Accidentally booked a room on the app and cancelled immediately
Feb 9, 2021, 9:24 am
#1
Original Poster
Join Date: Jan 2007
Location: YYZ
Programs: CX GO, AC Aeroplan 25K, AMEX PLAT, Hilton Diamond, Marriott Titanium, IHG Spire Amb
Posts: 464
Accidentally booked a room on the app and cancelled immediately
So... This is an embarrassing one...
I was browsing with the app for fun, and accidentally booked a room (same day check-in) by accident, cancelled it within like 5 seconds. Of course it was a Ritz Carlton too and since it's well past the cancellation deadline the cancellation fee was like almost $600CAD.
I called Marriott customer service and explained my dumb dumb mistake. The lady said she will put a note and sent it to the hotel and I should hear back in a few days.
So question... anyone made a similar mistake before?
I was browsing with the app for fun, and accidentally booked a room (same day check-in) by accident, cancelled it within like 5 seconds. Of course it was a Ritz Carlton too and since it's well past the cancellation deadline the cancellation fee was like almost $600CAD.
I called Marriott customer service and explained my dumb dumb mistake. The lady said she will put a note and sent it to the hotel and I should hear back in a few days.
So question... anyone made a similar mistake before?
Last edited by etkuo; Feb 10, 2021 at 3:49 pm Reason: Typo
Feb 9, 2021, 11:39 am
#2
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
Lots of people make similar types of mistakes in booking what amounts to non-refundable purchases.
Whether you can get this one refunded will be entirely up to the individual property.
Whether you can get this one refunded will be entirely up to the individual property.
Feb 9, 2021, 1:33 pm
#4
Join Date: Jun 2019
Location: IAH
Programs: UA1K, AS Gold 75K, HH Diamond, MR Titanium LT Gold, IHG Platinum, HZ PC, CLEAR
Posts: 341
Yes, I have done this before, with hotels, car rentals and airlines.
Calling the hotel directly worked once for me. Other times I have been charged, though I once negotiated a lower price.
Calling the hotel directly worked once for me. Other times I have been charged, though I once negotiated a lower price.
Feb 9, 2021, 2:45 pm
#5
Original Poster
Join Date: Jan 2007
Location: YYZ
Programs: CX GO, AC Aeroplan 25K, AMEX PLAT, Hilton Diamond, Marriott Titanium, IHG Spire Amb
Posts: 464
So I also just called the hotel directly. Sounds like they got the note/message from Marriott (and they didn't even ask for my name or reservation number) and said they wouldn't charge..So I guess I should be "safe"...
Stupid mistake on my part. I blame it on the new app interface lol. Hopefully no one makes a same mistake as me!
Stupid mistake on my part. I blame it on the new app interface lol. Hopefully no one makes a same mistake as me!
Feb 9, 2021, 3:25 pm
#6
Join Date: Jan 2017
Programs: Marriott Lifetime Titanium, Hyatt Globalist
Posts: 2,192
So I also just called the hotel directly. Sounds like they got the note/message from Marriott (and they didn't even ask for my name or reservation number) and said they wouldn't charge..So I guess I should be "safe"...
Stupid mistake on my part. I blame it on the new app interface lol. Hopefully no one makes a same mistake as me!
Stupid mistake on my part. I blame it on the new app interface lol. Hopefully no one makes a same mistake as me!
Feb 9, 2021, 4:07 pm
#7
Original Poster
Join Date: Jan 2007
Location: YYZ
Programs: CX GO, AC Aeroplan 25K, AMEX PLAT, Hilton Diamond, Marriott Titanium, IHG Spire Amb
Posts: 464
1) Might create a "record" of my request in case I need to follow-up
2) Might have slightly more bargaining power if it's Marriott CS asking the hotel to waive the fee than me asking them directly
3) Might make Marriott become aware if there are more than a few people making reservations accidentally since the app interface update
But then I thought more about it and that's why I also called the hotel later on during the day to follow-up.
Feb 9, 2021, 6:17 pm
#9
Join Date: Mar 2015
Posts: 308
No better time like the present to make these kinds of mistakes. Even though officially the cancellation policies are what they say they are, I recently had a forced short notice change of plans on the day of arrival, called the hotel directly and they did not even ask why I have to cancel.
Agree with others that calling the hotel directly, either right after or instead of calling CS is the way to go.
Agree with others that calling the hotel directly, either right after or instead of calling CS is the way to go.
Feb 9, 2021, 6:37 pm
#11
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Regardless whom you call, keep a record of names (with titles, phone numbers and email addresses if they're hotel personnel) and times of the call. Try to get a follow-up email if possible or a cancellation confirmation with a time stamp as close as possible to the time the reservation was erroneously made. Better documentation will make it easier if there's a mistake and you're charged for the night/deposit/stay.
Feb 9, 2021, 8:05 pm
#12
Original Poster
Join Date: Jan 2007
Location: YYZ
Programs: CX GO, AC Aeroplan 25K, AMEX PLAT, Hilton Diamond, Marriott Titanium, IHG Spire Amb
Posts: 464
Regardless whom you call, keep a record of names (with titles, phone numbers and email addresses if they're hotel personnel) and times of the call. Try to get a follow-up email if possible or a cancellation confirmation with a time stamp as close as possible to the time the reservation was erroneously made. Better documentation will make it easier if there's a mistake and you're charged for the night/deposit/stay.
The system generated confirmation email and cancellation emailed showed the exact same timestamp (same minute) since I literally pressed cancel right after I accidentally booked the reservation. I am assuming the Marriott CS and the hotel could see what time the reservation was created and cancelled, but if they didn't I knew I at least had the system emails to try to help my case (even though it's my own mistake...).
Feb 9, 2021, 8:25 pm
#13
Join Date: Mar 2018
Location: EDI/GLA
Programs: DL 2 MM Unobtainum | UA 1.1MM Gold | MR Bonvoy Titanium
Posts: 2,268
So... This is an embarrassing one...
I was browsing with the app for fun, and accidentally booked a room (same day check-in) by accident, cancelled it within like 5 seconds. Of course it was a Ritz Carlton too and since it's well past the cancellation deadline the cancellation fee was like almost $600CAD.
I called Marriott customer service and explained my dumb dumb mistake. The lady said she will put a note and sent it to the hotel and I shoukd hear back in a few days.
So question... anyone made a similar mistake before?
I was browsing with the app for fun, and accidentally booked a room (same day check-in) by accident, cancelled it within like 5 seconds. Of course it was a Ritz Carlton too and since it's well past the cancellation deadline the cancellation fee was like almost $600CAD.
I called Marriott customer service and explained my dumb dumb mistake. The lady said she will put a note and sent it to the hotel and I shoukd hear back in a few days.
So question... anyone made a similar mistake before?
The GM strongly suggested calling the hotel directly next time instead of Marriott Reservations because at that point inside 24h the hotel’s internal systems take over.
Feb 9, 2021, 8:44 pm
#14
Join Date: Jan 2008
Posts: 3,946
Had once booked a STR property in Asia several months before my trip. Ended not taking that trip but forgot to cancel hotel. Didn't realize until few days after when I saw no-show charge on CC. Rather than going through my Ambassador, decided to call hotel directly and made humble request to reverse charge which they did right away. Would have been my first stay at that property and they could have said no. Maybe it was my status or my approach, not sure. Definitely appreciated.
Feb 10, 2021, 3:55 am
#15
Join Date: Dec 2007
Location: YYJ
Programs: AC SE*MM, Bonvoy LT Plat, HH Gold, National EE, Sixt Plat, Hz 5*
Posts: 2,438
I've cancelled lots of hotels within an hour of booking on same day reservations. Definitely call the property directly.
Once in Hanoi I had a fight with my GF, and booked an extra room at the Sheraton (was staying at the JW with the GF). GF and I decided to stay together and I no showed the Sheraton. They proactively emailed me and offered to rebook me for another date within a year, which worked out for me.
Once in Hanoi I had a fight with my GF, and booked an extra room at the Sheraton (was staying at the JW with the GF). GF and I decided to stay together and I no showed the Sheraton. They proactively emailed me and offered to rebook me for another date within a year, which worked out for me.