Charged for a one night award stay and no resolution
Jun 24, 2019, 10:17 pm
#1
Original Poster
Join Date: Jul 2011
Location: Our Nation's Capital
Programs: UA 1K, Marriott BonVoy LT Titanium Elite, National Executive Elite
Posts: 832
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?
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?
Jun 24, 2019, 10:27 pm
#2
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,455
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.
Jun 24, 2019, 10:51 pm
#3
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,482
.....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...................
Bonvoy can verify that property never billed Bonvoy for point value and should refund points back to OP.
Jun 24, 2019, 11:20 pm
#4
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,455
Jun 25, 2019, 1:03 am
#5
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,088
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?
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?
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]
Jun 25, 2019, 3:55 am
#6
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,521
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.
Jun 25, 2019, 4:18 am
#7
Join Date: Aug 2010
Location: Formerly Box 350, Boston Mass, Oh two one three four. Now near Beverly Hills 90210
Programs: Loyal Order of Water Buffalos
Posts: 3,937
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.
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.
Jun 25, 2019, 7:47 am
#9
Original Poster
Join Date: Jul 2011
Location: Our Nation's Capital
Programs: UA 1K, Marriott BonVoy LT Titanium Elite, National Executive Elite
Posts: 832
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]
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]
Jun 25, 2019, 9:00 am
#10
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
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.
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.
Jun 25, 2019, 12:38 pm
#11
Original Poster
Join Date: Jul 2011
Location: Our Nation's Capital
Programs: UA 1K, Marriott BonVoy LT Titanium Elite, National Executive Elite
Posts: 832
I'm happy to announce that Lurker William reached out and made everything right.
As always, legacy SPG saves the day
As always, legacy SPG saves the day