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Cancellation Flexibility

NOLA47

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Does anyone know if there is any flexibility in cancelling/rescheduling early June vacations due to the continuing uncertainty of the virus? My large family has plans for Destin but they are scattered in different states with varying school situations that we still don’t know about. I’m getting nervous.
 

Timeshare Von

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Does anyone know if there is any flexibility in cancelling/rescheduling early June vacations due to the continuing uncertainty of the virus? My large family has plans for Destin but they are scattered in different states with varying school situations that we still don’t know about. I’m getting nervous.
My hotel in Colorado for 6/28 (4 days) was totally unresponsive and obnoxious about my inqiry to cancel w/ a full refund. Unless they are mandated to close, they wont release my non-refundable deposit of 1 night's stay.
 

NOLA47

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My hotel in Colorado for 6/28 (4 days) was totally unresponsive and obnoxious about my inqiry to cancel w/ a full refund. Unless they are mandated to close, they wont release my non-refundable deposit of 1 night's stay.
Thanks. I'm afraid that might be the case with our reservation and many others.
 

Luanne

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I sent a request to Hilton to cancel and refund a nonrefundable hotel room I'd purchased as a wedding gift. The date was just beyond the date they are offering full refunds. The couple won't be going as it was for the day they got off a cruise ship. I haven't heard anything back from Hilton but I did see on their website that they cancelled the room. Not sure about the refund.
 

NOLA47

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If they cancelled the room, hopefully your refund will follow. I think a hotel reservation might be easier to cancel and be refunded. My reservation is a vacation rental for a week. There’s still a couple of months before the trip and right now the resorts are operating.
 

Luanne

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If they cancelled the room, hopefully your refund will follow. I think a hotel reservation might be easier to cancel and be refunded. My reservation is a vacation rental for a week. There’s still a couple of months before the trip and right now the resorts are operating.
My issue is that Hilton had offered refunds even for nonrefundable pre-paid rooms for stays through the end of April. I booked the room for May 5/6, so just beyond those dates. I sent the request to cancel with a plea for a refund. I thought I'd get some kind of response so I could make a decision. I'm hoping that if they went ahead and cancelled it means they are also going to refund.
 

Timeshare Von

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I'm hanging tight, expecting this will linger into the summer months and once it does, they will have no choice but to provide full refunds!
 

NOLA47

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My hotel in Colorado for 6/28 (4 days) was totally unresponsive and obnoxious about my inqiry to cancel w/ a full refund. Unless they are mandated to close, they wont release my non-refundable deposit of 1 night's stay.
Even though my original question centered around a cancellation for a vacation rental, I thought this might be helpful to you. Received it today as a HIlton Rewards member: Please see the section on existing reservations and note the June 30 cancellation date.

Hilton Honors Members,

On behalf of the entire Hilton team, we hope this message finds you in good health. As the world adapts to these unusual circumstances, I wanted to share what we are doing to extend your Hilton Honors benefits and to support our communities during this turbulent time.

Your Hilton Honors Status and Points

We consider it our privilege to have you as a Hilton Honors member and we want to show our appreciation by extending your benefits:

  • 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).
Your Travel Flexibility

We remain committed to offering you flexible booking options. Given these unique circumstances, we are making further adjustments to our individual booking policies:

  • Existing Reservations. All 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 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 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.

Supporting our Communities

We are proud to support the many communities impacted by the novel coronavirus (COVID-19) around the world.

  • Health Care and First Responders. We are partnering with federal, state and local governments to provide housing for first responders and health care workers.
  • Financial Assistance. Our Hilton Effect Foundation has pledged financial assistance to organizations helping those impacted by COVID-19.
  • 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.

Sincerely,

Chris

Chris Nassetta
President & CEO, Hilton
 

Timeshare Von

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Thanks . . . and if it was a Hilton (and not a mom & pop) property, this would might be helpful in my situation. I appreciate the thought!
 

Luanne

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I just recently cancelled a non-refundable Hilton hotel reservation. Prior to Hilton changing the date to June 30 I sent an inquiry to Hilton asking about the cancellation. At that time the date was April 30 and the date of the stay I'd booked was May 5. Hilton ended up cancelling the stay, with no notification to me. I was able to reach out to them on FB and finally got it resolved. As I told them, if they'd told me at the time I would not get a refund I would have waited. And seeing that they've moved the date out to June 30 I would have been correct to think the date would get pushed out. What Hilton originally offered me was a one night stay in a Standard Hilton room. I said that was not acceptable. I hadn't purchased a Standard room, I had purchased one with an Ocean view. Also, it had been booked as a wedding gift to be used at the end of a cruise. I have no idea if the couple is even going to travel at this point. After some back and forth Hilton said they couldn't issue a credit back to my credit card, but would a check be acceptable. Heck yes! I'll turn around and send that amount of money to the couple as their wedding gift.
 
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