08-05-2025
After a strange hotel closure and a glitch, guest is charged $169
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STEVE ELIASON,
Minnetonka, Minn.
A.
The hotel should have honored your booking — and if it couldn't, should have refunded your $169. When a hotel can't honor a reservation, the booking site is obligated to find you comparable accommodations or return your money. This is a standard practice in the travel industry.
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This is the first time in my years of advocating cases that someone has closed a hotel to give birth. I hope that the mom and baby are OK and that the hotel opens again soon.
In this situation, you did everything right by trying to contact the property and You also kept a detailed paper trail of all correspondence, including emails and phone call records. This documentation shows that you gave the system a chance to resolve your problem.
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Most importantly, the correspondence shows that the hotel sent you an email saying your reservation wasn't confirmed and that you wouldn't be charged. So, someone — either the hotel or — really screwed up here.
If your initial attempts fail, consider escalating the issue to a supervisor or an executive. You can find the contact information for executives on my consumer advocacy website,
If hadn't been able to help, and if you hadn't reached out to me, you could have disputed your charges. Under the Fair Credit Billing Act, your credit card can refund you for an item you paid for but didn't receive, like a hotel stay.
I contacted on your behalf. A representative acknowledged the unusual circumstances of your case and agreed to issue a full refund. You received your $169 refund from along with a $50 credit for future bookings.
Christopher Elliott is the founder of Elliott Advocacy (
), a nonprofit organization that helps consumers solve their problems. Email him at chris@ or get help by contacting him at
