Sign in

Polynesian Resort Hotel

Sharing is caring! Have something to share about Polynesian Resort Hotel? Use RevDex to write a review
Reviews Polynesian Resort Hotel

Polynesian Resort Hotel Reviews (1)

Review: My name is [redacted] and I checked into the Polynesian Hotel, room 252, on Saturday, November 15, 2014 and checked out the next day on Sunday. My room was reserved by [redacted], but when I checked into the hotel, I paid using my debit card and put that card on file to cover my room AND MY ROOM ONLY. I was with a larger group, a total of 5 rooms; 4 being booked, at least initially, under [redacted]. The check-in was a VERY long process, the hotel was under construction, and could definitely use some upgrades but at the rate I paid, I cannot complain too much about that.

My issue started Monday morning when I checked my bank account and realized that I was charged an additional $100 by the hotel. I right away called the hotel and asked why my card as charged, the lady at the front desk (I don’t recall her name, but she had a strong accent) right away knew I was calling. She immediately asked if I was in room 1XX (I cannot recall exactly, but it was on the first floor). I immediately said No. She reviewed and said that she didn’t see any additional charges on room, 252, so wasn’t sure what I was referring to. I immediately demanded to speak to someone else, since obviously my card was charged by them so someone had to tell me why. She then said, she figure out what happened, room 1XX was charged a fee for smoking in their room. At this point I became upset. I questioned how she could charge MY card that was only on file for MY room for “damage” to someone else’s room. I explained all the people we were with, paid separate at check in, and each gave their own card to hold for the room. She said she would have to review with the manager and have him call me back.

The manager called me back later that day at work, which I should mention is on a recorded line. I spoke with [redacted] and he was VERY very rude. He insisted that since I was [redacted] (which I had to explain several times that I was not) and that I reserved all the rooms, that I was responsible. I again explained to him that I was NOT [redacted] and I DID NOT reserve all the rooms. Further, everyone paid separately and put their OWN cards on file for the rooms. He stated he would have to review and call me back. When I asked for his contact information he told me he didn’t have a number or an Ext, to just call the hotel. I did not expect to be treated so rudely but a manager in the hospitality industry, that made a pretty big mistake, but I allowed him the time to investigate. He did call back and said that he reviewed the cameras and seen me pay for my room and then seen the gentleman on the room in question give a lady a card as well. He claimed that it could have been my card (even though I am telling him that it is not, and he can clearly see someone else given a card for that room) but still said the night auditor would have to look at the check in. At this time I became upset and asked what they were looking at, he said the whole check in process.

When he called a day or two later, he said that he checked the records and that my card was on file for the room on the first floor, again ON A RECORDED line. At this time, I was fed up. I explained to him that was not true and not possible at all. He seen me, a white female, pay from my room at one lady at the front desk, and put my card back in my purse. Then he saw a black male, give a totally different lady his card for his room. There is no way what he was saying was true. Knowing that he was trying to lie to me infuriated me. He tried to convince me that the system was unable to be tampered with and my card was on file so my card MUST have been given for that room. He said that the card’s last four digits matched for room 252 and the room on the first floor. I told him to check the records again; we had to fill out our life stories at check in and each gave our own cards. Myself and this gentleman even checked in with different ladies at the front desk. What was the point of all of the paperwork at check in, if they couldn’t get things organized with it? I suggested that may they need a new system and again, I explained to him that there was absolutely no way, no chance that my card was given to cover someone else’s room. Why would I be calling the hotel everyday telling them that it wasn’t? Why would I give my debit card to cover someone else’s room? [redacted] continued to be rude and continued to state my card was on file for that room, but said in the interest of hospitality would refund my money.

I took a few days to get my money back, but I did receive it back. So with that said, you are probably wondering the reason for this complaint. Well, first of all, I would expect a MANAGER at a hotel to be much more professional, much more attentive, and much more respectful. Initially he kept calling me [redacted], which made me upset – they didn’t even know whose card they were charging. He said all he can see is the last four digits, but yet, they felt comfortable charging my card for someone else’s room. And then he tried to cover his tracks by saying that it was my card on file for that room, but it absolutely was not and I discovered that there was proof a few days later.

MOST IMPORTANTLY, during Thanksgiving with the family, it came out that the Polynesian also tried to charge the gentleman’s card that WAS ACUTALLY ON FILE for that room. The attempt was made after I called the Hotel on that Monday (was rejected for lack of funds). According to [redacted], the hotel was not ever given this card -- according to him, my card was given by this gentleman to put on file for their room. So please, explain to me HOW HIS CARD WAS CHARGED, if it was never on file? Impossible. What I think happened is that they tried to run his card initially and it was declined so they continued to try all cards on file for these rooms, until they found one that went through. That just so happen to be my card.

I was at work during these conversations and everyone near me was asking what hotel I stayed at so they knew not to ever stay there when they went to the dells, and I gladly told them.

I am extremely upset with his handling of this claim and am totally disrespected by the blatant lies the manager of this hotel tried to feed me. He really tried to convince me, on a recorded line, that my card was on file for a room that had nothing to do with me; I didn’t reserve it, I didn’t pay for it, and I definitely didn’t agree to let my bank account be responsible for their room. My many attempts to explain to him that was not the case were met with rudeness and lies– just to find out that they did have the gentleman’s card on file – and tried to charge it after my dispute. This is ACH fraud, and very deceptive business practices.

I have the recorded phone calls with [redacted], proof from my bank, and from the other bank in question that these charges were all attempted. I look forward to their response to this very shady situation and the way the manager tried to cover it up. If no response is received, I will have no choice but to seek legal advice for an attorney.

As respectfully as possible, [redacted]Desired Settlement: I would like an apology from the manager [redacted] on the way he handled the situation and for being dishonest regarding the transactions.

I am also requesting accommodations from the hotel i.e. free hotel stay, WI Dells attractions, etc.

Business

Response:

I have reviewed Ms. [redacted] complaint. We are happy she has received the funds disputed and regret the hotel is still owed money but have accepted that as a cost of doing business. We are sorry she is unsatisfied but do not feel any other recompense is required. If anyone would like to discuss this further I can be reached at [redacted] Best regards [redacted]

Consumer

Response:

Check fields!

Write a review of Polynesian Resort Hotel

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by
adding a photo
Submit your review

Polynesian Resort Hotel Rating

Overall satisfaction rating

Add contact information for Polynesian Resort Hotel

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated