Reward night stay but credit card was charged
#1
Original Poster
Join Date: Aug 2014
Location: San Francisco
Programs: AA EXP, HH Gold, SPG Gold, Marriot Silver
Posts: 39
Reward night stay but credit card was charged
Hi everyone,
I had my first experience in redeeming HHonors points for a reward stay and currently facing some issues.
I reserved a stay at Hampton Inn in Manhattan (32 Pearl Street) for one night stay for a total of 29,000 points and no cash. I thought it was a good deal because normally hotels in downtown NYC costs 40,000+ points.
But after the check-out, I realized that my credit card was charged for the full price ($140) and received an email invoice for that amount.
I contacted both the hotel and the guest services, but both of them insisted that I reserved the room under "points and discounted rate" and the extra $140 was the discounted rate (which is already odd because I believe the cash price of the same night was only about $120).
Attached is a part of the reservation confirmation that I printed at the time of booking. Could someone with more experience take a look and let me know if there is anything that I'm not following?
I had my first experience in redeeming HHonors points for a reward stay and currently facing some issues.
I reserved a stay at Hampton Inn in Manhattan (32 Pearl Street) for one night stay for a total of 29,000 points and no cash. I thought it was a good deal because normally hotels in downtown NYC costs 40,000+ points.
But after the check-out, I realized that my credit card was charged for the full price ($140) and received an email invoice for that amount.
I contacted both the hotel and the guest services, but both of them insisted that I reserved the room under "points and discounted rate" and the extra $140 was the discounted rate (which is already odd because I believe the cash price of the same night was only about $120).
Attached is a part of the reservation confirmation that I printed at the time of booking. Could someone with more experience take a look and let me know if there is anything that I'm not following?
#2
Join Date: Aug 2015
Location: GSO
Programs: AAdvantage Platinum, Hilton Diamond, Marriott Gold, National Car Rental Exec. Elite
Posts: 134
"Standard Room Reward" would certainly suggest a points-only booking. And redeeming 29,000 points for a room with a $120 room rate is okay, but hardly a steal, since it values a point at $0.004 each.
Out of curiosity, does you email invoice include taxes that would be appropriate for a $140 room rate?
Out of curiosity, does you email invoice include taxes that would be appropriate for a $140 room rate?
#3
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,299
I contacted both the hotel and the guest services, but both of them insisted that I reserved the room under "points and discounted rate" and the extra $140 was the discounted rate (which is already odd because I believe the cash price of the same night was only about $120).
Attached is a part of the reservation confirmation that I printed at the time of booking. Could someone with more experience take a look and let me know if there is anything that I'm not following?
Attached is a part of the reservation confirmation that I printed at the time of booking. Could someone with more experience take a look and let me know if there is anything that I'm not following?
If they won't refund your money, I would dispute the charge.
#4
Original Poster
Join Date: Aug 2014
Location: San Francisco
Programs: AA EXP, HH Gold, SPG Gold, Marriot Silver
Posts: 39
"Standard Room Reward" would certainly suggest a points-only booking. And redeeming 29,000 points for a room with a $120 room rate is okay, but hardly a steal, since it values a point at $0.004 each.
Out of curiosity, does you email invoice include taxes that would be appropriate for a $140 room rate?
Out of curiosity, does you email invoice include taxes that would be appropriate for a $140 room rate?
The charges were broken down to:
GUEST ROOM: $105
NYC OCCUPANCY TAX: $3.50
STATE OCCUPANCY SALES TAX: $9.32
NYC HOTEL SALES TAX: $6.17
(So the total was $123.99, not $139.99. My mistake).
#5
Original Poster
Join Date: Aug 2014
Location: San Francisco
Programs: AA EXP, HH Gold, SPG Gold, Marriot Silver
Posts: 39
Yes... I have spoken with over 6 different people (2 from the hotel and 4 from Hilton Guest Services) but I don't understand why they don't get it.
#6
Join Date: Aug 2015
Location: GSO
Programs: AAdvantage Platinum, Hilton Diamond, Marriott Gold, National Car Rental Exec. Elite
Posts: 134
The invoice (which states the same confirmation number as my reservation page) has no mention of reward certificate and no mention of 29,000 points, although they were taken out from my account.
The charges were broken down to:
GUEST ROOM: $105
NYC OCCUPANCY TAX: $3.50
STATE OCCUPANCY SALES TAX: $9.32
NYC HOTEL SALES TAX: $6.17
(So the total was $123.99, not $139.99. My mistake).
The charges were broken down to:
GUEST ROOM: $105
NYC OCCUPANCY TAX: $3.50
STATE OCCUPANCY SALES TAX: $9.32
NYC HOTEL SALES TAX: $6.17
(So the total was $123.99, not $139.99. My mistake).
And while the value of a single Hilton point might be less than that of SPG or Marriott, a $0.0005 per point value would be a joke.
As Kacee said, if you're not making headway with Hilton and/or the property, I would advance to disputing the charge with your credit card company.
#7
FlyerTalk Evangelist
Join Date: Oct 1999
Location: Juneau, Alaska.
Programs: AS 75K;BA Silver;AA G;HH Dia;HY Glob
Posts: 15,750
Are you sure you didn't adjust the points/money rate using the new slider? I'm not seeing any points rates that low for that hotel.
#9
Join Date: Aug 2000
Location: SRQ
Posts: 291
You don't see the slider until you get to the very last screen when making a booking...right before you click the "book now" button or whatever it says.
#10
FlyerTalk Evangelist
Join Date: Oct 1999
Location: Juneau, Alaska.
Programs: AS 75K;BA Silver;AA G;HH Dia;HY Glob
Posts: 15,750
#11
Join Date: Mar 2015
Posts: 1,989
#12
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,299
#13
Join Date: Apr 2010
Location: Chino Hills, CA - USA
Programs: Hilton Honors Diamond, Priority Club Platinum, Untied Premier Platinum
Posts: 9
There isn't a room at any Hampton in New York during the week for less than 350 dollars, and that's why you were booked in cash and points. My rule is never use points or miles if the price is cheap. On Hilton points, the Waldorf Astoria in Key West, Fl. ,
is $520 a night or 80,000 points. The points and cash option only comes up if that rate is available.
is $520 a night or 80,000 points. The points and cash option only comes up if that rate is available.