- Report: #1160264
Complaint Review: Homewood Suites by Hilton - Hilton Honors - Nationwide
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Author Not Confirmed
Why?
Homewood Suites by Hilton - Hilton Honors
Nationwide, USA
Phone:
18002255466
Web:
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Homewood Suites by Hilton - Hilton Honors Authorized charge for HH points purchased Nationwide
I called the Hilton Honors (HH) reservations line to book Homewood Suites - Galleria St. Louis for our family vacation. I spoke with a rep and told her that I wanted to use my HH points for 2 nights and the remaining balance to be charged on my HH Amex card. The rep said the difference would be $718+, I said ok let's book it. After booking, the rep started going over the details and she called out the wrong dates. I brought that to her attention, she apologized and told me she would make the correction but instead transferred me to a different rep.
According to the second rep, the reservation would need to be deleted and booked again since the initial rep purchased additional HH points to pay for the entire trip. I was not aware nor did I authorize her to do so. I asked her to delete the reservation and cancel the charge on the card. I again was transferred to another rep (Kathy) in a different dept who gave me a case #. The third rep was really cold (like I made the mistake) and told me it would be 15 days to process the return and my points could not be refunded. I called AMEX who confirmed a charge from HH for $2,600+. After 3 hours and 3 reps, the issue is not resolved.
I simply called to book a family vacation and ended up with $2,600 held on my credit card now I don't have the available balance to book elsewhere. Found out the initial rep was "NEW" and I understand mistakes happen but ACKNOWLEDGE that the rep made a mistake, don't overlook the fact that the mistake has caused me an inconvenience. I really wish someone in upper mgmt HH would listen to the phone conversation and provide training to their reps. Additionally, there were no supervisors available to escalate this issue to. I was told the supervisors work BANKERS HOURS. ....
