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 .
Usually 1 to 30 minutes.Availability: Phone support is available 24 hours a day, 7 days a week.Call (800) 446-6677.
Web form
Hilton doesn't publish a customer service email. Use its Stay Feedback form to share feedback about a stay.
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.
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 the Data Subject Rights Requests Portal and DataProtectionOffice@hilton.com. California residents can also send direct-marketing disclosure requests to CA_Privacy@Hilton.com.
Hilton Honors loyalty program
Hilton Honors is Hilton's free loyalty program. Members earn points on eligible stays across the Hilton portfolio and can redeem them for free nights with no blackout dates. Members also get a discounted member rate, free WiFi and Digital Key check-in. Elite tiers are Silver, Gold, Diamond and Diamond Reserve, based on nights, stays and eligible spend in a calendar year. Points expire if an account has no activity for 24 consecutive months. Full rules are in the Hilton Honors Terms and Conditions.
Yes, you can modify or cancel your reservation through the Hilton website or mobile app, by calling Hilton at (800) 446-6677, or by contacting the hotel directly. Cancellation deadlines and penalties depend on your rate and hotel.
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 and doesn't publish an award chart. As of September 2025, some top-tier properties require up to 250,000 points per night for a standard room. That's up from a cap of 150,000 points before May 2025. Hilton raised the cap twice in about four months without advance notice to members. 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 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 on or 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 use the 24/7 chat in the Hilton Help Center. You can also submit a written complaint through Hilton's Stay Feedback form. If unresolved, you may escalate to the executive contacts listed on this page.
As of January 1, 2026, Hilton changed its elite thresholds. Gold status requires 25 qualifying nights, 15 stays, or $6,000 in eligible spend in a calendar year. Diamond status requires 50 qualifying nights, 25 stays, or $11,500 in eligible spend in a calendar year. Base points no longer count toward tier qualification. Only nights, stays or eligible spend count.
Disclaimer: Contact information is believed reliable but not guaranteed. Executives change contact details frequently. If an email bounces or a number is wrong, report it immediately. Published November 8, 2024. Updated October 24, 2026.
