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My experience with @Citi Trip Cancellation Claim | Points Enthusiast

My experience with @Citi Trip Cancellation Claim

Citi Premier

Trip Info:

Dec 24th – Dec 27th 2015
No air travel involved.
Hotel Booked with Best Western at Big Bear for 3 nights which had a min of 2 nights stay.

Why we had to file the Trip Cancellation Claim?

On the day of travel our toddler had symptoms of high temperature & we decided not to travel which was a sensible decision at the point.

What did the hotel charge us?

The hotel considered us a no show & charged us for two nights. Being the Christmas weekend the price was already high & paying for a hotel stay for not being there hurt us a bit. 
I did book the room where I could have cancelled 24hr prior of arrival but just not on the day of arrival.

We thought @Citi would help out! (Bummer – not really)

I realized that I had made the booking with Citi Thankyou Premier card & I remembered this citi card had some sort of Trip Cancellation service

Road to Coverage Denial

Logged into the citicards website & looked up benefits section for Citi Thankyou Premier card.
Included on your card
Conditions How to File a Claim

Got carried away with info provided here & decided to send in the claim form without reading & making sense of finer details.  Sent in the Claim form on 12/28/2015.
Trip Cancellation Form

Received the first response from Citi on 12/29/2015 & responded to the email within a couple of hours. There was no mention of Hotel info in this series of question. Everything was related to travel.
first citi email response

Received another Claim form & few more questions from IDS Property Casualty Insurance Company on 12/30/2015. Responded to this email on 01/06/2016. Delay response was because I kept wondering whether I should go forward with this process or not. Somewhere I knew this isn’t going to workout.
Final Denial email

Final denial email from AMPIDS Property Casualty Insurance Company on 01/12/2016
IDS email info

Even though I knew this isn’t going to work after the first email, Citi gave me a glimpse of optimism by going forward with the full claim process. Appreciate the sincerity & timely response from Citi but I think it would have been better if they have cut to the chase right after the response to the first email questions.  Bummer but at least now I know that I cannot rely on Trip Cancellation benefit from Citi for Hotel Cancellation.

This is not aimed to find fault at Citi but just a data point for users who assume Citi Trip Cancellation covers hotel as well. 

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