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Monday, 19th February 2018

in Bee Cave TX 78738

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Sonesta in credit card glitch - latest update


The new Bee Cave Sonesta Hotel has had a computer glitch which has led to lots os people, many of them local, to have seen duplicate credit card harges appear on their accounts.

In a conversation with the Hotel GM John Dallas we found out the following;

1. A recent Oracle system upgrade triggered a glitch which resubmitted some but not all of their credit card charges back to the time they opened - he estimates about2/3

2. They are waiting on Credit Card company reports to issue refunds, which should take 2-3 days.

3. The speed you see the credit will depend on your card company's systems and may take up to 10 more days or until month end to appear.

They are working hard to fix the problem and seem most apologetic about it.


Update statement Sept 23

"On behalf of Sonesta Bee Cave Austin, we are aware of duplicate transaction charges relating to Meridian 98 on 9/16 and apologize for any inconvenience this has caused you. We have refunded the duplicate charge with our credit card processor and have sought a speedy resolution for this issue. Most credit card issuers will process the credit within 3-10 business days; some may not process until the end of your next billing cycle. This timing depends on the issuer of your credit card.

We identified a vendor system upgrade as the cause of the duplicate postings to Meridian 98 guest credit card accounts. The duplicate charges were all processed by mistake from the vendor on Wednesday evening and the resolution of credits were processed at the hotel by Friday afternoon. We have taken immediate measures to assure this won't happen again.

If you need further assistance, please contact the hotel directly at 512.483.5900. To those who provided Sonesta with your name and a best number to return your call with an update, we are in the process of contacting each of you individually to notify you that the issue has been resolved."


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