Whether it’s a mysterious “no show” fee, double billing, or charges for services you never used, disputing a hotel charge can feel intimidating.
I’ve been through this process myself, and I’m happy to report that American Express has one of the most cardholder-friendly dispute processes out there. In this guide, I’ll walk you through exactly how to dispute hotel charges on your Amex card, when you should do it, and how to increase your chances of winning the dispute.
Understanding Hotel Charge Disputes on American Express
Before diving into the dispute process, it’s helpful to understand how common these situations are. In 2023, less than 0.035% of American Express Card Member transactions became disputes that reached merchants. That’s a tiny percentage, but if you’re dealing with an incorrect hotel charge, you’re probably not concerned with statistics!
The good news is that American Express resolves about 81.4% of “does not recognize” disputes using substitute receipts without even contacting merchants. This means many simple cases get resolved quickly.
When Can You Dispute Hotel Charges?
You typically have up to 120 days from the transaction date to dispute a hotel charge with American Express. However, certain situations may extend this timeframe:
- If you paid for services you never received
- If you returned items but weren’t refunded
- If you were charged twice for the same stay
It’s always best to act quickly once you notice a problem. The sooner you dispute a charge, the fresher the details will be in your mind, and the easier it will be to gather evidence.
Common Reasons for Hotel Billing Disputes
I’ve found that most hotel disputes fall into a few common categories:
Unauthorized Hotel Charges
These might include:
- Mini-bar charges you didn’t use
- Room service you didn’t order
- Parking fees when you didn’t have a car
- Resort fees that weren’t disclosed at booking
No-Show Fees
Many hotels charge a fee if you don’t show up for your reservation. If you canceled properly but still got charged, or if you were never informed about the cancellation policy, you may have grounds for a dispute.
Double Billing
Sometimes hotels accidentally charge you twice for the same stay. This can happen when:
- You pre-paid through a booking site but were charged again at check-out
- Your card was swiped multiple times during processing
- System errors resulted in duplicate charges
Poor Service or Misrepresented Accommodations
If the hotel room was significantly different from what was advertised or if essential services weren’t provided, you might have grounds for a dispute.
The American Express Dispute Process for Hotel Charges
Step 1: Try to Resolve with the Hotel First
Before contacting American Express, I always recommend reaching out to the hotel directly. This approach is usually faster and can avoid the formal dispute process entirely. Make sure to:
- Have your receipt and booking confirmation ready
- Speak with a manager who has authority to adjust charges
- Document the names of people you speak with and when
- Follow up in writing if the conversation doesn’t resolve the issue
Step 2: Initiate the Dispute with American Express
If working with the hotel doesn’t resolve your issue, it’s time to contact American Express. You can dispute a charge through:
- The American Express app
- Your online account at americanexpress.com
- Phone by calling the number on the back of your card
When you initiate a dispute, Amex will first try to resolve the issue directly with you. If they need more information, they’ll either:
- Send an Inquiry to the merchant (giving them 20 days to respond)
- Issue an upfront Chargeback (immediately crediting your account while they investigate)
Step 3: Provide Documentation
For the strongest case, gather and submit:
- Your original booking confirmation
- Receipts from your stay
- Any communication with the hotel about the issue
- Photos if relevant (like room conditions that didn’t match descriptions)
- Cancellation confirmations if disputing a no-show fee
Step 4: Wait for Resolution
American Express typically resolves disputes within 6-8 weeks, though simple cases may be handled faster. During this time:
- The disputed amount may be temporarily credited to your account
- You’ll receive updates about your case status
- You might be asked for additional information
Tips to Improve Your Chances of Winning a Hotel Dispute
I’ve learned that how you approach a dispute can significantly affect the outcome. Here are my best tips:
- Be specific about dates and amounts. Vague claims are harder to verify.
- Stick to facts rather than emotions. While your frustration is valid, focus on the specific billing error.
- Keep all documentation from your stay. Save everything from booking confirmations to checkout receipts.
- Take photos if there are physical issues with the room that don’t match what was advertised.
- Document all communication with the hotel staff about the issue.
How Hotels Respond to American Express Disputes
When you file a dispute, the hotel receives a Request for Information letter from American Express. They must respond by the reply date or face an automatic debit of the charge amount.
Hotels typically defend against disputes by providing:
- Signed registration cards
- Proof of stay (key card usage, security footage)
- Their cancellation policy documentation
- Records of attempts to resolve the issue directly
Preventing Future Hotel Disputes
While you can’t prevent all billing errors, these practices can help reduce problems:
- Take photos of your room upon arrival and departure
- Get written confirmation of any special arrangements
- Review the bill thoroughly at checkout before signing
- Ask for a final receipt to be emailed to you
- Keep all hotel documentation for at least 4 months
When American Express Might Deny Your Dispute
Not all disputes are successful. American Express might side with the merchant if:
- The hotel provides clear evidence you used the services
- You missed the timeframe for filing a dispute
- The charge falls within the hotel’s clearly disclosed policies
- You’ve already attempted to dispute the same charge before (re-disputes aren’t permitted)
Disputing a hotel charge with American Express doesn’t have to be stressful. By understanding the process, gathering the right documentation, and acting promptly, you can effectively challenge incorrect or unauthorized charges on your statement.
Remember that American Express generally has strong consumer protections, but your best first step is always to try resolving the issue directly with the hotel. If that fails, don’t hesitate to use the dispute process—that’s exactly what it’s there for!
Have you ever had to dispute a hotel charge? I’d love to hear about your experience in the comments below.