Hotel: Genesis All-Suite Hotel
Year of incident: 2018
Status at time of incident: N/A
Incident: Booked 2 bedroom suite for 3 nights, they only had a 1 bedroom available.
Compensation: 2 Nights UR points (booked with UR)
I recently stayed 3 nights at a hotel using UR to book. I booked a 2 bedroom suite. They checked me in to a 1 bedroom suite, due to no 2 bedroom availability . I asked to speak to the GM , after some negotiation they agreed I would stay in the 1 bedroom suite and they would refund me for 2 nights. I highly doubted it would happen, so I did my utmost to actually get a refund. I requested the GM type me up a detailed letter of what happened, who the 3rd booking party was, and they'll refund 2 nights. They retyped the letter 3 times so that it should look presentable and included all details. I called chase they transferred me to a rep. whom told me to send them the letter, once that was done they followed up with me confirming the 3rd party booking platform was refunded for 2 nights and they'll credited my miles back.
“Hi Mr. xxx,
I am glad to inform you that xxxxxxx HOTEL, refunded 2 nights of your reservation.
Since you uses your Chase points to purchase the reservation, I requested to refund xx,304 Pts back to your Chase account.
Please allow 3-5 business days to reflect the points back to your account.
For you to track your Chase points her is the updated balance before the refund.
Total: xxx Pending:xxx Available:xxx”