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Business Profile

Hotels

Hampton Inn & Suites by Hilton Manchester/Bedford NH

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/18/2023

    Type:Billing Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On Jan-06-2023 Confirmation #********
    Was made with an Hilton Honors American Express credit card that I had just signed up for and was approved.
    In return for using the credit card I was going to receive $100 statement credit and additional 2,000 bonus points.
    I had to use a different credit card at check since I was not in process of the American Express but was assured the Hilton Honors credit card would be charged. Days later I notice my Visa card was charged for the room. I contact the Hotel about the mistake and was told it would be resolved. I’ve been communicating with the general manager, Drew C****** and feel I’ve wasted my time and spent way to much time on an easy fix trying to resolve this. I want my original payment form to be honored. I’m not comfortable having to send photo identification as request by the manager

    Business Response

    Date: 01/19/2023

    Hotel requires a credit card authorization form to change the card. 

    Customer Answer

    Date: 01/23/2023



    Complaint: ********



    I do not accept the business's response as a resolution to my complaint because: 

    The American Express card was provided to them when I originally booked the room. They assured me it would be charged. Once I notified that they charged the wrong card is when they told me I would need to provide identification in the form of a photo I’d in order to charge the credit card. My reservation on January 6 has all the information needed.

    Your Jan-06-2023 Confirmation
    #********

    Sincerely,



    ******* ******

    Business Response

    Date: 01/31/2023

    The guest did not have the card with him at check in! The hotel has no problem switching the credit card over, but the guest is refusing to send a credit card authorization form. The hotel cannot take a card over the phone after the guest has checked out for security purposes. The guest has been informed this many times and has refused to fill out a credit card authorization form. Without this documentation, the credit card will not be switched over! 

    Customer Answer

    Date: 02/06/2023



    Complaint: ********



    I do not accept the business's response as a resolution to my complaint because: The consumer did not provide BBB with a response to this complaint.  

    Sincerely,



    ******* ******

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