Originally Posted by
Nicksta
I had the same problem with the Peninsula in Paris. When I checked-in, I verified the rate. When I checked out, there was no credit for the 3rd night free booked through AMEX FHR. The Peninsula claimed that the rate I paid was already discounted and represented an average for the 3 days. But, I showed them screen shots from my booking (saying the rate DID NOT include the discount) and they said they would contact AMEX.
As soon as I left the hotel, they emailed to say I was still wrong, ignored the screenshots, and billed my card.
I called Amex Travel, who then very quickly distanced themselves from the situation by saying "we're not really American Express" and "since we collect no fees for this booking, we cannot provide any type of refund". Nine months and many hours on the phone went by and I finally dropped it, even though it was $1,000. I just won't be staying with them again.
For the record, I booked a similar deal at the Peninsula Hong Kong and it was handled exactly as you would expect... 2 nights charged and 1 night free.
That's a terrible situation to be put into. I would have been furious if they refused to honor the FHR agreement, especially if it meant I'd be out $1000. I wonder if AMEX would've pursued it further if the Peninsula charge itself was disputed via card services, as you are clearly in the right in this situation.
As another data point, every time I have used free nights via FHR, the free night has always been reflected during checkout and has never been averaged out as a reduced rate across all nights.