FlyerTalk Forums - View Single Post - Sheraton Newark Airport Lost A Valuable Guest (fined for smoking when I didn't)

Jul 24, 2009 | 3:00 pm

#15

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Join Date: Oct 2003

Location: New York, NY

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Posts: 10,869

Quote:

Originally Posted by ldsant

I just don't understand why you won't let AMEX take care of it? Isn't that one of their "offerings" for having them? Dispute it and let them do their thing. I really wouldn't stress over this; several people have had this happen to them over the years and it's been worked out.

I personally do not think letting AMEX handle it is the right thing. Why did the hotel charge him to begin with? AMEX isn't going to ask that, they are only going to credit him. (Does having AMEX investigate kick off a CCS inquiry?)

There needs to be an investigation as to why he/she was charged; why when he called and spoke to several staff members he was denied without a full explanation. Customer service will surely look at all that. Could the smoke alarm be faulty ie, giving off a false-positive, giving the impression the OP smokes?

Contacting CCS will open an investigation and hopefully prevent the next guest, that has with "issues" with this property, from having any grief.