Hotel Double Charge - AMEX

[pizzadude]

Did OP ever report back on the outcome of his dispute with AMEX and/or Hilton ?

[shane82388]

here is the latest...sounds like its going to be a little while. Got an email stating im not responsible for the amount until its resolved though, which is good.

[shane82388]

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@Uborrow-Upay wrote:

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Walt_K wrote:  If you think the customer made an honest mistake and isn't trying to game for a better rate, you should credit it back. 

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Interesting thread!

I can't help but notice that OP was attempting to game for a better rate, and he got it, too!  Unfortunately, OP was still committed to pay for the first booking, and he just didn't understand the rules of the game.

Sorry.  I mean no offense to anyone, but it is what it is.

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I wasnt "GAMING" for a better rate though. I just noticed right after i booked that there was a way to get quite a bit taken off through AMEX but didnt think it would work out but was worth a try. So i called Hilton and asked if i was able to cancel an re-book the same room but for a better rate because of this deal i could get. They said fine, no problem and went ahead and cancelled a supposidly uncancellable room just to make it happen for me.

I mean who in their right mind would cancel a room and book another of the same exact room if they knew they would still be responsible for the first room? How can anyone even debate that? I made the lady quite clearly understand what the deal was and she agreed, happily.

Why would someone bother going out of their way to do this for me if their intention wasnt to actually completely cancel the room and all charges associated with it?Especially when they KNOW the whole reason im doing it is to book another of the same exact room for the same exact stay? It makes no sense.

Even if the terms say one thing or another, i feel like i was misled big time, which in itself is wrong and unfair and on those grounds alone is probably worthy for them giving me a break this one time. I mean i still stayed in their hotel, parked in their garage, bought stuff from their stores in the lobby and I am a returning customer...

[stan_the_man]

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@shane82388 wrote:

---

@Uborrow-Upay wrote:

---

Walt_K wrote:  If you think the customer made an honest mistake and isn't trying to game for a better rate, you should credit it back. 

---

Interesting thread!

I can't help but notice that OP was attempting to game for a better rate, and he got it, too!  Unfortunately, OP was still committed to pay for the first booking, and he just didn't understand the rules of the game.

Sorry.  I mean no offense to anyone, but it is what it is.

---

I wasnt "GAMING" for a better rate though. I just noticed right after i booked that there was a way to get quite a bit taken off through AMEX but didnt think it would work out but was worth a try. So i called Hilton and asked if i was able to cancel an re-book the same room but for a better rate because of this deal i could get. They said fine, no problem and went ahead and cancelled a supposidly uncancellable room just to make it happen for me.

I mean who in their right mind would cancel a room and book another of the same exact room if they knew they would still be responsible for the first room? How can anyone even debate that? I made the lady quite clearly understand what the deal was and she agreed, happily.

Why would someone bother going out of their way to do this for me if their intention wasnt to actually completely cancel the room and all charges associated with it?Especially when they KNOW the whole reason im doing it is to book another of the same exact room for the same exact stay? It makes no sense.

Even if the terms say one thing or another, i feel like i was misled big time, which in itself is wrong and unfair and on those grounds alone is probably worthy for them giving me a break this one time. I mean i still stayed in their hotel, parked in their garage, bought stuff from their stores in the lobby and I am a returning customer...

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What makes this ridiculous is not even that the merchant want OP to pay the higher rate, it's that they want OP to pay twice. The merchant has now made two mistakes:

1) Telling OP that his reservation was cancelled.

2) Charging OP twice.

The merchant refuses to fix both of these mistakes, and they failed to live up to their low price guarantee.

[Uborrow-Upay]

shane82388, believe me, I'm with you in spirit, and I hope it works out well for you! 

I guess the moral to this story is, check for the deals before you buy, not afterwards.  It'll save a lot of time and headaches later on.

[shane82388]

The deal popped up on twitter after the booking was made.

[Uborrow-Upay]

I've bought tons of items online, and sometimes a deal (for the items I've just bought) pops up after the order is completed.  I have no clue why any business would want the customer to have immediate buyer's remorse for the purchase they've just made, it makes no sense whatsoever, but it happens.

In some cases, I've been able to get the discount that was offered in the post-purchase pop-up.  In other cases, I haven't.

There are a couple of things I've figured out, though.  I always get the name of the rep if I speak with one on the phone, and I always get the confirmation in writing (email) for whatever was discussed with that rep, including that I will not be charged for the full-price purchase.  Overkill?  Maybe.  But it's happened to me more than once that what was supposed to happen didn't, and then I wish I'd had those little details that could have resolved the matter. 

There's another thing, too.  The computer system (reservations, in your case) may not allow for changes in the billing procedure.  If it's coded as a non-refundable, that computer will charge you, even with a confirmed cancellation, and in spite of what the reservations person told you. 

Case in point, my wife booked us a casino stay in Vegas online, under my name.  She wanted to stay in this one particular hotel, not realizing I've always gotten comped there.  I called my casino host, and he assured me we would not be charged for the room, and when we arrived, we got the room, no problem. 

We also got the bill for that reservation, which we forwarded to my casino host.

It was several months before I received a check from the casino for the amount that was billed to my credit card for that reservation my wife made.  The casino, for whatever reason, could not reverse the charge through its system.  Go figure.

Maybe that's the issue here, I don't know.  But I've been burned more than a few times on things like this, so I'm really a believer in covering my own butt.

Good luck with everything! 

[dalebb]

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@stan_the_man wrote:

---

@shane82388 wrote:

---

@Uborrow-Upay wrote:

---

Walt_K wrote:  If you think the customer made an honest mistake and isn't trying to game for a better rate, you should credit it back. 

---

Interesting thread!

I can't help but notice that OP was attempting to game for a better rate, and he got it, too!  Unfortunately, OP was still committed to pay for the first booking, and he just didn't understand the rules of the game.

Sorry.  I mean no offense to anyone, but it is what it is.

---

I wasnt "GAMING" for a better rate though. I just noticed right after i booked that there was a way to get quite a bit taken off through AMEX but didnt think it would work out but was worth a try. So i called Hilton and asked if i was able to cancel an re-book the same room but for a better rate because of this deal i could get. They said fine, no problem and went ahead and cancelled a supposidly uncancellable room just to make it happen for me.

I mean who in their right mind would cancel a room and book another of the same exact room if they knew they would still be responsible for the first room? How can anyone even debate that? I made the lady quite clearly understand what the deal was and she agreed, happily.

Why would someone bother going out of their way to do this for me if their intention wasnt to actually completely cancel the room and all charges associated with it?Especially when they KNOW the whole reason im doing it is to book another of the same exact room for the same exact stay? It makes no sense.

Even if the terms say one thing or another, i feel like i was misled big time, which in itself is wrong and unfair and on those grounds alone is probably worthy for them giving me a break this one time. I mean i still stayed in their hotel, parked in their garage, bought stuff from their stores in the lobby and I am a returning customer...

---

What makes this ridiculous is not even that the merchant want OP to pay the higher rate, it's that they want OP to pay twice. The merchant has now made two mistakes:

1) Telling OP that his reservation was cancelled.

2) Charging OP twice.

The merchant refuses to fix both of these mistakes, and they failed to live up to their low price guarantee.

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+1