As was foretold, we've added advertisements to the forums! If you have questions, or if you encounter any bugs, please visit this thread: https://forums.penny-arcade.com/discussion/240191/forum-advertisement-faq-and-reports-thread/

Hilton Complaint

Slipstream0Slipstream0 Registered User regular
edited September 2010 in PAX Archive
Not sure where else to post this, and hoping Moe can get this passed up the chain.

When we checked in, we were told there was an aditional nightly fee, per night. This fee was NEVER mentioned in any of the receipts or confirmations. This took a large chunk of our spending money for PAX. The receptionist was also very rude through the entire process, even going as far as to imply we did not have the money for the room and thats why it wouldnt go through (we promptly displayed our PayPal account balance with exactly enough, minus these new fees).

I share this so those next year are aware that there are more fees than they say, and to hopefully get this information sent up to those who negotiate the PAX pricing for rooms, because the Hilton has screwed our vacation. I personally will never be coming back to any hilton, and will be leaving a letter for the manager tomorrow as well.

Slipstream0 on

Posts

  • GeeCeeGeeCee Registered User regular
    edited September 2010
    That's friggin weird. I'd ask to speak to the hotel manager to find out wtf. Did you book through paxsite.com? How much did you pay per night?

    GeeCee on
  • GerryatricsGerryatrics Registered User regular
    edited September 2010
    Don't leave a letter for the manager, ask to speak to him/her in person. Hotel fees are supposed to be "clearly and conspicuously" posted. If there's nothing about the fee they sprung on you in the reservations, you should contest it.

    Gerryatrics on
  • trickycooljtrickycoolj Registered User regular
    edited September 2010
    Keep in mind that if you booked a room for 1 adult and showed up with 4 or 5 adults, they have every right to charge the difference. That's more bedding, towels, housekeeping time for your room, water and electricity.

    trickycoolj on
  • Slipstream0Slipstream0 Registered User regular
    edited September 2010
    Keep in mind that if you booked a room for 1 adult and showed up with 4 or 5 adults, they have every right to charge the difference. That's more bedding, towels, housekeeping time for your room, water and electricity.

    Yup, registered 4 per room, got 4 per room.

    Slipstream0 on
  • artrulzartrulz Registered User regular
    edited September 2010
    So what were the fees described as?

    I'm staying there for the 3rd yr in a row, will be checking in this afternoon. I'll check in with my experience.

    artrulz on
    Will work for quarters.
  • ElmoFuntzElmoFuntz Portland, ORRegistered User regular
    edited September 2010
    What additional fees? I am staying at the Hilton and they charges me what was listed. Plus the annoying parking fees of course. Which I knew about. I would ask them to detail what extra it was if they did not. So far I have been very happy they were even able to add an additional day at the discounted rate for me which I was not expecting.

    ElmoFuntz on
    Go for the eyes Boo, GO FOR THE EYES!
    vn6ID15.png

  • BekerBeker Child's Play Program Director SeattleRegistered User, Penny Arcade Staff regular
    edited September 2010
    Not sure where else to post this, and hoping Moe can get this passed up the chain.

    When we checked in, we were told there was an aditional nightly fee, per night. This fee was NEVER mentioned in any of the receipts or confirmations. This took a large chunk of our spending money for PAX. The receptionist was also very rude through the entire process, even going as far as to imply we did not have the money for the room and thats why it wouldnt go through (we promptly displayed our PayPal account balance with exactly enough, minus these new fees).

    I share this so those next year are aware that there are more fees than they say, and to hopefully get this information sent up to those who negotiate the PAX pricing for rooms, because the Hilton has screwed our vacation. I personally will never be coming back to any hilton, and will be leaving a letter for the manager tomorrow as well.

    You should email pax_questions@paxsite.com with all the details and they should be able to help figure it out.

    Beker on
    -Beker/Erick
    zx6ak2M.png
  • AlisonderAlisonder Registered User regular
    edited September 2010
    OP: I saw you in the elevator (girl with the wow priest shirt) I was thinking about it and did you pay with cash or by credit card? If you paid with cash the 400$ is a deposit, they SHOULD return it to you when you check out. If you pay with credit card they can just take the money if you trash the hotel room.
    PS PM me for that picture I got of you ;)

    Alisonder on
  • DJBreslinDJBreslin Registered User regular
    edited September 2010
    Are you sure it's a fee and not a deposit? The Sheraton is doing a "hold" authorization of at least $100 per room. Maybe your Hilton experience is similar.

    DJBreslin on
  • Slipstream0Slipstream0 Registered User regular
    edited September 2010
    Turns out it IS a deposit, it still would have been very nice to know about so we werent taking it from our PAX spending money.

    Slipstream0 on
  • generiliskgenerilisk Registered User new member
    edited September 2010
    Hey, all. I'm the guy who had to bear the brunt of the whole thing. I try to go on a big trip every 6 months, so I'm no stranger to hotels and all that. The real issues were threefold:
    1. A complete lack of notification anywhere about the hold, so I thought it was included in the listed price.
    2. The belittling attitude I was addressed with when my paypal account was denied because I had onlu kept the total quoted price in my paypal account. (I use my regular bank card for the rest.)
    3. Overcharging Slipstream0's card by over $150 when we told the silly goose of a lady several times exactly how much charge on the card.

    Overall, a very bad experience. I will not be returning to the Hilton.

    generilisk on
  • parabolaparabola Registered User regular
    edited September 2010
    I had a ton of problems with the power outlets in my room, and some other stuff.

    Also wont be back to the Hilton.

    parabola on
  • FenrisknightFenrisknight Token Canadian CanadianRegistered User regular
    edited September 2010
    parabola wrote: »
    I had a ton of problems with the power outlets in my room, and some other stuff.

    Also wont be back to the Hilton.

    We also had problems with this in our room, but I think we arrived early enough on thursday (they let us check in at about noon) that we called down to the desk and they sent an electrician to fix the outlets. Granted he almost fried himself right in front of us on the outlet (we are professional theatre / performance electricians) but it got fixed in the end.

    I would've felt bad if we needed to call emergency about it though.

    Fenrisknight on
  • matronedeamatronedea Registered User regular
    edited September 2010
    We had an issue with this too, we stayed at the Hilton for PAX 2009 and had no issues but were charged $120 more than we expected to have to this year because they didn't tell us about the $28/night parking fees. X(

    matronedea on
  • xxhennersxxxxhennersxx Registered User regular
    edited September 2010
    they did this to us too. we were charged an extra 150 dollars for the weekend, sprung it on us at last minute. I paid, i figured I misread the bill on my email. NOPE, I was wrong. Fuck the hilton.

    xxhennersxx on
  • loserishloserish Registered User regular
    edited September 2010
    Hotels requiring a credit card for the security deposit and expensive parking fees in major urban city hotels are very much par for the course. I can't remember ever checking into a hotel and them not requiring a credit card for security deposit purposes at time of check-in.

    That being said, they didn't have to be all snooty about it. Sounds like the hotel handled it unprofessionally. Definitely something to look out for in the future and perhaps writing to the hotel manager in a professional tone will yield some sort of minor compensation.

    loserish on
  • xxhennersxxxxhennersxx Registered User regular
    edited September 2010
    loserish wrote: »
    Hotels requiring a credit card for the security deposit and expensive parking fees in major urban city hotels are very much par for the course. I can't remember ever checking into a hotel and them not requiring a credit card for security deposit purposes at time of check-in.

    That being said, they didn't have to be all snooty about it. Sounds like the hotel handled it unprofessionally. Definitely something to look out for in the future and perhaps writing to the hotel manager in a professional tone will yield some sort of minor compensation.

    the issue was no notification before hand. The homewood doesn't do it, and it would make sense that the sheraton doens't do it since no one else had an issue with this.

    xxhennersxx on
  • loserishloserish Registered User regular
    edited September 2010
    That's somewhat surprising. My experience is anecdotal to be sure, but I mean like I'm talking Motel 6 and Days Inn seem to have been doing this since time immemorial. I just expected this to be similar to renting a car where they wouldn't even consider taking a pile of cash as a deposit as it would be much less flexible than having someone's credit card number to dial up the exact damage fees when necessary. I had just assumed they would deny you the room/rental/etc rather than risk it.

    loserish on
  • xxhennersxxxxhennersxx Registered User regular
    edited September 2010
    loserish wrote: »
    That's somewhat surprising. My experience is anecdotal to be sure, but I mean like I'm talking Motel 6 and Days Inn seem to have been doing this since time immemorial. I just expected this to be similar to renting a car where they wouldn't even consider taking a pile of cash as a deposit as it would be much less flexible than having someone's credit card number to dial up the exact damage fees when necessary. I had just assumed they would deny you the room/rental/etc rather than risk it.

    they told me they would have taken cash as the deposit.

    xxhennersxx on
  • RedwingedblackbirdRedwingedblackbird Seattle, WARegistered User regular
    edited September 2010
    Like with any event suck as this... places like hotels, parking facilities, and others that provide a certain services, know they are needed by the attendees. They know that hotel is hard to get for PAX, especially with bumpershoot going on that weekend as well. So it wouldn't surprise me if some of them deliberately jack up their fees, in the same type of way that airlines jack up ticket prices on short notice... if you're going to an even like this, you need your ticket, room, ect... so they know that most people will just pay whatever rather than be out on the street, lol.

    Redwingedblackbird on
  • xxhennersxxxxhennersxx Registered User regular
    edited September 2010
    That exta Deposit? they're calling it a deposit because it gets deposited straight into Paris Hilton's bank account. Shit like this is where all her money comes from.

    xxhennersxx on
  • Slipstream0Slipstream0 Registered User regular
    edited September 2010
    Just an update, the charges for the room itself, and the "deposit" have been completely dropped from Generilisk's and my PayPal account, so we will see what happens in the next couple days when they correct the billing issues.

    Slipstream0 on
  • xxhennersxxxxhennersxx Registered User regular
    edited September 2010
    Just an update, the charges for the room itself, and the "deposit" have been completely dropped from Generilisk's and my PayPal account, so we will see what happens in the next couple days when they correct the billing issues.

    they emailed me a think asking to do a survey. i complained about this. they said they have no record of the charge happening.

    what the fuck?

    xxhennersxx on
  • hamburger helperhamburger helper Registered User regular
    edited September 2010
    Hey guys,

    I don't work for Hilton, but I do work in the hotel industry for a rather large chain. It's normal for all hotels to require a cash desposit for room incidentals if you do not supply a credit card. That being said, if you did pay with a credit card, make sure the additional amount you've been charged is not simply a hold placed by the credit card company. The credit card company (not the hotel) determine the hold amount and it's usually room & tax plus an amount for incidentals based on credit history and however many days you're staying at the hotel.

    I get people ALL the time call the hotel and bitching about unknown charges and it's just the credit card company putting a hold on funds. These usually clear up within 5 business days depending on your credit card provider.

    Also, who the heck uses paypal at check-in? Is it a paypal credit/debit card? Or did you email the funds to the front desk?
    Like with any event suck as this... places like hotels, parking facilities, and others that provide a certain services, know they are needed by the attendees. They know that hotel is hard to get for PAX, especially with bumpershoot going on that weekend as well. So it wouldn't surprise me if some of them deliberately jack up their fees, in the same type of way that airlines jack up ticket prices on short notice... if you're going to an even like this, you need your ticket, room, ect... so they know that most people will just pay whatever rather than be out on the street, lol.

    I'll use a scenario I typically encounter at the front desk. Hotels work like airplanes, the less seats on an airplane, the higher the cost on those few remaining seats. Labour-day weekend is typically the busiest weekend in North America. Just because PAX is going on, doesn't make us special. Every major city is busy as fuck and yeah, hotel space is at a premium. Hotels lose a lot of business during "off-season" and you'll find nights in December are often hundreds of dollars cheaper then the middle of July.

    If I didn't work in the industry and become em-bittered by people with the same questions all fucking-day, I'd feel the same way. Just want to inform :P

    hamburger helper on
    statimg.php?id=280&theme=1
  • ZeroHourHeroZeroHourHero Allentown, PARegistered User regular
    edited September 2010
    Also, who the heck uses paypal at check-in? Is it a paypal credit/debit card? Or did you email the funds to the front desk?

    I use it anytime Im sharing a hotel with people (the paypal debit/credit card), Its a great way to have everyones hotel fund in one place.

    ZeroHourHero on
  • hamburger helperhamburger helper Registered User regular
    edited September 2010
    Also, who the heck uses paypal at check-in? Is it a paypal credit/debit card? Or did you email the funds to the front desk?

    I use it anytime Im sharing a hotel with people (the paypal debit/credit card), Its a great way to have everyones hotel fund in one place.

    Oh okay, that's sweet. I thought so. If that's the case, it's probably a hold. Did the paypal people get a receipt upon check-out? That's the only amount they will charge you. If PayPal says different, the difference will be the "hold."

    hamburger helper on
    statimg.php?id=280&theme=1
  • ZeroHourHeroZeroHourHero Allentown, PARegistered User regular
    edited September 2010
    Also, who the heck uses paypal at check-in? Is it a paypal credit/debit card? Or did you email the funds to the front desk?

    I use it anytime Im sharing a hotel with people (the paypal debit/credit card), Its a great way to have everyones hotel fund in one place.

    Oh okay, that's sweet. I thought so. If that's the case, it's probably a hold. Did the paypal people get a receipt upon check-out? That's the only amount they will charge you. If PayPal says different, the difference will be the "hold."

    Oh I dont know, Im not the guy with the issue, I was just commenting on the paypal bit, so other people knew about it.

    ZeroHourHero on
  • zannahzannah Registered User regular
    edited September 2010
    Not defending the Hilton (because poor customer service is still poor customer service) but in my experiences with hotels over the last 5 years or so, if you are paying by cash or by *debit/cheque card*, they will often also require an additional deposit (per night or per stay). With a debit card, they put the hold on the deposit straight away to make sure you can cover the additional.

    I think it's supposed to cover any additional charges you might ring up and/or damage?

    It definitely depends on the hotel/accomodations. I have it happen most often when I'm in Vegas and southern California at more upscale hotels. Most recently, my sister had it happen to her at the Omni Hotel when we were down at Comic-Con.

    zannah on
This discussion has been closed.