Originally Posted by
Kagehitokiri
this is not how many luxury companies operated in past, but different today
should get good response from high / top levels at Four Seasons corporate
there are no franchises, points, programs, status, etc at Four Seasons
bookings made through Four Seasons Preferred Partner travel agencies may stipulate "strict no walk policy" which does not actually guarantee not being walked but 'guarantees' certain level of compensation in those extreme cases when walk must happen (head of state taking entire hotel for official visit with local [and or multiple] head of state)
as noted, some methods of bookings can cause problems
Hmmm. I didn't realize this.
If the hotel was unwilling or unable to provide a cash refund, they should have provided a letter or voucher for a free night's stay. Whatever it takes to give the guest the first night free (or equivalent).
Just as an aside, if you're ever walked on a Priceline or other pre-paid reservation, I would ask for points equivalent to one night's stay. They don't even know how much you paid, so they can't refund it. With PL or HW you can subsequently ask for a first night refund directly from them as well. But in a package deal as described by the OP, I doubt AAVacations would be willing or able to separate out the room rate.
I would add that AAVacations response is equally unacceptable. It wouldn't matter if the hotel had walked them to the St. Regis or another hotel that was equivalent or better to the 4 Seasons. The fact is, they were WALKED. Their PRE-PAID reservations were not honored. Both the hotel and AAVacations should not be brushing this off as a minor inconvenience.