American Express Travel
Hotel Reservation Booked in Lower Grade Room Than Paid

I made a Marriott hotel reservation with American Express Travel using American Express points for part of the cost. The reservation was processed incorrectly, putting me in a lower grade room than I paid for. When I call American Express Travel they will not cancel the reservation and correct the problem. They tell me they "have called the hotel" and it is corrected. Yet, on the Marriott website the incorrect reservation is still present. Marriott tells me that the reservation came from Travelocity (American Express apparently made my reservation through Travelocity without telling me; I was given the impression that the reservation was being made directly with Marriott). Marriott says the reservation stands as entered, and they will not change it; only American Express Travel. I have spent hours with different "call center" employees who will not help me. I have paid over $700 extra for a more expensive room, and I am not getting it. I find no way to get any response from American Express Travel.

Company: American Express Travel
Country: USA

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