Please tell us about your stay – you didn’t have.

[dasheighty]

I received an email from a Double Tree by Hilton hotel in the USA (at this stage it shall remain nameless) asking me to complete a survey about my stay - the one I didn’t have.
Firstly I thought it was a scam email as I haven’t stayed at a Hilton in the US for some time.

When checking my HHonors account I find an entry with the details of the stay, HHpoints & FF miles posted and a copy of the receipt issued by the hotel. The receipt had my full name, address, HH number and AA frequent flyer account number printed on it.

I contacted HH support and was told it was a phone reservation, the confirmation number was not on their system so they couldn’t do anything, so contact the hotel about it and I will now transfer you to a promotion centre for a great hotel room deal. WTF???

I contacted the hotel, and the email response from the hotel GM states “Someone had provided all of the information to us during the reservation/check in process”. I find it very strange that some random making a phone reservation would know my full name, address, (wrong zip code), HH number and FF number.
The hotel has also kindly added, “We have already refunded the credit card associated with the room and sent your information to the Hilton Honors fraud department.” The last 4 digits of the card used on the receipt do not appear to be one of mine, so not overly concerned there.

HH Fraud Protection have also responded with a standard looking response of “Your member account was added to the reservation by hotel staff in human error”, and they have kindly removed the nights and points from my account.
So the hotel and fraud protection can’t get their stories straight.

I am concerned that 3 pieces of personal information have been released by the hotel to a third party with no real concern by Hilton.

Has anyone had a similar experience, and any suggestions as to what to do about this??

 

[Danger]

Very interesting. I'd keep on Hilton until you get a suitable response.

 

[Haplo]

Looks like a type when the hotel staff entered the HH number, but I could be wrong.

 

[moa999]

So did they charge any of your cards?

I suspect just a mistype of a HH card number with associated customer/address details, and some poor checkin.

 

[dasheighty]

None of my cards have been charged yet.
I do think it was a key in error, but real sloppy that check-in/out did not verify ID of guest against HH number.
What concerns me is the personal info that is on the printed receipt.
No further response from either the hotel or HH.

 

[Deleted member 29185]

I'd suggest it was a simple error and hopefully the party who stayed either didn't notice the stuff up (folio receipt may have gone straight in the bin) or they were honest enough to not attempt anything with that info. I don't know that they could easily use the info regardless, as the receipt does not show a password nor date of birth etc. but it would be worrying none the less, especially if you have a sizable point balance.

I keep a close eye on my HH account, so I can confidently say that has not happened to me, but as the request to do a survey only generates randomly, it may well have happened to many people who have failed to notice as they simply don't monitor their HH account closely. A bit of a worry that the error was not picked up by the check in staff as they should at least be checking the name of the person checking in against the details on the HH account. It seems a phenomenal coincidence that a typo of the HH number miraculously ended up showing a HH account with the exact same name!! Perhaps they searched by name and it may bring up a list of people with that name and they simply clicked the wrong line???

 

[serfty]

I think it is almost certain this was an error on check-in.

 

[docjames]

Had this happen with IHG in AKL.

Had a "stay" over dates on a booking i'd cancelled. I suspect a staff member allocated incorrect IHG number to someone else's booking (that was retained).