charged for more than two waters during a stay
#1
FlyerTalk Evangelist
Original Poster
Join Date: Sep 2006
Location: Toledo, OH
Programs: Delta DM & MM, Hilton DM, Marriott gold, Hyatt Globalist, Alaska 75K, Wyndham Diamond,
Posts: 15,398
charged for more than two waters during a stay
I had a stay at the DT west end in London and had several issues with the room (was moved a couple times because of problems with the rooms). I stayed on a point stay and even though the receipt I had showed $0 there was a charge of $3.77 that hit my credit card I was so ticked off over the bad stay I called the diamond desk over this charge and they called the hotel and said it was for a bottled water. There were two bottled waters in the room and I drank one each day and they replenished them with a tag on the bottles saying there were free for diamonds and golds and was a price for other guests. Apparently they only give you two the entire stay. Not that big of an issue seeing it's in the T&C but ticks me off they replenished the water with the tags on them and no mention of being limited to two the entire stay. If it would have been printed on the tag I would have just stocked up at the grocery across the street. I've had plenty of stays at Hilton where I have received extra bottled water just by asking at the front desk.
This hotel is getting a one star review on TA for sure.
This hotel is getting a one star review on TA for sure.
#2
Join Date: Jun 2015
Posts: 1,481
Interesting. I didn’t know that and I totally agree with you. If the water isn’t free, they shouldn’t write ‚free for...‘ on it. As a guest it‘s not my job to count bottle of waters. If they made the mistake to put a ‚free‘ sticker on a bottle, which wasn’t for free, they can’t blame the guest for that. And if they don‘t have a process to remove the sticker after the second bottle per stay, they should have the rule not to charge to HH guests for it.
#3
Join Date: Apr 2016
Programs: Bonvoy Titanium, Hilton Diamond, BA Silver, IHG Spire, AMEX Plat
Posts: 602
Must be one of the biggest penny pinching moves I’ve heard about at a Hilton and their free water.
Never stayed anywhere where there weren’t two free bottles a day.
Never stayed anywhere where there weren’t two free bottles a day.
#4
Join Date: Feb 2013
Location: London
Programs: HertzPresCircle, Virgin Atlantic Gold,Hil-Diam, Europcar Elite Vip, Emirates Gold, MarriottTitanium.
Posts: 419
Def deserves a bad review - altho i’m guessing they did refund you afterwards?
If they resplenish how is one to know cant drink them again?! Weirdest rule ever.
If they resplenish how is one to know cant drink them again?! Weirdest rule ever.
#5
FlyerTalk Evangelist
Original Poster
Join Date: Sep 2006
Location: Toledo, OH
Programs: Delta DM & MM, Hilton DM, Marriott gold, Hyatt Globalist, Alaska 75K, Wyndham Diamond,
Posts: 15,398
I'm just upset because I had some other issues. What really pissed me off is they want to enforce the T&C but the T&C clearly state it's a free breakfast for two people in the room. Somehow the reservation got messed up and was only showing it for one and my friend had to crash on the floor that night and they wouldn't comp his breakfast because they claimed for a single room it was free breakfast for only one. Fortunately he lived in the London area and was working that morning and doesn't eat much and just grabbed a scone from a bakery on his way to work.
#6
FlyerTalk Evangelist
Join Date: Aug 2001
Location: RSW
Programs: Delta - Silver; UA - Silver; HHonors - Diamond; IHG - Spire Ambassador; Marriott Bonvoy - Titanium
Posts: 14,185
They're right about the breakfast as he was not an official guest in the room, you were the only one staying there officially on the books.
The bottled water, however, was just plain cheap. If they're that adamant, then they should make a point of training their front desk people to clearly specify the benefit is per stay at check-in.
The bottled water, however, was just plain cheap. If they're that adamant, then they should make a point of training their front desk people to clearly specify the benefit is per stay at check-in.
#7
Join Date: Sep 2006
Posts: 376
Every Hilton brand (Hilton, Conrad, HGI) in SE Asia that I just stayed at replenished the two waters every day,
The two waters free on only your first night in the US is really cheap. I'm dropping maybe 1300 USD on a stay this week, is a few pennies really going to make a different to Hilton?
The two waters free on only your first night in the US is really cheap. I'm dropping maybe 1300 USD on a stay this week, is a few pennies really going to make a different to Hilton?
#8
Join Date: Jun 2002
Location: Newcastle, UK
Posts: 2,379
I've had that happen on several occasions as the website defaults to one person when booking and I haven't realised that I've only booked for one person. Front desk usually has no problem when two of us turn up and alters the booking at check in and the two of us get lounge access and/or complimentary breakfast. Agree that charging for the water labelled as free at a later date is really mean and penny pinching. I'd be complaining direct to the hotel and asking for a refund. If you need it, I'll ring the hotel and get an email address for you.
#9
Join Date: Jun 2013
Location: Roswell, GA
Programs: AA EXP 2.8m,Lifetime PLT, Hilton Diamond, IHG PlLT, SPG Gold
Posts: 3,191
sorry to hear about watergate... its makes Hilton look really really bad..
I split my stays between IHG and Hilton properties, the IHG in Bom is amazing for water, at least 10 bottles in the room upon arrival, and then a case in my room for the rest of my stay (3-5 days)
and if I run out (BOM is always hot), they just give me more..
I split my stays between IHG and Hilton properties, the IHG in Bom is amazing for water, at least 10 bottles in the room upon arrival, and then a case in my room for the rest of my stay (3-5 days)
and if I run out (BOM is always hot), they just give me more..
#10
Join Date: Sep 2012
Location: NW London and NW Sydney
Programs: BA Diamond, Hilton Bronze, A3 Diamond, IHG *G
Posts: 6,344
Did the room physically accommodate only one person?
Honors elite members get 2nd guest free benefit which means you can always book for 1 and get 2 guests at breakfast, unless you actually have a single room where it was potentially against the law for two people to stay overnight.
Honors elite members get 2nd guest free benefit which means you can always book for 1 and get 2 guests at breakfast, unless you actually have a single room where it was potentially against the law for two people to stay overnight.
#11
FlyerTalk Evangelist
Join Date: Aug 2001
Location: RSW
Programs: Delta - Silver; UA - Silver; HHonors - Diamond; IHG - Spire Ambassador; Marriott Bonvoy - Titanium
Posts: 14,185
Every Hilton brand (Hilton, Conrad, HGI) in SE Asia that I just stayed at replenished the two waters every day,
The two waters free on only your first night in the US is really cheap. I'm dropping maybe 1300 USD on a stay this week, is a few pennies really going to make a different to Hilton?
The two waters free on only your first night in the US is really cheap. I'm dropping maybe 1300 USD on a stay this week, is a few pennies really going to make a different to Hilton?
I understand that America-bashing can be a fun sport for our foreign friends; however, the hotel in question was in the United Kingdom. The word London should have been a clue to you, as well as not assuming that the stay was in the US because the American poster was charged in US Dollars on his credit card statement.
#13
Join Date: Jul 2008
Location: LAS ORD
Programs: AA Pro (mostly B6) OZ♦ (flying BR/UA), BA Silver Hyatt LT, Wynn Black, Cosmo Plat, Mlife Noir
Posts: 5,992
#15