Coronavirus: Statement from Hilton

ANZEIGE

cVxAA

Erfahrenes Mitglied
29.09.2012
819
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ANZEIGE
Hilton hat ein umfängliches Statement betreffend COVID-19 veröffentlicht. Darin geht es nicht nur um angepasste Stornorichtlinien, sondern auch um temporäre Änderungen bei F&B, den temporären Aussatz des Punkteverfalls und auch der vorläufige Hinweis, dass für die Statusqualifizierung in 2020 andere Hürden gelten werden (allerdings noch ohne Details).

u.a.

We know that earning Hilton Honors Points and Status is an important way we show appreciation. We also know the current travel environment may limit your ability to stay with us.​
  • We will pause the expiration of all points scheduled to expire between now and May 31, 2020.
  • We will make updates to the requirements for earning tier status for 2021. Since the situation is still evolving, it is too early to make and announce specific changes. We are committed to sharing details as soon as possible.

  • Our hotel teams are receiving ongoing briefings and enhanced operating protocols.
  • We have increased the frequency of cleaning our public areas (including lobbies, elevators, door handles, public bathrooms, etc.) and have continued the use of hospital-grade disinfectant.
  • We will continue to adjust food and beverage service in accordance with current food safety recommendations.
  • We have increased the deployment of antibacterial hand sanitizers.

Modification and cancellation waivers in place for specific regions are listed here:​

  • [*=left]For guests traveling to, through or from China with stays from January 23–March 31, 2020.
    [*=left]For guests traveling to, through or from Italy with stays from February 24–April 30, 2020.
    [*=left]For guests traveling to, through or from South Korea with stays from February 24–March 31, 2020.
    [*=left]For guests traveling to, through or from Saudi Arabia with stays from February 27–March 31, 2020.
    [*=left]For guests traveling to, through or from Israel with stays from March 10–March 31, 2020.
    [*=left]For guests traveling between the US and Europe (with the exception of the UK) from March 13 – April 12, 2020.


Fulltext: https://www.hilton.com/en/corporate/coronavirus/
 

KevinHD

Erfahrenes Mitglied
05.07.2012
2.366
1.114
FFM
Hallo,

und wie macht man das? Habe eben mal eine Reservierung angeschaut, welche vor längerer Zeit im sale als non-refundable gebucht wurde. Aber da taucht kein "Cancellation" button in der Reservierung auf. Geht offenbar aktuell dann nur telefonisch? Hat da schon jemand Erfahrung mit?
 

cVxAA

Erfahrenes Mitglied
29.09.2012
819
49
FRA
Storno geht nur über Guest Assistance, also Telefon, Mail oder Chat, bzw. alternativ auch Social Media.
Da ich nicht in der Warteschleife hängen wollte, habe ich es gestern über Twitter versucht, wo mir problemlos zwei Reservierungen mit Verweis auf den Waiver storniert wurden.
 
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pumpuixxl

Erfahrenes Mitglied
28.07.2010
3.424
64
Das betreffende Hotel per Email anschreiben geht auch. Das Conrad Macau hat mir neulich auf diesem Weg eine Prepaid Buchung für Mai kostenlos storniert.
 

Cyrano

Reguläres Mitglied
05.08.2014
48
2
Wien
  • Government Restrictions. In regions affected by government-issued travel restrictions, we will continue to waive change fees or offer full refunds. Please see below for the latest information on region specific travel waivers.
  • Existing Reservations. All reservations – even those described as non-cancellable (“Advanced Purchase”) – that are scheduled for arrival before April 30, 2020 can be changed or cancelled at no charge up to 24 hours before your scheduled arrival.
  • New Reservations. Any reservation you make – even those described as “non-cancellable” (“Advanced Purchase”) – that are booked between today and April 30, 2020 for any future arrival date, can be changed or cancelled at no charge up to 24 hours before your scheduled arrival.

Wie versteht ihr das? Der Absatz zu den Existing Reservations und den New Reservations bezieht sich mMn auf alle (d.h. in allen Ländern ) Buchungen - oder gilt das nur in Zusammenhang mit den genannten Ländern mit travel-restrictions?
 
J

jsm1955

Guest
Gerade kam eine Mail von Hilton, dass man alle Buchungen flexibel ändern und stornieren kann
  • Existing Reservations. All reservations – even those described as "non-cancellable" (“Advanced Purchase”) – that are scheduled for arrival before April 30, 2020, can be changed or cancelled at no charge up to 24 hours before your scheduled arrival.
 

MrAlex

Erfahrenes Mitglied
23.05.2015
1.504
112
Nach Rückfrage: Ja, es geht um alle Buchungen. Allerdings ist das wohl doch nicht ganz so einfach... Ich habe versucht, eine nicht-stornierbare Reservierung zu stornieren. Die Antwort:

As I can see this reservation you have made under non refundable credit card deposit policy, so system wont let me cancel it by adding WLCF note on it.

Jetzt wurde ein Case beim Diamond Desk eröffnet. Mal gucken, was da passiert.
 
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suedbaden

Erfahrenes Mitglied
28.03.2010
1.119
18
München
Da war ich wohl zu langsam, aber ich lassen das Posting mal stehen.




Gerade kam das rein. Die Regelungen zur bis auf Weiteres kostenfreien Stornierung und Umbuchung alles Reservierungen sind erfreulich. Auch die Qualifizierungshürden für die Status-Level werden vermutlich abgesenkt.

---

Dear Suedbaden,

In these uncertain times, I wanted to reach out to you personally about what we are doing here at Hilton to support you and your travel plans. As the situation around novel coronavirus (COVID-19) continues to evolve, we are doing everything we can to ensure your travel safety and provide maximum flexibility.

Your Travel Safety

As it has always been, the safety and security of our guests and team members remains our highest priority. We take great pride in maintaining the highest standards of cleanliness and hygiene. In response to the coronavirus, we have taken additional measures developed in consultation with global and local public health authorities (including the WHO and CDC) to make our cleaning and hygiene protocols even more rigorous:
Our hotel teams are receiving ongoing briefings and enhanced operating protocols.
We have increased the frequency of cleaning our public areas (including lobbies, elevators, door handles, public bathrooms, etc.) and have continued the use of hospital-grade disinfectant.
We will continue to adjust food and beverage service in accordance with current food safety recommendations.
We have increased the deployment of antibacterial hand sanitizers.
We have activated our regional and global response teams to provide around-the-clock assistance to our hotels and are prepared to act swiftly should we be alerted to a case of coronavirus at one of our properties.

Your Travel Flexibility

We remain committed to offering you flexible booking options. Given these unique circumstances we are making additional adjustments to our individual booking policies to give you extra peace of mind:
Government Restrictions. In regions affected by government-issued travel restrictions, we will continue to waive change fees or offer full refunds. Please click here for the latest information on our travel waivers.
Existing Reservations. All reservations – even those described as "non-cancellable" (“Advanced Purchase”) – that are scheduled for arrival before April 30, 2020, can be changed or cancelled at no charge up to 24 hours before your scheduled arrival.
New Reservations. Any reservation you make – even those described as “non-cancellable” (“Advanced Purchase”) – that are booked between today and April 30, 2020, for any future arrival date, can be changed or cancelled at no charge up to 24 hours before your scheduled arrival.
If you need to adjust reservations made via the Hilton website, app or call center, please contact the Hilton Guest Assistance team. If you need to adjust reservations made through another travel site, please contact them for assistance.

Your Points and Status

We know that earning Hilton Honors Points and Status is an important way we show appreciation. We also know the current travel environment may limit your ability to stay with us.
We will pause the expiration of all points scheduled to expire between now and May 31, 2020.
We will make updates to the requirements for earning tier status for 2021. Since the situation is still evolving, it is too early to make and announce specific changes. We are committed to sharing details as soon as possible.
At Hilton, we believe it is in challenging times like these that the power of hospitality is needed most of all. Whether you are traveling now or in the future, our team members are ready to welcome you with the Hilton hospitality you’ve come to expect.

Chris
Chris Nassetta
President & CEO, Hilton
 

einser34

Aktives Mitglied
06.07.2018
128
17
Da war ich wohl zu langsam, aber ich lassen das Posting mal stehen.




Gerade kam das rein. Die Regelungen zur bis auf Weiteres kostenfreien Stornierung und Umbuchung alles Reservierungen sind erfreulich. Auch die Qualifizierungshürden für die Status-Level werden vermutlich abgesenkt.

---

Dear Suedbaden,

In these uncertain times, I wanted to reach out to you personally about what we are doing here at Hilton to support you and your travel plans. As the situation around novel coronavirus (COVID-19) continues to evolve, we are doing everything we can to ensure your travel safety and provide maximum flexibility.

Your Travel Safety

As it has always been, the safety and security of our guests and team members remains our highest priority. We take great pride in maintaining the highest standards of cleanliness and hygiene. In response to the coronavirus, we have taken additional measures developed in consultation with global and local public health authorities (including the WHO and CDC) to make our cleaning and hygiene protocols even more rigorous:
Our hotel teams are receiving ongoing briefings and enhanced operating protocols.
We have increased the frequency of cleaning our public areas (including lobbies, elevators, door handles, public bathrooms, etc.) and have continued the use of hospital-grade disinfectant.
We will continue to adjust food and beverage service in accordance with current food safety recommendations.
We have increased the deployment of antibacterial hand sanitizers.
We have activated our regional and global response teams to provide around-the-clock assistance to our hotels and are prepared to act swiftly should we be alerted to a case of coronavirus at one of our properties.

Your Travel Flexibility

We remain committed to offering you flexible booking options. Given these unique circumstances we are making additional adjustments to our individual booking policies to give you extra peace of mind:
Government Restrictions. In regions affected by government-issued travel restrictions, we will continue to waive change fees or offer full refunds. Please click here for the latest information on our travel waivers.
Existing Reservations. All reservations – even those described as "non-cancellable" (“Advanced Purchase”) – that are scheduled for arrival before April 30, 2020, can be changed or cancelled at no charge up to 24 hours before your scheduled arrival.
New Reservations. Any reservation you make – even those described as “non-cancellable” (“Advanced Purchase”) – that are booked between today and April 30, 2020, for any future arrival date, can be changed or cancelled at no charge up to 24 hours before your scheduled arrival.
If you need to adjust reservations made via the Hilton website, app or call center, please contact the Hilton Guest Assistance team. If you need to adjust reservations made through another travel site, please contact them for assistance.

Your Points and Status

We know that earning Hilton Honors Points and Status is an important way we show appreciation. We also know the current travel environment may limit your ability to stay with us.
We will pause the expiration of all points scheduled to expire between now and May 31, 2020.
We will make updates to the requirements for earning tier status for 2021. Since the situation is still evolving, it is too early to make and announce specific changes. We are committed to sharing details as soon as possible.
At Hilton, we believe it is in challenging times like these that the power of hospitality is needed most of all. Whether you are traveling now or in the future, our team members are ready to welcome you with the Hilton hospitality you’ve come to expect.

Chris
Chris Nassetta
President & CEO, Hilton

Ist das eine offizielle Meldung? Also könnte ich im Umkehrschluss,wenn ich jetzt was such sage für in 2 Wochen,die günstigste Rate,also die nicht storniernbar wäre buchen? Ist das korreckt? BG
 

deecee

Erfahrenes Mitglied
11.12.2018
1.860
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HAM, LBC
Naja, wenn Du gecancelt hast, ist ja alles clean. Wenn man dann doch kurzfristig los muss... :D
 

Peanutbutter

Erfahrenes Mitglied
12.02.2020
1.279
1.122
Ich habe ebenfalls kostenfrei stornieren können für meinen Aufenthalt in Seoul.
War echt extrem einfach und unkompliziert, bin ich so gar nicht gewohnt. Kurz auf Twitter angeschrieben und schon ne Mail gehabt dass das natürlich geht trotz non-refundable rate.

Super Service!
 
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smeagol

Erfahrenes Mitglied
08.03.2009
1.003
312
münchen
Kann ich jetzt auch in Deutschland ein Hotel, das nicht stornierbar ist, buchen und dann stornieren?

Die Antwort ist JA.

Ich habe eben auch die Bestätigung meiner im Hilton Sale "non refundable" Rate im Hilton Malta erhalten. Nachdem gestern Malta dicht gemacht hat für Abflüge ab heute, gestern Hilton Call Center D angerufen und heute morgen eine mail an das Hotel geschrieben. Kurzer Rückruf und Offer 12 Monate Gutschrift oder full refund. Top by Hilton

Kindly let us know if you wish a cancellation with a full refund or if you wish we can hold the funds for the next 12 months until you book with us again.

Kindly let us know your preferred way forward and we would be happy to assist you accordingly.
 
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on_tour

Erfahrenes Mitglied
01.08.2010
8.572
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MUC City, angerufen und um Stornierung gebeten. Gab eine Rūcksprache und dann ok.
Danke!
 
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xfaktor

Erfahrenes Mitglied
18.05.2009
1.079
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Hast du das Hotel direkt angerufen oder die Hilton Hotline?

Habe auch noch einen Aufenthalt in München City als non flex Rate.
 

GoldenEye

Erfahrenes Mitglied
30.06.2012
13.148
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ANZEIGE
Finde ich Klasse. (y)

Auch die Regelung mit dem Status. Ist ja vernünftig, erst einmal abzuwarten, wie sich das entwickelt. Ist ja noch früh im Jahr, und je nachdem, wie es die nächsten Wochen und Monate weitergeht, kann man dann ja sehen.
 
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