Aaron Champenoy

Review of The ART, a Hotel

Extremely disappointed and confused. I booked my 1...

Extremely disappointed and confused. I booked my 1 night stay for my wife and I using the AMEX travel portal. The reservation comes with AMEX Platinum perks(4pm checkout, drink & food voucher, full breakfast, etc.)
The hotel has the AMEX card on file and charged it for the room cost but informed us that since we don t have a physical card to use for incidentals(we haven t received one yet so can t present it) that they can t honor the perks. They offered to reimburse charges (on the same card not present) after we receive the card by doing a secure authorization(which would still never have them seeing or using the physical card) and no different then using the card on file since that is what they would be charging. I called AMEX travel concierge who explained the same thing to the manager but with no different result. We would have never booked the hotel knowing this ahead of time and being 6+ hrs away arriving at 11:00pm there was no way to cancel and go elsewhere.
This decision by the MOD is terrible customer service and makes no sense. There is no rational or logical thought behind it. The AMEX card is on file, good enough to charge the room fee, even good enough to charge for the perks(which then aren t perks) and be reimbursed, but not good enough to honor those perks without reimbursement. And reimbursing without ever having the physical card. It s double talk and making things difficult for no reason. I even have the full card info on Apple pay and AMEX website(full CC#, exp., full name, etc. that all matches the ID used to check in so to verify it s me and perks are only being used by actual card holder.
Would get better customer service just about anywhere else. My next trip to Denver, I won t be staying here again and will make sure to share my experience with friends, family and colleagues.
When you stay at a 4-star hotel, you d expect 4-star service. Definitely not the case at this over-rated bourgeois front of a hotel. Thanks anyways