Questions and Answers

I checked-out today from a stay at the Palazzo Versace in the Gold Coast, Australia, which I booked through Amex’s Fine Hotels & Resorts to get the benefits of doing so… it seems however, the hotel is not honoring the advertised benefits… Has anyone run into this with FHR bookings before?

When I checked in, I was told the late check-out was based on availability and not guaranteed (despite FHR guaranteeing a 4pm check-out and the Palazzo Versace’s welcome letter stating it was guaranteed). I was told to check back in the morning to make sure a late check-out was available. What’s even more strange about this is based on the number of rooms at the resort and how many people I saw, I don’t think the hotel could have possibly been more than 1/3 booked, so even if a late-check out were based on availability, why not just assure me I had it right away? I ended up checking-out around 3:30pm after all, though first having to check with the front desk in the morning whether or not I could have a late check-out.

Second, this hotel’s “unique property amenity” is a US$100 credit for food and beverage. When I checked in, I was told I had a $100 credit, and when I asked if that was US$ as the welcome letter didn’t specify, was told it was AU$100. I told them I thought it was US$100 (because it is), and was told no, because they can’t give a credit in US$ since the bill is in AU$. I know this is not true as I’ve also booked stays at the Four Seasons Sydney and The Langham Sydney though FHR during my trip, and both credited me ~AU$131 during my stays, which works out to be US$100.

Should I notify Amex of this? If they’re not honoring the benefits with me, they’re probably not honoring them with anyone else, either. I guess I should have showed them the Amex website that states US$100, but they were pretty insistent and felt I should complain to Amex Travel rather than the hotel.

That is obnoxious!! I would [B]definitely[/B] notify Amex, and I would probably have asked for the contact info for the revenue manager while I was at the hotel.

If the credit is US$100, they could have made the credit for AU$131 with no issue. I’ve had hotels in Europe give me a credit for €80-90 instead, so it doesn’t seem like rocket science.

I believe for bookings made via FHR, the hotel is supposed to provide a letter of sorts that welcomes you as an AMEX FHR guest and further confirms all the benefits of booking such a rate – 4pm checkout, availability based upgrade, unique property benefit, etc. The letter I got from Rosewood Abu Dhabi had all these in a bold, bullet pointed list. At checkout, my US$100 food credit was converted to AED and applied to the bill

Also, the email confirmation you get also lists the benefits – were you able to retrieve the email and show the front desk?