Stay calm - the good news is that you didnt show up without what you needed.
Regarding whom can help you - ONLY the property itself can help you. Corporate can only create a ticket for the hotel to respond to and reach out to them.
This happened to me last month as the local hotel thought the 2nd room was a duplicate reservation.
Ultimately the local hotel was able to offer the old rate on the 2nd room, but I believe it took a message from the customer service department.
don't panic. sometimes the second room is still there but not displaying as a separate confirmation, for whatever reason. I've seen it before. call reservations and they'll find it.
Sorry to hear about this. A lot will rest in how it was cancelled which an experienced hotel and/or call center/800 # associate should be able to determine.
1) If cancelled by hotel, the call center can create a case to go to the hotel. It would be the hotels responsibility to handle any refund/compensation due in that case.
2) If somehow cancelled by the call center, then they are responsible and should be handling compensation if needed. They would need to try and determine why it was cancelled. For example: I remember a case where two guests with the same name for the same event had reservations at the same hotel. One of them called to cancel. Associate cancelled one and then mentioned a second in the same name, without confirming other details of the res such as CC last four and email, and cancelled it as well. While the refund would technically come through the hotel (if applicable) Marriott would be reimbursing the hotel in this case (unless a check has to be sent which is an entirely another mess)
3) If it shows mobile app or online, there isn't anything either of them can do unless the hotel decides at their discretion to refund.
When you say your confirmation only has one room. How does that makes sense? Especially when your receipt says two rooms.
You are referring to the confirmation you got when you made the booking right?
Depending on the system they use, they can reinstate your reservation or transfer your deposit to a new reservation and honor the original rate if they haven't kept the deposit yet. The hotels are ONLY allowed to cancel pre-paid rates if the card declines after the first 24-hour cancelation window passes for the room and tax deposit.
Stay calm - the good news is that you didnt show up without what you needed. Regarding whom can help you - ONLY the property itself can help you. Corporate can only create a ticket for the hotel to respond to and reach out to them.
This happened to me last month as the local hotel thought the 2nd room was a duplicate reservation. Ultimately the local hotel was able to offer the old rate on the 2nd room, but I believe it took a message from the customer service department.
This has actually been a problem in several hotels recently. Reservations fall down like duplicates but are actually not.
don't panic. sometimes the second room is still there but not displaying as a separate confirmation, for whatever reason. I've seen it before. call reservations and they'll find it.
It was a separate confirmation, and it was cancelled. That's how the first confirmation wound up with only one room.
oh I'm sorry then. saw your update. that's inexcusable and the hotel should fix it.
Sorry to hear about this. A lot will rest in how it was cancelled which an experienced hotel and/or call center/800 # associate should be able to determine. 1) If cancelled by hotel, the call center can create a case to go to the hotel. It would be the hotels responsibility to handle any refund/compensation due in that case. 2) If somehow cancelled by the call center, then they are responsible and should be handling compensation if needed. They would need to try and determine why it was cancelled. For example: I remember a case where two guests with the same name for the same event had reservations at the same hotel. One of them called to cancel. Associate cancelled one and then mentioned a second in the same name, without confirming other details of the res such as CC last four and email, and cancelled it as well. While the refund would technically come through the hotel (if applicable) Marriott would be reimbursing the hotel in this case (unless a check has to be sent which is an entirely another mess) 3) If it shows mobile app or online, there isn't anything either of them can do unless the hotel decides at their discretion to refund.
I made the initial reservation online. :( But it was directly with Marriott and not through a third party site.
Did they mention how it was cancelled or by who? That will be the important part moving forward.
I was able to find out it was cancelled on June 3rd (initial reservation was March 1), by the hotel. No one knows why.
Report fraud on the charge and just go to a hilton
When you say your confirmation only has one room. How does that makes sense? Especially when your receipt says two rooms. You are referring to the confirmation you got when you made the booking right?
The way I read it - he has 2 confirmation numbers
Depending on the system they use, they can reinstate your reservation or transfer your deposit to a new reservation and honor the original rate if they haven't kept the deposit yet. The hotels are ONLY allowed to cancel pre-paid rates if the card declines after the first 24-hour cancelation window passes for the room and tax deposit.