Originally Posted by
MSPGabe
Not sure exactly what to do here.
Had a stay at the Sheraton Anchorage this past weekend. Arrived late, around 9:30 PM.
Confusion at check in, as they thought I had already checked in. Apparently a front desk rep from earlier in the day had checked someone else in under my name.
It was handled remarkably well by the front desk. There was about a 10-15 minute wait while they sorted things out, so they upgraded me to a Suite as an apology.
I certainly didn't need anything like that, just wanted my normal room.
Anyways, now after the fact, I notice my card's been charged a bit more than what I booked at. $10 or so, not the end of the world.
But I'm also not getting Stay/Night credit, and only show ~30 SPG Points awarded, and no Welcome Gift. I would assume this is because of the issue at check in.
What to do?
How bad was the earlier front desk error, by which I mean to ask whether it was a case of reservations for people with similar names, so that John Smith shows up and is given the room that had been assigned to Jack Smith, where John Smith also had a reservation? Or did some random person manage to get your room by claiming to be Smith, with the front desk agent failing to check ID?
Was your room prepaid? Did you get a copy of the bill when you checked out?
It sounds like the hotel still has you confused with someone else. Luckily for you the other person didn't order caviar and champagne from room service or otherwise run up a big bill.
I hope you still have a copy of your reservation confirmation showing the rate and number of people. [$10 per night could be the charge for an additional person in a standard room.]