Surf & Sand Hotel

Review: My mother and I went on a vacation for the first time in 11-12 years. I chose to pay for the entire trip and hoped that it would be a blessing to my mom and so we could spend quality time together. When booking this hotel they told me they would only charge me the first nights stay and then charge me the remaining balance when we checked out. I made sure that this was the case and they were not going to charge me anything for incidentals and to let me know what the possible refundable damage deposit would be. The woman on the phone told me the refundable damage deposit would hold $200 on my card. After checking into the hotel they swiped my card and we were able to go to our room. The next day I looked at my credit card history and I had an extra $500 hold. My mother and I spoke with the front desk and they told us that the $500 would be released that day and they would stop any further charges/holds until we checked out of our room. They did not release the $500 and each day there was a new hold on my card ranging from $200 to $1000. This also caused my credit card company to put my card on a fraud alert because they attempted to charge me $2000 (which is more than our entire stay) multiple times but was denied Because of this, my mother and I spent an extreme amount of time and stress trying to have them fix it, they informed us multiple times it was fixed but was not. We were planning on going to DisneyLand for two days but because of these issues we were only able to go one day. All of this extremely upset me because we spend more than 70% of our vacation struggling with this. We were staying at this hotel to unwind and relax when it only brought more stress on us and we did not have the opportunity to fully enjoy the time spent there.Desired Settlement: I would like a full refund from my mother and I's stay at this hotel since it brought us more stress than relaxation. We were not able to go to multiple places because of us needing to talk to the front desk and being on the phone for hours on end. Even after checking out of the hotel we still spent our entire last day in California back and forth on the phone to try and have it fixed. The financial director informed me multiple times that she would talk to my credit card company to release all of the holds. When I spoke to the credit card company they informed me that the same financial director refused to grant them to release the holds which contradicts what was told to me prior.

Business

Response:

September 30, 2015[redacted] Revdex.com 4747 Viewridge Avenue, #200 San Diego, CA 92123-1688Re[redacted] – ID# [redacted]Dear Ms. [redacted]:I am in response to Ms. [redacted]s complaint regarding the subject ID number.We sincerely regret that there was miscommunication and misinterpretation of Ms. [redacted]s stay at Surf & Sand Resort from 08-23-15 to departure on 08-28-15. Ms. [redacted] was booked at a special “End of Summer" offer of $299 plus tax per day, which included valet parking fee and resort fee.Upon listening to our recorded phone call with Ms. [redacted] at the time of booking, she was informed that there would be a one night's room fee and tax deposit held. We attempted to authorize her credit card throughout her stay; however, it continued to be declined. Upon check out on 08-28-15, her [redacted] was finally charged $500.00, $340.00, $200.00, and $302.76 respectively, for a total of $1,678.45 - the amount of her entire stay, inclusive of all fees.Again, our apologies that there was misunderstanding and the guests were not able to fully enjoy their stay. Please contact me directly for any further assistance.[redacted] E. [redacted]Director of Rooms Surf & Sand Resort