Katie has been in the points and miles game since 2015 and started her own blog in 2016. She’s been freelance writing since then and her work has been featured in publications like Travel + Leisure an...
Edited by: Keri Stooksbury
With years of experience in corporate marketing and as the Executive Director of the American Chamber of Commerce in Qatar, Keri is now Editor-in-Chief at UP, overseeing daily content operations and r...
5 comments
BRUNO
June 15, 2020
Hilton is not honoring its own policy.
Canopy by Hilton Reykjavik City Centre, this Hilton hotel is not reimbursing deposits during the pandemic, against parent company guidelines.
Hilton Canopy is not following Hilton Group guidelines issued on June 5, 2020, and refuses to reimburse deposits made in advance.
We asked for a refund many times to the Hilton Reykjavik and to Hilton, but they just won’t refund our money. Hilton said that they cannot make Hilton Reikjavic reimburse us, which is astonishing. Is it a Hilton hotel or not?
To not fulfill its own policy, that´s something we do not expect from a big brand like Hilton. Our reservation was made prior to March 12, through Booking.com, and Booking made full payment to Hilton. We still expect Hilton to do the right thing, and refund our money. A voucher is not an option, as informed to the company.
Fred Broome
March 13, 2021
I second what Bruno said! The same thing happened to me at Hampton Inn Titusville and reading their reviews it looks like I am not the only one. They have charged a penalty for every cancellation, regardless of the reason and ours was health-related. I spoke a number of times with Hilton customer service and all they said is that they are sorry, but nothing can be done and the charges will not be reimbursed. As a Hilton Honors gold member and loyal customer for a decade, I am extremely surprised why during a global pandemic they penalize their customers and would not reimburse them for a stay that never happened!
In a time when people are concerned for their health, Hilton properties seem to not care about the health of their customers and staff. That is why the travel industry will keep struggling!
Kerstin
May 25, 2021
Same here with the Hilton Rome Garden Inn Airport. I have never seen a more terrible “customer service” except in one case!
Diane
July 18, 2022
I agree they are awful 3 times they said hold on and then hung up when they couldn’t or wouldn’t handle the refund
Diane
July 18, 2022
I will never stay at a Hilton or a hotel owned by them
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