Does she deserve a full refund for a hotel room she stayed in?


When the Glenmoriston Town House, in Inverness, Scotland, gave Andrea McEwen the keys to the wrong hotel room, her first thought wasn’t a full refund.

That came later — much later.

“The hotel was overbooked because of a wedding and we were given a room with a child’s twin bed,” she says. “The bed was less than a standard bed accommodation, having only a mattress over 2 X 4’s across a wrought iron frame. Clearly not the luxury accommodations outlined on the property website nor representative of the pictures, either.”

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Here’s how the property describes her room type:

King Club Double

Rising above our Comfort bedrooms are our Club rooms, with a generously-sized bedroom space and a compact seating area for private dining or work. The view from our Club rooms is a little sweeter than the one in our Comfort rooms.

The hotel’s management, she adds, seemed indifferent to her downgrade.

Over the next three days, she repeatedly asked the hotel to fix her room assignment. Finally, she asked the property to reduce her $908 bill by $400 after she checked out. The hotel didn’t answer her request.

Now she wants me to get involved in the case. I’m considering it.

McEwen didn’t take the Glenmoriston’s rejection lying down, even after leaving.

“When our initial communications to the hotel went unanswered, and we read similar reviews from others, we felt this was a deliberate attempt to defraud customers,” she says.

Did someone say “similar reviews”? Cue our good friends at TripAdvisor with a handful of unvetted reviews.

McEwen initiated a credit card dispute with her credit card, British Airways Chase Visa. Initially, her card agreed to fully refund the stay. But they always say that at the beginning. After the dispute process concluded, Chase sided with the hotel. After all, McEwen had stayed in the hotel.

“Chase provided no assistance despite my escalation with supervisors to the executive office,” she says. “The responses are evasive and elude to the fact that since we stayed at the hotel a refund is not provided. I’ve mentioned the Fair Credit Act, Breach of Contract and UDAP to Chase and Chase will not provide a response. It is almost as if the credit card company exonerates themselves regarding merchants abroad.”

How true. I’ve seen that time and again, particularly on international transactions. A card that promises to “protect” you when you’re on the road scurries for the exits at the first sign of trouble.

But here’s the problem: McEwen stayed at the Glenmoriston Town House, no question about it. She accepted the closet-size room and when she checked out, she settled her bill. For some credit card dispute departments, that’s an open-and-shut case.

But wait! Doesn’t the Fair Credit Billing Act (FCBA) protect you against charges for goods and services you didn’t accept or that weren’t delivered as agreed? Yep, it does.

Shouldn’t it apply to McEwen’s case? Possibly, although there are some jurisdictional issues — the hotel isn’t in the United States and beyond the 100 miles of her billing address, as required by the FCBA. No, this is one of those times when a credit card should side with you not because it’s required to, but because it’s the right thing.

And that’s not happening.

Here’s what I’m not getting. British Airways Chase Visa cost her $95 a year and allowed her to rack up lots of worthless “miles.” It intentionally made the card more attractive to international travelers by abstaining from charging a foreign transaction fee on currency exchanges (how generous!). But then, when someone like McEwen has a problem with a purchase made in the U.K., it slowly backs away.

If you ask me, she didn’t get her $95 worth of card.

So what’s next? Should I pursue Chase to the ends of the earth for a partial refund? Or should I tell McEwen hers is a lost cause and that she needs to find a new credit card?

Should I mediate Andrea McEwen's case?

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101 thoughts on “Does she deserve a full refund for a hotel room she stayed in?

  1. -“given a room with a child’s twin bed,” she says. “The bed was less than a standard bed accommodation, having only a mattress over 2 X 4’s across a wrought iron frame.”

    “Over the next three days, she repeatedly asked the hotel to fix her room assignment. Finally, she asked the property to reduce her $908 bill by $400.”

    Scotland is on my dream list. but i am remind of when i went to Ireland. AND when my uncle in-law went to san francisco.

    when my uncle went to sf. their room was too small. he is a wealthy union rep, traveling on his company’s dime so when he and his wife checked in to a small room he said “NO WAY!” and yelled until he got a new room. he never said if he had to pay for an upgrade or if it was free, but never even put his bags down until he got the room he wanted.

    but in contrast, when i went to Ireland, as a final trip before the air force med-discharged me for cancer (so this would be my last big European trip ever), me and my husband got a an attic-like room (the roof was slanted) with one bed and barely enough space to put down our luggage. (bed, toliet, tv, sink, shower- that was all,) we stayed anyway with no complaints.

    so stay OR argue- not both.

    1. Agree 100%. I’m not sure how one sleeps on a bed that’s 4 ft long. In any event, the correct response was should have been to refuse to accept the room and get alternative accommodations.

      I get suffering through for one night. Long trip, tired, takes time to find a new accommodations, especially if you’re not familiar with the area. But those excuses only work for day one.

      Should she get a partial refund. Yes. She received some benefit, but not the full benefit.

      As far as who to go after, I can;t think of a cost effective means besides keeping after Chase.

      1. The bed wasn’t 4′ long; it was a mattress put over slats made of the local equivalent of 2″x4″ lumber, instead of a spring foundation.

        (I will note that slats vs. a foundation is a pretty normal type of bed in Europe.)

        1. Interesting how things gets twisted around here.
          Didn’t know they had leprechaun sized beds over there.

        2. I agree, every time I have gone to Europe, twin beds have been the norm, and they seem slightly smaller than twin beds in the US. Although I question why the OP says twin beds are children’s beds. I know many adults that sleep in twin beds.

          1. Platform beds are not just Ikea beds. I don’t know where that idea came from. There are plenty of high end manufacturers of platform beds. It’s just considered more modern than traditional. I don’t recall a hotel with platform beds either but that doesn’t make them cheap.

      2. 2 by 4’s over a wrought iron frame would mean a bed at least 4 feet wide. (need caffeine, sorry) The supports are running from side to side, rather than from head to foot.

        Beds in the UK are much smaller than their US counterparts, see: http://en dot wikipedia dot org/wiki/Bed_size for a comparison between the two. Looks like she got a double/full sized bed. Not my idea of comfort, but you really have to know in advance what to expect when you go to the UK or to Ireland.

        1. Also 2X4 is the height and width, not the length. A standard 2×4 is 12′ long. I am sure the bed was smaller than 12′.

          1. Tony’s bed looks like my childhood bed, so I up voted his. My uncle made it for me by hand.

          2. I’m actually planning to build beds similar to that…but loft style. I would have upvoted Tony’s had it been something like you’d find in a college dorm.

          3. Just like yesterday’s story on who benefits from a discounted upgrade…both isn’t an option in our poll.

            Either that …or you can like them both, but you have to like one MORE.


        2. I agree…you need to know what to expect when you travel to another country. For example, in China, the beds can be a single mattress on the floor in the Chinese-based hotels; whereas, the beds in the US based-hotel chains (Marriott, Hyatt, etc.) are usually a box spring with a mattress.

          We went on a tour in China back in 2005 and the first hotel was a Chinese-based hotel with a single mattress pad…everyone was complaining. The tour guide said that was the standard and there were no hotels in China that had “western beds” with a box spring and a mattress. The next hotel on the tour was a Sheraton where it was the box-spring and mattress pads.

    2. What bothers me in the above post, and is nothing to do with the topic really, is the part “he is a wealthy union rep, traveling on his company’s dime”. I wonder if the employees he represents stay in fancy upgraded rooms on their company’s dime. And, wile yelling may be effective, it is not the way civilized people behave. Talk of entitled elite who think the world owes them!

      1. My aunt wasn’t wealthy but she was a pretty high-up union rep, and yes, she stayed in very nice hotels on the nice floors, for sure. A couple of times she took me out on the union’s dime.

  2. If the LW did not get the room type she booked she should receive the difference back between the cost of what she booked and the downgraded room she received.
    I have two questions though. How did she book the room–directly through the hotel, or did she pre-pay through an OTA or another method (If she pre-paid through at OTA could they not help get the difference back?) And the one that really has me scratching my head–She says WE were given a room with a child’s twin bed. How many people were in that room? If, as she implies, more than one person occupied the room with one twin bed then I would have my doubts as to the complete truthfulness of her complaint. (Put this down to years of evaluating student papers and teaching them to be precise in what they are saying.) Maybe the answer lies in what was not printed but her use of the word ‘we’ caused my usual skepticism to raise its ugly head.

  3. This reminds me of a story I already mentioned some time ago.

    Years ago my elderly parents bought a vacation package someone in southern America. Flight+hotel, the whole deal.

    When they got there, they were walked to a different hotel, because the travel agency bundler, that put together the package, overbooked.

    After they came back, weeks later, I initiated a chargeback dispute, and to make a long story short, they ended up with a free vacation.

    I don’t see how my story was substantially different from that one. Everything is exactly the same, except for the outcome. We made the same argument. Fair Credit Billing Act, etc… We did not get what we purchased, etc… We got the same exact responses — i.e., you did stay at the hotel, etc…

    We got some other excuses not mentioned here: how much was the price of the flight, versus the hotel stay, you did take the flight, as purchased (here’s our bill, it’s one package, it’s not itemized). In hindsight, it was merely an attempt to knock down at least one part of the chargeback, since they were seeing that we had a winning hand.

    It’s not directly stated so in this story, but I did get the impression that the vacationer communicated with their credit card company via phone calls, at least a good part of the time. Wrong move. We did everything in writing. We never talked to anyone. Paper trail is worth its weight in gold.

    Basically, the route we went is that after our credit card company did not initially side with us, rather than calling them and complaining, we took it a step up the ladder. Forget which federal bureaucracy regulated the credit card company; but we then sent an official complaint to them that the credit card company itself has violated the Federal Credit Billing Act.

    That got somebody’s attention.

    The bureaucrat initially tried to take the same tack with us as the credit card company — just to make the complaint go away — until I asked the bureaucrat, in writing again, which exact statute in the FCBA required the consumer to mitigate the damages, and/or entitled the consumer to a partial refund, only for, supposedly, the portion of the good/services bought that were delivered as promise? In our case, we had paper documentation that the entire vacation package was one bill, not itemized, together with the promotional literature, and a paper trail showing that we stayed at a different hotel. In the end, we got our money back.

    The key to winning this dispute:

    1. Perseverence.

    2. Everything must be in writing. No phone calls.

    3. Must have some kind of documentation that, basically, proves your story in writing. These vacationers need to have some kind of a documentation that showed that they stayed in a different class of a room that they bought. Even the folio, showing the room number, will probably work.

    4. Do not take no for answer. Escalate to the feds. Stress that this is purely a FCBA complaint.

    1. I really think that a big difference lies in the fact that your story happened “years ago.” Even though you had to argue your parents’ case, I think companies gave in more easily then. Today, companies, who barely get slaps on the wrist when they are fined, just aren’t afraid to repeat the same old offenses and aren’t afraid of the agencies to which they are reported. So they just don’t give in to the right customer service. I remember when students were shaking in their boots when they had to go to the principle’s office. Nowadays, it’s time off from class.

  4. I voted “No.” Quite simply, its a fight Chris can’t win. She already threatened Visa Chase with legal action so that’s a dead end. They aren’t going to talk to a member of the media. Glemoriston could care less about what American media personality has to say. The odds are they won’t even respond to him. There’s no reason to. They have their money.

    Chris … I disagree with you on the whole VISA thing. Her best bet was to leave and contest the charge. In that case, she wins this hands down. Instead, she accepted and used the substandard goods. The hotel’s argument is going to be that they offered and she accepted an alternative room or possibly that she was given a room in that category. I highly doubt that two people (notice she said “we” were given a room) slept in a twin bed for 4 nights. Its more likely she had a double. Finally, her description of the room never contradicts the description for the club room. There may have been more in her description to you but there’s nothing here.

    Here’s the description of the comfort rooms from their website :

    Our entry level bedroom, Townhouse Comfort Rooms may be our most compact and snug but are certainly not short of style and luxury, all are fully equipped with complimentary WiFi and bottled water. Attentively styled, Townhouse Comfort Rooms include double, twin or single size beds, Egyptian cotton bed linen and a desk and easy chair for relaxing. Alongside the comfortable interiors, the well considered facilities including specialty teas and coffee, and wall mounted LCD screen, create a perfect away from home short stay hotel room. From 22 square metres.

    There’s nothing in the description of the Club room that mentions a larger bed. In fact, you have to upgrade to Deluxe River View rooms to get anything larger than a double.

    Sorry Chris… everything I can find points to her getting what she reserved.

    1. Unless she was given a unique Priceline special room, it looks like she got a one step downgrade. She needs to get that room rate differential refunded.

      1. @TonyA_says:disqus What are you basing the downgrade on? I looked and you can’t book Kings in club rooms only doubles. They don’t even list kings as available. Which brings up the quote that she sent Chris….

        Based on her description, how can you know they were downgraded?

          1. Where do you see that? I see that she ended up in a double bed… I also see by looking at their website that both Comfort and Club rooms have double not king beds. Only deluxe river view rooms have king beds. The only difference between Comfort and Club seems to be size and view. Neither of which she complains about.

          2. The KING bed only goes with a deluxe room not a club room.
            I assume she booked a club level rate unless someone deceived her.

            Nevertheless, the difference between a deluxe room and a club room is about $69 a night. 3 nights is less than $210 assuming she actually paid for a deluxe room.

          3. The description that Chris shows is for the Club not Deluxe rooms but only deluxe rooms come with kings. Something doesn’t pass the sniff test.

          4. Only discrepancy I see on their website is the main overview of rooms says that both Comfort and Club are double beds, but the Comfort page mentions double, twin or single as options. So, she possibly could have ended up with smaller than a double bed.

          5. I think that’s exactly what happened. They gave away her CLUB level double bed room to the wedding participants.

          6. In room type, yes – but NOT in bedding. So she would have probably whined if she did get the right room. Depending on how this was booked, she should get the difference back.

    1. She should have … but depending on the time of year (a wedding? likely summer) Inverness is not known for its hotel capacity, so there may not have been other options there.

      I’ve been in a similar situation — overbooked in Sothwold, England, and walked to Ipswich — an hour away.

      1. Plus, who knows what her daily plans are. It’s easy enough to say, “She should have left,” but not always so easy to make that a reality when you’re on vacation. This happened to us recently while we were on vacation. We were able to work it out only losing a few hours of time in our situation, but often alternative hotels are already booked (or prohibitively expensive for last minute reservations), and plans for the day are already made. It’s not so easy or desirable to waste time on vacation fighting for what was promised to you or changing locations.

        And, I think people expect their hosts to step up and do what is right eventually without having to put up a fight and waste precious vacation time. I think that most travelers aren’t as cynical as regular readers of this blog become. 😉

        1. Generally, most problems with merchants occur away from home where people are vulnerable. It’s hard to argue when you’re effectively homeless.

          I’ve read about this scenario on Elliott before where hotels decide that there’s more money to be made from group bookings (such as wedding, conventions, or sports events) and they kick out the cheaper reservations on the streets or shove them into closets. In addition, and I hate to go there but I can’t resist, I wonder if a local wedding got precedent over a bunch of out of towners (or foreigners) who are unlikely to visit again.

          All that said, if this had happened to me, I would have negotiated the price down on the spot and left after the first night. If I got stuck with the huge bill for a substandard room, I’d be on tripadvisor pummeling them.

          This is why GOOD reviews are so important, FYI. Nearly all of my tripadvisor reviews are positive and praise the places I’ve gone so when I write a negative review, it sticks. If someone looks at me and wonders if I’m a negative nancy, the can check and see that’s not the case.

        2. I really like your comment. You are right. Usually you get to your hotel believing it will be your home for the night. Not getting anything near your expectation is quite stressful. It is not easy to simply walk out and look for another hotel.

          I believe hotels should deliver what they promise. Or else they are not in the HOSPITALITY business.

  5. Seems like a fair case to pursue. Told you’re receiving one thing and then you’re given another… bait and switch?

  6. I’d try to get more clarification. Is she using the term “Twin” to dignify a single bed? I have heard many people refer to two singles side by side as a twin. The use of ‘we” makes me wonder.

    I’ve also heard of two twins pushed together as a “king”.

  7. allude not elude…but, that aside, i would have made more of a stink when there and refused to pay the bill in full, but only for the amount normally charged for the lesser accommodations.

  8. Ludicrous demand!
    Even during peak season the rate differential between Club and Comfort levels is only 10 GBP. So for 3 days we’re talking 30 GBP or about $50.

      1. Yeah. King Club Double (as she wrote down) is a double bed.
        Not sure what King Club means though But definitely that does not mean you get a king sized bed. To get a king bed you need to pay the Deluxe rate.

          1. With a room that small, I’d pay for the better view 🙂
            At least I get to see the river.

  9. I’m confused. Why did she accept the sub-standard room? What did the hotel offer as compensation for their overbooking situation? Did they attempt to “walk” her and she refused?

    Something smell off here and we need more details.

    1. I agree…I don’t think that we have the whole story…as Chris wrote below, there will be a follow-up to this story that will hopefully explain everything.

  10. I voted “no”. Once she learned she would be stuck with an inferior room, the nightly rate should have been clarified/re-negotiated then. The second best time would have been upon check-out.

  11. I voted no today. Beds are much smaller in Europe, and unless staying at an American hotel the local hotels all seem to have twin beds, only slightly smaller than American twin beds. What she described sounds normal. I checked out the hotel and its a small 30 room boutique in an old building. It actually looks wonderful, if she had done some research first she would know more about the size differences. Even large European hotel rooms are tiny by American standards.

    The OP says she repeatedly asked for a new room, but she never says what the hotel told her? They must have said something, what was it?

    1. I have a feeling she was expecting an American sized room and bed and she was just disgusted with what she saw there. The rooms are quite tiny
      Comfort 16 sqmt = 172 sqft
      Club 20 sqmt = 215 sqft
      The average room size in the US is about 325+ square feet.

      Then the bed itself. Maybe she was expecting a true American size queen mattress with a box spring. But she got European double on top of a wooden slatted frame.

      If found a TripAdvisor (UK) customer pic of the beds. I don’t really think they are that bad. But if one goes to Europe with American expectations, they sure would get disappointed.

      1. I just noticed the two feet in the middle, it’s two twins pushed together. That’s what we always got when we booked full beds in Europe.

        1. Hmmm, how does this hotel sell itself a wedding specialist?
          I think those beds can be dangerous, unless the mattress is one piece. I sure hope no one literally falls between the cracks 🙂

          1. In our case it was always two mattresses too, but one sheet stretched over both. It is easy to start to fall into the abyss.

          2. But what if the LW was expecting this kind of bed they have in their pictures? It seems to have a box spring and a fluffy mattress.
            I will be very unhappy if I was planning a romantic getaway and was given an Ikea bed.
            So know we probably know it WAS REALLY the bed she was complaining about

          3. I only see that picture on the website under the “Deluxe” the highest room category. If she was expecting that, she was looking at the wrong room type. The “Club” and “Comfort” dont show that bed, but show a portion of a bed similar to your first picture and specify, “All beds are Double within the Townhouse Comfort and Club category whilst our Townhouse Deluxe River View boast King size beds”.

            I wish the OP took a picture of the bed. However it sounds to me like she was downgraded from a “Club” room to a “Comfort” room, and I do believe she is due a refund of the difference. However, both of those room categories contain Double beds, so she would have gotten the same bed either way. I think she is barking up the wrong tree, if she made a case for the change in category and asked for a refund of the difference, she might have gotten it. I am guessing the hotel is so fed up with her that they are ignoring her complaints.

          4. The Deluxe category has a King Size Bed and a view of the river (front of hotel). The Club has “double” beds (and no awesome views). The Comfort is tinier than the Club but also has double sized beds.

            I found this pic from Trip Advisor UK (taken by a guest).
            It does not look like the hotel’s own pics for a Deluxe Room so I suspect it is a Club Room. Look at the bed …

          5. I honestly don’t see anything wrong with it. The hotel gives room sizes, and they are all very small, and they disclose that they are all double beds.

          6. Oh btw, look at the pic I posted above with the 3 different prices.
            The pic came from the hotel’s online booking site.
            The bed shown for the club level, GBP 190/night, is a much nicer bed (the one with bed posts).
            Now at the comfort level – definitely an ikea bed.

            Whether her desires are unrealistic is another story.
            But I think we are beginning to understand what we are dealing with here. Unmet expectations.

          7. There was also a difference in the size of the room, not just the bed. And that is the picture of the room that she supposedly booked – and she got the top picture instead.

          8. That happened to me in Florence. My King Bed was really two twin pushed together. In the middle of the night I had a sinking feeling. Turns out it was me. The beds were on wheels and in the night they two beds had started to come apart. What a weird feeling to be falling down in slow motions.

  12. Carver’s right. Stay one night because you’re exhausted from travel. Try to sleep and get cleaned up in the morning. Find another hotel. Dispute the room rate at the front desk before you check out. Agree on a rate for the one night in an unacceptable room. Get it in writing. You can’t stay the full three days and expect any “justice”.

  13. The miles awarded on the card may not be worthless to the LW. She might fly places that BA goes quite often and be able to use them for those flights or might choose to use the miles for other purposes that result in a positive benefit. If she charges more than $3000 yearly on the card in places that Chase would normally apply a foreign exchange fee (which is 3% of the transaction amount) she recovers the cost of the annual fee. Trying to make the benefits offered by this card appear worthless because you wouldn’t benefit from them is off point.

    Even with Chase siding with the hotel instead of the LW I don’t feel she needs to drop the card and get a different one. The LW should have at least looked for a different hotel, which she does not indicate she did, instead of staying with the room she received if it was that unacceptable. Or camped in the lobby until the room she expected was provided.

    I was just in Inverness and the hotels there are all old and have small rooms. It is part of the “charm.” The room I had at the hotel was extremely tight. The bathroom was actually larger than the bedroom. The hotel called it “Business man’s suite.” Hah! If this room was offered anywhere in the US, no one would take it. But that is Europe.

    1. Oh Avios. If you like paying hundreds of dollars in taxes and carrier fees on award tickets, this is the card for you 🙂

  14. Maybe this is what the OP was expecting? This has to be the largest standard hotel room I have ever been in.
    Behind me is a wet bar and behind that is the closet. They could have
    fit two normal hotel rooms in this single room and it would be bigger
    than the OPs room. I joked that I could throw a javelin down this room it was so long.

    This was at the Breckenridge Double Tree if anyone wants a hotel with HUGE rooms!

  15. Sounds like she (a) had unrealistic expectations of European room and bed sizes and (b) should have complained within minutes of check-in or at the very latest when checking out. Her expectations are way unreasonable.

  16. I think she should have started raising a stink the moment she saw her room, before even sleeping in it. She should have left the next morning while escalating her concerns up the management ladder. But to stay 3 nights and then complain just isn’t kosher in my book.

  17. Not sure why the negative comments on the BA card, as that doesn’t play into what she was requesting of you. I pay $95 a year for one of my cards and nothing for the rest of them. The benefits I get for $95 more that pays for that cost. I am not clear if she is from the US or not and if her card is a US issued one.
    I am also not clear on the rate she was expecting to pay, to know if what they hotel charged her for was reduced to the rate for the lower category room or she was charged at the other room rate.

  18. This remind me of the time that I went to the Hertz or Budget rental counter (it was a franchisee location not a corporate location) at the Tri-Cities Airport. I had a reservation for a full-size car and they were out. The person gave me a key to an intermediate-size car and told me that was my car. I told her that this isn’t a full-size car and she didn’t reduce the rate. She told me that they were out and I could upgrade to a premium-size car for an additional fee. I told her that I will take the premium-size car for the same rate or give me a full size car per our corporate agreement with them. I ended up with a premium-size car for the rate of a full-size car.

    The point is NOT to accept a different offering (a different room type; a different rental car class; etc.) than you what reserve UNLESS the travel provider is reducing the price to your satisfaction or put a refundcompensationetc. in writing to you (or record a video of the conversation with your iPhone or etc); or etc. Once you take ‘possession’ without having agreed to the ‘compensation’ for the different offering, it is hard to ‘collect’.

  19. One question that I have is “has the OP ever been to Europe before?” As it has been posted in other comments, hotel rooms in Europe are usually smaller than US-based hotel rooms. I can still remember our room in Paris where we had to move our luggage in order to walk around the bed.

    After returning from spending 30 days in Europe, I went on a business trip to Oregon the first week back where I was upgraded to a two-room suite at a Hampton Inn…that room felt like a football field compared to most of the European hotel rooms that we stayed at in the previous month.

    My suggestions to travelers that are going to a foreign country is to check out the ‘hotel standards’ (the size of the room; is there AC…a lot of European hotels do not have AC; etc) of the country that you will be visiting BEFORE you book, etc. There are tons of websites where you can find this information; you can speak with a brick & mortar travel agent, etc.

  20. We had a guest who stayed at our hotel recently who after she left disputed her room charge with American Express because told her the room had a balcony but instead it had a patio. We offered her an upgrade to our nicest room (which did have a balcony) but she refused, preferring to stay in her original room. She obviously did this so she could dispute the charge and pay nothing, which is exactly what happened. The person at Amex I talked with said that they see that ALL THE TIME, especially by people who book through OTAs. Seems there are a lot of very dishonest people out there.

  21. If you go after this, go after the credit card company, not the hotel. She didn’t get what was agreed to, but she accepted the accommodations.

  22. I guess my first question is why didn’t she change hotels? It seems like the room was terrible. There are lots of places to stay in Inverness.

  23. Now that we know who this person really is (aka @TheFOODESCORT), I’d say she deserves nothing. Well, nothing but a “well aren’t YOU a sweetie?” retort! Talk about the ultimate “entitled” attitude…YOWZA!

  24. I voted for you to mediate, but NOT for a full refund for the difference in what she paid for vs. what she got. As others have said, she should have asked to be moved to another hotel the second day if the room was that terrible. But she stayed so she only should receive the difference back in the room accommodations. Perhaps her credit card company would have sided with her if she didn’t expect a full refund.

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