Edit: Just got off the phone with the location, this is simply not true as the Hilton in Providence, RI endorsed my story and to which is why I will be receiving a complete refund due to it all being handled via credit card authorization form correctly and employee issue. Management was not joking about employees not being trained and apprently neither is the online team either. Will be no longer with Hilton Rewards program. This is embarrassing.
Despite filing CC authorization form, placing the guest who will be checking in name’s down, and confirming this with the front desk day of - they turned away the guests, refused to look for the CC authorization form, and charged me a no show fee to my card that they supposedly didn’t have on file. When calling later that AM, they could not explain to me what happened with prior employee. Eventually a manager called me back later Tuesday this week, stating the worker was not trained properly and would issues me a refund. I’m still awaiting on the refund figuring it took them less than 24 hours to drive my account negative. Been over 24 hours and still no refund while I had to frantically search for another location for the guests. Do not recommend based off manager admitting to staff not being trained appropriately.