Apr 5, 2020, 10:47 am
Last edit by: JDiver
HILTON’S 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 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.
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, 2020—whether it’s Diamond, Gold or Silver—will 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.
Hilton’s Response to Novel Coronavirus (COVID-19) [updated in post #146]
Mar 13, 2020, 6:49 am
#31
Join Date: Feb 2018
Programs: Hilton Honors diamond
Posts: 403
Hotels who refuse to cancel without penalty
I thought it was about time for a thread to name the hotels who refuse to refund guests for non-refundable bookings.
As even the Hilton rep here William confirmed, Hilton will refund or Exchange booking everywhere.
So... number one in the list:
Hilton London Bankside. I contacted Hilton first via the chat, then customer care and William offered advise as well. Just now I received this email from Bankside reservations:
Unfortunately our Corona Virus cancellation waiver is not in place for the guests traveling from, to and through UK.
At this moment in time it is not possible to cancel and receive a refund under the conditions of the Corona Virus waiver. This may change during the weeks to come and our cancellation waiver may be changed by Hilton.
Please note that full cancellation fee will apply for your reservation.
As even the Hilton rep here William confirmed, Hilton will refund or Exchange booking everywhere.
So... number one in the list:
Hilton London Bankside. I contacted Hilton first via the chat, then customer care and William offered advise as well. Just now I received this email from Bankside reservations:
Unfortunately our Corona Virus cancellation waiver is not in place for the guests traveling from, to and through UK.
At this moment in time it is not possible to cancel and receive a refund under the conditions of the Corona Virus waiver. This may change during the weeks to come and our cancellation waiver may be changed by Hilton.
Please note that full cancellation fee will apply for your reservation.
Mar 13, 2020, 7:00 am
#32
Suspended
Join Date: Feb 2006
Posts: 1,992
I thought it was about time for a thread to name the hotels who refuse to refund guests for non-refundable bookings.
As even the Hilton rep here William confirmed, Hilton will refund or Exchange booking everywhere.
So... number one in the list:
Hilton London Bankside. I contacted Hilton first via the chat, then customer care and William offered advise as well. Just now I received this email from Bankside reservations:
Unfortunately our Corona Virus cancellation waiver is not in place for the guests traveling from, to and through UK.
At this moment in time it is not possible to cancel and receive a refund under the conditions of the Corona Virus waiver. This may change during the weeks to come and our cancellation waiver may be changed by Hilton.
Please note that full cancellation fee will apply for your reservation.
As even the Hilton rep here William confirmed, Hilton will refund or Exchange booking everywhere.
So... number one in the list:
Hilton London Bankside. I contacted Hilton first via the chat, then customer care and William offered advise as well. Just now I received this email from Bankside reservations:
Unfortunately our Corona Virus cancellation waiver is not in place for the guests traveling from, to and through UK.
At this moment in time it is not possible to cancel and receive a refund under the conditions of the Corona Virus waiver. This may change during the weeks to come and our cancellation waiver may be changed by Hilton.
Please note that full cancellation fee will apply for your reservation.
Mar 13, 2020, 7:05 am
#33
Join Date: Nov 2014
Location: Springfield, MA
Programs: HH Diamond, IHG Diamond, Marriott Platinum, Hyatt Discoverist
Posts: 434
I have a reservation at the Martinique in NYC for May 22-24. One night is a prepaid reservation, and the other uses my free Aspire night which expires the end of May or in June. In light of COVID, can I cancel these and can I still keep my free Aspire night?
Mar 13, 2020, 7:11 am
#34
Join Date: Nov 2014
Location: Springfield, MA
Programs: HH Diamond, IHG Diamond, Marriott Platinum, Hyatt Discoverist
Posts: 434
I've got reservations at the Conrad Algarve for 5 nights in October and 5 nights in the Waterstone over Labor Day weekend, I am a Hilton Diamond and I really enjoy my Aspire card. I don't travel extensively as I still work FT, but I do travel as much as I can. I'd hate to lose my free night.
Mar 13, 2020, 8:03 am
#35
Join Date: Dec 2007
Location: Las Vegas
Programs: DL Platinum, AA Lifetime Gold, Hilton Diamond, Marriott Platinum, Radisson Premium
Posts: 6,638
I have a reservation too from the UK that they "requested cancellation" for related to COVID 19 waiver and booked a new reservation for different days related to travel issues. They notated in my comments that a form was filled out for cancellation but I'm still seeing it in my account. My friend's reservation is no longer showing in his account. Perhaps there's no specific protocol but it makes me a little nervous. I guess I'll call again in a few hours or do the live chat.
Mar 13, 2020, 8:11 am
#36
Join Date: Aug 2002
Location: St. Louis, MO
Posts: 1,413
Hilton really should clarify the policy on its website. In one place, it says that all reservations are now cancellable/refundable up to 24 hours before arrival. But below there is a section that discusses where the cancellation waivers are being applied, and it's limited to certain countries. As I understand the policy, it applies worldwide, but this hotel is saying otherwise.
Maybe Williams can flag this issue and/or clarify.
Maybe Williams can flag this issue and/or clarify.
Mar 13, 2020, 8:15 am
#37
Company Representative - Honors by Hilton
Join Date: Aug 2009
Programs: Hilton Honors
Posts: 1,516
Mar 13, 2020, 8:17 am
#38
Join Date: Nov 2011
Programs: AA EXP, HH Diamond
Posts: 28
Shortened our trip in NYC. 100% satisfied with Diamond Desk help (and it took 35 minutes for her to cancel the next 3 nights of stays at 3 different properties). The covid 19 policy was easy to find and read. My understanding is that within 24 hours, the cancel/refund option is owned by the property - usually not Hilton Corporate. In addition, 24 hours could be counted as midnight the day before ... not check-in time (i.e. effectively 40 hours for 4PM check-in time, for instance). So I was happy Hilton acted on my behalf to cancel 2 of the nights and secure refunds (one was on points) and was happy that the hotels involved agreed to do so (when they didn't have to). The third night was easier to cancel under the policy. I do not know what the outcome would have been had I been the one to call the local property and cancel myself ... maybe it's a benefit for being Diamond that the desk will work on your behalf.
Using the policy to lock in lower non-cancel rates now when you are not sure if you are going to keep the stay and then rely on the policy to get you out of it ... seems a bit cheesy of a plan when a company is trying it's best to accommodate people during a pandemic crisis.
We shortened our trip as it's unknown whether other weirdness might happen over the next few days. If you want to take advantage of the current situation, there are some very nice properties in 1/2 empty hotels, offering very good rates. Lots of servers and others relying on tips probably feeling large impacts. We even tipped the pretzel vendor in Central Park who was appreciative as his business was way down.
Using the policy to lock in lower non-cancel rates now when you are not sure if you are going to keep the stay and then rely on the policy to get you out of it ... seems a bit cheesy of a plan when a company is trying it's best to accommodate people during a pandemic crisis.
We shortened our trip as it's unknown whether other weirdness might happen over the next few days. If you want to take advantage of the current situation, there are some very nice properties in 1/2 empty hotels, offering very good rates. Lots of servers and others relying on tips probably feeling large impacts. We even tipped the pretzel vendor in Central Park who was appreciative as his business was way down.
Mar 13, 2020, 8:18 am
#39
Join Date: Dec 2007
Location: Las Vegas
Programs: DL Platinum, AA Lifetime Gold, Hilton Diamond, Marriott Platinum, Radisson Premium
Posts: 6,638
William, Thank you. I have a reservation that is "Flagged" for cancellation in the comments section by HRCC. This is for a reservation in the UK. Am I all set? I am a little concerned that I still see the reservation in my account. My travel companion's reservation is not showing in his account but mine is. I was told the refund would process in 7-10 days but I seem to be getting conflicted information. I'm a bit concerned.
Mar 13, 2020, 8:20 am
#40
Company Representative - Honors by Hilton
Join Date: Aug 2009
Programs: Hilton Honors
Posts: 1,516
William, Thank you. I have a reservation that is "Flagged" for cancellation in the comments section by HRCC. This is for a reservation in the UK. Am I all set? I am a little concerned that I still see the reservation in my account. My travel companion's reservation is not showing in his account but mine is. I was told the refund would process in 7-10 days but I seem to be getting conflicted information. I'm a bit concerned.
Best regards,
William R. Sanders
Mar 13, 2020, 8:21 am
#41
Join Date: Dec 2007
Location: Las Vegas
Programs: DL Platinum, AA Lifetime Gold, Hilton Diamond, Marriott Platinum, Radisson Premium
Posts: 6,638
This will be my 6th call to them. Ridiculous. It should not be this hard. I understand they're swamped, but I've gotten multiple different answers.
Mar 13, 2020, 8:29 am
#42
Join Date: Feb 2018
Programs: Hilton Honors diamond
Posts: 403
I had a 5 email discussion with Hilton London Bankside and untill the very end the reservations lady refused to refund me. I called the customer services and they confirmed what William has said, full refund offered even in London. Bankside got it VERY wrong and I do not appreciate that. I immediately cancelled an HH rate booking I had.
Mar 13, 2020, 8:34 am
#43
Join Date: Dec 2007
Location: Las Vegas
Programs: DL Platinum, AA Lifetime Gold, Hilton Diamond, Marriott Platinum, Radisson Premium
Posts: 6,638
Okay, I had a live chat agent take care of it for me. Fully cancelled with confirmation that refund on the way in 7-10 days. Thank you to Mr. Sanders above for the information!
Mar 13, 2020, 8:35 am
#44
Join Date: Dec 2007
Location: Las Vegas
Programs: DL Platinum, AA Lifetime Gold, Hilton Diamond, Marriott Platinum, Radisson Premium
Posts: 6,638
I had a 5 email discussion with Hilton London Bankside and untill the very end the reservations lady refused to refund me. I called the customer services and they confirmed what William has said, full refund offered even in London. Bankside got it VERY wrong and I do not appreciate that. I immediately cancelled an HH rate booking I had.
Mar 13, 2020, 9:30 am
#45
Company Representative - Honors by Hilton
Join Date: Aug 2009
Programs: Hilton Honors
Posts: 1,516
Best regards,
William R. Sanders
Last edited by Hilton Honors Ambassador; Mar 14, 2020 at 8:31 pm