I had two rooms booked at Heathrow for the start and end of my tour in May/June. I was able to reach them via online message yesterday and they are refunding both rooms even though they were prepaid to get a better rate. Thank you Hilton. You have definitely made a friend and I will be more loyal to you in the future. I like their Hilton Garden Inns.
Hilton’s policies keep getting better and better, especially as compared with Marriott (who used to be my longtime favorite).
Yes, Hilton are extending my reward status with them for another year with no requirement on my behalf (I'm only a lowly blue) whereas I haven't heard a peep from Marriott who I'm Platinum Elite with (my wife is lifetime Platinum so we'll continue to use her account whilst changing to Hilton when we can and build up my status with them).
I am very impressed. I checked my credit card account today and the refunds are already there! Thank you Hilton Hotels.
The IHG chain (Holiday Inn, Hotel Intercontinental, Hotel Indigo, and many more) cheerfully gave me a refund on a non-refundable booking for one night in a London hotel ( where we have stYed before). The hotel itself declined, only offering a credit to be used within 3 months. After reading an email message from the IHG CEO about their generous cancellation terms, I went over the hotel manager's head and called IHG Member Services. The agent was very responsive to my request and I had the refund within 48 hours.
This is something the large chains can do that small, family-run hotels cannot afford.