Hilton website payment stuck on spinning wheel on iPad

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Level 1

32 points

Hilton website payment stuck on spinning wheel on iPad

Hi Guys,

I have a strange problem that has just started for no apparent reason.

I regularly book hotel rooms using the Hilton site (not the app)

A couple of days ago, I reserved a room and entered my usual payment details. The only response I got was a spinning wheel. I tried the following day and got the same response. Same thing happened when I tried using my iPad. I cleared the cookies, cache etc on both devices but still no luck. Even tried using different credit cards.

Same thing happens when using a different browser.

I was able to book using the Hilton app over the same internet connection.

My daughter was able to book logging into my account on her MacBook at her house and using my card.

I have reset my router but still the problem exists.

Does anyone have any ideas what the issue might be?

Thanks for any help.

[Re-Titled by Moderator]

Original Title: Processing Payment on a website

iMac 21.5″, macOS 15.5

Posted on Aug 5, 2025 06:27 AM

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Answer 1

Top-ranking reply

26bosman Author

Level 1

32 points

Aug 10, 2025 02:06 AM in response to John Galt

Well, after a few emails using the general Hilton contact and being told the usual, clear cache, cookies etc etc, I took the matter to a higher level.

I received an email saying Hilton were aware of a bug that was affecting some accounts.

Then yesterday I received an email from the Director of Digital Operations, apologising for the issue I was having. He said they had investigated the logs on my account, found the issue and put it right.

Sure enough, all is good again.

Thanks John for all your help. Much appreciated.

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Answer 2

John Galt

Level 10

153,766 points

Aug 5, 2025 01:41 PM in response to 26bosman

I agree it's strange, and you already took several reasonable steps in an effort to work around the problem — more than could be expected of anyone. I'd contact Hilton, or whoever you can find is likely to be responsible for their website payment processing system, and tell them about it. It might very well be a problem they are aware of, or, you can make them aware of it.

If they punt and allege it's a problem on your end it tells you they have no clue what they're doing, and I'd ask to speak with someone who does.

Personally I suspect it's a problem they need to fix. Until they do, I'd use their app. Generally speaking apps preclude any number of problems with websites in general.

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Answer 3

John Galt

Level 10

153,766 points

Aug 5, 2025 01:15 PM in response to 26bosman

Any nonstandard configuration in place, such as a VPN, proxy server... custom Wi-Fi settings, non-Apple "anti-virus" junk, anything like that?

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Answer 4

John Galt

Level 10

153,766 points

Aug 5, 2025 09:37 AM in response to 26bosman

The first thing that comes to mind is the possibility of a fraudulent website designed to resemble a legitimate one. Once you provide payment details, its mission is complete.

https://www.hilton.com/en/

Is that what you're using?

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Answer 5

John Galt

Level 10

153,766 points

Aug 5, 2025 02:39 PM in response to 26bosman

https://www.hilton.com/en/help-center/ offers "chatbot" 🙄 assistance or a call back, for what it's worth. Maybe nothing, but on rare occasions and with persistence you may be able to actually converse with a humanoid who understands you would really, really like to pay them... but can't. Maybe https://www.marriott.com/ for example. Having frequented both properties over the years I give the edge to Marriott these days.

There was also a popup soliciting feedback on their website, but I reflexively dismissed it as I have become accustomed to doing.

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Answer 6

Aug 11, 2025 04:51 PM in response to John Galt

Hey John, since you’re around and active here, maybe you could drop by this other thread StyleWriter 2 working with Mac OS Catalin… - Apple Community I’m working on? Would love to hear your thoughts if you get a chance!

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