I checked into a “luxury” hotel yesterday and immediately ran into issues.
I have a name similar to another guest, and the staff mistakenly checked me into their room even though I repeatedly raised concerns that the details they were verifying didn’t match mine. When they printed a document for me to sign, I noticed the other guest’s name and address on it.
I told them multiple times I wanted to ensure everything was corrected. I was also presented with charges/holds including about $500 in incidentals and another charge around $800–$880. I went back to the front desk to request a copy of what I signed, which showed a different deposit amount noted.
Later, I questioned why a Mastercard was listed when I only use a Visa, and was told it was linked to my company points though I’m not fully convinced that was handled correctly.
At one point I was told the larger charge was just a temporary hold, but there was no clear explanation and no apology. When I spoke to a different staff member later, they confirmed my card had been associated with the wrong guest’s room.
Eventually, things were corrected after escalation, but the communication and handling felt dismissive and stressful given the amount of money involved. I booked this stay using points, so it was especially frustrating.
My question is: in situations like this, is it appropriate to ask for some form of compensation (points, credit, upgrade, etc.)? If so, what’s the best way to approach it without escalating unnecessarily?
0