Misbehavior by Westgate Hotel manager: what to write to Central
 

Hi! On March 23 I bought from RoomerTravel the 2bdr suite advertised for $500 all-taxes-included for April 5-10 at one of Westgate hotels in Orlando (Westgate claims to be world's largest timeshare Co.)

So on April 5 I show up earlier than check-in time, and registration can't find my name. They direct me to relax by the pool while they sort it out. Half-hour later, I'm told my suite is ready! They have me cross out Ms.X information on pre-printed check-in card, and write my own over it. They staple my RoomerTravel confirmation of full $500 payment. They take my Mastercard# for incidentals, and invite me to enjoy my stay!

Stay was great: I passed by the desk daily getting towels, coffee filters, basketball, supplies. Desk knew me. At April 10th early check-out, I hand in my keys - and told "you are all checked out, have a safe trip home". Just in case, I ask for a printout and head to parking. Slaaaaaam: I see total of $712 charged to my MasterCard as of April 5 (and broken down lower as daily stays+taxes+fees). I return to desk: my stay was fully prepaid! They run upstairs and return an hour later:
1. RoomerTravel went thru booking.com to get my suite (because booking.com has fee-inclusion with us)
2. Neither of them paid us
3. Roomer doesn't pay us when you pay them (March 23 in my case)
4. Ms.X (who I never heard about) did show up and stay at the resort.
5. Manager who charged my card is not in this Friday. I can reach him when he's in, but I'm rather advised to deal on this with RoomerTravel because they are the one who have my money/owe me money.
6. No comment on how come my MasterCard was charged shortly after checkin without EVER informing me of any issue whatsoever

I was already delayed to beat the traffic (I was driving a nice group back from Orlando to NYC). On Sunday, I email Roomer with my bad news, asking for callback. Caller says Hotel erred, as my stay was pre-paid. Next day, Roomer supervisor calls to tell me he is personally on the case, and I'll get my $712 in likely 48 hours.

No further explanations ever provided, and I'm quite worried. After a few more back and forth short queries with Roomer, and almost two weeks later - I'm told Westgate finally paid. After a couple of days, I see $712 back at my bank.

So Westgate finally deposited back to my bank the $712 their rogue property manager secretly charged my card on file at the beginning of my April 5-10 stay. My money was missing from April 5 to April 23, with no explanation yet. (I fully prepaid Roomer $500 for this stay on March 23, confirmation of which was stapled to my check-in card). What shall I write to Westgate's central now? (I'm counting on reparation in the form of certificate)

So this mastercard you're speaking of was a debit card?

Yes I think you should contact Westgate corporate about this. Firstly, you should mention the way you were checked in as it seems rather abnormal with crossing out someone else's name after not being able to find you in the first place. Secondly is the point that as they discovered they weren't being paid someone should have contacted you about the error to resolve it before checkout. Thirdly It's ...... customer service to just bill a credit card and hand a receipt without an explanation.
This sounds like a breakdown in a communication between roomtraveler/booking & Westgate and both parties hold some fault.

OP had another thread explaining this situation in more detail IIRC.

My original thread focused on Roomer, as a young and unproven player. Roomer eventually did get Westgate to return my money, so I have no beef with Roomer. But this action by Westgate manager seems bordering on criminal, doesn't it? To never inform guest...It's easy to be somewhat dismissive of what I suffered (now), since the $712 is returned. But every day that it was NOT, I couldn't be sure of the result...

what is bordering on criminal? you gave them a piece of paper that said you had paid, but they in fact had never received payment. as far as they knew, you could have just made up a fake receipt. you gave them a card to cover expenses, which would presumably include the cost of the room.

with that being said, they should have contacted you earlier to sort it all out. on the positive side, it seems like the front desk staff tried to get you to enjoying your vacation while they sorted it out. this should also be a lesson to not use a debit card.

So was it a debit or credit card?

If debit...stop using a debit card for these kinds of things if you can. I understand not everyone has credit cards or credit cards that have the available credit for these situations.

If credit you call the bank and tell them to flag the transaction. I had to do this two months ago and didn't have to pay anything as the situation was resolved within 28 days. This allows you some buffer and protection. And "your money" isn't exactly gone.

any time hotel/air/anything is not booked directly, after booking one should contact the hotel/etc to confirm receipt of reservation.

all of your guys comments are very correct and useful. I swore to check with the hotel ahead of time on my next reservation.

As to viewing manager's dipping into my bank account bordering on criminal: what manager saw stapled to my check-in card (which btw had my cell number too - so how not to call me??) was confirmation email from RoomerTravel saying that that the $500 RoomerTravel collected from me covers my 2bdr suite for April 5-10 entirely at his hotel. Based on which, his underlinks checked me in earlier that day.

How does manager decide, without telling anyone anything, to charge the card taken from me "for incidentals" for their regular price+taxes for THE COMING 5 DAYS?? In total secrecy. Having proof of total payment in front of him. How is this different from him walking into my room and lifting $712 out of my shorts laying on comfy chair?

When I was checking out and discovered this, his underlinks had no explanation - except for the strange barrage of 1. 2. 3. 4. 5., which I still have no idea if it had any truth to it whatsoever

If they never received payment of your room via Roomer, that piece of paper doesn't mean anything to him. Manager probably came in saw that you had not paid anything for the room and charged your card the amount owing. It is polite to inform the customer that you charged their card for the room if it was given over for incidentals, but not at all criminal.

I think half the blame should be on Roomer since there was obviously some miscommunication between the two of them and you were just the one who got inconvenienced while they sorted it out. My best guess for why it took so long is because they waited for Roomer to pay them before refunding you anything.

I respect your scenario and opinion. But how does manager decide to sell to my card future stay without my knowledge?? Is this legal?

Usually, when I stay on a prepaid rate.... there is language on the document I sign at check in that says I agree for them to charge me for the cost of room if not paid by the 3rd party agent.

I have never had an issue.... usually Priceline reservations... but I have had to initial/sign that many times.

I suspected nothing at all during 5 day stay - so I trashed that paperwork on way out to check-out. You're saying that clause makes it legal?

But how can selling FUTURE stay without authorization (only by virtue of knowing my CC information) be legal?

you checked in for X days and, as far as they saw, you hadn't paid. why is this complicated?

sounds absurd: I checked into a suite THEY gave me based on my proof of payment they stapled to my check-in card. It wasn't like I held a gun to their head to award me the keys. Later in the day they can't tie any receivable to my suite - so they go ahead and sell me next 5 day stay at "their" price in total secret??

one thing is you can also ask financial/etc department at the hotel you stayed about their procedures. just ask questions. you could start a conversation with corporate that way as well - asking questions.