Kimpton charging for not-taken minibar items
Apr 16, 2014, 9:48 am
#1
Original Poster
Join Date: Jun 2000
Location: JFK > LGA >> EWR
Programs: AA EXP 1.2mm, Kimpton IC, Starwood Gold, Marriott Gold
Posts: 2,180
Kimpton charging for not-taken minibar items
On three of my last four stays at a Kimpton hotel, I've noticed a mysterious credit card charge for $5-12, and called to ask. They said that it's a charge for a minibar item.
Seriously? I have not taken any such items (and when I "raid the bar", I always tell them at checkout).
This points to a combination of problems:
The least they could do before charging my credit card would be to ask me whether I consumed item X.
Incredibly annoying, and seems to be part of a new trend. Anyone else?
Seriously? I have not taken any such items (and when I "raid the bar", I always tell them at checkout).
This points to a combination of problems:
- Poor inventory control -- items already missing before guests arrive
- Poor customer service -- no proactive notification of item found missing
The least they could do before charging my credit card would be to ask me whether I consumed item X.
Incredibly annoying, and seems to be part of a new trend. Anyone else?
Apr 16, 2014, 10:49 am
#2
Join Date: Mar 2013
Posts: 16
On three of my last four stays at a Kimpton hotel, I've noticed a mysterious credit card charge for $5-12, and called to ask. They said that it's a charge for a minibar item.
Seriously? I have not taken any such items (and when I "raid the bar", I always tell them at checkout).
This points to a combination of problems:
The least they could do before charging my credit card would be to ask me whether I consumed item X.
Incredibly annoying, and seems to be part of a new trend. Anyone else?
Seriously? I have not taken any such items (and when I "raid the bar", I always tell them at checkout).
This points to a combination of problems:
- Poor inventory control -- items already missing before guests arrive
- Poor customer service -- no proactive notification of item found missing
The least they could do before charging my credit card would be to ask me whether I consumed item X.
Incredibly annoying, and seems to be part of a new trend. Anyone else?
Did you ask for a refund?
Last edited by aqwe; Apr 16, 2014 at 11:44 am
Apr 16, 2014, 5:28 pm
#3
Original Poster
Join Date: Jun 2000
Location: JFK > LGA >> EWR
Programs: AA EXP 1.2mm, Kimpton IC, Starwood Gold, Marriott Gold
Posts: 2,180
Yes. If I call and ask for a refund, they give me a refund.
But the point is that I shouldn't have to examine my credit card statements in order to not get ripped off. If they're going to charge my credit card for allegedly purchased minibar items, they should call or email me first to check whether I actually consumed those items.
But the point is that I shouldn't have to examine my credit card statements in order to not get ripped off. If they're going to charge my credit card for allegedly purchased minibar items, they should call or email me first to check whether I actually consumed those items.
Apr 17, 2014, 7:47 am
#4
Join Date: Nov 2013
Posts: 59
Kimpton charging for not-taken minibar items
This has happened to me a few times recently as well. Has been rectified pretty quickly with a phone call or email, but still kind of a pain after what is usually a great stay.
Apr 17, 2014, 1:17 pm
#5
Company Representative - Kimpton Hotels and Restaurants
Join Date: Mar 2012
Location: San Francisco, CA
Programs: Kimpton Karma Rewards
Posts: 92
Hi Everyone,
You're right - this is a pain, and not one you should have to deal with on a regular basis. I promise we'll put more training around this issue in the future and, in the meantime, apologies for the frustration.
You're right - this is a pain, and not one you should have to deal with on a regular basis. I promise we'll put more training around this issue in the future and, in the meantime, apologies for the frustration.
Apr 17, 2014, 8:21 pm
#6
Original Poster
Join Date: Jun 2000
Location: JFK > LGA >> EWR
Programs: AA EXP 1.2mm, Kimpton IC, Starwood Gold, Marriott Gold
Posts: 2,180
May 2, 2014, 10:16 pm
#7
Join Date: Mar 2011
Programs: AA Platinum Pro, Hilton Diamond, Hyatt Exploralist, Marriot Silver
Posts: 2,065
It's hard to get upset at Kimpton because in general the staff works very hard to fix any problems and they try their best. Customer service is certainly a strength. In the end, however, these types of human errors reflect poorly as very amateurish. I've never been charged revenue prices for an award night by Hyatt, Hilton, Marriott, or Club Carlson. Kimpton was the first to ever make that mistake in my travels.
May 3, 2014, 5:10 pm
#8
Join Date: Jun 2006
Location: between Albuquerque and Santa Fe
Programs: Kimpton Inner Circle; IHG Spire elite; Marriott & SPG Gold, r
Posts: 838
Am I the only one that looks at their bill before they check out to be sure the charges are correct?
I did have an issue at Amara in Sedona. Several charges from the Spa appeared on our room bill. It did take a couple of tries for it all to be sorted out, but it was done with a few phone calls. It was a PITA at the time, but if that is the worst thing that happens to me while traveling...I am pretty ok with it.
I did note this past trip to The Monaco in Denver; I was charged for the mini bar items with tax and then the items were credited, but the sales tax remained for those items. It was all of $.80 but I didn't think that I had seen that before.
I did have an issue at Amara in Sedona. Several charges from the Spa appeared on our room bill. It did take a couple of tries for it all to be sorted out, but it was done with a few phone calls. It was a PITA at the time, but if that is the worst thing that happens to me while traveling...I am pretty ok with it.
I did note this past trip to The Monaco in Denver; I was charged for the mini bar items with tax and then the items were credited, but the sales tax remained for those items. It was all of $.80 but I didn't think that I had seen that before.
May 3, 2014, 5:13 pm
#9
Original Poster
Join Date: Jun 2000
Location: JFK > LGA >> EWR
Programs: AA EXP 1.2mm, Kimpton IC, Starwood Gold, Marriott Gold
Posts: 2,180
The problem is that in this case the charges aren't on the final bill. Housekeeping "discovers" that items were "taken" and then they just silently charge your credit card a day or two after checkout, without asking. And the only way you'll ever notice is if you're in the habit of checking your credit card bill. (Many people aren't.)
May 4, 2014, 7:27 am
#10
Join Date: Jun 2006
Location: between Albuquerque and Santa Fe
Programs: Kimpton Inner Circle; IHG Spire elite; Marriott & SPG Gold, r
Posts: 838
Got it. Thanks. And I do.
May 4, 2014, 7:49 am
#11
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
Way too much time spent on this. When you find Kimpton scamming you like this (and this is a scam because it happens often):
1. Send in a webform complaint, asking for the refund to be issued immediately.
2. Wait a few days.
3. If the credit does not show up, dispute the scam mini-bar charge through your CC, noting expressly that you did not take the item(s) and that the charges were added after you left.
This reduces your time and increases Kimpton's processing time. Processing time costs Kimpton money and will lead to an end to this much better than a post on FT.
1. Send in a webform complaint, asking for the refund to be issued immediately.
2. Wait a few days.
3. If the credit does not show up, dispute the scam mini-bar charge through your CC, noting expressly that you did not take the item(s) and that the charges were added after you left.
This reduces your time and increases Kimpton's processing time. Processing time costs Kimpton money and will lead to an end to this much better than a post on FT.
May 5, 2014, 4:23 pm
#12
Join Date: Feb 2014
Location: San Francisco Bay Area
Programs: AS MVPG; WN CP; Kimpton Inner Circle
Posts: 38
This is odd - it has never happened to me.
Maybe it's because I always us my coupon and tell them what I took for the road on my last day.
Maybe it's because I always us my coupon and tell them what I took for the road on my last day.
May 5, 2014, 8:06 pm
#13
Original Poster
Join Date: Jun 2000
Location: JFK > LGA >> EWR
Programs: AA EXP 1.2mm, Kimpton IC, Starwood Gold, Marriott Gold
Posts: 2,180
May 12, 2014, 7:39 pm
#14
Join Date: May 2007
Location: Dallas, TX
Programs: WN A-list Preferred and CP, AA EXP, Hilton Diamond, RIP Kimpton
Posts: 853
Kimpton charging for not-taken minibar items
Glad I saw this thread. Just found that the Sir Francis Drake charged my card an extra $17.40 for minibar items from a recent stay. All I had was the obligatory bottle of vodka for the road with my $10 raid the minibar which was credited off my bill at check out.
Time for a phone call... (Sigh)
Time for a phone call... (Sigh)
May 13, 2014, 11:33 am
#15
Join Date: Jul 2005
Programs: Alaska MVP Gold, Costco Executive Member, Safeway Club Card
Posts: 289
Even with this annoyance my LOVE for the Kimpton is still strong!
The OP (SJC AA) has it right:
I have found spoiled leftovers still in the fridge from a previous guest (I assume this means that the inventory was not checked.) With dozens of variously shaped items in the minibar offering/basket I totally understand how mistakes can happen.
Some method of notification of the charge would be great. (Along with online printing of folios.)
I just ran the numbers and this happens to me on 6% of my stays.
The OP (SJC AA) has it right:
This points to a combination of problems:
Poor inventory control -- items already missing before guests arrive
Poor customer service -- no proactive notification of item found missing
Poor inventory control -- items already missing before guests arrive
Poor customer service -- no proactive notification of item found missing
I have found spoiled leftovers still in the fridge from a previous guest (I assume this means that the inventory was not checked.) With dozens of variously shaped items in the minibar offering/basket I totally understand how mistakes can happen.
Some method of notification of the charge would be great. (Along with online printing of folios.)
I just ran the numbers and this happens to me on 6% of my stays.