TalesFromTheFrontDesk: please explain this charge on my card i have no money now

So I just got back from vacation and believe me I actually have more stories from visiting hotels this trip than working at mine but tonight the phones have been off the chain and this one just happened.

At Casa De Pineapple, we’re a 3-4 star property depending on what ratings system you’re looking at. We are 3A diamond certified and on TripAdvisor we’re waaaay up in the top 10. In other words, it’s a nice assed property.

That all being said we only authorize for… waaaaaiiiit for it…. 10 dollars in incidentals. Water is free in the room for your first night. We don’t have room service and we do not have pay perview movies to my knowledge. If you have a pet we let you know how much said pet costs and you get charged that. It’s pretty straight forward.

So tonight I get a call from a lady I will call Incidentals Girl.

IG: I HAVE A STRANGE CHARGE ON MY BILL! EXPLAIN THIS TO ME!

So I get her name and find out she checked in and out while I was on vacation and that she prepaid through expedia and while I’m going over her bill she interupts me and says-

IG: ITS A TEN DOLLAR CHARGE AND MY ACCOUNT IS GOING TO OVER DRAFT AND I HAVE NO MONEY!

Okay full disclosure I feel for this girl. When you’re so broke that 10 dollars is this important, it sucks. I’m not going to lie, I’ve been there. However I haven’t been traveling when I was this broke so I’m kind of dumbfounded that she even went somewhere if 10 dollars was going to overdraft her card.

Me: Well ma’am that’s a hold for incidentals and it does sound like you ran a debit card, is that correct?

IG: YES. They didn’t say they’d charge me but they said there was a ten dollar fee for incidentals.

head desk

Me: Yes, the 10 dollar incidental fee is released by us when you check out. However it is Sunday and it is possible your bank hasn’t released it to you yet. We actually didn’t charge you for anything according to my records here and there isn’t anything I can personally do except…

IG: What do you mean you can’t do anything, you didn’t explain it to me when we checked in and this is awful I’ll have to pay an over draft fee.

Me: I mean as far as on this end we have released the hold on your card. It is up to your bank now to let that money go back into your account. You can try calling them and if there is any question regarding your stay I would be happy to tell them you didn’t run up any incidentals and authorize the release of the hold but at this point it’s just your bank that can help you retrieve your 10 dollars.

IG: This is so unfair they said they were running my card for incidentals but it wasn’t really running my card.

Me: (stabbing myself in the face) I’m sorry they didn’t explain it better. You should really try calling your bank.

IG: This is stupid. Alright bye.

My head hurts and I have vacation brain still. Someone come remove the stupid from my life.

By: queenofcambodia