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April Strawbridge - June 6, 2011

The Complaint

Hilton Hotels

This is the second time I have been misled by a Hilton website.

The first time was a purchase of a weekend package (Hilton in Jackson MS) that was for two and required a stay on Friday and Saturday night. The package was displayed as $159usd. When I checked in I didn't look at the itemized list to see that the package cost was (per night) and was shocked to get the bill on the day of checkout. (Yes, I should have read before I signed.)

The second time I was misled by a Hilton property website (DoubleTree Hotel in Houston Tx) was this past weekend. I purchased in advance to receive a discounted rate. The website gave higher false rates (according to the reservation desk). The room only cost $79 usd per night, but I was charged $107.10 usd per night. When I called customer service they told me, "That is the chance you take when you make an advanced purchase, we fulfilled our part of the contract by giving you the rate we agreed to charge you." I told them that they falsely advertised their rates in order to make me believe that I was getting a discounted rate. Like a parrot, the customer service representative repeated herself again and again. Not only was I charged for a higher rate, they billed my card AGAIN after I paid in advance. I found this error and reported it to the check in clerk.

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