After reading many reviews on many other sites of guests being charged various amounts for incident fees, I didn't believe them. I thought it wouldn't happen to me & perhaps it was in error or a miscalculation. So I booked my vacation with them anyways. Unfortunately, I should have believed them.
I called the front desk immediately about the overcharge. The front desk's excuse for the $50.12 overcharge was that it was for the incident fee & the overcharge would be returned if the hotel finds no damages have been made to the room. I was told there wasn't anything she was able to do at this point.
I called customer service as well & explained the issue. The outsourced customer service agent, Homeal said there was nothing he could do but said would transfer my call to their accounting department. He transferred me back to the hotel's front desk.
I called back & explained the issue for a second time. Again the outsourced agent, Rene said she couldn't help me & she transferred me to Susan. Susan informed me that there isn't an accounting dept but she would be the person to handle my concern. After explaining the issue for a 3rd time, Susan said she would call the hotel & see if the fee could be released sooner since it was already charged. I explained that I already spoken with the front desk & I have been told there wasn't anything she could do. Susan was not able to provide information of where I could find any explanation for the incident fee & she also could not provide a resolution.
This is my warning to all. I will no longer stay at any Hilton owned hotels. This experience was horrible, time consuming & frustrating. I do not wish it upon anyone else.