Warning about HiltonNetDirect
 

I am writing to warn travelers about what may be a scam being perpetrated by HiltonNetDirect, the internet arm of Hilton Hotels.

In a nutshell, I booked a one night stay in Kansas City at a Hilton (Doubletree) property and was quoted a particular rate (for which I have a confirmation). However, when I went to check out, my receipt only showed my breakfast, not the room charge.

When I called HiltonNetDirect to get a receipt showing the room charge, the woman could not my reservation - but could find a reservation with a room charge of about $40 higher. She said she'd look into it and call me back, but never did.

My next call got a supervisor who said HiltonNetDirect only authorized the higher amount on my credit card. However, a call to Citibank MasterCard yielded a supervisor who said HiltonNetDirect did charge my card for the higher amount, and I now have a confirmation of that.

HiltonNetDirect refuses to respond to any of my phone calls now seeking restitution.

I've had good experience with Hilton Hotels overall but I would stay away from HiltonNetDirect and its "discount" rates. It appears they believe consumers will forget what rate they were quoted when they booked a room online, and then will pay a higher charge when it discreetly shows up a month later on their statement.

And their supervisors have no customer service skills whatsoever. I still have no resolution with them on this despite three phone calls.

This happens with all hotels, not only Hilton. So far I had to produce a written confirmation 3 times upon checking out of 3 different hotels. I was lucky not to have to take it any further, but I'd have the credit card people to dispute the high charges.

And I have a future reservation with DoubleTree through HiltonNet! Sigh...

The best way to avoid these problems and aggravation is to verify the rate with you check IN!

We have booked on Starwood's website a few times and never had a problem. I always bring the confirmation with just in case. They always tell me what I am paying before I check in. However, the majority of the time the best deals are prepaid so I am charged before I even get to the hotel.

I tried to use HiltonNetDirect once and I got so frustrated I finally gave up. IMHO, it's one of the worst booking systems I've ever encountered.

You made me worry, so I went to double-check, I don't think I used the same site? I went to Hilton website Hilton.com:

https://secure.hilton.com/en/dt/res/choose_dates.jhtml

Is there another site HiltonNetDirect?

Hilton NetDirect rates are embedded within the results you get on hilton.com. They seem to be different organizations, however.

For the record, I called Hilton HHonors for help and a manager there said she'd call a counterpart manager at Hilton Direct to call me back. No call.

More important - I filed a complaint with Better Business Bureau and their communication back to me says HiltonNetDirect has an unsatisfactory rating in their system.

So stick with Hilton rates only. And let Hilton (a good chain overall) they need to dump their affiliation with NetDirect ASAP.

I wish there was something we could do to fight this company. After 20 days and multiple coversations (with incompetent employees) fraudulent charges of almost $800 remain on my credit card.
I cannot stress the extreme lack of organization and accountablity associated with this company. Ruth (ID# 1294) answers the phone, but in her words "is not authorized to access any information pertaining to my reservation".... but she can send an e-mail to a superior who will handle my dispute. When I requested that I speak with someone in the company who is authorized to access information, she replied "noone is working here today with that access". My conversation took place on a Wednesday afternoon around 3pm. The conversation ended with the expectation that I would hear from this company within the next 24-48 hours.
I never received a reply. Contacting the company once again, I spoke with Mohammed. A few more conversations took place with this individual, but nothing was accomplished, except he did discover that over $484 dollars was accidentaly charged to my card by an automatic (mind you unauthorized) generation of a reservation by the system in which he had no control. But his was just his discovery, and a report had to be generated. In addition,he stated it was very difficult to find the reservation (which I did not make)which generated the error " as we process thousands of reservations".
Recently, I contacted the company once again and Ruth answered the phone. I told her I had discussed this issue with her previously in which she responded "no you didn't, I am no longer with HiltonNetDirect". You may want to re-read that. I was confused too. I verified her ID #, and she said yes that is hers, but she only is responsible for sending e-mails to others. She could not check on the status of my report. So she sends another e-mail... and the loop continues.
This time Mohammed returns my call. He is not authorized to access reports, and he can not tell me anything at the time. He can send and e-mail to a superior. I can expect a call within 24-48 hours.
I have never dealt with a company such as this in all of my travels. I have told them to produce one ounce of proof that I made these reservations. As of yet, they are unable to (because it does not exist) yet charges remain on my card.

Beware.

Ciscokid, I believe your credit card company will bounce these charges back on them if they don't remove them. Have you discussed it with your CC company yet?

My thoughts also, bonniebroad. I have had disputes w/chargers and if I can't get it taken care of immediately w/the charger, I deny the payment and let Visa or Amex take it up w/them. It has its own hassles, you have to document it, but the credit card company then intervenes and gets good results (at least in the 4-5 times I have had to do this).

To expand upon what jeffherr said... I have been trying to get to the bottom of what HiltonNetDirect is. It is not a different organization, it is a reservation center within the Hilton Hotels chain. When trying to call Hilton Hotels to inquire about HiltonNetDirect, two individuals hung up on me after mentioning the name. The third individual "did not like the third degree" and ended the conversation. I was only trying to find out an address and how this really works. I did some searching on their website and in Google, but could not find anything.
Finally, I do have the name of the general manager and the address of the reservation center.
Manager: Geanette Rollison
Address:
HiltonNetDirect Reservation Center
2050 Chennault
Carrollton, TX 65006

I am filing a complaint with the Better Business Bureau and notifying my credit card company. Thanks for the suggestions. I hope this works out!