American Express Membership Rewards - So angry at Centurion... where to go? (re $500 Wynn deal)

When I got the $500 Wynn deal, I was on the phone with Cent travel to close the deal. They gave me the choices of the various Tower suites that could be used with the promotion. I was charged up front and told that the $500 would be recredited upon check out.

We had a great stay (was upgraded to an even better suite). At check out, I asked about the credit, and they said that Amex would take care of it.

A week goes by, no credit. I call Centurion. They tell me I was not booked into a room that counts, and that no credit is due. I asked for a sup. Sup told me she would set up a dispute.

"Not acceptable," I replied," I want this resolved now, and I want AMEX to take responsibility."

I am still on hold.

We called PTS recently to book an FHR room at the Ritz in White Plains, NY.

We wanted a Concierge Level Room. Reviewed all including FHR amenities with rep and received confirmation via email. It had no mention of FHR. I contacted Amex the next day and was told that that location does not have FHR Concierge level rooms. "Why did you book one for me?", I asked. Naturally, they had no idea.

the more of these horror stories i hear the less and less i want a black card

...I was charged up front and told that the $500 would be recredited upon check out.

..


thanks for the post. if they insist on doing certain things like that, ill have to avoid those particular things.

the more of these horror stories i hear the less and less i want a black card

Some people are disappointed with the Centurion card partly because of their excessive expectations. Maybe because they believed the legends about the card before they got one.
Centurion is a charge card with some benefits that are useful for you or not .. but only those described in the booklet you can find in the welcome package.
Customer service & Concierge are not in all cases better than with other Amex cards.

well, im not one of the peopel who takes advantage of the concierge service, i like being hands on and doing the stuff myself, i like researchign places to go, makign reservations and all that myself. but whats the point of paying $7500 the first year and then 2500 or w/e every year after that if they just gonna screw u out of the discount you are supposed to get

Some people are disappointed with the Centurion card partly because of their excessive expectations.

That may be true, but in the OP's case, I would certainly expect the $500 to be credited from my bill at the Wynn at time of check-out based on the gift card that was sent. I would never expect to see the full charge and a later credit applied, but the credit applied to the hotel invoice and the net amount, after the $500 credit, being the only charge to my Centurion.

There have been a few other posters on this forum who took advantage of this offer. Perhaps one of them will chime on about how it worked for them.

Susan

That may be true, but in the OP's case, I would certainly expect the $500 to be credited (...)

Dear SusanDK, I agree that it's not a good business practice to refuse (or forget) to do what was promised ;)

Some Centurion cardmembers expected an extraordinary high level of service. Maybe Amex gave people the impression that having the card entitles to the same "benefits" as if you were Oprah Winfrey or Warren Buffet... but cardmembers should only expect the benefits described in the booklet. Unfortunately.

but cardmembers should only expect the benefits described in the booklet.

I agree that one shouldn't *expect* to get the various complementary gift cards, as this is an extra perk and they are targeted to only some card holders. This thread isn't the same as the person complaining that they didn't receive any of the gift cards.

The OP received the Wynn offer and booked a trip to use it. I don't think it's unreasonable to expect it to be honored, once it's been received.

I also received the Wynn $500 gift card, but I don't have it nearby and don't remember how it was worded. So I don't want to say definitively that the OP's expectation was either reasonable or unreasonable.

But if I planned to redeem it, I would expect it to be honored without a huge hassle.

Susan

That may be true, but in the OP's case, I would certainly expect the $500 to be credited from my bill at the Wynn at time of check-out based on the gift card that was sent. I would never expect to see the full charge and a later credit applied, but the credit applied to the hotel invoice and the net amount, after the $500 credit, being the only charge to my Centurion.

There have been a few other posters on this forum who took advantage of this offer. Perhaps one of them will chime on about how it worked for them.

Susan

I just came back from the Wynn and used my $500 Centurion credit. I had no hassle at all but I had to check the bill and alert them of the credit, even though they knew about it at check in. They also forgot the $90.00 lunch credit until I checked the bill. Also, be aware that the complimentary continental breakfast does not apply for room service at this hotel. You need to go to the coffee shop or the buffet. After arguing this point at check out, they credited the $20.00 per peron value towards my bill.

On the nice side, they offered me the upgrade from the Parlor Suite to the Salon Suite without having to ask:)

Anyone have experience gifting (or receiving as a gift) this credit?

My dad got it on his card and I was wondering if it would be possible for me to use it. We would be able to fax a copy of his card/prepay or whatever it took. Think this might work?

I have the same frustrations several time... the Ritz South Beach... supposed to have a double upgrade at time of booking... I get there and no upgrade. I call Centurion travel and they tell me that it was not available... God forbid that the agent told me that before the trip. I was quite angry and it did get resolved... but....

next one... booked a suite at a hotel in Puerto Vallarta, the conf come in the email with no reference to the room type i.e. suite. I call back... they tell me they have to call the hotel the next day and would call me back... NOT... I had to make three phone calls to get a confirmation that had the room type on it.

It is sad to say but I remind everyone to get it all in writing and check the paperwork thoroughly... you would hope at the top levels that standard of service and care would be there... but it is not. I do not use CTS unless it is a FHR or exclusive Amex program.

Anyone have experience gifting (or receiving as a gift) this credit?

My dad got it on his card and I was wondering if it would be possible for me to use it. We would be able to fax a copy of his card/prepay or whatever it took. Think this might work?

Any thoughts on this? Gotta do some mileage runs this year, it would be nice to turn one into a night or two at the Wynn. If not, I guess I should seriously consider trying to convince him to add me as an additional cardholder - with the amount I'm spending on mileage runs, just outright having the status would be worthwhile even after the $1500 fee.

I have the same frustrations several time... the Ritz South Beach... supposed to have a double upgrade at time of booking... I get there and no upgrade. I call Centurion travel and they tell me that it was not available... God forbid that the agent told me that before the trip. I was quite angry and it did get resolved... but....

next one... booked a suite at a hotel in Puerto Vallarta, the conf come in the email with no reference to the room type i.e. suite. I call back... they tell me they have to call the hotel the next day and would call me back... NOT... I had to make three phone calls to get a confirmation that had the room type on it.

It is sad to say but I remind everyone to get it all in writing and check the paperwork thoroughly... you would hope at the top levels that standard of service and care would be there... but it is not. I do not use CTS unless it is a FHR or exclusive Amex program.

Double Upgrade? No. If you book a Centurion rate, you get one upgrade at the time of booking. You'll know instantly if you get the upgrade, because if it isn't available, the Centurion rate won't show for the room. When you book with this rate, you are NOT entitled to another upgrade on arrival.

If you booked under a FHR rate, you do not get an upgrade at time of booking, and are eligible for a one category upgrade upon arrival, based on availability.

Nothing in Centurion will entitle you to a double upgrade at Ritz. I've stayed at RC South Beach, and sure they may do you a favor and give you an additional upgrade, but that's them being nice.

I don't know where you heard about being entitled to a double upgrade. If CTS told you that, I'd be pissed. If they didn't, it's your own fault. CTS emails the itinerary to you. Didn't you review it? It clearly states the upgrade details (often in BOLD CAPS).