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Charged for a one night award stay and no resolution

Charged for a one night award stay and no resolution

Old Jun 24, 19, 10:17 pm
  #1  
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Charged for a one night award stay and no resolution

Help!

On April 5th, I stayed at the Marriott TownePlace Suites Miami Airport for a quick one night stay. Since most rooms in the area were going for $200+ per night, I decided to redeem some points. The hotel was lovely and all was uneventful with the stay. I received a folio with a $0.00 balance and went on my way.

A few days later, I noticed a charge for $61.02 appeared on my credit card. I called the property and learned that I had accidentally been charged for my award redemption and I was told that the GM would process my refund. A week later, I called back and left a message for an update. I then followed up with an email. No reply.

On May 2, I decided to contact Marriott Titanium Customer Care. I was promised a speedy resolution and that the property would be in touch with me soon.

That never happened.

On May 16th, Titanium Customer Care apologized for the lack of response from the property and that they would be processing the refund on their end.

That never happened either.

I asked for an update on June 5th, June 11th, and about an hour ago. I'm not even receiving replies now.

--

What should I do at this point? Dispute the charge with the credit card company? This is very frustrating over $61.02!

Marriott Lurker, can you help?
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Old Jun 24, 19, 10:27 pm
  #2  
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It's likely that you have 60 days from the date of the statement on which the the charge appears to file a dispute, so I would do that forthwith if the deadline has not already passed.
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Old Jun 24, 19, 10:51 pm
  #3  
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Originally Posted by Sulley View Post
.....On April 5th, I stayed at the Marriott TownePlace Suites Miami Airport for a quick one night stay. Since most rooms in the area were going for $200+ per night, I decided to redeem some points.....................I noticed a charge for $61.02 appeared on my credit card...................
$61.02 is a good deal. I would ask for refund of points and pay $61.02 instead. Bonvoy can verify that property never billed Bonvoy for point value and should refund points back to OP.
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Old Jun 24, 19, 11:20 pm
  #4  
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Originally Posted by TerryK View Post
$61.02 is a good deal.
It's probably what Marriott pays for the award stay. Hotel bungled the charge and billed OP instead of Marriott.

I do agree - ask for the points back
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Old Jun 25, 19, 1:03 am
  #5  
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Originally Posted by Sulley View Post
Help!

On April 5th, I stayed at the Marriott TownePlace Suites Miami Airport for a quick one night stay. Since most rooms in the area were going for $200+ per night, I decided to redeem some points. The hotel was lovely and all was uneventful with the stay. I received a folio with a $0.00 balance and went on my way.

A few days later, I noticed a charge for $61.02 appeared on my credit card. I called the property and learned that I had accidentally been charged for my award redemption and I was told that the GM would process my refund. A week later, I called back and left a message for an update. I then followed up with an email. No reply.

On May 2, I decided to contact Marriott Titanium Customer Care. I was promised a speedy resolution and that the property would be in touch with me soon.

That never happened.

On May 16th, Titanium Customer Care apologized for the lack of response from the property and that they would be processing the refund on their end.

That never happened either.

I asked for an update on June 5th, June 11th, and about an hour ago. I'm not even receiving replies now.

--

What should I do at this point? Dispute the charge with the credit card company? This is very frustrating over $61.02!

Marriott Lurker, can you help?
Hi Sulley,

Our apologies for the inconveniences you have come across.

We would like to help look into this if you could provide your reservation details to us via private mail here or by email below.

Best Regards,

Christina Zhou
Specialist, Social Media
Marriott International

[email protected]
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Old Jun 25, 19, 3:55 am
  #6  
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Originally Posted by TerryK View Post
$61.02 is a good deal. I would ask for refund of points and pay $61.02 instead. Bonvoy can verify that property never billed Bonvoy for point value and should refund points back to OP.
At this point, I would ask for the money AND the points back to compensate for the time wasted on this! This is absolutely ridiculous.
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Old Jun 25, 19, 4:18 am
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Agreed.

And never wait more than 30 days of inaction to dispute with your CC company if you have made multiple efforts to rectify on your own.
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Old Jun 25, 19, 5:53 am
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Hopefully Bonvoy Lurker can help but would also initiate a charge back on CC
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Old Jun 25, 19, 7:47 am
  #9  
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Originally Posted by Marriott Bonvoy Lurker II View Post
Hi Sulley,

Our apologies for the inconveniences you have come across.

We would like to help look into this if you could provide your reservation details to us via private mail here or by email below.

Best Regards,

Christina Zhou
Specialist, Social Media
Marriott International

[email protected]
Just sent you an email with the details of the stay along with the case number used by Customer Care.
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Old Jun 25, 19, 9:00 am
  #10  
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You are wasting your time. Make one phone call and then file a chargeback with your credit card issuer (bank). Time is not on your side here as more than 60 days have passed and, while many issuers will honor a chargeback for as long as a year, there is no legal requirement that they do so.

You should be able to do the chargeback online and you should note that you were promised a refund at your first call back whenever.

No need to let Marriott keep playing games here and potentially run the clock out on you.
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Old Jun 25, 19, 12:38 pm
  #11  
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I'm happy to announce that Lurker William reached out and made everything right.

As always, legacy SPG saves the day
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