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I need to cancel a reservation at the end of August which I booked using points but I am unable to do so. The final date for cancellation is quoted as Aug. 6th in my confirmation email but the app tells me that I am not permitted to cancel.
Has anyone experienced this before? Thank you.
Have you tried cancelling on the website? Sometimes you can do things on desktop that don’t work in the app.
Thank you. I have, yes – there is no option to do so.
What do the cancellations terms say? Although almost all points booking can be cancelled right until the day before of the stay, sometimes they have restrictions (because of events, e.g.). But it should say on the cancellation terms (search for “cancel” on your reservation on a computer, there should be a section called “Cancellation policy” or something like that).
Rate Rules and Cancellation Policy
There is a credit card required for this reservation.
If you wish to cancel, please do by 11:59 p.m. on Aug-06-2025, to avoid cancellation penalty equal to the first night’s room and tax.Are the cancellation terms the same in the app/website and on the confirmation email?
The website says this:
You used your Points for this reservation.
If you cancel the reservation, your Points will go back to your balance.-380,000
What does the confirmation email say? If they are both the same then contact Hilton to cancel.
I have had this twice before at Gulf Waldorfs. I had to call Hilton who in turn called the hotel to cancel at their end.
I contacted the hotel directly who said I should do just that. thank you.
I spoke to Hilton who cancelled the reservation who said that they are doing updates at the moment which are creating glitches.
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