Hi Mark, I'm so glad you reached out. My name is Bronwen, and I am the Front Office Manager of the hotel. I am so sorry about the experience you had with us. When I was informed of the situation yesterday, I immediately looked into your reservation, and saw the charge you mentioned and quickly realized it wasn't supposed to be there. I have already refunded the charge but was unable to contact you further because we did not have any of your contact information to explain what happened. It seems that our system had posted an automatic payment and had seemed to think that there was an upgrade request, when in fact there had not been. Due to the nature of our computer system, our front desk agent was unable reverse the charge at that time. I do sincerely apologize for the inconvenience this posed on your day, and that you feel that you were disvalued as a guest. I can assure you that we do not feel that way. If you would like an updated receipt for your stay to show the refund has been processed on your end, please reply back with the email address that will work best for you. I hope you're having a wonderful day, and look forward to your response.