Kayla K
15 juli 2024
In June, I made two different reservations for the Westin Galleria due to conventions in the spring of 2025. When I originally booked via phone the lady making my reservation assured me that my credit card would not be charged, but they take my card number to place a hold. That's standard as I travel often. I almost chose to wait to make my reservation as I wanted to research other nearby hotels, but was told I could always cancel my reservation until 72 hours prior to my check in date. Upon checking my card, I noticed two charges for roughly $250 each. I called and spoke with Marcia at team support. She said there is a deposit, so I asked to cancel my reservations. She apologized for the miscommunication when I booked my reservation and said a refund would be issued. I asked to get that in an email and she said she wasn't able to, but if there are any problems to call back and let them know that Sarah has confirmed the refund. A week later and still no refund. I called and left a voicemail with their accounting department. Brandon responded with this, "I did look into your reservation, and it looks to be that these reservations were cancelled through Marriott’s Central reservations team and not with the hotel. I do apologize if any information was miscommunicated on their end, but the reservations are listed as nonrefundable as listed on the booking site." I never booked on a booking site. I booked via phone with one of their sales staff. This is also the same number I called to cancel and was transferred to the "right department." Nowhere on my reservation confirmation does it state a non refundable deposit. Brandon is the Service Express Manager and it is inexcusable for him to say his team miscommunicated, but won't fix their mistake. The custom service I have received has not met the standards I would expect from a Marriott hotel.
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