topic I've just about had it with AmEx... in Credit Cards

Disputed AMEX charge - Hilton Hotel stay

MontegoMack — Tue, 15 Nov 2016 16:19:51 GMT

I had an awful stay at a Hilton, as I tried to take advantage of my Gold Status that I got as a AMEX Platinum card member. My room was filthy (I have pictures), I was given misinformation about my benefits and didn't receive my benefits as a result. There wasn't neighborhood or hotel information (no maps of the town, or a list of hours for the gym, nor a menu for the restaurant). Clearly, they weren't prepared for a guest in that room, much less one with Gold Status, if that even matters.

I contacted AMEX to tell them about my experience and the suggested that I dispute the charge for my weekend stay.

Anyone have any success - or any experience wih disputing such a charge?

(And yes, I did contact the management at the Hilton where I stayed and the best I got was "Thank you for your feedback." Hilton Hhonors was more generous and offered $150 in Hilton credit. Quite frankly, it didn't seem like enough considering how embarrased and inconvenienced I was by the conditions as my mom, my 2 year old twin girls and I vacationed over the holiday weekend.)

Thanks in advance.

Re: Disputed AMEX charge - Hilton Hotel stay

Anonymous — Tue, 15 Nov 2016 16:36:45 GMT

I would not hold out for much hope to be perfectly honest. When it comes down to it, services were still rendered albeit poorly and by you accepting the $150 credit, that is effectively the compensation. "Not satisfied with services rendered" is more of us arguing on your behalf, but it's ultimately up to the discretion of the hotel.

Re: Disputed AMEX charge - Hilton Hotel stay

MontegoMack — Tue, 15 Nov 2016 16:39:11 GMT

Then why would the AMEX rep suggest that I dispute it?

What should be my next course of action, if any?

Re: Disputed AMEX charge - Hilton Hotel stay

Anonymous — Tue, 15 Nov 2016 16:45:06 GMT

The representative was unknowledgeable in recommending a dispute and for that I apologise. The recommended outcome will likely be to work directly with Hilton if you request further compensation - perhaps their executive offices.

Re: Disputed AMEX charge - Hilton Hotel stay

MontegoMack — Tue, 15 Nov 2016 16:49:47 GMT

If only I had that information.

I've been looking for even their General Manager - but they've proven to be elusive.

Should I be contacting Hilton or just the Hilton at the specific location? I'm new to formally giving negative feedback, but this warrants action. I have no problem taking to social media, but I'd like to give them a chance to respond...if I can get their contact info.

Re: Disputed AMEX charge - Hilton Hotel stay

Anonymous — Tue, 15 Nov 2016 16:53:27 GMT

If it were personally me, I would try reaching out to them on Twitter first. I've had good experiences with them responding to me. Typically, in many large companies, the social media teams are run by executive relations. If necessary, you could escalate from there. I would do that over trying to find the elusive GM at that property.

Re: Disputed AMEX charge - Hilton Hotel stay

MontegoMack — Tue, 15 Nov 2016 16:55:22 GMT

Thank you!

I'll get right on it!

Re: Disputed AMEX charge - Hilton Hotel stay

Anonymous — Tue, 15 Nov 2016 17:29:27 GMT

@MontegoMack wrote:
I had an awful stay at a Hilton, as I tried to take advantage of my Gold Status that I got as a AMEX Platinum card member. My room was filthy (I have pictures), I was given misinformation about my benefits and didn't receive my benefits as a result. There wasn't neighborhood or hotel information (no maps of the town, or a list of hours for the gym, nor a menu for the restaurant). Clearly, they weren't prepared for a guest in that room, much less one with Gold Status, if that even matters.

I contacted AMEX to tell them about my experience and the suggested that I dispute the charge for my weekend stay.

Anyone have any success - or any experience wih disputing such a charge?

(And yes, I did contact the management at the Hilton where I stayed and the best I got was "Thank you for your feedback." Hilton Hhonors was more generous and offered $150 in Hilton credit. Quite frankly, it didn't seem like enough considering how embarrased and inconvenienced I was by the conditions as my mom, my 2 year old twin girls and I vacationed over the holiday weekend.)

Thanks in advan

Call the 1-800 number and express your concerns - they take guest satisfaction VERY seriously at the corporate level!

Re: Disputed AMEX charge - Hilton Hotel stay

icloud2525 — Tue, 15 Nov 2016 20:07:24 GMT

Easiest way is to contact Hilton customer relations at the corporate level. On the other hand, I am a GM of a hotel, so I've been on the recieving end of a few Amex chargebacks. I'd say you have a good chance to recieve your money back either way. I'd go to Hilton first, if they won't resolve, then dispute.

Re: Disputed AMEX charge - Hilton Hotel stay

Anonymous — Tue, 15 Nov 2016 23:51:06 GMT

Would be reaching out by phone to hhonors. Had a major issue this summer and the diamond desk was very helpful. Got moved to a better hotel, for essentially the same rate since the previous nights were refunded since there was no AC and it was not going to be repaired until after our departure. You should have no issue in getting some hhonors points for your trouble, but I wouldn't expect anything huge. I have received 30k points once for a night at a poorly maintained property, yet that property was 60k points a night. Just remember the value of you points compared to the cash refund you already received. Gold status at hiltion isn't really anything special, neither is diamond, heck even when I had blue status I got more upgrades.

Re: Disputed AMEX charge - Hilton Hotel stay

MontegoMack — Mon, 21 Nov 2016 09:21:31 GMT

Total compensation:

20k points from the Front Desk

2 nights complimentary for future stay from Executive at that property

150 Hilton Hhonors dollars from Hhonors department

I'm not quite sure what those 20k points will get me, but in total, seems like the brand was fairly generous consdering my lousy 2 night stay in a filthy room.

Re: Disputed AMEX charge - Hilton Hotel stay

Anonymous — Mon, 21 Nov 2016 22:00:41 GMT

I'm glad you were compensated. For future use or for otheres reading know that Aex is the best of all card issuers with disputing a charge, they almost always side with the card holder if they can offer any proof at all. They really take care of their cardholders.

I've just about had it with AmEx...

Anonymous — Tue, 19 Sep 2017 07:36:12 GMT

With my business platinum card, I rented a car from Avis. I did this for two reasons: one, the discounted rate and two, that I would qualify for gold status at Avis and they would upgrade me for free. While this perk sounds nice in theory, I have been less impressed with its actual implementation.

For four days the total rental was to come to something around $200. With fees and tax it came to about $240. Avis pre-charged my card for the full amount, and I have a text alert that shows the card was used and for how much. I reserved an "intermediate" car, but was upgraded to a "standard SUV".

On the fourth day, I went to return it and there was a pile up on the freeway. I was an hour late getting it back to Avis. I profusely apologized and figured it was only an hour, they could definitely overlook that someone that was part of their gold program. Nope. They went ahead and charged me not only $74 for the one hour (it had previously been $50 for an entire day), but then went back and changed my daily rate from the $50/day that was my reservation to $140/day for the SUV that I was given as part of my upgrade. The grand total came to something in the $600 range, much more than I had planned on spending.

I figured this was an outrageous bait and switch. I could find nowhere on any document or paper that I was given that I would forfeit my AmEx benefit if I was late returning the car. I reached out to AmEx platinum customer service and they suggested I contest the charge. I clearly had evidence that showed what I was quoted and what it was changed to and if nothing else it might make its way to someone over at Avis that could make this right.

Five months later, I get a letter back ffrom Amex saying that it has validated the charge, and is siding with Avis on the contested charges. They never asked for my side of the story other than the 500 characters I was given to file a dispute, nor did they take my evidence (screen shots and pictures). And when I called customer service back to express my concern, I was met with less than stellar CSRs who just thought i was being obstinant.

Re: I've just about had it with AmEx...

Anonymous — Tue, 19 Sep 2017 13:29:10 GMT

I rented a hotel once with a 4 day minimum stay. Booked online and got there and the place was not what the pictures would indicate. Left after two days and hotel refused to refund my money for last two days. Disputed charge for last 2 days with Amex and they refunded my money.

Re: Disputed AMEX charge - Hilton Hotel stay

Blackswizz750 — Tue, 19 Sep 2017 14:54:24 GMT

I am sorry you went through that. If I encounter a filthy room and it's not full, I address it with the hotel immediately. That way, they can smooth things over before you call management and/or your rewards program and Amex. I also wonder if HHonors can distinguish gold status by dollars spent or by having and Amex product?

I hope things get better. A filthy room and bad service is unacceptable when you spend money.