Question: I think that you may be my only hope! My father and I were supposed to meet in San Antonio before a conference. Lucky for us, the weekend that we were to be in San Antonio was the same weekend Hurricane Ike plowed through Texas. After experiencing Gustav just two weeks prior in Baton Rouge, I was not very keen on going for round two. My flight was canceled, anyway.
We had made reservations at the Holiday Inn on the Riverwalk for the weekend. The rate was pre-paid and nonrefundable, which at the time of booking was fine. However, when we saw where the hurricane was headed, we called to cancel our reservations independently.
After some discussion about the storm, the hotel told us both independently that, due to the extreme circumstances, we would receive refunds. I have an e-mail from the hotel regarding my “refund.”
Despite numerous e-mails to the hotel over many months, we’ve received nothing. Any assistance that you can offer me would be greatly appreciated. — Kristin Budden, Baton Rouge, La.
Answer: I think Holiday Inn owes you a refund. Not because of the hurricane, or because it was the right thing to do (although both are true) but because a hotel representative promised one in writing.
If you had disputed the hotel charge on your credit card — which would have been one of your options — then the e-mail from your hotel is almost like money in the bank. During a dispute, a hotel may counter that by citing its nonrefundability policy, but from your credit card’s perspective, a written statement from the property that it agrees to override its rule is compelling evidence in your favor.
Many resorts offer hurricane guarantees that give guests a no-questions-asked refund when a storm is on the way. Holiday Inn wasn’t one of those hotels as far as I can tell, but the commonly accepted practice in the travel industry is to not hold a customer accountable for a trip that can’t be taken because of circumstances beyond his or her control.
(Remember, we let travel companies off the hook when they can’t operate a plane because of bad weather or a hotel shuts down during a flood — it’s only fair that they should do the same thing for us.)
It looks as if you limited your correspondence to the hotel. In a situation like this, it’s useful to begin with a brief, polite e-mail to the corporate guest-relations section on its Web site. Many hotels pass these complaints along to the hotel and may fine it if the grievances aren’t resolved quickly. However, dealing with the hotel directly puts it under no such pressure and it may feel as if it can ignore your repeated requests.
Next time you reserve a room during hurricane season, consider one that’s refundable. And if not, then at least consider taking out a travel insurance policy that would cover you if a hurricane hit your hotel.
I contacted Holiday Inn on your behalf and it promised you a full refund.
(Photo: earthhopper/Flickr Creative Commons)
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{ 3 comments… read them below or add one }
Here’s a thought. Why does it take an Ombudsman to make a hotel carry through on it’s promises? I mean, how much clear cut can a person get than an assurance in writing they will receive a refund? If you ask me Mr. Elliott, your page should include the offending hotels, so that people know which locations to avoid on their next travel experience. It would be quite nice to know which locations of properties or subsidiary companies are troubling, so that we the consumer, can avoid them like a plague.
How about adding such a section (Similar to the BBB), where you track your dealings with specific companies, locations, etc?
Justin
I had a reservation at the The Villas at Grand Cypress for August 16-20, 2008.
Hurricane Fay rumbled into the Orlando area on August 16 and left the early morning of the 18th. The Florida Governor declared a state of emergency, asked tourists to leave and asked that no new ones come.
I called the Villas and they refused to cancel my reservation without a 1 night penalty. I asked everyone up to the hotel manager to let me use one night for a different time, offering to give them my business when I returned next. They refused. They charged my card.
So – Chris- wanna try to get me a refund? I left back reviews on Trip Advisor stating the facts and have told everyone I know – including other private pilots on pilot blogs – to avoid this property. I’ve probably cost them some business – yet – they still refuse to credit my account.
So – Chris – how about it? See how much clout you have?
@justin
If Mr. Elliott, put the lists of all the hotels to get complained about, he’d never get a minutes break he’d be so busy listing, his better bet would be to put a list of hotels that didnt get complained about…. much much much much shorter…