I made two FULLY REFUNDABLE reservations at this hotel for February 2017. I canceled back in early December. Was never refunded my deposit (which was for the entire price of the stay plus taxes).
I contacted the hotel and they said they would process the refund. That was on 12/8/16.
They never did so I disputed the charge with Amex (I used my SPG Amex for the reservation).
Amex denied my dispute saying they had received proof from the hotel that the room was non-refundable!! They showed me communication from the hotel; a very sketchy looking form that had "non-refundable" circled!
My email clearly shows "FULLY REFUNDABLE". The Director of Operations confirmed (I have it in an email) it was refundable and that she was going to process the refund.
Is someone making fake bills to steal from this property? What is going on W?