Comments on: Four Points hotel snubs guest, forces him to pay for canceled room http://www.elliott.org/blog/four-points-hotel-snubs-guest-forces-him-to-pay-for-canceled-room/ Consumer advocate Christopher Elliott's site. Fri, 10 Feb 2012 05:25:00 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: jean doran http://www.elliott.org/blog/four-points-hotel-snubs-guest-forces-him-to-pay-for-canceled-room/comment-page-1/#comment-34363 jean doran Sat, 20 Feb 2010 21:49:26 +0000 http://www.elliott.org/?p=5242#comment-34363 i am disappointed in Sheraton!!!!!and your PR is BAD i am disappointed in Sheraton!!!!!and your PR is BAD

]]> By: jean doran http://www.elliott.org/blog/four-points-hotel-snubs-guest-forces-him-to-pay-for-canceled-room/comment-page-1/#comment-34362 jean doran Sat, 20 Feb 2010 21:47:15 +0000 http://www.elliott.org/?p=5242#comment-34362 sheraton--where are you==i said i would pay for one night but not two--and you don't confirm that either. i am tempted to go to small claims court-- sheraton–where are you==i said i would pay for one night but not two–and you don’t confirm that either. i am tempted to go to small claims court–

]]> By: jean doran http://www.elliott.org/blog/four-points-hotel-snubs-guest-forces-him-to-pay-for-canceled-room/comment-page-1/#comment-32981 jean doran Mon, 08 Feb 2010 04:57:10 +0000 http://www.elliott.org/?p=5242#comment-32981 where are you0--sheraton???? where are you0–sheraton????

]]> By: jean doran http://www.elliott.org/blog/four-points-hotel-snubs-guest-forces-him-to-pay-for-canceled-room/comment-page-1/#comment-32875 jean doran Sun, 07 Feb 2010 00:33:28 +0000 http://www.elliott.org/?p=5242#comment-32875 NO ANSWER???? SAME QUESTION EXISTS; WHY CHARGE FO TWO NIGHTS WHEN I DIDN'T EVEN STAY ONE?????????? NO ANSWER???? SAME QUESTION EXISTS; WHY CHARGE FO TWO NIGHTS WHEN I DIDN’T EVEN STAY ONE??????????

]]> By: jean doran http://www.elliott.org/blog/four-points-hotel-snubs-guest-forces-him-to-pay-for-canceled-room/comment-page-1/#comment-32860 jean doran Sat, 06 Feb 2010 20:06:59 +0000 http://www.elliott.org/?p=5242#comment-32860 RESPONSE????? RESPONSE?????

]]> By: jean doran http://www.elliott.org/blog/four-points-hotel-snubs-guest-forces-him-to-pay-for-canceled-room/comment-page-1/#comment-32859 jean doran Sat, 06 Feb 2010 20:06:01 +0000 http://www.elliott.org/?p=5242#comment-32859 AGREED ON SPLITTING CHARGE--ELIMINATE SECOND NIGHT CHARGED . NO CONFIRMATION YET WILL NEVER MAKE RESERVATION BY COMPUTER AGAIN. AGREED ON SPLITTING CHARGE–ELIMINATE SECOND NIGHT CHARGED . NO CONFIRMATION YET
WILL NEVER MAKE RESERVATION BY COMPUTER AGAIN.

]]> By: jean doran http://www.elliott.org/blog/four-points-hotel-snubs-guest-forces-him-to-pay-for-canceled-room/comment-page-1/#comment-32746 jean doran Fri, 05 Feb 2010 23:17:46 +0000 http://www.elliott.org/?p=5242#comment-32746 Never again will i attempt a hotel reservation by computer. For DEC 28-29 LEAVING FROM SFO FOR TWO BBEDS, ONE ROOM.I FILLED OUT VARIOUS FORMS FOR SHERATON, FOUR POINTS A SERVING SAN FRANCISCO AIRPORT,INCLUDING MY VISA. HOWEVER, I RECEIVED NO CONFIRMATION OF A RESERVATION, EITHER BY CODE LETTRS OR RETURN FEEDBACK ANSWER. THRTRFORE, I TURNED TO HOWARD JOHNSON AND RECIVED RESERVATION WITH CONFIRMAION AND ADDED OUR JANUARY ONENIGHTER. PAYING FOR BOTH, HOWEVER. MY JANUARY VISA SHOWES12;30FOUR POINTS,SHERATONSANFRANCISCO $111.66 NOT ONCE BUT TWICE $223.32.....OTHER HOTELS I HAVE DEALT WITH HAD SOME NOTIFICATION AND CONFIRMATION.I AM A CROWN CLUB MEBBER AND HAVE NEVER HAD TROUBLE WITH A BEST WESTERN HOTEL.ONE NOGHT I CAN UNDERSTAND--BUT TWO!!!!!! Never again will i attempt a hotel reservation by computer. For DEC
28-29 LEAVING FROM SFO FOR TWO BBEDS, ONE ROOM.I FILLED OUT VARIOUS FORMS FOR SHERATON, FOUR POINTS A SERVING SAN FRANCISCO AIRPORT,INCLUDING MY VISA. HOWEVER, I RECEIVED NO CONFIRMATION OF A RESERVATION, EITHER BY CODE LETTRS OR RETURN FEEDBACK ANSWER.
THRTRFORE, I TURNED TO HOWARD JOHNSON AND RECIVED RESERVATION WITH CONFIRMAION AND ADDED OUR JANUARY ONENIGHTER. PAYING FOR BOTH,
HOWEVER. MY JANUARY VISA SHOWES12;30FOUR POINTS,SHERATONSANFRANCISCO $111.66 NOT ONCE BUT TWICE $223.32…..OTHER HOTELS I HAVE DEALT WITH HAD SOME NOTIFICATION AND CONFIRMATION.I AM A CROWN CLUB MEBBER AND HAVE NEVER HAD TROUBLE WITH A BEST WESTERN HOTEL.ONE NOGHT I CAN UNDERSTAND–BUT TWO!!!!!!

]]> By: Aimee http://www.elliott.org/blog/four-points-hotel-snubs-guest-forces-him-to-pay-for-canceled-room/comment-page-1/#comment-15206 Aimee Sun, 26 Oct 2008 15:50:55 +0000 http://www.elliott.org/?p=5242#comment-15206 It is Starwood's fault for not getting back to the guest right away; it does give the impression that they do not care. However, one should ALWAYS get a cancellation number and ask what the cancellation policy is when reserving a room, if one is not specified in the reservation process. And what about this person's friend? Did his friend get a cancellation number? Also, It was rather unethical for the for the hotel to respond in such a negative and finger pointing matter. How do they know that the front desk clerk gave the information about contacting the Customer Service Department? Is there actual physical evidence? I guess it is just the improper training at the hotel and about us giving out advice to people reserving rooms? The only conclusion I came up with anyway! It is Starwood’s fault for not getting back to the guest right away; it does give the impression that they do not care. However, one should ALWAYS get a cancellation number and ask what the cancellation policy is when reserving a room, if one is not specified in the reservation process. And what about this person’s friend? Did his friend get a cancellation number?

Also, It was rather unethical for the for the hotel to respond in such a negative and finger pointing matter. How do they know that the front desk clerk gave the information about contacting the Customer Service Department? Is there actual physical evidence?

I guess it is just the improper training at the hotel and about us giving out advice to people reserving rooms? The only conclusion I came up with anyway!

]]> By: mike http://www.elliott.org/blog/four-points-hotel-snubs-guest-forces-him-to-pay-for-canceled-room/comment-page-1/#comment-14781 mike Wed, 01 Oct 2008 00:09:00 +0000 http://www.elliott.org/?p=5242#comment-14781 An "industry expert" like yourself should be the last person to conclude an experience at one hotel represents all the hotels in the chain. This person had a bad experience and the hotel needs to respond, but why take the blame out on all of the company? An “industry expert” like yourself should be the last person to conclude an experience at one hotel represents all the hotels in the chain. This person had a bad experience and the hotel needs to respond, but why take the blame out on all of the company?

]]> By: Matt http://www.elliott.org/blog/four-points-hotel-snubs-guest-forces-him-to-pay-for-canceled-room/comment-page-1/#comment-14736 Matt Fri, 26 Sep 2008 19:14:35 +0000 http://www.elliott.org/?p=5242#comment-14736 "It sure as hell is the hotel’s fault for trying to have it both ways! The rationale for a policy of ‘if you don’t cancel your reservation, you pay for the room’ is that the room is held for you all night, sitting there empty whether or not you show up. Starwood has no right to re-rent the room AND demand payment on the original reservation. Arriving late and having to spend the night in the hotel lobby because the room wasn’t held is bad enough, but charging this customer for a reservation policy that was not honored is fraud." You are making the assumption the hotel was able to fill the room with another guest. If they are not able to fill the room due to a cancellation, should the hotel lose revenue due to an inability to show for the reservation? I agree with your second point though about arriving late. I've been in many situations where the hotel room was guaranteed to my credit card for a late arrival and they did not have a room for me. I've never been charged for those rooms through. “It sure as hell is the hotel’s fault for trying to have it both ways! The rationale for a policy of ‘if you don’t cancel your reservation, you pay for the room’ is that the room is held for you all night, sitting there empty whether or not you show up. Starwood has no right to re-rent the room AND demand payment on the original reservation. Arriving late and having to spend the night in the hotel lobby because the room wasn’t held is bad enough, but charging this customer for a reservation policy that was not honored is fraud.”

You are making the assumption the hotel was able to fill the room with another guest. If they are not able to fill the room due to a cancellation, should the hotel lose revenue due to an inability to show for the reservation?

I agree with your second point though about arriving late. I’ve been in many situations where the hotel room was guaranteed to my credit card for a late arrival and they did not have a room for me. I’ve never been charged for those rooms through.

]]> By: Alan Gore http://www.elliott.org/blog/four-points-hotel-snubs-guest-forces-him-to-pay-for-canceled-room/comment-page-1/#comment-14735 Alan Gore Fri, 26 Sep 2008 18:00:47 +0000 http://www.elliott.org/?p=5242#comment-14735 "I fail to see how this is the hotels fault when you don’t show for a reservation. If the hotel policy clearly states that a room must be canceled by a certain time/date, I fail to see how this can be the hotels fault." It sure as hell is the hotel's fault for trying to have it both ways! The rationale for a policy of 'if you don't cancel your reservation, you pay for the room' is that the room is held for you all night, sitting there empty whether or not you show up. Starwood has no right to re-rent the room AND demand payment on the original reservation. Arriving late and having to spend the night in the hotel lobby because the room wasn't held is bad enough, but charging this customer for a reservation policy that was not honored is fraud. “I fail to see how this is the hotels fault when you don’t show for a reservation. If the hotel policy clearly states that a room must be canceled by a certain time/date, I fail to see how this can be the hotels fault.”

It sure as hell is the hotel’s fault for trying to have it both ways! The rationale for a policy of ‘if you don’t cancel your reservation, you pay for the room’ is that the room is held for you all night, sitting there empty whether or not you show up. Starwood has no right to re-rent the room AND demand payment on the original reservation. Arriving late and having to spend the night in the hotel lobby because the room wasn’t held is bad enough, but charging this customer for a reservation policy that was not honored is fraud.

]]> By: Matt http://www.elliott.org/blog/four-points-hotel-snubs-guest-forces-him-to-pay-for-canceled-room/comment-page-1/#comment-14730 Matt Fri, 26 Sep 2008 14:32:50 +0000 http://www.elliott.org/?p=5242#comment-14730 I fail to see how this is the hotels fault when you don't show for a reservation. If the hotel policy clearly states that a room must be canceled by a certain time/date, I fail to see how this can be the hotels fault. Did your friend ask for a cancellation confirmation number? I also fail to see how this is a Starwood specific issue. To spread blame across an entire chain of hotels for the actions of one is ludicrous. I've been in this situation with multiple hotel chains, but I don't blame the entire chain for one issue. I fail to see how this is the hotels fault when you don’t show for a reservation. If the hotel policy clearly states that a room must be canceled by a certain time/date, I fail to see how this can be the hotels fault. Did your friend ask for a cancellation confirmation number? I also fail to see how this is a Starwood specific issue. To spread blame across an entire chain of hotels for the actions of one is ludicrous. I’ve been in this situation with multiple hotel chains, but I don’t blame the entire chain for one issue.

]]> By: Elliott.org is upset with the Four Points Pleasanton, and therefore also all of Starwood « *wood http://www.elliott.org/blog/four-points-hotel-snubs-guest-forces-him-to-pay-for-canceled-room/comment-page-1/#comment-14725 Elliott.org is upset with the Four Points Pleasanton, and therefore also all of Starwood « *wood Fri, 26 Sep 2008 07:18:20 +0000 http://www.elliott.org/?p=5242#comment-14725 [...] Do you know who Christopher Elliott is?  He’s the writer behind the Elliott Blog, a place for travel tips and his own personal reports and views on customer service issues in the travel world.  Most recently, one of his readers brought to his attention a service issue he encountered with the Four Points in Pleasanton, CA.  Elliott contacted the Four Points Pleasanton on behalf of a guest who wanted a cancellation fee refund.  Click here to read his post. [...] [...] Do you know who Christopher Elliott is?  He’s the writer behind the Elliott Blog, a place for travel tips and his own personal reports and views on customer service issues in the travel world.  Most recently, one of his readers brought to his attention a service issue he encountered with the Four Points in Pleasanton, CA.  Elliott contacted the Four Points Pleasanton on behalf of a guest who wanted a cancellation fee refund.  Click here to read his post. [...]

]]> By: Chicky http://www.elliott.org/blog/four-points-hotel-snubs-guest-forces-him-to-pay-for-canceled-room/comment-page-1/#comment-14712 Chicky Thu, 25 Sep 2008 14:39:02 +0000 http://www.elliott.org/?p=5242#comment-14712 I might agree that customer service just flubbed it up by not getting back with this guy, had Starwood called Chris back. But they didn't. My cynical side says Starwood/Sheraton is ignoring the situation, hoping Mr. Black isn't going to dispute $150 indefinitely. They're hoping he will give up and they won't have to deal with it. If his credit card terms allow it, he should absolutely dispute the charge. I might agree that customer service just flubbed it up by not getting back with this guy, had Starwood called Chris back. But they didn’t. My cynical side says Starwood/Sheraton is ignoring the situation, hoping Mr. Black isn’t going to dispute $150 indefinitely. They’re hoping he will give up and they won’t have to deal with it.

If his credit card terms allow it, he should absolutely dispute the charge.

]]> By: Carver Farrow http://www.elliott.org/blog/four-points-hotel-snubs-guest-forces-him-to-pay-for-canceled-room/comment-page-1/#comment-14710 Carver Farrow Thu, 25 Sep 2008 06:24:56 +0000 http://www.elliott.org/?p=5242#comment-14710 While I agree that Four Points and Sheraton have behaved very badly, I think it is a disservice to draw too many conclusions from a singular event. I think that the manager at the Four Points in Pleasonton behaved abominably, but given my generally positive experiences with Starwood, I want to believe that Customer service just dropped the ball by not getting back to Mr. Black. While I agree that Four Points and Sheraton have behaved very badly, I think it is a disservice to draw too many conclusions from a singular event.

I think that the manager at the Four Points in Pleasonton behaved abominably, but given my generally positive experiences with Starwood, I want to believe that Customer service just dropped the ball by not getting back to Mr. Black.

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