Refund a disputed hotel booking (Hilton/Marriott)

If you've found an incorrect or unauthorised charge from a hotel chain like Hilton or Marriott on your statement, or the booking itself was not as agreed, you have rights. Don't let them keep your money for a service you didn't receive or authorise. This guide helps you get your refund.

Reviewed by Corey Musa, Founder·Last reviewed June 2026·LinkedIn

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Your rights

For bookings made in the UK, the Consumer Rights Act 2015 states that services must be as described, fit for purpose, and carried out with reasonable care and skill. If the booking was incorrect, unauthorised, or the service provided didn't match what was agreed, the hotel may be in breach of contract. Regardless of location, if you paid by credit or debit card, you can often initiate a chargeback claim through your bank. This protects you when a service isn't provided, is faulty, or was fraudulently charged. In the UK, Section 75 of the Consumer Credit Act 1974 offers additional protection for credit card purchases over £100.

Step by step

1Gather all evidence related to the disputed booking, including confirmation emails, bank statements showing the charge, and any communication with the hotel or booking platform.
2Contact the hotel directly, ideally the specific location or their central customer service. Clearly explain why you are disputing the booking or charge, providing your evidence. Request a full refund.
3If the hotel refuses or fails to resolve the issue, escalate your complaint to their corporate customer relations department. State your intent to pursue further action if they do not comply.
4If direct resolution fails, contact your bank or credit card provider to initiate a chargeback claim. Provide them with all your evidence and details of your attempts to resolve the issue with the hotel.

What they'll say, and your comeback

“You agreed to the non-refundable terms and conditions at the time of booking.”

Comeback, While I understand non-refundable terms, this booking was either incorrect, unauthorised, or the service provided was not as described, which overrides standard cancellation policies under consumer protection laws. I am seeking a refund, not a cancellation.

“We can offer you a credit or voucher for a future stay instead of a refund.”

Comeback, I am not looking for a credit or voucher. I am entitled to a full refund for a service that was not provided as agreed or was an unauthorised charge. My preference is a monetary refund to my original payment method.

“You need to contact the third-party booking site you used.”

Comeback, While I may have booked through a third party, the charge is from your hotel, and you are the service provider. I have already attempted to resolve this with you directly, and if unsuccessful, I will pursue a chargeback against your company.

FAQ

What if I booked through a third-party site like Booking.com or Expedia?

Always start by contacting the hotel directly, as they ultimately provide the service and process the charge. If they direct you back to the third party, contact the third-party booking site with your evidence. If both fail, your bank or card provider is your final recourse for a chargeback.

How long do I have to dispute a charge?

Chargeback time limits vary by card provider and reason for dispute, but typically range from 60 to 120 days from the transaction date or the date the service was supposed to be provided. It's always best to act as quickly as possible once you identify the issue.

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A self-serve tool, not a law firm. General information, not legal advice.