Compensation Clinic this week visits the Club Carlson affiliated Radisson Blu Portman hotel in London where a reader had pre-arrival issue.
Remember that you can always email us, send us a Facebook message or Tweet about the issues you have with hotels, airlines and other travel providers. We’ll feature one new Compensation Clinic each week.
You can access Radisson Blu Portman Hotel London’s website here.
Here’s the email from the reader:
I booked two rooms at the Radisson Portman in London in September, regular bookings, no prepayment.
But in October I saw on my credit card bill that Portman had fully charged my credit card for both rooms for the full stay.
The hotel blamed some system error and apologized and refunded the money, in £. The issues is that due to currency fluctuations I ended up loosing over 80£ on this, as I’m charged in Norwegian Kroner.
So by no fault on my own I lost on their error? I have still not gotten any good explanation on how they will refund my loss or any compensation for the hassle..
Here’s my reply to the reader:
They should make you whole. I would request them to credit you the FX difference as well or compensate in points. Get Club Carlson involved if required.
And here’s how the situation was resolved:
I did sort out the matter. I demanded the money back and got it refunded to my card. I also got 35000 Club Carlson points. I ended up canceling my stay as I was not happy with how they dealt with my issue. As a Concierge member I was expecting more.
Quite often hotels don’t charge prepaid bookings before the guest actually arrives to the hotel or anywhere in between. I believe that Le Club AccorHotels is the only chain where prepaid rates at some hotels requires immediate payment on the website or the reservation otherwise won’t go through.
Here, however, the issue was that the hotel had decided to charge guest’s credit card on fully flexible rate in advance of the stay. I doubt that this was a “system error”….
Glad that the reader was able to get the hotel to reimburse the FX damage done and issue compensation points as well. It is unclear if these came after complaining to Club Carlton or if the hotel deposited them.
Some hotels authorize the card that you have on file the night before scheduled to arrival to ensure “smooth processing”. I find it annoying because I rarely end up paying using the card that I have on file with the hotels.
There is also really a problem how Radisson has given out Radisson Blu brands to number of hotels that really shouldn’t be one. Some are basically Holiday Inns while others perhaps are up to Hilton, Westin, and Marriott standards. Always a gamble when booking one what you will actually get.