ComplaintsforWalt Disney World Swan and Dolphin
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Complaint Details
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Initial Complaint
12/17/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On 10/15 I stayed 1 night at this hotel paid for by ******* points. From 10/16 to 10/18 I stayed 2 nights paid for by **************** travel who uses ******* to book. I was told when I checked in both times that the stays were prepaid and I would only be charged the resort fee and parking fee which I was correctly charged for both. Then on 11/8 I received a bill for $285.13 stating it was for the 10/15 stay despite this being paid for entirely by *******. I have provided documentation several times and no resolution by Marriott, *******, or ****************. Receipt.pdf shows the prepaid stay for 1 night on 10/15 **************** Travel Paid receipt is for the prepaid stay for 2 nights 10/16-10/18 ************************* shows the billing nearly a month later for $285.13 for the night of 10/15 I am simply looking for a refund of $285.13 to my credit card of the incorrectly charged additional night since it was prepaid by *******.Business response
02/22/2022
Business Response /* (1000, 8, 2022/01/14) */ The business responded to this complaint but asked that its responses not be published. Consumer Response /* (2000, 10, 2022/01/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have received my refund owed to me.Initial Complaint
12/01/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I try to give businesses ample opportunity to resolve things privately. Unfortunately, it seems the Swan / Dolphin and/or Marriott refuse to acknowledge phone calls or emails, leaving me with no choice. This is an issue with billing, and a pattern of errors that have shown me that their billing system is unreliable and there is no accountability from staff. My most recent issue is being billed for the first night of a flexible reservation commencing this week - that was cancelled in October. Phone reps will act like they have no idea what you mean. "Would you like to cancel this reservation? It's outside our cancellation period." No, as I've stated repeatedly, it was cancelled months ago, and I have the cancellation number and email proving this. I've called, emailed, no response. I would like this erroneous charge of $247.50 refunded immediately. I have an upcoming stay at another hotel on property - the Swan Reserve, which I am now dreading. Marriott - is this how you want guests to feel about your brand?Business response
02/22/2022
Business Response /* (1000, 8, 2021/12/20) */ The business responded to this complaint but asked that its responses not be published. Consumer Response /* (2000, 10, 2021/12/21) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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Customer Complaints Summary
25 total complaints in the last 3 years.
5 complaints closed in the last 12 months.