I stayed in The Lexington New York City, Autograph Collection-Marriott Hotel around two weeks ago and recently have discovered that the hotel did charge me twice for the same reservations. However, I could not find a proper email on the web for addressing this issue. Where and whom should I write to?
Definitely call the hotel, as they can probably get it resolved the quickest.
This may seem like a stupid question, but both charges are posted/completed transactions, correct? Not pending transactions. Often times hotels put in an authorization for an amount, and the final charge may post separately, and the authorization will drop off after some time.
YogiB My only question regarding this approach is this:
How would the hotel have evidence of proof of stay on same nights and billed twice unless there were 2 room numbers? Whatever works. I agree that the hotel is the first source to resolve this, but it's really just match. X$/night x Ynights x Z rooms = charge (adding in taxes of course)
Your CC company will only contest one of the two charges with the hotel.
The hotel will submit proof of your stay to confirm the charge.
The CC company will accept the proof.
I've had a situation in which a Delta couldn't find my reservation upon arrival, so just set me up in a room with my CC for incidentals. My client, which made the reservation, checked out for me the next morning and assured that they would be charged, not me. However, I got charged nonetheless. The front desk manager wanted to help me, thinking it was the "on hold" charge that wouldn't leave. In the mean while, I ask the CC company to contest.
When it was clear the charge wasn't the "on hold" for the incidentals, but the room charge, every cooperation from the hotel dropped with the argument that they didn't see any trace of that my client paid for my room. Thus, they showed proof of my staying to the CC company who refused my contestation. I ended up asking my client half a year later to, AGAIN, go with proof of payment to the hotel to sort it out for me.
Ever since, I'm not leaving town any more without a solid reservation number. If ever someone misspells my name, I can still avoid this kind of nightmare.
I would also be happy to look into this for you, SDuck. If you send me a direct message with your Rewards number and the reservation number for this stay, I can get started.
Highly appreciate for all your constructive feedback.
Actually I have been communicating with the staff in the accounting department of the hotel by email for a whole week. Unfortunately up to now no obvious progress has been made to solve the problem. It's really annoying. Therefore I was looking for a customer service support as an alternative means to help settling the issues.
I am now looking forward to AndrewT's help in getting everything fixed as soon as possible.
Definitely will go for Dansplan's suggestion to communicate with the credit card company for settling the dispute in the worst-case scenario.
I have to say SDuck I am surprised that the hotel hasn't sorted it out quickly. Mistakes happen, but it is what happens when they are identified that is the issue. Have they said why they can't just refund you?
The staff in the accounting department said there was a duplicate reservation under my name and thus they charged me twice. I did not make duplicate reservations and also I have not been told anything about the duplicate reservations during check-in.
The staff said nothing could be done at this level and advised me to write to the manager of the department but unfortunately I still have not got any reply at this stage.
While an error, this is unacceptable in its attempted resolution on so many levels. That staff would tell you to *write* another department within their hotel to have them address this makes it sound like they are in a building the size of the Pentagon with as many layers of bureaucracy.
I don't know if you live outside of the US and so a phone call was less convenient for you, or if you just chose to use e-mail for another reason, but I would have been a frequent caller until they were dying to get this resolved for me.
Unless you have exceeded a time limitation, I can't see why the hotel itself cannot resolve this, unless they just do not wish to do so. Next stop: credit card dispute.
In the interim, obviously make sure to note the names and any additional information such as date/time you spoke with any staff at the property, or had contact with them, so you can lay that out succinctly for CC provider or wherever you take this next.
Perhaps the MI ombudsman will be able to get some traction for you.
Please report back your resolution.
Tommo781 Do people enjoy spending their time arguing or thing the hotel gives a hoot if you "try multiple times to work it out with them"? After one attempt and a denial - let your CC (as in Credit Card company) do the heavy lifting and they don't even get aggravated on either side. It's just math!! Works 100% of the time for me.
I am really surprised with the rudeness and impoliteness of the customer service of this hotel. No one was helpful and just won't listen to the customer. Even the staff who promised to look into the problem gave no reply finally. Definitely will stay away from this hotel and probably from the whole hotel chain in the future. There are a lot of alternatives especially in NY.
Dispute both charges for the hotel stay with your credit card company. Are the charges for identical amounts?
Dispute over the phone, be sure to tell the representative that it was a double charge. The bank will likely get it taken care of after disputing over the phone I would send a written dispute to the bank as well. If it's been more than 60 days you're like SOL
I don't know how long it has been now, but it's likely your chance to react to this is running out, so I'd get on it.