Hotel taken money for package holiday

IvanOpinion

Did your card act as security across all 5 rooms? If so that would explain why there was a single bill, and why it was so high.  Hopefully Virgin will get back to you, but it does sound like it may be taxes expected to be paid locally. You say they sent you info on room rate, how much was that? And does it mention any additional taxes (state, federal, occupancy, local, or resort fees as mentioned by others)?

Whereabouts in America was this - taxes can differ by state and town.

Bigphil1474

$20 a night, 5 nights, over 5 rooms is $500 - so agree with Ivan, probably local taxes and you need to get some money from your mates.

photome

jon81uk said:

TELLIT01 said:

Could it be the 'Resort Fee' that many hotels in the USA are now using to separate people from their money?  That is paid locally, not as part of the package holiday payment.

resort fee is more like $20 a day at most hotels, don't think that would add up to $624

if it was Vegas it could be $50 a night although if it was the Westin las vegas it would be around $35 a night

the invoice should show exactly what the charge is for 

what did the Virgin site say about resort fees, ie were they to be paid locally and if so did you pay any

CardinalWolsey

Did Virgin pre-pay the hotel, or was it "on account" - and if so, were you issued with accommodation vouchers to present at check-in? I wonder whether vouchers have been misplaced, which means Virgin are now refusing to pay the hotel.

joeypesci

Same thing happened to me way back in 2004. Was a small motel who I think were trying to scam the card. I'd checked out, was supposed to be there for 2 weeks but didn't stay the last week. Checked out with nothing to pay, got charged for the last week when I got back. Got a refund on my credit card.

MetalJack21

Thanks for the replies

We stayed in Atlanta. The invoice shows only for our room that we stayed in with room rate and taxes. No resort fees. 

TELLIT01

What's the name of the hotel.  It will be worth checking their own website for any local charges.

bagand96

MetalJack21 said:

Thanks for the replies

We stayed in Atlanta. The invoice shows only for our room that we stayed in with room rate and taxes. No resort fees. 

In case I've missed it, what have the hotel said when you've queried the charge and informed them you'd already paid Virgin Holidays for the room?

And what have Virgin Holidays said when you've informed them the hotel charged you for the room you'd already paid them for?

(I accept you may be waiting for responses from both - I'd also avoid phone conversations in this instance, get written responses as proof)

MetalJack21

I did call the hotel customer services and all they can see is that this is for room rates. The email i sent to them has yet to recieve a reply.
They are unable to see how it was booked. I am currently waiting on virgin to get back to me on an email but I'm not holding out much hope has they haven't responded to another email I sent to them 2 months ago 

Westin

MetalJack21 said:

I did call the hotel customer services and all they can see is that this is for room rates. The email i sent to them has yet to recieve a reply.
They are unable to see how it was booked. I am currently waiting on virgin to get back to me on an email but I'm not holding out much hope has they haven't responded to another email I sent to them 2 months ago 

I suspect if the Westin Atlanta Peachtree or Westin Atlanta Airport that Virgin Atlantic Holidays will have used an intermediate bed bank to supply the rooms. 

Did you try the email and contact details that onashoestring kindly posted?

onashoestring said:

Have you tried 0344 472 9646 Option 2 ? 

Or email to : feedback.backhome@virginholidays.com .

or write to :
Customer Care,

Virgin Holidays Ltd.
The VHQ, Fleming Way.Crawley, West Sussex RH10 9DF