Anybody else ever have Hilton cancel your reservation and bill you for it and refuse to admit they messed up?

If they canceled it via email, you have the email showing cancelled. If it went onto your bank or CC, you have the statement showing they charged you. Not sure what the problem in getting this fixed would be. Go to Hilton customer service first, if they don't fix, then dispute charge with bank or CC company. All of that is obvious, so I know there is more to it than the OP, so how was it cancelled, when and how did you find out, ect?

It was a non refundable reservation as I was obligated to attend a family function. I found out about it when I checked my status when I got a marketing email from Hilton and went in to see what the offer was and incidentally check my upcoming stay...it was canceled. I did not initiate the cancelation as it was non refundable not to mention I was looking forward to being there. Hilton says my travel agent must have canceled it. Discover card denied my dispute. Out $378 and had to make a new reservation.

Edit to add : no cancelation email and I don't use a travel agent.

Sorry man, not gonna be any help i'm afraid. If you have status with Hilton, depending on level, try that route with the number on your card. Otherwise, keep on with customer service and keep attempting to escalating it to a higher manager/level, if possible. Get them to admit under what circumstances you would cancel if you were obligated to pay even in canceled. You're not in the business of freeing up rooms for Hilton to collect double on. Idk, but best of luck to you.

I have already discovered there is no customer service just a script that they read from.

There is a reason I avoid Hilton properties

Maybe call Team Clark to get advice?
https://clark.com/about-consumer-action-center/

For 30 years on the road traveling our company used Hilton properties. I stayed in one about 200 plus nights annually and had very few problems over all those years.
If you are a Hilton Honors member and are above the basic card level they have a special customer service number on the back of the card.
I had lots of instances that I was past the deadline to cancel reservations and they always handled it with me without any issue.
Did you make the reservations through the Hilton reservations or go through a company like Trivago etc?

I have only used the Hilton app since I started traveling more the last few years. Never had any issues. The hotel staff didn't seem surprised my reservation got canceled so I was wondering if this is common.

Catch a skunk in a crab trap under your RV. Relocate to closest Hilton lobby.

I'd send their corporate office a certified letttrt you intend to file a claim in small claims court and will request copies of all internal documentation and communications regarding your stay. This will include code for any automated reservation system that would have handled the reservation and log of the data recording the transactions. Make yourself a pain in the ass and force them to waste more money defending their fraudulent action than it is worth.

Gunny456 said:

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For 30 years on the road traveling our company used Hilton properties. I stayed in one about 200 plus nights annually and had very few problems over all those years.
If you are a Hilton Honors member and are above the basic card level they have a special customer service number on the back of the card.
I had lots of instances that I was past the deadline to cancel reservations and they always handled it with me without any issue.
Did you make the reservations through the Hilton reservations or go through a company like Trivago etc?

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This isnt isolated to hotels, but it is bothersome to me that in order for businesses to help you right their own wrongs you don't have a chance unless you're in their leveled up membership....regular membership isn't even enough anymore.

I didn't say anything about them doing something wrong and because I was an upper tier HH member they would fix it. I said they would overlook my late cancellations and not penalize me for it.
That's not them righting their wrongs.
It's business as usual. Like many businesses, the more money you spend with them, the more they will give you. Volume discounts are an example of that. Rewards cards are another. I enjoyed many years doing business with Hilton properties and for the many nights I stayed with them, as noted above, had little issues.
The difference perhaps was, I made all reservations through them only myself. I never used a third party to handle my reservations.

MouthBQ98 said:

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I'd send their corporate office a certified letttrt you intend to file a claim in small claims court and will request copies of all internal documentation and communications regarding your stay. This will include code for any automated reservation system that would have handled the reservation and log of the data recording the transactions. Make yourself a pain in the ass and force them to waste more money defending their fraudulent action than it is worth.

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This right here. You have to go above the basic customer service group.

Social media can also be your friend here. One of its few good uses

No not you specifically, but the OP isn't going to get the same customer service response you do because you have hundreds of nights under your belt with them and he doesn't. My point was that it is sad that customer service isnt a baseline service anymore unless you are a corporate account. They shouldn't take the reservation if they can't service it.

I would contact their Twitter account. They left me stranded last year and I did so and had a room within about 6 hours. Mildly irritating but they made it right.

Yes sir. Agree.

Poop in the elevator.

CS78 said:

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Poop in the elevator.

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If they still use tank toilets, drop one in the upper deck.

My wife had a similar issue with Hilton recently:

She booked a reservation online and received a confirmation email. At check-in, a few weeks later, the desk clerk said their computer system is down and he'll get her checked in manually. After she checked out, they charged her more than double the rate on the reservation. She called Hilton and they say she cancelled the reservation and re-booked at check-in. She explained what happened at check-in and they said call the hotel as it was done on their end. The hotel claims she didn't have a reservation and booked a room at check-in. The hotel claims the reservation is an issue with Hilton corporate and they can't correct it, Hilton corporate claims the issue is with the specific hotel and they can't correct it. We will avoid Hilton properties going forward.

I had a reservation canceled when i canceled a tee time the day before.


I called and said, can I cancel tee time at the golf shop of JW San Antonio. Said yes - got email showing it canceled.

Checked in next day and they showed me as canceled room as well. It took 30 minutes, but i was able to get another room. It was because my Bonvoy number was attached to golf / room.