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Hilton reservation secretly sold reward point for my hotel stay

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PayrollHRGuy

Senior Member
That's the form but think before you jump. You have no idea what the GM will say in court nor what evidence he may bring.

You need to prove that you contracted to pay X and you were actually charged Y.
 


FlyingRon

Senior Member
Do you have a lawsuit filed yet?

I'm still confused. Now I'm beginning to think you just screwed up and are making excuses. Did you check the "BOOK WITH POINTS AND MONEY" option? If you are logged into your HHONORS account, your points total is at the top of the page. Yes, you can get down the "POINTS AND MONEY" rathole, but I'm failing to see how this is Hilton's fault you weren't paying attention. It's a bit hard for me to test practically as I have over 750,000 points.
 

quincy

Senior Member
I want to ask if I write my small claim filing properly.
Can I file SC-107 to subpoena General Manager as witness with document?
How do I proof the Hilton reservation is in error (the Hilton Reward customer service agent told me on the phone they had problems and they were making changes to their web site several times since.) The error was: no showing how many point I have (or do not have) and end up charging the entire stay by buying points without disclosure nor consent. I never know I was overcharged by buying reward points for $684.79 for a $150 room until months later shocking found this charges in my credit card statement (secretly).
Have you already filed a small claims suit? What are you claiming as damages?
 

Shadowbunny

Queen of the Not-Rights
I never know I was overcharged by buying reward points for $684.79 for a $150 room until months later shocking found this charges in my credit card statement (secretly).
What do you mean you found the charges secretly?

And why did it take you MONTHS to see the charges? Do you not look at your statement?
 

young707

Junior Member
While talking with different Hilton Reward customer services people, they said this refusal to refund is Corporate decision. My impression is Hilton worry massive law suits and court costs; due to errors on the points vs cash sliding scale payment calculations in their online reservation web site. They said they are sorry and willing to give me double points for next couple years.

These are some reply from Hilton Corporate:

We have received your request to reverse the point purchase that was made on June 15 and refund the $684.79 back to your credit card ending in 0067. Unfortunately, as those points were used for your July 21 Hilton Garden Inn Monterey stay we are unable to process your request. Our records show that the reservation and purchase were completed via your online account. The online booking platform will provide several notices if the member is required to purchase points to complete the booking. These notices include the amount of points that will be required to be purchased as well as the cost of those points. It is stated on the room selection page and twice on the summary page, which displays one of the notices in a yellow box with a warning icon on it that the member has to scroll past in order to enter the credit card information and confirm the booking. We do regret the inconvenience if you did not see these notices.
Thank you for your continuing support of Hilton and the Honors guest reward program. Please let us know if you have any further questions or concerns.
Sincerely,
Jennifer P.
Senior Specialist
Honors Finance

Thank you for your inquiry regarding points purchase. We appreciate you taking the time to contact us.
For Non-Reservation Point Purchase transactions, Members can buy up to 80,000 Hilton Honors Bonus Points per calendar year in 1,000 point increments. The total cost of Points will be shown during the purchase process before completion. Points may be purchased online, via written request, by phone, or by sending an e-mail to Hilton Reservations and Customer Care.
In addition to the Non-reservation Point Purchase option, Members can purchase Points during the booking process when the Member does not have enough Points to redeem a Reward Stay. Members can purchase an unlimited number of Points up to the total number of Points required to redeem the Member's desired Reward Stay. Members must purchase these Points during the Reward Stay booking process, either by credit card online, or via telephone, at 1-800-4HONORS (1-800-446-6677), in the U.S. At any time, at the sole discretion of Hilton Honors, Members may be limited in the number of Points they can purchase via this option, and that limit may change at any time without notification. The cost of Points purchased through this option depends on the number of Points purchased and is subject to change at any time without notification. Total cost of Points will be shown to Member during the booking process before purchase. All purchases must be made in U.S. dollars only.
Finally, please keep in mind that these transactions are non-refundable. For more information regarding the Point Purchase Program, please visit http://hiltonhonors3.hilton.com/en/terms/index.html#point_purchase_program.
As always, thanks for traveling with us and please let us know if you have any other questions. You can reach us any time at [email protected].
Happy travels,
Cherish C.
Corporate Guest Relations Specialist
Hilton Reservations and Customer Care
 

quincy

Senior Member
It sounds as if you were neglect in reading the terms of your reservation and the costs involved. I think you will have a difficult time supporting a lawsuit.
 

Zigner

Senior Member, Non-Attorney
What about that makes you believe that they are worried? It's obvious that you mistakenly made a purchase on their website while ignoring multiple warnings about what you were doing. In other words, YOU made the mistake.
 

PayrollHRGuy

Senior Member
While talking with different Hilton Reward customer services people, they said this refusal to refund is Corporate decision. My impression is Hilton worry massive law suits and court costs; due to errors on the points vs cash sliding scale payment calculations in their online reservation web site. They said they are sorry and willing to give me double points for next couple years.
They really don't sound like they are worried about anything at all.
 

young707

Junior Member
I did NOT know I was charged to buy points to stay in Hilton.
I did NOT see the real charges UNTIL I received my credit card statement months later in August, with the entry
"June 15 POINSHHONORSREWARD800-548-8690" $684.79
I called then find out I was buying points.
 

Zigner

Senior Member, Non-Attorney
I did NOT know I was charged to buy points to stay in Hilton.
I did NOT see the real charges UNTIL I received my credit card statement months later in August, with the entry
"June 15 POINSHHONORSREWARD800-548-8690" $684.79
I called then find out I was buying points.
Yes, we get it. You misunderstood what you were doing and mistakenly purchased points without realizing it...
 

PayrollHRGuy

Senior Member
I did NOT know I was charged to buy points to stay in Hilton.
I did NOT see the real charges UNTIL I received my credit card statement months later in August, with the entry
"June 15 POINSHHONORSREWARD800-548-8690" $684.79
I called then find out I was buying points.
You did not know because you failed to read what they put in front of you when you were online.
 

quincy

Senior Member
I did NOT know I was charged to buy points to stay in Hilton.
I did NOT see the real charges UNTIL I received my credit card statement months later in August, with the entry
"June 15 POINSHHONORSREWARD800-548-8690" $684.79
I called then find out I was buying points.
Essentially, you screwed up when you made your reservation. It happens.
 

young707

Junior Member
I received this reply from Hilton on 9/13/2018,
Re: Existing Guest Assistance Case Inquiry

Thank you for your inquiry regarding points purchase. We appreciate you taking the time to contact us.
For Non-Reservation Point Purchase transactions, Members can buy up to 80,000 Hilton Honors Bonus Points per calendar year in 1,000 point increments. The total cost of Points will be shown during the purchase process before completion. Points may be purchased online, via written request, by phone, or by sending an e-mail to Hilton Reservations and Customer Care.
In addition to the Non-reservation Point Purchase option, Members can purchase Points during the booking process when the Member does not have enough Points to redeem a Reward Stay. Members can purchase an unlimited number of Points up to the total number of Points required to redeem the Member's desired Reward Stay. Members must purchase these Points during the Reward Stay booking process, either by credit card online, or via telephone, at 1-800-4HONORS (1-800-446-6677), in the U.S. At any time, at the sole discretion of Hilton Honors, Members may be limited in the number of Points they can purchase via this option, and that limit may change at any time without notification. The cost of Points purchased through this option depends on the number of Points purchased and is subject to change at any time without notification. Total cost of Points will be shown to Member during the booking process before purchase. All purchases must be made in U.S. dollars only.
Finally, please keep in mind that these transactions are non-refundable. For more information regarding the Point Purchase Program, please visit http://hiltonhonors3.hilton.com/en/terms/index.html#point_purchase_program.

As always, thanks for traveling with us and please let us know if you have any other questions. You can reach us any time at [email protected].
Happy travels, Cherish C. Corporate Guest Relations Specialist Hilton Reservations and Customer Care
 

young707

Junior Member
I received this from Hilton on 9/17/2018
Subject: Hilton Honors Point Purchase
We have received your request to reverse the point purchase that was made on June 15 and refund the $684.79 back to your credit card ending in 0067. Unfortunately, as those points were used for your July 21 Hilton Garden Inn Monterey stay we are unable to process your request. Our records show that the reservation and purchase were completed via your online account. The online booking platform will provide several notices if the member is required to purchase points to complete the booking. These notices include the amount of points that will be required to be purchased as well as the cost of those points. It is stated on the room selection page and twice on the summary page, which displays one of the notices in a yellow box with a warning icon on it that the member has to scroll past in order to enter the credit card information and confirm the booking. We do regret the inconvenience if you did not see these notices.
Thank you for your continuing support of Hilton and the Honors guest reward program. Please let us know if you have any further questions or concerns.
Sincerely, Jennifer P. Senior Specialist Honors Finance

This IS totally incorrect. I made reservation on 1-2018 twice and 9-2018 twice, all show my balance. However this 6-2018 reservation did not show point balance, but show my balance can cover that hotel stay and do not require I have to pay cash.
 
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