Casimir

I noticed today my credit card has been charged for a future stay at the St. Regis Houston. I had booked a nonprepaid rate. I checked the reservation on the website and the confirmation email, and confirmed this fact. I called, and the person said I had booked a prepaid rate. I said she was mistaken and explained the above. I was placed on hold for several minutes, then was told the manager had okayed refunding my prepaid amount, and would I like to book at current rates. So, they were acting as if they were magnanimously forgiving my error.

I said this was unacceptable because I booked a rate on their website and now I was being asked to pay more for their mistake. Magically, the current rate dropped $30/night to approximately what my initial rate was.

This experience reminds me of pressing for an upgrade I'm entitled to at an empty hotel still selling suites when I'm traveling with family. It leaves a bad taste in my mouth.

To be fair and clear, the woman I dealt with was professional and courteous throughout. She clearly is trained not to admit mistakes, or even investigate them.