• Hilton/OTA Cancellation and Early Departure Procedure

  • 1. As of July 1, 2024 guests can cancel prepaid reservations. Guest will need to contact 3rd party website or Advance Purchase to cancel

  • - Only applies to bookings made at least 72 hours in advance of the stay.

    Example: If a hotel offers check-in after 4pm, a reservation made and confirmed at 3pm on August 1st for a stay on August 5th would be able to cancel their reservation with a full refund until 3pm on August 2nd. However, if the guest booked and received a confirmation for the same reservation at 5pm on August 1st, the reservation would not be governed by this law

    - Does not apply to negotiated rates that are not advertised or otherwise made available for booking by the general public

    Example: If a hotel negotiates a special rate with a meeting planner for an event, that rate is not subject to this measure. Additionally, if the hotel negotiates a special rate contract with a corporation permitting corporate employees to stay at the hotel for a special rate, that booking is also not subject to this measure.

    - Does not apply to reservations where the specific hotel is not disclosed to the consumer until after the booking is confirmed.

    Example: Your hotel participates in a program whereby guests book a trip to your local city for a set price. As part of the program, the guest is notified before booking that they may be placed in one of several participating hotels, and will be informed of which hotel after booking. In the event a guest books through this program, their reservation will not be subject to this measure.

     

  • 2. Look at the reservation to determine cancellation policy

  • - Pull up the reservation in PEP

    - Go to the Stay Tab on the reservation

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  • - Next to the rate plan there is an "i", click on it to see the cancellation deadline

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  • A. Advance Purchase Reservation Example:

    - Booked on 10/12/2024 at 2:23PM, Arrival 11/30/2024

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  • B. Best Available Example:

    - Booked on 11/22/2024, Arrival 12/09/2024

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  • C. 3rd Party Reservation Example:

    - Booked on 11/24/2024, Arrival on 12/06/2024

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  • 3. To check when reservation was booked go to Action on the reservation

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  • 4. Audit Log

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  • 5. Look for Create_Reservation to see when reservation was made.

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  • 6. To determine if we can cancel a reservation follow the charts:

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  • Early Departure

    - 24 Hours need to be provided or Supervisor has to approve it if 24hrs notice was not given

    - For prepaid 3rd party reservations and Advance Purchase reservations, early departure will not be approved. Guest can leave the hotel but no refund will be given. Reservation will be checked out on the check-out date.

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  • 7. If a reservation is cancelled after the cancellation policy you will either have to select to refund or waive the cancellation fee.

  • a. Look for the reservation in PEP

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  • b. Click on Cancel Reservation (bottom left corner)

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  • c. Click on Yes

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  • d. Decide if reservation will be Canceled with Refund or Cancel Reservation without Refund based on flow chart.

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