Hilton Hotels & Resorts Hotels in Budapest

Dear Hilton Management, I am writing to formally raise a complaint regarding my recent stay and the unacceptable handling of payment at check-out. When I checked out in the morning, I was informed that the printer was not working and therefore no invoice could be issued. I was told it would be sent by email, but I have not received anything to date. At check-out, I specifically requested to pay the minibar and lobby bar charges with a different credit card. However, the front desk staff insisted on using the card provided for the deposit. I agreed, but only after confirming the charges at the counter before leaving. To my surprise, after 8:00 p.m. the same day, an additional charge of 3,200 HUF was made to my card without any details provided and without my consent. This action is highly unprofessional and unacceptable for a five-star hotel. Taking money from a guest’s account without transparency or approval is not only a violation of trust but also damaging to Hilton’s reputation. The female staff member on duty at 11 a.m. who mishandled this situation should be formally warned, and I request a full explanation as well as a proper invoice for my stay. I expect this matter to be resolved promptly. Please confirm receipt of this complaint and advise me of the corrective actions being taken.