Issue when checking in after booking with AmexTravel

[AndrewC]

Anyone experience issues when they've booked a hotel with AmexTravel? I booked a single night stay at Disney's Paradise Pier Hotel using AmexTravel and my platinum card since that's the only way to earn bonus points on hotel bookings with the platinum.

My issue was at check in the cast member couldn’t find my reservation and the Disney reservation department couldn’t even find it. My confirmation email from AmexTravel showed the correct date and when I logged onto AmexTravel it showed the correct date and info, so I know the reservation was still active and I booked the right day. The cast member was AWESOME (as Disney always is!) and got on the phone with Amex to try and figure out what was going on, but because he couldn’t get anyone on the travel agent number with Amex he had to use the general number and I had to hang around to verify my identity. It took about 35 minutes to figure out that AmexTravel had miss booked the reservation for SEPTEMBER instead of October, even though all my confirmations showed October. They were able to get this sorted out with the hotel and I got a room, but the check in process was embarrassing in front of a friend that was with me since for the longest time it looked like I just forgot to book it or cancelled it by mistake or something. We also had a super limited time in the park that this ate into and required Steakhouse 55 to rearrange lunch plans for us (tea party!). Again Disney and the cast member was super super awesome and even though it wasn’t their fault, they waived the parking fee for me.

My question is, has anyone dealt with AmexTravel before or had issues booking with them using a platinum Amex card? Does anyone know who I should contact at Amex to let know about this issue and should I ask for anything in return? Extra membership points (Amex’s points for using the cards)?

Disney knocked it out of the park with this, but any guidance on how to handle Amex?

 

[ashley0139]

This sounds like a sucky fluke thing. I've heard of similar things happening before, though not specifically with Amex. I would definitely talk to Amex to let them know and see if you can get some points, but honestly it doesn't seem like a huge deal. You still got a room and only had a 35 minute delay. People have had much longer delays than that. I don't understand why it would have been embarrassing when it clearly wasn't your fault.

 

[AndrewC]

This sounds like a sucky fluke thing. I've heard of similar things happening before, though not specifically with Amex. I would definitely talk to Amex to let them know and see if you can get some points, but honestly it doesn't seem like a huge deal. You still got a room and only had a 35 minute delay. People have had much longer delays than that. I don't understand why it would have been embarrassing when it clearly wasn't your fault.

Because we didn't find out until the very end that it wasn't my fault. While the Disney cast member was super professional and kept saying he would make sure to get me into something, there was a lot of "we don't have your reservation" and "We don't see your reservation, could it be under a different name" which all kept making me think "oh man, did I forget to book this?!" "Did I cancel because I saw the price drop and forget to rebook?!" etc... so I kinda assume my friend also was thinking "um, did he book this...."

 

[crystal1313]

I would for sure call Amex and see what they can do for you. We used Amex to book the DLH in June and did not have any issues. I am sorry that happened to you! Glad to hear that Disney customer service is still stellar!

 

[AndrewC]

I would for sure call Amex and see what they can do for you. We used Amex to book the DLH in June and did not have any issues. I am sorry that happened to you! Glad to hear that Disney customer service is still stellar!

Ya, Disney was awesome! I'm just annoyed that there isn't really a way to confirm the reservations. Amex can't see a Disney confirmation number (or at least so they told me when I made a reservation last year) and Disney can't cross reference or see any of the confirmation numbers that Amex provides. Those 5x bonus points on the platinum card sure help with covering my air fare down to Disneyland though

 

[Nonsuch]

...My question is, has anyone dealt with AmexTravel before or had issues booking with them using a platinum Amex card?

DW had so many problems with Amex Travel, she stopped using them
The final straw was discovering a week before travel that a complete trip (air and hotel) were not booked (confirmations from months earlier were useless).