Knights Inn Hilliard

This is an issue that arises when people either do not heed the 8 ½ x 11 sign at the desk terminal, or the 4 x 6 sign attached directly to the credit card terminal, that we do not accept pre-paid cards. The issue, as is clearly spelled out on the signs, is that pre-paid cards do not work with hotel... systems. After speaking with this young woman, I explained to her that I would examine the system to look for any errors. During check in, at any major hotel chain, a charge is placed on the guest’s card for the amount of the stay. An authorization is placed on the card for incidentals and damages. This authorization is released upon check out. On a traditional credit card, or traditional bank issued debit card (although a debit card can take from 3 to 7 days depending on the issuer -also on the sign-), this authorization is released by our system at check out. On the odd chance that the authorization had hung, I examined our Wyndham PMS, our processor interface, Elavon, and also our CC deposits and batch records. The authorization had been released. As a secondary measure, as the young woman was very upset, and I wanted to be absolutely certain we were not at fault, I had Wyndham tech support review the logs in Wynguest, I called Elavon and had them audit Fusebox (processor interface). I then told the young woman, as I had been told, that the authorization had in fact been released. At this point the young woman was demanding to speak to someone at our corporate office. I referred her to Wyndham Customer Care, and gave her the number. She then called customer care, who proceded to audit Wynguest, and Elavon, and then inform the young woman that in fact the authorization had been released. I received the logs from the three phone calls in and return phone calls from Customer Care. Customer Care asked her to fax or forward her statement as they could find no authorization in our system. According to customer care transcripts they reviewed her statement and found that her bank was holding money under “pending” and had not yet released it. This was explained to her.Had this been a bank or credit union I may have, no guaranty it would work, been able to talk with their processing department. However, pre-paid “pay cards” are not exactly friendly with merchants. The issue is with her pay card companies policies and their intransigence in changing their policy for this young woman. I’m not certain what else could possibly be done. This young woman was treated with respect, and we have gone above and beyond at both the local and corporate level. I cannot force her pay card provider to change its policy, but I would highly advise her to consider using a more traditional method of banking, and / or, a nice credit union.

This is an issue that arises when people either do not heed the 8 ½ x 11 sign at the desk terminal, or the 4 x 6 sign attached directly to the credit card terminal, that we do not accept pre-paid cards. The issue, as is clearly spelled out on the signs, is that pre-paid cards do not work with hotel...

systems. After speaking with this young woman, I explained to her that I would examine the system to look for any errors. During check in, at any major hotel chain, a charge is placed on the guest’s card for the amount of the stay. An authorization is placed on the card for incidentals and damages. This authorization is released upon check out. On a traditional credit card, or traditional bank issued debit card (although a debit card can take from 3 to 7 days depending on the issuer -also on the sign-), this authorization is released by our system at check out. On the odd chance that the authorization had hung, I examined our Wyndham PMS, our processor interface, Elavon, and also our CC deposits and batch records. The authorization had been released. As a secondary measure, as the young woman was very upset, and I wanted to be absolutely certain we were not at fault, I had Wyndham tech support review the logs in Wynguest, I called Elavon and had them audit Fusebox (processor interface). I then told the young woman, as I had been told, that the authorization had in fact been released. At this point the young woman was demanding to speak to someone at our corporate office. I referred her to Wyndham Customer Care, and gave her the number. She then called customer care, who proceded to audit Wynguest, and Elavon, and then inform the young woman that in fact the authorization had been released. I received the logs from the three phone calls in and return phone calls from Customer Care. Customer Care asked her to fax or forward her statement as they could find no authorization in our system. According to customer care transcripts they reviewed her statement and found that her bank was holding money under “pending” and had not yet released it. This was explained to her.Had this been a bank or credit union I may have, no guaranty it would work, been able to talk with their processing department. However, pre-paid “pay cards” are not exactly friendly with merchants. The issue is with her pay card companies policies and their intransigence in changing their policy for this young woman. I’m not certain what else could possibly be done. This young woman was treated with respect, and we have gone above and beyond at both the local and corporate level. I cannot force her pay card provider to change its policy, but I would highly advise her to consider using a more traditional method of banking, and / or, a nice credit union.