Reply To: Hilton app – overcharged after app check-in

[John]

This happens when the hotel gives you an upgrade manually but the staff member forgets to tick the box on the system that preserves the original rate. Happened to me twice, nothing to do with the app or changing card, although perhaps it can also happen in that circumstance.

Thankfully both hotels were ones that respond to emails quickly; they apologised and refunded straight away with small compensation of extra points in addition to me keeping the 100 or so points from the £10 overcharge (it’s not like they gave me a suite).