna]

Actually WDW's surveillance system is on par with a Vegas casino.



True. It's the couple million you don't see that do the job.

You always hit the nail on the head!

 

[UncleMike101]

Actually WDW's surveillance system is on par with a Vegas casino.



True. It's the couple million you don't see that do the job.

The explanation given to me was that you could expect to be under surveillance at all times on WDW property.
Unless you're in a restroom stall in the parks or in your resort room and not in front of a window with the curtains opened.

 

[we"reofftoneverland]

Crazy that Disney would act like this over $20. Kind of scary, actually.

 

[gdrj]

Sounds like the front desk clerk pocketed $20.

I think you're unfortunately going to have to eat the $20 and chalk it up to a lesson learned. Never overpay anything with cash.

I doubt it was pocketed, just sounds like they screwed up.

 

[gdrj]

You could post a review on TripAdvisor etc.....

What good would that do? Is someone going to read 1 of 10,000 reviews of a Disney Resort and say "We wont go there the place sounds shady"

 

[Mackenzie Click-Mickelson]

What good would that do? Is someone going to read 1 of 10,000 reviews of a Disney Resort and say "We wont go there the place sounds shady"

It happens. Personally I usually go to the poor reviews first because I like to review if it's a reasonable poor review, unrealistic expectations, human error, etc.

In this case I could totally understand how $20 could get miscounted, etc. What would make me pause is the reaction Disney had to the $20.

 

[larissawbb]

What good would that do? Is someone going to read 1 of 10,000 reviews of a Disney Resort and say "We wont go there the place sounds shady"

Disney now has representives responding to reviews on TripAdvisor.