Refund was not credited

Discussion created by hungchoshek on May 28, 2019
Latest reply on May 28, 2019 by communitymanagers

Recently I stayed at one of Marriott's Hotel in Japan and had a price dispute in early April 2019. After communicating with the hotel and BRG department, I received an email on 14 Apr 2019 from a Senior Associate of BRG department. The email informed me that a refund would be credited by the hotel within 14 business days. 


It has been more than a month since the email. I had exchanged emails with the hotel and that Senior Associate.


They both claimed they are not able to reach each other. And thus I have no clue when I would get my refund. From the emails by the hotel, they seemed to be have no knowledge of the refund. 


Please suggest what should I do next. 

Thank you!