Hilton has made adjustments to its booking policy as travelers are urged by the U.S. government not to travel abroad. In regions affected by government-issued travel restrictions, Hilton will continue to waive change fees or offer full refunds for the following:
- 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.
- For guests traveling between the US and the following European countries from March 13 – April 12, 2020: Austria, Belgium, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, and Switzerland.
All reservations that are scheduled for arrival before April 30, 2020, can be changed or cancelled at no charge up to 24 hours before arrival. This will also apply to those described as "non-cancellable" (“Advanced Purchase”).
New bookings made between today and April 30, 2020, for any future arrival date, can be changed or cancelled at no charge up to 24 hours before arrival.
The company will also pause the expiration of all Hilton Honors Points scheduled to expire between now and May 31, 2020, and will make updates to the requirements for earning tier status for 2021. Since the situation is still evolving, Hilton said it is too early to make and announce specific changes.
Hilton also detailed operational changes to deal with the threat of the virus, including increased frequency of cleaning public areas (including lobbies, elevators, door handles, and public bathrooms), the continued the use of hospital-grade disinfectant and increased antibacterial hand sanitizers. Food and beverage service will be adjusted in accordance with current food safety recommendations.
Hilton also activated its regional and global response teams to provide assistance to hotels and “are prepared to act swiftly should we be alerted to a case of coronavirus at one of our properties.”