For the past two days, I have tried repeatedly to book a room at the HTL Kungstagan, and each time I hit the pay button, it filters and then tells me that they cannot process the transaction and to try later. I finally thought that I would try their sister hotel a few blocks away, and ran into the same problem. Then, thinking that perhaps all the lowest-priced rooms were taken, I requested a more expensive room. Still the same thing! I am using an AMEX card (no foreign transaction fees), which I know might be a problem at some locations, but their website has a radio button for AMEX cards AND told me when I typed in a wrong digit. So I think they are set up for AMEX. I don't know if their system is down or if this means they are sold out or what. I emailed them yesterday and heard nothing back today, and by now their customer service office is closed for the weekend. Have I waited too long to book (for late August)? Any thoughts? Thanks!
Posted by
Virginia, USA
5515 posts
Have you called AMEX to see if they blocked the transaction?
Posted by
OP
Orlando. FL
9 posts
Yes, I have actually had SEVERAL chats with AMEX. They have not blocked it, and my reservations with the airline went completely through. They tell me that they are not blocking it. They don't understand the problem either, other than to believe that it is on HTL's end.
Posted by
Rick Steves' Europe
16893 posts
With other cards, there often is a processing issue when the European site wants an extra layer of security, like Verified by Visa and MasterCard SecureCode. However, I don't see those logos on their site and not am sure that whether there is the same issue with AmEx.
You are using the 4-digit security code from the front of the card, not the 3 digits on the back, right?
These hotels also appear to be bookable through hotels.com and kayak.com, which would be less likely to have problems with international credit cards.
Posted by
OP
Orlando. FL
9 posts
Yes, I"m using the 4 digit code. I'm a long-time user of AMEX . Given that they have not responded to my email from yesterday, is it possible that maybe they are having some computer issues? IF they were out of rooms, would they say something to that effect? Because all I get is that the transaction didn't go through and to please try again.
Posted by
Rick Steves' Europe
16893 posts
I think that this is purely about credit card security and how well the computers talk to each other or don't, not an issue of room availability. Their booking calendar looks like it would be showing room availability in a pretty accurate manner.
Where are you booking from? From the USA and your own home computer? E.g., a fraud alert could be raised if you are currently on vacation in Mexico and trying to book something in Europe. That's probably not your case. I really would take a look at hotels.com; that site might also accept PayPal.
Posted by
OP
Orlando. FL
9 posts
Yes, I'm booking from my own computer here in the USA. Actually I tried from both my laptop and desktop. I tried to download their app onto my phone, but that didn't download (but maybe I just need to do that when I can take my time doing so). Thanks for your thoughts, Laura.
Posted by
OP
Orlando. FL
9 posts
Okay, just to follow up (as best as I can). For other reasons, I had a nice long chat with my AMEX company last night. Using the gold card they gave me, my reservations on Norwegian Air went completely through, so at least that one was safe. AMEX never even saw the charge from HTL, so the lady insisted that that meant that for some reason the company never pushed it all the way through (going back to wondering if -- despite the fact that the payment page had a radio button for AMEX - they might not accept AMEX). AMEX never saw it and therefore never had the chance to deny it -- had they even wanted to. I had really tried with the HTL website -- trying their sister hotel, trying a different priced room, just never able to complete the transaction. Finally, I gave up and booked with AirBnb, and that charge registered right away, so whatever was wrong seemed specific to HTL. I'm mostly kicking myself for going with AMEX -- I knew I wanted a new card that waived foreign transaction fees, but I'm betting that I should have gone with VISA or MC. Since I don't want yet another piece of plastic in my name, I'll live with the VISA I already have and hope I don't have to use it. Live and learn!