The writer is disputing the additional room charge and applicable fees of $83.00 for the following reasons:
July 4, 2009 The writer registered a guest into the Courtyard Marriott, Fort Lauderdale Airport/Cruise Port with their Credit Card Authorization Form, copy attached, accompanied with a copy of her HSBC Mastercard and Florida driver’s license submitted by facsimile at their request for two nights.
July 6, 2009 The writer collected the guest to travel to Fort Lauderdale/Hollywood International Airport to embark on his 6:30 a.m. flight to JFK, New York.
July 8, 2009 The writer discovered the discrepancy on HSBC’s credit card. She immediately called and spoke with Nicole, Courtyard Marriott, who informed the writer that the manager of the hotel was not available. Nicole informed the writer that Brenda, the manager, will be in the office the following morning.
In the meantime, the writer called HSBC and spoke with Trisha, Billing Dispute Department, who kindly informed the writer that the amount in question was not yet posted to the account; thus, she informed the writer of the procedures involved to dispute the charge in question.
July 9, 2009 Spoke with Brenda, hotel manager, who alleged to the writer that the guest checked out of the hotel after 11:00 a.m., adamantly claimed that he left a note stating that he will return, and that he left a pair of shoes in the room and for that reason, was billed an extra night.
The writer spoke with Nicole, HSBC, who transferred the writer to Joseph, HSBC manager, regarding the overcharge, and was informed that the funds were pending and not yet posted to the account. After the writer explained the situation, she was informed that a notation would be made on the account and advised that more information ought to be provided in writing and submitted to HSBC.
July 23, 2009 The writer spoke with Carla regarding the subject matter who provided the writer with the contact information to forward the disputed charge.
The writer has been extensively travelling away on business and leisure staying at various hotels around the country. Recognized that the hotel chains’ standard check-in/check-out policies have been consistently been after 11:00 a.m. Usually, upon the patron(s) request for an additional stay, the hotel staff, based from my experience, initiates asking permission as to whether they could process the guests’ same major credit card or use another for additional room night(s) based upon the hotel’s availability. One finds it hard to believe that a mere note or items left behind in the room indicates the guest’s intent to stay an extra night and impose a charge which is believed to be an excuse which is totally unacceptable.
The complaint has been investigated and resolved to the customer’s satisfaction.