A Bed and Breakfast Situation About This Page:

[guerns17]

So I am very frustrated!

Last Christmas my parents bought my siblings and myself (along with our spouses) a gift certificate for 300 dollars to a Bed and Breakfast. The gift certificate was simply a piece of paper with my name, my husbands name, the amount of the gift certificate and the gift certificate number.

I made our reservations for the B&B in June. I first called and the woman I spoke to told me to make the reservation online because she was on lunch and not in the office. They did not have a spot to pay for your room with a gift certificate on the check out portion of the website so she told me to fill out my CC information and type in the gift certificate number and amount in the Special Requests typing box.

I did just as she asked and they sent me a confirmation number, so we were all set. A few weeks later I received a receipt email re-confirming everything. Then last week I recived a reminder email about our stay, which was last night.

So yesterday we arrive to check in and we still owed 8 dollars because the room stay came to 308.00. We pay the 8 dollars and then they ask for the gift certificate. Well I didn't have it because after I used it online to book the room I threw it away. Apparently they take the original gift certificate back when you check in so that you can't give it to someone else to use. So, I told them I threw it away and they said that it was fine.

So, we went about our day, spent the night and checked out in the morning by simply handing in our keys. 45 minutes later, as we were driving to pick up our kids I recive an email saying that they had been in contact with the innkeeper and needed me to send the gift certificate or they would charge my CC the cost of the stay. I was, and still am livid.

I called them back immediately. I told them I had said when I checked in I had thrown it away. I also mentioned that my mom has the original receipt proving she paid for the gift certificates. They said it's not about that they just need the original copy. I asked why. She had no reason. They just need it ?!? So as im pleading my case she goes, " I can't talk to you right now because I'm getting breakfast ready". I said well that's ridiculous because there was time to write an email and this is over me being charged 300 dollars for a piece of paper and I'm sorry but 300 dollars is a lot of money to me. She said they haven't charged me yet and she's going to pass all of this on to the owner, who apparently doesn't even live in the country.

So, now I'm waiting to hear from the owner. The B&B was so un organized and unprofessional. The second we arrived the receptionist was complaining that she shouldn't have to be doing certain parts of her job. Later that same night the same woman was on her phone talking about how she couldn't wait to get out of here. Staff didn't know where paper work was...just crazy!!

Does anyone have any advice? Can they just charge my CC for that without my permission? If they do charge me should I dispute it with my CC company? It says no where on their website, or any confirmation or receipt email they sent that I HAD to have the original. If it said it in the gift certificates it was in the fine print. It must not be obvious to other people either because neither of my siblings brought their gift certificates either. They had to mail theirs in. Apparently I'm the major dumb one of my siblings because they didn't throw theirs away!!

Oy!! I'm just so upset that they might charge me 308 dollars for a stupid piece of paper!!

[luvnwdwgal]

Hopefully when they receive your siblings gift certificates and along with the receipt that it will all be resolved. If not, I would definitely tell them that you'll be providing an unkind review including names, to Trip Advisor and the local chamber of commerce or even the BBB.

[CinderAbby]

AFAIK, yes they can charge the card because you did give them the info from it. Whether they should or not, that's the gray area. I know myself, I would have kept the certificate just in case and tossed it only after the trip and if it wasn't needed.

In their defense though, maybe they've been told the same thing I have been at the gas station about coupons - "no coupon, no money off." I have a lot of people tell me they have coupons but when I tell them I need to actually see it before I can do anything that "I have a coupon" turns into "I can't be bothered" which tells me they don't have one. I also do not have access to any of the computers to even verify if coupons even went out. The ones who truly do have a coupon will come back. I know you did have the gift certificate but maybe none of the people there have access to the original reservation to see that you did. Who knows what they've been told regarding no gift certificates and even though the person might not like her job, she may just be following the rules she's been given. Maybe the owner has been fleeced before and wants to make sure all certificates sold are actually handed in. Who knows why but I'm sure they have reasons that really aren't up the the staff to tell the guests.

[guerns17]

Yeah, they definitely had all of our reservation information as well as the reciept of 900 dollars that my mom paid originally for all 3 gift certificates. I saw all of this when we checked in. They also had their very own copy of MY gift certificate with my name on it and everything..it was literally the same thing I had but in different paper. I totally get them worried about being taken for a ride but to solve this issue all they would have to do is check people's id's match their copy of the gift certificate...therefore no one could change the names on it or give it to someone else!

[JoanneS]

I hate to say this, but just because you said you had a gift certificate doesn't mean that the owner should believe you. Did you bring her a copy of your email? How does she know that you are the true owner of the gift certificate? Put yourself in her shoes: what if someone else calls later and says that they have gift certificate XXX and wants to book a room?

I work at a theatre that offers gift certificates. When people reserve tickets we hold the tickets in good faith for them until they arrive. At that point, we expect that they will surrender the gift certificate. Without the certificate, we do not hand over the tickets to them unless they pay for them. We have a voluntary audit every year. At that time we show the auditor the used certificates against the sales report. The innkeeper shouldn't have let you stay without the certificate. I would make that point to her and see if you can work out a reasonable solution.

[guerns17]

Well they have my valid cc number when they charged me the 8 dollars...the cc has my name on it..that matches the name on their copy of the gift certificate.

Why would I give them my cc number if I was trying to screw then over.

[CinderAbby]

Why would I give them my cc number if I was trying to screw then over.

Because you could do exactly what you said you were going to do - call the credit card company and dispute the payment (not saying you shouldn't, just answering the question). I literally had a customer the other night do it to me. The husband came in, paid for the work done on his vehicle and then left. 5 minutes later, the wife called - who coincidentally had driven away in a different vehicle so I don't know how she knows what was or wasn't done to the repaired vehicle) saying we had ruined the vehicle, blah blah blah, I'm calling the credit card company and stopping the payment. I called the service manager at home so he could handle it (which is his job) and have no idea what ever came of it. A lot of people have no conscience nowadays and try to get whatever they can for nothing. Gas customers come in with coupons that say "service only" and get mad at me when I can't give them an equivalent amount in gas. Kids at school (2nd and 3rd graders) get mad at me when I tell them things like pudding and jello only comes with bought lunches. They even tell me "but I don't want to buy, I just want the dessert". I had one kid literally begging me to let him have one "and I'll pay you tomorrow." He still owes me for the lunch he bought one day when he "forget" his lunch money at home.

Like I said, I am in no way saying this is you, it's just what people who deal with the public end up seeing. The end result is those of us who are honest end up on the wrong end of the stick.

[Huntermom]

I don't deal with gift certificates but have received them. I think it's a given that when you want to redeem one you have the certificate in hand. I don't understand why you would dispose of one before you used it.

[guerns17]

I guess I had assumed I did use it when I gave them the certificate number online when I booked the room. I truly wasn't trying to do something wrong or cause trouble. I am an honest person who just made a mistake. I, however refuse to pay 300 dollars for it when my mom has already paid for our room. Some of you may disagree but when I know I am not trying to cheat someone I'm not going to just sit by and let it go. I'll give them whatever proof they need to prove I am who I say I am. Heck, they can ban us from the B&B to ensure the gift certificate with our name on it never gets used, but I'm not paying that money.

[HiddenMickey]

How did the certificate come to your parents...by email? Would they still have a copy?

[guerns17]

No, the B&B sent 3 paper certificates to my parents. I guess I learned my lesson not to throw anything away. I get into de-clutter mode and nothing is safe from the garbage can!! I guess I shouldn't have assumed the gift certificate would work like a gift card. My mistake! Hopefully everything will work out okay!!

[Huntermom]

I think your best bet may be to see if they will refund your parents the money as an unused gift certificate. If your mother has the receipt and a copy or the receipt with the number, they may be willing to do it.

I am not doubting your honesty but I think the owner may have been burned a few timnes. Like Darlene said, there are people who just don't want to pay for things.

[CheerDisney]

I see the reasoning as to why they may have needed the original certificate. But the fact that they were not honoring your gc and were charging you the 300 should have been made clear to you AT CHECK IN not AFTER you checked out. I would dispute the charge if the full 308 is billed to your cc.

[Queen of Everything]

It should say on their website to bring the original gift certificate with you. Sorry that happened to you.

Amy

[guerns17]

Thank you all for your wisdom and support!! Well, since they emailed me on Wednesday morning and my call to them in response... I have not heard from them at all and no charges to the CC. So, that's good. I imagine if I'm going to hear back it would at least be by Monday. So we shall see!