used points but still charged for room?
Jun 27, 2008, 11:08 am
#1
FlyerTalk Evangelist
Original Poster
Join Date: Apr 2006
Location: SJC/VCE
Programs: AA PLT (2.9+ MM), HH GLD, Hyatt Diamond, SPG PLT
Posts: 10,161
used points but still charged for room?
A couple of nights ago I stayed at the LHR Hilton using 40K points. I have now been billed for 400.00+ for the cost of the room. Talked to the billing manager at the property who says HHonors billed me and I should talk to them. However, HHonors agent says the property billed me. I've already contacted my credit card company to contest the charge.
Has anyone had a similar situation -if so how did you rectify it?
TIA
Has anyone had a similar situation -if so how did you rectify it?
TIA
Jun 27, 2008, 11:12 am
#2
Flyertalk Evangelist and Moderator: Coupon Connection and Travel Products
Join Date: Jul 2000
Location: Milton, GA USA
Programs: Hilton Diamond, IHG Platinum Elite, Hyatt Discoverist, Radisson Elite
Posts: 19,040
When both sides act like this, I agree that you should just deal with your credit card company. They will require the property/Hilton to jump through hoops to justify... and since you have proof that you used points... you are covered.
How did the charge show on your credit card statement? Directly from the hotel? I find it hard to believe that HHonors would directly bill you for anything.
How did the charge show on your credit card statement? Directly from the hotel? I find it hard to believe that HHonors would directly bill you for anything.
Jun 27, 2008, 11:18 am
#3
Join Date: Sep 2005
Programs: AA EXP, AAirpass, & CK 2MM, MR Plat Premier, DL Plat, US Plat, UA RECOVERING GS
Posts: 2,620
Have the charges settled to your account or are they still pending? Sometimes a hotel will authorize the normal formula for the stay despite the fact you are paying with points and then, when you check out, release the room portion and unused extra portion of the authorization.
I worded that poorly, but I had a long night. Here's an example:
Paying with points for a $240/night room, 2 nights. Hotel authorizes $480 ($240x2) + 30% for incidentals. When I checkout, they settle that authorization for just the $90 in incidentals I actually spent and the $624 authorization turns into a $90 settled charge 5 days later.
I worded that poorly, but I had a long night. Here's an example:
Paying with points for a $240/night room, 2 nights. Hotel authorizes $480 ($240x2) + 30% for incidentals. When I checkout, they settle that authorization for just the $90 in incidentals I actually spent and the $624 authorization turns into a $90 settled charge 5 days later.
Jun 27, 2008, 11:34 am
#4
FlyerTalk Evangelist
Original Poster
Join Date: Apr 2006
Location: SJC/VCE
Programs: AA PLT (2.9+ MM), HH GLD, Hyatt Diamond, SPG PLT
Posts: 10,161
Have the charges settled to your account or are they still pending? Sometimes a hotel will authorize the normal formula for the stay despite the fact you are paying with points and then, when you check out, release the room portion and unused extra portion of the authorization.
I worded that poorly, but I had a long night. Here's an example:
Paying with points for a $240/night room, 2 nights. Hotel authorizes $480 ($240x2) + 30% for incidentals. When I checkout, they settle that authorization for just the $90 in incidentals I actually spent and the $624 authorization turns into a $90 settled charge 5 days later.
I worded that poorly, but I had a long night. Here's an example:
Paying with points for a $240/night room, 2 nights. Hotel authorizes $480 ($240x2) + 30% for incidentals. When I checkout, they settle that authorization for just the $90 in incidentals I actually spent and the $624 authorization turns into a $90 settled charge 5 days later.
Jun 27, 2008, 3:09 pm
#5
Join Date: Jul 2003
Location: Salish Sea
Programs: DL,AC,HH,PC
Posts: 8,974
How many more (fewer) points do you have now than before the stay ?
IOW, was the 40k ever actually deducted ? I'm thinking some umm... failure to commoon'cate during the booking process.
Jun 27, 2008, 5:04 pm
#6
FlyerTalk Evangelist
Original Poster
Join Date: Apr 2006
Location: SJC/VCE
Programs: AA PLT (2.9+ MM), HH GLD, Hyatt Diamond, SPG PLT
Posts: 10,161
The 40K points were deducted two months ago when I made the reservation. I have the certificate # and everything and the property acknowledges that it was a reward stay and that they accepted the reward certificate when I checked in.
Jun 27, 2008, 8:29 pm
#7
Join Date: Jan 2004
Location: Scottsdale, AZ
Programs: AA EXP, SPG Plat
Posts: 1,472
Was this a diamond force of a point reservation? If so then this is happened to me, but the card has always been credited a day or two later without me having to ask. The good news is that I've also received the points as well, and in the last incident got half my points back 
Jun 27, 2008, 9:01 pm
#8
Join Date: May 2005
Location: Cote d'Ivoire
Programs: OW Emerald - HH Diamond
Posts: 3,414
OP - this happened to me - LHR stay in late December. 40K taken from my account for a reward stay, but still charged for my room. Contacted LHR Hilton and they told me the Diamond Desk would need to send them the details of the reward stay again as they had no record. Called the DD and they reissued the award and then they contacted the LHR Hilton. The next day I received an email indicating they would refund the amount. Not much of a hassel, but one nonetheless.
Jun 28, 2008, 10:20 am
#9
Join Date: Dec 2006
Location: Arnhem, NL
Programs: KL Plat, SN Gold, DL Plat, HH Diamond, IC Gold, Hertz Presidents Circle,
Posts: 119
LHR is quite bad for this
They once charged me a whopping 5K GBP for somebody elses stay. Luckilliy I had bill for my onw stay and other night at a different London Hilton to prove it wasn't me.
Jun 28, 2008, 12:06 pm
#10
Join Date: Jul 2007
Location: LAX-- But I'd rather be on Brokeback Mountain. United 1K! Other
Programs: RCC,HHonors Diamond,HGVC Elite,SPG Plat,Hyatt Diamond,Nat'l Emerald Exec Elite, Disney Premier Pass
Posts: 2,472
Jun 29, 2008, 4:28 pm
#12
Moderator Hilton Honors, Travel News, West, The Suggestion Box, Smoking Lounge & DiningBuzz
Join Date: Jun 2000
Programs: Honors Diamond, Hertz Presidents Circle, National Exec Elite
Posts: 36,018
Write to [email protected], copied to the Diamond Desk, with a note that the Diamond Desk has, unfortunately, been unable to rectify this problem.
Note that the the Guest Relations folks are in Memphis, iirc, and only open during Central Daylight Time business hours.
But they can get stuff done and cut through stuff, ime.
Note that the the Guest Relations folks are in Memphis, iirc, and only open during Central Daylight Time business hours.
But they can get stuff done and cut through stuff, ime.
Jun 30, 2008, 12:00 am
#13
Join Date: May 2005
Location: Kyiv, Ukraine
Programs: Mucci, BA Gold, TK Elite, HHonors Lifetime Diamond
Posts: 7,683
I am sure it is just a pending authorization - sometimes these can be held for up to 30 days!
