I understand but this is very unprofessional. It's like me buying a $10 item and accidentally handing a $20, then cashier saying too bad I closed the register already, nothing can be done.

A decision has been made by the property for a mistake that happened on the Hilton site, instead of providing customer service to correct it, the bottom line is feeling strong armed where they want to keep the cash and using this policy as a protection.

I'm a gold member and would think this was an easy way to provide resolution, instead with this service, it just leaves a very bad experience.

I would completely have accepted if this was an advance purchase i made and then decided to cancel, their policy would completely apply and i would not have created a fuss.

Thanks