Go Back  FlyerTalk Forums > Miles&Points > Discontinued Programs/Partners > Starwood | Starwood Preferred Guest
Reload this Page >

Cancelled stay online, website says too late will charge my account?

Cancelled stay online, website says too late will charge my account?

 
Old Dec 11, 05, 6:33 am
  #1  
Original Poster
 
Join Date: Sep 2004
Posts: 256
Cancelled stay online, website says too late will charge my account?

I had accidently booked a hotel stay twice, so I cancelled one online. The reservation was for June 2006 and the cancellation policy clearly stated cancel by 6pm the day before to avoid charges. So I clearly thought there would be no charge to my account. However, when I cancelled, the website said that it was too late to cancel without charges. I assumed this was a glitch in the system. I then called the cenral number to insure that there would be no charge. The agent said that all internet bookings can not be cancelled without a charge of one night and that this was clearly stated in three places. She said the only way, I could get the charge waived was to call the hotel. I told her that I saw no place on my reservation that talked about a required one night cancellation. She inisted. Anyway, I called the property and they told me I would absolutely not be charged and that their policy is 6pm the night before. Does anyone know what is going on and what the reservation agent was talking about? I don't deal with Starwood too much, so I'm not sure if this has ever happened to anyone on this board before. Thanks
Carolellen607 is offline  
Old Dec 11, 05, 7:12 am
  #2  
 
Join Date: Dec 2000
Location: Nr. Zurich
Programs: LH SEN, IHG Platinum, Marriott Lifetime Gold
Posts: 1,605
I do all my transactions online with Starwood and have never heard anything like that. Nor have I ever had a message telling me that it is too late to cancel though. Maybe it was some computer glitch...
Snoopy is offline  
Old Dec 11, 05, 7:12 am
  #3  
 
Join Date: Jul 2003
Programs: Hilton Diamond, Starwood Lifetime Platinum, Marriott Gold, Hyatt Diamond, Delta Platinum
Posts: 2,188
Originally Posted by Carolellen607
I had accidently booked a hotel stay twice, so I cancelled one online. The reservation was for June 2006 and the cancellation policy clearly stated cancel by 6pm the day before to avoid charges. So I clearly thought there would be no charge to my account. However, when I cancelled, the website said that it was too late to cancel without charges. I assumed this was a glitch in the system. I then called the cenral number to insure that there would be no charge. The agent said that all internet bookings can not be cancelled without a charge of one night and that this was clearly stated in three places. She said the only way, I could get the charge waived was to call the hotel. I told her that I saw no place on my reservation that talked about a required one night cancellation. She inisted. Anyway, I called the property and they told me I would absolutely not be charged and that their policy is 6pm the night before. Does anyone know what is going on and what the reservation agent was talking about? I don't deal with Starwood too much, so I'm not sure if this has ever happened to anyone on this board before. Thanks
I would definitely get the name of the person that you talked to at the hotel property. It sounds like you might have booked an internet only rate. These rates are typicaly not cancellable/changeable/refundable.
bigjim is offline  
Old Dec 11, 05, 7:22 am
  #4  
Original Poster
 
Join Date: Sep 2004
Posts: 256
Originally Posted by bigjim
I would definitely get the name of the person that you talked to at the hotel property. It sounds like you might have booked an internet only rate. These rates are typicaly not cancellable/changeable/refundable.
Thanks, but I did not book an internet only rate. It was an AAA rate that again clearly stated that a penalty would only be charged if I didn't cancel by 6pm the day before. I called customer service again and this time the agent checked my reservation and agreed with me that I should not be charged. She wasn't sure what the other agent was speaking about but you are probably right that she thought it was a special internet rate, but I don't think she actually checked the reservation. In any case, there does seem to be a glitch on the website.
Carolellen607 is offline  
Old Dec 11, 05, 8:20 am
  #5  
FlyerTalk Evangelist
 
Join Date: May 2002
Location: Pittsburgh
Programs: MR/SPG LT Titanium, AA LT PLT, UA SLV, Avis PreferredPlus
Posts: 28,299
This is the fourth consecutive post I'm reading that indicates something goofy with the SPG site in the last 24 hours, so that could be the explanation.

If you're sure it wasn't an internet-only reservation, save your confirmation, which should have the T&C's, and write down the name of the person you talked to at the property. To be safe, you might want to email them to get it in writing.

The person at spg may have been making some assumptions that the message you received could only be generated from an internet rate, as opposed to looking at your actual reservation. Or he/she may also have been reading incorrect info from a computer glitch.
CPRich is offline  
Old Dec 11, 05, 8:48 am
  #6  
Original Poster
 
Join Date: Sep 2004
Posts: 256
Thanks so much, everyone, for your help.
Carolellen607 is offline  

Thread Tools
Search this Thread
Search Engine: