Hampton Hilton Inn

Review: In Sept 2013 I was researching to book 10 rooms for a Family reunion. I called the Hilton/Hampton and the agreement was they would hold the 10 rooms for 24 hours with my credit - but if I didn't call back to confirm they would let them go because it was a busy football week end in Lynchburg. We all ended up staying at the Hilton [redacted] in Lynchburg 9/26-9/29/13. The Hilton/Hampton has charged my credit card 10 nights @ $119.67 = $1196.70. 10/27/13 I disputed this with Visa and called the hotel to be told some one would call me back tomorrow. 10/28/13 no return call.so called again I spoke with [redacted]. She told me the problem would have to wait until Friday 11/1/13 when the GM came back. No call back so I called again on 11/1/13 10 am and told [redacted] was not in and [redacted] was busy so I left my cell phone for some one to call me back. 11/1/13 3:15pm left another message for some one to call me. 11/2 front desk will call his cell phone and have him call me. No return call again so I called the hotel and ask for the corporate number. ###-###-#### Spoke with [redacted] in customer service and she said she will call [redacted] and have him call me. 11/4/13 called [redacted] again and told her [redacted] did not call then I called [redacted] told me there was nothing he could do. That I should have called and cancelled the rooms. We went back and forth a few times and then he said he could cut it 50%. I said no - they need to remove the full charge. It was not my fault....the front desk told me they would hold for 24 hours and I should not be charged anything. [redacted] refused to remove the entire charge. 11/4/13 I called [redacted] again and told her [redacted] would not remove the charge so [redacted] said she would speak to her supervisor and call me back. 11/6/13 no call back from [redacted] so I called her again and she told me nothing she could do....they could not remove the charge. I told her this was unacceptable - the entire charge should be deducted and I was going to contact the Revdex.com.Desired Settlement: The entire charge of 10 x $119.67 should be removed. The booking was a 24 hour hold only. Had I know I had to call and cancel the rooms....I would have. I was clear with the front desk that I was contacting other hotels to see what they had to offer.

Business

Response:

Dear Ms. [redacted]: Our cancellation policy is strict and noted on our website as well as any communication between our staff and customers. There is no functionality to enter a “24-hour hold” in our reservation system, and any reservation made with a credit card is eligible for cancellation without charge until 6 PM, local hotel time, on the day of arrival. During your initial complaint, you mentioned to my Front Office Manager that you had not placed a reservation, then during subsequent conversations with our corporate office and myself stated that you had made a reservation with a “24-hour hold,” which as aforementioned is not possible; any reservation is subject to our standard cancellation policy. Unfortunately, as the hotel was sold out for the night of your reservations and your rooms were held for arrival, we had no choice but to process the full No Show fee for your booking. I apologize for any miscommunication regarding my availability for contact; I was out of town beginning Monday, October 28 and did not return until Monday, November 4, when we first spoke about your complaint. Due to the above mentioned considerations, the hotel is not willing to offer you a refund for reservations you agreed to and were unable to cancel within the explained time frame.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.1. Unrelated to the complaint - my name is [redacted], not [redacted] 2. I did not use the website. My contact was strictly via telephone, so the fact the cancellation policy is on the website is irrelivant. 3. The statement their system has no functionality to enter a "24 hour hold" does not preclude the receptionist from telling me they would hold the rooms for 24 hours and if I did not call back to confirm, they would release the rooms. 4. The statement "During your initial complaint, you mentioned to my Front Office Manager that you had not placed a reservation, then during subsequent conversations with our corporate office and myself stated that you had made a reservation with a "24 hour hold" - appears to emply I am lying and not telling the truth - perhaps changing my story. I am apalled and disappointed with YOUR "customer service" skills. I do not deny having the conversation with the receptionist to hold the rooms for 24 hours - if in your world, this is a reservation - so beit. To me, its a 24 hour hold. Here is a bullet point of "my story": A. I contacted the Hilton/Hampton for information on how to go about holding 10 rooms for a family reunion - the expectation was the family member would call and give their credit card info to finalize. I needed to call other hotels to see what they had to offer and also discuss with family members before finalizing......hence the 24 hour hold. B. I was not the final decision - I had to contact other family members to be sure they agreed to location & pricing. C. I did not want to be charged for the rooms - I did not want to pay a penalty if some people did not show up. D. I did not receive a confirmation number, nor did I sign or agree to any contract. (if Hilton/Hampton Inn sent a confirmation number - as I was not expecting a confirmation, it "could" have been deleted by junk mail.) The Hildton [redacted] Inn sent me a written contract that I signed and agreed to hold the rooms "AT NO CHARGE TO ME" - until the week end arrived. If the rooms were not picked up by a family member, Hilton [redacted] Inn would then release the rooms. E. And finally, I never denied having the conversation with the front desk to hold 10 rooms for 24 hours. Reservation - or no reservation - the rooms were only to be held for 24 hours so I could continue to research other hotels in the area and confer with family members. 5. I was not "unable" to cancel the rooms. I did not know I had to cancel. My understanding was the rooms would be held for 24 hours. If I did not call back to confirm the rooms, they would be released. I am a [redacted] Priority Club member. I understand completely the process of making sure reservations are cancelled if plans change. There is no way I would not call to cancel a reservation had I known I was supposed to. This WAS a "24-hour hold". In closing - I cannot afford to pay $1200.00. $1200.00 is equal to 3 tanks of oil to heat my house this winter. I am 63 years old - a senior citizen. Because of the miscommunication that prevailed here, I would expect Hilton/Hampton Hotel Company to reverse the $1200.00 in full. This is also causing me an enormous amount of stress wondering how I am going to pay $1200.00 should this not be resolved in my favor. Regards,[redacted]

Business

Response:

Company states their original response stands.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.It is not true that the cancellation policy was explained to me. As I previously stated, my understanding was they would "hold" the rooms for 24 hours and if I did not call back the rooms would be released. I have contacted my credit card company and they have again opened my claim and will contact the hotel. It is unbelievable to me that this company can give the explanation they do because it is simply "not true". I have also sent a letter to their parent company "Daly 7" and asked them to reconsider. Regards,[redacted]