Originally Posted by MePlatPremier (Post 36661065)

Claiming the amount (correctly) charged to the card does not match the amount invoiced by the merchant is not grounds for a chargeback. The card issuer will tell the cardholder to sort it out with the merchant.

Originally Posted by Dr. HFH (Post 36661073)

You don't know if it's the correct amount because you don't have an invoice/folio for that amount.

The hotel gave you an invoice for a certain amount and actually charged you for maybe 10× that amount or more? The credit card company will work this if for no other reason than it's a possible source of fraud by a merchant.

Originally Posted by Adam1222 (Post 36661088)

You know it's the right amount . . . .​​​​​​

Originally Posted by Adam1222 (Post 36661088)

Originally Posted by Dr. HFH (Post 36661095)

How, if you never received a presumably correct invoice/folio? That's why you look at your folio. For example, were there incorrect minibar charges?

Originally Posted by Adam1222 (Post 36661098)

We can all make things up. Of course, if the OP was charged exactly what their reservation email said they would be charged, they would know they weren't overcharged. That possiblity is just as likely as the one you made up.

​​​​​​The OP didn't suggest they have any reason they were overcharged. You are suggesting they pretend otherwise. You think that's fine because you want to punish the hotel. I don't, and think it's worse behavior than that the OP is complaining about.

Originally Posted by m3traveler (Post 36659203)

Sure. Here are more specifics, shortened version:
CS unable to find reservation, asked if i booked through 3rd party, very surprised to hear I booked through marriot.com using my Bonvoy account and couldn't locate the stay or invoice. No credit for stay or spend, couldn't locate in my own profile after checkout (stay completed, 4 days). Asks to contact facility to get invoice.
Next day calls to CS - able to find using booking number, invoice mostly empty, with taxes only, no other charges. Unable to share, but asks to contact the facility's accounting department to fix.
Next day, calls to facility - tell me my contact information was missing for the stay, received invoice, submitted to missing stay team.
Next day missing stay team responds - "eligible credits have been posted" - still missing $ spend on the account.
Next day CS team says some invoice charges missing because i purchased food during the stay, need to contact facility due to coding issue - opened another case, please wait 3-5 business days.

I really feel that CS should own this, make calls, find stays in their own system, find invoices, work with facilities to figure out what went wrong/work on accounting codes/fix invoices, give loyalty credit/points/spend, not the customer.

Every customer service rep claims they are the "manager". Is there a way to escalate such issues? I feel like I have been bounced around for days.

Thanks,
M3

Originally Posted by storewanderer (Post 36663412)

Don't go the chargeback route unless you want your account revoked entirely...

Also that General Manager and Front Desk Manager who you say are "great" - they are who you will hurt with the chargeback. It is their property that will shoulder the cost of the chargeback. There is a chargeback fee even if they "fix" the invoice to match what you were charged. Too many chargebacks can get their merchant account flagged, processing fees increased, loss of card acceptance, etc. etc. etc.

So unless you never want to do business with any Marriott property again, don't go the chargeback route.

Keep dealing with the hotel general manager they are who needs to generate a correct invoice. They charged your card the amount of the stay. They should be able to submit an IT ticket that your stay did not properly close to MR. It is also possible somehow your stay got coded with the "wrong" rate code.

Your stay was eligible for MR right? You didn't go book on Priceline/Hotwire?

Originally Posted by MePlatPremier (Post 36661065)

Claiming the amount (correctly) charged to the card does not match the amount invoiced by the merchant is not grounds for a chargeback.

Originally Posted by storewanderer (Post 36663412)

Don't go the chargeback route unless you want your account revoked entirely...

Originally Posted by Dr. HFH (Post 36665264)

What is all this talk about chargebacks. There will be no chargeback resulting from the strategy I have suggested. The credit card company will tell the hotel that the guest/cardholder claims that the amount charged is substantially more than the invoice provided to the guest/cardholder, please verify or refute. If refuted, the hotel will be asked to provide a copy of the invoice to substantiate the charge. There will be a chargeback only if the hotel cannot produce an invoice that matches the amount charged.

Originally Posted by Adam1222 (Post 36665300)

Seems like this post is good to keep in mind the next time someone complains about a Marriott charging a 3% credit card processing fee

Originally Posted by Dr. HFH (Post 36665479)

Interesting. I've never stayed in a Marriott that imposed this charge, actually I've never heard of a Marriott imposing this charge. I'd be interested in knowing which hotels have charged you a credit card processing fee so I can avoid them, same as I do with hotels that charge resort fees.

Originally Posted by Dr. HFH (Post 36665264)

What is all this talk about chargebacks. There will be no chargeback resulting from the strategy I have suggested.

Originally Posted by dayone (Post 36665549)

If a cardholder disputes a transaction, there is definitely a cost to the vendor. Most processors assess a network/merchant dispute fee.