How to get points because of coronavirus cancellation?

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Mar 11, 2020
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Have a room at Cambridge Massachusetts doubletree March 12-13,2020. Used points for the one night. This morning March 11, 2020 Cambridge became a hot spot and our events were canceled! American Airlines had no problem with giving us credit and no fee to use those dollars! Want Hilton to put back my points in my account but neither hotel or customer service will agree. US not yet on their list of problem areas. Not acceptable! HELP.
 

weihlac

Verified Member
Jun 30, 2017
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Maui Hawaii
The Hilton cancelation policy allows for cancelation up until 48 hours prior to your stay. You are within that time period and therefore they did not refund your points.

You can appeal this to Hilton; they are not offering waivers to areas outside:
  • For guests traveling to, through or from China with stays from January 23–March 31, 2020.
  • For guests traveling to, through or from Italy with stays from February 24–April 30, 2020.
  • For guests traveling to, through or from South Korea with stays from February 24–March 31, 2020.
  • For guests traveling to, through or from Saudi Arabia with stays from February 27–March 31, 2020.
  • For guests traveling to, through or from Israel with stays from March 10–March 31, 2020.
You can also look at today's article on Elliott.org:

 
Mar 11, 2020
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I understand that but it wasn’t until this morning that the area around the hotel
Had a cluster of 50+ coronavirus cases! Our events were canceled and we were told that because of our age not to be in that area! Thank you. Think Hilton needs to update their policy re specific locations more quickly.
 

Michelle Couch-Friedman

Administrator
Staff Member
Director
Sep 19, 2015
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I just updated the article with new information about Hilton Hotels and Resorts. If you're a Hilton Honors member, check your email. It appears that, as of today, Hilton Hotels is allowing penalty-free cancellations on all reservations through April 30.

 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
22,882
22,843
113
New York
www.promalvacations.com
This is why people need to be patient and let the dust settle. The situation is changing by the minute. Even some changes have been made since Michelle posted. Delta has changed their policy for bookings to the EU:


Transatlantic Information

  • Affected Countries(To/From/Through): All flights to/from Belgium, Czech Republic, Denmark, France, Germany, Greece, Ireland, Italy, Netherlands, Portugal, Spain, Switzerland, United Kingdom.
  • Impacted Travel Date(s):February 25 – May 31, 2020
  • New Ticket Must Be Re-issued On/Before: December 31, 2020
  • Rebooked Travel Must Begin No Later Than: December 31, 2020
 
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jsn55

Verified Member
Dec 26, 2014
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San Francisco
I'm observing that what gets in consumers' way is "outrage". You booked on points, Hilton's policy is very clear, but you don't like that policy. You find the policy unacceptable. If you follow that train of thought, it appears that you had every opportunity to not book if you don't accept the policy. When things go south is not the time to find the policy unacceptable.

You feel that you have a situation that is an exception to their policy. And you do. But low-level phone/chat agents aren't in a position to interpret the policy, they are only able to follow their procedures manuals. Therefore, we always advise to contact a company with a polite request in writing for an exception to their policy. It usually works well. By all means, our OPs can vent their frustrations here, but it's important to remind everyone of our motto: polite, patient, persistent.
 
May 1, 2018
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I'm observing that what gets in consumers' way is "outrage". You booked on points, Hilton's policy is very clear, but you don't like that policy. You find the policy unacceptable. If you follow that train of thought, it appears that you had every opportunity to not book if you don't accept the policy. When things go south is not the time to find the policy unacceptable.

You feel that you have a situation that is an exception to their policy. And you do. But low-level phone/chat agents aren't in a position to interpret the policy, they are only able to follow their procedures manuals. Therefore, we always advise to contact a company with a polite request in writing for an exception to their policy. It usually works well. By all means, our OPs can vent their frustrations here, but it's important to remind everyone of our motto: polite, patient, persistent.
Absolutely. Companies are staffed and run by humans and not robots (yet). As consumers, we need to keep this in mind and cut them a little slack during times like these. The OP admits Cambridge, MA was announced as a virus hot zone on Wednesday morning and OP posted here on Wednesday afternoon complaining that their attempts for a refund failed. The people working at these companies can only update policies and roll out changes to their front line phone support so quickly. A little patience goes a long way.
 
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Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
22,882
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New York
www.promalvacations.com
The hotel didn’t even have a chance to figure out a policy because the announcement of a state of emergency was declared March 11 and it was said it was due to a company meeting in February in Boston.

I would urge to OP to reach out again to Hilton now that this is more widespread and see if they changed their policy- many that said no have changed their stance