Hilton HHonors - Problems with Hilton guest assistance

Wondered if anyone here could assist.

Booked a room early June for stay mid June in Hilton Moscow. Booked thru US based telephone reservations agent (I am in the UK)

Was quoted the same price for both nights as I'd seen online, equivalent to £262. Agent confirms the figure is inclusive of taxes and requests confirmation to debit my card (payment in advance & non refundable)

Two days later notice on email confirmation that equivalent to £319 was debited. Hilton GA insist it was the taxes. I insist the agent gave me the £262 inclusive of taxes. We go round in circles repeatedly.

Three weeks on and still no resolution. Been promised callbacks from supervisors, never got them. Every time I chase I learn my files been closed despite having had no reponse. So I've started recording the calls with the various promises made.

Frustratingly no one at Hilton is prepared to meet the very reasonable request of listening to the original call to see what rate was agreed. Instead they fob me off to the hotel front desk and generally do everything they can to deliver poor service.

I'm Gold although this is fairly irrelevant. I'm convinced of the fact something erroneous has gone on here. Any ideas how to escalate? All I've been able to do thus far is acquire the email address for a supervisor within GA but even she hasn't reverted.

Thanks in advance. It's only a matter of ~£50 but it's the principle. A rate is agreed, it should be honoured.

I would suggest contacting your CC and explain your situation to see if they can provide any assistance. It's funny how fast some merchants are when you take away money they thought they had.

It's getting to the point we may need to start recording all conversations when people make promises that they won't/can't keep. I've read stories of companies not taking responsibility for employee statements just like the IRS makes it clear statements by agents are not binding. ???

Thanks Roger D408. I spoke to Amex and it was a challenge getting them to play ball despite what I feel is a pretty straightforward case. They require receipts indicating the rate offered which of course I dont have! Anyway they have sent out a form which I will fill out and claim the difference for. Fingers crossed.

What is astonishing is Hiltons refusal to investigate this and listen to the original call recording. All the evidence lies within a 2 minute call.

I am totally and utterly puzzled by their stance here.

Mmm strange. Post this on FT and having met nothing but resistance until now, almost simultaneously get an email back from a GA Supervisor profusely apologising for the whole saga and refunding the difference. Quite a relief.