Slow Refund to credit card
May 7, 2020, 2:48 pm
#46
Join Date: Mar 2020
Posts: 3
Cancelled my stay at the Aleph Rome Hotel the day the COVID cancellation form went live, disappeared from the app within a couple of days but haven't heard anything from Hilton, the hotel or received a refund.
Anyone had any luck with getting a refund from the Italian hotels?
Anyone had any luck with getting a refund from the Italian hotels?
May 8, 2020, 3:35 pm
#47
Join Date: Aug 2014
Location: Europe
Programs: BAEC Silver; AerClub Silver, Hilton Honors Diamond
Posts: 314
I’ve had to cancel a 12 day stay in early June, which I booked on a dinner, bed and breakfast deal. I was hoping to be able to go but the hotel isn’t providing dinner, my airline has just cancelled my flight and there’s still a 14 day quarantine in place.
I have therefore filled in the form on the website for a refund. All my previous cancelled stays were flexible bookings that I could cancel directly.
I fully understand it might be a while before I get my money back, but will I receive email confirmation of my cancellation? I believe you can cancel up to 24 hours before your arrival so I’d expected a quick, even automated, acknowledgement after filling in the form - but I have heard nothing and the stay still shows as live online. Have I potentially filled in the form incorrectly, or do I just need to wait?
I have therefore filled in the form on the website for a refund. All my previous cancelled stays were flexible bookings that I could cancel directly.
I fully understand it might be a while before I get my money back, but will I receive email confirmation of my cancellation? I believe you can cancel up to 24 hours before your arrival so I’d expected a quick, even automated, acknowledgement after filling in the form - but I have heard nothing and the stay still shows as live online. Have I potentially filled in the form incorrectly, or do I just need to wait?
I have used the online form to cancel three stays, only one email was received stating "late cancellation".
That was back in March. Since then I have received two refunds and the third is still pending after the hotel offered me a voucher and I have declined,
May 8, 2020, 4:41 pm
#48
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
Hi, of course I paid 120€ non-cancellable advanced purchase rate for June 7th. It all looks very strange and besides my invoice I haven't heard anything from the property. I'll call again.
LateCancel!?
No reservation or cancellation number, all my other cancelled stays in the past have them. I also never received a confirmation email.
LateCancel!?
No reservation or cancellation number, all my other cancelled stays in the past have them. I also never received a confirmation email.
May 14, 2020, 8:39 am
#49
Join Date: Aug 2014
Location: Europe
Programs: BAEC Silver; AerClub Silver, Hilton Honors Diamond
Posts: 314
Cancelled my stay at the Aleph Rome Hotel the day the COVID cancellation form went live, disappeared from the app within a couple of days but haven't heard anything from Hilton, the hotel or received a refund.
Anyone had any luck with getting a refund from the Italian hotels?
Anyone had any luck with getting a refund from the Italian hotels?
May 14, 2020, 8:51 am
#50
Join Date: Mar 2020
Posts: 3
Think if I don't hear anything back in the next couple of days I'll call Hilton again
May 14, 2020, 1:06 pm
#51
FlyerTalk Evangelist
Join Date: Mar 2002
Location: Saipan, MP 96950 USA (Commonwealth of the Northern Mariana Islands = the CNMI)
Programs: UA Silver, Hilton Silver. Life: UA .57 MM, United & Admirals Clubs (spousal), Marriott Platinum
Posts: 15,036
If doing a credit-card chargeback, do not wait until too late. Make sure you know the applicable statement date deadline to file with your card issuer.
May 17, 2020, 1:19 am
#52
Join Date: Aug 2014
Location: Antwerpen - Belgium
Programs: HHonors Diamond, Melia Silver, NH silver, H10 Class
Posts: 658
I canceled 9 prepaid bookings in total. Every booking has been refunded except 1 (Hilton Düsseldorf which I canceled March 25th). I emailed them to ask for an update. I received this reply Friday, I find this completely unacceptable?
"We hope this message finds you safe and healthy.
Please be advised that during this COVID-19 time the process of refund will take some time (expected around September/ October), because of the high amount of cancellations and refund-requests and because of the fact, that the accounting department is currently not fully occupied with staff."
Should it help if I email the general manager?
"We hope this message finds you safe and healthy.
Please be advised that during this COVID-19 time the process of refund will take some time (expected around September/ October), because of the high amount of cancellations and refund-requests and because of the fact, that the accounting department is currently not fully occupied with staff."
Should it help if I email the general manager?
May 17, 2020, 2:01 am
#53
Join Date: Aug 2014
Location: Europe
Programs: BAEC Silver; AerClub Silver, Hilton Honors Diamond
Posts: 314
I'm in a similar situation.
Most of my stays refunded but Hampton by Hilton Amsterdam Airport Schiphol emailed me asking to wait until October. I understand delays in this situation, however, I cancelled the reservation mid March...
I have a planned stay in August at the same property, so I'll wait and see what they will say at that time otherwise I'll open a Guest Assistance with Hilton
Most of my stays refunded but Hampton by Hilton Amsterdam Airport Schiphol emailed me asking to wait until October. I understand delays in this situation, however, I cancelled the reservation mid March...
I have a planned stay in August at the same property, so I'll wait and see what they will say at that time otherwise I'll open a Guest Assistance with Hilton
Sep 9, 2020, 4:13 am
#54
Join Date: Sep 2002
Location: Cheltenham
Programs: KLM Plat for Life , BA Gold, HH Silver, (Other half Diamond), IHG Gold
Posts: 2,398
Hilton KUala Lumpur took over three months to refund my cancelled stay making all sorts of excuses about being busy and banks
London Olympia took 36 hours for it to appear back on my card
Hilton Corporate showed complete disinterest in the first situation .
You would think they would enforce some sort of reasonable standard
London Olympia took 36 hours for it to appear back on my card
Hilton Corporate showed complete disinterest in the first situation .
You would think they would enforce some sort of reasonable standard
Sep 9, 2020, 4:50 am
#55
Join Date: Sep 2006
Location: Manchester, England
Programs: Bonvoy LT Plat, HH Diamond, IHG Plat, BMI Gold (RIP)
Posts: 8,019
I think I may have posted some of this update elsewhere in a different thread, but as I had posted about my issue earlier this this thread, it's best to close mine off with an update as well.
My missing refund was for the DT London Excel. The hotel has postponed re-opening a number of time and is currently moved back to November. Having spoken to the office of the hotel owner, they were rather honest and suggested that it is more likely to be 2021. They also confirmed that they couldn't / wouldn't do anything to supply a refund, falling back on it needing to be done by the hotel when re-opened.
I took it up with Hilton Corporate and they offered to either pay me a cheque for the amount, but in USD. I wasn't keen on this due to bank charges and having to physically pay it in etc. As an alternative, they offered me a couple of free night vouchers, that I believe are electronic versions of Be My Guest vouchers. They offered one to cover the room rate and a second voucher for the inconvenience. I was happy to accept these and they sent a confirmation of the vouchers, plus a closing of the case later that day. The vouchers hit my account same day as well.
I had waited patiently for almost 6 months, but with the hotel dates being pushed further back, I wasn't willing to wait for much longer. Pleased with how the representative resolved it for me.
My missing refund was for the DT London Excel. The hotel has postponed re-opening a number of time and is currently moved back to November. Having spoken to the office of the hotel owner, they were rather honest and suggested that it is more likely to be 2021. They also confirmed that they couldn't / wouldn't do anything to supply a refund, falling back on it needing to be done by the hotel when re-opened.
I took it up with Hilton Corporate and they offered to either pay me a cheque for the amount, but in USD. I wasn't keen on this due to bank charges and having to physically pay it in etc. As an alternative, they offered me a couple of free night vouchers, that I believe are electronic versions of Be My Guest vouchers. They offered one to cover the room rate and a second voucher for the inconvenience. I was happy to accept these and they sent a confirmation of the vouchers, plus a closing of the case later that day. The vouchers hit my account same day as well.
I had waited patiently for almost 6 months, but with the hotel dates being pushed further back, I wasn't willing to wait for much longer. Pleased with how the representative resolved it for me.