help with online booking Rome hotels please.

[jkbaus]

Sorry if this is wrong thread but I don't know where to post this.

I have tried to do 2 seperate prepay online bookings this week.

1/. Hilton Rome airport. Logged in and used Hilton website. Enter card number, exp date, etc. No field to enter CVV. I receive confirmation of booking with ref number.
Couple of days later I receive email direct from hotel advising reservation cancelled as credit card declined.

2/ Tribune hotel Rome. Received confirmation. Few days later received email from hotel advising credit card declined.

Was using CBA Amex.
Phoned CBA. They advised that transactions automatically declined as no correct CVV security number.
I requested that the transactions be allowed to process but CBA supervisor advised this is not possible.

Anyone else experienced similar?
Any ideas to get around this?

Thanks in advance for any help/ suggestion.

 

[Boca68]

I just tried a dummy booking at the Hilton Rome airport and surprise, you are correct. No place to enter CVV.

I have experienced websites that don't have this before, but its not been a problem.

Only thing I can think of, is try booking via a 3rd party website? (expedia, hotel.com, booking.com etc...)

Might get a better price too. And you can credit any reward programs post-stay.
Sorry,I can't be of more help

 

[jkbaus]

I just tried a dummy booking at the Hilton Rome airport and surprise, you are correct. No place to enter CVV.
I have experienced websites that don't have this before, but its not been a problem.

Only thing I can think of, is try booking via a 3rd party website? (expedia, hotel.com, booking.com etc...)

Might get a better price too. And you can credit any reward programs post-stay.
Sorry,I can't be of more help

Thanks for your reply
For Hilton I was trying to book for the rates in current sale as a member.
I might book through 3rd party or just stay elsewhere for that night before flight.

For Tribune I was after specific deal on their web site.
It was better than I saw on other sites but may have to make the booking through 3rd party.

Just can't believe this issue.
Never experienced before.

 

[Forg]

If it’s not super-soon that you need the booking, maybe just email the hotel directly & ask how to make the booking you want?

 

[Daver6]

Or just call the Hilton reservation line and get them onto it.

 

[jkbaus]

Spoke to Hilton customer care and was told they couldn't help as it is done through the hotel. Planning to phone the hotel after 9.30 am Italian time when their reservation section is supposedly available.

When the Tribune sent me an email re card declined they also sent me a reservation form that I could complete and sign and return to them along with copy of front and back of credit card.
Unfortunately the form ask for lots of details but not CVV. I believe they won't be able to even see the CCV on the pic of the card as it is printed in white on light grey.
I think this will be declined if they try again.
Planning to phone them when their reservation section is open to see if it can be sorted.
It's a relatively small hotel and 3rd party sites I have looked at don't have availability for my dates.

I will post what happens so anyone else facing similar issues may be assisted.

Thanks again for suggestions above.

 

[jkbaus]

Quick update.
Phoned both hotels.
Both advised I have to call again on Monday

 

[Forg]

Those whacky Italians ... 24/7 service, ain’t no Italian thing.

 

[cjd600]

Wow. Should not be so difficult...

 

[odysseus]

Service industry. Heh.

 

[Boca68]

Quick update.
Phoned both hotels.
Both advised I have to call again on Monday

You're joking? That's just nuts. If you run a hotel, its 24/7. I'd understand if it was a small B&B or Hostel, but a Hilton?

 

[jkbaus]

Latest update.
Didn't bother with phone call to Hilton.
Did another booking and used ANZ travel adventures card. Pending amount showing on ANZ so looks like ok.

Phoned the Tribune Hotel. Really helpful staff member Selene.
Explained that I would prefer not to send form with my details and pics of front and back of credit card.
She agreed that I could try using the website again with different credit card and suggested I send her an email when I had done this.

I did new booking on the website with ANZ card. I sent her email with new booking confirmation number.
Two hours later I received an email from Selene confirming success of payment for new booking and cancellation of old booking.
Just hope I don't get charged twice.

 

[DC3]

... I have tried to do 2 seperate prepay online bookings this week.

1/. Hilton Rome airport. Logged in and used Hilton website. Enter card number, exp date, etc. No field to enter CVV. I receive confirmation of booking with ref number.
Couple of days later I receive email direct from hotel advising reservation cancelled as credit card declined.

2/ Tribune hotel Rome. Received confirmation. Few days later received email from hotel advising credit card declined ...

I see that you have got around the payment issue.

I have credit card details (Amex issued) in my HHonors account profile and I use that for bookings (no CVV needed). I used it last year when booking at the Hilton Rome Cavalieri without any issues.

Edit: Some may not be comfortable with loading cc details into a hotel account profile, but it has worked without any problems for some years