I had a two night stay reservation for 100,000 Marriott points to the Ritz Carlton Key Biscayne Miami. I had to cancel the reservation two days before the stay for a medical emergency and received all 100,000 points back into my Marriott account. I didn't know of any cancellation fees applied here with a points reservation. I also didn't know Ritz Carlton has a different cancellation policy than other Marriott chains.
A week a later I get notifications through my Amex app saying that i got charged $1498 and $1598 from Ritz Carlton. Keep in mind 100,000 Marriott points is not worth $3100. I would have gladly lost the points instead of being charged such a large sum. I called up Amex and disputed the charge thinking that I was being charged because Ritz Carlton didn't realize I cancelled the reservations. I sent PDFs of cancellation emails and the charges were put on hold.
A month later the charges went back onto my Amex account and I received mail from Ritz Carlton where they showed that there is a cancellation fee within 7 days of a reservation. It also said that each night had a cost of $250. This was enough proof for Amex to think that these charges were legit.
I called Amex back and they told me there is nothing they can do for me. I called Marriott and they told me that Ritz Carlton will call me back within a week. Ritz Carlton didn't call me back so I called them and they told me to call back in a few days to in-house reservations and that department will see what they can do for me.
I then called Amex back and said I was charged an exorbitant sum for the cancellation fee which is more than even one-night stay without even bringing the pints reservation argument into the conversation. Amex has now put those two charges on-hold again.
Has anyone had an instance like this and what could help me have Ritz Carlton waive the cancellation fees even after I have already been charged?