Earlier this week, we covered an issue with a Marriott property in Greece (access here) where the hotel had charged the prepayment in USD instead of in Euros, resulting in significant extra fees to the reader (essentially double-conversion EUR – USD – EUR)
You can access Mystique, a Luxury Collection Hotel here.
We can now happily report that the property has made it right (likely after getting a note from the corporate) and provided not only a full refund of extra fees but an excellent upgrade as well.
Here’s the update from the hotel:
I was informed on the issue you faced with credit card charges and our department with bitter disappointment. Please allow me to sincerely apologize for this.
Under no circumstances we would charge your client without her permission and the team will be retrained to post charges in local and foreign currency correctly in future.
Rest be assured that we will put our best effort to exceed the expectations of Mrs. REMOVED and regain her confidence by changing all hard feelings.
The sum of €364.59 will be credited to her folio and a complimentary upgrade to our highest category- the Holistic Villa will be offered for her stay.
We are looking forward to welcome her and please do not hesitate to contact me if you need any assistance.
And the reader is delighted:
Well… The resolution couldn’t come sooner. Thank you so much for your assistance. It’s totally on you.
I’m 100% sure nothing would be done had you not contact Marriott Corporate on some level. At the same time I believe Marriott Corp. also deserves a credit here.
Frankly I’m impressed and delighted. Based on my disastrous communications with Mystique directly the best I hoped for was to recover the money lost by my client (in a form of F&B credit or whatever). I didn’t expect the hotel doing a right thing and trying to make up. The client is happy with the resolution. She also didn’t expect the story to take a turn for the better. So it’s a nice surprise for her. Holistic villa looks fantastic (and retails for 4000-5000 eur per night), so it’s significant.
Here’s the original piece:
I am glad that the issue has now been resolved, and the hotel promises to pay greater attention to the prepayment charges they process in the future. The upgrade is fantastic too!
As I pointed out with the original piece, I have had plenty of DCC issues over the years, either when the booked currency has been converted to the payment one (often with a significant mark up) or when the hotel tries to force you to accept a Dynamic Currency Conversion at the time of checking out.
We are glad to help our readers who have first tried to resolve the issue(s) with the hotel or program by themselves.