Double charged (adv. purchase and checkout)
Jun 14, 2016, 2:48 pm
#1
Original Poster
Join Date: Mar 2014
Location: San Francisco
Posts: 1,351
Double charged (adv. purchase and checkout)
Has this happened to anybody else recently? I stayed this weekend at a Hampton Inn. I had booked a prepaid rate (HHonors Advance Purchase promotion in May) and my credit card was charged.
On checkout I didn't pay close attention to the emailed receipt. Today I was checking if the points from the stay had been awarded, I opened the receipt and saw that there was no mention in it that the stay had been prepaid. I looked at my credit card account and, sure enough, there is a (still pending) authorisation for the whole amount of my stay. I have called the hotel, spoken to the manager and they have told me that they would investigate and call me back (it seems they didn't get the money from Hilton). They have asked for the reservation confirmation email (which says that it is a prepaid rate).
I was wondering whether this could be a glitch of these HHonors Discount Advance Purchase fares.
On checkout I didn't pay close attention to the emailed receipt. Today I was checking if the points from the stay had been awarded, I opened the receipt and saw that there was no mention in it that the stay had been prepaid. I looked at my credit card account and, sure enough, there is a (still pending) authorisation for the whole amount of my stay. I have called the hotel, spoken to the manager and they have told me that they would investigate and call me back (it seems they didn't get the money from Hilton). They have asked for the reservation confirmation email (which says that it is a prepaid rate).
I was wondering whether this could be a glitch of these HHonors Discount Advance Purchase fares.
Jun 14, 2016, 2:55 pm
#2
Join Date: Nov 2013
Location: LAX, LGB, SNA
Programs: AA EXP OWE, DL DM ST+, AS MVPG, UA, BA, WN CP, Hyatt E, Ritz Plat, HH GM
Posts: 3,185
Has this happened to anybody else recently? I stayed this weekend at a Hampton Inn. I had booked a prepaid rate (HHonors Advance Purchase promotion in May) and my credit card was charged.
On checkout I didn't pay close attention to the emailed receipt. Today I was checking if the points from the stay had been awarded, I opened the receipt and saw that there was no mention in it that the stay had been prepaid. I looked at my credit card account and, sure enough, there is a (still pending) authorisation for the whole amount of my stay. I have called the hotel, spoken to the manager and they have told me that they would investigate and call me back (it seems they didn't get the money from Hilton). They have asked for the reservation confirmation email (which says that it is a prepaid rate).
I was wondering whether this could be a glitch of these HHonors Discount Advance Purchase fares.
On checkout I didn't pay close attention to the emailed receipt. Today I was checking if the points from the stay had been awarded, I opened the receipt and saw that there was no mention in it that the stay had been prepaid. I looked at my credit card account and, sure enough, there is a (still pending) authorisation for the whole amount of my stay. I have called the hotel, spoken to the manager and they have told me that they would investigate and call me back (it seems they didn't get the money from Hilton). They have asked for the reservation confirmation email (which says that it is a prepaid rate).
I was wondering whether this could be a glitch of these HHonors Discount Advance Purchase fares.
Jun 14, 2016, 3:06 pm
#4
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
Check your CC statement and you should see the property actually processed the advanced payment and not Hilton. The FDC probably ran your CC for approval in case of incidentals and should show as pending. Your folio should show an initial credit on the account with charges making up the stay expenses. Any difference should be charged to your card. If there were no incidentals the authorization should cycle off.
This is a good reason to not use a debit card at a hotel as that's money out of your account until it posts or clears. As it is, it's a reduction of your credit line.
This is a good reason to not use a debit card at a hotel as that's money out of your account until it posts or clears. As it is, it's a reduction of your credit line.
Jun 14, 2016, 3:11 pm
#5
Original Poster
Join Date: Mar 2014
Location: San Francisco
Posts: 1,351
Check your CC statement and you should see the property actually processed the advanced payment and not Hilton. The FDC probably ran your CC for approval in case of incidentals and should show as pending. Your folio should show an initial credit on the account with charges making up the stay expenses
Anyway, I'm not really worried since it is not a huge amount that would have an impact on my credit line while the issue is solved, I was mostly curious to see if it had happened to anybody else.
Jun 14, 2016, 3:21 pm
#6
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
No, Hilton processed the advanced payment and my folio does not show the initial credit, that's the point. The hotel have treated it as if it wasn't a prepaid rate, it is not just the usual authorisation for incidentals.
Anyway, I'm not really worried since it is not a huge amount that would have an impact on my credit line while the issue is solved, I was mostly curious to see if it had happened to anybody else.
Anyway, I'm not really worried since it is not a huge amount that would have an impact on my credit line while the issue is solved, I was mostly curious to see if it had happened to anybody else.
Good luck.
Jun 14, 2016, 4:02 pm
#7
Original Poster
Join Date: Mar 2014
Location: San Francisco
Posts: 1,351
Quick resolution: The hotel has called me back saying that they have removed the charge. Their explanation: "It was something new [Hilton] started, so we just weren't sure whether we needed to charge you or not".
I agree with RogerD408 that my previous adv purchases had been charged by the property, so it seems like there actually was some change in how they process it (or there was something different for this particular rate) and the property made a mistake.
I agree with RogerD408 that my previous adv purchases had been charged by the property, so it seems like there actually was some change in how they process it (or there was something different for this particular rate) and the property made a mistake.
Mar 2, 2017, 7:01 am
#8
Join Date: Oct 2013
Location: LON, MAD
Programs: KE MC Premium, BA Gold, Hilton Diamond, AZ FA+, Melia Gold
Posts: 305
Not sure if there's a more appropriate thread on this, couldn't find one...
Have been charged twice - once by Hilton AdvPurch Memphis and once by the actual hotel, for a stay coming up in April.
Been on the phone for ages to CS but no one seems to have any idea what has happened. Never experienced this before.. the answer seems to be that they will 'send an email to the hotel requesting a refund' - but nothing more concrete than that..
Any tips?
Have been charged twice - once by Hilton AdvPurch Memphis and once by the actual hotel, for a stay coming up in April.
Been on the phone for ages to CS but no one seems to have any idea what has happened. Never experienced this before.. the answer seems to be that they will 'send an email to the hotel requesting a refund' - but nothing more concrete than that..
Any tips?
Mar 2, 2017, 1:57 pm
#10
Join Date: Jan 2016
Location: VPS, previously SEA and PIT
Programs: DL Diamond/1MM, Hilton Diamond, Hertz President's Circle
Posts: 1,199
Jul 5, 2017, 4:33 pm
#11
Join Date: Sep 2012
Programs: UA
Posts: 1
Double charged (adv purchase with points and at checkout)
Same thing just happened to me at two separate Hampton Inns this weekend.
I booked the stay using only HHonors points, but after checkout I was charged for the full rate. As the previous poster mentioned, it wasn't just the usual hold for incidentals -- the charges posted.
This occurred at two separate Hampton Inns in the exact same way which leads me to think there's a systematic issue.
Anyone else experience this?
I booked the stay using only HHonors points, but after checkout I was charged for the full rate. As the previous poster mentioned, it wasn't just the usual hold for incidentals -- the charges posted.
This occurred at two separate Hampton Inns in the exact same way which leads me to think there's a systematic issue.
Anyone else experience this?
Aug 14, 2019, 9:29 am
#12
Join Date: Apr 2012
Location: DTW/MBS
Programs: UA 1K, HHonors Diamond, Hyatt Globalist, Formerly Starbucks Gold
Posts: 3,525
This just happened to me (or rather I'm just noticing). I called the hotel and they said I was correct and would reverse the charge. Sucks that the onus falls on me, but at least I caught it.
Last edited by BThumme; Aug 14, 2019 at 9:40 am
Aug 14, 2019, 10:34 am
#15
Join Date: Apr 2012
Location: DTW/MBS
Programs: UA 1K, HHonors Diamond, Hyatt Globalist, Formerly Starbucks Gold
Posts: 3,525
I used the mobile key check in, never talked to an agent and no swiping my card. The receipt from my stay shows the charge on my checkout date, no mention of prepay anywhere on it. It was the card I prepaid with, which I also do not think is on my hilton profile.