CB Travel and Vacations Hilton Honors Worldwide Advance purchase/double billed/promised points

promised points

Lindsay Niebes of US

Sep 10, 2023 11:00 pm EDT

Verified customer

Featured review

Pre booked my stay on May 17th 2023 with Hilton Honors account. Prepaid for my stay that was scheduled on June 2 and June 3rd 2023 for our niece's graduation from high school. Prior to arrival we checked in online and got a digital key. Used our digital key to get into side door of hotel and went straight to our room. Early AM on June 3rd got a knock on the door by staff and they stated "Oops Im sorry I thought this room was vacant". Got another knock around noon same day and was asked to come to front desk as the desk doesn't have anyone registered to this room. Went to desk and gave my confirmation email information to the staff member and stated we had checked in online and were using our digital key. Staff member told me she wasn't sure what happened but would need to make a new reservation so the room didn't come up "vacant" anymore. Asked if I would be charged as I had already pre paid for the room on May 17th. Was told would absolutely not get charged again. They had to give me a regular room card key because by making a new reservation my digital key would no longer work. No problem right? Yep there was a problem as I was charged again for the exact same amount of my prepaid charge from May 17th and again on June 2nd. Attempted numerous and I mean numerous times to get my money back. Was told by Hilton after at least 10 emails that I would be getting my money back. Called hotel at least 4 times and was told by Danielle the manager who was difficult to get ahold of (appears she has staff screen her calls) I would be getting my money back and was promised 60,000 Hilton points for all the inconvenience. Danielle told me to call her back in a few days if I didn't get my money back. Called 7 days later to tell her I didn't get my money back. She just couldn't believe I didn't have my money because she did what she needed to do on her end. She told me she didn't know why I didn't have my money back and said she has done everything she can on her end. Gave me the managment companies number. Called them and left message. Still to this day never got a call back. Called Hilton again who told me I needed to work it out with the hotel. Never got the points and never got money back from hotel. Luckily I had used my major credit card and opened a dispute to get back my money. Finally got money back by my credit card that provided exceptional customer service unlike this hotel after 74 days! Yes 74 days to resolve! Still am very unhappy about being promised Hilton points and never received them! Would not recommend this hotel and have now become a Marriott member!

Desired outcome: Just want my 60,000 Hilton Honor points that I was promised by Danielle the Hampton Inn Manager on the phone on 3 occasions! Don't make promises you can't keep!

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Hilton Honors Worldwide - Point redemption policy 14

Resolved

Hilton Honors Worldwide - Customer service 2

Resolved

Hilton Honors Worldwide - Lifetime membership not honored 1

Resolved

Hilton Honors Worldwide - Cancelled reservation 24 hrs. in advance and they did not redeposit points

Resolved

Hilton Honors Worldwide - No fine print 2

Resolved

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Hilton Honors Worldwide Contacts

Hilton Honors Worldwide phone numbers

1800 409 633
1800 409 633

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Ireland

1800 446 667
1800 446 667

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Australia

+1 (800) 650-1316
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India

1800 801 818
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Malaysia

1800 1651 1818
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Philippines

+1 (800) 737-1818
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Mexico

+1 (800) 548-8690
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+64 800 171 171
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+43 800 293 229
+43 800 293 229

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+32 80 012 246
+32 80 012 246

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Belgium

+420 800 142 370
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+45 80 881 860
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Denmark

+358 800 113 222
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Finland

+33 800 907 546
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France

+49 800 181 8146
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+30 800 4414 2072
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+39 800 878 346
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Netherlands

+47 80 011 426
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+48 800 441 1482
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Portugal

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+34 900 993 246
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Spain

+34 20 796 551
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Sweden

+41 800 552 246
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Switzerland

+90 800 448 822 073
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Turkey

+86 800 820 2010
+86 800 820 2010

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China

+852 800 968 391
+852 800 968 391

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Hong Kong

+81 368 641 634
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Japan

+966 800 820 0010
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Saudi Arabia

+27 800 999 956
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South Africa

+82 806 820 882
+82 806 820 882

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South Korea

+886 801 651 818
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Taiwan

+66 800 651 818
+66 800 651 818

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Thailand

+971 800 0200 0011
+971 800 0200 0011

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UAE

+54 800 444 0983
+54 800 444 0983

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Argentina

+55 800 891 4118
+55 800 891 4118

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Brazil

+56 123 0020 6503
+56 123 0020 6503

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Chile

More phone numbers

Hilton Honors Worldwide emails

hiltonhonors@hilton.com

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Support

Hilton Honors Worldwide address

P.O. Box 9003, Addison, Texas, 75001-9003, United States

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Nov 21, 2024