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I was billed twice for my room. How do I fix this?

When Mary Anne Morgan stayed at a boutique hotel, her online travel agency charged her twice. Can she get one of the payments back, or does get to keep it?

Mary Anne Morgan was billed twice for her room. Can she get her money back?Gabby Jones/Bloomberg

Q. A few months ago, I stayed at The Rigdon House, a boutique inn in Cambria, Calif., which we reserved through I indicated I would pay for our accommodations at the time of arrival. I paid the hotel when I checked in. Then I got a second charge on our bank statement that was generated by

I’ve spent five weeks trying to get to refund the $1,057 that they billed me. I’ve communicated via emails, chats, and phone calls, all with different sales reps who requested we send the same documentation. I’ve sent the documentation three times now.

Advertisement assured me a manager or supervisor would get back to me, but no one did. I’ve talked with someone at the hotel numerous times as well, and they even contacted on my behalf. told the hotel that my refund had been processed, but it hasn’t.

I want to be refunded for the $1,057 that incorrectly charged me. Can you help?

MARY ANNE MORGAN, Berkeley, Calif.

A. Clearly, you shouldn’t have been charged twice, but equally clearly, you were. Someone at should have reviewed this and fixed it quickly. Instead, the process has dragged on for months, and you’re still out $1,057.

How did this happen? You can make a reservation on and pay when you arrive. But in your case, it looks like someone — it’s not clear who — made a second reservation in your name. Both reservations were in the system, and charged you for both.

Although your case is complicated, a knowledgeable agent at could have probably resolved this quickly. But as far as I can tell, sent you a series of possibly automated responses in regards to your complaint. The representatives did not fully understand your problem. In the end, sent a refund to someone else’s credit card.


To break through the automated emails and the AI customer service, you have to appeal your case to someone who can help. I list the names, numbers, and email addresses of the top executives on my consumer advocacy site, I also have a detailed explanation of the refund process to help you get through it.

I contacted on your behalf. Less than a week later, you received a full refund.

Christopher Elliott is the founder of Elliott Advocacy (, a nonprofit organization that helps consumers solve their problems. Email him at or get help by contacting him at