Charged for Policy-Compliant Cancellation?
May 23, 2020, 8:53 pm
#1
Original Poster
Join Date: Jan 2014
Programs: AA Platinum, Marriott Titanium
Posts: 93
Charged for Policy-Compliant Cancellation?
I booked a stay at a Residence Inn property, but ultimately decided to stay elsewhere. I cancelled the reservation at about 7pm the day before the stay was to start. Per the confirmation email, I could cancel without penalty until 11:59pm the day before the reservation.
The hotel charged me for a night anyway. Marriott called the property to inquire, and they said the manager charged me, but she wasn’t available to address it and I could call directly later. I have filed a case with Marriott corporate.
Has anyone else had this happen?
The hotel charged me for a night anyway. Marriott called the property to inquire, and they said the manager charged me, but she wasn’t available to address it and I could call directly later. I have filed a case with Marriott corporate.
Has anyone else had this happen?
May 24, 2020, 8:08 am
#2
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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: 100,413
That's poor customer service, but I'm not surprised.
You might need to do a credit card chargeback.
You might need to do a credit card chargeback.
May 25, 2020, 3:46 am
#3
Join Date: Sep 2010
Posts: 87
Happened to me about a week after the no-cancellation-fee went into effect. I called Marriott and they took the info and gave me the usual "it may take up to 127 years before we get around to your case" but within a couple of days (I only checked my CC charges after a couple ofdays), the charges were reversed.
It might just be their automated system charged me and they had to manually reverse it. They probably don't want to update the software as they will go back to the old policy as soon as they can get away with it without losing customers to Hilton or other chains.
It might just be their automated system charged me and they had to manually reverse it. They probably don't want to update the software as they will go back to the old policy as soon as they can get away with it without losing customers to Hilton or other chains.
May 25, 2020, 8:42 am
#4
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Join Date: Apr 2009
Location: India
Programs: Bonvoy Lifetime Titanium, IHG Plat, HH Gold, Trident Plat, DL Diamond, AI Maharajah
Posts: 29,678
i can recall 2 occasions where i have been charged before the cancellation deadline....the first was at a sheraton a few years ago & the second was at a fairfield inn last year....both times the charges were reversed once i got in touch with the property....the sheraton refund took about 2 months but the fairfield refund hit my account in 2-3 days....