HawaiiO

Due to the coronavirus situation in East Asia, would Hilton provide refunds for non refundable bookings ?

I made a couple of nonrefundable bookings for Korea and Japan but now those places have so many virus cases.

Tks

lougord99

"Hilton" will not provide refunds. You can certainly contact the hotels directly and they may be willing to provide a refund.

anonymous_third_party

I just cancelled Okinawa as a non refundable rate via hilton customer services and they refunded it. They are being flexible.

iknowthings

This is not true for Hilton Advance Purchase reservations and most prepaid third-party reservations. The funds are not at the hotel, and most times it is not at the discretion of the hotel to return them to you.

Hilton Advance Purchase is an entire department within Hilton and they have power to refund without consulting the hotel. Similarly, third parties can also choose not to consult the hotel and refuse a refund, regardless of the hotel's willingness to do so.

shillard

I've never asked for a refund, but many times have received a credit to be used against a stay at a later date. From memory I've done this at the following hotels:

- Conrad Hong Kong
- Hilton Singapore
- Hilton Sydney
- Hilton Brisbane

HawaiiO

If u ask for a credit, do u contact the hotel directly or Hilton desk?

Thanks

iknowthings

It depends on where you booked. For Hilton Advanced Purchase, you would contact Hilton Reservations. For third party, you'd contact the third party. There are very, very few prepaid reservations that the hotel directly collects money from you.

victorlicious

seems like hilton only waiving Greater China for now, but no harm asking.

shillard

I've always emailed the hotel directly, explained the circumstances and asked for refund or credit for future stay.

100% success.

Toothferry

Called the Conrad Centennial Singapore and they allowed me to cancel a non-refundable booking penalty-free.

:D!

This is incorrect except for Hiltons in the US, and the question applies to hotels outside the US.

Outside the US, hotels will charge the card number given on booking themselves, which may happen any time between booking and check-out, though usually shortly after booking. Therefore, Hilton is unable to provide a refund except by asking the hotel to do so on your behalf.

simonsmith

Hilton KL have refused to offer a credit or change of dates

shuigao

Interesting. In March I have a 'member sale room only' rate in Tokyo, and two 'honors discount advance purchase' rates in Osaka/Narita. Only the Tokyo one has posted (months ago), whereas the Osaka/Narita ones ... not yet despite the reservation being barely a month from now.

Still on the fence whether to go ahead with the trip or not, I think it depends a lot on whether the cruise ship passengers end up causing wider community transmissions in the next week or so, and whether the three Hiltons will refund my money

runarbg

Yes! I had planned a trip to Australia in February 3 weeks ago. I had booked 11 non-refundable nights in Sydney, Adelaide and Melbourne. I knew that the bush fires were not a problem those places, but the smoke was. Before deciding to cancel I contacted Hilton on Twitter asking if I could have a refund if I decided to cancel because of the situation. The day after I received emails from Hilton Sydney, Hilton Adelaide and Doubletree Melbourne. All said that they would be happy to refund what I had paid.

I was very happy with the service!

hugolover

Any joy with cancelling in Italy?