So early 2009 Myself and some friends are planning out May trip Golf Trip to Vegas. We decide to give the new Alliante Casino a try. I go online and book two rooms and give my credit card information and book it.

I check for my e-mail for my confirmation #'s and they are not there. I wait a few days and still nothing. I decide to wait a few more days and check my credit card statement as most hotels charge you for the first night. Week goes by and nothing. I decide I will call the toll free line and get my confirmation #'s or at least confirm i have two rooms. I call and they say i have no reservation but glad to book a new one. I figure OK till the rates are higher than what I had thought I had booked online. So I decide not to book. Instead we book our usual place the Suncoast.

So move 4 months later and I check my credit card statement online and the Alliante Casino has charged me for May 16th for two rooms. I figure no problem I will phone them and get a credit. Well after talking to Accounts Receivable lady and than her manager and than his manager they will not credit me back the rooms.
Let me add the whole time I am very polite. I ask the manager what more I could have done to confirm the reservation. He tells me I need to provide him with a copy of my telephone records showing the call. Problem is my phone bill does not show call logs and heck if I can remember an exact date.

Am i within my rights to dispute this with my credit card company? Also is this not the worst customer service. I had stayed at 4 other station casinos but this leaves me with a bad experience.

Any other suggestions on how i can get the hotel to credit me back?

Tell the manager you are going to your bank and he'll probably figure something out.

If not, by all means, dispute it.

The hotel should credit you back. You appear to be 100% in the right. At this point, I would tell the hotel that if they do not credit it back that you plan on going directly to the credit card company and disputing the charge.

If they do not credit you back, then do just that. Your credit card company should be fine with reversing the charge. The hotel may be pissed about getting a charge-back, but at this point they deserve it.

Yeah, as long as you have tried to work it out before going to the CC company they should be fine. They might have a slight fee, VISA charges $10 to do a charge back.

Aliante Station Casino is part of Station Casinos, Inc.

Here is a list of their executive officers with their phone numbers.

Here is the SEC information for Station Casinos, Inc, with email addresses for many of the executive officers.

I would call and/or email some of the big wigs directly and see if you can get something accomplished this way.

This method works surprisingly well for getting things done when lower management gives you the runaround. My wife did this for an order from Office Depot, when she ordered some book shelves and they charged her card, but they never came. After getting nowhere with the little people, she emailed some big wigs, and lo and behold, Office Depot not only shipped her order, for free, but also gave her a $50 dollar credit for her troubles.

Yeah i said politely to the last manager that my last recourse is to contact my credit card company and ask them to reverse the charge. He said go ahead if you feel were in the wrong.

Wow. Just another reason I'm AMEX for life: I've disputed multiple charges and the most I've had to do was give a short phone explanation to get the charge reversed. I can't imagine my CC company telling me, "Well, you never should have paid in the first place, but now you're going to have to pay $10 to get it taken care of."

This might be a good reason to switch to Amex. I got ripped off for $40 from a hotel (paid my parking charges in cash) and Citibank (Mastercard) gave me a big, giant **** you. It wasn't the money, it was the principle; and that was the ONLY charge I'd ever disputed in 10+ years and $50,000+ of transactions.

OP: absolutely, 100% dispute the charge. Document like a mother****er if you can, because obviously credit cards are not always on your side as demonstrated above. This is probably why the merchant told you to go ahead and do it--he's going to lie to the CC company to try to keep your $$$.

I average several charge backs a year and can't imagine paying a fee for this. AMEX just says ok and calls the merchant who is always at fault and I never have to deal with it and don't get charged for it. Just another reason I like AMEX.

Chargeback is easy here.

I this post.

No, VISA doesn't charge anything because they don't issue the cards or process chargebacks.

The bank that issued your VISA card is apparently crappy and charged you. Most banks do not, regardless of affiliation with VISA or MasterCard.

this.

I have never gotten a fee for chargebacks.

wtf are you people doing or having done to you that you have multiple chargebacks per year?

Ok, everyone already tackled the "Visa does not charge you for a chargeback" point, good.

Yes, it's easily disputable. Honestly, pretty much anything is easily disputable. Its one of the few benefits of Credit cards.

I think I have had one or two in last 15 years

Eating/drinking out and buying things on the internet? I'd say at least once a year I dispute a bill from a restaurant/bar, and I don't even eat out that often. Most times it's a simple mistake like running my card twice, sometimes it's a tip I didn't leave, but it's always easier just to call AMEX than to call a restaurant manager to get it fixed.

The couple times it's been an egregious tip error I've called management just to let them know and hopefully get someone fired, but not to get the charge fixed.

This worked very well for me with Delta once.

Only one chargeback and it was because I got deliberately ripped off by a merchant. The $30 wasnt an issue but I was pissed and wanted to **** them over.

Great useful contribution.....



I order a bunch of stuff online and eat out a ton. I can't see how this is not a more common problem especially with some of the online merchants I've dealt with not shipping materials, shipping the wrong things, or just charging something different than the advertised price. I'm not saying that every month I have a charge back, but if I go more than 3-4 months without one I think I'm running unusually good.

Maybe use more reputable online vendors who don't rip you off?

As for the OP. This is an easy chargeback issue. You have spent as much time as you need to do with the company. Now let the credit card company handle it. This is exactly the kind of thing the dispute process is best used for...

You don't even know what a charge back is!

Yeah, but they do, and they're the ones charging it back.

This never gets old.

Wait, I said that wrong...

It really tilts me when people write, "myself" instead of "I." It's like you are trying really hard to sound formal or smart, but all you end up doing is butchering the english language.
Yes, I am a nit.