We are season pass holders and visit Universal at least 2–3 times per year from New England. We've never had an issue until now. During check-in at the Hard Rock Hotel, due to a mistake by the staff member assisting us, my bank card was charged nearly six times the correct amount. Instead of the expected $600, it was nearly $3,000. We work hard and save carefully for these trips, and this error completely wiped out our available funds — leaving us with zero spending money for 1–3 business days while the issue is resolved. Now, I have to explain to my kids that despite planning ahead and saving, we won’t be able to enjoy parts of our vacation due to a mistake made by the Hard Rock staff. If any overdraft fees occur, I’m expected to cover them myself. When I asked for a simple courtesy, like comping a dinner to help ease the hardship they caused, I was told there were "no notes on the account" — not surprising, considering if proper attention had been given in the first place, the error likely wouldn’t have happened. We have stayed at every Universal hotel over the years, but we will not be returning to the Hard Rock Hotel. Shame on them for making a massive financial mistake and refusing to help in any meaningful way afterward.