How Do I Get a Refund from Hilton Hotels?

You've made your reservation to stay at a Hilton Hotel, and the particular location you are staying at requires a room deposit to hold the room, but your travel plans fall through and you need to cancel and get a refund. Or, you've been staying at a Hilton Hotel and notice an erroneous charge on your bill when you check out and want a refund. How do you get a refund from Hilton Hotels? You can find out more about Hilton's policies by calling customer service here, and below is information on refunds.

Refund Policy

First it's important to understand what Hilton's policies are regarding refunds. For example, pre-paid rooms have a strict no-refund policy meaning if you cancel or try to modify your stay, you know in advance that the amount paid will not be refunded. Hilton does work with travelers on a case-by-case basis regarding modifications; however, these are typically granted in cases where there is a weather emergency or other public emergency that would prevent travel (for example, during the pandemic non-refundable reservations could be modified to later dates).

Refunds of deposits are handled by the specific hotel the room was reserved at, meaning that hotel will be the one to reverse the charges and authorize the refund.

Cancellation Policy

Most bookings can be canceled within one to five days of your stay with no penalty, meaning the hotel rate will not be charged to your credit or debit card at all, negating the need to request a refund; however, some stays require a deposit that may be refunded.

Cancelled Stays With a Deposit

When canceling a room that required a deposit, it is important to carefully read the cancellation policy at booking. If the deposit can be refunded, the traveler will need to reach out to the hotel manager directly to request a refund or make sure a refund is going to be issued. The hotel will issue the refund; however, it may take up to 30 days to process.

Erroneous Charges

If you are staying at a Hilton Hotel and you notice an erroneous charge, such as charges for Wi-Fi or for snacks from the in-hotel "store" that are not correct, you will need to notify an employee at the check-in desk of the charges at checkout. The hotel can reverse these charges at that time; however, as with refunds mentioned above, it can take up to 30 days for the funds to appear back in the account or on the card.

Travel plans change and sometimes systems don't work as they should, and Hilton makes allowances for this by allowing refunds in most circumstances. For more information on refunds contact Hilton Hotels customer support here.