I think the Conrad Bali are trying their luck at the moment. This is my experience:
- Made a reservation in August last year for a stay in June this year.
- On 14th May I contacted Hilton reservations when it became obvious my family will not be allowed to enter Indonesia in June, and also after my QR flights were cancelled. I was asked for the reason I was cancelling "because the booking was non-refundable". I said our flights from Europe were cancelled, and besides that we won't be allowed to enter Indonesia anyway. I was surprised I was being asked this considering the global policy Hilton have implemented regarding non-refundable bookings. The call centre employee agreed to refund the booking "but that it might take 30 days". I thought "fair enough".
- Two days ago I received an email from the Conrad Bali saying "we're sorry you are cancelling your stay with us", and "what are the reasons for the cancellation, as a booking penalty may apply?" I replied saying I've already explained why I'm cancelling to the Hilton call centre on 14th May. I then explained again why the booking is being cancelled and when can I expect my refund?
- Two days later I received a reply failing to explain when my refund will be processed. They also said "We do understand for the current situation, for this particular case we would suggest you to keep your current deposit for your upcoming booking, we are honor to amend your reservation until 31st of May 2021 with rate subject to change."
- "We suggest you keep your deposit"?!! I replied again saying "I'm now asking you for a third time to refund my booking".