Last week Sunday/Monday I was reserving a room in Beijing for the weekend of Nov 4th and the website kept saying "could not complete your reservation." I tried a couple of times and gave up. When I came back into the system - it had made 15 room reservations for the same two nights.

They admit it was their website having problems, but I have spent 4-5 hours on the phone, on emails, etc trying to resolve it. I even got a call from the hotel GM in China (they are very nice). The extra $4,120 they charged to my credit card will take THREE weeks to reverse. Which affects my credit limit, could push me into finance charges, etc. Plus the time spent on this.

And the "guest relations" manager in Salt Lake City (a young guy named Joe) when I kept pushing them to offer more than a lame apology - he said "this silly matter is resolved." Really? Is it? Because I still have the charge on my account a week later, plus all the time wasted trying to clean it up. Who thinks this is an adquate resolution? I sure as hell don't.

Who else has anyone gone to above guest relations? They really don't give a ..... I went on Amex and disputed the charge (that should ding their standing a little bit) so it won't trigger finance charges. Marriott or United Airlines offers a "sorry, here are some bonus points for your trouble" - and IHG only says "too damn bad, get over it."

Anyone else gotten better apology then that??