What would you do? Hotel billing problem.

[Jangles]

I decided to spend Christmas in the Caribbean. I chose an Hilton hotel and compared various prices; booking direct, using third parties, a package combining flights from the U.K. and hotel etc. It was cheaper to book the flights direct with the airline and Hilton directly, so that’s what I did using Hilton’s online booking system. I chose a stay longer, non refundable rate which had to be paid in full in advance.

Let’s say for ease that the price was USD10000 or Barbados Dollars 20000. I received a booking confirmation stating the price inclusive of room, taxes, charges of USD10000/Barbados Dollars20000.

However, that day, Hilton tried to charge my credit card with USD20000, so I didn’t authorise the payment. Later, they tried to charge my card with USD 15000, which again I didn’t authorise. I e mailed the hotel, attaching the booking confirmation and asked them to charge the correct amount of USD10000 to my credit card. A manager from the Hilton Barbados telephoned me and said that the online booking price was incorrect because of an IT error and that the charge should be USD15000.

I was in a forgiving mood, so I accepted this and authorised the payment of USD15000, even though this made booking direct more expensive than a package. I was willing to forgive the IT error. Stupid I know.

Anyway, since then (May 2023) I have been asking Hilton Barbados to send me a corrected booking confirmation showing the price actually debited to my credit card (USD15000), rather than the price showing on my existing booking confirmation (USD10000), mainly because I want to avoid any confusion at check in/check out. I know that I have the credit card statement as proof, but I just feel that if there is a dispute, it will get the holiday off to a bad start.

Hilton Barbados just ignored me, so I messaged the central Hilton guest services, explained the whole saga, forwarded the booking confirmation and my credit card debit, so that they could see the discrepancy, but they have bounced me back to the Hilton Barbados. Again my e mails are being ignored.

It’s just a simple request. I just want a booking confirmation showing what I have actually paid. The booking is non refundable, so I can’t cancel and I am slightly worried that if I keep pushing I will be given the worst room in the hotel.

What would you do?

 

[DisneyHardin]

I would start by calling the 800 number for Hilton Guest Services.

 

[wvjules]

First of all, they ripped you off. You should never have allowed the higher charge. I'd dispute with your CC and provide them with the confirmation of $1000USD. And I would NOT stay there.

 

[sam_gordon]

I decided to spend Christmas in the Caribbean. I chose an Hilton hotel and compared various prices; booking direct, using third parties, a package combining flights from the U.K. and hotel etc. It was cheaper to book the flights direct with the airline and Hilton directly, so that’s what I did using Hilton’s online booking system. I chose a stay longer, non refundable rate which had to be paid in full in advance.

Let’s say for ease that the price was USD10000 or Barbados Dollars 20000. I received a booking confirmation stating the price inclusive of room, taxes, charges of USD10000/Barbados Dollars20000.

However, that day, Hilton tried to charge my credit card with USD20000, so I didn’t authorise the payment. Later, they tried to charge my card with USD 15000, which again I didn’t authorise. I e mailed the hotel, attaching the booking confirmation and asked them to charge the correct amount of USD10000 to my credit card. A manager from the Hilton Barbados telephoned me and said that the online booking price was incorrect because of an IT error and that the charge should be USD15000.

I was in a forgiving mood, so I accepted this and authorised the payment of USD15000, even though this made booking direct more expensive than a package. I was willing to forgive the IT error. Stupid I know.

Anyway, since then (May 2023) I have been asking Hilton Barbados to send me a corrected booking confirmation showing the price actually debited to my credit card (USD15000), rather than the price showing on my existing booking confirmation (USD10000), mainly because I want to avoid any confusion at check in/check out. I know that I have the credit card statement as proof, but I just feel that if there is a dispute, it will get the holiday off to a bad start.

Hilton Barbados just ignored me, so I messaged the central Hilton guest services, explained the whole saga, forwarded the booking confirmation and my credit card debit, so that they could see the discrepancy, but they have bounced me back to the Hilton Barbados. Again my e mails are being ignored.

It’s just a simple request. I just want a booking confirmation showing what I have actually paid. The booking is non refundable, so I can’t cancel and I am slightly worried that if I keep pushing I will be given the worst room in the hotel.

What would you do?

I think you're getting ripped off. At first, I thought it was going to be a difference in exchange rate. But it appears a Barbados dollar is equivalent to ~$0.50 US. So the $10kUSD > $20KBD makes sense. Even if it's a bad exchange rate, I wouldn't expect the 50% increase.

Here's what I would do...
1) Call Hilton. Explain the saga and that you're not getting a response from the hotel. Set a deadline (no more than a week away) that if you don't get the confirmation you're looking for, you are calling your CC and having them stop payment. Document this call.
2) Stick with it. When you call the CC company, you can show them the various emails and dates.
3) However, if they DO get you the confirmation, I don't think you're entitled to a refund. You agreed to pay the $15k US. All you want is a receipt that you paid that much.

 

[Jangles]

I think you're getting ripped off. At first, I thought it was going to be a difference in exchange rate. But it appears a Barbados dollar is equivalent to ~$0.50 US. So the $10kUSD > $20KBD makes sense. Even if it's a bad exchange rate, I wouldn't expect the 50% increase.

Here's what I would do...
1) Call Hilton. Explain the saga and that you're not getting a response from the hotel. Set a deadline (no more than a week away) that if you don't get the confirmation you're looking for, you are calling your CC and having them stop payment. Document this call.
2) Stick with it. When you call the CC company, you can show them the various emails and dates.
3) However, if they DO get you the confirmation, I don't think you're entitled to a refund. You agreed to pay the $15k US. All you want is a receipt that you paid that much.

You are correct. Hilton Barbados, as do many places on the island, use a fixed exchange rate of BDS2 to USD1. And I use a Revolut card, and hold money in USD so there is no exchange fee, and Hilton were charging (attempting to charge) the credit card in USD and it pays out in USD.

You are also correct that all I expected was a correct receipt/corrected booking confirmation.

Do you know when things begin to stack up, and 2 plus 2 start making 5…..?

 

[Skip Coffee for Rope Drop]

I decided to spend Christmas in the Caribbean. I chose an Hilton hotel and compared various prices; booking direct, using third parties, a package combining flights from the U.K. and hotel etc. It was cheaper to book the flights direct with the airline and Hilton directly, so that’s what I did using Hilton’s online booking system. I chose a stay longer, non refundable rate which had to be paid in full in advance.

Let’s say for ease that the price was USD10000 or Barbados Dollars 20000. I received a booking confirmation stating the price inclusive of room, taxes, charges of USD10000/Barbados Dollars20000.

However, that day, Hilton tried to charge my credit card with USD20000, so I didn’t authorise the payment. Later, they tried to charge my card with USD 15000, which again I didn’t authorise. I e mailed the hotel, attaching the booking confirmation and asked them to charge the correct amount of USD10000 to my credit card. A manager from the Hilton Barbados telephoned me and said that the online booking price was incorrect because of an IT error and that the charge should be USD15000.

I was in a forgiving mood, so I accepted this and authorised the payment of USD15000, even though this made booking direct more expensive than a package. I was willing to forgive the IT error. Stupid I know.

Anyway, since then (May 2023) I have been asking Hilton Barbados to send me a corrected booking confirmation showing the price actually debited to my credit card (USD15000), rather than the price showing on my existing booking confirmation (USD10000), mainly because I want to avoid any confusion at check in/check out. I know that I have the credit card statement as proof, but I just feel that if there is a dispute, it will get the holiday off to a bad start.

Hilton Barbados just ignored me, so I messaged the central Hilton guest services, explained the whole saga, forwarded the booking confirmation and my credit card debit, so that they could see the discrepancy, but they have bounced me back to the Hilton Barbados. Again my e mails are being ignored.

It’s just a simple request. I just want a booking confirmation showing what I have actually paid. The booking is non refundable, so I can’t cancel and I am slightly worried that if I keep pushing I will be given the worst room in the hotel.

What would you do?

my experience with Hilton is never book a non-fundable rate unless it is only a day or two from checking in. The excuse for IT error is unacceptable.

Your Options if you are not outside of the USA.
1) When you speak to customer service, tell them that you must be only charged the advertised rate and that their IT problem is their problem not yours and if they don't honor the advertised rate, is in violation of the Federal Trade Commission. Otherwise Hilton is in violation of the FTC.
When you booked the room, they should have sent you a confirmation email within seconds with the information of the price. Look in your past emails for that confirmation number with the price. If the telephone call came after the original email was sent, they have to either cancel the reservation with no charges or honor the advertised price.

https://www.ftc.gov/system/files/ftc_gov/pdf/Bait-Switch.pdf
I Googled this if you are in the UK
In England and Wales, bait and switch is banned under the Consumer Protection from Unfair Trading Regulations 2008; breaking this law can result in a criminal prosecution, an unlimited fine and two years in jail. In Canada, this tactic is illegal under the Competition Act.
2). Do the same to your credit card company dispute the charges if they fail to do this.

 

[Robbie Cottam]

Guessing you are not a Diamond member
it has been my experience that Hilton‘s collective customer is underwhelmin.

i have pretty much stop using the, unless I have to. Overall their service and standards just aren’t what they need to be anymore ….

You are going to have to document that the hotel will not respond.
call the hotel demand the manager…….
then when (s)he doesn’t get back to you go back to Hilton and ask for a supervisor.

An IT pricing issue is still bait and switch….. they must honor the publish price …..

 

[Jangles]

When you booked the room, they should have sent you a confirmation email within seconds with the information of the price.

Thank you for the advice. Yes, as soon as I booked online I received a booking confirmation, correct room etc., showing a price of USD 10,000.

 

[Allison]

Dispute with your credit card showing the amount you agreed to and cancel. Why would you want to stay there at this point?

 

[Luv Bunnies]

So you verbally authorized the rate of 15000, but Hilton has yet to send you a receipt showing you paid that price. I would go to your credit card company and dispute the charge. Show them the booking confirmation that says the price is 10000. They will see that Hilton actually charged you a higher rate. The credit card company will contact Hilton and say you're disputing the charge. You have your booking confirmation as proof that you agreed to a rate of 10000. Hilton will have to prove that you authorized the higher rate, which they probably cannot do if it was verbal.

This is really poor business practice on Hilton's part. They need to honor the advertised rate, whether it was a mistake or not. As soon as they notice their error, they need to fix it and eat any losses it caused. Coming back to you and asking for more money because of their mistake is not acceptable. I think with confirmation of the original price and Hilton's attempts to charge you considerably more, the credit card company will get on it.

 

[Cadiewampus]

I decided to spend Christmas in the Caribbean. I chose an Hilton hotel and compared various prices; booking direct, using third parties, a package combining flights from the U.K. and hotel etc. It was cheaper to book the flights direct with the airline and Hilton directly, so that’s what I did using Hilton’s online booking system. I chose a stay longer, non refundable rate which had to be paid in full in advance.

Let’s say for ease that the price was USD10000 or Barbados Dollars 20000. I received a booking confirmation stating the price inclusive of room, taxes, charges of USD10000/Barbados Dollars20000.

However, that day, Hilton tried to charge my credit card with USD20000, so I didn’t authorise the payment. Later, they tried to charge my card with USD 15000, which again I didn’t authorise. I e mailed the hotel, attaching the booking confirmation and asked them to charge the correct amount of USD10000 to my credit card. A manager from the Hilton Barbados telephoned me and said that the online booking price was incorrect because of an IT error and that the charge should be USD15000.

I was in a forgiving mood, so I accepted this and authorised the payment of USD15000, even though this made booking direct more expensive than a package. I was willing to forgive the IT error. Stupid I know.

Anyway, since then (May 2023) I have been asking Hilton Barbados to send me a corrected booking confirmation showing the price actually debited to my credit card (USD15000), rather than the price showing on my existing booking confirmation (USD10000), mainly because I want to avoid any confusion at check in/check out. I know that I have the credit card statement as proof, but I just feel that if there is a dispute, it will get the holiday off to a bad start.

Hilton Barbados just ignored me, so I messaged the central Hilton guest services, explained the whole saga, forwarded the booking confirmation and my credit card debit, so that they could see the discrepancy, but they have bounced me back to the Hilton Barbados. Again my e mails are being ignored.

It’s just a simple request. I just want a booking confirmation showing what I have actually paid. The booking is non refundable, so I can’t cancel and I am slightly worried that if I keep pushing I will be given the worst room in the hotel.

What would you do?

I would dispute the charges on my card

 

[starry_solo]

Dispute the credit card charge. It is up to the merchant to show the proof that the charge is valid.

 

[Mackenzie Click-Mickelson]

I'd probably want a paper confirmation of where the difference is coming from. A tech error can mean so much. Is it the daily rate? taxes? resort fee? sales tax? are they trying to add something that you didn't originally book for?

I wouldn't be selecting this location until they could produce this proof. I'm not sure why you haven't opted to book with someone else at this point, you can cancel you just don't get a refund for it. And yes if they keep dragging their feet dispute the charge with your cc

This may come down to a particular franchised location run in not so good ways.

We never book non-refundable rates for this kind of stuff (airbnb, etc are different) including rental cars.

 

[Jangles]

I'd probably want a paper confirmation of where the difference is coming from. A tech error can mean so much. Is it the daily rate? taxes? resort fee? sales tax? are they trying to add something that you didn't originally book for?

I wouldn't be selecting this location until they could produce this proof. I'm not sure why you haven't opted to book with someone else at this point, you can cancel you just don't get a refund for it. And yes if they keep dragging their feet dispute the charge with your cc

This may come down to a particular franchised location run in not so good ways.

We never book non-refundable rates for this kind of stuff (airbnb, etc are different) including rental cars.

I could cancel but I would lose the entire USD15,000 already paid.

 

[Mackenzie Click-Mickelson]

I could cancel but I would lose the entire USD15,000 already paid.

Correct because you booked a non-refundable rate but you don't actually have to stay at a place that is giving you the run around and is not giving you the details as to why there is a price difference beyond a likely intentional vague answer of tech issues.

 

[Jangles]

Correct because you booked a non-refundable rate but you don't actually have to stay at a place that is giving you the run around and is not giving you the details as to why there is a price difference beyond a likely intentional vague answer of tech issues.

But isn’t that a lose lose situation for me? I overpay and then don’t stay, and also pay to stay somewhere else instead .

 

[Mackenzie Click-Mickelson]

But isn’t that a lose lose situation for me? I overpay and then don’t stay, and also pay to stay somewhere else instead .

Yes it is unfortunately a no win for you

I was just giving my suggestion because it wouldn't give me confidence my stay would be problem free if the hotel directly is choosing to not give the information nor be in communication, but that's just my opinion. You could book a refundable hotel with a flexible cancellation policy as a backup and wait a bit longer given that it's for Christmas

 

[barkley]

you are on a timeline with a credit card dispute. you DO have 120 days (vs 60) if it's an issue with goods OR SERVICES. if you booked in may and you want to use the dispute process to help you it would be better to file the dispute NOW and let the card company resolve the issue.

as for me on the stay-i would opt to go elsewhere b/c if this is how they handle a customer prior to arrival i would be fearful of what they would do financially to you when you are a captive audience on site in a foreign country.

 

[Jangles]

you are on a timeline with a credit card dispute. you DO have 120 days (vs 60) if it's an issue with goods OR SERVICES. if you booked in may and you want to use the dispute process to help you it would be better to file the dispute NOW and let the card company resolve the issue.

as for me on the stay-i would opt to go elsewhere b/c if this is how they handle a customer prior to arrival i would be fearful of what they would do financially to you when you are a captive audience on site in a foreign country.

Thank you. I have reported it to the credit card company. Hilton randomly responded overnight to say that added on a 10% service charge. No indication whether it is a mandatory or voluntary charge, but at least it’s some sort of explanation.

 

[Jangles]

The end of the story….. I sent an e mail to the CEO of the Hilton chain and today the overcharged amount was re credited to my credit card. Thank you all for your helpful comments.