American Express/Hotels.com

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Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
13,439
13,077
113
New York
www.promalvacations.com
#21
Thank you for the advise, I will do so. And I will keep you posted on how it goes.

Thanks again!
They aren’t calling back because phone calls are the least effective way to fight them. They will give you the excuses “no one gave me the message” and you cannot prove what anyone says on the phone.

Stop the calls and use email only. There is no
“He said, she said” in writing. It’s black and white. In fact if anyone calls- tell them you want the response in email.

I am betting they don’t have recorded calls from Sept. anymore.
 
Likes: jsn55
May 31, 2018
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#22
They aren’t calling back because phone calls are the least effective way to fight them. They will give you the excuses “no one gave me the message” and you cannot prove what anyone says on the phone.

Stop the calls and use email only. There is no
“He said, she said” in writing. It’s black and white. In fact if anyone calls- tell them you want the response in email.

I am betting they don’t have recorded calls from Sept. anymore.
I've asked for an email address contact and they've refused that request multiple times. I will now heed your advise and not only email the top executives listed on the site, but also send them a letter in the mail via certified mail.
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
13,439
13,077
113
New York
www.promalvacations.com
#23
I've asked for an email address contact and they've refused that request multiple times. I will now heed your advise and not only email the top executives listed on the site, but also send them a letter in the mail via certified mail.
Please read the info on how to write first. Don’t start at the top and don’t email all at once. Start with the lowest Executive and give him or her a week to reply- repeat if necessary. There is a method to use we tell you to use for the best outcome
 
May 31, 2018
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#24
Thank you again for the advise I will read the info provided on the Elliott site before writing the letter/email.

There are four people listed as contacts one the Elloitt site. There is a primary contact, two secondary contacts, and the CEO. I'm guessing start with one of the secondary contacts (Doug Buckminster President, Global Consumer Services Group) first and take it from there?
 
May 31, 2018
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#26
If you have already dealt with the primary contact address we have then you would start with the lowest executive on the list.
Okay I'll start with the primary contact since I have not contacted any executives directly at Amex.

Thank you again and enjoy your weekend!
 

Carrie Livingston

Moderator
Staff Member
Advocate
Jan 6, 2015
846
847
93
45
St Louis
#29
@egg623 if you want to post a draft here prior to sending for suggestions, please do so but make sure to "x" or omit any personal or identifying information (i.e., full name, card #, reservation #, etc.).
 
May 31, 2018
18
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#31
@egg623 if you want to post a draft here prior to sending for suggestions, please do so but make sure to "x" or omit any personal or identifying information (i.e., full name, card #, reservation #, etc.).
Here's a 1st draft of a letter to Amex. Please let me know your thoughts. Thanks

Greg

I'm writing you today as I have an ongoing dispute with American Express since 9/5/17. I have tried on many occasions to rectify the situation with the American Express customer care department, but they have unfortunately not been able to remedy this issue. As a card member for 19 plus years I feel like I have no other choice but to escalate the situation and contact you for assistance.

On 8/2/17 I booked a room through Hotels.com using my American Express card in the amount of $956.28. Upon check in on 9/5/17 I wasn't given the “Premium Apartment” I booked through the Hotels.com site. In speaking with the manager of the hotel they informed me that the room I was given was the room I booked and in addition the hotel was fully booked with no more available rooms during our dates booked. I tried to contact Hotels.com directly via my cell phone, but unfortunately with a wait time of 40 minutes while overseas I proceeded to contact them through their messenger program on their website. After not hearing back from Hotels.com after leaving a message with my call back info, I decided to call American Express directly for guidance. When speaking with a customer care agent I was directed to file a dispute against Hotels.com and check out of the hotel since there was nothing the hotel could do and since I wasn't able to get in contact with a customer care agent at Hotels.com.

For the last 9 months I've been disputing this charge through American Express with my dispute being turn down each time for multiple reasons. Most recently I've reached out to Hotels.com on my own and they have decided to only charge me for the first night stay ($239.07) and not the total amount ($956.28).

As a card member for 19 plus years I've never had any issues with American Express, in fact I've always found the service to be absolutely impeccable. Issues are inevitable and that's why I'm reaching out to ask for your help to resolve this. I feel since I was directed by an American Express customer care person to check out of the hotel I should not be responsible to pay for the first nights stay. If I had not been advised, I would have never checked out.

Please help me resolve this as I would like to continue using all the amazing services American Express has to offer. All I ask is that American Express resolves the $239.07 cost as well as not charging for my yearly membership fee of $195 as a good measure gesture to a 19 plus year card member for all of the trouble and stress caused by this dispute over the last 9 months.

Also in doing my do diligence, I will be sending you this correspondence via US certified mail to ensure you receive notice of my ongoing dispute. In addition I’ve attached for your reference the letter I sent to American Express customer care on 4/23/18.

Thank you
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
13,439
13,077
113
New York
www.promalvacations.com
#32
Here's a 1st draft of a letter to Amex. Please let me know your thoughts. Thanks

Greg

I'm writing you today as I have an ongoing dispute with American Express since 9/5/17. I have tried on many occasions to rectify the situation with the American Express customer care department, but they have unfortunately not been able to remedy this issue. As a card member for 19 plus years I feel like I have no other choice but to escalate the situation and contact you for assistance.

On 8/2/17 I booked a room through Hotels.com using my American Express card in the amount of $956.28. Upon check in on 9/5/17 I wasn't given the “Premium Apartment” I booked through the Hotels.com site. In speaking with the manager of the hotel they informed me that the room I was given was the room I booked and in addition the hotel was fully booked with no more available rooms during our dates booked. I tried to contact Hotels.com directly via my cell phone, but unfortunately with a wait time of 40 minutes while overseas I proceeded to contact them through their messenger program on their website. After not hearing back from Hotels.com after leaving a message with my call back info, I decided to call American Express directly for guidance. When speaking with a customer care agent I was directed to file a dispute against Hotels.com and check out of the hotel since there was nothing the hotel could do and since I wasn't able to get in contact with a customer care agent at Hotels.com.

For the last 9 months I've been disputing this charge through American Express with my dispute being turn down each time for multiple reasons. Most recently I've reached out to Hotels.com on my own and they have decided to only charge me for the first night stay ($239.07) and not the total amount ($956.28).

As a card member for 19 plus years I've never had any issues with American Express, in fact I've always found the service to be absolutely impeccable. Issues are inevitable and that's why I'm reaching out to ask for your help to resolve this. I feel since I was directed by an American Express customer care person to check out of the hotel I should not be responsible to pay for the first nights stay. If I had not been advised, I would have never checked out.

Please help me resolve this as I would like to continue using all the amazing services American Express has to offer. All I ask is that American Express resolves the $239.07 cost as well as not charging for my yearly membership fee of $195 as a good measure gesture to a 19 plus year card member for all of the trouble and stress caused by this dispute over the last 9 months.

Also in doing my do diligence, I will be sending you this correspondence via US certified mail to ensure you receive notice of my ongoing dispute. In addition I’ve attached for your reference the letter I sent to American Express customer care on 4/23/18.

Thank you
It's an excellent letter.
 

jsn55

Verified Member
Dec 26, 2014
6,867
6,784
113
San Francisco
#33
Here's a 1st draft of a letter to Amex. Please let me know your thoughts. Thanks

Greg

I'm writing you today as I have an ongoing dispute with American Express since 9/5/17. I have tried on many occasions to rectify the situation with the American Express customer care department, but they have unfortunately not been able to remedy this issue. As a card member for 19 plus years I feel like I have no other choice but to escalate the situation and contact you for assistance.

On 8/2/17 I booked a room through Hotels.com using my American Express card in the amount of $956.28. Upon check in on 9/5/17 I wasn't given the “Premium Apartment” I booked through the Hotels.com site. In speaking with the manager of the hotel they informed me that the room I was given was the room I booked and in addition the hotel was fully booked with no more available rooms during our dates booked. I tried to contact Hotels.com directly via my cell phone, but unfortunately with a wait time of 40 minutes while overseas I proceeded to contact them through their messenger program on their website. After not hearing back from Hotels.com after leaving a message with my call back info, I decided to call American Express directly for guidance. When speaking with a customer care agent I was directed to file a dispute against Hotels.com and check out of the hotel since there was nothing the hotel could do and since I wasn't able to get in contact with a customer care agent at Hotels.com.

For the last 9 months I've been disputing this charge through American Express with my dispute being turn down each time for multiple reasons. Most recently I've reached out to Hotels.com on my own and they have decided to only charge me for the first night stay ($239.07) and not the total amount ($956.28).

As a card member for 19 plus years I've never had any issues with American Express, in fact I've always found the service to be absolutely impeccable. Issues are inevitable and that's why I'm reaching out to ask for your help to resolve this. I feel since I was directed by an American Express customer care person to check out of the hotel I should not be responsible to pay for the first nights stay. If I had not been advised, I would have never checked out.

Please help me resolve this as I would like to continue using all the amazing services American Express has to offer. All I ask is that American Express resolves the $239.07 cost as well as not charging for my yearly membership fee of $195 as a good measure gesture to a 19 plus year card member for all of the trouble and stress caused by this dispute over the last 9 months.

Also in doing my do diligence, I will be sending you this correspondence via US certified mail to ensure you receive notice of my ongoing dispute. In addition I’ve attached for your reference the letter I sent to American Express customer care on 4/23/18.

Thank you
Excellent letter ... I read it rapidly with no issues, grasping exactly what has happened (that's my test for a good complaint letter). LOVE your request to waive your annual fee ... extremely clever. You deserve something for this sturm & drang they've put you through, and waiving the fee is much easier for them than giving you a statement credit or cash. If you attached anything to your email, send your email again because sometimes communications with attachments get discarded without reading them. Please don't forget to let us know the outcome.
 
Likes: Neil Maley
May 31, 2018
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#34
I got a response from Amex, below is their email in blue. Hopefully I receive the outcome I would like. Thanks again all!

Dear Eytan Gutman,

Thank you for contacting the Executive Offices of American Express.

The Executive Offices of American Express has received your message and we are reviewing your inquiry. We will do everything we can to address your concerns. We are always striving to improve the products and services we provide to our customers and your feedback is valuable to us. Once we complete our review, we will be sure to contact you with an update.

Regards,

American Express Executive Assist
 
May 31, 2018
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#36
Here is the response I got from Amex. The credited me the remaining amount of $239.07 and they waived my yearly membership fee of $195 for this year. So basically they took care of everything I asked for finally. Below is my email chain in blue with an executive assistant over there who handled my request.


American Express ( Wednesday, June 20, 2018 )
Dear Eytan Gutman,


We sincerely apologize for any inconvenience you may have experienced. We are always striving to improve the products and services we provide to our customers and your feedback is valuable to us. I have issued an additional $100 credit to your account. This credit will appear on your upcoming statement.
Sincerely,
M. Glueck
American Express Executive Assistant

Customer ( Wednesday, June 20, 2018 )
M. Glueck

Thank you for getting back to me so quickly and understanding the situation
I had with both Hotels.com and American Express. It's nice to know
American Express is going to credit my card the $239.07. I'm truly
appreciative for everything you've done to resolve this matter.

The $95 credit is a nice offer, however if American Express truly values my
membership, they will offer to cover the entire membership fee of $195. I
urge American Express to do the right thing and offer me a credit for
$195. It's the least American Express can do for the mishandling of this
dispute over the last 10 months.

Sincerely,
Eytan Gutman

On Tue, Jun 19, 2018 at 11:48 AM, American Express Executive Assist <
m.glueck@executiveassist.americanexpress.com> wrote:

>
> American Express ( Tuesday, June 19, 2018 )
> Dear Eytan Gutman,
>
> Thank you so much for contacting the Executive Offices. I understand your
> disappointment with the outcome of your dispute for the charges from
> Hotel.com and the customer service you received with American Express. I
> have reviewed your calls and issued a credit in the amount of $239.07. This
> credit will appear on your upcoming statement.
>
> Please accept my apology for any inconvenience you may have experienced as
> a result of this situation. As a special consideration for any
> inconvenience you may have experienced, I have also issued an additional
> $95.00 credit to your account, this credit will also appear on your
> upcoming statement.
>
> We truly value your Membership and look forward to serving you for years
> to come.
>
> Sincerely,
> M. Glueck
> American Express Executive Assistant
>
> Customer ( Monday, June 18, 2018 )
> M. Glueck
>
> Good morning.
>
> Thank you for getting back to me, I appreciate your help in resolving the
> current issue I am having with American Express.
>
> Attached is a form letter I received on Friday 6/15/18 from American
> Express dated 6/11/18. It's obvious to me that no one in customer care at
> American Express is aware of what my current issue is as this is the exact
> same letter I've received time and time again since bringing this issue up
> to American Express.
>
> It would be beneficial and useful if you read my attached letter dated
> 4/23/18 to American Express to fully understand the situation. This issue
> has been going on for far too long and I would like for it to be resolved
> in the near future. I'd appreciate it if you would get back to me within
> one week to confirm the course of action American Express will take. If
> not I have no choice but to escalate this situation.
>
> Thank you,
> Eytan Gutman
>
> On Sat, Jun 16, 2018 at 1:16 PM, American Express Executive Assist <
> m.glueck@executiveassist.americanexpress.com> wrote:
>
> >
> > American Express ( Saturday, June 16, 2018 )
> > Dear Eytan Gutman,
> >
> > I am writing to confirm that the Executive Offices of American Express
> has
> > received your message and we are reviewing your inquiry. We will do
> > everything we can to address your concerns. We are always striving to
> > improve the products and services we provide to our customers and your
> > feedback is valuable to us. Once we complete our review, we will be sure
> to
> > contact you with an update.
> >
> > If you have questions in the meantime, you can contact me if you have
> > additional information that might assist our Executive Offices in
> > addressing your concern(s).
> > My direct number is 1-800-297-6196, extension 1258431. I am available
> > Tuesday through Saturday from 11:00AM to 7:30PM Eastern Standard Time.
> >
> > Sincerely,
> > M. Glueck
> > American Express Executive Assistant
 

jsn55

Verified Member
Dec 26, 2014
6,867
6,784
113
San Francisco
#38
Here is the response I got from Amex. The credited me the remaining amount of $239.07 and they waived my yearly membership fee of $195 for this year. So basically they took care of everything I asked for finally. Below is my email chain in blue with an executive assistant over there who handled my request.


American Express ( Wednesday, June 20, 2018 )
Dear Eytan Gutman,



We sincerely apologize for any inconvenience you may have experienced. We are always striving to improve the products and services we provide to our customers and your feedback is valuable to us. I have issued an additional $100 credit to your account. This credit will appear on your upcoming statement.
Sincerely,
M. Glueck
American Express Executive Assistant


Customer ( Wednesday, June 20, 2018 )
M. Glueck


Thank you for getting back to me so quickly and understanding the situation
I had with both Hotels.com and American Express. It's nice to know
American Express is going to credit my card the $239.07. I'm truly
appreciative for everything you've done to resolve this matter.


The $95 credit is a nice offer, however if American Express truly values my
membership, they will offer to cover the entire membership fee of $195. I
urge American Express to do the right thing and offer me a credit for
$195. It's the least American Express can do for the mishandling of this
dispute over the last 10 months.


Sincerely,
Eytan Gutman


On Tue, Jun 19, 2018 at 11:48 AM, American Express Executive Assist <
m.glueck@executiveassist.americanexpress.com> wrote:


>
> American Express ( Tuesday, June 19, 2018 )
> Dear Eytan Gutman,
>
> Thank you so much for contacting the Executive Offices. I understand your
> disappointment with the outcome of your dispute for the charges from
> Hotel.com and the customer service you received with American Express. I
> have reviewed your calls and issued a credit in the amount of $239.07. This
> credit will appear on your upcoming statement.
>
> Please accept my apology for any inconvenience you may have experienced as
> a result of this situation. As a special consideration for any
> inconvenience you may have experienced, I have also issued an additional
> $95.00 credit to your account, this credit will also appear on your
> upcoming statement.
>
> We truly value your Membership and look forward to serving you for years
> to come.
>
> Sincerely,
> M. Glueck
> American Express Executive Assistant
>
> Customer ( Monday, June 18, 2018 )
> M. Glueck
>
> Good morning.
>
> Thank you for getting back to me, I appreciate your help in resolving the
> current issue I am having with American Express.
>
> Attached is a form letter I received on Friday 6/15/18 from American
> Express dated 6/11/18. It's obvious to me that no one in customer care at
> American Express is aware of what my current issue is as this is the exact
> same letter I've received time and time again since bringing this issue up
> to American Express.
>
> It would be beneficial and useful if you read my attached letter dated
> 4/23/18 to American Express to fully understand the situation. This issue
> has been going on for far too long and I would like for it to be resolved
> in the near future. I'd appreciate it if you would get back to me within
> one week to confirm the course of action American Express will take. If
> not I have no choice but to escalate this situation.
>
> Thank you,
> Eytan Gutman
>
> On Sat, Jun 16, 2018 at 1:16 PM, American Express Executive Assist <
> m.glueck@executiveassist.americanexpress.com> wrote:
>
> >
> > American Express ( Saturday, June 16, 2018 )
> > Dear Eytan Gutman,
> >
> > I am writing to confirm that the Executive Offices of American Express
> has
> > received your message and we are reviewing your inquiry. We will do
> > everything we can to address your concerns. We are always striving to
> > improve the products and services we provide to our customers and your
> > feedback is valuable to us. Once we complete our review, we will be sure
> to
> > contact you with an update.
> >
> > If you have questions in the meantime, you can contact me if you have
> > additional information that might assist our Executive Offices in
> > addressing your concern(s).
> > My direct number is 1-800-297-6196, extension 1258431. I am available
> > Tuesday through Saturday from 11:00AM to 7:30PM Eastern Standard Time.
> >
> > Sincerely,
> > M. Glueck
> > American Express Executive Assistant
Well done! I must admit that this is the first positive thing I've heard about AmEx in YEARS. Now go get a Chase Sapphire card and live happily ever after!