I WAS STOLEN BY A STAFF AT THE FRONT DESK OF ATLANTIS ROYAL TOWERS!!!
Apr 2nd, 2013, 09:25 AM
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I WAS STOLEN BY A STAFF AT THE FRONT DESK OF ATLANTIS ROYAL TOWERS!!!
Beware, everyone!!!!
I WAS STOLEN BY A HOTEL´S STAFF AT THE FRONT DESK OF ATLANTIS ROYAL TOWERS!!!
Unfortunately, as it seems, not only in Brazil consumers have their rights violated. Some companies prefer to take advantage of their position and simply ignore when a costumer faces problems inside their domains. In my case specifically, The Atlantis Paradise Island, located in the Bahamas, a company with a great reputation, didn’t live up to its name.
From the 18th to the 24th of January, both my girlfriend and I, stayed at the Atlantis Royal Towers, in The Bahamas. Even though the service was great and the accommodations wonderful, on the 23rd I decided to pay our bill and, apparently, something went wrong.
Around midnight, 24th, I approached the front desk and explained my wish to end my debt. At first, we tried to solve this using a debit card, however it didn't work. I proceeded to the nearest ATM (in the Casino) and withdrew the amount necessary to pay the bill and returned to my room.
On the last day, I went back to the front desk. I explained to the hotel employee I was checking out and wished to end my debt in cash. The concierge took the money and confirmed that the payment was done, gave me the change and said I owed nothing else. He, then, gave me the receipt in an envelope, which I took and left.
To my uttermost surprise, when my credit card company sent me my bill I noticed that I was being charged again, for the amount which I had already paid IN CASH at the moment of my check-out. For that reason, I immediately, contacted the hole, via phone, to try and solve the issue.
Mrs. Suzanna Knowles-Fernander, Quality Assurance Manager, said that to resolve that matter I would have to send an e-mail soliciting that an administrative investigation took place. Thus, I proceeded as instructed by Mrs. Suzanna Knowles-Fernander and sent an e-mail requiring that the company watched the footage of the security cameras to see that I wasn’t lying and just wanted to preserve my rights.
On February 20th, I sent an e-mail in which I elucidated every detail of the situation. However, the company didn’t respond. I insisted and sent another e-mail on February 28th, to which I got a response on March 4th. And once again, I was taken by surprise.
The hotel offered me a 2 night complimentary stay at the Royal Towers Water view, which added up to US$640.00 and was far from what I had been charged. Hence, on the 15th of March, around 5 p.m., Caribbean time, I tried calling the hotel to discuss the problem, but was unable to find somebody, even Mr. Ghandi Knowles-Thompson – Risk Management Manager, who could solve the question.
Finally, on March 20th, I stayed for over half an hour on the phone with the hotel director, Mrs. Deedee. And, believe it or not, after almost two months, I was told that all the hotel could do for me was to extend their previous offer to a 4 night stay. How they could possibly imagine I would want to spend more money on travelling after the torment it had caused, astonished me.
I was then informed that, if I really sought reimbursement, I would have to take legal measures. As I live in Brazil, the time, trouble, and money I would spend to make my rights prevail are not worth the trouble it would cause me.
Therefore, I just want make other people aware of this situation, so they won’t fall for the same trap, and have to face all the inconveniences I had to.
Beware, everyone.
I WAS STOLEN BY A HOTEL´S STAFF AT THE FRONT DESK OF ATLANTIS ROYAL TOWERS!!!
Unfortunately, as it seems, not only in Brazil consumers have their rights violated. Some companies prefer to take advantage of their position and simply ignore when a costumer faces problems inside their domains. In my case specifically, The Atlantis Paradise Island, located in the Bahamas, a company with a great reputation, didn’t live up to its name.
From the 18th to the 24th of January, both my girlfriend and I, stayed at the Atlantis Royal Towers, in The Bahamas. Even though the service was great and the accommodations wonderful, on the 23rd I decided to pay our bill and, apparently, something went wrong.
Around midnight, 24th, I approached the front desk and explained my wish to end my debt. At first, we tried to solve this using a debit card, however it didn't work. I proceeded to the nearest ATM (in the Casino) and withdrew the amount necessary to pay the bill and returned to my room.
On the last day, I went back to the front desk. I explained to the hotel employee I was checking out and wished to end my debt in cash. The concierge took the money and confirmed that the payment was done, gave me the change and said I owed nothing else. He, then, gave me the receipt in an envelope, which I took and left.
To my uttermost surprise, when my credit card company sent me my bill I noticed that I was being charged again, for the amount which I had already paid IN CASH at the moment of my check-out. For that reason, I immediately, contacted the hole, via phone, to try and solve the issue.
Mrs. Suzanna Knowles-Fernander, Quality Assurance Manager, said that to resolve that matter I would have to send an e-mail soliciting that an administrative investigation took place. Thus, I proceeded as instructed by Mrs. Suzanna Knowles-Fernander and sent an e-mail requiring that the company watched the footage of the security cameras to see that I wasn’t lying and just wanted to preserve my rights.
On February 20th, I sent an e-mail in which I elucidated every detail of the situation. However, the company didn’t respond. I insisted and sent another e-mail on February 28th, to which I got a response on March 4th. And once again, I was taken by surprise.
The hotel offered me a 2 night complimentary stay at the Royal Towers Water view, which added up to US$640.00 and was far from what I had been charged. Hence, on the 15th of March, around 5 p.m., Caribbean time, I tried calling the hotel to discuss the problem, but was unable to find somebody, even Mr. Ghandi Knowles-Thompson – Risk Management Manager, who could solve the question.
Finally, on March 20th, I stayed for over half an hour on the phone with the hotel director, Mrs. Deedee. And, believe it or not, after almost two months, I was told that all the hotel could do for me was to extend their previous offer to a 4 night stay. How they could possibly imagine I would want to spend more money on travelling after the torment it had caused, astonished me.
I was then informed that, if I really sought reimbursement, I would have to take legal measures. As I live in Brazil, the time, trouble, and money I would spend to make my rights prevail are not worth the trouble it would cause me.
Therefore, I just want make other people aware of this situation, so they won’t fall for the same trap, and have to face all the inconveniences I had to.
Beware, everyone.
Apr 2nd, 2013, 09:39 AM
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I have no idea of credit card policies are similar in Brazil to the U.S., but here we can dispute a charge if we feel we've been charged incorrectly or criminally.
If you have documentation that you paid your bill, I'd suggest you contact your credit card company immediately and dispute the charge through them. You've been wrangling for months now with a hotel, and what you really need is for the credit card company to charge back what they took from you.
If you have documentation that you paid your bill, I'd suggest you contact your credit card company immediately and dispute the charge through them. You've been wrangling for months now with a hotel, and what you really need is for the credit card company to charge back what they took from you.
Apr 2nd, 2013, 12:01 PM
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Too bad you didn't read all the horrid reviews or ask questions about this hotel before you booked your trip. Sylvia3 is correct. Hardly anyone ever recommends this resort primarly due to bad service and excessive rates.
However, this issue can happen anywhere in any hotel or cruise line, which it has. Dispute the charge with your credit card company instead of fighting with the hotel. Do you have other avenues to file a complaint like a Better Business Bureay, Federal Trade Commission or Attorney General's office? Slamming the resort on various message board like this one will not help your case.
Please next time do your research before booking your next vacation. It might save you some time and grief.
However, this issue can happen anywhere in any hotel or cruise line, which it has. Dispute the charge with your credit card company instead of fighting with the hotel. Do you have other avenues to file a complaint like a Better Business Bureay, Federal Trade Commission or Attorney General's office? Slamming the resort on various message board like this one will not help your case.
Please next time do your research before booking your next vacation. It might save you some time and grief.
Apr 2nd, 2013, 12:50 PM
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While I'm not a huge fan of Atlantis, it's a nice resort and, while overly priced and carrying its own baggage, is simply not the horrid place many posters are saying it is. Let's get some perspective. Many many people go to Atlantis and have a wonderful time, and the aggregated rating on Tripadvisor is actually a 4, so that makes it among the best hotels to stay at according to the majority of visitors. A string of nasty comments on Tripadvisor is outbalanced by the many good reviews, so let's get some perspective here. If the OP did his/her research, the result (if left only on Tripadvisor) would be generally positive.
This sort of problem can indeed happen at any hotel, and I don't know or really understand the circumstances of the OP's problem (something seems to be getting lost in the translation here perhaps).
This sort of problem can indeed happen at any hotel, and I don't know or really understand the circumstances of the OP's problem (something seems to be getting lost in the translation here perhaps).
Apr 2nd, 2013, 06:36 PM
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Trip Advisor is not the only message board that reports "horrid" / negative reviews of Atlantis. I have read several here on this site as well as on-line blooking sites plus other individual sites as well as my own negative experience with that resort. The bottom line is that this resort has several negative "issues".
There is so much info at there if you are willing to search for it and heed to it. In not, caveat emptor.
There is so much info at there if you are willing to search for it and heed to it. In not, caveat emptor.
Apr 2nd, 2013, 11:21 PM
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It seems odd to want to pay the bill just after midnight, why not wait until the morning and check out as usual? I find it very odd to pay the bill to the concierge, especially in cash, usually hotels like that have 24/7 front desk staff. I have a limit on cash withdrawals, so I would not be able to take out an amount that covers an expensive hotel like this in one go. Another odd thing is when the debit card didn't work, why not pay by the credit card which the hotel obviously had on file, probably the one that guaranteed the reservation in the first instance & the one that got ultimately charged. Often when I stay in a hotel & am checking out, the front desk staff will ask if I want the charges to be applied to the credit card I guaranteed the booking with or do I prefer to pay by another card.
I can see the hotel has some negative reviews, but none of them except this one is about having money stolen, not that I read all of them. We don't have the hotel's story on this. If this happened to me, I'd call my credit card company immediately to query the charge.
I can see the hotel has some negative reviews, but none of them except this one is about having money stolen, not that I read all of them. We don't have the hotel's story on this. If this happened to me, I'd call my credit card company immediately to query the charge.
Apr 3rd, 2013, 04:26 AM
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Definitely call your credit card company, sooner then later sometimes there is a limited amount of time within which you can have the dispute lodged with them.
I can't imagine what would happen in this instance, seeing as you paid in cash and your receipt was issued, if the receipt has payment by cash method noted on it. Then you have a better chance with the credit card company. If the receipt just says paid, then it can seem as though you were issued the receipt after credit card confirmation went through especially if both the receipt and transaction has the same date.
Good luck with you case
I can't imagine what would happen in this instance, seeing as you paid in cash and your receipt was issued, if the receipt has payment by cash method noted on it. Then you have a better chance with the credit card company. If the receipt just says paid, then it can seem as though you were issued the receipt after credit card confirmation went through especially if both the receipt and transaction has the same date.
Good luck with you case
Apr 3rd, 2013, 04:28 AM
#9
Money stolen is extreme wouldn't you say? Yur round about way of paying could very easily create issues. You say you have a receipt, scan and email it to your credit card and have them dispute it.
Credit cards can be disputed and work on your behalf. Keep in mind though, that with Caribbean banks, it can take a couple of months to figure out.
If you have receipt like you say you do, it will work out. Atlantis doesnt need to steal your money, seriously? Sounds like you went in circles (midnight? Debit? Cash?) if your debit was rejected, doesn't sound like it was Atlantis fault. Your card was probably automatically charged the morning of check out, as every hotel in the world does, and by paying cash the person probably hadn't processed it yet.
It will work out (although a pain, but will work out)
Negative reviews don't have anything to do with "stealing money" Other than the money issue, sounds like he loved it there, so negative reviews have nothing to do with his vacation.
It's a huge resort, so it's going to get negative reviews, odds when dealing with masses.
Sounds like an accounting error. It will resolve. Bahama banks do take a couple of months to resolve, but you need to get involved with your credit card company on your end. Do your part.
And 1 piece of advice:
NEVER USE A DEBIT CARD FOR HOTELS, RENTAL CARS, ETC in foreign lands. Hotels, car rentals, place "holds" on your account. On a debit card, this means you can't use money in your account. If theirs a mistake (like now) it actually can tie up your money for months until it's resolving the issue.
We sometimes learn the hard way! ;-)
But Atlantis won't steal your money, it just takes time with international banks to resolve.
Credit cards can be disputed and work on your behalf. Keep in mind though, that with Caribbean banks, it can take a couple of months to figure out.
If you have receipt like you say you do, it will work out. Atlantis doesnt need to steal your money, seriously? Sounds like you went in circles (midnight? Debit? Cash?) if your debit was rejected, doesn't sound like it was Atlantis fault. Your card was probably automatically charged the morning of check out, as every hotel in the world does, and by paying cash the person probably hadn't processed it yet.
It will work out (although a pain, but will work out)
Negative reviews don't have anything to do with "stealing money" Other than the money issue, sounds like he loved it there, so negative reviews have nothing to do with his vacation.
It's a huge resort, so it's going to get negative reviews, odds when dealing with masses.
Sounds like an accounting error. It will resolve. Bahama banks do take a couple of months to resolve, but you need to get involved with your credit card company on your end. Do your part.
And 1 piece of advice:
NEVER USE A DEBIT CARD FOR HOTELS, RENTAL CARS, ETC in foreign lands. Hotels, car rentals, place "holds" on your account. On a debit card, this means you can't use money in your account. If theirs a mistake (like now) it actually can tie up your money for months until it's resolving the issue.
We sometimes learn the hard way! ;-)
But Atlantis won't steal your money, it just takes time with international banks to resolve.
Apr 6th, 2013, 01:07 PM
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I think that the Atlantis Towers is way over hyped so that many are disappointed when it doesn't live up to their expectations; however, I doubt if you read all the reviews in the world, you would have discovered many situations like yours.
I personally would never use a debit card or even pay cash for a hotel/resort, especially in a foreign country but that doesn't solve your problem any more than telling you to "read reviews before you go." That's just not a helpful solution which is what you are looking for. If there is no resolution, I would not hesitate to contact the Bahamian Tourist Office/Board and remind them that "It's better in the Bahamas."
Good luck with your solution and hope all turns out well.
I personally would never use a debit card or even pay cash for a hotel/resort, especially in a foreign country but that doesn't solve your problem any more than telling you to "read reviews before you go." That's just not a helpful solution which is what you are looking for. If there is no resolution, I would not hesitate to contact the Bahamian Tourist Office/Board and remind them that "It's better in the Bahamas."
Good luck with your solution and hope all turns out well.
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