I decided to stay at a Hilton hotel for the first time when I found out that I was able to obtain a virtual key to use for all areas of the hotel, and to avoid a trip to the front desk for check-in or to check out. I was planning on coming on a late train, so this would make life much easier. I did book the reservation through my credit card rewards portal so that I could prepay for the trip and to redeem points in order to save money on the trip, but it synced to the Hilton app just before the trip for check in. It asked for my credit card for incidentals, which is normal, so I put my card information in the app. The process went smoothly until I saw a pending charge to my card for roughly $458 during our stay that was later posted after we checked out. We took two water bottles from the room and charged a box of Advil from the lobby store to our room, which I’m sure did NOT cost that much. I asked the desk for a copy of my folio for the incidentals at check out, to which she was unable to provide since I booked through a third party. I understood I wouldn’t be able to receive one for the room, but I should have been able to get one for the waters and Advil. I never received any email copies or anything from Hilton. We checked in for a two night stay on the 22nd of September and left on the 24th, and I reached out to Hilton’s customer service as soon as the charge was posted to my account on the 26th, and I have not heard back from anyone since. I am absolutely discouraged that a hotel that has hair on the ceilings and peeling wallpaper in the rooms is attempting to charge me more money than what I already paid for in advance for no reason. When I called the hotel to inquire about the status of my refund, I was told that the manager was on lunch and then, as soon as they were back, I would receive a call, which still has not happened. I would have loved to continue staying with Hilton for the idea of convenience, but due to their lack of customer service, I’ll be looking elsewhere for future stays.
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