Best resource to contact for a refund request
#1
Original Poster
Join Date: May 2008
Posts: 143
Best resource to contact for a refund request
Situation: Booked an advance purchase rate, the language of whose terms said refundable if canceled within 24hrs. Called the hotel within 24hrs (due to a change of plans) and canceled. Received assurance from person on the phone that I would not be charged anything.
However, I see the room charges on my credit card. It's only been a couple of day, though. Should I take some action now or wait? If the former, what is the best contact to request a refund - phone the property directly, or is there an email address I should send to (preferably the property)? I am unable to find such an email address. Usually, I prefer email as there is an electronic trail, rather than phone conversations, which I have had trouble with in the past.
Thanks for your suggestions. Forgive me if some questions are unclear.
However, I see the room charges on my credit card. It's only been a couple of day, though. Should I take some action now or wait? If the former, what is the best contact to request a refund - phone the property directly, or is there an email address I should send to (preferably the property)? I am unable to find such an email address. Usually, I prefer email as there is an electronic trail, rather than phone conversations, which I have had trouble with in the past.
Thanks for your suggestions. Forgive me if some questions are unclear.
#2
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 689
Situation: Booked an advance purchase rate, the language of whose terms said refundable if canceled within 24hrs. Called the hotel within 24hrs (due to a change of plans) and canceled. Received assurance from person on the phone that I would not be charged anything.
However, I see the room charges on my credit card. It's only been a couple of day, though. Should I take some action now or wait? If the former, what is the best contact to request a refund - phone the property directly, or is there an email address I should send to (preferably the property)? I am unable to find such an email address. Usually, I prefer email as there is an electronic trail, rather than phone conversations, which I have had trouble with in the past.
Thanks for your suggestions. Forgive me if some questions are unclear.
However, I see the room charges on my credit card. It's only been a couple of day, though. Should I take some action now or wait? If the former, what is the best contact to request a refund - phone the property directly, or is there an email address I should send to (preferably the property)? I am unable to find such an email address. Usually, I prefer email as there is an electronic trail, rather than phone conversations, which I have had trouble with in the past.
Thanks for your suggestions. Forgive me if some questions are unclear.
#3
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,368
Situation: Booked an advance purchase rate, the language of whose terms said refundable if canceled within 24hrs. Called the hotel within 24hrs (due to a change of plans) and canceled. Received assurance from person on the phone that I would not be charged anything.
However, I see the room charges on my credit card. It's only been a couple of day, though. Should I take some action now or wait? If the former, what is the best contact to request a refund - phone the property directly, or is there an email address I should send to (preferably the property)? I am unable to find such an email address. Usually, I prefer email as there is an electronic trail, rather than phone conversations, which I have had trouble with in the past.
Thanks for your suggestions. Forgive me if some questions are unclear.
However, I see the room charges on my credit card. It's only been a couple of day, though. Should I take some action now or wait? If the former, what is the best contact to request a refund - phone the property directly, or is there an email address I should send to (preferably the property)? I am unable to find such an email address. Usually, I prefer email as there is an electronic trail, rather than phone conversations, which I have had trouble with in the past.
Thanks for your suggestions. Forgive me if some questions are unclear.
#4
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
If you have already spoken with the property, don't waste an extra second.
File a chargeback with your credit card issuer, noting the date & time of the cancellation and the assurance already given.
It's bad enough when these things happen, but unless you have nothing to do, the chargeback (which can generally be done online) is faster and easier.
File a chargeback with your credit card issuer, noting the date & time of the cancellation and the assurance already given.
It's bad enough when these things happen, but unless you have nothing to do, the chargeback (which can generally be done online) is faster and easier.
#6
Original Poster
Join Date: May 2008
Posts: 143
If you have already spoken with the property, don't waste an extra second.
File a chargeback with your credit card issuer, noting the date & time of the cancellation and the assurance already given.
It's bad enough when these things happen, but unless you have nothing to do, the chargeback (which can generally be done online) is faster and easier.
File a chargeback with your credit card issuer, noting the date & time of the cancellation and the assurance already given.
It's bad enough when these things happen, but unless you have nothing to do, the chargeback (which can generally be done online) is faster and easier.
#7
Original Poster
Join Date: May 2008
Posts: 143
Hello AbyssalLoris! If you'd like to send us a Private Message or email [email protected] with your full name, reservation confirmation number, and contact information, we can follow up with the hotel to help get that refunded for you. Thanks!
#9
Join Date: Mar 2003
Location: Pittsburgh, PA, USA
Programs: MR LT Titanium, IHG Plat.,UA Premier Silver, & PA/OH Turnpike Million Miler
Posts: 2,304
@Often1 Disputing transactions should be reserved for a last resort when other reasonable avenues have been tried and failed. The Lurker responded promptly to AbyssalLoris to assist. Before filing a dispute, The Lurker should be given the chance to follow through and help clear up the problem. Furthermore, as most folks know, it takes longer for refunds to process on a credit card than for charges to process. So it is entirely possible the hotel has already processed a refund but it hasn't shown up yet on AbyssalLoris's card.
Of course it is a personal choice as to what constitutes cause for filing a transaction dispute with a credit card. I think more patience and giving normal processes the chance to work is called for. You are entitled to your own standards as to when to initiate a dispute. Ultimately the credit card issuer has the final authority in determining if a dispute is valid. Just offering another perspective on if/when to file a credit card dispute. Each to their own....
--Jon
Of course it is a personal choice as to what constitutes cause for filing a transaction dispute with a credit card. I think more patience and giving normal processes the chance to work is called for. You are entitled to your own standards as to when to initiate a dispute. Ultimately the credit card issuer has the final authority in determining if a dispute is valid. Just offering another perspective on if/when to file a credit card dispute. Each to their own....
--Jon
#10
Original Poster
Join Date: May 2008
Posts: 143
@Often1 Disputing transactions should be reserved for a last resort when other reasonable avenues have been tried and failed. The Lurker responded promptly to AbyssalLoris to assist. Before filing a dispute, The Lurker should be given the chance to follow through and help clear up the problem. Furthermore, as most folks know, it takes longer for refunds to process on a credit card than for charges to process. So it is entirely possible the hotel has already processed a refund but it hasn't shown up yet on AbyssalLoris's card.
Of course it is a personal choice as to what constitutes cause for filing a transaction dispute with a credit card. I think more patience and giving normal processes the chance to work is called for. You are entitled to your own standards as to when to initiate a dispute. Ultimately the credit card issuer has the final authority in determining if a dispute is valid. Just offering another perspective on if/when to file a credit card dispute. Each to their own....
--Jon
Of course it is a personal choice as to what constitutes cause for filing a transaction dispute with a credit card. I think more patience and giving normal processes the chance to work is called for. You are entitled to your own standards as to when to initiate a dispute. Ultimately the credit card issuer has the final authority in determining if a dispute is valid. Just offering another perspective on if/when to file a credit card dispute. Each to their own....
--Jon
a) I don't want to be seen as abusing the dispute ability and would rather resolve with mutual agreement;
b) I haven't found the dispute process to be some sort of panacea - for example, in my limited experience, I've had good resolution by Amex the once or twice that I've ever used it (in the dim past), but have had poor resolution by Citi the one time I tried it (although I was not persistent enough).
It is in light of the latter experience that I will not engage in phone conversations to resolve any complaint - very hard to provide a record, which CC companies ask for. Also, a free piece of advice to anyone who cares to listen: download and start a call recorder on your phone (assuming smartphone) before starting any customer service call - the cards are stacked against you as it is. I don't always follow my own advice, though!
#11
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
@Often1 Disputing transactions should be reserved for a last resort when other reasonable avenues have been tried and failed. The Lurker responded promptly to AbyssalLoris to assist. Before filing a dispute, The Lurker should be given the chance to follow through and help clear up the problem. Furthermore, as most folks know, it takes longer for refunds to process on a credit card than for charges to process. So it is entirely possible the hotel has already processed a refund but it hasn't shown up yet on AbyssalLoris's card.
Of course it is a personal choice as to what constitutes cause for filing a transaction dispute with a credit card. I think more patience and giving normal processes the chance to work is called for. You are entitled to your own standards as to when to initiate a dispute. Ultimately the credit card issuer has the final authority in determining if a dispute is valid. Just offering another perspective on if/when to file a credit card dispute. Each to their own....
--Jon
Of course it is a personal choice as to what constitutes cause for filing a transaction dispute with a credit card. I think more patience and giving normal processes the chance to work is called for. You are entitled to your own standards as to when to initiate a dispute. Ultimately the credit card issuer has the final authority in determining if a dispute is valid. Just offering another perspective on if/when to file a credit card dispute. Each to their own....
--Jon
Time is money and I value my time. I will make one single effort to obtain a refund or other credit with a property and then proceed to a chargeback. I can do the latter online and in 2-3 minutes when it suits me.
In this case, the property made an error in the first place and then made what is at best an error in correcting the error.
Just how many times ought one have to call and how much time ought one spend?