{"id":"hilton","page":"https://escalate.alexgaoth.com/#/c/hilton","html":"https://escalate.alexgaoth.com/c/hilton/","generated":"2026-10-15","company":{"id":"hilton","name":"Hilton","aliases":["hilton worldwide","hilton hotels","hilton honors","hampton inn","doubletree","embassy suites","homewood suites"],"sector":"lodging","website":"https://www.hilton.com","account_url":"https://www.hilton.com/en/book/reservation/find/","regulators":["ftc"],"notes":"Hilton tells guests to take billing errors to the hotel first; the Help Center Billing Issue and Stay Feedback forms are the written channels after that. Hilton.com blocks most automated page fetches; values here come from Hilton pages as shown in official-domain search results.","channels":[{"id":"honors-customer-care-phone","type":"phone","label":"Hilton customer support, United States and Canada (1-888-4HONORS)","value":"+1-888-446-6677","purposes":["reservation_problem","refund_request","billing_error","poor_service"],"notes":"The Help Center home page lists +1-888-4HONORS (dials +1-888-446-6677), and the Global Phone Numbers page lists 888 446 6677 for the United States and Canada (including American Samoa, Guam, Mariana Islands, Puerto Rico and the US Virgin Islands). The footer of the Global Phone Numbers page and older travel-agent pages still show 1-800-4HONORS (+1-800-446-6677). From other countries, Hilton lists the international free number +800 4445 8667.","source":"https://www.hilton.com/en/help-center/global-phone-numbers/","last_verified":"2026-10-12"},{"id":"help-center-chat","type":"chat","label":"Hilton Help Center chat","value":"https://www.hilton.com/en/help-center/","hours":"24/7","purposes":["reservation_problem","refund_request","billing_error"],"source":"https://www.hilton.com/en/help-center/","last_verified":"2026-10-12"},{"id":"billing-issue-form","type":"web_form","label":"Report a Billing Issue (Help Center)","value":"https://www.hilton.com/en/help-center/reservations/report-a-billing-issue/","purposes":["billing_error","deposit_refund","refund_request"],"notes":"Hilton says to contact the hotel from the stay first; use this form if that does not resolve it.","source":"https://www.hilton.com/en/help-center/reservations/report-a-billing-issue/","last_verified":"2026-10-12"},{"id":"stay-feedback-form","type":"web_form","label":"Stay Feedback form (Help Center)","value":"https://www.hilton.com/en/help-center/reservations/stay-feedback/","purposes":["poor_service","reservation_problem"],"source":"https://www.hilton.com/en/help-center/reservations/stay-feedback/","last_verified":"2026-10-12"},{"id":"cancel-reservation-page","type":"portal","label":"How to cancel your reservation (Help Center)","value":"https://www.hilton.com/en/help-center/reservations/how-to-cancel-your-reservation/","purposes":["refund_request"],"source":"https://www.hilton.com/en/help-center/reservations/how-to-cancel-your-reservation/","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"honors-customer-care-phone","note":"For billing errors Hilton says to contact the hotel from the stay first."},{"rung":"written_complaint","channel":"billing-issue-form"},{"rung":"written_complaint","channel":"stay-feedback-form"},{"rung":"payment_dispute","note":"Hilton warns that disputing an Advance Purchase charge while a Hilton refund is pending can cause a double credit that is later reversed."},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"refund_request","summary":"Cancel before the hotel's deadline; standard-rate deposits are refunded by the hotel, Advance Purchase rates are non-refundable.","evidence":["confirmation number","rate details and cancellation policy","cancellation confirmation","card statement"],"steps":[{"do":"Check the rate type and deadline under Rate details & policies in the reservation or confirmation email."},{"do":"Cancel online (Find Stay, View/Edit Stay), in the Hilton Honors app, with the hotel, or through Customer Support.","channel":"cancel-reservation-page"},{"do":"For a deposit refund on a standard rate, ask the hotel that collected the payment; refunds can take up to 30 days."},{"do":"For an Advance Purchase booking in the US, Canada, Mexico or the Caribbean, call at least three days before check-in to ask whether the hotel will accept a cancellation when you book a new Advance Purchase reservation; a service fee applies.","channel":"honors-customer-care-phone"},{"do":"If a refund you are owed does not arrive, report it through the billing issue form before you dispute the charge with your card issuer.","channel":"billing-issue-form"}],"facts":[{"kind":"policy","claim":"Hilton says cancellation policies vary by rate type, stay dates and hotel; a late cancellation fee may apply after the hotel's window.","issues":["refund_request"],"source":"https://www.hilton.com/en/help-center/reservations/how-to-cancel-your-reservation/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If you paid a deposit, the refund is processed by the hotel that collected the payment, and Hilton says refunds can take up to 30 days.","issues":["refund_request","deposit_refund"],"source":"https://www.hilton.com/en/help-center/reservations/how-to-cancel-your-reservation/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Hilton Advance Purchase terms say payments for Advance Purchase/Non-Refundable rates are not refundable and the bookings may not be modified.","issues":["refund_request"],"source":"https://www.hilton.com/en/hotels/laxavci-conrad-los-angeles/offers/advance-purchase-terms/","last_verified":"2026-10-12"},{"kind":"process","claim":"Hilton warns that if you dispute an Advance Purchase charge with your card company instead of waiting for Hilton's refund, the double credit causes a new correcting charge when the dispute closes.","issues":["refund_request"],"source":"https://www.hilton.com/en/help-center/reservations/refund-reversals/","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"Ask the hotel first, then use the Help Center billing issue form.","evidence":["folio","confirmation number","card statement","rate quoted at booking"],"steps":[{"do":"Contact the hotel from the stay and ask it to correct the charge."},{"do":"If the hotel does not fix it, submit the Report a Billing Issue form with the folio and the correct amount.","channel":"billing-issue-form"},{"do":"If Hilton does not correct it, dispute the charge with your card issuer."}]},{"issue":"deposit_refund","summary":"The incidental hold should drop within 72 hours of checkout; card issuers can take longer.","evidence":["final folio","checkout date","card statement showing the hold"],"steps":[{"do":"Check the final folio for posted incidental charges."},{"do":"If the hold remains well past 72 hours, ask the hotel to confirm the release, then contact your card issuer."},{"do":"If the hotel charged the hold amount and you dispute it, use the billing issue form.","channel":"billing-issue-form"}],"facts":[{"kind":"deadline","claim":"Hilton says that at checkout you are charged the final price and the incidental hold is released within 72 hours; depending on the card provider it may take longer.","issues":["deposit_refund"],"source":"https://www.hilton.com/en/hilton-honors/payment-security/","last_verified":"2026-10-12"}]}],"facts":[{"kind":"fee","claim":"Hilton says resort charges vary by hotel; the amount is in the hotel website's \"Rooms and suites\" section and what it includes is under \"Hotel policies\".","source":"https://help.hilton.com/s/article/Is-there-a-resort-charge-at-the-hotel","last_verified":"2026-10-12"},{"kind":"fee","claim":"Hilton Honors terms say members on Reward stays booked with all Points or a promotional free night reward certificate do not pay resort fees at participating hotels.","source":"https://www.hilton.com/en/hilton-honors/benefit-terms/","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Hilton Site Usage Agreement has no arbitration clause; it requires individual (non-class) claims filed in the U.S. District Court for the Eastern District of Virginia or Fairfax County, Virginia courts, and a one-year limit to bring claims.","source":"https://www.hilton.com/en/p/site-usage-agreement/","last_verified":"2026-10-12"}],"known_blockers":["hilton.com returns HTTP 403 to automated fetches; an agent may need the person to open Help Center pages and forms.","Billing disputes go to the individual hotel first; Hilton corporate forms are the second step."],"official_domains":["hilton.com"],"security":{"never_asks":[{"kind":"policy","claim":"Hilton's Global Privacy Statement says Hilton will never ask you to send confidential personal information or payment card information by email or text message.","source":"https://www.hilton.com/en/p/global-privacy-statement/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Hilton warns of fraudulent telemarketers who use its name and branding to get personal information. Hilton says it never calls from a spoofed local-looking number, never uses a computer-generated voice or voicemail, and never uses a blocked caller ID.","source":"https://stories.hilton.com/releases/statement-from-hilton-fraudulent-marketing","last_verified":"2026-10-12"},{"kind":"policy","claim":"A BBB alert on fake hotel booking sites cites a consumer who paid for a Hilton hotel reservation in Chicago that neither the hotel nor Hilton reservations had any record of.","source":"https://www.bbb.org/article/scams/28768-bbb-scam-alert-how-to-avoid-scams-when-booking-a-hotel-online","last_verified":"2026-10-12"}],"report_phishing":[{"id":"fraudulent-calls-phone","type":"phone","label":"Report fraudulent calls that use Hilton's name (1-800-HILTONS, ask for Guest Assistance)","value":"+1-800-445-8667","notes":"From a Hilton statement dated September 6, 2019.","source":"https://stories.hilton.com/releases/statement-from-hilton-fraudulent-marketing","last_verified":"2026-10-12"}]}},"playbooks":{"refund_request":{"company":{"id":"hilton","name":"Hilton","sector":"lodging","website":"https://www.hilton.com","account_url":"https://www.hilton.com/en/book/reservation/find/"},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"Cancel before the hotel's deadline; standard-rate deposits are refunded by the hotel, Advance Purchase rates are non-refundable.","evidence":["confirmation number","rate details and cancellation policy","cancellation confirmation","card statement"],"steps":[{"do":"Check the rate type and deadline under Rate details & policies in the reservation or confirmation email."},{"do":"Cancel online (Find Stay, View/Edit Stay), in the Hilton Honors app, with the hotel, or through Customer Support.","channel":{"id":"cancel-reservation-page","type":"portal","label":"How to cancel your reservation (Help Center)","value":"https://www.hilton.com/en/help-center/reservations/how-to-cancel-your-reservation/","purposes":["refund_request"],"source":"https://www.hilton.com/en/help-center/reservations/how-to-cancel-your-reservation/","last_verified":"2026-10-12"}},{"do":"For a deposit refund on a standard rate, ask the hotel that collected the payment; refunds can take up to 30 days."},{"do":"For an Advance Purchase booking in the US, Canada, Mexico or the Caribbean, call at least three days before check-in to ask whether the hotel will accept a cancellation when you book a new Advance Purchase reservation; a service fee applies.","channel":{"id":"honors-customer-care-phone","type":"phone","label":"Hilton customer support, United States and Canada (1-888-4HONORS)","value":"+1-888-446-6677","purposes":["reservation_problem","refund_request","billing_error","poor_service"],"notes":"The Help Center home page lists +1-888-4HONORS (dials +1-888-446-6677), and the Global Phone Numbers page lists 888 446 6677 for the United States and Canada (including American Samoa, Guam, Mariana Islands, Puerto Rico and the US Virgin Islands). The footer of the Global Phone Numbers page and older travel-agent pages still show 1-800-4HONORS (+1-800-446-6677). From other countries, Hilton lists the international free number +800 4445 8667.","source":"https://www.hilton.com/en/help-center/global-phone-numbers/","last_verified":"2026-10-12"}},{"do":"If a refund you are owed does not arrive, report it through the billing issue form before you dispute the charge with your card issuer.","channel":{"id":"billing-issue-form","type":"web_form","label":"Report a Billing Issue (Help Center)","value":"https://www.hilton.com/en/help-center/reservations/report-a-billing-issue/","purposes":["billing_error","deposit_refund","refund_request"],"notes":"Hilton says to contact the hotel from the stay first; use this form if that does not resolve it.","source":"https://www.hilton.com/en/help-center/reservations/report-a-billing-issue/","last_verified":"2026-10-12"}}],"channels":[{"id":"honors-customer-care-phone","type":"phone","label":"Hilton customer support, United States and Canada (1-888-4HONORS)","value":"+1-888-446-6677","purposes":["reservation_problem","refund_request","billing_error","poor_service"],"notes":"The Help Center home page lists +1-888-4HONORS (dials +1-888-446-6677), and the Global Phone Numbers page lists 888 446 6677 for the United States and Canada (including American Samoa, Guam, Mariana Islands, Puerto Rico and the US Virgin Islands). The footer of the Global Phone Numbers page and older travel-agent pages still show 1-800-4HONORS (+1-800-446-6677). From other countries, Hilton lists the international free number +800 4445 8667.","source":"https://www.hilton.com/en/help-center/global-phone-numbers/","last_verified":"2026-10-12"},{"id":"help-center-chat","type":"chat","label":"Hilton Help Center chat","value":"https://www.hilton.com/en/help-center/","hours":"24/7","purposes":["reservation_problem","refund_request","billing_error"],"source":"https://www.hilton.com/en/help-center/","last_verified":"2026-10-12"},{"id":"billing-issue-form","type":"web_form","label":"Report a Billing Issue (Help Center)","value":"https://www.hilton.com/en/help-center/reservations/report-a-billing-issue/","purposes":["billing_error","deposit_refund","refund_request"],"notes":"Hilton says to contact the hotel from the stay first; use this form if that does not resolve it.","source":"https://www.hilton.com/en/help-center/reservations/report-a-billing-issue/","last_verified":"2026-10-12"},{"id":"cancel-reservation-page","type":"portal","label":"How to cancel your reservation (Help Center)","value":"https://www.hilton.com/en/help-center/reservations/how-to-cancel-your-reservation/","purposes":["refund_request"],"source":"https://www.hilton.com/en/help-center/reservations/how-to-cancel-your-reservation/","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Hilton says cancellation policies vary by rate type, stay dates and hotel; a late cancellation fee may apply after the hotel's window.","issues":["refund_request"],"source":"https://www.hilton.com/en/help-center/reservations/how-to-cancel-your-reservation/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If you paid a deposit, the refund is processed by the hotel that collected the payment, and Hilton says refunds can take up to 30 days.","issues":["refund_request","deposit_refund"],"source":"https://www.hilton.com/en/help-center/reservations/how-to-cancel-your-reservation/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Hilton Advance Purchase terms say payments for Advance Purchase/Non-Refundable rates are not refundable and the bookings may not be modified.","issues":["refund_request"],"source":"https://www.hilton.com/en/hotels/laxavci-conrad-los-angeles/offers/advance-purchase-terms/","last_verified":"2026-10-12"},{"kind":"process","claim":"Hilton warns that if you dispute an Advance Purchase charge with your card company instead of waiting for Hilton's refund, the double credit causes a new correcting charge when the dispute closes.","issues":["refund_request"],"source":"https://www.hilton.com/en/help-center/reservations/refund-reversals/","last_verified":"2026-10-12"},{"kind":"fee","claim":"Hilton says resort charges vary by hotel; the amount is in the hotel website's \"Rooms and suites\" section and what it includes is under \"Hotel policies\".","source":"https://help.hilton.com/s/article/Is-there-a-resort-charge-at-the-hotel","last_verified":"2026-10-12"},{"kind":"fee","claim":"Hilton Honors terms say members on Reward stays booked with all Points or a promotional free night reward certificate do not pay resort fees at participating hotels.","source":"https://www.hilton.com/en/hilton-honors/benefit-terms/","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Hilton Site Usage Agreement has no arbitration clause; it requires individual (non-class) claims filed in the U.S. District Court for the Eastern District of Virginia or Fairfax County, Virginia courts, and a one-year limit to bring claims.","source":"https://www.hilton.com/en/p/site-usage-agreement/","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"ftc-junk-fees-rule","title":"FTC Rule on Unfair or Deceptive Fees (live-event tickets and short-term lodging)","citation":"16 CFR part 464 (90 FR 2066, January 10, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"Since May 12, 2025, any business that offers, displays or advertises a price for live-event tickets or short-term lodging (for example hotels, motels and inns) must show the total price, including all mandatory fees, more prominently than other pricing information. Only government charges, shipping and optional add-ons may be left out, and those must be disclosed before the consumer pays. Misrepresenting any fee is prohibited.","source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"policy","claim":"A business may not misrepresent the nature, purpose, amount or refundability of any fee, or the identity of the good or service the fee is charged for.","issues":["billing_error","refund_request"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.3","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"For billing errors Hilton says to contact the hotel from the stay first.","channel":{"id":"honors-customer-care-phone","type":"phone","label":"Hilton customer support, United States and Canada (1-888-4HONORS)","value":"+1-888-446-6677","purposes":["reservation_problem","refund_request","billing_error","poor_service"],"notes":"The Help Center home page lists +1-888-4HONORS (dials +1-888-446-6677), and the Global Phone Numbers page lists 888 446 6677 for the United States and Canada (including American Samoa, Guam, Mariana Islands, Puerto Rico and the US Virgin Islands). The footer of the Global Phone Numbers page and older travel-agent pages still show 1-800-4HONORS (+1-800-446-6677). From other countries, Hilton lists the international free number +800 4445 8667.","source":"https://www.hilton.com/en/help-center/global-phone-numbers/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"billing-issue-form","type":"web_form","label":"Report a Billing Issue (Help Center)","value":"https://www.hilton.com/en/help-center/reservations/report-a-billing-issue/","purposes":["billing_error","deposit_refund","refund_request"],"notes":"Hilton says to contact the hotel from the stay first; use this form if that does not resolve it.","source":"https://www.hilton.com/en/help-center/reservations/report-a-billing-issue/","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"stay-feedback-form","type":"web_form","label":"Stay Feedback form (Help Center)","value":"https://www.hilton.com/en/help-center/reservations/stay-feedback/","purposes":["poor_service","reservation_problem"],"source":"https://www.hilton.com/en/help-center/reservations/stay-feedback/","last_verified":"2026-10-12"}},{"index":3,"rung":"payment_dispute","note":"Hilton warns that disputing an Advance Purchase charge while a Hilton refund is pending can cause a double credit that is later reversed.","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["hilton.com returns HTTP 403 to automated fetches; an agent may need the person to open Help Center pages and forms.","Billing disputes go to the individual hotel first; Hilton corporate forms are the second step."],"security":{"official_domains":["hilton.com"],"never_asks":[{"kind":"policy","claim":"Hilton's Global Privacy Statement says Hilton will never ask you to send confidential personal information or payment card information by email or text message.","source":"https://www.hilton.com/en/p/global-privacy-statement/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Hilton warns of fraudulent telemarketers who use its name and branding to get personal information. Hilton says it never calls from a spoofed local-looking number, never uses a computer-generated voice or voicemail, and never uses a blocked caller ID.","source":"https://stories.hilton.com/releases/statement-from-hilton-fraudulent-marketing","last_verified":"2026-10-12"},{"kind":"policy","claim":"A BBB alert on fake hotel booking sites cites a consumer who paid for a Hilton hotel reservation in Chicago that neither the hotel nor Hilton reservations had any record of.","source":"https://www.bbb.org/article/scams/28768-bbb-scam-alert-how-to-avoid-scams-when-booking-a-hotel-online","last_verified":"2026-10-12"}],"report_phishing":[{"id":"fraudulent-calls-phone","type":"phone","label":"Report fraudulent calls that use Hilton's name (1-800-HILTONS, ask for Guest Assistance)","value":"+1-800-445-8667","notes":"From a Hilton statement dated September 6, 2019.","source":"https://stories.hilton.com/releases/statement-from-hilton-fraudulent-marketing","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.941,"sources":{"primary":16,"reference":1},"verified_from":{"page":17},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 94% of 17 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Hilton tells guests to take billing errors to the hotel first; the Help Center Billing Issue and Stay Feedback forms are the written channels after that. Hilton.com blocks most automated page fetches; values here come from Hilton pages as shown in official-domain search results.","warnings":[]},"billing_error":{"company":{"id":"hilton","name":"Hilton","sector":"lodging","website":"https://www.hilton.com","account_url":"https://www.hilton.com/en/book/reservation/find/"},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Ask the hotel first, then use the Help Center billing issue form.","evidence":["folio","confirmation number","card statement","rate quoted at booking"],"steps":[{"do":"Contact the hotel from the stay and ask it to correct the charge."},{"do":"If the hotel does not fix it, submit the Report a Billing Issue form with the folio and the correct amount.","channel":{"id":"billing-issue-form","type":"web_form","label":"Report a Billing Issue (Help Center)","value":"https://www.hilton.com/en/help-center/reservations/report-a-billing-issue/","purposes":["billing_error","deposit_refund","refund_request"],"notes":"Hilton says to contact the hotel from the stay first; use this form if that does not resolve it.","source":"https://www.hilton.com/en/help-center/reservations/report-a-billing-issue/","last_verified":"2026-10-12"}},{"do":"If Hilton does not correct it, dispute the charge with your card issuer."}],"channels":[{"id":"honors-customer-care-phone","type":"phone","label":"Hilton customer support, United States and Canada (1-888-4HONORS)","value":"+1-888-446-6677","purposes":["reservation_problem","refund_request","billing_error","poor_service"],"notes":"The Help Center home page lists +1-888-4HONORS (dials +1-888-446-6677), and the Global Phone Numbers page lists 888 446 6677 for the United States and Canada (including American Samoa, Guam, Mariana Islands, Puerto Rico and the US Virgin Islands). The footer of the Global Phone Numbers page and older travel-agent pages still show 1-800-4HONORS (+1-800-446-6677). From other countries, Hilton lists the international free number +800 4445 8667.","source":"https://www.hilton.com/en/help-center/global-phone-numbers/","last_verified":"2026-10-12"},{"id":"help-center-chat","type":"chat","label":"Hilton Help Center chat","value":"https://www.hilton.com/en/help-center/","hours":"24/7","purposes":["reservation_problem","refund_request","billing_error"],"source":"https://www.hilton.com/en/help-center/","last_verified":"2026-10-12"},{"id":"billing-issue-form","type":"web_form","label":"Report a Billing Issue (Help Center)","value":"https://www.hilton.com/en/help-center/reservations/report-a-billing-issue/","purposes":["billing_error","deposit_refund","refund_request"],"notes":"Hilton says to contact the hotel from the stay first; use this form if that does not resolve it.","source":"https://www.hilton.com/en/help-center/reservations/report-a-billing-issue/","last_verified":"2026-10-12"}],"facts":[{"kind":"fee","claim":"Hilton says resort charges vary by hotel; the amount is in the hotel website's \"Rooms and suites\" section and what it includes is under \"Hotel policies\".","source":"https://help.hilton.com/s/article/Is-there-a-resort-charge-at-the-hotel","last_verified":"2026-10-12"},{"kind":"fee","claim":"Hilton Honors terms say members on Reward stays booked with all Points or a promotional free night reward certificate do not pay resort fees at participating hotels.","source":"https://www.hilton.com/en/hilton-honors/benefit-terms/","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Hilton Site Usage Agreement has no arbitration clause; it requires individual (non-class) claims filed in the U.S. District Court for the Eastern District of Virginia or Fairfax County, Virginia courts, and a one-year limit to bring claims.","source":"https://www.hilton.com/en/p/site-usage-agreement/","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"ftc-junk-fees-rule","title":"FTC Rule on Unfair or Deceptive Fees (live-event tickets and short-term lodging)","citation":"16 CFR part 464 (90 FR 2066, January 10, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"Since May 12, 2025, any business that offers, displays or advertises a price for live-event tickets or short-term lodging (for example hotels, motels and inns) must show the total price, including all mandatory fees, more prominently than other pricing information. Only government charges, shipping and optional add-ons may be left out, and those must be disclosed before the consumer pays. Misrepresenting any fee is prohibited.","source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"The rule covers live-event tickets and short-term lodging, including temporary sleeping accommodations at a hotel, motel or inn.","issues":["billing_error","reservation_problem"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"\"Total price\" means the maximum total of all fees or charges a consumer must pay. Government charges, shipping charges and fees for optional ancillary goods or services may be excluded.","issues":["billing_error"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"A business that offers, displays or advertises a price for a covered good or service must disclose the total price more prominently than any other pricing information.","issues":["billing_error","reservation_problem"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"Before the consumer consents to pay, the business must clearly disclose the nature, purpose and amount of any fee excluded from the total price, and the final amount of payment.","issues":["billing_error"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"A business may not misrepresent the nature, purpose, amount or refundability of any fee, or the identity of the good or service the fee is charged for.","issues":["billing_error","refund_request"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.3","last_verified":"2026-10-12"},{"kind":"policy","claim":"The FTC's compliance guide says the rule applies to any business that offers, displays or advertises live-event tickets or short-term lodging, including third-party platforms, resellers and travel agents.","issues":["billing_error","reservation_problem"],"source":"https://www.ftc.gov/business-guidance/resources/rule-unfair-or-deceptive-fees-frequently-asked-questions","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"For billing errors Hilton says to contact the hotel from the stay first.","channel":{"id":"honors-customer-care-phone","type":"phone","label":"Hilton customer support, United States and Canada (1-888-4HONORS)","value":"+1-888-446-6677","purposes":["reservation_problem","refund_request","billing_error","poor_service"],"notes":"The Help Center home page lists +1-888-4HONORS (dials +1-888-446-6677), and the Global Phone Numbers page lists 888 446 6677 for the United States and Canada (including American Samoa, Guam, Mariana Islands, Puerto Rico and the US Virgin Islands). The footer of the Global Phone Numbers page and older travel-agent pages still show 1-800-4HONORS (+1-800-446-6677). From other countries, Hilton lists the international free number +800 4445 8667.","source":"https://www.hilton.com/en/help-center/global-phone-numbers/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"billing-issue-form","type":"web_form","label":"Report a Billing Issue (Help Center)","value":"https://www.hilton.com/en/help-center/reservations/report-a-billing-issue/","purposes":["billing_error","deposit_refund","refund_request"],"notes":"Hilton says to contact the hotel from the stay first; use this form if that does not resolve it.","source":"https://www.hilton.com/en/help-center/reservations/report-a-billing-issue/","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"stay-feedback-form","type":"web_form","label":"Stay Feedback form (Help Center)","value":"https://www.hilton.com/en/help-center/reservations/stay-feedback/","purposes":["poor_service","reservation_problem"],"source":"https://www.hilton.com/en/help-center/reservations/stay-feedback/","last_verified":"2026-10-12"}},{"index":3,"rung":"payment_dispute","note":"Hilton warns that disputing an Advance Purchase charge while a Hilton refund is pending can cause a double credit that is later reversed.","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["hilton.com returns HTTP 403 to automated fetches; an agent may need the person to open Help Center pages and forms.","Billing disputes go to the individual hotel first; Hilton corporate forms are the second step."],"security":{"official_domains":["hilton.com"],"never_asks":[{"kind":"policy","claim":"Hilton's Global Privacy Statement says Hilton will never ask you to send confidential personal information or payment card information by email or text message.","source":"https://www.hilton.com/en/p/global-privacy-statement/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Hilton warns of fraudulent telemarketers who use its name and branding to get personal information. Hilton says it never calls from a spoofed local-looking number, never uses a computer-generated voice or voicemail, and never uses a blocked caller ID.","source":"https://stories.hilton.com/releases/statement-from-hilton-fraudulent-marketing","last_verified":"2026-10-12"},{"kind":"policy","claim":"A BBB alert on fake hotel booking sites cites a consumer who paid for a Hilton hotel reservation in Chicago that neither the hotel nor Hilton reservations had any record of.","source":"https://www.bbb.org/article/scams/28768-bbb-scam-alert-how-to-avoid-scams-when-booking-a-hotel-online","last_verified":"2026-10-12"}],"report_phishing":[{"id":"fraudulent-calls-phone","type":"phone","label":"Report fraudulent calls that use Hilton's name (1-800-HILTONS, ask for Guest Assistance)","value":"+1-800-445-8667","notes":"From a Hilton statement dated September 6, 2019.","source":"https://stories.hilton.com/releases/statement-from-hilton-fraudulent-marketing","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.941,"sources":{"primary":16,"reference":1},"verified_from":{"page":17},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 94% of 17 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Hilton tells guests to take billing errors to the hotel first; the Help Center Billing Issue and Stay Feedback forms are the written channels after that. Hilton.com blocks most automated page fetches; values here come from Hilton pages as shown in official-domain search results.","warnings":[]},"deposit_refund":{"company":{"id":"hilton","name":"Hilton","sector":"lodging","website":"https://www.hilton.com","account_url":"https://www.hilton.com/en/book/reservation/find/"},"issue":{"id":"deposit_refund","name":"Deposit not returned"},"playbook_source":"company","summary":"The incidental hold should drop within 72 hours of checkout; card issuers can take longer.","evidence":["final folio","checkout date","card statement showing the hold"],"steps":[{"do":"Check the final folio for posted incidental charges."},{"do":"If the hold remains well past 72 hours, ask the hotel to confirm the release, then contact your card issuer."},{"do":"If the hotel charged the hold amount and you dispute it, use the billing issue form.","channel":{"id":"billing-issue-form","type":"web_form","label":"Report a Billing Issue (Help Center)","value":"https://www.hilton.com/en/help-center/reservations/report-a-billing-issue/","purposes":["billing_error","deposit_refund","refund_request"],"notes":"Hilton says to contact the hotel from the stay first; use this form if that does not resolve it.","source":"https://www.hilton.com/en/help-center/reservations/report-a-billing-issue/","last_verified":"2026-10-12"}}],"channels":[{"id":"billing-issue-form","type":"web_form","label":"Report a Billing Issue (Help Center)","value":"https://www.hilton.com/en/help-center/reservations/report-a-billing-issue/","purposes":["billing_error","deposit_refund","refund_request"],"notes":"Hilton says to contact the hotel from the stay first; use this form if that does not resolve it.","source":"https://www.hilton.com/en/help-center/reservations/report-a-billing-issue/","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Hilton says that at checkout you are charged the final price and the incidental hold is released within 72 hours; depending on the card provider it may take longer.","issues":["deposit_refund"],"source":"https://www.hilton.com/en/hilton-honors/payment-security/","last_verified":"2026-10-12"},{"kind":"fee","claim":"Hilton says resort charges vary by hotel; the amount is in the hotel website's \"Rooms and suites\" section and what it includes is under \"Hotel policies\".","source":"https://help.hilton.com/s/article/Is-there-a-resort-charge-at-the-hotel","last_verified":"2026-10-12"},{"kind":"fee","claim":"Hilton Honors terms say members on Reward stays booked with all Points or a promotional free night reward certificate do not pay resort fees at participating hotels.","source":"https://www.hilton.com/en/hilton-honors/benefit-terms/","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Hilton Site Usage Agreement has no arbitration clause; it requires individual (non-class) claims filed in the U.S. District Court for the Eastern District of Virginia or Fairfax County, Virginia courts, and a one-year limit to bring claims.","source":"https://www.hilton.com/en/p/site-usage-agreement/","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"For billing errors Hilton says to contact the hotel from the stay first.","channel":{"id":"honors-customer-care-phone","type":"phone","label":"Hilton customer support, United States and Canada (1-888-4HONORS)","value":"+1-888-446-6677","purposes":["reservation_problem","refund_request","billing_error","poor_service"],"notes":"The Help Center home page lists +1-888-4HONORS (dials +1-888-446-6677), and the Global Phone Numbers page lists 888 446 6677 for the United States and Canada (including American Samoa, Guam, Mariana Islands, Puerto Rico and the US Virgin Islands). The footer of the Global Phone Numbers page and older travel-agent pages still show 1-800-4HONORS (+1-800-446-6677). From other countries, Hilton lists the international free number +800 4445 8667.","source":"https://www.hilton.com/en/help-center/global-phone-numbers/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"billing-issue-form","type":"web_form","label":"Report a Billing Issue (Help Center)","value":"https://www.hilton.com/en/help-center/reservations/report-a-billing-issue/","purposes":["billing_error","deposit_refund","refund_request"],"notes":"Hilton says to contact the hotel from the stay first; use this form if that does not resolve it.","source":"https://www.hilton.com/en/help-center/reservations/report-a-billing-issue/","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"stay-feedback-form","type":"web_form","label":"Stay Feedback form (Help Center)","value":"https://www.hilton.com/en/help-center/reservations/stay-feedback/","purposes":["poor_service","reservation_problem"],"source":"https://www.hilton.com/en/help-center/reservations/stay-feedback/","last_verified":"2026-10-12"}},{"index":3,"rung":"payment_dispute","note":"Hilton warns that disputing an Advance Purchase charge while a Hilton refund is pending can cause a double credit that is later reversed.","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["hilton.com returns HTTP 403 to automated fetches; an agent may need the person to open Help Center pages and forms.","Billing disputes go to the individual hotel first; Hilton corporate forms are the second step."],"security":{"official_domains":["hilton.com"],"never_asks":[{"kind":"policy","claim":"Hilton's Global Privacy Statement says Hilton will never ask you to send confidential personal information or payment card information by email or text message.","source":"https://www.hilton.com/en/p/global-privacy-statement/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Hilton warns of fraudulent telemarketers who use its name and branding to get personal information. Hilton says it never calls from a spoofed local-looking number, never uses a computer-generated voice or voicemail, and never uses a blocked caller ID.","source":"https://stories.hilton.com/releases/statement-from-hilton-fraudulent-marketing","last_verified":"2026-10-12"},{"kind":"policy","claim":"A BBB alert on fake hotel booking sites cites a consumer who paid for a Hilton hotel reservation in Chicago that neither the hotel nor Hilton reservations had any record of.","source":"https://www.bbb.org/article/scams/28768-bbb-scam-alert-how-to-avoid-scams-when-booking-a-hotel-online","last_verified":"2026-10-12"}],"report_phishing":[{"id":"fraudulent-calls-phone","type":"phone","label":"Report fraudulent calls that use Hilton's name (1-800-HILTONS, ask for Guest Assistance)","value":"+1-800-445-8667","notes":"From a Hilton statement dated September 6, 2019.","source":"https://stories.hilton.com/releases/statement-from-hilton-fraudulent-marketing","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.941,"sources":{"primary":16,"reference":1},"verified_from":{"page":17},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 94% of 17 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Hilton tells guests to take billing errors to the hotel first; the Help Center Billing Issue and Stay Feedback forms are the written channels after that. Hilton.com blocks most automated page fetches; values here come from Hilton pages as shown in official-domain search results.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","note":"For billing errors Hilton says to contact the hotel from the stay first.","channel":{"id":"honors-customer-care-phone","type":"phone","label":"Hilton customer support, United States and Canada (1-888-4HONORS)","value":"+1-888-446-6677","purposes":["reservation_problem","refund_request","billing_error","poor_service"],"notes":"The Help Center home page lists +1-888-4HONORS (dials +1-888-446-6677), and the Global Phone Numbers page lists 888 446 6677 for the United States and Canada (including American Samoa, Guam, Mariana Islands, Puerto Rico and the US Virgin Islands). The footer of the Global Phone Numbers page and older travel-agent pages still show 1-800-4HONORS (+1-800-446-6677). From other countries, Hilton lists the international free number +800 4445 8667.","source":"https://www.hilton.com/en/help-center/global-phone-numbers/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"billing-issue-form","type":"web_form","label":"Report a Billing Issue (Help Center)","value":"https://www.hilton.com/en/help-center/reservations/report-a-billing-issue/","purposes":["billing_error","deposit_refund","refund_request"],"notes":"Hilton says to contact the hotel from the stay first; use this form if that does not resolve it.","source":"https://www.hilton.com/en/help-center/reservations/report-a-billing-issue/","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"stay-feedback-form","type":"web_form","label":"Stay Feedback form (Help Center)","value":"https://www.hilton.com/en/help-center/reservations/stay-feedback/","purposes":["poor_service","reservation_problem"],"source":"https://www.hilton.com/en/help-center/reservations/stay-feedback/","last_verified":"2026-10-12"}},{"index":3,"rung":"payment_dispute","note":"Hilton warns that disputing an Advance Purchase charge while a Hilton refund is pending can cause a double credit that is later reversed.","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"security":{"official_domains":["hilton.com"],"never_asks":[{"kind":"policy","claim":"Hilton's Global Privacy Statement says Hilton will never ask you to send confidential personal information or payment card information by email or text message.","source":"https://www.hilton.com/en/p/global-privacy-statement/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Hilton warns of fraudulent telemarketers who use its name and branding to get personal information. Hilton says it never calls from a spoofed local-looking number, never uses a computer-generated voice or voicemail, and never uses a blocked caller ID.","source":"https://stories.hilton.com/releases/statement-from-hilton-fraudulent-marketing","last_verified":"2026-10-12"},{"kind":"policy","claim":"A BBB alert on fake hotel booking sites cites a consumer who paid for a Hilton hotel reservation in Chicago that neither the hotel nor Hilton reservations had any record of.","source":"https://www.bbb.org/article/scams/28768-bbb-scam-alert-how-to-avoid-scams-when-booking-a-hotel-online","last_verified":"2026-10-12"}],"report_phishing":[{"id":"fraudulent-calls-phone","type":"phone","label":"Report fraudulent calls that use Hilton's name (1-800-HILTONS, ask for Guest Assistance)","value":"+1-800-445-8667","notes":"From a Hilton statement dated September 6, 2019.","source":"https://stories.hilton.com/releases/statement-from-hilton-fraudulent-marketing","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.941,"sources":{"primary":16,"reference":1},"verified_from":{"page":17},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 94% of 17 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"lodging","title":"Hotels and vacation rentals — how complaints work","last_verified":"2026-10-12","file":"guides/lodging.md","page":"https://escalate.alexgaoth.com/#/guides/lodging"}}