Regal Non-Reversal of Hotel Charges

I did an evaluation for Regal on August 21. The charge has not been reversed. I emailed the scheduler last Monday and did not receive a response. I followed up on Friday, and the response was, "I sent this to the sales rep. Unfortunately we have no control over when xxxxxx reverse the folio. It is usually within 7-10 days. Have a great weekend." All of my other hotel shops with Regal have been reverses in less than a month. I sent another email this morning expressing my concern that it had been 48 days and requesting some more investigation. The response was there was nothing else to do. Xxxxx hotels are on their own timetable.

From my readings on here, this does not seem to be how most MSC's respond to similar situations. Am I right to be concerned?

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Yes, you are right to be concerned. But also, I am surprised because when one hotel did not reverse my charges within 10 days, I got in touch and Regal stepped in and got them reversed within about 3 days.

Based in MD, near DC
Shopping from the Carolinas to New York
Have video cam; will travel

Poor customer service? Don't get mad; get video.

This happened to me once and they end up sending me a check with the total hotel charges.

depending on the card used your time is ticking fast
on when you can dispute the charge with your
credit card company. Let Regal know you intend
to dispute the charge if it is not reversed within the
next 10 days as generally speaking longer than 60
days the card companies won't help you.

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There are no stupid questions, but there are a lot of inquisitive idiots
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When you try to please everybody, you end up pleasing nobody

BTW, I now remember Shawn telling me once that they never know for which shops the charges will be reversed and for which they will get paid and then pay the shopper by check. Their recent pay period has been right around 60 days.

Based in MD, near DC
Shopping from the Carolinas to New York
Have video cam; will travel

Poor customer service? Don't get mad; get video.

Thanks, Wales. When I asked him about a reversal on a prior shop (same brand, different level), he told me that that one was a reimbursement. I apologized for bothering him and said that was the first non-reversal for me. He said about half were reimbursement. Then he added that the xxxxx's are always reversed. This time he said he has no control and the reversals are on xxxxx's timetable. He said there's nothing to investigate and nothing he can do about it. I think he would have said if there was a possibility that it was a reimbursement not a reversal.

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Thanks to all the forum members!

techman01 Wrote:
-------------------------------------------------------
> depending on the card used your time is ticking
> fast
> on when you can dispute the charge with your
> credit card company. Let Regal know you intend
> to dispute the charge if it is not reversed within
> the
> next 10 days as generally speaking longer than 60
> days the card companies won't help you.

Thank you, techman. I will try that tomorrow.

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Thanks to all the forum members!

I did a hotel shop for Regal in late May and received reimbursement by check for the room charge, food, and drinks in August If I remember correctly, all of the other room charges for shops I have done previously were reversed and the shop fee, food and drinks were paid by check. I do not know why Regal reverses charges for one client and pays by check for another. Thoughts?.

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What you get by achieving your goals is not as important as what you become by achieving your goals. -Henry David Thoreau
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Real generosity is doing something nice for someone who will never find out. -Frank Clark
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The client makes that choice, not Regal.

There are reasons that a body stays in motion
At the moment only demons come to mind

briffin,

Yeah, that's what I thought too.

The client is the alpha dog. The MSC is the beta dog. Guess who is the rag doll??? Hehe

Update:

Before I sent the dispute email, I received an email this morning telling me that this has been escalated to "corporate". I feel a lot better now that it is being taken seriously. Thank you all again for your help and advice.

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Thanks to all the forum members!

Update:

Well, it has been 14 days since my non-reversal was "elevated to corporate" and still no reversal. Yesterday, I received a check for my reimbursement (cash expenses) from the shop, which was on August 21. Now, something else has happened. Out of the blue, my shopper grade changed from A to B.

The thing is, every grade I have received has been an A. I have never been contacted by an editor except for my first shop when I went to the wrong bar in the hotel because I did not know "sports bar" meant the bar in the hotel restaurant. I still received an A and full pay on that shop. So, every grade has been an A, and my overall grade has stayed an A. And now, suddenly, I haven't even done an evaluation since early September, and it changed to a B at some point in the last two weeks. How can I get an A on every shop and have my grade change to a B when nothing has occurred? I emailed the scheduler, and he wrote back:

Sorry, but I have nothing to do with that area. I know we have been reviewing all of the grading system, and reserving A's for agents who have performed more difficult audits and been timely, and have written well. As our agents grow we needed to re tool our scoring.

This is all so frustrating for me.

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Thanks to all the forum members!

Your check did not include the cost of the room?

Linda, no, it did not.

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Thanks to all the forum members!

That is actually very strange and worrisome. Whenever the hotel did not reverse for me, Regal would pay me the cost of the room via check. Please keep us updated and I hope the charges are reversed soon!!

I had one shop with directions that said the shop would be reversed. The scheduler communicated with me and tried several times to get it reversed. Then he found, on investigation, that that particular property did not do reverses on charges. I was then informed that it would be the normal payment for reimbursement. I did that shop the first week of August 2014 and my payment was received this week.

Maybe it was a similar situation, check your mail for a check, if you have not already resolved the concern.

Thanks Michael. The scheduler has told me three times that this is the only client that insists on reversals and that there is nothing he can do about it. I did receive a check this week. It was for my cash expenses and shopper fee only. The hotel charge was not reimbursed.

***************************
Thanks to all the forum members!

Edited 1 time(s). Last edit at 10/25/2014 04:28PM by Bayberry.

If it helps, my hotel shop from early Sept was just reversed a few days ago.

Thank you for this thread. I was considering a mini stay-cation with a Regal shop. If payments are a hassle, I will reconsider.

I would like to hear updates from y'all about this company. Do they stretch payments out to the full 90 days, or are people seeing quicker turnaround?

I have a Regal hotel shop scheduled for next month. The directions say that I can use my credit card for payment at checkout but does not say that reimbursement is in the form of a reversal. Should I be concerned that Regal may distance themselves from the responsibility to pay my hotel bill because the hotel chain management does not reverse my charge? I have not done a hotel shop for Regal previously.

Bayberry, update? Did you get reimbursed for the hotel room? It has now been another month. Has there been resolution?

If it doesn't specify, then Regal will reimburse you... Albeit three months later.

wanderwoman Wrote:
-------------------------------------------------------
> I have a Regal hotel shop scheduled for next
> month. The directions say that I can use my credit
> card for payment at checkout but does not say that
> reimbursement is in the form of a reversal. Should
> I be concerned that Regal may distance themselves
> from the responsibility to pay my hotel bill
> because the hotel chain management does not
> reverse my charge? I have not done a hotel shop
> for Regal previously.

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