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- Feb 24, 2011
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As some of you know, last weekend I closed up for a few days (long weekend) off. Booked a room via my CC miles and went away 400km to the South East.
Well, the hotel managed to make me realize that a lot of my policies and practices are 100% correct.
I called the night before to reconfirm my reservation because we were arriving after 6PM. We had booked a suite, they had us in a room. I have to call up my CC miles department who calls up Expedia who calls up the hotel to verify and the hotel has it wrong (even though I have confirmations). So, Expedia calls up my CC miles company to get them to fax a copy of the confirmation, so they can fax a copy to the hotel so they can fix it. (I send out confirmations to each guest after a reservation so they know that I have them covered.... this is what happens when you don't do that.)
We get into the hotel and they put a "hold" on my CC for $100 plus a night. I get a text message from my bank, go down to talk to them, they confirm that it is just a hold. Okay, just a hold, no problem, it will disappear.
Yesterday I check out. They hand me a copy of a receipt.... they aren't supposed to, because it's prepaid. Amounts look screwy with a negative total at the bottom. I question it, they confirm it's a $0 balance and I go. I get a text message at 4:02AM with a charge of some $370... now remember that I'm not in the US, this is in my currency. I check the bank, there is a pending charge for this amount. I'm NOT happy. I ended up calling the hotel, they tell me that they want to refund me the $290 (their currency) to my account. But.... you see, I'm not in their currency, my bank charges me 3% extra on the exchange rate, so while it's $370+ in charge the refund will only net me $350 or so, I'm out of pocket $20 on their error. It's not just a standard error, it's an error on a foreign card. (And frankly, to me this isn't an error, this is THEFT, because they didn't have a right to charge me and my CC miles... I'm paying TWICE!)
And this is why I always run the card for any amount owing with the guest there and they can put in their PIN or sign and then they get a receipt. No running cards behind their back.
So now I need for them to either fix it and give me back the missing exchange or I'm going to have to go and do a dispute and chargeback to get my full refund. I talked to HO today and they say that I should have a solution within 72 hours. But they have ruined my vacation time. They have given me aggravation. And so I regret having chosen this hotel.... and gone away for the weekend. Instead of making a great impression, they have left me with a very sour taste on my tongue.
Well, the hotel managed to make me realize that a lot of my policies and practices are 100% correct.
I called the night before to reconfirm my reservation because we were arriving after 6PM. We had booked a suite, they had us in a room. I have to call up my CC miles department who calls up Expedia who calls up the hotel to verify and the hotel has it wrong (even though I have confirmations). So, Expedia calls up my CC miles company to get them to fax a copy of the confirmation, so they can fax a copy to the hotel so they can fix it. (I send out confirmations to each guest after a reservation so they know that I have them covered.... this is what happens when you don't do that.)
We get into the hotel and they put a "hold" on my CC for $100 plus a night. I get a text message from my bank, go down to talk to them, they confirm that it is just a hold. Okay, just a hold, no problem, it will disappear.
Yesterday I check out. They hand me a copy of a receipt.... they aren't supposed to, because it's prepaid. Amounts look screwy with a negative total at the bottom. I question it, they confirm it's a $0 balance and I go. I get a text message at 4:02AM with a charge of some $370... now remember that I'm not in the US, this is in my currency. I check the bank, there is a pending charge for this amount. I'm NOT happy. I ended up calling the hotel, they tell me that they want to refund me the $290 (their currency) to my account. But.... you see, I'm not in their currency, my bank charges me 3% extra on the exchange rate, so while it's $370+ in charge the refund will only net me $350 or so, I'm out of pocket $20 on their error. It's not just a standard error, it's an error on a foreign card. (And frankly, to me this isn't an error, this is THEFT, because they didn't have a right to charge me and my CC miles... I'm paying TWICE!)
And this is why I always run the card for any amount owing with the guest there and they can put in their PIN or sign and then they get a receipt. No running cards behind their back.
So now I need for them to either fix it and give me back the missing exchange or I'm going to have to go and do a dispute and chargeback to get my full refund. I talked to HO today and they say that I should have a solution within 72 hours. But they have ruined my vacation time. They have given me aggravation. And so I regret having chosen this hotel.... and gone away for the weekend. Instead of making a great impression, they have left me with a very sour taste on my tongue.