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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Hotel has taken £800+ from my account

183 replies

interrogate2018 · 10/12/2018 14:36

I've just returned from a European break we I had a 2 nite stay in a 4 star hotel. We paid cash at the end of my stay of €300 - only you discover that upon arrival at the last when I passed over my card for the €150 security deposit 2 debits of 400+ sterling was taken from my card.

My bank have given me the authorisation codes which I have given to the hotel and they are requesting more evidence! -

I'm so angry I could cry. The lady who checked me and my friend in also tried to overcharge us on Sunday by adding an extra 200 to our bill making it 500 only we challenged her - her response was that English was not her first language so sorry for mistake.

Even if the give me the money back it takes 10 working days - 😢

OP posts:
ReflectentMonatomism · 11/12/2018 10:35

to trust a hotel to tel lme if they are taking money as a pre-auth etc from my account

They didn't know that was what was happening. They thought they were just reserving some credit on your credit card.

I should know that 4 star hotels only deal with the likes of me on a minority basis

People paying in cash? Slightly more in Germany, but I would be surprised if a four star hotel in the UK sees a cash transaction more than once a week, if they accept it at all. I do about fifty nights in hotels a year and I think I've seen cash being used at the reception once in living memory, and that was clearly regarded by the staff as a weird, suspicious transaction that was painful for them to deal with. In Germany, I'd be surprised if they see a Visa Debit card more than once in a blue moon, too.

Yeah, I get that this sucks for you, and has come as a surprise. But it isn't fraud, it isn't malpractice, and it isn't unusual. You didn't know. Now you do. Next time, either use a credit card, or make sure that you pay on the card you checked in with (I still don't quite follow why you paid in cash anyway, given you had a debit card).

interrogate2018 · 11/12/2018 10:37

I pay for everything in cash when I can. It helps me keep track of my spending. As I said before Im a single parent and budgeting is important to me as I do not wish to ask my parents for money at my age!

I wont ever use that hotel again.

OP posts:
MudCity · 11/12/2018 10:39

Reflectent has explained it beautifully.

It is a pre-auth and your money sounds as though it is on hold. This is likely to be in the hotel’s booking terms and conditions. Fair enough, you did not understand the process of pre-authorisation and how it works and I fully understand you are upset. However, be careful not to blame the hotel or bank for what is a standard process. We all live and learn....sometimes the hard way unfortunately...

ReflectentMonatomism · 11/12/2018 10:41

I wont ever use that hotel again.

You'll find that almost every other hotel you'll use will pre-authorise at least one night's stay, either at the time of booking or at check in.

That pre-auth will be released when you pay the bill with the card you checked in.

What you choose to do with that information is up to you. But I'd gently point out that on this occasion paying in cash has fucked your finances up, and had you known, you had the means to avoid this problem in your hand.

TheDarkPassenger · 11/12/2018 10:42

Tings like this are exactly why I keep money in separate account and transfer as snd when I need it. I’ve got my bills written in my diary so I know when they’re coming out and transfer accordingly. It’s a fuck on sometimes but after someone took £1,500 out of my account I’ve done it this way. Never had an issue since

ReflectentMonatomism · 11/12/2018 10:48

Tings like this are exactly why I keep money in separate account and transfer as snd when I need it

I leave my debit cards at home when I travel. Anything goes wrong with my credit card I have a month or more to fix it. Anything goes wrong with my debit card and I have direct debits failing, possibly the following day.

Paying hotel bills in cash is the wild west. If people want to do it that that's their problem, but it seems a bizarre decision. There's so much that can go wrong, and the upside is almost impossible to see.

BlitheringIdiots · 11/12/2018 10:50

Whenever I use my card in the fuel machine at pay at pump it always comes up as £99 pending on my credit card and then disappears after a few days. It won't go through

Randomusername01 · 11/12/2018 11:11

Wasn't Spain by any chance? I had a similar thing happen 3arlier in the year. Paid 700ish deposit before departure and then paid 1500ish balance when I arrived. But the receptionist took my card and put it thru for the deposit. I queried at the time and they got the manager over who explained to me that the deposit would not come off because it had already been paid and they were just confirming the card. Low and behold 2 days later another 700ish comes out of my account. Luckily I was still there and had it out with the manager and had to send screenshots of my online banking to prove this other payment had came out. It was returned before I departed (within 2 days and i suspect only because i kicked up a bit of a fuss) but I think it would have been more difficult had I already left. It's incompetence and inconsiderate, not that they will care. But not everyone has spare hundreds of pounds in their account. Hope you get it back swiftly.

amusedbush · 11/12/2018 11:24

Things like this are exactly why I keep money in separate account and transfer as and when I need it.

Except I once had a hotel try to do a pre-authorisation on my debit card with no warning (totally random, several weeks after booking and several weeks until we were due to travel). I didn't have enough in the account so they cancelled my booking!

AnchorDownDeepBreath · 11/12/2018 11:30

The €150 was the security cover. Not the bill. They use it to cover room service charges; breakages etc.

Am I to understand that if I want a treat in a hotel in have to have the money in cash as well as in my account?

No. Just don't pay in cash; that's quite unusual anyway . You won't double pay if you pay by card, which is what the system is set up for. There are quite a lot of hotels that won't take payment in cash unless you have a card that they can preauth; which is what has happened here.

It didn't happen when your friend stayed because she will have paid on card.

DoneLikeAKipper · 11/12/2018 11:48

Don’t worry about the redit troll thread....those ‘women’ are the biggest bunch of trolls on here.

Sorry to highjack, but how are they ‘trolls’? They only seem to question what is not allowed to be asked on site, from what I’ve seen. If they didn’t, some terrible behaviour from actual trolls would continue without any consequences. Why do you question their sex, do you think think that only men can debate whether someone is lying on the internet? Bit sexist, isn’t it?

OP, try not to panic too much. I had a similar situation, and they did pay the money back sooner than expected. Have you Xmas sorted? I’m sure your parents would’t mind helping out if you know you’ll get the money to pay them back soon.

iLoveFoood · 11/12/2018 11:51

@interrogate2018 why should they 'tell you' if everybody else has to make sure to take care and read the terms and conditions, please answer that? Why should they go out of their way to tell you something that is most likely stated on your booking confirmation somewhere in small writing , how the hell are they supposed to know to 'treat you differently' because of your circumstances? Why shouldn't you have to keep an eye out for things like this?

Pay more attention next time and don't go booking holidays or hotels without reading the T&Cs

interrogate2018 · 11/12/2018 11:55

Just to provide an update - the hotel have called me, and apologised unconditionally. The money will be returned and they are emailing me to confirm

Thanks for all your help.

As for troll hunting. The reason people arent allowed troll hunt I think is that it sometimes ends up with innocent people being accused - myself being one of them. I apparently was on the verge of sending out my paypal details according to one person and suggestions that I was begging. Its a nasty feeling and particularly hurtful to me considering that I once bought a mumsnetter a grocery shop. She too was accused of being a troll and that wasnt true either!.

Thanks for all your help, Ive learned alot.

OP posts:
interrogate2018 · 11/12/2018 11:56

i love please fk off! you are nasty and goady and no need of it. I have explained over and over that my friend booked it and I handed over my debit card for the security deposit only.

OP posts:
BertramKibbler · 11/12/2018 11:57

I’m so pleased this is sorted OP

BertramKibbler · 11/12/2018 11:59

Kipper, I wasn’t questioning their sex, more their humanity. I used the inverted commas in the same way I would in describing an unlikable person of unknown sex as a ‘person’

And of course they’re trolls, they crop up on threads and decide to disrupt them for their own amusement so, like we’ve seen here, the OP has to spend more time defending herself than taking onboard the help and advice she’s asked for.

DoneLikeAKipper · 11/12/2018 12:00

s a nasty feeling and particularly hurtful to me considering that I once bought a mumsnetter a grocery shop. She too was accused of being a troll and that wasnt true either!.

With the greatest of respect, I hope you know for absolute sure ‘that wasn’t true either’, because it’s generally very bloody stupid to do something like that for a sob story on the internet.

DoneLikeAKipper · 11/12/2018 12:03

And of course they’re trolls, they crop up on threads and decide to disrupt them for their own amusement so, like we’ve seen here, the OP has to spend more time defending herself than taking onboard the help and advice she’s asked for.

But they’re not on here, are they? If they disrupted threads here, they’d get banned for troll hunting, kind of the point of them being on Reddit. Most of the things I’ve seen them question have turned out to be trolls/deleted, but of course anyone can be wrong. To be fair, there’s a LOT of ‘woe is me, I have lost all my money’ threads this time of year.

Glad you got it sorted, OP.

BertramKibbler · 11/12/2018 12:03

Of course they’re on threads like this, don’t be naive!

ReflectentMonatomism · 11/12/2018 12:04

Except I once had a hotel try to do a pre-authorisation on my debit card with no warning (totally random, several weeks after booking and several weeks until we were due to travel). I didn't have enough in the account so they cancelled my booking!

Perhaps there needs to be a public service broadcast: "if you book a room in a hotel with a card, even pay on arrival, they can and probably will pre-auth a significant portion of the projected cost some time prior to arrival, potentially weeks. If this is a problem for you, you need to deal with it."

It's all very well talking about disintermediation and the benefits of people booking direct rather than via travel agencies. But travel agencies were adding some value, which is why corporates still use people like Key Travel or their competitors.

I anticipate that over the coming years money advice type forums are going to be full of people pleased to have saved money by booking flights, car hire or transfers and hotels separately and direct, rather than via nasty tour operators, finding out that when things go wrong, the tour operator provided a rather useful bulwark against the realities of the position.

There are all sorts of received wisdom pieces of advice that fail for some people. For example, the common stuff about "don't take CDW, instead have an annual car rental excess policy it's much cheaper!" Yes, I absolutely agree. But you will often need to provide a €1500 deposit or pre-auth, and you absolutely might have to pay the €1500 excess when you return the dented car, and then claim it from your (stress: your ) insurer. If you haven't got the €1500 to front up for a few weeks, then you need to take the CDW. And similarly for a lot of other situations: the "old way" of doing it often has fewer surprises than the "new way".

As a general rule, if you don't have a credit card with sufficient credit limit to stand all of your open travel plans, you should check how you're going to make it work.

interrogate2018 · 11/12/2018 12:08

done, It was absolutely true, I actually met the lady in the end. I was glad to have been able to help her tbh. I had money I wasnt expecting and she was stuck. I met her kids as well, and we still keep in touch. She has a part time job now and is doing really well.

im sure I have been bloody stupid at times as I quite a soft touch with some things which is why it hurts so much it being suggested that I am underhand and as a previous poster said spend more time defending myself than anything else!

It still shocks me when people go out of their way on an internet forum to goad someone - a complete stranger - to get some sort of kick out of causing annoyance. Its quite pathetic tbh and you have to wonder what trolls get out of it, what is missing in their life - apart from a spine - which causes them to do it.

OP posts:
interrogate2018 · 11/12/2018 12:09

And thanks to you all, its such a relief having it sorted and also receiving an apology.

OP posts:
BoglingToAswad · 11/12/2018 12:10

And for the record - I'm trying to let the hotel sort it without giving them bad publicity just yet or get the person who made the mistake potentially fired.

Nobody is going to be fired for a misunderstanding.

Got an email from the hotel - not the return call I was promised - telling me they are looking into it and will call me today.

I have called numerous times - emailed numerous times - I'm drafting a letter of complaint to the ceo that a kind mumsnetter was able to provide me with.

So you have called and emailed numerous times in less than two days? They have told you they are looking into it, but this will possibly take time and hassling them is not going to make it any quicker (and it won't make the pre-auth release quicker either).

You have been given some very good advice on this thread, and you have been told why and what is happening. The reason people are getting frustrated with you now is because you are not listening to good advice.

DoneLikeAKipper · 11/12/2018 12:14

Of course they’re on threads like this, don’t be naive!

I don’t know what you’re calling me naive for, you’re the one confusing ‘trolls/goaders’ with ‘troll hunters’.

interrogate2018, I’m glad you didn’t get scammed and it all worked out, but quite frankly you’re one of the lucky ones. There’s a reason why money threads usually have a reminder about ‘not giving’ on them, and it would be really unwise for you or anyone to do similar again in future for an Internet stranger.

AndItStillSaidFourOfTwo · 11/12/2018 12:24

Glad it was all sorted out, OP. Don't worry about 'getting someone sacked' - Germans don't sack people for one-off mistakes, or on a whim (robust employment laws).

I'm sorry you were hurt by people casting aspersions. But DoneLikeAKipper is right - people have been stung very unpleasantly on here (I for one, aeons ago, although I didn't give money), which - esp if you remember the origins of MN's supportive and trusting reputation - is also hurtful, and the cynicism it has given rise to is inevitable.