I recently stayed at the Westin from 9 - 15 September 2013. As per the hotel's policy, I provided my credit card details in advance of arriving as the hotel's policy is that you are required to fully pay in advance and no refund is granted for cancellation. However, on checking out, the lady asked for my credit card because their computer system was indicating that I had not paid which I found strange. I asked her if she was sure and I explained to her that I had paid in advance but she said that I had not. I did not make a fuss and handed over my credit card which she swiped.
On reaching home on 16 September, I checked my credit card statement online and lo and behold, there were 2 charges on it from the Westin - one on 7 September and the second on 15 September. On 17 September, I emailed the reservations staff - Ms. Litea Malaude and Ms. Mohini Lata. Ms. Malaude replied and requested that I provide proof of the double charge.
On 18 September, I sent a copy of my credit card statement via email to Ms. Malaude, cc'ed to Ms. Lata, Sushila Singh and Roekila Torolevu. I followed up with a telephone call on 19 September, however, both Ms. Malaude and Lata were out to lunch. I spoke to a Mr. Isei and left a message for Ms. Malaude to return my call. To date, 20 September, there had been no return call nor has my credit card been reimbursed.
I do not get the impression that the Westin is treating this matter with the urgency that is required. My statement date is 21 September. If that charge remains on my credit card, will the Westin reimburse me for any interest charges that my bank will impose?
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
Thank you for your comments in regards to the double charge. Please accept my sincere apologies for the inconvenience this matter has caused. I am currently away from the resort but I have asked our Rooms Division Manager to follow up as a matter or urgency and contact you ASAP.
We do hope your overall stay at the resort and in Fiji was a positive one
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.