Hilton app – overcharged after app check-in

[JohnTh]

This has happened to me twice now – under these circumstances I believe:-

Complimentary upgrade had been applied prior to stay (due to Hhonors status) AND then I changed payment card as part of my online check-in to another one on file. This seems to trigger a recalculated room rate – possibly based on current price of upgraded room! 

As app no longer shows room rate once checked in (something else to fix?) the only hint you get is if you look at the CC pre-auth amount (or final bill!)

Hotel has to look at booking history and amend and worst case issue a refund afterwards.

[NorthernLass]

I hadn’t realised, but I think this also happened to me last month. I had a stay which I’d moved – it was originally non-refundable so it was a goodwill gesture by Hilton in moving it for me. I changed my payment card, though IIRC this was at hotel check in, not online. When I checked out I noticed I had been charged an extra £20 on top of the original the room rate, but assumed it was the difference between the original price and the pricing on the nights we actually stayed. Although I thought we should really only have been charged the difference between the original booking date and the new one at the time of the change (£2!), I just left it because they had been really good was us and it was a great stay. But after reading this, I’m now thinking the same thing might have happened.
One to be aware of if you use different payment cards due to things like Amex offers, I guess.

[John]

This happens when the hotel gives you an upgrade manually but the staff member forgets to tick the box on the system that preserves the original rate. Happened to me twice, nothing to do with the app or changing card, although perhaps it can also happen in that circumstance.

Thankfully both hotels were ones that respond to emails quickly; they apologised and refunded straight away with small compensation of extra points in addition to me keeping the 100 or so points from the £10 overcharge (it’s not like they gave me a suite).