Author Topic: Missed my stay and they charged me (Read 3686 times)

Columbiadorm · « **on:** September 04, 2012, 11:17:42 AM »

I searched the forum but came up empty on a topic which I thought I'd for sure see here.

I was in Miami and had called SPG for a quote at Four Points Miami Beach. Truth is I don't remember if I had created the RSVP. They claim I did and didn't cancel it and was a no show so they charged me for the 1st night (I don't have any emails showing the RSVP or me cancelling it (i may have deleted them all, idk). below is the email thread i had with them, start from the bottom and read up.

Any ideas how I can get out of this?

Dear Mr. AAAAA,
Thank you for your response. I have reviewed your reservation, unfortunately the call was not recorded so I may never be sure what happened during your conversation and can only assume a misunderstanding occurred. Taking into consideration that the confirmation email for the reservation was sent and that the system shows that you located the reservation online, we are not in the position to refund the no show penalty you were charged. We are aware that your opinion of our service has been affected by the handling of your concerns and do hope that in time, you may consider to stay with us in the future.
If there is anything else I can help you with; please do not hesitate to contact me.
Regards, Santiago Erhardt

Sent: 29 August 2012 18:52
To: Erhardt, Santiago
Subject: Re: Starwood Hotels and Resorts, Reference : 20120828***
08/10/2012
FOUR POINTS BY SHERATON MIAMI BEACH US 1,242.15 -- PENDING
08/10 FOUR POINTS BY SHERATON MIAMI BEACH FL 220.35 -- CHARGED
________________________________________

From: "Erhardt, Santiago" <Santiago.Erhardt@starwoodhotels.com>
To: AAAA
Sent: Wednesday, August 29, 2012 9:25 AM
Subject: Starwood Hotels and Resorts, Reference : 20120828***
Dear Mr. AAAA,
Allow me to introduce myself, my name is Santiago and I am from the Starwood Corporate Customer Services Department. Your comments regarding the reservation for The Four Points by Sheraton Miami Beach have been brought to my attention and I welcome this opportunity to assist you.
Could you please let me know how much were you charged for the cancellation so I can look further into the issue for you?
Kindest Regards, Santiago Erhardt
Corporate Customer Service
Starwood Hotels & Resorts Worldwide
1-800-328-6242 ext 5426
Fax (519) 633-4931
Email: santiago.erhardt@starwoodhotels.com

aussiebochur · « **Reply #1 on:** September 04, 2012, 01:23:35 PM »

Charge back?

Columbiadorm · « **Reply #2 on:** September 04, 2012, 01:24:48 PM »

Why/how would i win?

Ergel · « **Reply #3 on:** September 04, 2012, 01:25:39 PM »

You clearly made the RSVP as they had your CC info. What makes you think you canceled?

Columbiadorm · « **Reply #4 on:** September 04, 2012, 01:26:35 PM »

My CC info is on my SPG profile..

Ergel · « **Reply #5 on:** September 04, 2012, 01:27:22 PM »

I hear but they just made up the reservation?

Columbiadorm · « **Reply #6 on:** September 04, 2012, 01:28:45 PM »

They confirmed it while I just asked for a price quote?

He did say that the system does show that i accessed the rsvp online, if this really did happen, what are my options?

Deal Guy · « **Reply #7 on:** September 05, 2012, 12:33:29 AM »

Call the hotel and ask to speak to management

Columbiadorm · « **Reply #8 on:** September 06, 2012, 08:24:31 PM »

They are a waste of time. They were the first people i called and they were very nasty. Side note: that property is owned by a yehudi.

Columbiadorm · « **Reply #9 on:** September 06, 2012, 08:29:41 PM »

After I received that last response from the CR see below for what followed:

I responded:

I would like to see proof of that. The amount charged is over $200 and I don't ever pay that amount for even one night. I have a Gov. Employee discount on my account. This RSVP was never approved by me. As for the recorded calls, I'm not surprised that it was conveniently not recorded.

If you cannot be of any help, please pass this case up to your supervisor as i find this to be ridiculous.

The case was then moved to someone else who resolved it.. not in the fashion i expected..

Dear Mr. XXX, I hope this email finds you well.
I have left you a voice mail as I was unable to get through to your phone.
I have looked into your reservation issues and I am aware of the error you have advised happened at the time of booking.
As Santiago has already advised unfortunately we do not have a call recording from the time of booking so we are left to believe that a misunderstanding happened at the time of booking.
From our systems we can see that this reservation was accessed online and also have the information that an email confirmation was sent to this address.
As I can see you are a loyal gold member with us for the last two years and this is something I do not want this tarnished. I would like to offer as a goodwill gesture to send you a check to cover the $220 which you were charged. I hope you will accept my offer and also that this will regain your confidence in Starwood as a company.
If you wish to accept this please advise of an address I can have this sent to and also the name of whom to make this payable.
I appreciate the time you took to review this.
Best regards,
Aisling,
Centralized Assist and customer event follow up

I was a bit surprised that SPG would foot the bill, but I'm not complaining I dont think I should ask for point in addition.. or could/should I?

Ergel · « **Reply #10 on:** September 06, 2012, 08:35:20 PM »

Why do people always have to take good will from a company as an excuse to be greedy

myb821 · « **Reply #11 on:** September 06, 2012, 08:35:49 PM »

Quote from: Ergel on September 06, 2012, 08:35:20 PM

Why do people always have to take good will from a company as an excuse to be greedy

+1

joeb1 · « **Reply #12 on:** September 06, 2012, 08:38:05 PM »

welcome to ddf

Columbiadorm · « **Reply #13 on:** September 06, 2012, 08:46:29 PM »

Quote from: Ergel on September 06, 2012, 08:35:20 PM

Why do people always have to take good will from a company as an excuse to be greedy

huh? They can offer whatever they want, asking for more can label you greedy.. unless you really deserve it. My Q is if people think I deserve more. The hassle I went through and wasting my time with them..

Ergel · « **Reply #14 on:** September 06, 2012, 09:24:32 PM »

But you don't even know if they were wrong

LeeW · « **Reply #15 on:** September 06, 2012, 09:39:49 PM »

Not only don't you know if you they were wrong or not, their records of sending you an email confirmation and the fact that you logged on to the RSVP indicate you at least partially also messed up. Asking for more would be greedy,IMO.

Deal Guy · « **Reply #16 on:** September 06, 2012, 11:46:16 PM »

Quote from: Ergel on September 06, 2012, 09:24:32 PM

But you don't even know if they were wrong

+1

joey89 · « **Reply #17 on:** September 07, 2012, 02:58:12 AM »

I would say thank you very much and move on

Red · « **Reply #18 on:** September 07, 2012, 05:24:24 AM »

Quote from: joey89 on September 07, 2012, 02:58:12 AM

I would say thank you very much and move on

+1

zek · « **Reply #19 on:** September 07, 2012, 07:11:16 AM »

Quote from: LeeW on September 06, 2012, 09:39:49 PM

Asking for more would be greedy,IMO.

this