So angry..

recently stayed for 2 nights at IC Sydney. At check-in I presented my Ambassador free weekend night certificate to cover the second night. if it wasn't valid I was actually prepared to cancel the stay as it wasn't worth paying the full 2 nights (home town stay for husband's birthday..)

Check-in girl asked me to sign the voucher and said it was fine, stapled it to something, who knows what and thats the last i saw of it.

On checkout i explained the various errors they had made on my bill including charging for both nights and they took everything off.

2 weeks later my husband checks the credit card statement and sees they've charged us twice. Once $382 which I approved - includes $310 room plus c$70 food.

The other is $380.95. Complete surprise.

Apart from anything, they are not only charging twice for the room but also for all the food!!

I have rung the billing dept several times and dealt with a particularly inept young man who keeps promising to call me back and doesn't. He now says that they cannot find the voucher anywhere so they can't refund me until they have tracked it down. Possibly sent to Ambassador HQ - is that what they do with them?

I am appalled that due to their error I am having to pay the $380 - whether temporarily or permanently, again at the whim of whether they manage to find it or not.

Seems like a very poor way to treat a so-called valued member of their elite program.

Any thoughts??