Customer Service

Your Account

• How do I choose a Username and Password?

  [You can easily customize your username and password by signing into your HHonors account online and clicking on the Personal Information tab]

• How do I change my PIN?

  [You can change your PIN online after signing into your HHonors account and clicking on the My Profile tab]

• What if I lose my membership card, or can’t remember my username and password?

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  If you lose your card, simply request a replacement card. A duplicate membership card will be mailed to you and you should receive it within 4-6 weeks.

  For forgotten usernames, passwords, member numbers and PINs, please write or call HHonors Reservations and Customer Care The information can be looked up by your agent and sent to the email address associated with your account.

  ]

• How long does it take to receive a new HHonors membership card?

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  Expect your new membership card and materials within 4-6 weeks after enrolment.

  
  

  If you enrolled using a hotel brochure, please keep the paper or printout of your HHonors account number. Until your card arrives, you’ll need it when making reservations.

  
  

  If you enrolled while making a reservation via Hilton Reservations and Customer Care, you’ll receive your HHonors Account Number before you finish your call, and your membership card and materials within three weeks.

  
  

  If enrolling online, you will receive your account number upon submitting the required information.

  
  

  Japan-based customers who enrol through Hilton.com must request that a membership card be sent to them, and they will receive it after their second stay at a Hilton Family Hotel. Japenese customers who enrol through the Japanese-language site at Hilton.co.jp will receive a card 4-6 weeks after enrolment, with or without a stay.

  ]

• How often will I receive an HHonors statement?

  [You can receive a monthly, up-to-date account statement via email. Update your preferences in the Communications Preferences section of your account.]

• Can I transfer my HHonors points into someone else's HHonors account?

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  Hilton HHonors^® points can be transferred to another HHonors member in increments of 10,000 points, at a cost of US$.0025 per point, or US$25.00 per 10,000 points.

  There is no limit to the number of HHonors points a member can transfer or receive. Fees are based on the number of points a member transfers out of his or her account. After transferring 200,000 points in a calendar year, any subsequent transfers that year are free. Transfer your points

  ]

• How can I combine multiple accounts?

  [To combine multiple accounts online, sign into your HHonors account, then click on the HHonors Summary tab]

• Will my membership expire?

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  Members who do not earn any points in any 12-month consecutive period will be removed from the program and, if so, are subject to forfeiture of all accumulated points.

  Forfeited points will not be posted back to any account after it is deactivated. To keep your account active, you may:
  a. Stay at a Hilton Family hotel, thus reactivating membership; or
  b. Earn HHonors points through any third party source of HHonors point accumulation; or
  c. Purchase HHonors points

  ]