URGENT : Error while booking hotel reservation - Double booked hotels

[abhnara]

Greetings, 

I am on international travel to Bologna from the United States and I had made the reservation for flights and hotel in March for a June trip. 

First, my connecting flight from FRA to BLQ was cancelled without any notice and it was a hassle for me to get myself rebooked on a flight to Bologna (which was 9 hours later). During the process of rebooking, and FCM agent (travel agency) communicated that my hotel booking was cancelled as well, which left me without a place to stay for the night.

I had booked a hotel from June 2nd to June 4th by creating a separate trip and that worked. From June 4th to June 9th, I tried to modify my existing trip to Bologna and book a hotel. At the time of booking, it returned an error message " You are not allowed to make changes to the trip at this moment". As a result, I did not continue with hitting the Finalize Trip button and was under the impression that I did not have a hotel booking for June 4th to June 9th.

I proceeded to create a new trip from June 4th to June 9th and booked another hotel, and I hit the Finalize Trip button this time. 

However, it turns out that CONCUR had made both those reservations, and now when I am trying to cancel one I am being forced to pay a penalty of the full booking charges, as the reservations were non refundable.

It is completely unfair and unethical to have authorized a booking without me hitting the Finalize Trip button and when there was an explicit error saying that I can not modify my trip. I am being forced to shell out $1500 from my pocket for something I did not authorize.

I request you to please look into this and help me resolve this issue without having to pay a penalty.

Thanks

[asansolo]

Hi @abhnara , thank you for reaching out and I am sorry for the situation you are in. I recommend reaching out to your Concur Administrator within your organization or, if you aren't sure who that is, your direct manager so a Concur Support case can be opened with the proper urgency and our support engineers can review the relevant logs. This should be done asap as those logs are only available for about 7 days. 

[KevinD]

@abhnara to add to this, the system should notify you if you are booking a duplicate reservation to prevent things like this from happening. 

The booking that was canceled due to the flight from FRA to BLQ, which nights were these for? Also, what was the full date range of the original booking that you did?

[abhnara]

Hello Kevin, 

Thanks for the response. Unfortunately, I did not receive a message in the system regarding the duplicates.

In fact I was not aware of the reservation from June 4th to June 9th at the Best Western until I checked in at the hotel.

The booking at The Social Hub, Bologna was cancelled by the hotel itself as they mentioned that the credit card on file did not work.

The FCM travel agent removed it in my profile so I could book another hotel for that date.

Regarding the cancellation from Social Hub, I did not receive any notification regarding the cancellation, in which case I could have provided an alternate credit card which could have worked.

Thanks

With Regards

Abhinandhan