How long to wait for incorrect bill to be corrected?
 

I stayed at SpringHill Suites in Billings last week for work, and it is the first Marriott hotel on my ‘never stay here again’ list. Problem after problem, employees loudly and publicly ridiculing Bonvoy members for expecting a clean functional hotel. Very spotty wifi, and when I mentioned to the front desk that the ethernet didn’t seem to be working, they said they don’t have ethernet, someone must have left the cable in my room. The cable that’s installed in every room…

Anyway, I did survive, but I never got an emailed bill per usual. Once the bill posted to my Bonvoy account, I noticed they charged me for 6 nights instead of the 5 that I actually stayed. I called the hotel yesterday, and they took my name and number to look into it. No corrected bill yet, anyone know how long this should take?

I'd give them 48 hours to get back to you, then elevate it to corporate. Give them 5-7 days (holiday weekend) then go right to your credit card.

I assume you have good evidence of the amount of time you stayed there including that your reservation was for only 5 nights?

I had a billing error a few weeks ago. Took 3-4 days to get it fixed and 6 days to get the money back on my CC. If not resolved in a week, consider a charge back.

Thanks for suggesting a reasonable timeline! The hotel did state that their computers have been acting up, although reviews for this hotel mention that overcharging is an ongoing issue.

I definitely have proof (flights, booking info) that I didn’t stay 6 nights, but it looks like they charged me twice for the 4th night. Not sure how to prove that I didn’t need 2 rooms that night, except for witness statements from my partner (staying with me in my one room) and boss (also staying in hotel).

I always ask to review a printed copy of my bill at checkout. It's particularly important when the property has given indications it's poorly run.

The problem should have been resolved when you called. Agree with the general advice of about a one-week timeline to chargeback.

I had a similar issue and addressed it while on the stay and it still took ten business days for them to return the funds to AMEX so I would say 5-7 days is reasonable after they claim to have processed it or are working on rectifying the issue.

Earlier this year, I had a property charge me for 6 nights when I only stayed 4. My reservation was for 4. I got a receipt when I checked out showing 4 nights. I had plane tickets showing that I'd left. The hotel told Marriott that I stayed for 6 nights. Marriott would alternate between telling me that it would get fixed to it was between me and the property. No one could get in contact with the GM at the property. I should have just called my credit card company, but at some point, I wanted to see how long it would take to get it fixed. After a month, I gave up and did a charge back with my credit card. I'm a Hyatt Globalist now.

Hello there,

We saw your message. If we can be of assistance, could you please send us more details such as: the name of the hotel, check-in & out dates, reservation holder’s name, reservation number (if at hand) and contact info. Please feel free to attach any document (DOC/JPG/PDF) for further analysis/research and follow up. Thank you.

Assuming that you are the same team that does Facebook, I did all of that. You are sorry. You reached out to the hotel. You had your hotel management team review what happened. You said that I was welcome to contact my credit card company to resolve it. The last message you sent me ended with the following:

"We are waiting for the hotel management team to review and follow up with you directly. Thank you for your patience and Loyalty. Kind regards!"

No one ever followed up with me. I finally heard from the GM of the property telling me that they were withdrawing from Marriott. Marriott never resolved this. Chase did. I'll probably maintain Platinum or at least Gold with Marriott because when I go to the Middle East, I stay in Le Meridien's. However, this failure to resolve this has caused me to shift approximately 100 nights a year for the foreseeable future to Hyatt. Not that I think my business is important to Marriott, but hopefully not too many others have the disaster I had compounded by Marriott failing to fix it despite a pile of documentation as to what happened.