Apr 5, 2020, 10:47 am
Last edit by: JDiver
HILTONS COMMITMENT TO YOU, OUR GUESTS, AS WE NAVIGATE THROUGH CORONAVIRUS (COVID-19) (25 Mar 2020) link
As it has always been, the safety and security of our guests and team members remains our highest priority. We are doing everything we can to ensure your travel safety and provide maximum flexibility as the situation around novel coronavirus (COVID-19) continues to evolve.
We will continue to update this page as with the latest information regarding booking flexibility, Hilton Honors membership Points and Status, supporting our communities and workforce, and travel safety.
Your Travel Flexibility Updated as of March 25, 2020
We have made additional adjustments to our modification and cancellation policies to provide you with maximum flexibility while travel remains restricted in many parts of the world.
- Existing Reservations. All individual reservationseven those described as non-cancellable (Advanced Purchase)that are scheduled for arrival on or before June 30, 2020 can be changed or cancelled at no charge, up to 24 hours before your scheduled arrival day.
- New Reservations. Any individual reservations you makeeven those described as non-cancellable (Advanced Purchase)that are booked between today and June 30, 2020 for any future arrival date can be changed or cancelled at no charge, up to 24 hours before your scheduled arrival day.
If you cancel a rate which required an advanced payment or deposit, we will do everything we can to process your refund as quickly as possible. Due to the influx of cancellations, it may take up to 30 days to complete your request. If you need to adjust reservations made via the Hilton website, app or call center, you can change your reservation here or contact the Hilton Guest Assistance team. If you need to adjust reservations made through another travel site, please contact them for assistance.
Your Hilton Honors Points and Status Updated as of March 25, 2020
We know that earning and using points is not possible for many of you right now, so we are making a number of adjustments to help you maintain your status and points across the remainder of 2020.
- 2019 Status Extension. All members whose 2019 status was scheduled to be downgraded on March 31, 2020whether its Diamond, Gold or Silverwill automatically receive an extension through March 31, 2021.
- 2020 Status Extension. We are extending your 2020 member status through March 31, 2022. This means you will continue to enjoy all the Diamond, Gold or Silver benefits you have access to today for the next 24 months.
- Points Extension. We will pause the expiration of all Points scheduled to expire between now and December 31, 2020.
- Weekend Night Rewards Earned on Eligible Hilton Credit Cards. We have extended the expiration date of all unexpired Weekend Night Rewards as of March 11, 2020, and all new ones issued until August 30, 2020, through the end of next summer (August 31, 2021).
Hilton Honors Experiences
We are monitoring all active Experiences to ensure the safety of our members and provide maximum flexibility. For more information as it relates to event cancellations and Point refunds, please visit our FAQs page.
OTHER
Donating Hilton Honors Points. We have made it possible for our members to donate Hilton Honors Points to World Central Kitchen, Clean the World, Project Hope or Direct Relief. All Points donations will be converted into cash and sent directly to the organization.
COVID-19 has created unprecedented challenges for our industry, our hotels and our Team Members. While we have done all we can to limit changes for our people, without a traveling public we simply have fewer guests to welcome. As a result, we have suspended operations at many of our hotels and made the difficult decision to furlough some of our hotel Team Members. I am pleased to share that we are partnering with a number of companies looking to quickly expand their workforce, and that our incredibly talented Team Members will experience an expedited application process across many of these temporary opportunities.
We will continue to regularly update our COVID-19 page with our most up to date information. Our team is available to assist you day or night should you have any questions, and we look forward to welcoming you back on your next stay.
Hiltons Response to Novel Coronavirus (COVID-19) [updated in post #146]
May 25, 2020, 6:43 am
#211
Join Date: Mar 2019
Location: Mexico City
Programs: Hyatt Explorist, Hilton Gold, Marriot Gold, IHG Silver, Choice Platinum, Wyndham Gold
Posts: 3,864
Arrived at the DoubleTree Tucson airport yesterday. Loads of people in the pool and patio. No masks of course. The receptionist was wearing a mask. The shuttle driver wasn't. For the most part it looked like a regular holiday weekend. And very noisy. But, I got a room in the back. I noticed in LAX the total lack of masks by the majority of people.
May 28, 2020, 7:06 am
#212
Join Date: Feb 2020
Posts: 498
Maybe I'm being dim (it happens!) but I don't get the rationale of:
"book now, cancel free" alongside
"booked before 25MAR, cancel free - but only for stay up to end-June".
OK, I get revenue retention as a driver for hotels, but it's at the cost of pissing off the army of cautious, if misguided, folk who book cheap rates way in advance.
"book now, cancel free" alongside
"booked before 25MAR, cancel free - but only for stay up to end-June".
OK, I get revenue retention as a driver for hotels, but it's at the cost of pissing off the army of cautious, if misguided, folk who book cheap rates way in advance.
that are booked between today and June 30, 2020 for any future arrival date can be changed or cancelled at no charge, up to 24 hours before your scheduled arrival day.
Book whatever you want. Cancel up until midnight the night before arrival, for any Hilton, for any rate. It's literally that simple.
May 28, 2020, 8:14 am
#213
FlyerTalk Evangelist
Join Date: Aug 2000
Location: London
Programs: Hilton, IHG - BA, GA, LH, QR, SV, TK
Posts: 17,022
Originally Posted by IAN-UK View Post
Maybe I'm being dim (it happens!) but I don't get the rationale of:
"book now, cancel free" alongside
"booked before 25MAR, cancel free - but only for stay up to end-June".
OK, I get revenue retention as a driver for hotels, but it's at the cost of pissing off the army of cautious, if misguided, folk who book cheap rates way in advance.
"book now, cancel free" alongside
"booked before 25MAR, cancel free - but only for stay up to end-June".
OK, I get revenue retention as a driver for hotels, but it's at the cost of pissing off the army of cautious, if misguided, folk who book cheap rates way in advance.
But maybe English isn't your first language.
The puzzlement expressed was over the different treatment between reservations made before 25 March (free cancel of stays with arrivals before July of this year) and those with reservations made after 25 March (cancel whatever the arrival date).
- Existing Reservations. All individual reservations—even those described as “non-cancellable” (“Advanced Purchase”)—that are scheduled for arrival on or before June 30, 2020 can be changed or cancelled at no charge, up to 24 hours before your scheduled arrival day.
- New Reservations. Any individual reservations you make—even those described as “non-cancellable” (“Advanced Purchase”)—that are booked between today and June 30, 2020 for any future arrival date can be changed or cancelled at no charge, up to 24 hours before your scheduled arrival day.
Last edited by IAN-UK; May 28, 2020 at 8:20 am
May 28, 2020, 8:28 am
#214
Join Date: Feb 2020
Posts: 498
Gosh! I wish I had your analytical powers...
But maybe English isn't your first language.
The puzzlement expressed was over the different treatment between reservations made before 25 March (free cancel of stays with arrivals before July of this year) and those with reservations made after 25 March (cancel whatever the arrival date).
But maybe English isn't your first language.
The puzzlement expressed was over the different treatment between reservations made before 25 March (free cancel of stays with arrivals before July of this year) and those with reservations made after 25 March (cancel whatever the arrival date).
- Existing Reservations. All individual reservationseven those described as non-cancellable (Advanced Purchase)that are scheduled for arrival on or before June 30, 2020 can be changed or cancelled at no charge, up to 24 hours before your scheduled arrival day.
- New Reservations. Any individual reservations you makeeven those described as non-cancellable (Advanced Purchase)that are booked between today and June 30, 2020 for any future arrival date can be changed or cancelled at no charge, up to 24 hours before your scheduled arrival day.
I'm still at all loss as to what's confusing.
You can cancel anything 24 hours prior. One statement refers to reservations already booked, the other refers to new reservations.
This March 25th date you're stuck on was just the date the policy was updated. It has no relevance to the actual policy. (the policy began around March 16th).
Maybe the confusion is if you already have an existing reservation before this new policy went into effect for arrival after June 30th you may not be able to cancel? But I read your post as confusion over making new reservations, which there shouldn't be.
Edit: I think it's just a wording thing. You're not confused over the policy, you just disagree that people may not be able to cancel existing reservations dated after June 30th. I'm sorry, I guess the voice that reads words in my head emphasized the wrong part of your statement.
I wouldn't even worry about existing reservations at all. Should the pandemic impact go on much longer, I'm sure that date will be pushed out far enough that all existing reservations become cancelable. I think June 30th was just a "we hope this is over by then" date.
Last edited by iknowthings; May 28, 2020 at 8:45 am
May 28, 2020, 9:02 am
#215
Join Date: Mar 2019
Location: Mexico City
Programs: Hyatt Explorist, Hilton Gold, Marriot Gold, IHG Silver, Choice Platinum, Wyndham Gold
Posts: 3,864
I wouldn't even worry about existing reservations at all. Should the pandemic impact go on much longer, I'm sure that date will be pushed out far enough that all existing reservations become cancelable. I think June 30th was just a "we hope this is over by then" date.
I wouldn't even worry about existing reservations at all. Should the pandemic impact go on much longer, I'm sure that date will be pushed out far enough that all existing reservations become cancelable. I think June 30th was just a "we hope this is over by then" date.
May 28, 2020, 10:24 am
#216
Join Date: Mar 2011
Location: Window Seat
Programs: National Executive, HHonors Gold, IHG Platinum, Hyatt Visitor
Posts: 2,495
I think a very large percentage of the population has wrote off the pandemic, and going back to the good ole days. The hotel I'm at right now, especially since memorial day has greatly increased their occupancy rate. Everything is open except the restaurant and bar, and from my understanding, it will be completely up and running in 2 weeks. Practically nobody is wearing masks, including a large group of airline employees staying here. It's over. Regardless of how many people die. Business will go on, and there won't be any extensions of the cancellation policy in the future. Too bad about the lack of concern from people. But, I'm protecting myself regardless.
May 28, 2020, 11:38 am
#217
FlyerTalk Evangelist
Join Date: Aug 2000
Location: London
Programs: Hilton, IHG - BA, GA, LH, QR, SV, TK
Posts: 17,022
I'm not confused. I'm puzzled.
Puzzled that those who put together the policy thought it at all sensible to have two sub-policies, one addressing reservations made pre-March; the other, reservations made post-March: each sub-policy creating separate outcomes.
Far simpler would have been a unique, one-line policy saying all reservations, whatever the original status, revert to flexible bookings. Half a dozen headline words would cover it.
My original post invited explanation of the thinking behind the complicated version they came up with: I was flummoxed. But maybe there was no thinking at all.
Puzzled that those who put together the policy thought it at all sensible to have two sub-policies, one addressing reservations made pre-March; the other, reservations made post-March: each sub-policy creating separate outcomes.
Far simpler would have been a unique, one-line policy saying all reservations, whatever the original status, revert to flexible bookings. Half a dozen headline words would cover it.
My original post invited explanation of the thinking behind the complicated version they came up with: I was flummoxed. But maybe there was no thinking at all.
May 29, 2020, 12:48 pm
#218
Join Date: Feb 2010
Location: London
Programs: BA GGL (for now) and Lifetime Gold, Marriott fan thanks to Bonvoy Moments
Posts: 5,119
I'm not confused. I'm puzzled.
Puzzled that those who put together the policy thought it at all sensible to have two sub-policies, one addressing reservations made pre-March; the other, reservations made post-March: each sub-policy creating separate outcomes.
Far simpler would have been a unique, one-line policy saying all reservations, whatever the original status, revert to flexible bookings. Half a dozen headline words would cover it.
My original post invited explanation of the thinking behind the complicated version they came up with: I was flummoxed. But maybe there was no thinking at all.
Puzzled that those who put together the policy thought it at all sensible to have two sub-policies, one addressing reservations made pre-March; the other, reservations made post-March: each sub-policy creating separate outcomes.
Far simpler would have been a unique, one-line policy saying all reservations, whatever the original status, revert to flexible bookings. Half a dozen headline words would cover it.
My original post invited explanation of the thinking behind the complicated version they came up with: I was flummoxed. But maybe there was no thinking at all.
I have a similar situation to yours, a week in July booked in a country where I'd need to quarantine for 2 weeks on arrival. Interesting to hear that the hotel is offering a date change. I'm hoping that sort of more tailored offer will emerge in due course. Hotels.com just changed their dates where you could cancel for a voucher from end May to end June. Interestingly they differentiate between domestic and international bookings, so if I'd booked London or Glasgow I'd be out of luck.
May 30, 2020, 2:09 am
#219
Join Date: Oct 2016
Location: Detroit, MI
Programs: Delta - Diamond, IHG - Spire, Choice - Plat, Avis - Presidents Club
Posts: 46
I've stayed in a half-dozen properties in the past few weeks... Hiltons, Hamptons, HGIs, etc.
There is extremely limited food service. At Hamptons, there are "grab and go" bags usually containing a water bottle, a granola bar, and a piece of fruit. The "full service" Hilton was offering a granola bar and a bottled juice/cola. The HGI offered nothing.
My gut feel is that there won't be food service at any hotels for quite some time.
There is extremely limited food service. At Hamptons, there are "grab and go" bags usually containing a water bottle, a granola bar, and a piece of fruit. The "full service" Hilton was offering a granola bar and a bottled juice/cola. The HGI offered nothing.
My gut feel is that there won't be food service at any hotels for quite some time.
That's the only HGI I've stayed at since this started so that may be a 1 location thing, otherwise my experience at Hamptons and the other brands is the same as yours. Grab bag with a water, granola bar, banana.
May 30, 2020, 2:25 am
#220
Join Date: Mar 2009
Location: UK
Programs: BA Gold / Hilton Diamond / IHG Diamond Ambassador / Marriot Bonvoy Gold
Posts: 2,550
I think a very large percentage of the population has wrote off the pandemic, and going back to the good ole days. The hotel I'm at right now, especially since memorial day has greatly increased their occupancy rate. Everything is open except the restaurant and bar, and from my understanding, it will be completely up and running in 2 weeks. Practically nobody is wearing masks, including a large group of airline employees staying here. It's over. Regardless of how many people die. Business will go on, and there won't be any extensions of the cancellation policy in the future. Too bad about the lack of concern from people. But, I'm protecting myself regardless.
in Europe and Asia there is a wide range of reactions too. Many nations are closed to all with plans to reopen slowly and carefully to a limited number of countries. Greece for example will open in June except for travellers from UK, Spain and Italy and France. Others nations plan to require certification for all arrivals and some have quarantine or plan to have quarantine. In the U.K. case the latter is the bizarre plan which cannot possibly work given the way its been cobbled together and will be policed.
everyone wants to return to normal but not everyone wants to do that at any price.
May 30, 2020, 2:46 am
#221
Join Date: Mar 2011
Location: Window Seat
Programs: National Executive, HHonors Gold, IHG Platinum, Hyatt Visitor
Posts: 2,495
This is why you see so many different reports for hotels. Some still cooking food, some not, some grab bags, etc.
You have to understand we are a little confused. I am in NV and we were told nothing will open up again until 14 days of declining cases. Then one day the governor got out and said retail, restaurants, etc. can reopen just like that with one day notice yet cases were still going up. Then a few days later he announced a fiscal emergency for the state. Then last week he announced all the casinos can reopen June 4. Cases keep rising. Lots of confusion and mixed messages. As citizens hear things are reopening I think the general assumption is the pandemic is over. But if cases keep rising it isn't.
May 30, 2020, 2:20 pm
#222
Join Date: Jan 2009
Location: 30 minutes south of EWR
Programs: UA 1k MM;*A Lifetime Gold; Marriott Lifetime Platinum; HiltonHonors Gold. Hyatt Globalist
Posts: 7,816
Maybe I'm being dim (it happens!) but I don't get the rationale of:
"book now, cancel free" alongside
"booked before 25MAR, cancel free - but only for stay up to end-June".
OK, I get revenue retention as a driver for hotels, but it's at the cost of pissing off the army of cautious, if misguided, folk who book cheap rates way in advance.
"book now, cancel free" alongside
"booked before 25MAR, cancel free - but only for stay up to end-June".
OK, I get revenue retention as a driver for hotels, but it's at the cost of pissing off the army of cautious, if misguided, folk who book cheap rates way in advance.
I live in the US. I am supposed to be flying into the UK on July 15th. With the supposed 'isolation/quarantine' measures being implemented on June 8th, it is not feasible for me to use this room! I can't stay there for 14 days! And, the cancellation waivers put in place by Hilton prevent me cancelling because I booked prior to March 25th. Really! it should be one policy, regardless of when we booked. I am hoping they extend the stay duration past the end of June so that I can cancel.
edited to add: the rates for my nights are now also 50/night cheaper than they were when I booked back in January! I suspect it is to encourage people to book!
May 30, 2020, 4:11 pm
#223
FlyerTalk Evangelist
Join Date: Aug 2000
Location: London
Programs: Hilton, IHG - BA, GA, LH, QR, SV, TK
Posts: 17,022
I'm with you! I was supposed to be attending a family wedding in York in July. Prime tourist season in York so hotel costs are ridiculous. Back in January, I booked a 3-night stay at the Hilton York using a non-refundable rate for a family room, as it was significantly cheaper than the non-refundable rate. I normally never book non-refundable rates.
I reckon it's worth contacting the hotel and explaining your situation. They might not want to give the cash, but it they could give you credit for a future stay ......
May 31, 2020, 7:07 pm
#224
FlyerTalk Evangelist
Join Date: May 2002
Location: NC
Programs: AAConciergeKey/1MM, DL DM/2 MM, UA Gold,Hilton Diamond, IHG Plat, Hyatt Globalist, Marriott Titanium
Posts: 11,992
Does anyone know what Embassy Suites properties are doing? Buffets are a huge value proposition for what they are selling. No breakfast or evening happy hour (in even modified form) would be disappointing. A packaged muffin or bagel does not count; I would hope some sort of socially distanced, served buffet (where allowed) should be offered.
Jun 2, 2020, 8:51 am
#225
Join Date: Mar 2019
Location: Mexico City
Programs: Hyatt Explorist, Hilton Gold, Marriot Gold, IHG Silver, Choice Platinum, Wyndham Gold
Posts: 3,864
Today, finally got a grab & go bag with an egg, ham cheese muffin, blueberry muffin and orange. It's a shame that was the highlight of my day here at Edit: DoubleTree. The first few days no food at all, in the last few days all the airline staff took them. But today there was two boxes and an empty box somebody raided. I took the last two to help make up for all the days I received nothing. I would never come back to this place. Sad state of affairs all around.
Last edited by Global Adventurer; Jun 2, 2020 at 11:57 am