Hilton Pre Paid Stay - Pay Twice Requirement

By russell | Apr 24, 2019, 08:53 PM
I booked a stay at the Conrad in Bali some months ago under non refundable terms and payment was made at the time to my card. No problem with this...

Now the hotel is advising me that unless I can produce the card I made payment on at check in, I will have to pay again and they will then refund me, minus an admin fee.

Now I don’t have the card as I cancelled it some time back and quite frankly I find this requirement absurd and onerous, never coming across this before.

Has anyone come across this? Am a Diamond member if this helps...
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By SimonFrost | Apr 24, 2019, 09:43 PM
Sounds strange. I assume you’ve tried explaining it to them....? Sounds reasonable to me.
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By Becky1 | Apr 25, 2019, 10:42 AM
Sounds like a fraud prevention policy to me, ie making sure that the person who is paying for the room is the person who is checking in. Similar I guess to having to show a passport or drivers license when checking in. Not sure what happens if the booking is a gift, ie adult children buying a getaway for parents.

My question to you is, do you have a copy of any old statements, or do you have a confirmation letter from the credit card company stating that the said credit card has been cancelled? Either/or could satisfy the hotels requirements.
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By GBRGB | Apr 25, 2019, 12:59 PM
Sounds like something Hilton would do, I think their motto is let’s try and make something simple, difficult, like their room rate guarantee, another example.
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By russell | Apr 25, 2019, 02:50 PM
Sounds like a fraud prevention policy to me, ie making sure that the person who is paying for the room is the person who is checking in. Similar I guess to having to show a passport or drivers license when checking in. Not sure what happens if the booking is a gift, ie adult children buying a getaway for parents.

My question to you is, do you have a copy of any old statements, or do you have a confirmation letter from the credit card company stating that the said credit card has been cancelled? Either/or could satisfy the hotels requirements.

Correct, they are advising that it’s a government requirement ( find this hard to believe) and that it’s for fraud prevention purposes. What I don’t get is that if I was using a stolen card, prettty sure the bank would have picked up on it by now. Also, if they are going to refund me the payment and then just get me to pay again...doesn’t this mean I am essentially getting money refunded to me that is not mine as I supposedly used a stolen card??

Either way they are steadfastly refusing to back down. Based on this process they should just stop taking pre paid bookings and only allow pay on check out.

Unfortunately I don’t have any old statements...
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By Becky1 | Apr 26, 2019, 05:45 AM
If a credit card is fraudulently used, either the merchant or the credit card company is liable to reimburse the credit card holder, and neither of them want that, hence the policy of producing the credit card used to pay for the room on check in. My best guess is that this is a legal requirement, hence the reference to it being a government requirement. So, whilst producing the credit card used to pay for the room is a hotel requirement, it would be based on government legislation. And, say, credit card XYZ was used to pay for the room, and then that credit card was cancelled, and you pay a second time at check in with credit card ABC as you indicated in your original post, the hotel will try to reimburse the original payment to credit card XYZ. Another fraud prevention measure. This would apply to any merchant in any industry. Only process a refund to the credit card that was used to pay for the original purchase. Hope I have made myself clear, and this is my understanding of how things work.
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By russell | Apr 26, 2019, 07:56 AM
If a credit card is fraudulently used, either the merchant or the credit card company is liable to reimburse the credit card holder, and neither of them want that, hence the policy of producing the credit card used to pay for the room on check in. My best guess is that this is a legal requirement, hence the reference to it being a government requirement. So, whilst producing the credit card used to pay for the room is a hotel requirement, it would be based on government legislation. And, say, credit card XYZ was used to pay for the room, and then that credit card was cancelled, and you pay a second time at check in with credit card ABC as you indicated in your original post, the hotel will try to reimburse the original payment to credit card XYZ. Another fraud prevention measure. This would apply to any merchant in any industry. Only process a refund to the credit card that was used to pay for the original purchase. Hope I have made myself clear, and this is my understanding of how things work.

Thanks for that, however how do they refund my original payment to my original card when that credit card is now long closed?

They would only be able to refund the payment to my new card.
Last edited by russell at Apr 26, 2019, 07.58 AM.
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By Brandon Loo | Apr 26, 2019, 08:18 AM
It's still possible to refund an amount onto a cancelled card.

It happened to me when I needed to cancel some flexible hotel bookings on Expedia which were pre-paid onto a now-closed credit card.

I was sent the refund amounts via cheque to my last known address, but some banks will direct deposit it to an account of your choosing.
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By Becky1 | Apr 26, 2019, 08:27 AM
Is your new credit card with the same company as the old one? If so, have a chat with them to see how they would process a refund against the old card. Your old account may be still be (internally) active until the provider is satisfied no further charges are coming. This would depend how long ago you cancelled the card. If not, ask your old credit card provider for some sort of written statement saying that the credit card has been closed. Present this to the hotel and ask that the refund be processed against your new card. Other than that, I am not sure how you could proceed.
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By ChrisCh | Apr 26, 2019, 09:33 AM
Keep in mind that all you have to do is present the plastic - you don't need to use that card for the pre-authorisation at check-in (so the card doesn't need to be active), they just need to sight that the number matches the charge slip. Nothing is stopping you from presenting a card cut in half, explaining that the card is cancelled: they just want to check that the numbers match. If you've already disposed of that other card, then you're in for a slight problem!
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By rstephenp | Apr 26, 2019, 12:15 PM
Hi Russell,
I stayed at the Conrad Bali a couple of weeks ago and it was wonderful. I stayed using points as a Diamond member. I think when you are on the ground they might be more than accommodating rather than the phone. I have a Duty manager's whatsapp number and name. Since we provided them glowing +ve feedback for their service. If you want to chat with him send me a message here and I will provide you his details.

Cheers
Steve
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By russell | Apr 26, 2019, 01:06 PM
Hi Russell,
I stayed at the Conrad Bali a couple of weeks ago and it was wonderful. I stayed using points as a Diamond member. I think when you are on the ground they might be more than accommodating rather than the phone. I have a Duty manager's whatsapp number and name. Since we provided them glowing +ve feedback for their service. If you want to chat with him send me a message here and I will provide you his details.

Cheers
Steve

Thanks Steve, good to hear. I am thinking that you are correct, it may yet play out differently when I arrive in person so might have to take it up then. They know I am not impressed but they are not going to give any wriggle room over email/phone.
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By russell | Apr 26, 2019, 01:08 PM
Keep in mind that all you have to do is present the plastic - you don't need to use that card for the pre-authorisation at check-in (so the card doesn't need to be active), they just need to sight that the number matches the charge slip. Nothing is stopping you from presenting a card cut in half, explaining that the card is cancelled: they just want to check that the numbers match. If you've already disposed of that other card, then you're in for a slight problem!

Thanks Chris, yes that’s true only that I disposed of the card a few months back so it won’t help on this occasion.
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By Racala | Apr 26, 2019, 04:24 PM
You should be able get a copy of your credit card statement from your bank's archive that should show that the amount has gone thru their system and been paid to the hotel.
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By russell | Apr 29, 2019, 10:06 PM
Quick update, the hotel ended up cancelling my reservation ( even though non refundable) and processing the refund to my old card. Will have to wait around 14 days for refund to be processed and returned to me.

Offered to rebook me at my previous rate and ensure upgrade to renovated room or suite. Declined as rates are currently cheaper through website and might yet look at other options.
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By BOF | May 01, 2019, 10:56 AM
I've seen those sort of terms and conditions elsewhere, including airlines, and kept old cancelled cards intact just in case.
That said, in practice I've never been questioned presenting different card at check-in, including Hiltons here and overseas.
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