DaysInn.com error caused bogus billing

DaysInn.com error caused bogus billing

DAYS INN ONLINE BOOKING AND CHARGES DISPUTE Joseph R. Kane, Jr., CHA

President , Days Inns Worldwide, Inc. 03/31/05 Dear Mr. Kane, I am writing to inform you of an unfortunate event regarding the Days Inn online booking system. I tried to book a room at the Satellite Beach location for a night the weekend of March 20th. I found the room I wanted at a reasonable price and proceeded to book the reservation. Once all of my information had been entered, I submitted the form, only to have the system freeze. I waited for it to “unfreeze” but I gave up after about 5 minutes.

I checked my email to see if it had gone through for a confirmation notice and number, but nothing came. I went back to DaysInn.com and tried again. The process repeated exactly as before. I hoped that there would be an email confirmation by the next day, but there was not. I called the reservations

number and was told that the property did not have the type of room I wanted available for the dates I needed. I did not mention the online difficulties since I assumed nothing had transpired because I had not received any confirmation via email or otherwise. I was shocked to receive notice from the Days Inn motel in Satellite Beach on March 28th, that I had not shown up for not just one but two reservations and that my credit card was being billed. I had no reason to believe that I had a reservation because Days Inn never sent me confirmation of such

reservation. Had I known that the transaction had been processed I would have canceled the duplicate reservation and my husband and I would have arrived for our brief vacation down the coast.

We had booked a couple of nights at the same location in December, but we had to cancel. For that

booking, the online process worked. I booked it online, received a confirmation number and an email confirmation. I canceled it online when it became clear that we would not be able to go, and received a cancellation number. This is how the system should have worked this time, but obviously it did not. I would never fail to show for a reservation, and if I were unable to keep the reservation I would cancel it in a timely manner.

I notified your customer service department on March 28th , and spoke with Jim (he refused to give me his last name) at ext. 7440, and followed-up today, March 31st. I have also notified American Express that I am disputing the charges. Kathryn

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