• Report: #578516

Complaint Review: Hilton Hotels

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  • Submitted: Fri, March 05, 2010
  • Updated: Thu, August 19, 2010

  • Reported By: Rsmith — Danville Indiana United States of America
Hilton Hotels
3920 Tuller Rd Dublin, Ohio United States of America

Hilton Hotels Hampton Inn Charged us full price for "not" staying at hotel Dublin, Ohio

*UPDATE Employee: The Horrible Weekend

*Consumer Comment: Prepaid Reservation?

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My family and I made a reservation for a weekend at the hotel for a soccer tourney for my daughter.   The dates of the tourney were changed so we called the hotel to change our reservation.

The hotel and corporate people told us that it is their policy to NOT change or refund reservations made on-line and they intend to charge us for the weekend even though we are not going to be there.

I told them to please explain the rationale behind such a policy and they couldn't do it.  So basically it is just, "if we have your money already, then that is all we care about".

Not good customer relations!!!

This report was posted on Ripoff Report on 03/05/2010 07:58 AM and is a permanent record located here: http://www.ripoffreport.com/r/Hilton-Hotels/Dublin-Ohio-43017/Hilton-Hotels-Hampton-Inn-Charged-us-full-price-for-not-staying-at-hotel-Dublin-Ohio-578516. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

The Horrible Weekend

AUTHOR: knowjustenough - (United States of America)

While, I do believe that what they did by charging you for the entire weekend was wrong. I have to ask, did you call to change or cancel your reservation before their desired cancellation policy(usually 24hr in advanced to 6pm the day of arrival)? There is an explanation I can offer you however. When hotels become full, it is the same as a flight being booked. When the plane takes off, if your not on it, that seat cannot be sold to someone else instead. Just like when you book a room. If you don't cancel before the desired time frame than that room is still consided yours therefore it cannot be sold. That's why you guarantee them with your cc#. This is why there are cancellation policies in place.

However, not to be totally on the companies side. If you did indeed call before the cut off, and they were not full the other days you were requesting, there should have been no reason you couldnt move your dates. But again, another factor would be if you were an advanced payment. If you booked the advanced payment rate, then no the front desk/ reservations would have been able help to you. You should have then asked to speak to the GM and if still no help was recieved, 1-800-HAMPTON could have assisted you. They are really the only ones able to help in a situation such as yours because they would have to be the ones to move your payment. Again, if you were an advanced purchase. I do sincerely apologize for the supposed ignorance of the hotel you stayed, but I hope that the information I have given you helps, and that you decide to let our brand redeem ourselves through our other hotels.

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#2 Consumer Comment

Prepaid Reservation?

AUTHOR: Robert - (U.S.A.)

This is not a RipOff.

If they "already had your money" that sounds like you did an advanced purchase reservation. Because you pre-paid you received a cheaper rate(generally this is about a 10%-20% discount). You get this cheaper rate because they don't have to build in the cost of you possibly canceling.

Had you done a "regular" reservation you would have been able to cancel the room under their standard cancellation policy. Which depending on the hotel is generally anywhere from 48 hours to same day. But because you did not pre-pay you would have had to pay a higher rate.

Pre-Pay is a great way to save money.  But if there is any possibility that you need to cancel it is probably a better idea to pay a slightly higher rate that gives you the chance to change/cancel your reservation.

Now, if by chance you did not pre-pay and they will not cancel it, it was probably a case of you cancelling after the required date and were charged for the rooms. Again, this is NO different than any other hotel would do.

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