The Priority Club, Chase Visa card, awards an e-cert, good for a free night at one of their properties upon annual renewal of the card. My wife and I used it for the night of November 6, 2011, at the HI Express in Fredericksburg, VA. When we received our bill on the morning of November 7, we found that we had been charged the full amount.
The employee at the Front Desk was apologetic, professional, and helpful. She promptly called the Priority Club, verified that there should have been no charge, and corrected the error. She then explained that Priority Club DOES correctly communicate the necessary information to the hotel when the free night is based on a points award. They DO NOT, however, communicate the necessary information when the free night is based on an e-cert. She also informed us that the hotel had inadvertently charged a guest on the previous day for the same reason that we had been incorrectly charged.
Our praise to the Front Desk clerk. Not the same to the Priority Club.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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First of all I want to sincerely apologize for any inconvenience caused due to the confusion regarding the E-cert. It was a promotion during that time which somehow very accidentally got overlooked. I am glad that we were able to correct the mistake right away. We intend to be more careful in the future so that this kind of mishap doesn’t happen anymore.
I would thank you for your remarkable review of our property otherwise. We highly value your opinion. I want also thank you for staying with us, and giving us the opportunity to serve you. It was our greatest pleasure having you as a guest, and we look forward to seeing you back in the near future. To exceed your expectation is our topmost priority.
Very sincerely yours,
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.