Originally Posted by
techie
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My card was not declined, the check-in guy didn't ask for another card. The card itself is Amex Plat, never had another issue like that at any other Marriott property.
When I call this afternoon, the lady on the phone said that if the first time they run the card and it doesn't go through then they cancel the rate but if it goes through the 2nd time then they re-book at the current, likely-higher rate. That could be complete BS, but that is what I was told, so I am relaying it here as such.
Nothing was declined at any time as far as I was made aware and the stay was charged to the same card I used for the online reservation.
This issue did not come to light until today and I checked out Tuesday morning, so I should have queried it at check out, but it should not have happened in the first place. The lady on the phone from the Marriott helpline did say that she is aware of these things happening occasionally and she called the hotel to discuss and they'll be issuing a refund for the difference.
If they mistyped your card number you would not have received any notice and AMEX would not be able to find it either. I still hold that this is a staff training issue. I find many CSRs will make up stories to support what happened and not want to take the time to research and get the issue fixed. Raising the issue with MR should cause a report tagged to the property and if they see a recurring issue will take appropriate action. Also, bringing it up with the GM will alert him/her to the problem and maybe keep the problem from happening in the mean time.
I didn't see what the resolution was. If the property is not willing to correct it, file a complaint with AMEX and let them investigate (by the way that should cost them something) and get their attention that you are not just going away as they may hope people will do.
It is always wise to confirm your rate even if the FDC fails to do so. There is a fair argument you agreed to the new rate at check-in/check-out.