(Posted on chat also)
I wasn’t able to link my Swan stay to MDE so I had to call for some help. I know sometimes there are issues with confirmation #s lining up and that it was an easy fix so I didn’t worry too much about it right away.
Well, I called the front desk yesterday to take care of it (trip is about 5 weeks away) and found out there was a bigger problem. Also found out I’m a little dumb. OK a lot dumb.
In Nov I booked a AAA rate stay for May (sadly let my AP expire so couldn’t book that rate) and they charged me in full for the stay. In January, I saw the AAA rate was lower so I cancelled and rebooked. In my Bonvoy account it shows the active stay and the cancelled one (which is listed under cancelled trips). I did this all online.
When I called yesterday, the front desk advised me that both stays were non-refundable (hence my stupidity for not reading the not-so-fine print) and are both showing as active on their end. She said I have to call ‘in-house reservations’ to clear it up. I didn’t have the time yesterday so need to call today.
In gathering all the paperwork and credit card statements, I realized I was never charged for the second reservation. Again, stupidity on my part for not paying attention to my statements more closely. But because reservation #1 wasn’t refunded and #2 wasn’t charged, the balance seemed to jive.
On a weird note, after I hung up with the front desk, I received an invoice and was charged what looks like a one-night deposit for reservation #2. I’m wondering if the lady I spoke to realized I wasn’t charged for reservation #2 and initiated payment? But why wouldn’t they have charged me in full for the whole stay, which is what should’ve happened with the AAA non-refundable rate?
It’s all a big mess and I’m worried I’m going to end up having to pay for 2 stays, which is a costly mistake for ridiculous carelessness on my part.
I’m hoping they’ll take pity on me and only charge for 1, but at the very least maybe give me a credit or voucher for the second reservation.
Does anyone have any advice for me before I call?
Yikes. I feel the panic on your behalf.
I think you will need to call and explain that when you originally booked you realized too late that you had booked at the AP rate when you wouldn’t have an active AP for the trip, and so you cancelled it without thinking about the cancellation policy, and rebooked it at the AAA rate after that.
If you present it such that you were trying to right the original wrong and got yourself into this mess by accident, you may convince them to have mercy and apply the original reservation payment toward the new booking. You should be willing to say you are okay with paying the non-AP rate from the original booking, but clearly you don’t need BOTH reservations.
I find the non-refundable “thing” hotels do these days to be a kind of entrapment thing…it is in their interest, not yours obviously…but the policy, unfortunately, is not in your favor. It will take an act of mercy on their behalf to help you out and they are under no obligation to.
I am so sorry this happened, though! I have always worried about this kind of thing happening, so am very careful to never book a non-refundable rate (as much as it pains me).
In the very least, when you try to cancel a non-refundable rate reservation, there should be a huge warning reminding you that in cancelling there will be no refunds issues so you have a chance to cancel the cancellation!
I may have worded this too confusing. Both reservations were AAA rate, nonrefundable. I did not book AP rate either time because I knew my pass would be expired.
I see the nonrefundable part in the confirmation emails, but I definitely didn’t notice that warning when booking. I’m sure it was there, but either I was oblivious to it or it wasn’t noticeable. Or both.
Still hoping they take pity on me though.
Oh! I see now what you were saying. I was distracted by the sadness of not having the AP.
Unfortunately, I worry that might make your case a little tougher, then, because you booked at a valid rate and tried to rebook simply because it was cheaper. This is kind of the main reason hotels like to lock you into a non-refundable rate to begin with…because if lower prices come out later, you are “stuck” with the higher rate (to their benefit). So, the fact that you cancelled and wanted to rebook at the lower rate is one of the very acts they want to prevent from happening by having non-refundable rates to begin with!!!
I’m trying to think of how you might word things that is still the truth, but might eek out a bit of sympathy from them. The best I can offer is if you tell them that when you saw the lower rate, you had completely forgotten you booked the original reservation as non-refundable (which is true), otherwise you would have just left it alone.
In the words of Effie Trinket, “May the odds ever be in your favor.”
This is what I would say. Because it’s true you didn’t realize they were non refundable when you did it. Good luck! I think it will work out.
Good news… I just got off the phone and it was quick, painless, and thankfully in my favor!!!
She said as a ‘one-time courtesy’ they would refund me AND let me keep the lower rate.
My blood pressure (and bank account) are now back to normal.
That’s awesome! So glad it worked out!
This kind of thing is super easy to miss, it happens all the time. 
Yay! Glad it all worked out 
.
I have an invoice for this for my upcoming May stay. AAA refundable rate yet they haven’t actually charged me anything. I booked several weeks ago.
Anytime I’ve had to call Swolfin folks they are super nice and helpful!
That is odd. Every time they’ve sent an invoice, I’ve been charged within 24 hrs.
I just noticed they finally charged me for the remainder of the lower rate reservation. They haven’t yet credited me for the higher one, so I have to watch out for that to make sure it happens.
My wife and I call these kind of personal errors the stupid tax. Always hoping to keep that to $100 or less a year. Just depends on the year tho!
Glad you didn’t have to pay the “tax” this time tho!
I should have been. But I keep checking.
I’ve run into this a lot with myself. 
Like, last year, our van was needing new tires. So, I bought a full set of new tires and had an alignment done.
Then, two months later, decided to trade the van in and get another vehicle. Which meant I literally threw away the cost of those tires. Sigh.
I pay a lot of stupid tax and definitely with vehicles. Feels like a game of chicken on our used cars that we want to stretch another year…each year.
I know this doesn’t help now but for the future… you can use a travel agent to book swolphin stays directly through Marriott using AAA rates! (Most AAA Marriott rates are commissionable to us TAs.) anyway just food for thought for next time.