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my room was cancelled because my card declined. I asked why I wasn’t notified and they told me they sent an email. I confirmed the email address they had on file and that I did not receive the email. I asked for it to be shown to be for confirmation and they told me they would have to wait until tomorrow for the manager. I asked for proof my card was declined and they said I needed to speak to a manager. I checked my credit card statement and the $500 charge went thru. I asked if they had any rooms I could book and they told me they were now sold out. I was stranded in nyc where all hotels within a 30 min drive were egregiously expensive or sold out. I had to take an uber to a friends house 40 min away and then wake up early and uber back into the city. I am a gold member at Marriott and have 40 nights with them this year. What can I do?
Chief
You can dispute the charge with your card company. As you were misinformed and then the service was not provided , you should be able to get a refund if the transaction was posted. If it is pending, it is possible that it gets eventually cancelled even if it is showing up in your list
Based on my experience the reasoning doesn’t sound right. Rate conditions determine if a room can be canceled or refunded, not how your card behaves. Most rates don’t allow cancellation the morning of. But they need to give you an option to cancel and pay the penalty or keep it as is. Either way, you will be charged. Unless you explicitly told them to cancel , you still should keep the room. Seems like a lot of miscommunication
Call and complain and get rewarded points and free night
They’re so disgustingly cheap with the points these days
For those interested, I got the refund after calling corporate and the hotel itself. Corporate refused gave me 10k consolation points and said there was nothing else to be done. The hotel gave a refund after I clawed it back but refused to give uber reimbursement, Marriott guarantee or other consolation. Submitted a claim to the better business bureau and told Marriott. Will lyk what happens
Me again, you should also flag this to Deloittes travel team. They will want to know which hotel this happened at and potentially choose to blacklist them from your hotel program
It’s a game. I worked at a hotel and they are trying to sell every room . They will oversell because they expect 10% or so no shows .
But the hotel should have pre blocked a room for a prepaid reservation. This is 100% the hotels fault.
Welcome to fashion week in nyc. They filled you room with someone prettier
Also want to be clear, it was my Deloitte card and I do not think it actually declined, the charge is posted on Amex and I’ve been using the card all day post this event…I think they assumed I wasn’t coming and double booked my room and then lied about the cancellation when I arrived
Flag this to Deloitte’s travel agency. They’ll contact the hotel and get it refunded
Typical Marriott. Hyatt for life!
Chief
Hyatt did the exact same thing to me and I was never able to get a refund. My amount was only $110 so it wasn’t worth fighting. I did get a night credit for it.
Marriott ultimate guarantee might apply here
Pro
Did they actually charge your card or was it a pre auth?