Beware package bookings that include Hilton

[aurorae]

I recently booked a package through Expedia (air, hotel, car).

Then, more than 3 days prior to departure, I was forced to cancel the reservation for personal reasons.

Expedia handled the cancellations. With United I get a voucher for future travel, less a $150 rebooking fee (my total airfare was well over $1000). With Avis, I got a complete refund. Hilton, however, was a different story.

They are charging me for 4 nights stay, which is over $800. I spoke to an Expedia supervisor and a Hilton supervisor and verified that the money had already been paid by Expedia to Hilton. I spoke to the Hilton hotel manager, I communicated with HHonors (of which I am a member). They refuse to do anything to help me, not even a voucher for a future stay. They claim that even though Expedia paid them, only Expedia can do any sort of refund to me, Expedia says that since they don't have the money there is nothing they can do.

I am done with Hilton, obviously. I will never stay at a Hilton owned hotel again (includes Doubletree, Embassy Suites, etc.) and I have logged into my HHonors account and turned off all the email buttons it would let me, so I shouldnt get any more advertising from them.

Amazing how the rental car company, and even the airline (which we all complain about) have better customer service than a major hotel chain.

 

[DizMe]

Wow! That does seem excessive. What does your Expedia contract state? Did it say that it was a "no cancellation" booking or non-refundable after a certain point? That is often the case with hotels, unfortunately. Many will let you get away with a 1-night cancellation penalty, but if you prepay for your entire visit it often comes with a no-refund clause. I'd look again at the terms of your booking and see what it says. Expedia generally goes by the hotel's cancellation policies so it seems to me that this is more between the hotel and you. I would keep trying Hilton and see what happens.

 

[aurorae]

Yup, it's all on Hilton, even though they claim it isn't. I've talked to 3 different people and exchanged emails with 2.

I never imagined they would charge the entire stay. I could see the first night, even though I cancelled plenty early, still charging one night would seem reasonable. After all, the airline has a change fee.

Boy, I am really really glad I didn't book a whole week!

 

[awdsmama]

Email the Ombudsmen (or however you spell it) with Conde Naste. I have seen where they get these situations rectified for people in the past. Good luck!

 

[Malcon10t]

Hilton does offer some pretty good deals but are non-refundable. Refundable prices are usually $20-30 more. I went to Expedia's website and looked for an upcoming date at the Hilton. Here is what it says for the type of room:

Standard 2 Queens - Non-refundable Non-refundable
$99.00
BOOK NOW
Two queen beds. Wireless Internet access. Cable/satellite TV with pay movies. Clock radio. Coffee/tea maker. Hair dryer. Iron/ironing board. Complimentary weekday newspaper.

Did it say something different when you booked?

ETA - Here is one on Expedia for the same room, but refundable...

Standard 2 Queens

$119.00
BOOK NOW
Two queen beds. Wireless Internet access. Cable/satellite TV with pay movies. Clock radio. Coffee/tea maker. Hair dryer. Iron/ironing board. Complimentary weekday newspaper.

 

[LucasandMickey]

That really sucks! I'm sorry!! I would be so upset. Could you go higher up the "food chain" and speak to somebody above the local hotel? That's kind of ridiculous that they charge you more than one night.

One time we booked a trip through Travelocity. We found the hotel we wanted (one that we had stayed in the trip prior and loved). Same features. Pictures of the hotel we wanted. "1 block from Disneyland etc". Unfortunately, we didn't pay attention to the actual address. When we arrived at the hotel, they said they couldn't find our reservation. And through research said we were in fact booked at the same hotel, just a different location across town. Like a 25 minute cab ride away. I was on the phone with Travelocity for HOURS trying to fix it. Travelocity did some MAJOR false advertising when it came to the hotel. And their call center was somewhere out of the country and I couldn't understand a single word they were saying. It was horrible. Such an awful start to our vacation. Luckily we got it all worked out and got to a different hotel much closer. We still had to pay for one night at the "wrong" hotel which was ridiculous considering their ad. We should have paid better attention to the address, but still. I have learned to be so careful about the "fine print."

 

[Malcon10t]

That really sucks! I'm sorry!! I would be so upset. Could you go higher up the "food chain" and speak to somebody above the local hotel? That's kind of ridiculous that they charge you more than one night.

But, if you paid the cheaper rate for the "NONREFUNDABLE" room, it is nonrefundable.

 

[lizabu]

I work in hotel reservations and I hear this all the time. Expedia takes your money and doesn't refund it and then blames the hotel chain. Expedia states themselves in their commercials that they buy the rooms from the hotels and sell them to you (can't remember how exactly they word it). Once they buy the room night from the hotel it's out of Hilton or whatever chain it is hands. It's a done deal on their end. Expedia doesn't want to sound like the bad guy so they blame the hotel chain. It's their own cancellation policy they're enforcing.

 

[taaren]

I'm impressed that United gave you your money back at all ... as the daughter of an airline employee who hears this a lot, we will never book confirmed travel through a booking agency like Expedia or Orbitz. We use them to shop, then book directly from the company itself, because normally airlines are unable to give customers the $$ back from packages booked through 3rd parties.

So sorry about your experience with Hilton. One of the many reasons I hate booking packages, and always book directly with providers separately if we need flexibility. Non-refundable rates are tough if you have to change your plans.

 

[aurorae]

I work in hotel reservations and I hear this all the time. Expedia takes your money and doesn't refund it and then blames the hotel chain. Expedia states themselves in their commercials that they buy the rooms from the hotels and sell them to you (can't remember how exactly they word it). Once they buy the room night from the hotel it's out of Hilton or whatever chain it is hands. It's a done deal on their end. Expedia doesn't want to sound like the bad guy so they blame the hotel chain. It's their own cancellation policy they're enforcing.

Except that Hilton has the money. Accountants at both Expedia and Hilton confirmed that to me.

Hilton is the one that, in this case, is enforcing the policy. Of course, they are blaming expedia but at the same time they admit that Expedia has already paid them. I got a really disengenous email from a person at Hhonors.

 

[Disney Princess]

Except that Hilton has the money. Accountants at both Expedia and Hilton confirmed that to me.

Hilton is the one that, in this case, is enforcing the policy. Of course, they are blaming expedia but at the same time they admit that Expedia has already paid them. I got a really disengenous email from a person at Hhonors.

Expedia did pay Hilton the money. Hilton has a contract with Expedia - not with you. Expedia bought that room long before you did, so they are responsible. Even if Expedia can't sell it ever - Hilton won't refund that money to them. You entered a contract with Expedia, and Expedia owes you the money. If they are unwilling to do so, it is on them. It may be that the room you booked was nonrefundable.

I think it is great that you received your money back from the airline and rental car agency. I just don't think Hilton is trying to "wrong" you here. I think they are stating the truth - Expedia paid us, and "they" still have the room reserved. Check your paperwork with Expedia. See if you can find any information on a cancellation policy. If you find written documentation that you were able to cancel with a full refund, pursue it. Otherwise, I don't think there is anything you can do except learn that next time booking through Expedia can be dangerous if you might cancel.

 

[skiingfast]

You entered a contract with Expedia, and Expedia owes you the money.

Expedia takes your money and doesn't refund it and then blames the hotel chain.

I agree it's Expedia that caused the problem not Hilton.


This is a problem with booking through 3rd parties. OP you made the mistake doing this. I hope everone can learn the lesson.

 

[Malcon10t]

Think about it this way.... Expedia buys 30 rooms from Hilton. Hilton sells them as "Nonrefundable" to Expedia. Expedia has a limited number of them, and sells them at a discount. These rooms now belong to Expedia, and Hilton cannot sell them. Expedia sells one to you. You pay Expedia for it. Expedia owes you the money if they did not put "nonrefundable" on the website. Do you have your original email from Expedia? Does it say the room is refundable? You need to deal with Expedia, this is not Hilton's problem.

 

[DizMe]

What everyone is saying makes sense. I was thinking this was an issue with Hilton, but they're right, it's actually with Expedia. I recently booked a room at PPH for 3 nights with Expedia that was prepaid, but it did allow you to cancel per hotel policy. That was clearly stated in my Expedia reservation. With the Disney hotels, if you cancel within 5 days of the trip, you forfeit 1 night's lodging cost. Try and find your paperwork and see if you have a nonrefundable reservation or if you're due your money back less the 1 night.

 

[awdsmama]

Bottom line, no matter who has the money --- what are the terms and conditions/cancellation policies on the componants you booked. That is what matters.

 

[pixiewings71]

But, if you paid the cheaper rate for the "NONREFUNDABLE" room, it is nonrefundable.

I didn't see in the OP where she said it was non-refundable, but I may have missed that.

Bottom line, no matter who has the money --- what are the terms and conditions/cancellation policies on the componants you booked. That is what matters.

Yup, agree with this, you need to check the email you got from Expedia after you booked and see what it says. Also, how did you pay? If you used a credit card you may be able to dispute the charges, but please, first check the terms you agreed to as it may have been a non-refundable hotel stay.

 

[Malcon10t]

I didn't see in the OP where she said it was non-refundable, but I may have missed that.

I was going by what it said on the Expedia website when I brought up that Hilton for pricing.

 

[pixiewings71]

I was going by what it said on the Expedia website when I brought up that Hilton for pricing.

That's what I assumed, but I'd like the OP to clarify that for us all.

 

[Peace.love.mickey]

TOo bad they won't just give you credit for a different stay....

 

[starshine514]

The OP didn't say either way, I guess from the fact that they aren't refunding, we are all assuming s/he booked a non-refundable reservation. I booked our January 2010 hotel through Expedia and ended up having to cancel. I cancelled before the non-cancellable timeframe and they refunded my entire amount. I agree that the problem is with Expedia and it may or may not be a problem, depending on the type of reservation.

On a side note, for that same January 2010 trip, I had booked two rooms for one night through Hotwire. I didn't expect (or get) a refund from them because I know their reservations are always non-refundable.