Chris W.
Yelp
This review has to do with the reservations department and specifically , Jaime Fonseca. Our family has been coming to Pueblo Bonito and Quivira for the last 5 years and have loved it, but what Jaime did recently was fraudulent and illegal.
Periodically, an employee named Jaime Fonseca from the reservations department has reached out via email regarding reservations and to book certain things at the resort. I recently responded to his email asking about what rates were at Quivira Golf Club and if he could help us book a tee time for 3 players for our stay in December 2023. He responded with the rates(see pic below). I asked him, if we paid today, could be book a 7:45am tee time(prime time) for the cost of mid morning round(which would be $296). We have been here many years and with various things at the resort(such as all inclusive) they give you one price and you can normally get a "special deal" or negotiate the price down some. Jaime responded yes, he could honor that if paid today. I again emailed him to confirm the number for the 3 players requested ($296 x 3 = $888, see screenshot below) and he confirmed thats correct. When he called me about 30min later to get the payment info, I one more time confirmed on the phone with him that $888 would be charged to my card, and he said yes.
I look at my credit card statement the next day, and $1,188 was charged to my card. Even if he(or the golf course) mistakenly charged me the prime time rate for our 3 players, that would still be $180 less than $1,188.....I have no idea where that $1,188 number came from(maybe he added an extra $300 personal tip for himself?), but I immediately notified my bank and called Jaime. Of course, when calling reservations, no one could transfer for me to him, and his quick responses via email turned to be very slow. He now says it was a misunderstanding, but has not offered a refund for $300+ he overcharged me. I have called the reservations dept multiple times to speak to a manager, and I keep getting the "our supervisor will call you back" but no one has. I hate to be the person to post negative stuff on social media, but I don't know how else I will get Pueblo's and Jaime's manager's attention to fix this mistake on their part.
I want to keep the tee time at the agreed upon price, is that too much to ask?