Fraudulent room service charge

[Kefci2000]

Hello

I stayed at the Hilton Garden Inn Central Park from 24-28 September and had a room service charge to my account for USD 290.75 (yes that is a lot of food!)

I was not in my room at the time when the service was ordered, and the Hotel says my room was accessed using a guest card when I was at a meeting on Park Avenue at the time. They also say someone was in my room to sign and accept the food.

The hotel refuses to reverse the charge despite the signature looking nothing like my own and that someone else took the delivery. I have also tried HHonors and they say cannot help.

I have the receipts (from the hotel) which do not match my signature (even remotely) and can get statutory declarations that I was not at the hotel at the time, and that I had dinner downtown in the east village that night.

Is my next option NYPD?

Thanks in advance

 

[N860CR]

Credit card charge reversal

 

[TomVexille]

I'd go chargeback method as well, especially if the signature doesn't look like yours.

 

[Kefci2000]

Thanks have asked work to get Westpac to challenge it. It is a work card, but it is still my reputation

 

[Deleted member 29185]

the Hotel says my room was accessed using a guest card when I was at a meeting on Park Avenue at the time. They also say someone was in my room to sign and accept the food.

Does anyone know whether the key card has records of entry? It can't record an exit though, as you don't need to swipe the card to get out so how can the hotel say the "room was accessed" at time of order placement? What would be their evidence? Perhaps ask for their record. Who's to say staff didn't cut their own key and have lunch on you? I'd at least try the CC reversal. Surely fraudulent behaviour is not the guests burden to wear? Did they ask for your signature at check in? If so, then then that should be proof it wasn't you. Was it your name that was signed? If so, someone knew who you were. Was anything missing from the room? Perhaps consider a complaint about a hotel security breach. If it was staff, surely the hotel would have a fair suspicion it was happening, unless you were the first.

 

[blackcat20]

Yikes, hope you get that sorted. Westpac are pretty good with those sorts of things.

 

[Kefci2000]

They have my signature from breakfast, and it looks nothing like it, in fact it was just 3 letters

i even told them that I had come back for a quick shower and that staff had asked if I wanted my room made up.

i foolishly said yes and I would be gone in 10 minutes.

the time they say I accessed the room I have proof I was 6 blocks away

i can't find an email address for NYPD and I don't want to waste their time with a phone complaint

 

[snabbu]

Does anyone know whether the key card has records of entry? It can't record an exit though, as you don't need to swipe the card to get out so how can the hotel say the "room was accessed" at time of order placement? What would be their evidence? Perhaps ask for their record. Who's to say staff didn't cut their own key and have lunch on you? I'd at least try the CC reversal. Surely fraudulent behaviour is not the guests burden to wear? Did they ask for your signature at check in? If so, then then that should be proof it wasn't you. Was it your name that was signed? If so, someone knew who you were. Was anything missing from the room? Perhaps consider a complaint about a hotel security breach. If it was staff, surely the hotel would have a fair suspicion it was happening, unless you were the first.

Most (if not all) modern door locking systems have the functionality to interrogate individual locks when required. Hilton hotels have standards regarding their suppliers and I would be very surprised if their current system was not able to run an audit on a certain lock.

I'd be wanting to see the audit of the lock on the day in question.

 

[vetrade]

It shouldn't happen but maybe there was a mix up in the room number and the order was billed to the wrong room. Or maybe they mixed you up with another guest with the same surname.
I presume you were staying on your own? Was there only one key card issued to you at check-in? Maybe they have CCTV surveillance of the corridor which, if you're lucky might show if anyone entered your room at the time they say - or it should actually show the order being delivered.

I must say that I find the idea that someone would go to that much trouble to scam a free meal (even an expensive one) quite strange which makes me feel that the hotel has got its facts wrong somewhere. If someone had a key access to your room why wouldn't they just rob your room?

I think involving the NYPD wouldn't get you anywhere - it's probably regarded as a civil matter; so I agree a CC charge-back is probably the least inconvenient way for you to handle it.

 

[Kefci2000]

I have a rather unusual surname, but the order definitely has my room number on it.

 

[RooFlyer]

Good grief. What is signing for something for? Surely to help demonstrate whether the person receiving the good or service is you or not!

I know its your time, but I would go the NYPD route as far as practicable. Not much difference than having it stolen from out of your pocket in cash (when the hotel is refusing to investigate). Definitely go cc reversal as well.

 

[Kefci2000]

And annoyed by lack of help from HH as well given about $12k in rooms this year

 

[RooFlyer]

Do you do Trip Advisor? Might be a good time to start.

 

[drron]

Did you read TA before you booked.Several of the 1 and 2 star reviews mention being overcharged,parking charges when no car etc.A couple of reports of theft from baggage and a few smelling marijuan_ when they got back to their room with one account of finding a bed had probably been used with stains on the sheet.
So go for it,gharge back and let everyone know.

 

[Deleted member 29185]

I must say that I find the idea that someone would go to that much trouble to scam a free meal (even an expensive one) quite strange

Perhaps the meal may never have arrived nor genuinely ordered. I wonder if a contractor runs the room service. Being paid for meals that never existed could be a lucrative little scam, but TBH, I'd think that would be exposed fairly quickly unless the hotel couldn't care less ... which coincidentally appears to be the case as well. It's not like it's a $15 parking charge, it's actually a lot of money with which any complaint should be taken far more seriously IMHO.

 

[Kefci2000]

The room service order was from the steak restaurant that is on the property (and where you have breakfast)

 

[vetrade]

Perhaps the meal may never have arrived nor genuinely ordered. I wonder if a contractor runs the room service. Being paid for meals that never existed could be a lucrative little scam, but TBH, I'd think that would be exposed fairly quickly unless the hotel couldn't care less ... which coincidentally appears to be the case as well. It's not like it's a $15 parking charge, it's actually a lot of money with which any complaint should be taken far more seriously IMHO.

I think we're on the same page but in retrospect maybe my comments were a little ambiguous?? For the record I wasn't referring to the OP, if that was what you thought.

 

[Kefci2000]

Thanks for the input everyone

Work is lodging claim with Westpac, HH has been copied in, another complaint email to the hotel and a balanced but scathing report on Trip Advisor.

Honestly the hotel was fine, but will never stay there again because of this, and now question my loyalty to Hilton (34 nights this year alone)

 

[Deleted member]

I would have asked them for the local NYPD precinct phone number then and there, you would be amazed how quickly attitudes change. i have beaten off plenty of scammers that way when traveling.

 

[Kefci2000]

Yes I agree, I unfortunately did express check out