LoyaltyLobby readers have contacted us about refund issues at Hilton affiliated hotel in France that refuses to refunds despite the corporate policy to do so.
Here’s an email from a reader:
It seems France again makes a different approach to worldwide rules. As Hilton announced several times that all reservations can be cancelled and refunded, the Hilton Strasbourg doesn’t apply to this.
The hotel automatically cancelled om 8th April last my reservation for 3rd May 2020. I was still waiting for the refund, and now I get a message that they only can offer a voucher.
I must say, the Hilton’s in Germany are much and much better. Compliments to the Hilton Bonn and Hilton Mainz City. Not only they sent a personal message that they had to cancel my reservations, but the refunds were on my credit card account the same day!!! And also compliments to the Hiltons in Heathrow, Rotterdam, Soestduinen, and some more, on my request they changed my prepaid reservations without extra charge to other dates, although the rates for those days were higher. This is true hospitality business, although the hotels are suffering very hard in this pandemonium.
And here’s another one:
I wanted to share the below email with you coming from Hilton Strasbourg, France. I’m a Diamond member with Hilton and booked 2 nights at this property using a non-refundable rate (pre Covid). A few weeks back the hotel cancelled my stay as they closed their doors due to Covid. Thus far, no problem with me.
I was surprised to receive the below email where they are trying to force a voucher upon me instead of a refund. This is beyond me! Using some local rule to make me accept a voucher instead of a refund I’m entitled to per Hilton’s own global policy. I think Hilton is doing a great job in dealing with Covid, especiaky their flexibility. I’ve been a loyal client for around 10 years but I find it frustrating that some hotels then take these “local initiatives” that undoes a lot of the efforts made by the chain globally.
As you can see I made it clear I want a refund, next step for me is to file a complaint with the Diamond team and as last resort dispute the payment though my Amex.
Here’s the message from the hotel:
We hope that you, your family members and friends are all safe and well in these difficult times.
We note that you were due to stay with us on 02/05/2020, but unfortunately, your booking was cancelled due to COVID-19. The rate you booked was nonrefundable and you paid a deposit at the time of booking.
You may already be aware that the French Government has taken measures to protect tourism (Ordonnance n° 2020-315) in the country and as a result has stipulated that hotels are to offer a voucher for any bookings, which fall in this category. You are being issued this email as a voucher for the value you have already paid of (233.30€) and have up to 18 months from your original arrival date to redeem at this hotel.
Please contact us by email with your preferred date so we can book this for you. We understand that when you originally cancelled your reservation, you may have been informed that a refund would be processed, this voucher will replace the refund.
We are looking forward to welcoming you back to the hotel and to speaking with you at your convenience to arrange the date that works best for you.
Hilton’s Covid-19 refund policy is crystal clear:
Existing Reservations. All individual reservations—even those described as “non-cancellable” (“Advanced Purchase”)—that are scheduled for arrival on or before June 30, 2020 can be changed or cancelled at no charge, up to 24 hours before your scheduled arrival day.
If you cancel a rate which required an advanced payment or deposit, we will do everything we can to process your refund as quickly as possible. Due to the influx of cancellations, it may take up to 30 days to complete your request. If you are a Hilton Honors member and cancel an Advanced Purchase rate, you may be eligible for a free night certificate for each cancelled night. Free night certificates can be used at our over 6,000+ properties worldwide. Stays must be completed by August 31, 2021.
Here’s Hilton’s Covid-19 policy:
Hilton Strasbourg here is violating corporate cancellation and refund policy.
Both readers and all others who have reservations for stays at this Hilton that refuses to refund should contact Guest Assistance (email here) who have tools to fix the issue.
I have not heard issues with any other Hilton affiliated hotel beyond this one in Strasbourg. Overall, they are doing a good job. I hope that an email or contact from corporate gets its in-house operations and refund policy in order.