Hilton’s Response to Novel Coronavirus (COVID-19) [updated in post #146]
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#1
Original Poster
Join Date: Sep 2007
Location: Miami Beach, Florida
Programs: AA Plat, Sixt Platinum, Hilton Gold, Hyatt Platinum, Avis First, Caesars TR Diamond, Mlife Gold
Posts: 4,887


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:
- Our hotel teams are receiving ongoing briefings and enhanced operating protocols.
- We have increased the frequency of cleaning our public areas (including lobbies, elevators, door handles, public bathrooms, etc.) and have continued the use of hospital-grade disinfectant.
- We will continue to adjust food and beverage service in accordance with current food safety recommendations.
- We have increased the deployment of antibacterial hand sanitizers.
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:
- Government Restrictions. In regions affected by government-issued travel restrictions, we will continue to waive change fees or offer full refunds. Please click here for the latest information on our travel waivers.
- 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.
- 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.
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.
- We will pause the expiration of all points scheduled to expire between now and May 31, 2020.
- We will make updates to the requirements for earning tier status for 2021. Since the situation is still evolving, it is too early to make and announce specific changes. We are committed to sharing details as soon as possible.

Chris Nassetta
President & CEO, Hilton
#2

Join Date: Oct 2010
Location: Switzerland / Estonia
Programs: BAEC Gold, AY+ Platinum, HH Diamond, Nordic Choice Hotels Silver, IHG Diamond Elite, Avis PP
Posts: 5,731
Do I understand correctly that following point
applies to all bookings anywhere?
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.
#3


Join Date: Sep 2012
Location: Sheen, London
Programs: BA Platinum, Hilton *G, A3 Diamond, IHG Silver
Posts: 5,502
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.
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.
- We will pause the expiration of all points scheduled to expire between now and May 31, 2020.
- We will make updates to the requirements for earning tier status for 2021. Since the situation is still evolving, it is too early to make and announce specific changes. We are committed to sharing details as soon as possible.
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.
#4
Join Date: Jun 2015
Location: DAY
Programs: Rapid Rewards, Skymiles, Hilton HHonors, SPG/Marriott Rewards
Posts: 3,433
Last edited by Cledaybuck; Mar 12, 20 at 7:07 am
#5
Join Date: Jan 2011
Location: BG
Programs: BAEC Silver, TK Elite, Hilton Diamond
Posts: 819
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.
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.
#6
Join Date: Feb 2013
Location: DCA
Posts: 7,283
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.
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.
#8
#9
Join Date: Jun 2015
Location: DAY
Programs: Rapid Rewards, Skymiles, Hilton HHonors, SPG/Marriott Rewards
Posts: 3,433
#10


Join Date: Nov 2012
Location: Rhineland-Palatinate
Programs: OW Sapphire (BA), *A Gold (A3), Le Club Accor Gold, HHonor Diamond
Posts: 4,687
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.
#11
Company Representative - Honors by Hilton
Join Date: Aug 2009
Programs: Hilton Honors
Posts: 1,378
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
#12
Join Date: Jun 2015
Location: DAY
Programs: Rapid Rewards, Skymiles, Hilton HHonors, SPG/Marriott Rewards
Posts: 3,433
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
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
#13
Join Date: Feb 2018
Programs: Hilton Honors diamond
Posts: 330
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
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
#14
Company Representative - Honors by Hilton
Join Date: Aug 2009
Programs: Hilton Honors
Posts: 1,378
Best regards,
William R. Sanders
#15
Join Date: Sep 2009
Posts: 304
@ 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 .
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 .
Last edited by vnfilm1; Mar 12, 20 at 12:23 pm