Charged for extra nights
 

Just looked at the statement for my Chase Marriott credit card. For a recent stay at the Key Bridge Marriott, where I had 6 rooms for 4 nights, I was charged the expected rate (the one on my folios), but I also show 12 individual charges, each for the amount of a single night. So I have 6 separate charges for 4 nights, and 12 other charges for one night.

These are not temporary authorizations. They are on my statement. I was not, however, sent additional folios reflecting the additional charges. The folios I can download on the Marriott website are for the correct amount and do not reflect the additional charges. I also was not credited additional nights or points for the erroneous charges.

Of note, the 12 erroneous charges hit my credit card on March 1, the day before our check out. The correct charges posted on March 3, the day after check out.

Any ideas what might have caused this? Any chance it could be related to our disturbing key incidents?

I have a call in to the hotel, but the folks who can deal with this will not be in until tomorrow morning.

I wouldn't make any conjectures until after you talk to the hotel.

Probably right, but I am notoriously impatient. And I'd love to be armed with some potential theories, just in case I get any pushback from the hotel tomorrow.

Deep state cabal charges
Illuminati
Homeopathic conference
Charges for crew staging fake moon landing
Vast * wing conspiracy
Kenyans

As seen above, there could be any number of reasons why it happened. :D But the few times I've had "extra" charges like that, I didn't have too much trouble getting them removed. The hotel will probably be able to figure it out fairly quickly and reverse the charges.

My bet would me a new staff member now knowing how to process an authorization on the card... If the hotel is not responsive in explaining/fixing this, initiate a chargeback with your CC, the penalty will get the GMs attention quick!

I just got off the phone with Christina, at the hotel, who has been very helpful. The charges are being reversed.

She agrees that a new employee probably did "something," but what they did is still a bit unclear. She's working with accounting to reverse the charges and talking to management to figure out who did it and get them properly trained.

We do know that the charges were run on the day we checked in. At check-in I gave the hotel a rooming list so they could issue new keys if kids lost their keys. It appears that at this time I was charged for a single extra night for each of the people (beyond one) in each of the student rooms. There were no extra charges made for the chaperone rooms. There were four student rooms with four students in each. Each of those rooms was charged for three extra single nights, coming to a total of 12 extra nights charged.

What exactly they did to trigger these charges is still a mystery. Perhaps someone here will have an idea.

Glad the property is responding. Credits may take several days to process (they take a different path than charges determined by your CC). Maybe they set up separate folios for each student so they could charge to the room and went to pre-authorize your card, but missed. I don't think they needed to do that for each student since it was all going to the rooms, but we can only guess.

The more this unfolds the more I think CPRich hit it right in Post 4. :D

Unless someone here works at a Marriott, you're not going to get anything close to a definitive answer. Even if someone does have that level of insider knowledge, they won't know how the person who made the mistake was trained. Different hotels may have different procedures. And as someone that used to work in hotels, I'll note that you shouldn't automatically assume this is a mistake by the Front Desk. It's also possible it was an error made during the Night Audit.

Mistakes happen. Fortunately, someone at the hotel took ownership to get it resolved.