A LoyaltyLobby reader sent us a note about Hilton Rome Airport refusing to honor Hilton’s corporate Covid-19 reservation cancellation policy.
Here’s the email from the reader:
Hilton Rome Airport also failing to honour corporate policy
Same issue at the above hotel. Booked Jan 13 for one night July 26. Began canx process on Hilton Covid-19 page on June 16. 5 weeks later, no response. Contacted again and came back to say have passed on to hotel direct.
Hotel came back quickly saying no refund, only a voucher for only that hotel in future. Useless to me in Australia. I emailed back re corporate policy of no penalty, and was told Italian law only allows voucher overriding corporate policy. So either Hilton policy is worthless or a fraud as Hilton could easily refund. Go to Trip Advisor and check out review of Aug 04 from another punter who had the same issue with this hotel.
Bottom line is my hotel choice in future will not be with Hilton or any of its associated hotels, and not book direct wirh any hotel, but instead use portals like booking.com where cancellation refund is in writing.
And I decided to find out Hilton’s take:
Thanks for bringing this guest’s situation to our attention.
We know that plans can change at any moment right now, so we’ve continued to update our cancellation policy to make it as flexible as possible for our guests. As stated on our COVID-19 Customer information page, “If you cancel a rate which required an advance 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.”
In some locations, local regulations permit hotels to offer vouchers in lieu of refunds. Our Guest Assistance team is contacting the guest directly to resolve the issue and make it right.
While there are countries in Europe that have decided to allow hotels to refund in funny money vouchers, it doesn’t mean that hotels are prevented from providing refunds. I am glad that the corporate has decided to work with the reader to make him whole.
We wrote about this property a few years ago when a friend of mine liked the complimentary shuttle that the hotel offered to the city center (read more here).
I had, however, a terrible stay back in 2015, during which everything that could go wrong did. Hilton’s Guest Assistance offered back then a $50 gift card/certificate first, but I ended up with a Be My Guest instead (a free night elsewhere).
This hotel must get so much business from the airlines and one-time customers that they don’t need to pay any attention to Hilton Honors elite members or guest satisfaction.