Q: I booked a weekend trip for early September last year to the Miraval Berkshires, an all-inclusive resort in Lenox, Massachusetts. It was my best friend's birthday, and my sister was initially going to join us. She could not make it, so I notified the hotel well within the time allowed to modify my reservation without penalty.
Rather than three nights and three people, it would be two nights with two people. Since Miraval is all-inclusive, the property charges per person, per night. The hotel charged me for three people.
I noticed the extra charges when I checked out, and a representative first told me I would be refunded. A few days later, another hotel representative told me I would not be refunded. After trying to have this resolved for over a month and requesting a detailed breakdown of costs per night .
.. their billing department offered to refund $290, which is about 1/10 of the overcharges.
The Miraval team had offered such a poor resolution, and even then, the $290 wasn't refunded. Now they have stopped responding to my emails. Can you help me get the $2,500 in overcharges refunded? — Dalia Hamzeh, Braintree, Massachusetts A: Miraval should have charged you for two nights for two people, as you requested.
If it overcharged you, then it should have quickly refunded the charges instead of stringing you along and giving you the silent treatment. You did the right thing by calling the resort to cancel your sister's stay and sending a follow-up email. This creates a ne.