Hi all,

I have a stay at Hilton Parc 55 in San Francisco in mid-June. A few days ago I noticed they added a notice to the hotel webpage that the hotel would be closed until June 27, which had not been there previously. Interestingly, I can still make a reservation for my dates (and earlier).

I called Hilton to ask about this and they said the hotel would indeed be closed. I asked if my reservation could be moved to the Hilton Union Square which is adjacent to Parc 55. I believe they're sister hotels and managed by the same company. I paid for this reservation with points. They said that since this was made with points, the only way I could be moved would be to cancel my current reservation and rebook at the other location. Unfortunately, this would be 28k more points than my current reservation. I asked the agent if anything else could be done considering it's not our fault the hotel was closed since we didn't know at time of booking. She said she would speak to her higher up to see a points adjustment could be done.

After over an hour on hold, a completely different agent picked up who had no knowledge of my reservation--it was just like I hung up and called back. She said the same thing about having to cancel and rebook.

What should I do here? Would contacting the property be helpful at all? Both hotels are currently closed but it seems the Hilton Union Square seems to be gearing up to reopen relatively soon.

I find it hard to believe that we will be forced to pay more points after our hotel decided not to reopen. Can I expect my reservation to be manually moved eventually or will I just be stuck paying the points? I know Hilton is a very different situation from Disney, but when the Disney hotel we were booked at was announced to not reopen at the moment due to the pandemic, we were moved to a more expensive hotel at no additional cost. Considering these two SF Hilton properties seem very comparable in every way I don't see why I should be expected to pay more.