This is my first post so please bear with me. I did a search but didn't see anything. If this is a duplicate I apologize.
I stayed at a Renaissance in mid-July for two nights and used the platinum special offer of pay for one weekend night get the second night free. At check-out the second night was on my bill. I talked to the front desk and the removed the charge. No problem. About 40 days later, the accounting department re-instates the second night charge of $300.00 and charges my visa check card. No one calls me or informs me that this is happening. Four charges came in before I learned what happened resulting in $80 in overdraft charges. Fortunately I have overdraft on my account so all of the debits were paid.
I call the hotel and they promised that they would look into it and to give them three days. I gave them 10. I called back and eventually escalated it to the accounting manager who promised to credit the money back to my account.
I have never asked for compensation, but I think it was highly inappropriate, unethical, and plain lazy to charge my credit card 40 days later without calling me.
What would be an appropriate compensation, if any, under the circumstances? Thanks
I stayed at a Renaissance in mid-July for two nights and used the platinum special offer of pay for one weekend night get the second night free. At check-out the second night was on my bill. I talked to the front desk and the removed the charge. No problem. About 40 days later, the accounting department re-instates the second night charge of $300.00 and charges my visa check card. No one calls me or informs me that this is happening. Four charges came in before I learned what happened resulting in $80 in overdraft charges. Fortunately I have overdraft on my account so all of the debits were paid.
I call the hotel and they promised that they would look into it and to give them three days. I gave them 10. I called back and eventually escalated it to the accounting manager who promised to credit the money back to my account.
I have never asked for compensation, but I think it was highly inappropriate, unethical, and plain lazy to charge my credit card 40 days later without calling me.
What would be an appropriate compensation, if any, under the circumstances? Thanks
Did you actually have to pay the $80? Overdraft protection typically ensures the vendor gets paid but you still get hit with the charges. If so, I think they owe you the $80 in additional to any points compensation for the trouble. Just points wouldn't do it.
If you indicate which property this occurred at, it's possible that other FTer's have had similar problems there and will tell you what the results were. Also, it lets the rest of us know to be careful of similar problems when staying there.
They should credit the amount back plus the overdraft charges, plus interest if you ended up getting charged any. Be prepared to fax them proof of the overdraft charges, of course. (I'm unfamiliar with this: they've overcharged my CC before, but I've been able to simply get them to reverse those charges without it costing me anything else.)
Points and the reward program have nothing to do with this. Make sure you are fully reimbursed the actual money that was charged. I don't think you should be demanding a bunch of extra stuff because they made an accounting error, but I also wouldn't let them get away with substituting points in place of a credit back to the card.
Points and the reward program have nothing to do with this. Make sure you are fully reimbursed the actual money that was charged. I don't think you should be demanding a bunch of extra stuff because they made an accounting error, but I also wouldn't let them get away with substituting points in place of a credit back to the card.
10 days to resolve is unexecusable. I would call Mr. Marriott's customer service number and explain what happened. (I don't have the number, but I am sure someone (Socrates, Chris) can provide it.) They will work with you to ensure the matter is resolved and identify appropriate compensation (points, gift cheques, etc.)especially if you incurred overdraft charges from your bank. (What about finance charges on your overdraft protection?) I would give the hotel until the COB today and call your bank and make sure the credit has posted. If it hasn't happened by COB today, call the GM of the hotel first thing in the morning and tell him you intend to call Mr. Marriott's office.
Good luck.
RIP....
Good luck.
RIP....
Quote:
I don't have the number at hand but call 800-638-8108 (sorry don't have the live operator number at hand either) but press 0 and ask for "Mr. Marriott's Guest Relations' Office"Originally Posted by OU812
10 days to resolve is unexecusable. I would call Mr. Marriott's customer service number and explain what happened. (I don't have the number, but I am sure someone (Socrates, Chris) can provide it.)
Here's the latest. The Accounting manager agreed to refund the erroneous charges and the overdraft charges. The first credit appeared this morning. ^ I'm still waiting for the overdraft charges to be credited.
I think I'll ask the GM directly for some points, say equal to one nights room.
Thanks for the advice.
I think I'll ask the GM directly for some points, say equal to one nights room.
Thanks for the advice.
Clark,
Glad to hear that it got worked out. I think some points for the inconvenience is definitely in order here.
I also have two other suggestions: If the manager sends you enough points for a free night at the hotel, send him back a reply thanking him and cc: customer service on it, telling him how nice it is that he resolved your problem and made you happy, etc. Not only will the manager be grateful and treat you well next time you are at the hotel but it will also benefit all future guests who have problems, since the manager will get some kudos out of it. The other thing is that you may not want to title the thread "What is a reasonable compensation?" You definitely deserve something, but others put up titles like that very minor items. Often when I see a thread title like that, my first reaction is "uh oh, here we go again..."
Mike
Glad to hear that it got worked out. I think some points for the inconvenience is definitely in order here.
I also have two other suggestions: If the manager sends you enough points for a free night at the hotel, send him back a reply thanking him and cc: customer service on it, telling him how nice it is that he resolved your problem and made you happy, etc. Not only will the manager be grateful and treat you well next time you are at the hotel but it will also benefit all future guests who have problems, since the manager will get some kudos out of it. The other thing is that you may not want to title the thread "What is a reasonable compensation?" You definitely deserve something, but others put up titles like that very minor items. Often when I see a thread title like that, my first reaction is "uh oh, here we go again..."
Mike