I Thought PrePaid Stays Were... uhhh... Prepaid?
May 27, 2009, 9:35 am
#1
Original Poster
Join Date: Mar 2009
Posts: 3,519
I Thought PrePaid Stays Were... uhhh... Prepaid?
I took advantage of some Starpicks last week and booked the Westin Market Street and W San Francisco this past weekend.
I prepaid with my SPG AmEx for the rooms.
Unfortuantely, AmEx suspected fraud on my account and issued me a new card which didn't arrivine in time for my stays so at check in I used my Mastercard which I didn't think would matter because I prepaid for the rooms.
However, the entire hotel charges showed up on my Mastercard and none of my AmEx so I'm out about 2000 SPG points ($1000 in charges).
Can i request that they credit my Mastercard and rebill my AmEx card?
I prepaid with my SPG AmEx for the rooms.
Unfortuantely, AmEx suspected fraud on my account and issued me a new card which didn't arrivine in time for my stays so at check in I used my Mastercard which I didn't think would matter because I prepaid for the rooms.
However, the entire hotel charges showed up on my Mastercard and none of my AmEx so I'm out about 2000 SPG points ($1000 in charges).
Can i request that they credit my Mastercard and rebill my AmEx card?
May 27, 2009, 9:39 am
#2
Join Date: Mar 2005
Location: Boise and McCall Idaho
Programs: DL, UA, AA, Hawaiian, Alaska
Posts: 245
Funny you should mention this. I booked a prepaid at the Frankfurt Airport Sheraton about 60 days ago. When I returned from my stay last week I was surprised to see a charge on my Amex the day I checked out. I looked back over my charge records and there was nothing posted when I made the reservation. Looking over the terms I think there is a no cancellation policy, maybe that's how they cover themselves.
May 27, 2009, 9:43 am
#3
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
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Best regards,
William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide
[email protected]
May 27, 2009, 9:49 am
#4
Join Date: Nov 2003
Location: MKE
Programs: AA Exec Platinum, SPG Platinum / Ambassador / Lifetime Gold, Avis FIRST
Posts: 3,293
This has happened to me twice - I prepay for a room, my card is charged, then after I check out I notice I got charged again.
Both times it was cleared up pretty quickly after contacting the hotel and faxing a copy of my CC activity with the original charge.
Call the Westin and ask to speak to the accounting/billing department.
Both times it was cleared up pretty quickly after contacting the hotel and faxing a copy of my CC activity with the original charge.
Call the Westin and ask to speak to the accounting/billing department.
May 27, 2009, 9:56 am
#5
Join Date: Jan 2005
Location: SMF
Programs: Bonvoy Titanium, SPG LTP
Posts: 1,526
I've never been charged more than once, but I'd estimate about half of my pre-pay reservations are charged when I book, and the other half are paid at check-out like a normal reservation. It does force me to be a little more diligent in figuring out if I paid for a stay 5 months ago when I booked it or if I have to pay for it at check-out.
May 27, 2009, 10:13 am
#6
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Even if the rate rules says that the stay is prepaid and that the hotel will charge your cc upon completing the reservation it doesn't always happen. Prefer it this way.
May 27, 2009, 10:13 am
#7
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I've booked many prepaid rates and usually it's billed upon check-out (and I'm sure would have been if I was a no-show), but it's not consistent even within the same property... I booked two separate prepaid, non-refundable stays at a Westin in Florida. Only one stay has been charged to my AMEX. Now I'm expecting a fight since there's no indication which stay has been "prepaid".
May 27, 2009, 10:19 am
#8
Original Poster
Join Date: Mar 2009
Posts: 3,519
Anyone have an email address for the W SF and Westin Market Street? 
May 27, 2009, 10:24 am
#9
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Regrettably, I can't find one that is published for the W, but since I really discourage you from trying to do this by email, that might be a good thing.
There is one published on the web site for the Westin, but - again - I recommend calling them and not trying to do this via email.
Best regards,
William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide
[email protected]
There is one published on the web site for the Westin, but - again - I recommend calling them and not trying to do this via email.
Best regards,
William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide
[email protected]
May 27, 2009, 10:26 am
#10
Original Poster
Join Date: Mar 2009
Posts: 3,519
Regrettably, I can't find one that is published for the W, but since I really discourage you from trying to do this by email, that might be a good thing.
There is one published on the web site for the Westin, but - again - I recommend calling them and not trying to do this via email.
Best regards,
William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide
[email protected]
There is one published on the web site for the Westin, but - again - I recommend calling them and not trying to do this via email.
Best regards,
William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide
[email protected]
OK - thanks William.
May 27, 2009, 10:51 am
#11
Join Date: Apr 2008
Location: SLC
Programs: AA CK, Marriott Lifetime Plat, Hilton Diamond, Hertz PC
Posts: 225
I've booked many prepaid rates and usually it's billed upon check-out (and I'm sure would have been if I was a no-show), but it's not consistent even within the same property... I booked two separate prepaid, non-refundable stays at a Westin in Florida. Only one stay has been charged to my AMEX. Now I'm expecting a fight since there's no indication which stay has been "prepaid".
If you don't want to wait for your statement you can always begin (you don't have to go all the way through) the dispute process and it will show you the actual details of the stay. I did this last month when I had multiple stays at the same Westin and I thought I was double charged.
May 27, 2009, 2:47 pm
#12
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Happened to me a couple of times before as well.. booked prepaid rate and ended up being charged after my stay.. I just think of those rates now as a guaranteed payment to the hotel whether you show up or not...
May 27, 2009, 4:02 pm
#13
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May 27, 2009, 8:52 pm
#14
Join Date: Oct 2007
Posts: 561
I had this happen at the 4 Points in Tempe last month when I got my folio the morning of departure. The clerk was perfectly nice, but said that "prepaid" rates through spg.com rarely "really" show up as prepaids; most all are charged at checkout. If that is truly the case, it would be nice if *wood either fixed the problem, or refined the wording to clarify that the charge would be on checkout or no-show. I didn't have to wait to talk with anyone when I checked out, but one of my goals in most hotels is to never have to run that gauntlet in the morning, particularly if others are waiting to settle their accounts. I like getting the folio slipped under the door and being on my way.