Originally Posted by hotturnip

Hilton Garden Inn Dallas Market Center--
I had a breakfast charge one day and a dinner the next; nothing the last two days.
When I checked out, I had to demand a printout of charges, since the emailed receipt that morning only included this:

Made no sense. And why don't hotels automatically go over the bill before checkout? 99% of them these days just say, "You're all set!" without your knowing a damn thing about the bill.

Anyhow, the actual bill had the room/tax and $6 at the cafe (the breakfast minus $10) and another $26 at the cafe. I asked why the credit wasn't applied to the second charge. Clerk was confused and said, "Don't worry--it will show up after you check out." No, my dear--I WILL worry. She kept insisting it was only a technical thing, but was completely unable to explain why one charge was adjusted and not the other. Finally got a manager involved. The manager was puzzled and ultimately blamed it on night audit. She credited my folio $10 before charging it. We discussed the bizarreness of the credit. I asked why they didn't SHOW the $10 as a credit on the folio each time it was used. She said Hilton didn't want it done that way.

Here's what they're doing, at least at this property: night audit is dropping the restaurant charge by $10 simple by changing the amount, then posting that $10 amount on a separate folio as a charge, and applying the credit there. Not transferring, though. Completely absurd.