NeoPatrick

Wow!

Quite a jump from "A glich has never cancelled any reservation for ME. . .

to -- " mistakes of this sort don't happen."

I bet there are millions of people out there who would say that mistakes of this sort DO happen.

I once arrived at Furniture market at High Point with a reserved and fully PREPAID car with Hertz to be told they had overbooked and there were no cars. Say what you like, and they made apologies and helped me with other arrangements, but the bottom line is that no call to corporate could pull a car out of thin air. Mistakes DO happen with the best of corporations. Some are lucky, and I consider myself one of those. But sorry, it is simply naive to suggest that such mistakes DON'T happen. How they take care of the mistake becomes the issue and I think that's what this post is really about. We seem to have various opinons on what they should do about it and when to "let go". But to sit back and insist the mistake didn't happen or shouldn't happen really doesn't solve any problem -- now does it?

sf7307

There is a huge difference between overbooking cars and overbooking with confirmed credit-card held reservations at a hotel. The business model is different -- if you reserve a car and you don't show up, you don't pay. Don't show up for your confirmed hotel reservation - your credit card gets charged.

NeoPatrick

sf7307, I'm sorry, I guess you didn't read my post that you are responding to. During furniture market at High Point, all cars had to be PAID in full in advance. It's how they do it unlike the entire rest of the year. They even bring in thousands of extra cars to rent that way. My reservation was not only confirmed, but it was already paid in full with my credit card. That's why I made the point of saying in my post it was PREPAID. I thought "shouting" that word would make it clearer, but I guess it was still missed.

You are right there is a huge difference between my car example and the OP's hotel example. I would think most would agree that the overbooking is even worse when they have already fully charged your credit card (in my case something like $500). And I think most would agree that it is better when you find out two months ahead of time that they can't honor the reservation, instead of when you're standing at the desk with nothing available from anyone else within a hundred miles. That was our case.

sf7307

NP, you're right that I mis-read your post. But there's still a big difference between car rentals and hotel rooms. With car rentals, they can't be sure the cars will be returned on time/as planned, even if the next person HAS prepaid. With room rentals, well, the room is there -- if they had shown up and the people occupying the room before them had failed to vacate, I would understand the problem, but this is different. This is the hotel blaming a computer "glitch", which I believe, is so incredibly rare as to be laughable.

NeoPatrick

Well, I think we all know here that "computer glitch" is strictly a commonly used expression for human error. Surely no one here is to take seriously any such comment as not really meaning "someone entered something wrong" or "someone failed to check properly"?

The point is -- a mistake is a mistake. Insisting that you MUST have in writing WHOSE fault the mistake was accomplishes what specifically?

But let me get this straight, sf. You're saying that if the hotel called you two months ahead and said there had been an error and there were no rooms after all -- you'd be furious. But if you arrived and were told there was no room (because someone failed to leave) then you'd "understand"? That shows how different we all are. I'd MUCH prefer the first scenario to the second.

sf7307

No, I guess I'm really not saying that at all. I just see the difference (in my head, if not my heart!). And the rest of it - insisting on someone taking responsibility, and IN WRITING, is just silly and won't get the OP anywhere. I just hate when people don't own up to mistakes -- if it were human error, then, d**n it, say so!

crckwc1

I must reply once again. NeoPatrick and sf7307, I requested from the local manager, and got, a written confirmation with a cancellation number and a name at the bottom of the letter. Why was this important to me? Because my credit card was on file and could have been charged for the room which was cancelled. IMO, a system as faulty as this one could possibly have done such. Without a written cancellation we would have had little proof to deny credit card charges. A cancellation number entered into a faulty system is questionable, IMO. This way, I have written proof of valid cancellation. I don't understand why this is so hard to comprehend.

crckwc1

add to above:
I didn't especially need to have it spelled out that it was the FAULT of the company, but I did want it stated that the company did the cancelling, not I.

In his email, the manager stated concisely that it was "due to computer problems" on opening day.

NeoPatrick

"This way, I have written proof of valid cancellation. I don't understand why this is so hard to comprehend."

Sorry. I guess this statement in your original post is what I didn't get:

"They offered to give me a cancellation number, but I want a statement that the cancellation was due to their error."

I guess I've learned something new here. If you have a cancellation number from a company it won't work unless it is accompanied by a written statement that says they canceled the reservation and not you? Even if you were falsely billed, I always thought providing them with a cancellation number would take care of that. NO?

crckwc1

Neo -- this is getting tedious. I shall try to explain again: Their reservation system issued me a confirmation NUMBER which they could not honor because their system malfunctioned (their explanation). If the same system issues me a cancellation NUMBER, why would I trust that number any more than the first one? Apparently you would have no problem with that. I do.

I also wanted a statement as to WHY the booking was cancelled. There again, I didn't trust their broken system to cancel me without a cancellation penalty (remember, they had my credit card number). The issue is trust. I didn't trust any part of their computerized reservation system so I requested a letter of cancellation. Apparently, the local manager didn't have a problem with that because, to his credit, he emailed me within 15 minutes of my request. Why do you have a problem with this?

starrs

Because a cancellation number is a cancellation number?

starrs

Sorry -
"If the same system issues me a cancellation NUMBER, why would I trust that number any more than the first one? "

Because a cancellation number is a cancellation number?
That's all you'd need to dispute it with your CC - IF there were any charges to dispute. Moot point anyway since the cancellation was done by the hotel.

NeoPatrick

As I said, you learn something new here every day. I always thought if you had a cancellation number from a hotel that your credit card company would accept that and honor it, or for that matter that the hotel would. I have never, ever heard of requiring a statement of who canceled the reservation as well as the cancellation number being needed for reimbursement in the odd chance that they went ahead and billed you. As starrs says, "because a cancellation number is a cancellation number"? But if you say so. . .

Brian_in_Charlotte

While I agree that the cancellation number should have been sufficient, I think the OP wanted the cancellation in writing because the reservation system was still showing her having an active reservation even after she was told that it had been cancelled. Thus the distrust for the cancellation number.

So while it was probably overkill, I would think that she'd have a stronger case with her credit card company with the cancellation letter in the unlikely event she'd have to contest the charges.

crckwc1

Thank you Brian. While I'm not seeking agreement on this issue, I did strive to explain my point and I think you got it.

starrs, "because a cancellation number is a cancellation number" ONLY if it is entered properly into a properly working system. This system wasn't working and/or the computer operator wasn't doing his/her job. That number could have vanished just like the reservation did.

topher0805

In reading all of these postings, what I don't understand is that one incident does not make a trend. To cast such a negative light on the Country Inn & Suites hotels isn't fair to them as this is, from all accounts, a one time, isolated incident. If more people had posted about the similar issue at other properties, I maybe could get on board with the sentiments but as the current situation stands, I just can't agree with the hatred toward the hotel chain. I've always been very happy with the Country Inn hotel I've stayed at.

crckwc1

It may be a "one-time, isolated incident" but I assure you that dozens of people were affected. There are postings on tripadvisor.com relating this, and I personally know of another party who was bumped. Actually I don't "hate" Country Inn and Suites. The ones I've stayed in previously were fine. I just won't trust their reservation system in the future.

starrs

"starrs, "because a cancellation number is a cancellation number" ONLY if it is entered properly into a properly working system. "

Oh Lord have mercy. Now you are being ridiculous.

It's fine that you wanted the extra "protection" or attention or whatever it is you wanted. The manager has given you the written notice you requested. Great.

But, don't be ridiculous. A cancellation number generated by the system - faulty or not - would be sufficient if there was ever needed to dispute with your credit card number.

My theory at the beginning was that you needed to vent - and evidently you did. Your tone is much calmer days later - and that's a good thing. Don't ever stay at CI&S again. That will make you feel better, I'm sure.

But, "a cancellation number is a cancellation number" ONLY if it is entered properly into a properly working system" is just ridiculous.

happytrailstoyou

This hairsplitting exercise wouldn't be easy for those who have lost some of their marbles.

travelbug44

A cancellation number is a cancellation number ~ is that the same thing as a confirmation number is a confirmation number?


One didn't work why would she think the other would??