How to take the shine of our Disney Cruise. Charged $225 for a missing stateroom blanket!

[palmlodge]

We had a lovely first cruise on the Disney Dream, and now's the time to tot up the cost. In doing so, there's an extra charge of $225 added to my credit card, on top of the correct stateroom account summary which I have a printout.

I called Disney, and apparently a blanket from the stateroom was missing from the bed, and they've charged us $225.

I was astounded. We certainly didn't take a bed blanket (why!?!) and at no point did they attempt to contact us at any point. We did in fact head to the Yacht for a few days after.

Anyone else had this experience? They say they will investigate which could take 3 weeks, but how can we prove we didn't?

Thanks for the memories, Disney.

:-(

[Bats]

Originally Posted by palmlodge

We had a lovely first cruise on the Disney Dream, and now's the time to tot up the cost. In doing so, there's an extra charge of $225 added to my credit card, on top of the correct stateroom account summary which I have a printout.

I called Disney, and apparently a blanket from the stateroom was missing from the bed, and they've charged us $225.

I was astounded. We certainly didn't take a bed blanket (why!?!) and at no point did they attempt to contact us at any point. We did in fact head to the Yacht for a few days after.

Anyone else had this experience? They say they will investigate which could take 3 weeks, but how can we prove we didn't?

Thanks for the memories, Disney.

:-(

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You can't prove you didn't take it, but I know DCL are pretty good at clearing these things up so I wouldn't worry.

You'd be surprised at the things that go missing ... mainly the red pillows in the early days, but more the laundry bags now.

[dee slack]

how do you prove that you didn't take something?

Nowhere near as bad as Palmlodge $225 charge, we got charged $10 a couple of cruises ago even tho' we took nothing but really CBA to go through the hassle to complain.
Since then, we do not leave a card on file so only pay cash and also take photo's on our last morning as we're leaving the cabin but that's not really proof as you could have gone back after and stolen something anyway.

It's a difficult one but agree that it does leave a sour taste

[Jack Daniel's]

yeah, very difficult to prove but i also take pics of hotel rooms & cabins when we leave them, mainly the contents of the mini bar for future reference.
Our 2ndary shower screen disappeared one day then returned the next, getting washed or replaced i guess,

[Omega1]

Originally Posted by palmlodge

We had a lovely first cruise on the Disney Dream, and now's the time to tot up the cost. In doing so, there's an extra charge of $225 added to my credit card, on top of the correct stateroom account summary which I have a printout.

I called Disney, and apparently a blanket from the stateroom was missing from the bed, and they've charged us $225.

I was astounded. We certainly didn't take a bed blanket (why!?!) and at no point did they attempt to contact us at any point. We did in fact head to the Yacht for a few days after.

Anyone else had this experience? They say they will investigate which could take 3 weeks, but how can we prove we didn't?

Thanks for the memories, Disney.

:-(

See more...

What evidence do they have that you took the blanket? They must have some given they charged you. The fact that the blanket wasn't there is not evidence. If you don't get a satisfactory outcome, invoke section 75 of the consumer credit act with your cc provider.

[Ycryan]

Originally Posted by Omega1

What evidence do they have that you took the blanket? They must have some given they charged you. The fact that the blanket wasn't there is not evidence. If you don't get a satisfactory outcome, invoke section 75 of the consumer credit act with your cc provider.

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Oh that's a good idea about contacting the credit card company.

[Bats]

DCL will only have the fact that it is not there as their proof. There's no need to get worked up though, they are normally very good at sorting this type of thing as sometimes the stateroom hosts remember one thing, but actually, it was something else.

If you have photos of the room when you first entered (most new cruisers take photos), that would show that it was missing.
If it's your first cruise, you don't know what should or shouldn't be there, so you can't report anything missing.

The stateroom hosts just do an inventory, they're not accusing anyone. They just tick a list to show that something is missing. They are not generally aware of the repercussions of that.

It'll all be sorted soon, but DCL are not quick unfortunately (I once put loads of OBC to our room but didn't spend as much as I thought we would so had about £400 left over. Took me 9 weeks to get it credited back from DCL)!

[Guest]

Originally Posted by Bats

DCL will only have the fact that it is not there as their proof. There's no need to get worked up though, they are normally very good at sorting this type of thing as sometimes the stateroom hosts remember one thing, but actually, it was something else.

If you have photos of the room when you first entered (most new cruisers take photos), that would show that it was missing.
If it's your first cruise, you don't know what should or shouldn't be there, so you can't report anything missing.

The stateroom hosts just do an inventory, they're not accusing anyone. They just tick a list to show that something is missing. They are not generally aware of the repercussions of that.

It'll all be sorted soon, but DCL are not quick unfortunately (I once put loads of OBC to our room but didn't spend as much as I thought we would so had about £400 left over. Took me 9 weeks to get it credited back from DCL)!

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Bats it might be worth getting worked up for this family as they might not have this type of cash to have spare or to wait for it , but will say nothing more just incase it upsets anyone... ps they know fine well what the repercussions are ,and i think they hope no one will bother saying or doing anything about it.

[Guest]

I think that is terrible!

Shame on you DCL!
That is not the end to the luxury exprience that disney offer.

I suggest a you contact DCL and make it very clear you want to see the evidence of you taking the blanket ( the evidence that they don't have) and make it clear you will be starting legal proceedings if they cannot provide the video evidence.

Absolutely terrible!
I think I may now not put my card on and pay cash only so they cannot do thisz

[Bats]

Originally Posted by stevb63

Bats it might be worth getting worked up for this family as they might not have this type of cash to have spare or to wait for it , but will say nothing more just incase it upsets anyone... ps they know fine well what the repercussions are ,and i think they hope no one will bother saying or doing anything about it.

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I would beg to differ. The host goes into the room and sets everything up ready for the next guest. They notice something missing (pillow, blanket, other large item), they have to go to the stores and report it missing to be able to get another one. They don't accuse anyone, they just have to get a new one and that's the process to follow.
I know you want to think badly of everyone on DCL, but the hosts get no benefit from reporting anyone or accusing anyone. They don't get a bonus, or a day off for it so why would you think they could 'get away with it'.
Of course it's a lot of money to have tied up, but starting legal proceedings and contacting cc companies etc could take just as much time as DCL will take to investigate.
All the OP has to do is write to DCL and stress how they would like it resolving quickly as they need the money. Keep pushing DCL would be my plan. If DCL say that the charge stands, that would be when I'd contact cc companies etc.