This issue is not resolved! Please see my post on page 3 for an explanation.

Never again would I trust Amex FHR program with a reservation.

Synopsis:

mid January

• I was a part of a reservation for the four seasons in Cario. The reservation was for two rooms.
• Due to the labor strike in in FRA I had to change our itinerary around and visit Cairo later in the trip.
• I was with my stepson (who made the reservation through the FHR website) when we checked to see if we could cancel without penalty. We went to the webpage to cancel the reservation and the page stated "good news" you are entitled to a full refund etc etc. I had him screenshot the page and it is attached here.
• We waited the 45 days and the charge never came off so a dispute was opened. After multiple reviews we were told the reservation was not cancelled before the 48 hour window (evidently it was 2:41 min too late) and the charge would stand.
• I called and asked for a simple explanation of how the website very clearly tells me "good news" with no disclaimer before I cancel and later Amex decides what they put in writing on their website has no meaning? It is unacceptable and downright fraudulent to give the customer the expectation of a full refund only to later decide differently.

My entire point is does Amex acknowledge the FHR website is deceptive or broken? If I had to cancel and eat the hotel bill so be it, but do not tell me one thing then do another. "Michael" the supervisor in the travel department seemed to take pleasure in telling me "the charge was going to stand" and refused to address my request to explain to me if the situation made sense.

I am very much involved in the functional design requirements of websites like this on a daily basis. I just want to understand who designed a system that could fail the customer so badly?!

I was told it will take a MINIMUM of 72 hours to talk to the next supervisor up the chain. How embarrassing AMEX - you instruct your supervisors to tell clients that their managers are "very busy people". Astonishingly bad customer service.

Can anyone offer any advice on a better avenue for another look at my dispute? The travel department is useless.