Low Rate Reservation Cancelled By Hotel [Only Fixed after Contacting Hilton]

[Spacetravel]

Hello AFF,

So I have an upcoming booking for The Gabriel Miami for Ultra Music Festival Weekend (VERY busy weekend). I made a booking in April 2021 for 23rd March 2022 to ensure I could secure the hotel and room I wanted and at a good price. I got the booking at $331 USD (per night) + Tax (No resort fee). The rate is a flexible rate with no deposit required and 1 day cancellation terms.

In may last year I cancelled a credit card (the one I had entered in the booking) and signed up to a new one, went into my online booking and updated it to the new card.

At 9AM this morning I received an email from Amex advising a charge was attempted to my closed credit card. Upon investigating I discovered it was this hotel and I found by 9:30 AM the booking had been cancelled. No email to advise the card they attempted to charge was declined or any contact to discuss the declined card.

I contacted the hotel immediately (10am our time / 6pm hotel time) and they advised me that the booking was cancelled due to invalid credit card. If I wanted to stay I needed to pay the new rate of $1655 per night +$25 resort fee. They said they can't reinstate it because its a high demand season.

For reference here is the policy terms I booked under, no where does it say they would be taking payment 05/02 and this was all due to their mistake of not charging my new card (yes I double checked the booking a week ago to confirm the new card was on there).

Rate Rules and Cancellation Policy​

There is a credit card required for this reservation. If you wish to cancel, please do by 11:59 p.m. on Mar-23-2022, to avoid cancellation penalties. When you check in, a hold may be placed on your card for the full anticipated amount to be owed to the hotel, including estimated incidentals, through your date of check-out. Any such hold may not be released for 72 hours from the date of check-out or longer at the discretion of your card issuer

Does anyone have any ideas what I can do about this? I booked my entire holiday around this booking, everything remotely in the area is at similar exorbitant prices now. I booked a 11 months in advanced when bookings were scarce and covid uncertainty was high, now they can resell the room at 5x the price. It appears they just wanted an excuse to cancel the booking so they can secure a new price.

 

[33kft]

Does anyone have any ideas what I can do about this?

More than likely nothing, unfortunately. Your credit card is the convenient excuse they can use to extract the maximum revenue from your room. They probably don't need an excuse at all (we don't have full T&Cs but I'd be shocked if any hotel T&Cs didn't give them multiple provisions to cancel any booking in advance) but they have one now and it's pretty clear from their actions so far that they've discovered an out and have exercised it.

 

[glasszon]

Do you have diamond status? You can try giving the diamond line a call to see what they can do, but I doubt anything can be done if the hotel insists, given the declined credit card charge.

The unfortunate reality is even if your credit card is valid, sometimes the card provider can decline a charge if they suspect the transaction to be fraudulent.

 

[muppet]

I suspect it will be hard to enforce your rights, but payment shouldn’t be required for that type of reservation. If it was an “advance payment” reservation, then sure they are within their rights. But Fully flexible bookings are paid on check out and it clearly states that a hold will placed at check-in, not in February.

 

[Brissy1]

Very disappointing for you. I've always had excellent and flexible service from Hilton, even been able to cancel and refund "no refund" bookings. Perhaps try through a central booking line rather than via the hotel.

 

[DC3]

I would try emailing the hotel rather than by telephone contact, in order to get something in writing:

[email protected]

And, I would avoid mentioning any previous conversation by telephone.

 

[Spacetravel]

Do you have diamond status? You can try giving the diamond line a call to see what they can do, but I doubt anything can be done if the hotel insists, given the declined credit card charge.

The unfortunate reality is even if your credit card is valid, sometimes the card provider can decline a charge if they suspect the transaction to be fraudulent.

Sadly currently only gold. Ironically enough this stay would have taken me back over to diamond.

Is there anywhere I can find the card listed on the booking to show I had the correct card listed? Now the booking is cancelled it won't show any information.

Very disappointing for you. I've always had excellent and flexible service from Hilton, even been able to cancel and refund "no refund" bookings. Perhaps try through a central booking line rather than via the hotel.

Unfortunately I've had a few instances of poor service from Hilton properties recently. It really feels like franchise properties are going rouge and not holding to Hilton standard these days.

I tried to call Hilton directly about it but they said they couldn't reach the hotel, and told me to contact them directly. I guess I could try calling Hilton again though.

I would try emailing the hotel rather than by telephone contact, in order to get something in writing:

[email protected]

And, I would avoid mentioning any previous conversation by telephone.

Ok I will give this a go. Thanks.

 

[eric2011]

The credit card used when making the reservation is the one sent to the hotel system. Any new card added to your profile is only used for new bookings. So therefore the card they had on your booking was the cancelled card.
Also I dont believe the hotel was actually charging your card, rather they were doing a pre-auth to ensure the card they had on the booking was valid and as it wasnt a valid card the booking was cancelled. Sorry but all allowable

 

[There'sOnlyOneJimmy]

Also I dont believe the hotel was actually charging your card, rather they were doing a pre-auth to ensure the card they had on the booking was valid and as it wasnt a valid card the booking was cancelled.

In a situation like that, I’d like to think that the hotel would first make contact to request a replacement card.
Credit cards get cancelled for all sorts of reason, including bank initiated cancellation where they suspect that the card has been compromised.

 

[eric2011]

In a situation like that, I’d like to think that the hotel would first make contact to request a replacement card.
Credit cards get cancelled for all sorts of reason, including bank initiated cancellation where they suspect that the card has been compromised.

Unfortunately we don't live in a perfect world

 

[Spacetravel]

Emailed the hotel, got sent

The credit card used when making the reservation is the one sent to the hotel system. Any new card added to your profile is only used for new bookings. So therefore the card they had on your booking was the cancelled card.

Nope, I didn't update my "profile" I went into the actual booking for the stay and updated the credit card. I did this with other bookings I had and they all updated fine. The first person I spoke to at the hotel actually indicated they had the updated card but it was a low level front desk person who said they don't have the power to reinstate the booking.

Also I dont believe the hotel was actually charging your card, rather they were doing a pre-auth to ensure the card they had on the booking was valid and as it wasnt a valid card the booking was cancelled. Sorry but all allowable

Usually a pre auth is $1 - $100, the email from American Express indicates they tried to charge the entire stay, which again the terms of the booking indicate the pre auth is done on check in, not 6 weeks before arrival. I've also never had a flexible booking attempted to be authorised outside of the timeframe on the booking.

In a situation like that, I’d like to think that the hotel would first make contact to request a replacement card.
Credit cards get cancelled for all sorts of reason, including bank initiated cancellation where they suspect that the card has been compromised.

This is exactly what my issue is, I wish they did. If they attempted to make contact and maybe didn't get a response after 48 hours, fair enough but this wasn't the case.

An update, I did this:

I would try emailing the hotel rather than by telephone contact, in order to get something in writing:

[email protected]

And, I would avoid mentioning any previous conversation by telephone.

They responded to me with a form to fill out and send back which I did immediately, however I have had not had any follow up yet. Fingers crossed. If they don't honour it, my backup plan is to buy points and use it to stay at either a lower level room or another Hilton property in the area. I don't know which sticks it to the property more, using points to book a room they could otherwise sell or just staying elsewhere on points and be done with these guys.

 

[Flying Fox]

Hotels can be a..holes sometimes.

I made a booking in April for rooms in SYD over NYE at a very good price for approx 4 nights. Got a phone call about 2 weeks later saying that the hotel was fully booked and they were cancelling my booking.

I suspect that the hotel worked out I reserved a good price and decided to shaft me and resell my room for a crazy price for NYE.

Nothing I could do but book elsewhere. The hotel held all the cards. Still hate the fact that I got shafted by the hotel.

Sorry to hear about your situation.

 

[Spacetravel]

Hotels can be a..holes sometimes.

I made a booking in April for rooms in SYD over NYE at a very good price for approx 4 nights. Got a phone call about 2 weeks later saying that the hotel was fully booked and they were cancelling my booking.

I suspect that the hotel worked out I reserved a good price and decided to shaft me and resell my room for a crazy price for NYE.

Nothing I could do but book elsewhere. The hotel held all the cards. Still hate the fact that I got shafted by the hotel.

Sorry to hear about your situation.

Wow that's crazy! I'd be livid (similar to now) at least I still have options. To cancel a NYE booking puts you in a really difficult spot. Sorry to hear it happened to you too. Was it also a Hilton property?

I previously would avoid TA's as all I would see as they add commission and extra change fees for no benefit. But with experiences like these (and other flight problems I've been having) I'm starting to consider if a quality TA could be useful in the future to not get screwed like this.

 

[Flying Fox]

Wow that's crazy! I'd be livid (similar to now) at least I still have options. To cancel a NYE booking puts you in a really difficult spot. Sorry to hear it happened to you too. Was it also a Hilton property?

From memory it wasn't a Hilton property but your terrible experience seemed similar to mine so I thought that I would vent (clearly I need therapy ).

I hope that your situation gets sorted out for you.

 

[Spacetravel]

I return to provide an update!
So I've been calling the hotel every 6-12 hours for the last week, each time I call I was provided a different response, ranging from there is nothing we can do you will have to rebook to call back when a manager is present (but they were never available when I'd call regardless of time of day including 12pm local time). I was asked to send an email (even though I already had sent many but it hadn't been responded to). Throughout my days I completed a complaint form on the Hilton website which said was forwarded to the hotel.

Out of the blue today I received an email from the hotel manager:

Good afternoon Mr. banana0692,

I hope this message finds you well, and you’ve had a nice weekend. I am contacting you regarding your reservation made for March 24th, 2022 through March 28th, 2022 that had been cancelled.
I want to thank you for quickly reaching out and notifying us of the credit card changes that took place in your Hilton profile. We apologize for any inconvenience and confusion that may have been caused;
and would love to reassure you that we will be honoring the original rate in the reservation you made.

Below I have included the confirmation number applied to the reinstated reservation. Thank you for being a loyal Hilton Honors member, we look forward to your stay with us!

I'm not sure which method of contacting them got through, I have a feeling it was the complaint form but who knows. What I am happy about is they reinstated the reservation and I can see it in my honors account! Glad to say this was a positive outcome as I was almost certain the booking was done for and I actually already booked another Hilton down the road which I will now cancel. Persistence pays off, can't say I did have a good weekend though as I spent it hassling the hotel.

 

[bam71]

Awesome!

 

[lahlee]

I return to provide an update!
So I've been calling the hotel every 6-12 hours for the last week, each time I call I was provided a different response, ranging from there is nothing we can do you will have to rebook to call back when a manager is present (but they were never available when I'd call regardless of time of day including 12pm local time). I was asked to send an email (even though I already had sent many but it hadn't been responded to). Throughout my days I completed a complaint form on the Hilton website which said was forwarded to the hotel.

Out of the blue today I received an email from the hotel manager:



I'm not sure which method of contacting them got through, I have a feeling it was the complaint form but who knows. What I am happy about is they reinstated the reservation and I can see it in my honors account! Glad to say this was a positive outcome as I was almost certain the booking was done for and I actually already booked another Hilton down the road which I will now cancel. Persistence pays off, can't say I did have a good weekend though as I spent it hassling the hotel.

That's an excellent outcome! You must be VERY relieved after a stressful week. And it's a good PR move for Hilton, even just for readers of this thread.

 

[docjames]

Well done, great result, suspect the complaint on the Hilton website sounds like the one that had an effect - local hotel operations wont have wanted head office knowing what they'd done...... (or maybe it was just coincidence and finally the hotel decided on it's own to do the right thing).

 

[Happy Dude]

A good and just outcome! If things had not worked out for you I would have suggested to make fully refundable reservations for several rooms for next years event, then cancel all the day before.

 

[VPS]

I return to provide an update!
So I've been calling the hotel every 6-12 hours for the last week, each time I call I was provided a different response, ranging from there is nothing we can do you will have to rebook to call back when a manager is present (but they were never available when I'd call regardless of time of day including 12pm local time). I was asked to send an email (even though I already had sent many but it hadn't been responded to). Throughout my days I completed a complaint form on the Hilton website which said was forwarded to the hotel.

Out of the blue today I received an email from the hotel manager:



I'm not sure which method of contacting them got through, I have a feeling it was the complaint form but who knows. What I am happy about is they reinstated the reservation and I can see it in my honors account! Glad to say this was a positive outcome as I was almost certain the booking was done for and I actually already booked another Hilton down the road which I will now cancel. Persistence pays off, can't say I did have a good weekend though as I spent it hassling the hotel.

Great result

A good and just outcome! If things had not worked out for you I would have suggested to make fully refundable reservations for several rooms for next years event, then cancel all the day before.

that's nasty - but a good idea