Hi y'all. Just got some not so great news from Customer Relations. I don't know if this has been a policy for a long time, but I have had many overnight misconnects in the past few months and have never gotten a response like this. For context:
I was flying from CHS-CLT-GRR. CHS-CLT was delayed for about 4 hours due to a MX delay in CLT (whats new...). Obviously, we misconnect from our 2 1/2 hour connection, whatever. Lines in CLT for a hotel were wrapped around B to C to E to everything between (if you know you know). All advised to book our own because their system is "sold out". It was myself, my wife, and my son. We book a night at the Sheraton CLT. Keep in mind, the Sheraton was about $200 for the night. Sent my receipt in to AA and got this:
Since we occasionally need to provide our customers with hotel rooms, we do have approved rates with local hotels in each city. Therefore, when we provide reimbursement for hotel expenses, we do so at that rate. Since you overnighted in Charlotte, we will be able to reimburse for your hotel expense at a maximum rate of $100.00.
Adding to this, please include your full mailing address in your response as reimbursement checks are sent via the postal service. Also, kindly note that the total reimbursement cost will exclude all taxes and VAT.
As a tangible apology, and in hopes of restoring your confidence in us, I've credited each of your AAdvantage® accounts with 10,000 bonus miles. The adjustments should be reflected in your accounts shortly.
Mr. -, please know that we are working hard to make every American Airlines flight enjoyable and on-time. We will continue improving on making travel with us hassle-free. Your continued AAdvantage Executive Platinum® loyalty over the past 2 years means a great deal to us and we hope to continue the relationship we've shared together. It would be our pleasure to serve you again.
So many parts of this feel wrong. I know they aren't "obligated" to provide a hotel by law, even due to MX delays. But, it is clearly outlined in their customer service plan that "
If we can’t provide you with a voucher for an approved hotel, we’ll reimburse you for reasonable hotel costs." I'd love to see who in AA management thought you can get a hotel for $100 in CLT right by the airport. Funniest thing, an American crew based in DFW and overnighted at that same hotel as us. Even had a nice conversation with them about new contract. Don't worry! We will give you 10,000 bonus miles though 
Now, I am loyal to AA because their flight schedules work for me (when I am not delAAyed), but let's compare this to United. IN APP, United offers their elite members "premium hotel offerings" for misconnects (ex: not Motel 6's, known as the Hotel Hub.
Before when I got my hotel reimbursement, they would reimburse the full amount. I never would stay at something like a Ritz Carlton, just a normal Hilton or Hyatt for the night. I noticed on the "Do you have a minute for us" emails, it changed from Mark Ewing - Director, Customer Relations to Trista - Managing Director, Customer Success. I don't know who Trista is, but this new policy is ridiculous, especially with inflation these days. If you aren't going to reimburse hotel costs, then don't advertise so in your customer service plan and to passangers at the airport.
Thanks for listening to my Ted Talk. If you don't believe me I can send screenshots. I sent a stern email requesting a phone call from a Supervisor, so I will let you know what happens.