Hilton system glitch?
Apr 9, 2019, 10:37 pm
#1
Original Poster
Join Date: Apr 2019
Posts: 2
Hilton system glitch?
Looking for help/advice to solve a problem. I recently made a last minute reservation (24 hours before check-in) at Hilton Virginia Beach via the Hilton website and the system sent me two confirmation emails, both having different confirmation numbers. I immediately called Hilton honors helpline and they cancelled one of the reservations and told me I won't be charged twice as it seems to be a system issue. However, two days later my credit card was charged with the full amount twice. I called the hotel and they said they have to charge me for both the reservations even though one of them was cancelled, as they have a 48 hour cancellation policy.
Every time I call the hotel or HHonors, I keep getting routed from one department to another. Last time I called them I spent almost 90 minutes talking to:
Reservations --> Accounting --> Front desk --> Central reservations --> Hampton inn front desk (they mis-routed me here) --> Hilton Virginia beach front desk --> General Manager (finally)
The GM was supportive, understood the situation, and filed a dispute on my behalf with the central reservations team. However, he didn't seem positive that I would get the refund. I am going to dispute this with my credit card bank too, however, I feel they may not support me given that I don't have any evidence to support the system glitch.
Anyone else face a similar problem recently? Looking for suggestions or pointers on how this can be resolved. Thank you!
Every time I call the hotel or HHonors, I keep getting routed from one department to another. Last time I called them I spent almost 90 minutes talking to:
Reservations --> Accounting --> Front desk --> Central reservations --> Hampton inn front desk (they mis-routed me here) --> Hilton Virginia beach front desk --> General Manager (finally)
The GM was supportive, understood the situation, and filed a dispute on my behalf with the central reservations team. However, he didn't seem positive that I would get the refund. I am going to dispute this with my credit card bank too, however, I feel they may not support me given that I don't have any evidence to support the system glitch.
Anyone else face a similar problem recently? Looking for suggestions or pointers on how this can be resolved. Thank you!
Jul 18, 2019, 10:02 am
#4
Join Date: Dec 2006
Programs: LH SEN, FB Plat., HH D.
Posts: 5,050
Hi,
Different subject but not to open a new threat, I post here.
My last 3 stays have been booked through Hilton.com and not using any promo codes, with rates around 115 USD/night + taxes.
In the first I only received only the 1000 points as Diamond, in the 2nd the 1000 points + 45 points(as if the rate was 4.5 USD), and the 3rd, at a HGI, I chose points instead of breakfast, the 750 have not been credited and only 50 Points have been credited(plus the corresponding promo).
Anybody else having this issue?
Thanks,
Different subject but not to open a new threat, I post here.
My last 3 stays have been booked through Hilton.com and not using any promo codes, with rates around 115 USD/night + taxes.
In the first I only received only the 1000 points as Diamond, in the 2nd the 1000 points + 45 points(as if the rate was 4.5 USD), and the 3rd, at a HGI, I chose points instead of breakfast, the 750 have not been credited and only 50 Points have been credited(plus the corresponding promo).
Anybody else having this issue?
Thanks,
