AA hotels refundable reservations
 

I had booked a reservation using miles, but had to cancel. The reservation said that is would be refunded if cancelled by 10:59am local time (PST). At 10:30 that morning I found out my meeting was cancelled, so I went online to cancel the hotel.
It said it was not refundedable although it was before the posted time deadline.
I received an email that it was cancelled at 10:36am (PST) and filed a complaint, but they refuse to refund the miles even though the email proves it was cancelled before the deadline.

Has anyone else experienced this?

I'm reluctant to make any reservations through the AAhotels website.
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What resaon was given for the refusal to refund the miles? Even though I hate how often people say "charge back" - IF this were a credit card booking and you have printed copies of both the terms given at chargeback and a time-stamped cancellation, I'd say a charge-back would be in order. But you say this is miles, so it complicates things. Also, you did indicate when you went online to cancel it told you that it was not going to refund - any more particulars on that? I've only make cc paid bookings, and have only had one issue, and the was resovled to my satisfaction.

P.S. - I expect this thread may be moved to the main one on AAhotels.

I just looked at the reservation just now, it said I cancelled on sept 21st, but I cancelled on the 20th and have an email to prove it. (which I sent to them)
Their system had the date wrong.

Timezones come into play? The cancel would depend on the destination rather than yours, I suspect.

For hotels, local time is always the local time of the hotel.

I cancelled well with the time frame, but they have it the next day!
I know agoda is in Singapore so maybe that's it.

When you cancelled, what day/time was it at the hotel? That's the one that matters, not your current/home location.

Yes, thank you. I was well aware of that. I was trying to ask the OP if that could be the issue.