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Sheraton Billing Disputes

Sheraton • Billing disputes • Personal injury • Lost & lost again • Shabby treatment of military personnel • Smelly, noisy room

William of Pretoria, South Africa (9/4/03):
I stayed at the Sheraton Hotel in Harare for the week of 25 to 29 August 2003. On my return home I discovered that my credit card has been charged TWICE for the entire amount of my stay. First, both charges were still being authorized, but now one of them has gone through. Owing to this double charge, I cannot use my credit card since there are no available funds in my account!

Debra of Houston writes (4/2/02):
I attended a 5-day seminar at the hotel. I made a few personal calls from my room. The morning of checkout, I received a bill for a 390 minute phone call from my room to a friend's cellular phone the pervious day...that's EXACTLY 6.5 hours to the minute.

I thought this was a mistake and immediately brought it to the attention of the front desk clerk. The clerk said he could reduce the charge to $180 from $360. I explained calmly and politely that no, that would not do since I did not make a 6.5 hour phone call from my room. I asked for the manager.

The manager, of course, didn't believe me. I explained that I was in a seminar all day and had many witnesses. The instructor even went up in person afterwards to the manager as well as had his company call the manager directly to vouch for my whereabouts, but they both fell on deaf ears of the manager. I told her under no circumstances was she to charge this to my corporate American Express. Of course, later that day, she did.

I went through corporate Sheraton's complaint process, but they, too sided with the manager. Then, I called American Express and they started an investigation. They asked me for proof and I sent them my class itinerary, proof of registration (and payment) for the class. I also included the cellular phone bill from the person I supposedly called for 390 minutes. There were calls from previous days, but none listed on her bill for that day. In fact, there were ELEVEN phone calls either made or received by her cell phone during the time I supposedly was sitting on the phone with her.

The case is still under investigation with Amex. I have NEVER had this happen in all my years of travel. I would like to receive at least an apology from the manager of the Sheraton in Dallas. Do you think I'll get one?

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