Aug 12, 2016, 5:14 pm
Last edit by: beltway
For information on how to locate Hilton's current "walking" policies, see http://www.flyertalk.com/forum/16853805-post9.html and http://www.flyertalk.com/forum/16660591-post430.html
Does Hilton have an official policy for walking a Diamond?
Nov 13, 2017, 9:31 am
#91
Join Date: Jan 2017
Posts: 61
Call Hilton right away. Ask to speak to a supervisor. Tell them that you want to "initiate a formal complaint" against this property. Explain the situation, from the beginning, and stress the bad attitude of the manager. Charging you for the stay is either outright incompetence or retaliation and harassment for your action to enforce the terms of the Diamond walk compensation. Hilton should want to know about these actions.
Nov 13, 2017, 9:40 am
#92
Join Date: Apr 2010
Location: Pikes Peak COS
Programs: 3 Month Delta Plat, UA PP 2.4mm, Marriott Lifetime Titanium, HH Lifetime Diamond, National EE
Posts: 426
Call Hilton right away. Ask to speak to a supervisor. Tell them that you want to "initiate a formal complaint" against this property. Explain the situation, from the beginning, and stress the bad attitude of the manager. Charging you for the stay is either outright incompetence or retaliation and harassment for your action to enforce the terms of the Diamond walk compensation. Hilton should want to know about these actions.
Nov 13, 2017, 10:27 am
#93
Join Date: Feb 2013
Location: DCA
Posts: 7,769
Needless to say, regardless of the Hilton side, if the hotel charged you for this stay and it didn't happen, you should report it to the CC company and open a case on that end.
My understanding is that a chargeback investigation isn't exactly enjoyable for the merchant in question. The financial services companies don't mess around.
My understanding is that a chargeback investigation isn't exactly enjoyable for the merchant in question. The financial services companies don't mess around.
Nov 13, 2017, 10:41 am
#94
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
Needless to say, regardless of the Hilton side, if the hotel charged you for this stay and it didn't happen, you should report it to the CC company and open a case on that end.
My understanding is that a chargeback investigation isn't exactly enjoyable for the merchant in question. The financial services companies don't mess around.
My understanding is that a chargeback investigation isn't exactly enjoyable for the merchant in question. The financial services companies don't mess around.
Do file a dispute with the CC and let them get socked with the associated fees imposed by their processing company. We only had one chargeback where I worked and it was simply a notification. Now if we challenged it, then there was all sorts of documentation we needed to provide.
Nov 13, 2017, 11:17 am
#95
Join Date: Dec 2016
Posts: 246
Yes, in this case a chargeback is a good way to go. However, it is possible to get charged for a no-show, which is my guess how this happened. Given all the other mistakes made, I would not be surprised if someone went through the bookings for the night and saw this person did not check in and failed to look any further.
Do file a dispute with the CC and let them get socked with the associated fees imposed by their processing company. We only had one chargeback where I worked and it was simply a notification. Now if we challenged it, then there was all sorts of documentation we needed to provide.
Do file a dispute with the CC and let them get socked with the associated fees imposed by their processing company. We only had one chargeback where I worked and it was simply a notification. Now if we challenged it, then there was all sorts of documentation we needed to provide.
By all means do ask your card company to initiate a chargeback. But try not to get too carried away with fantasies of Hilton being spanked by their card processor. Hilton delivers rather more business to its vendors than I believe the previous poster's former employer did. As a result it is handled with kid gloves - even when it goofs.
Nov 13, 2017, 11:44 am
#96
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
By all means do ask your card company to initiate a chargeback. But try not to get too carried away with fantasies of Hilton being spanked by their card processor. Hilton delivers rather more business to its vendors than I believe the previous poster's former employer did. As a result it is handled with kid gloves - even when it goofs.
Nov 14, 2017, 7:22 am
#97
Join Date: Feb 2014
Posts: 921
A merchant chargeback is $25 or so. Merchants pay hundreds in credit card fees on a daily basis. They're not even going to notice the charge.
Last edited by jeffandnicole; Nov 14, 2017 at 7:28 am
Nov 14, 2017, 7:28 am
#98
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
Yes, trying to reconcile a merchant CC account is challenging, the notices we received made it clear there was a complaint. And, don't forget the original charge also gets yanked. Again, this is at the property level and not Hilton central so any money going out is likely to get scrutiny.
Nov 19, 2017, 4:44 pm
#99
Join Date: Apr 2010
Location: Pikes Peak COS
Programs: 3 Month Delta Plat, UA PP 2.4mm, Marriott Lifetime Titanium, HH Lifetime Diamond, National EE
Posts: 426
Latest update. Got my $200 check from Hilton corporate. Diamond desk gave me stay points. I have to go through chargeback procedure with my cc company. Latest talk to diamond desk who failed to get the hotel to reverse the charge was also shocked I didn't get put into another Hilton property, much less the fine dump they put me in.
Nov 19, 2017, 5:50 pm
#100
Join Date: Mar 2015
Posts: 1,989
Latest update. Got my $200 check from Hilton corporate. Diamond desk gave me stay points. I have to go through chargeback procedure with my cc company. Latest talk to diamond desk who failed to get the hotel to reverse the charge was also shocked I didn't get put into another Hilton property, much less the fine dump they put me in.
Nov 19, 2017, 7:33 pm
#101
Join Date: Apr 2010
Location: Pikes Peak COS
Programs: 3 Month Delta Plat, UA PP 2.4mm, Marriott Lifetime Titanium, HH Lifetime Diamond, National EE
Posts: 426
They gave me those too. Corporate has been beside themselves to take care of me. Each agent I talk to has been just blown away by the whole situation. Nice to be appreciated!