Club Carlson switch reward stay terms on my reservation
Jun 16, 2014, 10:08 pm
#1
Original Poster
Join Date: Sep 2011
Posts: 24
Club Carlson switch reward stay terms on my reservation
Has anyone come across this before?
I booked a points only stay at Park Plaza in London. 75k points, zero cash. Reservation made October 2013 for June 2014 stay. Have reservation email to confirm zero GBP + 75k points reservation.
Just prior to travel today so I go to Club Carlson account today and see that reservation includes a 120 GBP per night charge. Wasn't expecting this.
Call to 800# and I'm told I must have booked a points + cash rate by mistake. (I know I didn't and have email to prove it.)
Advised that I need to call customer care to discuss options. This 800# is currently closed but will call tomorrow.
Anyone come across this before? I feel conned. Want to give myself best chance of success with tomorrow's customer care call so appreciate any previous experience/ advice.
Thanks!
I booked a points only stay at Park Plaza in London. 75k points, zero cash. Reservation made October 2013 for June 2014 stay. Have reservation email to confirm zero GBP + 75k points reservation.
Just prior to travel today so I go to Club Carlson account today and see that reservation includes a 120 GBP per night charge. Wasn't expecting this.
Call to 800# and I'm told I must have booked a points + cash rate by mistake. (I know I didn't and have email to prove it.)
Advised that I need to call customer care to discuss options. This 800# is currently closed but will call tomorrow.
Anyone come across this before? I feel conned. Want to give myself best chance of success with tomorrow's customer care call so appreciate any previous experience/ advice.
Thanks!
Jun 16, 2014, 10:29 pm
#2
Join Date: Jun 2001
Location: Copenhagen, Denmark
Programs: SAS EBD, BA Gold, Bonvoy Titanium, Hertz PC, National Exec Elite
Posts: 553
Just checked, and the same has happened to my points only reservation in London in July - now showing points + a cash component of GBP120/night. My reservation was made before the points price increase this spring.
I'm not worried since I have confirmation email, but please report back after your investigations.
I'm not worried since I have confirmation email, but please report back after your investigations.
Jun 18, 2014, 7:06 pm
#3
Original Poster
Join Date: Sep 2011
Posts: 24
Update
Call to customer care and I'm told that the 120 GBP cash requirement that shows on the online reservations is a "computer glitch" and everything will be OK when i get to the hotel. Will add another update if it's not.
Jun 19, 2014, 6:08 am
#4
Join Date: Apr 2014
Location: TMP
Programs: AY+ Plat, SK Gold, BT VIP, Radisson Premium, Accor Platinum
Posts: 794
I've now had two cases (in UK) where the price has changed after reservation.
The first one I noticed at check-out, all the daily prices had changed. Lucky I had the confirmation email to prove the original prices so they corrected the prices.
The other one came up as I cancelled one 2for1 reservation, the second night had a price added.
This has never happened to me before.
The first one I noticed at check-out, all the daily prices had changed. Lucky I had the confirmation email to prove the original prices so they corrected the prices.
The other one came up as I cancelled one 2for1 reservation, the second night had a price added.
This has never happened to me before.
Jun 20, 2014, 9:55 pm
#5
Join Date: Jun 2012
Location: Las Vegas, NV
Programs: DL DM, Hilton Gold, Caesars DM
Posts: 22
Just checked my upcoming stays - I have a points-only stay in DUB at the end of July that is currently showing 0pts + 0.68 EUR instead of the correct 44,000. This is a much better deal than the flash sale! 
All my other stays (half points-only, half paid) price correctly...including one at the same DUB location a week and a half prior.
All my other stays (half points-only, half paid) price correctly...including one at the same DUB location a week and a half prior.
Jun 21, 2014, 2:07 pm
#6
Join Date: Jul 2003
Location: WAS/ Silver Spring, MD,USA
Programs: UA/AA
Posts: 857
I had a similar experience with an award reservation I have for the end of the year. After seeing the charge appear on my points booking, I called Carlson customer service and they
removed the charge and sent me an updated reservation e-mail. Was also told it was a "glitch". Hmm, always good to save those initial reservation e-mails for reference.
removed the charge and sent me an updated reservation e-mail. Was also told it was a "glitch". Hmm, always good to save those initial reservation e-mails for reference.
Jun 21, 2014, 7:10 pm
#7
Join Date: Apr 2001
Location: Varies :-)
Programs: AS; AA; UA; DL; VS; BA; Nat'l Emer. Exec.; AGR
Posts: 2,250
Jun 22, 2014, 5:16 am
#8
Join Date: Jan 2011
Posts: 49
I have only had this once when I went to Amsterdam Art Hotel, was asked for £120 at check in (or out) and I obviously challenged. They would only refund me after seeing my original confirmation and calling clubcarlson. However was dealt with in good grace.