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FAQ and Help
Find answers to some of the most common questions in the list below. If you do not see your question or a similar one in the following directory, you can contact us directly at 1-800-774-1500 to speak with our Internet Help Desk.
 
For assistance with your HHonors account you may contact the nearest HHonors Customer Service Center.
 
Frequently Asked Questions
1. What are the three types of accounts that I can sign up for and what does each type offer?
2. Do I have to sign up for an account to find out about hotel rates?
3. What happens to any e-mail newsletters that I currently receive? Will I receive duplicates?
4. What is done to protect the privacy of my online account and reservations?
5. How do I cancel or modify a reservation I made online?
6. I’m a Hilton HHonors® member. Do I still need to create an Account and choose a username and password?
7. Why are only online reservations displayed on the My Travel Planner page? What about reservations I make over the phone or another way?
8. What can I do if I don't see a property I recently stayed at on the list of Last Five Hotels Booked?
9. How do I access my account or get help if I run into problems?
10. How can I earn Hilton HHonors Points & Miles™?
11. What is Double Dipping®?
12 Can I book a Hilton HHonors Reward Stay online?
Answers
 
1. What are the three types of accounts that I can sign up for and what does each type offer?
We offer three account types to support your travel needs. These are E-mail, Reservations, and Hilton HHonors. You will be able to select your own username and password for login regardless of the account type you select.

If you are interested only in receiving e-mail newsletters from any of the Hilton family of hotels, the E-mail Account provides this option. All we ask is that you provide your name and e-mail address to register.

If you would like to research and make online reservations, as well as manage your e-mail subscriptions, the Reservations Account is available for you. This allows you to save relevant information for use in future reservations. In additions, we will track your stay history and open reservations and provide this in a consolidated view for your convenience.

Those interested in earning points and miles for their hotel stays should enroll in Hilton HHonors. Customers who complete the Hilton HHonors enrollment gain all the benefits of the Reservations Account and the E-mail Account in addition to the benefits of Hilton HHonors membership.
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2. Do I have to sign up for an account to find out about hotel rates?
No. You can still research hotels and rates without enrolling. However, if you do not enroll either in a Reservations or Hilton HHonors Account, you will need to key in the required fields to confirm your reservation.
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3.What happens to any e-mail newsletters that I currently receive? Will I receive duplicates?
No, you shouldn’t. We’ll check your e-mail address against the mailing lists for whatever newsletters you sign up for and will make sure you are sent only one copy.
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4. What is done to protect the privacy of my online account and reservations?
Hilton is committed to the highest level of privacy protection for all our guests with special programs and safeguards in place. Your login is always executed through a secure connection. Please refer to our Privacy and Security Policy for details.
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5. How do I cancel or modify a reservation I made online?
You can cancel or modify an existing reservation made on-line using your confirmation number and either the credit card used for confirmation or your last name. Use the reservations lookup feature.
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6. I’m a Hilton HHonors member. Do I still need to create an Account and choose a username and password?
No. As an HHonors member, you can use your account number and PIN on any of the Hilton Family websites. You can easily customize your username and password used for login by accessing your profile on hiltonhhonors.com.
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7. Why are only online reservations displayed on the My Travel Planner page? What about reservations I make over the phone or another way?
In order to make sure all the information you find on our site is as accurate as possible, only online reservations will be shown. Keeping this restriction will maximize the accuracy of the reservations information. If you made your reservation online and don't see it on the list, you can look it up using your confirmation number and the last five digits of the credit card used to confirm the reservation.
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8. What can I do if I don't see a property I recently stayed at on the list of Last Five Hotels Booked?
The purpose of the Last Five Hotels Booked section of the My Travel Planner page is to allow you to quickly re-book at properties you have stayed at. This list should be completely accurate for stays booked on our websites while logged into your account. However, some stays made through other means (phone, at the hotel, through another website, etc) may not be included on the list. If you are a Hilton HHonors member and want to confirm that your stay history is accurate, click on the HHonors Activity tab to see your detailed stay history information.
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9. How do I access my account or get help if I run into problems?
Simply look for the Sign in field on the left-hand side of most major pages. If you need help remembering your password or HHonors PIN, click on the Get Help link to get directed to a password support page.
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10. How can I earn Hilton HHonors Points & Miles?
To earn Hilton HHonors points, a member must be a registered, paying guest at a participating Hilton HHonors hotel. Stay at a participating Hilton®, Conrad®, Doubletree®, or Embassy Suites Hotels® and Hilton Garden Inn® hotel and earn 10 Hilton HHonors Base points per eligible U.S. dollar charged to your hotel room (including telephone and room service charges) for eligible rate stays. Just provide your Hilton HHonors account number when you make reservations and at check in at a participating hotel worldwide.

Earn 10 Base points per dollar spent on room rate only for eligible rate stays at Hampton Inn®, Hampton Inn & Suites®, and Homewood Suites® by Hilton hotels.

Eligible Rate Stays are stays at all rates except wholesale/tour operator packages, contracted airline crew rates, complimentary or barter rooms, stays on NET Group, Series Group or IT Group rates, Contracted Entertainment or Encore rates, or stays using airline percent-off award certificates.

You'll also earn partner bonus points whenever you rent from any Hilton HHonors car rental partner in conjunction with your qualifying stay. Bonus point amounts and earning requirements vary by car partner.
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11. What is Double Dipping®?
Only Hilton HHonors lets you earn both hotel points and airline miles for the same stay. It's what we call Double Dipping and it's available on stays at most every business and leisure rate. See the Earning Points & Miles section on the hiltonhhonors.com website for more information.
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12. Can I book a Hilton HHonors Reward Stay online?
Currently, Hilton HHonors Reward stays cannot be booked online. To redeem Hilton HHonors points for a reward, you may access your account online and click on the "Rewards" tab to redeem points for a Standard hotel or Point Stretcher reward certificate. Or you may contact the Hilton HHonors Customer Service Center nearest you. Call 1-800-HHONORS or your local Hilton Reservations Worldwide Office to book your reward reservation. Be sure to tell the reservations agent you will be using a Hilton HHonors Reward Certificate and give them the Reward Code listed on the appropriate Reward Chart. For more information, please go to the Hilton HHonors Rewards section.
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