Originally Posted by
notquiteaff
Would that algorithm not also include something like:
If card declined, reach out to customer for alternative payment?
Closing the loyalty account doesn't necessarily get the property the money they are really after. For the vast majority of customers the account locking may not have been discovered by the customer for many weeks or months.
Originally Posted by
gengar
Sure, but I would put this screwup definitively in the "screwups that shouldn't happen" category. It's disturbing to say the least.
Would be nice to get some comment from HHonorsRepresentative on why the default action when there is a billing issue at a hotel can be closing an HH member's account.
This.
This shouldn't happen. Not without at least a phone call or email from the hotel to the guest. It shouldn't go directly from card decline to the banhammer.