Hilton partial refund "only in a USD cheque"

FlitwickBeds

We stayed in a DoubleTree for one night a few weeks ago and, while the stay itself was fine, there were a few issues which I emailed customer services about after our stay (as reception was unable to assist us or offer compensation).

We agreed that a 50% refund would be issued, so about £100. However as Hilton customer services seem to be based in the USA, and there is no UK equivalent, they have said that they can only issue a "check" to us, and only in US Dollars. My bank (Nationwide) won't accept this and, even if I went to another bank to open an account just for this, the fees and exchange rate would reduce the payment further - it has somehow already become $100 (about £85).

Thinking that I'd just got someone a bit clueless in customer services about the world outside the USA, I asked if my case could be transferred to a UK team. No. 

I asked if the cheque could be in GBP, ideally for £100. No. 

I asked if there was any other way of making the payment. No.

I asked if there could be a partial refund to the original (debit) card. No. 

I asked if the hotel directly could get involved in arranging the refund. No. 

I asked the same questions on Twitter. Same responses. 

I literally am gobsmacked that they don't have any kind of UK customer services or a team who can deal with this, or even that the hotel themselves can't do anything about a refund. And I just don't know how to progress this further. 

I would have thought that UK law would say that the refund has to be in the same currency as the original payment hut I can't find proof of this?

user1977

Just checking (as you don't mention it) but I assume this relates to a booking in a Doubletree hotel in the UK? How did you originally make the booking?

FlitwickBeds

user1977 said:

Just checking (as you don't mention it) but I assume this relates to a booking in a Doubletree hotel in the UK? How did you originally make the booking?

Correct, sorry I should have said. 

UK residents staying in a UK hotel paying on a debit card from a UK bank! 

FlitwickBeds

Booking made online in advance directly on the Hilton website. 

user1977

I suppose it firstly depends on whether you're legally entitled to the refund offered (rather than it merely being a gesture of goodwill). But if you are, then I can't see why it should be paid in anything other than Sterling, and they must be able to make payments in Sterling.

FlitwickBeds

I'd say it's 50/50. No legal basis for the refund in that the hotel existed, was open, gave us the room we'd paid for, etc. 

However the pool was unavailable for the duration of the stay which was one of the reasons we chose that hotel and paid more for it over a Premier Inn etc which actually would have been a much more convenient location. The cot bed we'd booked and paid for which we were told in advance would come with sheets, was just wooden slats inside a thin leather sleeve, no mattress at all, meaning we couldn't use it for the baby to sleep in.

You could argue that we didn't receive goods as advertised (and which we chose to pay extra for) which could be a legal reason for a refund? 

RefluentBeans

Yeah - I agree was this a good will sort of thing or a refund because of a breach of contract etc? Also would they be willing to give a gift voucher (and would you be willing to accept)? 

It’s weird - I can’t see any comprehensive booking terms on their site. They mention currency conversion but that’s not unexpected in the multinational hotels. But all the customer service numbers relate to a US number. 

FlitwickBeds

RefluentBeans said:

Yeah - I agree was this a good will sort of thing or a refund because of a breach of contract etc? Also would they be willing to give a gift voucher (and would you be willing to accept)? 

It’s weird - I can’t see any comprehensive booking terms on their site. They mention currency conversion but that’s not unexpected in the multinational hotels. But all the customer service numbers relate to a US number. 

Yep - it's truly wierd they seem to have no corporate UK presence at all. Even the UK number directs you to the contact centre in America. 

They have offered 10,000 Hilton Honors points instead (that was their first offer) but that wouldn't be useful to me as I very rarely stay in hotels anyway - usually it's Airbnb all the way! 

user1977

Well, I guess you have the choice of taking the $100 and the cost of cashing it in, or the time/hassle/cost of fighting to get something in Sterling which might not amount to much more?

tightauldgit

As others have suggested I think your problem with anything legal is that if it's a goodwill payment they can make it however they want - if it was an actual refund then I think they would be required to pay it back to your card. 

it seems like a really weird one though - i'd be tempted to go to the media about it as something unusual like that might be right up their alley. 

Other than that suggesting a gift card is possibly a good idea, or else just find a bank who will take it and bite the bullet on the fees, it is after all free money

Okell

FlitwickBeds said:

I'd say it's 50/50. No legal basis for the refund in that the hotel existed, was open, gave us the room we'd paid for, etc. 

However the pool was unavailable for the duration of the stay which was one of the reasons we chose that hotel and paid more for it over a Premier Inn etc which actually would have been a much more convenient location. The cot bed we'd booked and paid for which we were told in advance would come with sheets, was just wooden slats inside a thin leather sleeve, no mattress at all, meaning we couldn't use it for the baby to sleep in.

You could argue that we didn't receive goods as advertised (and which we chose to pay extra for) which could be a legal reason for a refund? 

I'd suggest that you didn't receive the services that you'd booked and paid for, that Hilton have recognised this and that they have agreed that you should pay a reduced price to reflect what you didn't get.  s56(4) of the Consumer Rights Act 2015 (legislation.gov.uk) says any price reduction should be made using the same method of payment as you paid with.  (And I'd argue that this should include the same currency)

You could try a chargeback with Nationwide.  Have you got evidence in writing that Hilton have agreed to pay you a partial refund?  Point out to Nationwide that Hilton are refusing to refund you in the same currency and method you used to pay originally and that this is denying you your statutory right to a price reduction under s56(4).  (Might not work but I'm not sure what else you can do if Hilton won't cough up in sterling)