We have been staying at Hampton and Garden Inn hotels a lot recently and having trouble with sometimes getting a charge for premium internet even though we never selected it. Our stays have ranged from 1-5 nights and we seem to have issues with the longer stays (5 nights) but it is random days we are charged for (like 3 of the 5 nights). We only have checked and used the top selection box which you have to put in your Hilton HHonor number and pin number or the second selection box which is complementary access where you put in your room number and last name. We have gold status btw. We thought it was an issue with selecting the HHonor top one but had charges when we only clicked the complementary one. They say there is no issue with multiple devices as we have 2 laptops and 2 smart phones.

Anyone else have this problem or know why this is happening?

I haven't seen that happen to myself. I've had a few stays recently where I selected the premium one day to test it and the complimentary the rest of the time and didn't have any odd charges. Also I've had some stays where I only used the complimentary. I would contact the property in question and have them reverse the charges.

If it happens again, I would bring it to the front desk manager's attention as soon as possible. Likely, this would only be on the morning of the last day of the stay when the bill is slid under your door.

I've had this happen before but not exactly the same situation but where rather than a coupon code, I was told log in with my HHonors number and room number and despite being a diamond with the free internet perk, I was still billed for internet usage. Called it to the attention of the manager and the charge was promptly removed. I find that most hotel managers are fairly responsive if it appears that a mistake was made (either on the end of the guest or the hotel). If you don't find resolution there, would recommend you escalate the issue to the HHonors help desk as they usually can resolve these kinds of things fairly easily.

For my my most recent stay, I never even got a bill from the hotel. Thanks for reminding me to check it on line.

Nothing wrong with being careful, I've stayed at some Hiltons where I've had their van pick me up and then been charged for parking a car.

Bob H

Hi Salamander20, sorry to hear this. I agree with jsmith50's recommendation here. If you have any issues, know that you can always PM me with your name, HHonors number, and email and I'd be happy to work with my team to assist.

Don't waste 15 seconds on this. Dispute the amount of the fraudulent charge on your CC. If this happens enough, someone at the property will get tired of this and fix it rather than letting it slide.

Thanks for all of your input. I got two of the charges that I know of reversed and will dispute any others that surface. One when we saw it showed up on our credit card bill and another when we saw it on our bill that was slipped under the door. In both cases they expressed that they felt we were in the wrong and must have clicked and accepted the premium. We know we didnt.

The two times were both for a 5 night stay using points so it was points for the first 4 and the 5th night free. One was at a Hampton Inn and the other Garden Inn.

We love the customer service we have had through HHonors and the affiliated credit card but finding the same is not always true in dealing with the individual locations directly.

A little more background - We are currently on a road trip using points we have accumulated over the past couple years. We never bothered to look at the bill at any of our stops because we never did anything to incur a charge. Now that we know there is an issue we always check.

Actually I just realized it was 3 locations we have had issues with, all with a 5 night stay with points. I am not aware of any internet charged on stays less then 5nts but we have not got our cc statement to check.

I am uneasy as we have another 5 nt stay with points coming up soon and I hate to hassle with it again...

2 things.
1. Only contest CC charges if absolutely necessary.
2. Double check to make sure you aren't somehow clicking the wrong thing next time. Screen shot it if you need to as proof just to be one the safe side. Then check the folio on checkout. Many times on point stays I don't get a folio.

Thanks! Great idea to document it, so we can show what we did. Will do that on our next stay.