Hilton’s Response to Novel Coronavirus (COVID-19) [updated in post #146]
https://outlook.live.com/actions/ei?...3A47%3A29.001Z
Dear George, In these uncertain times, I wanted to reach out to you personally about what we are doing here at Hilton to support you and your travel plans. As the situation around novel coronavirus (COVID-19) continues to evolve, we are doing everything we can to ensure your travel safety and provide maximum flexibility. Your Travel Safety As it has always been, the safety and security of our guests and team members remains our highest priority. We take great pride in maintaining the highest standards of cleanliness and hygiene. In response to the coronavirus, we have taken additional measures developed in consultation with global and local public health authorities (including the WHO and CDC) to make our cleaning and hygiene protocols even more rigorous:
Your Travel Flexibility We remain committed to offering you flexible booking options. Given these unique circumstances we are making additional adjustments to our individual booking policies to give you extra peace of mind:
Your Points and Status We know that earning Hilton Honors Points and Status is an important way we show appreciation. We also know the current travel environment may limit your ability to stay with us.
https://outlook.live.com/actions/ei?...3A47%3A29.001Z Chris Nassetta President & CEO, Hilton |
Do I understand correctly that following point
Existing Reservations. All reservations – even those described as "non-cancellable" (“Advanced Purchase”) – that are scheduled for arrival before April 30, 2020, can be changed or cancelled at no charge up to 24 hours before your scheduled arrival. |
Originally Posted by gkbiiii
(Post 32172643)
Your Points and Status
We know that earning Hilton Honors Points and Status is an important way we show appreciation. We also know the current travel environment may limit your ability to stay with us.
This sounds promising. I pretty much do 30 stays per year, of which 10 were planned for end March/early April. As I am no longer going to book these for the moment, I am mildly worried (1st world problem yes) that I might not be able to maintain Diamond if the situation doesn't clear up within 2-3 months. I guess I would drop to Gold from the Hilton UK Barclaycard even if I had no stays at all, but I like being Diamond. |
Originally Posted by florens
(Post 32172862)
Do I understand correctly that following point
applies to all bookings anywhere? |
I notice in the same email there is a policy for future bookings too.
New Reservations. Any reservation you make – even those described as “non-cancellable” (“Advanced Purchase”) – that are booked between today and April 30, 2020 for any future arrival date, can be changed or cancelled at no charge up to 24 hours before your scheduled arrival If I have understood this right, I can go ahead and make bookings for the next 12 months using the non cancellable rate, and will be able to cancel for any reason. |
Originally Posted by englisha
(Post 32173811)
New Reservations. Any reservation you make – even those described as “non-cancellable” (“Advanced Purchase”) – that are booked between today and April 30, 2020 for any future arrival date, can be changed or cancelled at no charge up to 24 hours before your scheduled arrival
If I have understood this right, I can go ahead and make bookings for the next 12 months using the non cancellable rate, and will be able to cancel for any reason. |
I am impressed by Hilton's quick response to this worldwide crisis.:tu:
No news from Marriott or Hyatt. :( |
Originally Posted by florens
(Post 32172862)
Do I understand correctly that following point
applies to all bookings anywhere? |
Originally Posted by fransknorge
(Post 32174211)
Seems to be. Based on this I successfully cancelled a non refundable booking at Hilton MUC Airport today.
|
Well this was by email to the hotel. I send an initial mail to cancel before HILTON send their communications and then send a second one with a quote from Hilton mail.
|
Originally Posted by Cledaybuck
(Post 32173692)
That's how I read it, although it would be nice to have some confirmation from @Hiltonhonorsambassador. I wonder if this will be able to be accomplished online for advanced purchase or cancellations past the normal cancellation deadline but more than 24 hours.
The call to action says to contact customer service: "If you need to adjust reservations made via the Hilton website, app or call center, please contact the Hilton Guest Assistance team." Given the generosity of the policy, I would expect that wait/response times might be longer than normal. Best regards, William R. Sanders |
Originally Posted by Hilton Honors Ambassador
(Post 32174695)
I am told that the policy for existing bookings applies to all bookings regardless of region up to 24 hours before your scheduled arrival.
The call to action says to contact customer service: "If you need to adjust reservations made via the Hilton website, app or call center, please contact the Hilton Guest Assistance team." Given the generosity of the policy, I would expect that wait/response times might be longer than normal. Best regards, William R. Sanders |
Originally Posted by Hilton Honors Ambassador
(Post 32174695)
I am told that the policy for existing bookings applies to all bookings regardless of region up to 24 hours before your scheduled arrival.
The call to action says to contact customer service: "If you need to adjust reservations made via the Hilton website, app or call center, please contact the Hilton Guest Assistance team." Given the generosity of the policy, I would expect that wait/response times might be longer than normal. Best regards, William R. Sanders |
Originally Posted by Winniesbestfriend
(Post 32174863)
well this is a lie, I asked the Hilton chat to cancel a non-refundable rate in London and they refused. They offered to change the date if I paid 50$ extra for costs!
Best regards, William R. Sanders |
@ Hilton Representative
1) Is there any possible to extend the expiring of reward weekend certificate . I use it to book two night stay for my coming trip in May. If Corona Virus is still as worsen by the end of April, I may have to cancel my trip ( by 30 days cancelation policy rule ) to get full refund of point. 2) The Hilton current policy is only applied to reservation until April 30 , and my trip begins on May 28th, I do not know from now to end of April , will there be an update from Hilton later. If not, I may have no chances to get my point back before the deadline ( 30 days rule for full refund) . Any thought of what best option I have . Will I have an option to cancel the hotel booking by 24 hrs before check in? I want to hold on to my hotel booking until l last minutes if possible . |
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