FlyerTalk Forums - View Single Post - Amex $200 Hotel Credit, FHR or THC. (2021

Jan 8, 2024 | 2:49 pm

#887

kyushuman

Join Date: Sep 2003

Location: MSP

Programs: DL GoldMM, BA Bronze, SQ/UA SilverHHonorsGold, Marriott Titanium, IHG Diamond Amb

Posts: 4,612

First time using the FHR credit was a debacle turned decent experience but wasted an hour or two.
Was at the Leela Palace Chennai, India. Great hotel, lovely spa, Good F&B, very nice upgrade from Premier Club Room to an Exec Suite.
Spent the extra money for a club room on original booking, and got an upgrade into a fantastic suite. According to the Leela's website, club rooms already get lots of baked-in benefits, including RT BMW airport transfers, among many other things.
An annoying hiccup happened with FHR perks: hotel just changed its policy for 2024 (for the better)-- they used to give, as the experience credit, RT airport transfers..... and now instead offers $100 F&B credit and a one way airport transfer. Simple, huh? And I had confirmation emails showing all of the new things-- Club Room Xfers, and $100 F&B credit.
Except I booked for 1/4/24 on the 27th of last year, “under last years AMEX contract” so they were saying my airport transfers were my experience credit and I’d get no F&B credit

Luckily I had confirmation emails from both AMEX and, surprisingly, the hotel (!) stating that the transfers were part of the Club Room package and that I'd be getting $100 F&B. I wouldn't have bothered except I had emails from both AMEX and hotel saying the same thing but then the staff is looking at me like I'm crazy to be asking for this.
Even with all this in writing, literally NOBODY was empowered to make a decision..... I spent an hour plus dealing with desk staff, duty managers etc-- they kept moving me up the ladder until it finally was resolved.
Also used the AMEX chat function which was helpful somewhat, though far away and they didn't have any way to contact the hotel (?) when I was chatting with them. Super friendly but they said it had been resolved with someone whose name I wrote down; front desk said nobody with that name works at Leela Chennai, so I'd guess AMEX chat reps were talking to central reservations which was not helpful.
Hotel is really nice so still glad I came but unfortunately my stay was exactly during the contract switch. Should be better in coming weeks, I'd assume.
Hoping this is an anomaly with FHR?