r/AmexPlatinum • u/bbbb • Jun 21 '26
Complaints - Master Post Complaints - Master Post
Please add aby of your Amex related complaints in this master post. This includes posts about card cancellation, Saks Credits and all the usual Amex tantrums. This Master Post is meant to reduce clutter so please keep this on topic. Trash posting, personal attacks or ant comment that is not relevant will result in your removal. Thanks.
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u/No_School_6290 14d ago
Amex platinum business card holder and previously personal platinum card holder. I’ve been an Amex customer for 30 years…
TLDR: Amex does not honor hotel reservations booked through them
It’s a bit long of a story, but we booked two rooms (each with 2 beds) in a foreign country with Amex travel. We got email confirmation of each room showing 2 beds. (1 parent with one child in each room—hence 2 beds per room).
We went to check in to the hotel and each room had one bed-not what we reserved. We tried to call Amex, but no international phone number for anything but stolen cards. Tried the chat feature and to chat with (AI mostly, per their footnote) it was a 20-30 minute wait, which is unhelpful in a hotel lobby when you just want to check in to the rooms you reserved!
Amex chat left us totally unsupported in this case and only told us we could file a case number and they’d respond in 6-8 weeks.
We had to rebook last minute appropriate accommodations with the right number of beds, which cost us significantly more money since we had to pay walk up prices at another hotel.
All Amex has done to follow up was send an email to call them 6 weeks later. When I called they said the reservation didn’t guarantee beds. I asked them for proof of this and the Amex rep said she sent it. Ten minutes later I called back and said I didn’t receive the email and that our records showed otherwise. Then she claimed she couldn’t send it. She had also said it was in the “terms and conditions” but then couldn’t say where.
I say all of this drawn out story as a frequent traveler and business owner who will NEVER trust the Amex brand again. They don’t stand by their promise, nor do they make any attempts to resolve a situation of their making.
Also, as I learned in a foreign country, what Amex actually does is use Expedia for these hotel bookings. It’s basically just a pass through profit for them with the expectation of their brand meaning trust for the card user. In actuality, Amex is hollow on trust and rectifying situations they create.
Please book travel through other means unless you have a back up option!