GHM (Global Housing Management) made an unsolicited call misidentifying themselves as the Hilton Hotel (LAS VEGAS) reservation staff, and working in conjunction with our national organization, to assist us in booking our rooms for an upcoming convention. GHM claimed that the rooms were going fast and we need to book immediately or may not be able to have a room. We were not ready to book because we were not sure of the number of rooms needed but the caller stated that we could "cancel" at any time.
My secretary was extremely busy at the time but GHM insisted she stay on the line and immediately sign and return a faxed document to hold our rooms. During this phone call my secretary was convinced she was talking to the Hilton Staff so she signed the document and faxed it back without having time to examine it.
What GHM did not make clear was the caller was with GHM, a separate booking agency and not the Hilton nor associated with our national association, also, that their cancellation policy was not the usual hotel cancellation without charges within 24 to 48 hours, but they retained a 25% cancellation fee plus the remaining money to be held by GHM and must be used within 180 days or forfeited and could only be used for a future booking through them.
Within days our national association emailed our association members
warning us that GHM had somehow obtained our confidential association's mailing list and were misrepresenting themselves as working with our association booking rooms. Also that our association was not associated with GHM in any way. However to late for us.
Question? How could an organization (GHM) sell room bookings if their room charge was $10.00 more per room per night and with a obscene cancellation charge of 25% and all funds to be retained in an account and only used on a future booking through them, plus forfeited
if not used within 180 days unless they intentionally mislead.
After repeated checks with the Hilton we could find no reservations under GHM or our names. We have since discovered that GHM did reserve rooms but they were not listed under their company name or our names.
Knowing that GHM misrepresented themselves to us once and the Hilton finding no rooms reserved for us I went ahead and booked our own rooms directly with the Hilton. I then called GHM and requested our money back. GHM has refused to return our money and instead charged us a 25% cancellation fee, and retained the remainder in "our" account. GHM is not even following their own contract as "booking rooms through them" and transferring the money to the Hilton.
Since then I have contacted the Las Vegas BBB and discovered GHM has a history of similar activity. As a follow up to our first complaint with the BBB they stated that GHM would contact us and do what ever it takes to resolve this. I replied that it is simple all GHM needs to do is return our money. We have neither heard from GHM nor has our money been returned.
I made GHM an offer that the Hilton agreed to give GHM the booking fee for our current rooms if GHM would transfer our money to our Hilton account. That way no one would be out any money. GHM has not responded to our offer. Please note our convention starts Dec 5, so that offer will expire soon. I will not pay for our rooms twice.
I have also filed an complaint against GHM with American Express
expressed fraud and misrepresentation on GHM part.
Also as you can guess GHM refuses to return the money and we received no goods or services from GHM.
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