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Reservations FAQs

  1. My travel plans have changed, can I modify my reservation on-line?
  2. Can I cancel a reservation on-line?
  3. Where do I find the cancellation policy?
  4. What is a Promotion Code?
  5. Can I use Hilton HHonors™ Points to upgrade an existing reservation?
  6. Why does it say my Hilton HHonors™ account is invalid?
  7. What is bed unspec or Bed type not specified?
  8. What is the Corporate rate, no ID required?
  9. What ID do you need to have to get the government rate?
  10. What is the AAA rate?
  11. What is the AARP rate?
  12. Why does your HHonors.com load slowly?
  13. Can HHonors.com be made faster?
  14. Can I book a Hilton HHonors™ Hotel reward stay online?
  15. How can I book a room using Points & Money Rewards, Premium Room Rewards, or Room Upgrade Rewards?
  16. What are Points & Money Rewards, Premium Room Rewards, and Room Upgrade Rewards?
  17. Can I modify an Advanced Purchase/Non-Refundable Rate?

1. My travel plans have changed, can I modify my reservation on-line?
Yes. Most reservations can be changed online. Refer to your confirmation for restriction on this ability. To change a reservation, select the “Reservations” link from the homepage. On the Reservations page, under the heading ‘View, Change or Cancel a Reservation,’ enter your confirmation number, and either the last name on the reservation or the last four digits of the credit card used to make the reservation. Once your reservation has been retrieved, select the information you would like to change and click the Change button.

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2. Can I cancel a reservation on-line?
Yes. To cancel a reservation, select the “Reservations” link from the homepage. On the Reservations page, under the heading ‘View, Change or Cancel a Reservation,’ enter your confirmation number, and either the last name on the reservation or the last four digits of the credit card used to make the reservation. Once your reservation has been retrieved, select the Cancel button. Please note that canceling a reservation may incur a cancellation penalty or the deposit may be non-refundable. Refer to the cancellation policy for details.

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3. Where do I find the cancellation policy?
You can find the cancellation policy several places throughout the reservations process. On the Rooms & Rates page, you can find the policy in the rate “details” link or the room description. You can also find the policy on the Guest Information page, once a room and rate have been selected. Additionally, you can find the cancellation policy on both the Confirmation page and the printable confirmation page.

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4. What is a Promotion Code?
Promotion codes are a special line of characters that accompany promotions run by the hotel. They should be entered in the Preferences section of the Dates & Preferences page.

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5. Can I use Hilton HHonors™ Points to upgrade an existing reservation?
Yes, you can. You can use HHonors points to upgrade your confirmed room reservation to a premium room or suite for stays all year round at our hotels worldwide with Room Upgrade Rewards. If there is a premium room or suite available when booking an upgrade, you can use your points to guarantee your upgrade to the premium room or suite with no blackout dates. The number of points required to redeem Room Upgrade Rewards varies by room, hotel, booking date, and stay date. If you have a confirmed room reservation or if you booked a room using Standard Room Rewards, Points & Money Rewards™, Premium Room Rewards, or Point Stretcher Rewards®, you can use Room Upgrade Rewards to upgrade your room type.

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6. Why does it say my Hilton HHonors™ account is invalid?
There can be several reasons why you receive a message saying your HHonors account number is invalid. First, your account must be activated. If you join the HHonors program on-line you will still need to wait a brief period for the Hilton Honors Service Center to actually activate the account. In most cases if you have joined the program by phone or at a hotel your membership will be effective immediately. However, in some instances it may take up to six to eight weeks to have your account activated. Second, after 12 months with no activity, you will forfeit all accumulated points. Please refer to the HHonors Terms and Conditions for details.

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7. What is bed unspec or Bed type not specified?
These terms indicate that the hotel has rooms available for the dates requested, but is unable to confirm the type of bed that will be in the room. Please note this type of accommodation will only allow you to confirm two persons in the room.

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8. What is the Corporate rate, no ID required?
Our site will display the corporate rate for those business travelers who do not have any type of corporate identification. The corporate rate can offer guests added amenities which are designed to assist the business traveler.

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9. What ID do you need to have to get the government rate?
The Federal Government rate is for those employed by The Federal Government or the US Military. They will be required to show proper identification, Government issued ID or Military Travel Papers upon check-in at the hotel. Please note that the State Government rate for state employees is for the hotels in the state in which they are employed. State Government ID will be required at check-in. The Contractor rate is for any government contractor working on behalf of a Government Agency or the Military. Contractor ID will be required at check-in. Some hotels do not accept the Federal Government/State Government/Contractor rate, so check with the hotel directly.

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10. What is the AAA rate?
The American Automobile Association (AAA) rate is for members of AAA. To get this rate, show your current membership card upon check-in. You must also provide your 16 digit AAA code when making your reservation. Availability of AAA rate varies by hotel.

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11. What is the AARP rate?
The American Association of Retired Persons (AARP) rate is for AARP members. To get this rate, show your current membership card upon check-in. Availability of AARP rate varies by hotel.

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12. Why does your HHonors.com load slowly?
If you hit a button or a click on a link and nothing happens for an unusually long time, your browser is "hanging". This means it is waiting for information from a server or it is busy processing.

At certain times of the day, the network between your computer and ours gets busy so you have to wait a little longer for a response. We have more than enough computing power to process your requests. If your browser hangs, it is probably due to a network bottleneck somewhere along the way. This should never last more than a minute or two. If it does, the best thing to do is to resubmit your request by pressing the same button (or link) again. If your browser hangs frequently, it may help to clear your cache. To clear your cache in Navigator 4.0, choose Edit and Preferences, then click the plus sign next to Advanced. Click Cache; then select Clear Disk Cache. To clear your cache in Navigator 3.0, choose Options and Network Preferences. Under the Cache tab, click "Clear disk cache now." To clear your cache in Internet Explorer, choose View and then Options and click the Advanced tab. Under Temporary Internet Files, click the Settings button and then Empty Folder.

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13. Can HHonors.com be made faster?
HHonors.com may be slow for you for a number of reasons. On our side your requests are processed very quickly, even with hundreds of thousands of users. Still there may be slight delays during peak use periods. HHonors.com's speed as you experience it will depend on: 1) The speed of your modem (baud rate) or network connection. 2) The speed of your computer's processor. 3) Network efficiency between your computer and our server. 4) How much memory you or your system has allocated to your browser. Closing browser windows may increase performance.

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14. Can I book a Hilton HHonors™ Hotel reward stay online?
Yes. You can redeem your HHonors points online or via phone for Standard Room Rewards, Points & Money Rewards, Premium Room Rewards, Room Upgrade Rewards, and Point Stretcher Rewards. Simply follow one of the options below.

Online:

  1. Click the “Reward Stays” link on the top of the page at HHonors.com.
  2. Begin your hotel reward availability search by location, hotel brand, or date.
  3. Sign into your HHonors account.
  4. Complete your reservation.
  5. Upon completing your Reward Reservation, you will receive a reservation confirmation.
By Phone:
  1. Call 1-800-HHONORS or your local Hilton Reservations and Customer Care office and tell the reservations agent that you will be using HHonors points to book your Reward Reservation.
  2. During your call, you should reference the hotel, dates of stay, and desired room type.
  3. Upon completing your Reward Reservation, you can access your HHonors Account Online by first clicking “My Account,” next signing into your account, and finally viewing the information under Reservations Summary.
For HHonors other rewards, please contact the HHonors Customer Service Center nearest you.

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15. How can I book a room using Points & Money Rewards, Premium Room Rewards, or Room Upgrade Rewards?
For Points & Money Rewards and Premium Room Rewards, reservations can be made online in the U.S. through “Reward Stays” at HHonors.com or by calling 1-800-HHONORS (1-800-446-6677). Neither Points & Money Rewards nor Premium Room Rewards can be booked at the front-desk of a hotel. For Room Upgrade Rewards, you can upgrade your room by changing your reservation online, over the phone, or at the front-desk of some participating hotels.

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16. What are Points & Money Rewards, Premium Room Rewards, and Room Upgrade Rewards?
For further details, please see the Customer FAQ.

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17. Can I modify an Advanced Purchase/Non-Refundable Rate?
No. The price quoted applies to exact date(s)/nights/stay booked. For these reservations, modifications to your reservation (including but not limited to name changes, date changes, etc…) are not permitted. Some exceptions may apply. Call our Advance Purchase Department for details at (800) 236-7113.

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