Has anyone ever booked a room through member services, points only...not cash...and then ended up with the room being charged to their credit card and points?
When I checked in at BCV I was told our room was ready, but there was a problem in the computer. After a few minutes the cm gave us a key to get into the room and said we could get settled in and they would call when the room keys were ready. I gave him my credit card so he could add tickets to my grandkids keys, he entered the info and gave the card back and off we went...very happy and confident that whatever the issue was, it would be fixed. Just as we finished unpacking, we received a phone call that the keys were ready, so we went down to get them. I asked the cm if the tickets were on them for the grandkids, since it was someone different than who I talked to before. She checked, they weren't, so she added them. She made a comment to another cm about something being wrong, the other cm asked if we were changing rooms and I jokingly replied "I hope not, we just unpacked!" She gave me back the keys and said we were all set. We were happy as could be and set out to play at SAB.
The next morning there was a message on the phone from the cm saying she hoped the grandkids enjoyed their day at MK! That was so nice of her. We headed off to MK, had fun, then came back around 3 for the kids to nap. There was another message, this one said "we have your credit card on file, but need you to stop by and sign for the room charges and taxes!" This concerned me greatly...since as I mentioned this was a DVC points stay...points only as every DVC stay I have ever had has been. The points had been subtracted months earlier and there should be no charges to the card for anything but the tickets. I went immediately to the front desk, said who I was and why I was there. I was very calm and pleasant. I said there should be no charges for the room, as it was DVC points. The cm said for some reason we had 2 ressies, one cash and one DVC...no idea at all how that happened...I had nothing to do with it. She said she would make a note that my credit card was not to be charged and someone would fix it. I was satisfied the problem would be resolved and thanked her. The next morning there was another message..."call the front desk as soon as you get this message." I called, the cm said she didn't know why I had recieved the message...she put me on hold then came back and told me "they are still working on the problem and just wanted you to know that noone would be calling about it while they continue to work on it"...weird I thought, but ok. I went off with my family and tried not to think about it and mostly I didn't. After all, I had been told they would not charge my card, and why would they? I had "paid" with my DVC points!
The next morning I didn't have any messages, but just to make sure it had been resolved I called the front desk and was told "there are no charges pending on your room". I thanked her and said "now I can relax!" About 20 minutes later it hit me. That did not mean they hadn't charged my card. As a matter of fact, it could me they did! So I called Disney Visa and sure enough, my card had been charged for the room! I was in tears...I had dealt with this issue everyday and I had not created this problem in anyway. I was patient and confident that Disney would resolve it (a CM is a Disney representative, and I had spoken with about 6 all together, so I feel ok writing this). Now I didn't have enough open on my card to pay for a hotel and emergency incidentals on the trip home. I went to the front desk and very discreetly and quietly asked to speak to a manager in private...I didn't want anyone to see my tears or witness this very unmagical experience. I quietly explained to the manager what had happened and he took my credit card #, cell # and DVC member# and said he would call me when he knew something. He also apologized. About 20 minutes later he called and said he didn't think he could get the charges credited before we left the next day, so he would pay out the charges and I would have the cash if needed. And whatever I didn't need I would mail back to Disney Visa myself. I agreed at this point that would help make sure we had funds available for the trip home if needed. I went back to the BCV front desk, got the money and thanked them for helping to finally resolve the issue.
I have no idea how this happened, but I sure don't want to give them my credit card number anymore! And you know what, other than the manager saying "so you have dealt with this everyday, I'm sorry", nothing. At first all I wanted was for the problem to be fixed, but as I think about it too much of my vacation time was spent dealing with this. I'm going to say it, so here goes my flame proof suit...I think compensation of some sort should have been offered. Not just giving my money back that should never have been charged in the first place...but how about a meal voucher or something. Oh yeah, and we didn't get our trash and towel service on day 4 or any housekeeping services at all. OK...what do you think? Has it ever happened to you? How was it resolved?
Lori
When I checked in at BCV I was told our room was ready, but there was a problem in the computer. After a few minutes the cm gave us a key to get into the room and said we could get settled in and they would call when the room keys were ready. I gave him my credit card so he could add tickets to my grandkids keys, he entered the info and gave the card back and off we went...very happy and confident that whatever the issue was, it would be fixed. Just as we finished unpacking, we received a phone call that the keys were ready, so we went down to get them. I asked the cm if the tickets were on them for the grandkids, since it was someone different than who I talked to before. She checked, they weren't, so she added them. She made a comment to another cm about something being wrong, the other cm asked if we were changing rooms and I jokingly replied "I hope not, we just unpacked!" She gave me back the keys and said we were all set. We were happy as could be and set out to play at SAB.
The next morning there was a message on the phone from the cm saying she hoped the grandkids enjoyed their day at MK! That was so nice of her. We headed off to MK, had fun, then came back around 3 for the kids to nap. There was another message, this one said "we have your credit card on file, but need you to stop by and sign for the room charges and taxes!" This concerned me greatly...since as I mentioned this was a DVC points stay...points only as every DVC stay I have ever had has been. The points had been subtracted months earlier and there should be no charges to the card for anything but the tickets. I went immediately to the front desk, said who I was and why I was there. I was very calm and pleasant. I said there should be no charges for the room, as it was DVC points. The cm said for some reason we had 2 ressies, one cash and one DVC...no idea at all how that happened...I had nothing to do with it. She said she would make a note that my credit card was not to be charged and someone would fix it. I was satisfied the problem would be resolved and thanked her. The next morning there was another message..."call the front desk as soon as you get this message." I called, the cm said she didn't know why I had recieved the message...she put me on hold then came back and told me "they are still working on the problem and just wanted you to know that noone would be calling about it while they continue to work on it"...weird I thought, but ok. I went off with my family and tried not to think about it and mostly I didn't. After all, I had been told they would not charge my card, and why would they? I had "paid" with my DVC points!
The next morning I didn't have any messages, but just to make sure it had been resolved I called the front desk and was told "there are no charges pending on your room". I thanked her and said "now I can relax!" About 20 minutes later it hit me. That did not mean they hadn't charged my card. As a matter of fact, it could me they did! So I called Disney Visa and sure enough, my card had been charged for the room! I was in tears...I had dealt with this issue everyday and I had not created this problem in anyway. I was patient and confident that Disney would resolve it (a CM is a Disney representative, and I had spoken with about 6 all together, so I feel ok writing this). Now I didn't have enough open on my card to pay for a hotel and emergency incidentals on the trip home. I went to the front desk and very discreetly and quietly asked to speak to a manager in private...I didn't want anyone to see my tears or witness this very unmagical experience. I quietly explained to the manager what had happened and he took my credit card #, cell # and DVC member# and said he would call me when he knew something. He also apologized. About 20 minutes later he called and said he didn't think he could get the charges credited before we left the next day, so he would pay out the charges and I would have the cash if needed. And whatever I didn't need I would mail back to Disney Visa myself. I agreed at this point that would help make sure we had funds available for the trip home if needed. I went back to the BCV front desk, got the money and thanked them for helping to finally resolve the issue.
I have no idea how this happened, but I sure don't want to give them my credit card number anymore! And you know what, other than the manager saying "so you have dealt with this everyday, I'm sorry", nothing. At first all I wanted was for the problem to be fixed, but as I think about it too much of my vacation time was spent dealing with this. I'm going to say it, so here goes my flame proof suit...I think compensation of some sort should have been offered. Not just giving my money back that should never have been charged in the first place...but how about a meal voucher or something. Oh yeah, and we didn't get our trash and towel service on day 4 or any housekeeping services at all. OK...what do you think? Has it ever happened to you? How was it resolved?
Lori