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 16, 2020, 9:28 am
#106
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: 6,827
After I wrote to the property in Brussels, copying the Diamond e-mail address, they finally canceled the reservation. We'll see if I get a refund.
Mar 16, 2020, 11:22 am
#107
Join Date: Mar 2020
Posts: 3
Mar 17, 2020, 10:36 am
#109
Join Date: Nov 2008
Location: It's hot here
Posts: 4,286
Agree completely. I know a lot of us are cancelling reservations left and right. Personally, I have nothing until May and those probably won't happen either.
Mar 17, 2020, 4:17 pm
#111
Join Date: Jul 2013
Location: Gulf Coast
Programs: Hilton Honors Lifetime Diamond; National Car Rental Executive Elite
Posts: 2,323
Staying at a full service Hilton.... rooftop pool, lounge, spa, gym, lobby bar, lobby restaurant, etc. 100% of all amenities are now closed.
Room service is serving a “limited menu”. Lobby has a sign saying “no outside food or drinks”.
Lounge has been unattended for 3+ days. Only food ever available was single serving, pre-packaged snacks and bottled water/soda. Now closed.
Housekeeping hasn’t visited room in 2 days despite calls each day requesting service.
edit: Front desk says “limited housekeeping staffing going forward. If you want the room serviced, call the front desk”
I understand the precaution, but this seems excessive.
Room service is serving a “limited menu”. Lobby has a sign saying “no outside food or drinks”.
Lounge has been unattended for 3+ days. Only food ever available was single serving, pre-packaged snacks and bottled water/soda. Now closed.
Housekeeping hasn’t visited room in 2 days despite calls each day requesting service.
edit: Front desk says “limited housekeeping staffing going forward. If you want the room serviced, call the front desk”
I understand the precaution, but this seems excessive.
Last edited by aww3583; Mar 17, 2020 at 4:42 pm
Mar 17, 2020, 5:03 pm
#112
Join Date: Dec 2016
Posts: 246
Much of what you describe is happening as necessity, not precaution. Hotels are laying off staff very quickly, and call outs by staff are extraordinarily high. Some staff are unwell, some are looking after unwell family members or kids whose school has been canceled. Some are afraid.
Quite a number of hotels are in active discussion about closing.
Quite a number of hotels are in active discussion about closing.
Mar 17, 2020, 5:20 pm
#114
Join Date: Dec 2016
Posts: 246
No Deviation
There is no deviation from policy. Hilton has told its hotels that they have complete latitude with group bookings and with the events often associated with them.
Mar 17, 2020, 6:24 pm
#115
Join Date: Nov 2003
Location: JFK/LGA
Programs: AA EXP/5 MM, BA Blue Bayou, HH LT Diamond
Posts: 5,828
I was at the Mystic Hilton this weekend. The usual buffet room was closed, and we could order a la carte for the Diamond breakfast. And extended to two rooms. A silver lining in the cloud. Glad to be home now though, and i suspect here is where i will be staying for the foreseeable future.
Mar 18, 2020, 12:53 am
#117
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: 6,827
Mar 19, 2020, 6:13 am
#119
Join Date: Oct 2002
Location: Aberdeen, UK
Posts: 322
The Hilton Covid-19 cancellation request form at the link below seems to be broken - at least for hotels in the UK, where the "State" box is not applicable and remains blank and disabled.
https://help.hilton.com/s/contactsupport
I get a red error banner: "Error. Something went wrong. Please check your form entries and try again." but there are no errors highlighted and nothing missing or obviously wrong.
I used the form to request cancellation of hotels in Belarus and Lithuania a few days ago and those forms seemed to submit OK (no response received yet though).
Can anyone confirm if they are able to submit a cancellation form for a UK hotel?
https://help.hilton.com/s/contactsupport
I get a red error banner: "Error. Something went wrong. Please check your form entries and try again." but there are no errors highlighted and nothing missing or obviously wrong.
I used the form to request cancellation of hotels in Belarus and Lithuania a few days ago and those forms seemed to submit OK (no response received yet though).
Can anyone confirm if they are able to submit a cancellation form for a UK hotel?
Mar 19, 2020, 10:56 am
#120
Ambassador: Emirates Airlines
Join Date: Sep 2004
Location: Manchester, UK
Posts: 18,620
The Hilton Covid-19 cancellation request form at the link below seems to be broken - at least for hotels in the UK, where the "State" box is not applicable and remains blank and disabled.
https://help.hilton.com/s/contactsupport
I get a red error banner: "Error. Something went wrong. Please check your form entries and try again." but there are no errors highlighted and nothing missing or obviously wrong.
I used the form to request cancellation of hotels in Belarus and Lithuania a few days ago and those forms seemed to submit OK (no response received yet though).
Can anyone confirm if they are able to submit a cancellation form for a UK hotel?
https://help.hilton.com/s/contactsupport
I get a red error banner: "Error. Something went wrong. Please check your form entries and try again." but there are no errors highlighted and nothing missing or obviously wrong.
I used the form to request cancellation of hotels in Belarus and Lithuania a few days ago and those forms seemed to submit OK (no response received yet though).
Can anyone confirm if they are able to submit a cancellation form for a UK hotel?