American Express
Amex Platnum Card - Unsolved service problem - American Express Platinum card

I have waited almost 3 weeks for Amex to solve this problem - I have spoken to 4 reps, including 1 supervisor. Used Amex Platinum service to book a one night stay in NY near LAG airport. I was given a confirm number, itinerary number and told it would be a non refundable booking. When I arrived at that hotel, they said - since you booked this through ORBITZ and we have not yet accepted the money, you have no booking and we are oversold - we have no room for you. And the Amex card you are showing us does not match the booking - it was booked with a MasterCard. Yes - AMex platinum called ORBITZ to book my room (after many conversations they did say, yes, we used our system with a fancy name that is really a partnership with Orbitz) to book your room. But we do not know how they got a mastercard number, it must be your. No it was not. Then, as I realize my only option might be to sleep in the hotel lobby as it is now after midnight and no rooms anywhere - I notice there are only two chairs in the "lobby" and that most of the people coming in and out apprear to be homeless and that it is likely a temporary housing site for NY. (This is not Amex fault as they could not know this in advance) Finally get an amex rep on the phone who can tell by their exchange with the hotel that YES, this is not your regular hotel. She gets me a room about 40 miles away for over twice the price, plus a $120 cab fare. So at 2am I have spent close to $500 for a few hours sleep caused by a travel disaster I could have avoided if I just used Orbitz myself for free vs 450.00 fee to amex. Now three weeks later they refund the hotel that had no room for me. Thanks. BUt only form letters arrive. Everyone politely says we are so sorry, but no one feels the need to follow up or contact me with a reason or resolution. Bad things happen sometimes, I get it. BUT a professional and personal response would be the least they could do for this fee.

Company: American Express
Country: USA

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