Have a travel related question? Post it here, and I’ll do my best to answer it as quickly as possible.
While anyone can comment on regular blog post, registration is required in order to post a question in this space. Creating your account is free, and you'll be able to see when your question is answered, as well as like comments from other users. And of course, you'll earn status points for offering helpful answers!
This space is intended to be more of a community as well, so please jump in and share tips!
St Regis Aspen — Cancellation Policy Defeated!
I’m excited to report that I recently won a credit card dispute with one of the most notorious hotels out there for crappy cancellation policies, the St. Regis Aspen.
To make a long story short:
[*]I booked a 2-night stay in September 2019 using points.
[*]They had a 30-day cancellation policy in effect and I booked inside of the 30-day window, around mid-August.
[*]I subsequently cancelled the stay and shifted to another Marriott property closer to Denver; my points were immediately refunded.
[*]I was charged $2,000 by the St. Regis roughly 24 hours after my subsequently cancelled reservation was supposed to start.
[*]I immediately called Marriott who agreed to contact the hotel and “open up a ticket”. I ended up going through this roughly three times with Marriott, each time opening up a new ticket and not having anything come of it.
[*]A few days after the $2k charge hit I opened up a dispute with Citi (I paid with my Citi Prestige card).
[*]As part of the dispute process, the only evidence of their cancellation policy the hotel submitted to Citi was a post-booking email that was sent from the concierge to me — only, [B]they misspelled my email address and I never got the email[/B].
[*]The dispute was originally decided in favor of the St. Regis, but I responded pointing out the above fact and the dispute was reopened in mid-November. The hotel did not submit anything additional to Citi and the dispute was closed in my favor on 12/31.
That the hotel’s sole proof of providing me the cancellation policy came in the form of an email sent to the wrong email address was certainly a helpful fact that will be the exception rather than the rule. Nevertheless, a useful data point for the many others that find themselves in a similar situation with this hotel or others like it. It is particularly interesting to me what they submitted as proof of their cancellation policy — nothing from their own systems, only a simple email.