It s very unusual that they would charge your credit card already. I d say you need to phone your c.c. company about that. Any hotel should be able to cancel your reservation anytime before 6pm of the day of your reservation.This doesn t sound right. It could be the weekend staff isn t up on how to do those things, phone tomorrow during the day and speak to a manager. Oh, and you don t owe them an explanation. Just tell them you re calling to cancel a reservation. It s actually a courtesy on your part. And please ask about your card being charged!!
If you mean the reservation is for Nov 11, it s far too late to get any refund from the hotel. All reservations come with some cancellation penalties. In most cases, you can cancel a hotel reservation certain hours or days BEFORE the check in date. Check to see what the terms and cancellation policies are with your reservation to make sure the hotel has not overcharged If it s for Dec 11, cancel it right away.Not knowing the reason you re given the incorrect branch and location information, you might be able to get reimbursed by the person who screwed up.
Call them and ask them again, only this time you ll be speaking to someone different. Explain your situation in the calmest, most benign possible manner, basically tell them what they want to hear, while advocating your position. Very easy, go with your gut instinct and the people skills should flow. At this point, this new person may go ahead and cancel your reservation, or transfer it to another hotel. They should, considering it s in the same hotel chain. If not, ask to speak to a manager. Because you booked the wrong hotel, as part of the same chain, the manager will fix this up for you. Nothing is impossible, and everything is possible.
If you booked through Expedia/Pricline/Orbitx etc. You are SOL the hotel has nothing to do with it. They don t even have your card info. The online booking agency did it. That s what this sounds like since most hotels won t take an advance deposit unless there is a huge event in town.