Hilton Honors
Hilton Honors is the guest loyalty program of Hilton Worldwide Holdings Inc., a publicly traded global hospitality company headquartered in McLean, Va. The program allows members to earn and redeem points .
What you need to know about Hilton Honors
Hilton Honors customer service is inconsistent in terms of response times and resolution.
- Hilton Honors customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
- You can resolve a problem with Hilton Honors with our insider guide or through our executive contacts.
- Here are our frequently asked questions about Hilton Honors.
How to resolve a problem with Hilton Honors
Try self-service first
Use our proven resolution methods, or Hilton Honors’s self-service links below.
Contact an executive
Start with the primary contact below, then escalate step by step if needed.
Get free advocacy help
Contact Elliott Advocacy for free mediation of unresolved complaints.
Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.
We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.
How fast does Hilton Honors respond?
Phone support
Usually 1 to 30 minutes.Availability: Phone support is available 24 hours a day, 7 days a week.Call (800) 446-6677.
Email support
Usually 1 to 5 business daysEmail guest.correspondence@hilton.com.
Live chat support
Usually within 1 hourAvailability: Live chat support is available 24 hours a day, 7 days a week.
Social media
Hilton Honors is active on platforms including Facebook, X, and Instagram. Response times can range from a few hours to several days depending on the platform and the nature of the inquiry.
Help center/FAQ
Hilton Honors help center/FAQ provides quick answers to common questions regarding reservations, hotel stays, Honors account management, earning rewards, Digital Key, and check-in/check-out issues.
Verified contacts
Hilton Honors customer service executives
Maintained by Elliott Advocacy and updated regularly. Here’s how we do it →
Primary
Danny Hughes
Executive Vice President and President, Americas
Secondary
Simon Vincent
Executive Vice President and President, Europe, Middle East and Africa
Chief Executive
Christopher J. Nassetta
Chief Executive
Additional contacts
Alan Watts
Executive Vice President and President, Asia Pacific
Hilton Honors self-service links
Visit hilton.com/en/hilton-honors/ and select "Join Now" to enroll for free.
Hilton Honors customer service policies
Hilton's Global Privacy Statement describes the personal information Hilton collects — including reservation details, account data, and device identifiers — how it is used for bookings, personalization, and marketing, and the rights members have over their data. It covers CCTV use on property, data sharing with partner accommodations, and contact methods for privacy requests including CA_Privacy@Hilton.com for California residents.
Hilton Honors loyalty program
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What you need to know about Hilton Honors
Hilton Honors customer service is inconsistent in terms of response times and resolution.
- Hilton Honors customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
- You can resolve a problem with Hilton Honors with our insider guide or through our executive contacts.
- Here are our
Frequently asked questions about Hilton Honors
Call (800) 446-6677 or email guest.correspondence@hilton.com.
Yes, you can modify or cancel your reservation through the Hilton website, or mobile app, or by contacting the hotel directly at (800) 446-6677 or by emailing guestcorrespondence@hilton.com.
Additional services such as extra pillows, special room requests, or transportation can often be arranged by contacting the hotel directly or using the Hilton Honors app.
Diamond Reserve is a new top-tier status introduced January 1, 2026, sitting above Diamond. It requires 80 qualifying nights and $18,000 in eligible spend, or 40 stays and $18,000 in eligible spend, in a calendar year. Benefits include a confirmable room upgrade at booking, guaranteed 4 p.m. late checkout, dedicated customer support, and premium lounge access. Diamond Reserve is not available through co-branded credit cards — it requires meeting the program's direct activity thresholds.
No. Elite rollover nights were eliminated starting January 1, 2026. Qualifying nights earned in excess of your tier threshold in 2025 were carried into 2026, but no nights earned in excess of your threshold in 2026 will roll over to 2027. Members now start each qualification year at zero nights.
Redemption costs vary by property and date, as Hilton uses dynamic pricing. As of September 2025, some top-tier properties — including certain Waldorf Astoria and Conrad hotels — require up to 250,000 points per night, up from 50,000 points 12 years ago. This was the third such increase in 12 months, and members were not directly notified of each change. Check the specific property listing on hilton.com for current redemption rates before booking.
Hilton Honors points expire after 24 months of account inactivity — meaning no earning or redemption activity. To keep your account active, earn or redeem points at least once every 24 months. This can include a hotel stay, a credit card purchase, a points transfer, or any other qualifying activity. BBB complaints show that some members have discovered expiration without receiving advance notice.
Yes. For stays booked on or after January 8, 2026, the base earn rate at Homewood Suites and Spark by Hilton dropped from 10 points per $1 in eligible spend to 5 points per $1. Elite tier bonuses still apply on top of the base rate. Reservations booked before January 8, 2026, continue to earn at the old 10-points-per-$1 rate, even if the stay occurs after that date.
If the property's general manager was unable to resolve your issue, call Hilton Honors customer service at (800) 446-6677 or email guest.correspondence@hilton.com. You can also submit a written complaint through the Hilton Help Center at help.hilton.com or request a callback through the Hilton Honors app. If unresolved, you may escalate to the executive contacts listed on this page.
As of January 1, 2026, the thresholds were lowered. Gold status now requires 20 qualifying nights, 10 stays, or $3,500 in eligible spend per year. Diamond status now requires 50 qualifying nights, 25 stays, or $11,500 in eligible spend per year. Base points no longer count toward tier qualification — only nights, stays, or dollar spend.
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