I reserved a hotel named Magical Memories villas from Cheaphotels.com. I paid a certain amount and was surprisingly charged an extra fee when checking
I reserved a hotel called Magical Memories villas from cheap hotels.com. They were promoting a 55% off each night, so it was going to be $99 per night so for two nights it was going to be $223.74 total balance due. No extra fees, it was just that. When it came to checking in to the resort/villa the front desk worker told us we had a balance to of $135 for cleaning fees. We were surprised and told him this wasn't the case because it does not say it in our reservation we printed out. It didn't. His excuse was that it sometimes it doesn't say it, which isn't the case at all. I called cheap hotels and they were not helpful either, at first the lady I spoke to said she doesn't see any extra charges that were supposed to be charged but when she called the hotel and they talked to her, she switched her story up and said it says "some extra fees may apply" but she doesn't know why it didn't show up on our reservation. I demanded this fee to be waved because it wasn't fair but she said she cannot do anything about it. I talked to a supervisor, his name was Carlos and he told me I either have the option to pay the $135 or if I want to cancel the reservation pay $99 for one night worth cancellation fee. This was ridiculous to me, because in the first pace this is their fault for misleading customers so it's a lose lose situation for us. my father was exhausted and decided to pay the $135 since he saw there was no customer service being handed to us and he just wanted a place to sleep. We paid the $135 to not go throughout the hassle of finding another hotel at the last minute and paying $99 to cancel. On top of that, the address that was printed on our reservation for our stay wasn't even the place were we were staying at. that was just the check in place, the actual place which isn't really called "Magical Memories villas" was called "Grand Palms circle" was located 10 miles away from check in. This is something else that wasn't mentioned in our reservation. In the end, we were very disappointed with just everything coming from both companies; Cheaphotels.com and Magical Memories Villas. They showed no sort of customer service and they weren't inviting at all. Cheaphotels.com were at fault for this for misleading us and not owning up for their mistake.
To be honest, I don't even want a full refund for what I originally paid from cheap hotels.com because thats what I read and paid for. But I am requesting the $135 I was basically force to pay. We were in an unknown city and of course we have no other choice. But cheap hotels.com mislead us and didn't own up and showed any type of customer service to help us out. I will never reserve any hotel from this company again.
I am pleased to provide assistance with case # XXXXXXXX. Below are the findings and resolution to the case:
The customer states she placed a reservation at the Magical Memories Villas for check-in May 24 through check-out May 26, 2015 for a total cost of $223.74. She claims that when she printed her receipt, no additional charges were listed. However, upon arrival at the hotel, the guest stated she was asked to pay an additional $135.00. She also states that the location of the property was located separately from the designated check-in facility.
The customer is requesting a refund for the amount of $135 for the difference in the amount charged for the reservation and the amount requested at the hotel property.
According to our records, the customer's reservation was placed through CheapHotels.com on May 13, 2015. CheapHotels.com is a company with which Expedia does business with through the Expedia Affiliate Network.
Magical Memories Villas are a property management team that services many locations throughout the area. The location information stated on our website provides the address for the check-in facility for incoming guests and verifies all locations are within eight miles of Disney.
When the customer completed the booking process, she received a confirmation receipt with additional charges listed as follows:
Mandatory Fees and Taxes:
USD 95 per accommodation, per stay (varies per unit size)
After a thorough investigation, I confirmed with the hotel that the guest was charged $135.60. This amount includes the $95.00 cleaning fee, a $25.00 charge for damage insurance that the customer accepted upon check-in, and applicable taxes and fees.
Because the property charged only the mandatory fees listed on the customer's reservation, and optional services selected by the guest at check-in, I regret to advise that we are unable to honor the customer's request for a refund of $135.00.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Customer Relations Specialist