Reviews

A few friends and I used a travel agent to book the hotel, so we paid for the resort in full in advance of us arriving. We expected to pay for parking and the resort fee which was taken out at the time I checked into the hotel. The amount was $569.70. This was expected. What I did not expect was the extra $328.79 that my credit card notified me that was charged to my card without my authorization. I immediately went to the front counter thinking that the customer service desk would handle and correct the problem immediately. Well, I was wrong. I was told I did not know what I was doing and that he (custormer service person) does this every day. He told me I was yelling at him for no reason and I misunderstood what I saw on my bill until he actually looked at the bill and stopped telling me I did not see what I actually saw. He then apologized. At that point, my husband walked up who received much better reception than me. He apologized and offered my husband free water and told him he would correct it. He did not. After speaking to two managers, the issue still was not handled until two days later. One manager even told me to prove that the money that was taken off my card was needed by me to use in order to be given something for my inconvenience. This was still before the money was put back on my card. She also told me this happens all the time. She said, "Hotels keep money from customers all the time. It's not unusual." It's not until I put it in writing that I would contact the BBB and ********* Attorney General that I received an apology from a manager for the unauthorized use of my funds. I want other customers to know that if you stay at this *********************************************** club, you have the potential of this happening to you also.