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

[Rangers67]

We stayed at CS last week. I paid off my account in cash and purposely left myself a credit to cover my last day. I counted out the $, the CM at the front desk counted out the $, she was unsure and counted again. I confirmed with her that the amount was correct and she applied it to the account. I checked the app and all was in order. Upon reviewing my account after check out, I noticed that they deducted $20 from my credit. I emailed about this and they are saying that a mistake was made and I paid $20 less than I and the CM at the front desk thought, so they corrected the error by taking the $20. Their response is that I should trust that they were correcting an error. What do you think about this? My take is that at the very least they should have contacted me and explained how they know an error was made before taking the money. At this point they are still not exaplaining how they know an error was made and are saying that i can trust that its correct.

 

[starry_solo]

You have a receipt for the charges to the room and your payment right? Send it to them and ask them where the error is.

 

[Shanti]

We stayed at CS last week. I paid off my account in cash and purposely left myself a credit to cover my last day. I counted out the $, the CM at the front desk counted out the $, she was unsure and counted again. I confirmed with her that the amount was correct and she applied it to the account. I checked the app and all was in order. Upon reviewing my account after check out, I noticed that they deducted $20 from my credit. I emailed about this and they are saying that a mistake was made and I paid $20 less than I and the CM at the front desk thought, so they corrected the error by taking the $20. Their response is that I should trust that they were correcting an error. What do you think about this? My take is that at the very least they should have contacted me and explained how they know an error was made before taking the money. At this point they are still not exaplaining how they know an error was made and are saying that i can trust that its correct.

I hope you have a hard copy receipt of your check-out payment. You can use that to contest what they're saying. If you have no documentation, you might be SOL here.

 

[Rangers67]

Yes, they are saying both I and the front desk CM miscounted the cash I paid so they added $20 to my account to get the money back.

 

[WorldWalker18]

As much as I would prefer to use cash more often and credit cards less, at least there is a paper trail with a card. I understand your frustration. Did you get a receipt for the cash you handed over? If so, they should be the ones writing off the difference. Good luck getting it resolved.

 

[Rangers67]

I think I paid $600, the front desk CM applied $600 to my account. They later added a $20 charge and now that I’m questioning it, they are saying I paid $580 not $600 so they had to add a $20 charge to correct. I think this is pretty shady. And I’m surprised by their attitude that they can make a correction like this without talking to me about It. If there was in fact a mistake (seems unlikely we both miscounted), then I think it’s on them to write it off. It’s only $20 but I’m really surprised they think this is an ok business practice. As far as I’m concerned I have a receipt showing I paid $600.

 

[Ben E N]

Yeah if they said you paid $600 and the charges were $600 I would say they are SOL. The $20 extra charge was not agreed upon by you, and they have a statement credit showing that you paid all the money that you did agree to, even if the CM miscounted it and misentered it. Can't you tell them to just shove off? You didn't sign for that extra $20 charge.

 

[BK2014]

I would consider disputing the charge through your credit card company. How can someone who was not there to count the cash now know that both you and the CM mis-counted? How do they know it wasn't another cash transaction that left the CM's drawer short by $20, if that is what happened?

 

[WorldWalker18]

I think I paid $600, the front desk CM applied $600 to my account. They later added a $20 charge and now that I’m questioning it, they are saying I paid $580 not $600 so they had to add a $20 charge to correct. I think this is pretty shady. And I’m surprised by their attitude that they can make a correction like this without talking to me about It. If there was in fact a mistake (seems unlikely we both miscounted), then I think it’s on them to write it off. It’s only $20 but I’m really surprised they think this is an ok business practice. As far as I’m concerned I have a receipt showing I paid $600.

If their agent made a mistake, it’s their loss.

 

[Rangers67]

I’d love to but they helped themselves to the money. They have it already. I didn’t see it until after they settled the account. I have asked for the money back and their response is trust us there was an error. I responded asking for an explanation as to how they know an error was made and also questioning their business practice of helping themselves to my money without my knowledge. Will see what they say. Thank God it’s only $20 and not $100.

 

[DLgal]

I’d love to but they helped themselves to the money. They have it already. I didn’t see it until after they settled the account. I have asked for the money back and their response is trust us there was an error. I responded asking for an explanation as to how they know an error was made and also questioning their business practice of helping themselves to my money without my knowledge. Will see what they say. Thank God it’s only $20 and not $100.

Did it get charged to a credit card? If so, simply open up a dispute with your card company. Tell them it was an unauthorized charge.

 

[marcyleecorgan]

I would be contacting your credit card company with that kind of response...

 

[tink1957]

Th

I would be contacting your credit card company with that kind of response...

The OP has stated repeatedly that he paid in cash.

 

[bigbabyblues]

Did you get a receipt showing the amount paid?

 

[gdrj]

I’d love to but they helped themselves to the money. They have it already. I didn’t see it until after they settled the account. I have asked for the money back and their response is trust us there was an error. I responded asking for an explanation as to how they know an error was made and also questioning their business practice of helping themselves to my money without my knowledge. Will see what they say. Thank God it’s only $20 and not $100.

At the time it occurred I would have ask for the supervisor and if they weren’t willing to help ask for their supervisor. Definitely call guest services or email. I have to think what they did is against policy.

 

[Jadyreen1282]

Had this happen in Vegas. Wont use cash again at a hotel. Not helpful but there it is.

 

[DLgal]

Th

The OP has stated repeatedly that he paid in cash.

But the OP also said they "helped themselves to the money" ($20) so presumably, it was charged to a credit card on file. How else would they get it? I'm guessing they didn't reach into her wallet...

 

[Rangers67]

But the OP also said they "helped themselves to the money" ($20) so presumably, it was charged to a credit card on file. How else would they get it? I'm guessing they didn't reach into her wallet...

I purposely overpaid the account so that I would have a credit to spend on my last day. They cashed out $20 of the credit to themselves.

 

[DISNEYSQUIRRELS]

We stayed at CS last week. I paid off my account in cash and purposely left myself a credit to cover my last day. I counted out the $, the CM at the front desk counted out the $, she was unsure and counted again. I confirmed with her that the amount was correct and she applied it to the account. I checked the app and all was in order. Upon reviewing my account after check out, I noticed that they deducted $20 from my credit. I emailed about this and they are saying that a mistake was made and I paid $20 less than I and the CM at the front desk thought, so they corrected the error by taking the $20. Their response is that I should trust that they were correcting an error. What do you think about this? My take is that at the very least they should have contacted me and explained how they know an error was made before taking the money. At this point they are still not exaplaining how they know an error was made and are saying that i can trust that its correct.

Ask for a complete reconciliation of this transaction & your account, including a review of the video surveillance camera that is on the cashier at the desk.

 

[DLgal]

I purposely overpaid the account so that I would have a credit to spend on my last day. They cashed out $20 of the credit to themselves.

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.