Originally Posted by
s0ssos
Well, it depends on the customer. Most of us here use credit cards for hotels (as did the OP). Some people (as it gets reported in the news when their bank account balance is depleted) use debit cards. Some people also don't have thousands of extra dollars sitting around for fun.
That's certainly a valid concern. But I'd argue that if anyone is in that situation, they should be calling the hotel and not simply sending an email or message through the Hilton app. Emails/messages can end up sitting in an "in" box; phone calls usually get you the instant attention of a person.
Originally Posted by
Wanderlust888
I didn't call the hotel. I didn't have much confidence in the frontline staff, based on conversations when I was there.
I am also lazy and the Hilton app makes it much easier to leave a comment in the feedback section than call the hotel and try to find the name of the right person to speak to, wait on hold etc.
I did however call the Diamond Desk and am happy to say that the hotel has now made the appropriate refund and communicated this to Guest Assistance/Diamond Desk. No apology or direct communication from the hotel though.
I would not have gone down the chargeback route easily though, for fear of losing my Hilton Honors account.
For future reference, this sort of issue isn't one that will be handled by a frontline staff member. Typically, a Supervisor or Manager would be in charge of investigating and making adjustments to folios that are already closed.