Pamela sent a message to Christopher J. Nassetta – President and Chief Executive Officer of Hilton Worldwide – Email Address that said:
Hello Mr Nassetta
My husband, Geoff, and I stayed at the Hilton, Wangfujing, BEIJING on the 03/05/2016 to the 07/05/2016.
We had prepaid our accommodation, and upon checking out we had a balance owing of AUD$626.79, which went on our MasterCard.
On the 07/05/2016 to 11/05/2016 we stayed at the Hilton, Xian.
Then back to Hilton, Wangfujing, from 11/05/2016 to 14/05/2016.
During our second stay at Wangfujing, I was checking our MasterCard account and noticed we had been charged the $626.79, twice. On the 07/05/2016 and again on 09/05/2016. I spoke to Lucy , customer relations, who was going to look into it for us. I was subsequently told by Lucy, that the finance dept were in the process of refunding the amount.
As of 18/05/2016, we still have not received the refund. I am now told via Email, from Johnson Yan, customer relations that the refund could take up to a month.
Why should I accrue interest on my credit card, for something that was your Hotels fault?
We were very happy with our stays at the Hilton, but this has left a very bitter taste to what was a great holiday in China.
Can you help?
Regards Pam Geoff