Hilton, IHG tighten booking cancellation policy

By David Flynn, July 31 2017
Hilton, IHG tighten booking cancellation policy

Hilton and IHG are following Marriott-Starwood in tightening the rules over booking cancellations in a growing trend to disallow same-day notice when guests cancel their reservation.

Hilton-owned properties will this week begin enforcing a new cancellation policy which will see travellers required to give at least two days' notice to cancel their booking in order to receive a full refund.

Licensed Hilton properties managed by independent companies can also decide if they adopt the new policy.

IHG hotels – including the Intercontinental and Hotel Indigo brands – is also dropping its same-day notice policy, and will now require 24 hours' notice.

Both hotel groups appear to be taking their lead from Marriott's move last month to a minimum 48-hour cancellation policy to qualify for a full refund, instead of its previous rule of giving 24 hours' notice.

This applies to Marriott and Starwood brands including Ritz-Carlton, W Hotels and Sheraton.

Marriott said that the 24-hour cancellation window meant hotels were “faced with a significant number of unsold rooms due to last minute cancellations. The revised policy allows us to make rooms available to guests that would have otherwise gone unoccupied due to a last-minute cancellation."

However, some Marriott properties have imposed even stricter cancellation periods as long as  72 hours.

The revised cancellation policy took effect on June 15 and applies to reservations made on or after that date. Reservations made prior can still be cancelled within 24 hours without incurring a charge.

Hilton and Hyatt hotels already require 48 hours notice or longer for cancelling a reservation without penalty.


David Flynn is the Editor-in-Chief of Executive Traveller and a bit of a travel tragic with a weakness for good coffee, shopping and lychee martinis.

15 Feb 2013

Total posts 163

Does this apply to corporate bookings as well? Generally ours can all be cancelled anytime until the day before, so this could have a significant impact

Qantas - Qantas Frequent Flyer - Chairmans Lounge

01 Sep 2011

Total posts 414

I don't think it applies to loyalty booked rooms,  or does it?

Virgin Australia - Velocity Rewards

21 Feb 2012

Total posts 29

Slightly off subject, but recently due to the cancellation of my inbound flight, I did not make it to the Hilton at Helsinki Airport. However, because I was a "no show", my Amex card was charged for the full rate. I countered to HHonors that since they charged me, they should give me the HHonors points.

No way, they responded. Points are only given when you actually stay the night. So, it's not your money they want to give you points. They want you to use their water; their power; housekeeping; changing the sheets etc. (or, I suspect, their mini bar, restaurant etc)

Qantas - Qantas Frequent Flyer Platinum

07 Feb 2013

Total posts 550

They are right its pretty SOP actually

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