How Do I Dispute a Charge with Sheraton?

When you stay at a Sheraton hotel or resort, you should generally find only the rates and charges you knew about when you checked in on your bill. However, you could find surprise charges on your bill in certain circumstances, such as if Sheraton property was damaged while you stayed there or if you ordered room service. If your Sheraton bill had a surprise charge that you believe was inappropriate, you may want to try to get your money back by disputing the charge.

Collect Any Proof That the Charge Was a Mistake

Before you dispute the charge, you should get together whatever proof you can find that the charge was a mistake. If you were charged a higher rate than you expected, find something that mentions the lower rate. If you have any pictures showing that your room was already damaged when you arrived, make sure you save them. Save a record of any conversations you have about the charge with any Sheraton employee.

Disputing a Charge With Sheraton

After you find whatever proof you can, begin the dispute by contacting Sheraton's customer service department and telling a representative about the charge and why you think that it was a mistake. The Sheraton representative is unlikely to be able to refund the charge themselves, but they will get the people who can make a decision about it involved. Just keep in mind that the dispute process could be a lengthy one.

Making a Chargeback Request With Your Bank

If Sheraton decides that the charge was justified and you still disagree with it, you can dispute the charge with your bank. This sort of dispute is called a "chargeback." Once you initiate a chargeback, your bank will start investigating the charge. If it decides that you shouldn't have been charged, it will give you a refund, regardless of what Sheraton thinks. However, you can't start the dispute by initiating a chargeback. If you don't start by talking to Sheraton first, your bank won't permit the chargeback.

To begin, talk to one of your bank's customer service representatives and explain the situation. Every bank has its own investigation process for chargebacks, but no matter which bank is yours, it will probably be a lengthy process. After you begin, your bank will inquire with Sheraton's bank about the disputed charge and may, based on its initial findings, give you a provisional credit while it finishes the investigation, which is a refund you will have to return if your bank sides with Sheraton about the charge.

Suing Sheraton in Small Claims Court

If the chargeback doesn't work out for you and you aren't willing to give up the fight, your last chance is filing a suit against the Sheraton hotel or resort in small claims court. Different court jurisdictions have different rules and processes for this. Look them up on your jurisdiction's website.

Contacting Sheraton

To contact a Sheraton customer service representative, you will have to use the phone. There are no online contact options for Sheraton's customer service department.