Complaints

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• Initial Complaint

  Date:03/17/2025

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  I am filing this complaint against Home2 Suites by Hilton Champaign / Urbana for unauthorized billing, privacy violations, and deceptive business practices. Despite multiple attempts, Hilton has failed to resolve this issue. I request BBB’s assistance in holding them accountable.
  
  1. Unauthorized Rate Change & Fraudulent Billing
  
  I booked an extended stay at the hotel with a confirmed nightly rate of $72. However, my credit card was charged $126 per night without any prior notice or my consent. Hilton claims they notified me of this rate increase, but they have failed to provide any evidence (no email, call log, or written confirmation).
  
  2. Privacy Breach & Unauthorized Credit Card Charges
  • February 22: Hilton charged my credit card incorrectly without a receipt or consent.
  • February 28: At checkout, I was charged $126 instead of $72. When I objected, staff insisted the money was already withdrawn.
  • February 28, 11:10 PM: I received another unauthorized charge, affecting multiple credit cards.
  
  These unauthorized deductions constitute credit card fraud and severe privacy violations.
  
  3. Hilton’s Refusal to Resolve & Lack of Transparency
  
  Hilton’s customer service closed my case without my agreement, despite failing to provide any proof of notification. Their customer support has been dismissive, and they refuse to correct their fraudulent charges.
  
  4. Resolution Requested
  • Full refund of all overcharges beyond the agreed $72/night.
  • Compensation for unauthorized credit card charges, time wasted, and financial loss.
  
  5. Request for Additional Evidence Submission
  
  I have recorded evidence proving Hilton’s misconduct. Please provide an email address where I can submit recordings, in addition to the emails communications with Hilton customer service.
  
  Hilton’s fraudulent practices must be addressed. I appreciate BBB’s assistance in resolving this matter.

  Business Response

  Date: 03/27/2025

  We initially communicated with this guest at the beginning of January and informed her that we would not be able to honor the rate of $72 per night after January, as it would revert to our standard nightly rate. The guest expressed that she could not afford the increased rate, and we provided her with the option to relocate. Additionally, we clarified that her stay did not include taxes, and the charges would reflect a flat fee minus taxes, which were subsequently refunded to her after the completion of her 30-day stay.
  I will attach relevant photos and the guest’s folio, in which the front desk was instructed to adjust the rate to our best flexible rate. Neither I nor the Director of Sales approved any lower rate for the guest.
  

  Customer Answer

  Date: 03/27/2025

   I am rejecting this response because:
  
  This is a continued response to my ongoing complaint regarding unauthorized billing, privacy violations, and deceptive practices by Home2 Suites by Hilton Champaign / Urbana.
  
  I have once again re-attached the recording of my conversation with Hilton staff, where your front desk team clearly confirmed the agreed rate of $72 per night through February 28. This was noted in your system and explicitly stated during our interaction.
  
  Hilton continues to claim that I was notified of a rate change but has never provided any valid proof, such as:
  • The date and method of notification,
  • The name of the staff who issued it,
  • Or any formal documentation (email, call log, etc.).
  
  In contrast, the recording I submitted shows that the rate was reconfirmed at the end of January, and that it was only recently changed—without any notice—just before or at checkout in late February. This contradicts Hilton’s claims and proves that no proper notification was given. The continued failure to provide documentation makes this an instance of fraudulent billing and deceptive conduct.
  
  Additionally, the front desk manager charged my credit card multiple times without my permission, including charges to multiple cards on the same day. This is a serious breach of financial privacy and constitutes credit card fraud, which is illegal and unacceptable.
  
  I respectfully urge the Better Business Bureau to continue its investigation. Hilton has failed to respond with any valid, document-based evidence while ignoring the clear, repeated proof I have submitted—including this verified recording.
  
  

  Customer Answer

  Date: 03/28/2025

   I must express in the strongest terms that their latest reply is not only misleading but includes fabricated and falsified evidence intended to mislead the Better Business Bureau and obscure the truth of their misconduct.
  First, I want to state clearly that the hotel has never properly notified me of any rate change, and their past correspondence—both via Hilton customer service and internal channels—confirmed that no such documentation existed at the time I originally filed this complaint.
  Now, after failing to provide any proof during multiple escalations, they have suddenly submitted a "figure" or screenshot that purports to show some internal record of communication. I want to make it absolutely clear that:
  I have never seen this figure before.
  I did not communicate with the individual listed in their figure.
  The date they listed is not the date I had any relevant communication.
  This alleged "evidence" is not only false, but it appears to have been created retroactively, specifically to respond to this BBB complaint. They have not provided any timestamp, email thread, phone log, or communication record to support the legitimacy of this document.
  In contrast, I have recordings of my conversations with the hotel staff in which they explicitly confirm the rate was $72 per night through February 28—and that this was recorded in my reservation file. These same staff members admitted that the rate was changed recently, well after the booking was made. This directly contradicts their current claim that the rate was always $126 or that I had been notified in advance.
  The booking confirmation itself reflects the $72/night rate, and their own employees acknowledged in my conversations that the rate was recently changed without notice. I have retained full audio recordings that verify this timeline in detail.
  This makes two serious issues undeniable:
  The hotel has deceived a customer by unilaterally changing the agreed rate without notice.
  The hotel has now attempted to deceive the Better Business Bureau by submitting falsified, post-dated evidence with no verifiable metadata, timestamps, or authenticity.
  Their actions are not just unethical—they are illegal. The fabrication of records, the unauthorized credit card charges, and the deliberate misrepresentation to a regulatory agency are unacceptable in any business context. It is, frankly, outrageous and shameless that a Hilton-branded hotel would resort to this level of deception simply to cover up its misconduct.
  I urge the BBB to treat this matter with the seriousness it deserves. Hilton has now not only mistreated and deceived a consumer, but it has attempted to mislead a regulatory process by submitting what appears to be manufactured evidence. This cannot be tolerated.

  Customer Answer

  Date: 04/23/2025

  Dear BBB Representative,
  Thank you for your continued assistance. I’m writing in response to the recent update regarding my case against Home2 Suites by Hilton Champaign/Urbana.
  I would like to reiterate that it is the hotel’s responsibility to provide formal written notification for any rate changes. I have already submitted sufficient evidence, including a recording from late February, where the front desk staff confirmed that I was informed at the end of January that the nightly rate would remain $72 through February 28.
  The hotel has not provided any documented evidence showing they informed me of a rate change, nor any record of my consent to such a change. Instead, they submitted a fabricated and unverifiable figure that does not reflect any real interaction I had with them.
  This is not an isolated incident. A quick review of their ****** and **** pages shows that multiple guests have experienced similar issues, including unauthorized charges, unresolved disputes, and poor treatment. This reflects a pattern of misconduct that goes beyond my individual case.
  Given the facts and the public evidence, I would like to formally insist on the following resolutions:
  A full refund of all overcharged amounts beyond the agreed nightly rate.
  Fair compensation for the time I’ve spent trying to resolve this issue, as well as for the unacceptable service and distress caused by the hotel’s actions.
  Thank you again for your support and for continuing to advocate for consumer rights.