Hilton has updated its flexible cancellation policy as of June 5, which it says provides “greater travel flexibility during the Covid-19 pandemic”.
All reservations booked up to August 31, 2020, for any future arrival date, can be changed or cancelled at no charge, up to 24 hours before the scheduled date of arrival.
Also note that any reservation made before March 12 (when the group’s flexible cancellation policy came into effect) can also be changed or cancelled without penalty up to 24 hours before the scheduled date of arrival, “as long as you do so at least 24 hours before your scheduled arrival date, but not later than August 31, 2020”.
Hilton says that where a rate is cancelled which had required an advance payment or deposit, it will “do everything we can to process your refund as quickly as possible”, but adds that due to the influx of cancellations, this could take up to 30 days.
The updated policy detailed at hilton.com/en/corporate/coronavirus/ also says:
“If you are a Hilton Honors member and cancel an Advance Purchase rate, you may be eligible for a free night certificate for each cancelled night. Free night certificates can be used at our more than 6,100 properties worldwide.
“Stays must be completed by August 31, 2021. In lieu of a refund, guests at select hotels may choose to receive a hotel voucher redeemable toward a future stay at that hotel. Changes are subject to availability and rate differences.”
For those who do opt to complete their stay, the group has introduced a new “Hilton CleanStay” programme, which measures including a seal showing that a room has not been accessed since cleaning, extra cleaning of high touch areas, increased frequency of cleaning of public areas, and the provision of disinfecting wipes at hotel entrances and high traffic areas.