Hotels not receiving cancellation
 

Today I noticed two charges on my credit card for hotels in Hong Kong that I had made reservations for and then cancelled back in April. I also recently got an email from a hotel in Singapore welcoming me for my upcoming stay, except the stay details were for a cancelled reservation that I rebooked for the following week.

Has anyone else experienced situations where properties seemingly don't receive a cancellation and charge the no-show penalty? I'm waiting for the charges to actually post so I can dispute them, and I have the cancellation emails as proof, but it's still a huge pain. I've emailed the lurkers and hopefully they can assist, but I'd like to know if anyone else has had this happen? I'm now worried about receiving further charges for other reservations cancelled long ago.

No.

It should all be automated and the system ought to inhibit the processing of the charge. Chalk that up to the local property.

Someone else had this problem, and this was discussed within the past few weeks, not sure which thread though.

Happened to me about three weeks ago Nashville Marriott (forgot which one) saw the no show fee pending on Amex. Called and they said I hadnt canceled. I forwarded my cancelation email. They credited immediately. I just chalked it up to being a fluke.

I wouldn't dispute them. Give the property a chance to unwind them. Contact them and send the cancelation proof. Disputes are supposed to be used after attempts to resolve with merchant have failed.

Yes.

https://www.flyertalk.com/forum/marr...l#post30926817

Seems the OPs cancellations were around the same time as this.

OP : were these at ex-SPG hotels ?

Cancelled a reservation (received email) and Marriott has no record of it
 

I have a hotel reservation with The Hague Marriott that is free cancellation until (edited for accuracy) Jul 12, 2019. I cancelled it on July 12 because I wanted to rebook it on my new credit card. I canceled it and received the cancellation email. Now the hotel is telling me I did not cancel it, and I have double booked non refundable bookings. Marriott customer service is just forwarding my request to the hotel as well. Hotel hasn't responded since I contacted them by phone and email on July 13. My credit card has been charged.

Can any marriott reps or any flyertalk have similar experience?
https://cimg0.ibsrv.net/gimg/www.fly...d6426c0669.jpg

Are you sure that was the exact wording? If so, you may be SOL because July 12 is not before July 12. You also have to realize that the cancellation deadlines are in the time zone of the property, so July 12 for you may have been July 13 at the hotel.

I believe the exact wording is until July 12. As for the time zone thing, I am in EST, so 4pm ( from my cancellation email ) is 10pm in The Hague on Jul12.

Hi cennis,

We would like to help look into this if you could forward the cancellation email to us via below email address.

[email protected]

Best Regards,

Christina Zhou
Specialist, Social Media
Marriott International

I noticed my other reservation had the same issue as I had to rebook it. Christina has been responsive and managed to get a response from the first hotel who now refunded me. Is the fx credit card spread (2.5% each way converting back and forth = 5%) something worth pursuing? It will be around CAD $25 combined for my two stays and it would not have been incurred if Marriott did not charge me.

Both mine are Marriott branded properties.

The same thing happened to me. After contacting Bonvoy, they just advised I needed to deal directly with the property. I just emailed the property a copy of my cancellation confirm, and they replied the charge will be credited to my CC. If I don't see the credit within 30 days, I'll have my CC reverse the charge.

PS - this was an ex-SPG property in HK

Amex is very good about refunding these charges.

Had this too at Marriott HKG Skyline last week.

Cancelled 1 rez within the free cancellation window. Got to the property where I was told that i have 2 active reservations.

Thankfully wasnt a prepaid rate.