Hilton Hotel Hidden Charges

andyc209

Just booked the Hilton Hotel in Tokyo for 5 nights - advertised price for a King Room was 18000 JPY per night and maximum occupancy of 4 adults - i emailed the hotel about a king room being 4 adults (on searching Hilton.com we entered 2 adults and 2 children who are 11 and 17) and was told extra beds would be supplied but no mention of any additional charges. After getting to the final page of the booking there was local taxes and service charges added which we accepted and paid for the room on a no refund/cancellation basis as we where happy with the advertised price. Only AFTER booking did Hilton then contact us to say that additional charges would be applied to the room for the 2 children making the room price 27000 JPY per night.

Why did the Hilton Site not calculate this in the final price - or why did the hotel not tell me when i asked about the room occupancy? The site new it was 2 adults and 2 children.

Do i have any rights at all now? They initially say i cannot cancel as it was a nonrefundable room - but that to me was at the advertised price. One thing is for sure - Ill never trust Hilton Hotels again!

JJ_Egan

Rights you need to look up the trading laws of Japan .
But a nice reasonable complaint letter would be better .

agrinnall

Was the 4 adults occupancy base on two double beds? And did you then require two single beds (or one additional single bed) for the 2 adults and 2 children occupancy?

andyc209

I emailed the hotel before booking asking how a Twin room is advertised as accommodating up to 4 adults - they replied:

The room is maximum occupancy 4 guests and will have the extra beds when booked with 4 adults

so when i go to Hilton website i booked for 2 adults and 2 children (11 and 17) who they treat as adults. So the website knew and gave me a price for my search and the hotel never mentioned any additional charge when asked.