Hampton Inn and Suites Promised refund but never delivered Ormond Beach FL
I am a HHonors Gold member and have been for several years. Booked an online reservation online on 1/15/16, 10 day stay starting 2/11 at Ormond Beach Hampton Inn, Confirmation #85568321. Unfortunately, I booked the wrong FL Beach Hampton. I could not cancel online due to the special event, it was past the canc window, reservation was 27 days in advance, normally there is a 24-72 hr canc period to avoid canc penalties. You would think that anytime the canc period deviates from norm, it would be CLEARLY noted.
Called hotel less 25 min from placing online reservation, advised of my mistake, was assured she would cancel with no penalty. I then booked for the same dates at the correct Hampton.
On 2/16 we were charged the full 10 days, 2,688.75. If I would have been told I would be charged the full stay, I would not have made an alternative reservation. Spoke with GM, who agreed to refund. After multiple documented conversations, attempts by GM to give credit, was told that Hampton Corp is not allowing the credit. But Hampton states it is the GM’s decision to make exceptions not them.
We would like a full refund but according the email confirmation, “Your reservation is guaranteed by a deposit of 268.88 that has been/will be charged to your credit card. Cancellations were required by 4PM on Dec 28, 2015 local hotel time. Because this time has already passed, your deposit is non-refundable.” Leads me to believe only 268.88 should have been charged, which would be easier to live with than the entire amount.
Despite this issue, we have stayed at a Hilton brand on 14 additional occasions since this incident. You would think that some loyalty to the Hilton brand would be honored, especially since we didn’t just cancel, we stayed at a different Hampton with the same dates.
As of today, have never heard from anyone. We go out of our way to book a Hilton brand, even so much that a couple of months ago, stayed at a Hampton which was approximately 25 minutes from our destination when there was a Holiday Inn within walking distance.