Hilton Hotels & Resorts review: DoubleTree by Hilton Antalya City Centre - unauthorized spa charges - unfulfilled refund- lack of accountability from Hilton Management ( 1 comment)

## ORIGINAL INCIDENT — AUGUST 2026

**Approximately $680 Charged After a Single Spa Visit — No Proof of Authorization Provided**

I am writing this complaint on behalf of my wife, who stayed at the DoubleTree by Hilton Antalya City Centre for three nights in August 2026. I personally handled the subsequent correspondence with the hotel regarding the disputed credit-card charges, so I have direct knowledge of the hotel's responses and our repeated attempts to resolve this matter.

My wife and her sister used the hotel spa only once. My wife received one Turkish hammam service for approximately €67, and her sister received one massage for approximately €45 after a discount. The expected total was therefore approximately €112.

After returning home, my wife discovered a charge of $679.96, approximately 32,500 Turkish lira, from the hotel spa.

When we initially contacted the hotel, we were told that my wife had been charged for four separate sessions of approximately 8,000 TL each, or roughly $165 per session. I immediately questioned how one person could possibly have received four separate $165 treatments during approximately one hour at the spa.

After I challenged that explanation, the story changed.

In a subsequent email, the hotel gave a completely different explanation, stating that while my wife and her sister were receiving their treatments, they had supposedly booked an additional 11 spa sessions for a "group." There was no group. They traveled together as two people and left the hotel approximately 36 hours later.

I repeatedly asked the hotel to provide any document showing that my wife had authorized these additional services—a signed receipt, treatment authorization, booking confirmation, or anything bearing her signature. They were unable to provide such documentation.

Eventually, the hotel acknowledged that the charges were incorrect and stated that the balance would be refunded.

The hotel then told me that it could not refund the money to the credit card originally charged and insisted that I provide my personal bank-account information. I was very reluctant to do so, but after repeated assurances that a bank transfer would allow the refund to be processed quickly, I reluctantly provided the requested information.

Approximately 10 days after providing the information, no refund had arrived. I sent three additional emails asking for an update and confirmation of the transfer. Those emails went unanswered.

Over approximately one month, I exchanged more than 15 emails with the hotel. I also contacted Hilton directly seeking assistance, but that did not result in a resolution.

The entire experience was extremely concerning: first an unexplained charge many times greater than the services actually received, then one explanation followed by a completely different explanation, then an acknowledgment that the charge was incorrect, followed by a promised refund that had still not been received.

I retained the emails and documentation supporting this entire sequence of events.

I originally shared this experience to warn anyone considering staying at this hotel, particularly anyone planning to use its spa. Based on what happened to us, I strongly recommended avoiding the DoubleTree by Hilton Antalya City Centre. I also advised guests who choose to use its spa to carefully examine all credit-card charges during and immediately after their stay.

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## HOTEL'S PUBLIC RESPONSE TO MY ORIGINAL TRIPADVISOR REVIEW

After I published my original review, the hotel posted a public response on TripAdvisor.

Rather than simply acknowledging the incorrect charges and confirming a refund, the hotel characterized the incident as a misunderstanding and communication issue involving my wife during the payment process. It emphasized that my wife had personally completed the payment.

The hotel also criticized my decision to publish negative reviews on multiple platforms and contact Hilton directly, despite its assurances that the refund would eventually be processed.

Nevertheless, in that same public response, the hotel acknowledged responsibility on its side and explicitly promised that the money would be transferred to the bank-account details I had provided.

The hotel stated:

**"Your money will not remain with our hotel."**

That public promise is particularly important in light of everything that has happened since.

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## UPDATE — OCTOBER 15, 2026: NEARLY EIGHT WEEKS LATER, STILL NO REFUND — SILENCE FROM BOTH THE HOTEL AND HILTON CORPORATE MANAGEMENT

Approximately three weeks have passed since I published my original review, and I have continued to patiently await the promised refund.

**As of October 15, 2026, we still have not received our money.**

The original incident occurred on August 20, 2026, nearly eight weeks ago.

In its public response, the hotel suggested that I was impatient and should allow more time for its internal refund procedures. I find this explanation particularly troubling.

How much patience should a guest reasonably be expected to demonstrate after being charged approximately $680 for spa services totaling only €112, especially when the hotel has already acknowledged that the charges were incorrect?

To be clear, I do not accept the hotel's characterization of this incident as a simple misunderstanding.

We were given multiple contradictory explanations for the charges, including allegations of additional treatments and group reservations that never occurred. Despite repeated requests, the hotel could not produce signed authorization for these additional services.

Eventually, the hotel acknowledged the incorrect charges and promised a refund.

At the hotel's insistence, I provided my personal banking information for an international transfer rather than receiving a refund to the credit card originally charged.

There was subsequently an issue with the bank-account information used for the transfer. After being informed of the discrepancy, I acknowledged it and promptly provided corrected information.

Nevertheless, the refund remains outstanding, and the continuing lack of communication has made the matter even more frustrating.

### More Disappointing Than the Hotel's Conduct: Hilton Corporate Management