I recently stayed at the Four Seasons in Kyoto. I booked it through amextravel.com which stated a 3rd night free offer with an orange tag.

When making the booking the quoted price didn't include the 3rd night free - so I contacted AMEX and was told that it would be refunded upon checkout.

I checked out and have not received a refund from AMEX or the Four Seasons. Contacting the Four Seasons hasn't been productive, and I've been having a hard time getting through to AMEX travel.

Going to the trip receipt online, it doesn't show any offers. Just the trip ID and the price paid.

What's going on here? Should the Four Seasons be the one to refund the 3rd night? Or AMEX?