Help please! Hotel booking issue

Susaq1623

Hi, my son booked two rooms for one night at the Hilton Garden Inn Heathrow for November this year. Due to ill health we changed the date of the holiday but when we contacted the Hilton they didn't recognise the booking reference. My son had booked through a 3rd party website (who we have since discovered mask as the hotel website) and the booking is non-refundable.

Looking at the invoice each room was £114 but there have been supplements added taking the total to over £350.

This company is based in the US (I assume) but they won't reply to emails, phone calls or their online contact form. The Hilton are not interested in helping even though they have confirmed the booking.

Is there anything at all I can do to get some of this payment back or do I just need to suck it up and write it off?!!

It was paid for with a credit card that has since been cancelled.

Any advice would be appreciated.

Grumpy_chap

Have you tried your travel insurance?

dnpark38

You say Hilton do not recognise the booking reference then say Hilton have issued a confirmation.

I'm getting the impression you have been scammed from that and other things you say.

Ayr_Rage

If you have booked through what you say "a third party that looks like the hotel website" then it's very likely you have been scammed as Hilton have no record of the booking reference.

Get the credit card statement and see who you actually paid.

Edit : Post the website that your son used to make the booking, others may have had similar issues.

Woodstok2000

You say Hilton have confirmed the booking, if thats the case and you do have confirmed rooms your only avenue will be travel insurance.

elsien

what are the supplements that have been added on?

You do need to share the website that you used.
it is confusing when you say that Hilton have confirmed the booking but don’t recognise the booking reference? What does that actually mean? What have they confirmed?

born_again

Even though the CC is cancelled, which makes no difference. As you changed the date, there is no right to claim back via CC.

So as others ir would be travel ins at best.

Susaq1623

https://forums.moneysavingexpert.com/discussion/comment/82132887#Comment_82132887

No because it was booked and paid for by my son so I didn't think it would be covered.

Susaq1623

The website is called guest reservations. They have awful reviews worldwide.

The costs are:

Room x 2 £228.46

Subtotal £228.46

Tax Recovery Charges£45.70

Service Fees£77.56

Amount Paid£351.72

Sorry for the confusion.

Ayr_Rage

@Susaq1623 who, exactly, sent you the confirmation, Guest Reservations or Hilton?

Susaq1623

https://forums.moneysavingexpert.com/discussion/comment/82138094#Comment_82138094

Guest Reservations. It was when I tried altering the date that the Hilton told me that wasn't their reservation number or email address.