Hilton Follows Marriott Instituting Customer Unfriendly 48 To 72 Hour Cancellation Policy On “Flexible” Rates

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Hilton is quietly following Marriott by moving from 24 hour cancellations on best flexible rates to 48 to 72 hour ones effective July 31, 2017.

Hilton Cancellation Policy Changes

This change is mandatory for Hilton managed properties (franchised ones can opt out). I would assume that this applies to North American or at most Americas hotels only first.

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Here’s an excerpt what Hotels Mag wrote today (access the piece here):

Hilton highlighted a trend in rising cancellation rates and its intent to update cancellation policy guidelines in an attempt to better serve guests, hotels and owners. Effective July 31, the default house cancel policy will be 48 hours (72 hours in select locations).

This is a mandatory update for all Hilton managed properties, while franchise properties are eligible to opt out. These changes will be made centrally within the central reservations system and with third-party channels.


How long does it take before Marriott and Hilton start selling “optional” cancellation extras that allow guests to cancel their reservations for a fee until 4PM on the day of arrival?

Marriott and Hilton both claim that last minute cancellations are on the rise. Well. Perhaps one of the reasons for this is that hotel rates are nowadays dynamic and sometimes heavily discounted on the last minute. It pays to check the rates close to the arrival and rebook if necessary.

There are often flight delays and cancellations. This means that hotels can sell the rooms basically twice. How can you know 48 to 72 hours in advance if your flight is not going to make it?

How can you call a rate “flexible” if it needs to be canceled 2 to 3 days before? This is getting ridiculous.

Seems that the industry consolidation in the hotel space will lead to the same anti-competitive monopolistic behavior among the hotel chains that the airlines in the United States have demonstrated over the past few years. Not good.

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  • Danny

    Let’s hope Hyatt doesn’t follow.

    • Fred

      Hilton imitating Marriott is a Shame they only imitate the unfriendly customer to make extra buck. Hilton stood alone and won’t join the Rollover Nights rule that allows you to carry forward additional nights to the next year.
      Hilton Lifetime programme we asked Hilton how do you calculate because we think we are cut short to achieve. Amazingly we received 5 contradictory answers from Hilton Lifetime team. We contact Nassette to explain and he ignore to reply.
      Then we see this shocking imitation of Marriott disgraceful, Be Bold and Identical to Hilton

  • Bradley

    How does this impact leaving a hotel early. My schedule is always dynamic and I almost always am booking for more nights than I need just in case. Would I be charged for all the nights now?

    • Well. You need to cancel two days before. Depends of the rate plan you are using.

      • Bradley

        Thanks John, ultimately its not my problem we can just never plan out how long we need to be somewhere so we always over book.

  • Jocke

    Well it might be better than the $50 cancellation fee that was on beta testing on some properties. Absolute bollocks that.

  • Martin

    I made several reservations at Hilton, Doubletree and Hampton proparties in the past days. Cancellation policy is always within 24 have or the day before and sometimes same day until 4 pm. For free of course. May be something that is going to be introduced? Or different for Diamond, which I am.
    Other feedback?

    • This won’t come to effect before July 31, 2017, and won’t affect reservations done earlier.

  • Jocke

    I hope same day cancellation becomes a diamond benefit.

  • Pierre

    I have booked a night at Hilton lax airport for January 2018, the policy says 1 day……

  • cindiSue

    This change will force me into hotels that still allow 24 hour cancellation. I always pay extra (sometimes quite a bit extra) to book 24 hour cancellable & refundable tickets rather than pre-pay price, because I am extremely mold sensitive and often check into hotels and find I cannot stay there. I am willing to be out the cost of 1 day if I can’t stay there, but not 2 or 3.