Can't cancel a standard award by calling Club Carlson
#1
Original Poster
Join Date: Mar 2011
Location: BOS
Programs: BA Gold, AA Platinum, SQ Gold, Marriott Titanium
Posts: 1,575
Can't cancel a standard award by calling Club Carlson
I have a reservation including a award night at Lucerne. I called reservations and they told me to call Club Carlson (which closes at 7 PM EST), I called Club Carlson just now and they told me that although reservation can be cancelled without penalty but I have to contact the hotel directly.
I asked them if the Hotel also tells me the same thing, should I call you back and I was told "NO, don't call us back. Hotel should be able to cancel it. There is nothing we can do to get your 100,000 points back".
I will try to call the hotel tomorrow (the reservations is closed right now). hopefully they can cancel it.
What a frustrating system.
I asked them if the Hotel also tells me the same thing, should I call you back and I was told "NO, don't call us back. Hotel should be able to cancel it. There is nothing we can do to get your 100,000 points back".
I will try to call the hotel tomorrow (the reservations is closed right now). hopefully they can cancel it.
What a frustrating system.
#2
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,731
Why can you not cancel it online?
I have never called either hotel or club carlson to cancel a reservation - always done online and pts coming back immediately.
If your reservation has PASSED the deadline for free cancellation, then yeah, you have to plead for hotel's mercy. Is it the case here?
I have never called either hotel or club carlson to cancel a reservation - always done online and pts coming back immediately.
If your reservation has PASSED the deadline for free cancellation, then yeah, you have to plead for hotel's mercy. Is it the case here?
#3
Join Date: Jan 2006
Location: RIX
Programs: SAS Lifetime Gold, HHonors Lifetime Diamond, TK*G Elite+, airBaltic VIP, Sixt Plat, Hertz Gold
Posts: 1,079
This is quite common with Club Carlson award stays, points & cash, 2for1 and 4for2 reservations. Calling hotel directly may also cause questions because not all reservation agents are used to non-revenue and status based bookings.
#4
Original Poster
Join Date: Mar 2011
Location: BOS
Programs: BA Gold, AA Platinum, SQ Gold, Marriott Titanium
Posts: 1,575
I can't cancel it online coz there is NO cancel link for this reservation. All other reservations do.
This is a 3 night reservation with the last night free for club Carlson Visa card.
My travel plans have changed so I am keeping the reservation now but I will still call the hotel to ask them what the issue is.
I will keep you posted.
Thanks a lot.
This is a 3 night reservation with the last night free for club Carlson Visa card.
My travel plans have changed so I am keeping the reservation now but I will still call the hotel to ask them what the issue is.
I will keep you posted.
Thanks a lot.
#7
Join Date: Sep 2011
Location: ORD/MDW
Programs: AA EXP, DL-Plat, WN-CP | Hotels: Choice-Gld, IHG-Plt, Rad-Gld, HH-Dia, Hyatt-Glob, Marriott-LtPlt
Posts: 2,888
I had this experience with the Radisson Blu Lucerne.
#8
Join Date: Mar 2014
Location: London
Programs: BA Silver, IHG Spire, Radisson Gold
Posts: 991
Surely it'd be best to just cancel online? Unless you're past the cutoff time in which case don't expect to get your points back.
The hotel are in the wrong any way, based on my experience with Carlson Rezidor, once the reservation is made, ownership is with the individual hotel and they have to make all changes (unlike IHG for example where it's central), so you'd need to get the hotel to sort it.
The hotel are in the wrong any way, based on my experience with Carlson Rezidor, once the reservation is made, ownership is with the individual hotel and they have to make all changes (unlike IHG for example where it's central), so you'd need to get the hotel to sort it.
#9
Join Date: Sep 2014
Location: London
Posts: 342
I've had this before too. I wrote an email to the general park plaza representative and he cancelled the reservation for me.