I will say--I am grateful to Hilton because I had two non-cancellable pre-paid reservations this fall, and then I had multiple hospitalizations with life-threatening illness. After calling them and explaining, and offering written documentation if needed, they very kindly DID refund those rooms. It took forever, and I was kind of shocked, but so relieved. (Seem to be on the mend now, but still not traveling!) They do have a heart, if you can find the right agents.