I am a frequent traveler and a Hilton Honors (their rewards program) member.
I made my business reservation to Richmond, and my trip was cancelled several days later.
I systematically cancelled all of my reservations. I had made my reservation through the website, www.hilton.com.
I called the hotel on Saturday before my Monday reservation (cancellation policy was 4:00 pm day of arrival) and talked to a young woman at the front desk. I believe her name was Andrea but I'm not sure.
I told her I was no longer planning arriving. She assured me the reservation was cancelled with no charge. I asked for a cancellation number, and she told me it was the same as the reservation number.
The following Thursday I got a one night room charge of $ 166.00 on my business AMEX. I talked to the hotel manager and they said I should have asked for a cancellation number. I told them what I had been told. I asked them to talk to Andrea but she was not working.
All the hotel manager was willing to do was to give me half off. So I'm out over $ 80 bucks because some young college student didn't do her job. My company is certainly not going to re-imburse me for expenses on a trip I didn't take.
I called the website customer service at Hilton and they said they "couldn't do anything unless the hotel manager agreed.
$80 is a lot of money to us.
Don't stay at Hilton! They are RIP-OFF's extraordinaire!
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