walterpP6217UT
Business · November 20252/10
I recently stayed at the InterContinental Miami on a business trip with two employees. We booked three rooms (1108, 1924, and 1925). Two of the rooms were paid for by me personally, including Room 192...I recently stayed at the InterContinental Miami on a business trip with two employees. We booked three rooms (1108, 1924, and 1925). Two of the rooms were paid for by me personally, including Room 1924, where my son (also an employee) was staying.
When we needed to extend his stay, I called the hotel and prepaid for the extension using my American Express card. The payment went through and the hotel had confirmation of it.
However, instead of properly applying the payment to the room, the hotel repeatedly attempted to charge my son’s personal debit card, even though the room was already paid for. Within about 24 hours, multiple charges hit his account, draining nearly all of his money. He had just paid over $1,700 for emergency dental work, so he had very limited funds remaining.
Each time I sent him money so he could buy food or get around, the hotel system automatically took it again. This went on until he had nothing.
When he went to the front desk, staff acknowledged the mistake and confirmed they had received the American Express payment all along. But instead of correcting it immediately, they told him the hotel would not return any of his money until he checks out, and only after he pays $47 in miscellaneous charges.
What makes this even worse is that the hotel kept draining his account, leaving him with no funds at all—so how is he supposed to pay the $47 they are demanding before they release the money they wrongly took? The logic is baffling.
Because of the hotel’s error, my son was left with no money for food, transportation, or anything else, and the hotel refused to refund the funds they incorrectly withdrew.
For a property that presents itself as a high-level, professional hotel, this experience was extremely disappointing. Mistakes happen, but refusing to immediately correct a mistake that wiped out a guest’s bank account is unacceptable and shows very poor oversight and customer service.
I hope the hotel takes this seriously and ensures no other guest goes through something like this again.show more
