One star — completely unacceptable experience from a so-called luxury hotel.
I stayed at The Line Hotel Austin a month ago through the Chase Edit Program, which includes a $100 property credit and daily breakfast for two. At check-in, they acknowledged these benefits, and I used them throughout the week. At checkout, I double-checked with the front desk — they assured me I didn’t owe anything. “You’re all good,” they said.
A week later, I found three unexplained charges on my card totaling over $200. I had to call and chase them down, only to be told it was a mistake and I should’ve never been charged. They eventually refunded the charges — frustrating, but I let it go.
Then, today, a *month* after my stay, another random $130 charge shows up on my card with no notice. I called again, and after another round of back-and-forth, they claimed it was for an “amenities fee” they forgot to charge earlier, and this was them “reconciling” it. No warning. No explanation in advance. Just a charge, weeks later.
For a luxury hotel, this is not just disappointing — it’s absurd. The billing errors, the lack of communication, and the fact that they feel entitled to charge your card a full month later without so much as an email is beyond unprofessional.
Never staying here again. Total mess and a massive headache.