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My wife and I stayed at one of the qualifying hotels and during check-in I inserted my AMEX card in the PoS machine and also added my PIN number. I had the offer activated on my AMEX card where I would spend £250 or more, get £100 back.
We spent a total of EUR 316,40, and at checkout I was asked if I would like to charge it to the Amex card, to which I replied: yes. Now comes the issue.
Amex is claiming that the transaction was made through an online payment facilitator (3C PAYMENTS), and because of that, I’m not eligible for the offer. (see the attached conversation with AMEX support).
My understanding is that the transaction was made in person, with my card in the machine, so it should qualify. Upon calling the hotel this morning for clarification, I was informed that this is the ONLY way the hotel can charge guests.
I read the terms and conditions multiple times to certify that I would qualify for it, and now they are refusing to pay because of something that is out of my control.
How do I solve this pickle with Amex?
I’ve had a similar 3C Payments issue at a Tivoli hotel in Lisbon, which hasn’t credited on the Minor Hotels offer. Was hoping it would clear in a few days, but now feeling less than confident.
Has anyone managed to get this resolved successfully?
3C is usually not a problem. Amex agents are usually clueless and I’d just Wait a bit longer to see if the offer credits before escalation.
@moleculardev – it’s a bit early to be chasing this; the transaction may yet track. Unfortunately Amex’s system for recording these offers is hopelessly behind the changes in payment systems across Europe. If it hasn’t tracked after 30 days, chase Amex, if necessary by way of a complaint. They will likely send you a lengthy response saying you didn’t comply with the terms and at the end give you the equivalent credit as a GOGW.
If you do end up complaining, obviously you need to make it clear that you have complied fully with the terms of the offer (as demonstrated by the date and invoice showing the checkout spend) and the issue lies with Amex’s defective implementation of the offer and failure to work with the eligible locations, not any error by the cardholder.
Is the offer still showing in your “saved” section? If so, take a screenshot of it in case Amex starts playing hard ball and challenges you to prove that you had it in the first place (this happened to me last year). As noted, it is a bit soon to be challenging Amex over this – they usually say you need to wait 90 days or whatever it says in the Ts and Cs.
If you want a serious and competent response, you’ll probably need to call or write to head office in Brighton.
I have found the hotel cashback offers to take quite a while to credit, certainly more than the 1 week since your transaction. I would guess that it’s going to go through fine (as 3C transactions have done in the past in my experience). Amex chat’s potentially inaccurate response is just muddying the waters!!
I have found the hotel cashback offers to take quite a while to credit, certainly more than the 1 week since your transaction.
It’s wildly inconsistent too. We split a Hyatt bill across two cards (i.e. near-simultaneous transactions). One credited in about a week, the other took a month.
I can’t fathom how they’ve managed to implement it like that unless they are sending a sample of transactions for manual review (with a lengthy queue) or doing some nefarious testing to see how long they can hold on to the cash before generating operational costs.
I did wonder if you might’ve fallen just short of £250 because of fees but you’ve clearly spent over.
Agree with all the above it’s just too early.
3C shouldn’t be a problem many hotels use it to process payments and all I have ever had worked eventually.
Thanks for sharing your experience. I am also having issues with Andaz Pattaya as I did provide my card details for the front desk to be charged for 2 payments which shows address of the hotel, etc. (except the map).
Unfortunately, the credits never arrived; obviously questioning Amex CS and was told those 2 payments were made online and not chip and pin. Fair enough. I then did another (1) payment using the link provided by the hotel but this time it shows clearly an online payment (something like OPN).
As I am already in Thailand, I will just pop by to make the transactions in person using chip and pins. I am not sure though if this would suffice to argue with Amex (if the credit does not trigger) as my stay is not until April.
I had a 3C payment with a restaurant that didn’t track previously even though it was a chip + pin payment. AMEX initially refused the cashback claim but when pressed and I explained the chip + pin payment, they paid out.
It’s definitely random how it works. I stayed at Hyatt Nice last Monday, 1 night booked through Emyr with the relevant Amex given to Emyr to guarantee the booking. When I checked in they asked if they could use said Ames for any extras, I agreed, didn’t give them my physical card, and as I was walking to the lift I got the email confirming I had triggered the offer…
On check out the following day they asked to charge that card, I agreed and again didn’t give the actual card. Transaction appeared two days later as a 3C and the credit appeared the following day…
These things havent been this quick for me for years so thought they may have improved their systems… seems they have but is pot luck which is not ideal.
Anyway hope this datapoint helps and give it a bit more time before complaining
It’s definitely random how it works. I stayed at Hyatt Nice last Monday, 1 night booked through Emyr with the relevant Amex given to Emyr to guarantee the booking. When I checked in they asked if they could use said Ames for any extras, I agreed, didn’t give them my physical card, and as I was walking to the lift I got the email confirming I had triggered the offer…
On check out the following day they asked to charge that card, I agreed and again didn’t give the actual card. Transaction appeared two days later as a 3C and the credit appeared the following day…
These things havent been this quick for me for years so thought they may have improved their systems… seems they have but is pot luck which is not ideal.
Anyway hope this datapoint helps and give it a bit more time before conplaining
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