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 14, 2020, 12:32 pm
#76
Join Date: Feb 2013
Location: Miami, FL
Programs: UA 1MM, AA Plat, Marriott LT Titanium, Hyatt Glob, IHG ♢ Amb, Hilton ♢, Hertz Pres
Posts: 6,015
Email just received from Hilton re free night awards:
I wanted to follow up on the recent message you received from our CEO, Chris Nassetta. In addition to the enhancements Hilton communicated, we are extending the expiration date of the Weekend Night Reward(s) you earned as a Hilton Honors American Express Card Member.
We appreciate that you choose to travel with us and want to make sure you have the flexibility you need to enjoy the rewards you’ve earned.
For all unexpired Weekend Night Rewards as of March 11, 2020, and all new ones issued until August 30, 2020, we are extending the expiration date through the end of next summer (August 31, 2021). There is no need for you to do anything, as your certificate(s) are being automatically updated in our systems.
We hope this adjustment gives you some additional flexibility for your travels.
I wanted to follow up on the recent message you received from our CEO, Chris Nassetta. In addition to the enhancements Hilton communicated, we are extending the expiration date of the Weekend Night Reward(s) you earned as a Hilton Honors American Express Card Member.
We appreciate that you choose to travel with us and want to make sure you have the flexibility you need to enjoy the rewards you’ve earned.
For all unexpired Weekend Night Rewards as of March 11, 2020, and all new ones issued until August 30, 2020, we are extending the expiration date through the end of next summer (August 31, 2021). There is no need for you to do anything, as your certificate(s) are being automatically updated in our systems.
We hope this adjustment gives you some additional flexibility for your travels.
Mar 14, 2020, 12:46 pm
#77
Join Date: Apr 2010
Posts: 309
Be sure not to renew when the annual fee for your Amex Aspire comes due. It is great that they gave away the first year fee free a few months back.
I am currently staying at a Hilton. The management has been fantastic. The increased attention to cleanliness is noticeable. Hilton has really stepped up this time, at least in my experience.
I am currently staying at a Hilton. The management has been fantastic. The increased attention to cleanliness is noticeable. Hilton has really stepped up this time, at least in my experience.
Last edited by GarlicFlyer; Mar 14, 2020 at 1:06 pm
Mar 14, 2020, 3:55 pm
#78
Join Date: Feb 2004
Location: Naples, Florida, USA
Programs: DL Diamond, 2MM; Hilton Diamond; IC Spire Ambassador
Posts: 791
Be sure not to renew when the annual fee for your Amex Aspire comes due. It is great that they gave away the first year fee free a few months back.
I am currently staying at a Hilton. The management has been fantastic. The increased attention to cleanliness is noticeable. Hilton has really stepped up this time, at least in my experience.
I am currently staying at a Hilton. The management has been fantastic. The increased attention to cleanliness is noticeable. Hilton has really stepped up this time, at least in my experience.
Thanks for additional helpful advice!! I appreciate you taking the time!!
Mar 14, 2020, 5:30 pm
#79
Join Date: Jun 2002
Location: BCT. Formerly known as attorney28
Programs: LH HON,BA GGL GfL,Hyatt LT Glob,Mrtt LT P,Hilt LT D,IC Amb,Acc P,GHA Tit,LHW Strlg,Sixt/Av/Hz D/Pres
Posts: 6,823
I had an Advance Purchase reservation at the Hilton Brussels Grand Place, because of an event at the EU Commission.
Unsurprisingly, the event now got canceled. Based on Hilton's policy, I called the number provided there. Took about half an hour to get through to an agent and explain the situation. I was then put on hold for another few minutes. Afterwards, without any additional word from the agent, the hotel itself was on the line. I explained my cancellation wish again to them, and referenced the official Hilton policy. The hotel agent said that "they would have to look into it" and started talking about which country I would be traveling from etc.. When I said, no, the policy applies to all reservations, he again said they would "look into it" and I would hear the next day at the latest. That was several days ago. The reservation still exists.
Disappointing how this is being handled.
Unsurprisingly, the event now got canceled. Based on Hilton's policy, I called the number provided there. Took about half an hour to get through to an agent and explain the situation. I was then put on hold for another few minutes. Afterwards, without any additional word from the agent, the hotel itself was on the line. I explained my cancellation wish again to them, and referenced the official Hilton policy. The hotel agent said that "they would have to look into it" and started talking about which country I would be traveling from etc.. When I said, no, the policy applies to all reservations, he again said they would "look into it" and I would hear the next day at the latest. That was several days ago. The reservation still exists.
Disappointing how this is being handled.
Mar 14, 2020, 5:57 pm
#80
Join Date: Dec 2016
Posts: 246
I had an Advance Purchase reservation at the Hilton Brussels Grand Place, because of an event at the EU Commission.
Unsurprisingly, the event now got canceled. Based on Hilton's policy, I called the number provided there. Took about half an hour to get through to an agent and explain the situation. I was then put on hold for another few minutes. Afterwards, without any additional word from the agent, the hotel itself was on the line. I explained my cancellation wish again to them, and referenced the official Hilton policy. The hotel agent said that "they would have to look into it" and started talking about which country I would be traveling from etc.. When I said, no, the policy applies to all reservations, he again said they would "look into it" and I would hear the next day at the latest. That was several days ago. The reservation still exists.
Disappointing how this is being handled.
Unsurprisingly, the event now got canceled. Based on Hilton's policy, I called the number provided there. Took about half an hour to get through to an agent and explain the situation. I was then put on hold for another few minutes. Afterwards, without any additional word from the agent, the hotel itself was on the line. I explained my cancellation wish again to them, and referenced the official Hilton policy. The hotel agent said that "they would have to look into it" and started talking about which country I would be traveling from etc.. When I said, no, the policy applies to all reservations, he again said they would "look into it" and I would hear the next day at the latest. That was several days ago. The reservation still exists.
Disappointing how this is being handled.
Last edited by retiredfromhilton; Mar 14, 2020 at 5:59 pm Reason: completeness
Mar 14, 2020, 6:41 pm
#81
Suspended
Join Date: Feb 2006
Posts: 1,992
I had an Advance Purchase reservation at the Hilton Brussels Grand Place, because of an event at the EU Commission.
Unsurprisingly, the event now got canceled. Based on Hilton's policy, I called the number provided there. Took about half an hour to get through to an agent and explain the situation. I was then put on hold for another few minutes. Afterwards, without any additional word from the agent, the hotel itself was on the line. I explained my cancellation wish again to them, and referenced the official Hilton policy. The hotel agent said that "they would have to look into it" and started talking about which country I would be traveling from etc.. When I said, no, the policy applies to all reservations, he again said they would "look into it" and I would hear the next day at the latest. That was several days ago. The reservation still exists.
Disappointing how this is being handled.
Unsurprisingly, the event now got canceled. Based on Hilton's policy, I called the number provided there. Took about half an hour to get through to an agent and explain the situation. I was then put on hold for another few minutes. Afterwards, without any additional word from the agent, the hotel itself was on the line. I explained my cancellation wish again to them, and referenced the official Hilton policy. The hotel agent said that "they would have to look into it" and started talking about which country I would be traveling from etc.. When I said, no, the policy applies to all reservations, he again said they would "look into it" and I would hear the next day at the latest. That was several days ago. The reservation still exists.
Disappointing how this is being handled.
It's redicious hotels are behaving in this manner.
Mar 14, 2020, 9:06 pm
#84
Join Date: Nov 2003
Location: CGK/KOA
Programs: AA ExPlat HH Diamond
Posts: 1,682
I am having the same issue with the same hotel! Hilton Brussels Grand Palace.
I completed what I was asked to do at hilton.com to cancel this reservation. I never received a confirmation email though. But it did state this may take awhile. I then courtesy I emailed the hotel to explain to them that I cancelled due to not being able to get to Europe. The reservations manager emailed me back and said basically, no sorry, you can't cancel this one.
I then emailed him back citing the policy with screen shots. Asked to please cancel and refund. Have not heard back. Will give him until Tuesday to respond , then will just deal with corporate. Uhg. Don't make things more difficult people.
I completed what I was asked to do at hilton.com to cancel this reservation. I never received a confirmation email though. But it did state this may take awhile. I then courtesy I emailed the hotel to explain to them that I cancelled due to not being able to get to Europe. The reservations manager emailed me back and said basically, no sorry, you can't cancel this one.
I then emailed him back citing the policy with screen shots. Asked to please cancel and refund. Have not heard back. Will give him until Tuesday to respond , then will just deal with corporate. Uhg. Don't make things more difficult people.
Mar 14, 2020, 9:25 pm
#85
Join Date: May 2005
Posts: 4,862
I had an event cancelled in Washington DC this past week because of the coronavirus scare. I had reservations at a Hampton Inn in Virginia and at the Madison Hotel in DC as part of this trip I called the Diamond line and cancelled the reservations as soon as the event was cancelled.
I've now been charged one night penalty for each reservation, ironically on my Hilton Amex Aspire Card. Neither reservation was advance purchase, but both had passed the time to cancel without penalty. I would not have cancelled but for the event cancellation due to coronavirus.
Apparently, in being loyal using my Hilton card, I don't have automatic trip cancellation insurance which my other credit cards provide.
I'm a Hilton Diamond, and when I called about the charges I was told that Hilton's"policy" is to charge penalties for cancelled reservations before the President's recent speech.
My policy is not to do business with a company that is ripping off customers as part of a worldwide pandemic. Shame on you Hilton. Shame, shame, shame.
Spare the "apologies it's our policy." Change the policy, or be the company that chooses to profit off a health crisis. If the latter, this Diamond won't soon forget your corporate greed.
I've now been charged one night penalty for each reservation, ironically on my Hilton Amex Aspire Card. Neither reservation was advance purchase, but both had passed the time to cancel without penalty. I would not have cancelled but for the event cancellation due to coronavirus.
Apparently, in being loyal using my Hilton card, I don't have automatic trip cancellation insurance which my other credit cards provide.
I'm a Hilton Diamond, and when I called about the charges I was told that Hilton's"policy" is to charge penalties for cancelled reservations before the President's recent speech.
My policy is not to do business with a company that is ripping off customers as part of a worldwide pandemic. Shame on you Hilton. Shame, shame, shame.
Spare the "apologies it's our policy." Change the policy, or be the company that chooses to profit off a health crisis. If the latter, this Diamond won't soon forget your corporate greed.
Mar 14, 2020, 9:31 pm
#86
Join Date: Oct 2009
Location: ATL
Programs: DL DM/MM; Hilton Diamond; National Exec
Posts: 273
Staying at a HGI in FLL and did not get housekeeping in the room yesterday or today. Called down for some clean towels and was told servicing the rooms daily has been suspended due to coronavirus. Had not heard of this before.
Mar 14, 2020, 9:48 pm
#87
Join Date: Feb 2004
Location: Naples, Florida, USA
Programs: DL Diamond, 2MM; Hilton Diamond; IC Spire Ambassador
Posts: 791
Wow, very helpful, thanks for your help and concern!
Mar 14, 2020, 9:56 pm
#88
Join Date: Feb 2004
Location: Naples, Florida, USA
Programs: DL Diamond, 2MM; Hilton Diamond; IC Spire Ambassador
Posts: 791
One small correction, however. In dealing directly with Hilton I never uttered the word "Diamond." So, with respect, I indeed actually followed your helpful suggestion that I not mention my status with Hilton when dealing with Hilton, and they nevertheless treated me with disdain.
I do apologize to everyone who seems offended by the mention of status with Hilton when outlining a problem with Hilton. I won't do it again!
Mar 15, 2020, 7:34 am
#89
Join Date: Apr 2019
Posts: 115
Mar 15, 2020, 8:25 am
#90
Join Date: Aug 2014
Location: Europe
Programs: BAEC Silver; AerClub Silver, Hilton Honors Diamond
Posts: 314
