The Scottsdale Plaza Resort

As the Director of Rooms I took a guest call on the day of Monday November 30th from a [redacted].  Ms. Baker was inquiring about charges madeot her card in the amount of $1000.00.  I researched the guest folio listed under [redacted] and found that there was an...

initial authorization for room/tax and icidentals of $289.74 on November 28th.  An additional authorization was taken in the amount of $15.14 on the night of the 28th due to spending.  Upon checkout the guest was charged only a total of $204.84 which should have been taken out of the authorization and not an additional charge.  Finally on the November 30th a charge for linen damages due to the required discard for bodily fluids was assessed for $333.14.    Unfortunately during our initial conversation the phone call was terminated.  I have contact Ms. [redacted]s husband, [redacted], and I was asked to contact him today in regards to the linen damages at 3:30pm.  I would like to first ensure that the total charges to the CC was $535.98 and then speak to Mr. [redacted] about the damages in more detail when he is availabel to speak to me.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. We have arranged for a smaller amount to be charged for the incident.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

As the Director of Rooms I took a guest call on the day of Monday November 30th from a [redacted].  Ms. Baker was inquiring about charges madeot her card in the amount of $1000.00.  I researched the guest folio listed under [redacted] and found that there was an...

initial authorization for room/tax and icidentals of $289.74 on November 28th.  An additional authorization was taken in the amount of $15.14 on the night of the 28th due to spending.  Upon checkout the guest was charged only a total of $204.84 which should have been taken out of the authorization and not an additional charge.  Finally on the November 30th a charge for linen damages due to the required discard for bodily fluids was assessed for $333.14.    Unfortunately during our initial conversation the phone call was terminated.  I have contact Ms. [redacted]s husband, [redacted], and I was asked to contact him today in regards to the linen damages at 3:30pm.  I would like to first ensure that the total charges to the CC was $535.98 and then speak to Mr. [redacted] about the damages in more detail when he is availabel to speak to me.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. We have arranged for a smaller amount to be charged for the incident.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The response by the Hotel management is inaccurate. I was never told that I would be billed for the entire room for 3 nights stay. At check-in I was told I would be billed $60 a day for incidentals, which I signed a paper to authorize. I never authorized any bills or signed any paperwork for the second room; as I expressed in my complaint that I did not stay in that room, the room was in someone else’s name, and I  had nothing to do with that reservation. When I went to the front desk on January 3rd, after my checking account was billed $954 ($477 x 2), the front desk clerk (**) showed me the form I had signed and it only stated I would be billed $60 a day for 3 days (total of $180). He then told me that I should have been told by the clerk when I checked in. I told him I was not informed of this or why would I be at the front desk now inquiring about the charges? He said he spoke to the young lady who checked me in and she could not remember if she had told me or not. I then provided him with the prepaid debit cards that were provided by the conference host to pay for the room and he said he would contact my bank to request a release of the funds. I informed him that my bank had charged me overdraft fees and I wanted those fees refunded to me because I would have never used my personal debit card if I would have knew it was going to be charged for $954. I did authorize the $180 ($60 a day for incidental), however that was all I authorized and he had the contract to prove that was all I authorized. I requested to speak to the manager and ** said the manager would contact me. I was never contacted by the manager until January 24th; long after my stay with the resort. I was told by him that he was never informed that I would like to speak to a manager during my stay. He offered me a free stay at his resort, however I explained to him I want to be reimbursed for the fees my bank charged me for the overdraft fees that his resort caused for me by billing my debit card for $954. I explained I was not responsible for the second room, my name was not on the reservation, and I was NEVER informed that my card would be billed for this amount of money. I told him I authorized my card to be billed for $180 ($60 for 3 days of incidentals) and that was all I authorized. He refused to refund me my bank fees and I told him I would pursue my Revdex.com complaint.

[redacted]:
Thank you for your telephone call yesterday regarding the above-captioned complaint.   This correspondence will serve as The Scottsdale Plaza Resort's response to the complaint submitted to the Revdex.com by...

[redacted].
Ms. [redacted] checked in at the front desk of The Scottsdale Plaza Resort on January 2, 2014.  At the time of check-in she presented her debit card.   Ms. [redacted] was advised that we would need to obtain authorization on her card for the amount of her 3-night visit in the amount of
$297, which she authorized.   Ms. [redacted] also agreed for us to  obtain an authorization for
incidentals in the amount of $180 for a total of $477.   She also guaranteed another guest's room with her debit card for which we obtained another authorization from her bank.
On January 3, 2014, Ms. [redacted] approached the front desk explaining that she checked her bank account and realized there was pre-authorizations pending close to $1,000.  At that time she presented $297 worth of pre-paid debit and released that amount back to her.  Had she presented the pre-paid debit cards at check-in, there would have been no issue. Once we release funds those funds are no longer ours or being held by us.  However, it was her issuing bank that held on to the charge.  Interviews were conducted with our front desk staff and they indicated that  the  pre-authorization was explained to  her, and at no time  did she raise an objection. Further it is standard practice for hotels to obtain pre-authorization for room rate and incidentals.
It has been confirmed to me by Ms. [redacted] during our conversation on January 27, 2014 that her issuing bank has released all pre-authorized funds.
Sincerely,
The Scottsadle Plaza Resort 
[redacted] 
Senior Vice President/Chief Financial Officer