Qantas - Qantas Frequent Flyer
Member since 04 Nov 2011
Total posts 202
I booked a stay at the Conrad in Bali some months ago under non refundable terms and payment was made at the time to my card. No problem with this...
Member since 10 Jul 2013
Total posts 69
Sounds strange. I assume you’ve tried explaining it to them....? Sounds reasonable to me.
Jetstar Airways - Qantas Frequent Flyer
Member since 04 May 2018
Total posts 15
Sounds like a fraud prevention policy to me, ie making sure that the person who is paying for the room is the person who is checking in. Similar I guess to having to show a passport or drivers license when checking in. Not sure what happens if the booking is a gift, ie adult children buying a getaway for parents.
Member since 21 Jan 2014
Total posts 267
Sounds like something Hilton would do, I think their motto is let’s try and make something simple, difficult, like their room rate guarantee, another example.
Correct, they are advising that it’s a government requirement ( find this hard to believe) and that it’s for fraud prevention purposes. What I don’t get is that if I was using a stolen card, prettty sure the bank would have picked up on it by now. Also, if they are going to refund me the payment and then just get me to pay again...doesn’t this mean I am essentially getting money refunded to me that is not mine as I supposedly used a stolen card??
If a credit card is fraudulently used, either the merchant or the credit card company is liable to reimburse the credit card holder, and neither of them want that, hence the policy of producing the credit card used to pay for the room on check in. My best guess is that this is a legal requirement, hence the reference to it being a government requirement. So, whilst producing the credit card used to pay for the room is a hotel requirement, it would be based on government legislation. And, say, credit card XYZ was used to pay for the room, and then that credit card was cancelled, and you pay a second time at check in with credit card ABC as you indicated in your original post, the hotel will try to reimburse the original payment to credit card XYZ. Another fraud prevention measure. This would apply to any merchant in any industry. Only process a refund to the credit card that was used to pay for the original purchase. Hope I have made myself clear, and this is my understanding of how things work.
Thanks for that, however how do they refund my original payment to my original card when that credit card is now long closed?
Member since 10 Jul 2018
Total posts 105
Is your new credit card with the same company as the old one? If so, have a chat with them to see how they would process a refund against the old card. Your old account may be still be (internally) active until the provider is satisfied no further charges are coming. This would depend how long ago you cancelled the card. If not, ask your old credit card provider for some sort of written statement saying that the credit card has been closed. Present this to the hotel and ask that the refund be processed against your new card. Other than that, I am not sure how you could proceed.
Member since 24 Apr 2012
Total posts 1,113
Keep in mind that all you have to do is present the plastic - you don't need to use that card for the pre-authorisation at check-in (so the card doesn't need to be active), they just need to sight that the number matches the charge slip. Nothing is stopping you from presenting a card cut in half, explaining that the card is cancelled: they just want to check that the numbers match. If you've already disposed of that other card, then you're in for a slight problem!
Member since 01 Jun 2016
Total posts 8
Thanks Steve, good to hear. I am thinking that you are correct, it may yet play out differently when I arrive in person so might have to take it up then. They know I am not impressed but they are not going to give any wriggle room over email/phone.
Thanks Chris, yes that’s true only that I disposed of the card a few months back so it won’t help on this occasion.
Member since 22 May 2018
Total posts 32
You should be able get a copy of your credit card statement from your bank's archive that should show that the amount has gone thru their system and been paid to the hotel.
Quick update, the hotel ended up cancelling my reservation ( even though non refundable) and processing the refund to my old card. Will have to wait around 14 days for refund to be processed and returned to me.
Hi Guest, join in the discussion on
Hilton Pre Paid Stay - Pay Twice Requirement
Already have an ET account? Log in below.
Signing up with Executive Traveller only takes a second and lets you
interact with our community. It's completely free and we'll never pass your information on to
Didn’t receive an activation email? Resend one to yourself here.
If you’ve forgotten your password, simply enter your email address
below, then click 'Submit'. We’ll send you an email to re-activate your account and enter a new password.
If you have not received the activation email, simply enter your email address below, then click 'Submit'. We’ll send you an email containing the activation link.
Subscribe to our free newsletter and get the latest news, reviews, tips and more sent straight to your inbox