“I’m sorry but we don’t see you as a listed passenger on this flight.”

I heard that phrase 4 times on 4 separate flights from Fiji Airways on my trip to Fiji and Australia a few weeks ago.  What makes the situation even worse was that 2 of those flights were international.  Imagine standing in line at Los Angeles International Airport (LAX), feeling excited to board the plane to Fiji, then being told that you can’t board the plane because your reservation had been “cancelled”.

Eventually I was allowed to board most of those problem Fiji Airways flights, but just barely.  However, on my final Fiji Airways flight from Nadi to Melbourne, I was rerouted to Sydney because the airline had canceled my direct flight to Melbourne.  Just to make the flight, I had to rush through security to the gate.  Just before scanning my boarding pass, I asked the Fiji gate agent if someone could please contact my hotel in Melbourne, the Radisson Flagstaff Gardens to let them know that I couldn’t make my first nights stay.  The agent said that would not be a problem, took down my information, and I walked onto the plane satisfied that at least my hotel reservation was safe.

Unfortunately the airline never contacted my hotel.  Due to the flight rerouting, I had to stay overnight in Sydney, and with just a few hours of sleep, board a 6 am flight to Melbourne.  Upon arriving to the Radisson Flagstaff Gardens, I explained to the desk agent that I was really tired, that I had several flights cancelled, and just getting to the Melbourne and the hotel was difficult.  But the agent didn’t seem very empathetic to my situation, quickly informed me that the hotel never received a call from the airline and that since I didn’t notify the hotel within 48 hours of the reservation, I would loose 50,000 points for my first night’s reservation.

The Flagstaff Gardens is a block from the Victoria Market, but outside of that there are better hotels with better locations

Even if myself or the airline would have been able to contact the hotel when my original flight was canceled the night before, I still would have not made the 48 hour Club Carlson cancellation window.  I explained the issue to the manager of the hotel and asked for a refund of the 50,000 points.  She told me that it wasn’t her decision and that I needed to contact Club Carlson directly.  So after getting settled in my room, I called Club Carlson and explained the situation to them.  They told me that it was the decision of the hotel, not theirs.  So now I was given two opposite explanations of the situation.  The gong show that was my cancelled flights on Fiji Airways was now being compounded by a new issue with Club Carlson.

A few days into my reservation I spoke with the manager of Radisson Flagstaff Gardens and brought up the possibility of getting back my 50,000 points.  She said she would find out, and that I should check with her in a little bit.  Later she said that since the hotel was full during my missed stay, the hotel could not give me back any points.  But I was not going to give up.

When I returned back to the US, I wrote the hotel’s general manager and explained the situation to him.  He wrote back and also said he couldn’t do anything because his hotel full that night.  Then I called Club Carlson and they opened a case to contact the hotel and see if that might help.  They told me that I’d hear back within 48 hours, but I didn’t hear back for nearly 2 weeks – so I called them again.

After nearly a month of run-arounds, I finally got representative on the phone who located my case and relayed the message that I received 20,000 points back for my issue.  I told him thank you for finding the case, but that I wasn’t completely satisfied and asked his advice about what I should do next.  He said that his manager might he be able to take the matter further, and upon checking with his him, he was able to get 112,000 points back for me!  That refund is 62,000 more points than I was seeking, and I was really happy with the outcome.

Dealing with the Flagstaff Gardens in Melbourne wasn’t a good experience.  I was at best misled a couple times by the manager there, and lied to at worst.  The hotel itself wasn’t that great either, as even in my upgraded suite room on the top floor had some stains on the furniture, walls that weren’t soundproof, and some other issues.  Dealing with the manager at the hotel became frustrating, so during my stay in Melbourne, I switched hotels to the Grand Hyatt in the central CBD (central business district) and really happy with the new accommodation.  The Grand Hyatt is wonderful and my stay there was absolutely fantastic.

Grand Hyatt, nice room with a view

I’m thankful for the Club Carlson representative and manager who made my situation right, but I’m also disappointed at my experience in Melbourne.  I’m not high on the Club Carlson program, but I do receive 2 free nights there for a $75 annual fee, plus I earn enough points each year for dozens of free stays.  So while it’s not my favorite award program or rewards card, but I’ll keep both as long as I feel there is enough benefit from the program.

I doubt I’ll stay at the Flagstaff Gardens again, but through the experience I did reinforce an idea that is central to my DNA:  don’t give up.