Liz Egland thinks she has a reservation at a Holiday Inn. But she’s wrong. The hotel has canceled her reservation and wants her to pay more than double to get it back. Is it allowed to do that?
Question: I made a reservation at the Comfort Inn in Troutdale, Ore., this fall, and received a confirmation number. At that time I was told that the hotel was in the process of being sold and would become a Holiday Inn Express and the reservation would be honored.
Last month, I got a call from the Comfort Inn that the sale had gone through and to contact the Holiday Inn Express Troutdale directly to verify my existing reservation. When I made this call, they indicated they no longer had a reservation for me, so they will not be honoring the contract I had with the Comfort Inn. Read more “They renamed the hotel and canceled my reservation”
Question: I recently had an unpleasant experience with a Holiday Inn that became a Wyndham property in Boca Raton, Fla. I was hoping you could help me sort things out.
I booked a refundable room for my son at the hotel. I had the choice between prepaying a lower nonrefundable rate or a higher, refundable rate. I chose the refundable rate because I wanted to be flexible.
I assumed the hotel would charge my credit card at the end of my son’s stay. But somewhere between the time I made the reservation and the time my son checked in, the Holiday Inn converted to a Wyndham, and my credit card was charged the full $753. From my perspective, the hotel had changed the terms of its reservation by charging the cost of the full visit in advance without informing me.
I disputed the charge with American Express and they sided with the innkeeper because my son had approved the rate we originally agreed to. I don’t think I was treated right. What do you think? — Harvey Kaplan, Boca Raton, Fla.
Answer: I think if you prepaid for your hotel stay, you should have been offered a prepaid rate, which is less expensive than the price you paid for your fully refundable room.