Right now I am furious with Palace Resorts!!
A guest from my daughter's" May 2010" wedding at Aventura Spa Palace called me on December 9th saying that Palace Resorts just charged their credit card $80.00. When I told my husband, he said we had just been charged $13.00 from Palace Resorts on our credit card. When we tried to call member services we were put on hold for 1 hour and then got an answering machine and my husband left an angry message. ( We also emailed our financial officer at Palace Resorts, but he has not answered us back yet either). Friday, a woman from member services called back and left her extension # to call her. When we tried to call her back the phone would only ring once and hangup
Last night, we had another "May wedding gues"t call us and say they were just charged $128.00 on their credit card from Palace Resorts.
Today, after being on hold for 20 minutes, I was finally able to get through to the extension # given us and it turned out just to be the general member services #. The woman who answered had no idea what the message was that my husband had left and said no one does. They are just given phone numbers to call back from members who had left messages, but no details. So I tell her everything that is going on and she says, they know about the charges, but they do not know exactly where they are coming from. She went on to say that all members and their guests are being charged for something they had forgotten to charge them for when they were at the Resort (I do not know if this is just ASP or all Palace Resorts and from what months)! I said that is crazy!! We paid our bill in full before we left ASP, as did all of our guests, and now 7 months later you are charging everyone all differant prices, but can not tell us what it is for?! The young couple who were just charged $128.00 maxed their credit card to go to ASP and did absolutely nothing extra that was not included in our membership. She kept saying, well maybe they did something extra or bought something from the shop that was not charged in May. I said, "absolutely not!
I said to her, "Do you think this is right?" and she said "no".
I told her we are afraid someone at Palace Resorts has stolen credit card #'s, but she said no. But then she said again, we do not know where these charges are coming from.
I asked her what do we do now and I told her everyone is disputing the charges on their credit cards. She said,Palace Resorts is telling everyone to make a copy of their credit card statement for the time they traveled to Palace Resorts (for our group that would be May) and then make a copy of your December credit card statement and fax them to accounting at 305 416-6515.
(I do not know how this will help).
This whole thing is just so crazy and I guesssthe rest of our wedding guests will be calling us soon, also.
So anyone who is a member or a members guest who has been to Aventura Spa or any other Palace Resorts this year check your credit card statements now.
One other thing, we had a few guests who did not use our membership and went through Apple. They did not receive any unauthorized charges - funny that Aventura Spa Palace would only "forget" to charge people who vacationed there,that were members or guests of members, for unknown items!!
Sorry this has gotten so long, but I am just so upset and want other members to be made aware. Apparently other members are also calling to complain about the charges.