Customer Service

Questions about making a booking

• Can I cancel a reservation online?

  Yes. To cancel a reservation, you will need to retrieve the reservation you wish to cancel in the "Check an existing booking" section in the main navigation on top of the page. Using either your reservation/confirmation number or HHonors number you can retrieve the reservation and using the "cancel option", delete your booking. Please read the terms and conditions linked to your booking prior to cancelling the booking.

• What is zip-in check-in?

  Zip-in check-in is available at selected Hilton hotels and is to help you reduce your check-in time. For further information, please see individual hotel sections.

• What is Hilton HHonors?

  Hilton HHonors is our frequent guest reward programme that offers both hotel points and airline miles to members with qualified stays without the member having to choose between the two, more recently called Double Dipping.

• Is my children's cost included in your rates?

  Any applicable children’s costs will be detailed and are payable direct to the hotel.

• What does the rate/booking include?

  Each rate has its own specific rate description which details exactly what is included in that rate. Please ensure you check this and are happy with rate booked.

• What are promotion codes?

  Enter the promotion code that you have into this field and you will be presented with availability and room rates for the offer at your chosen hotel and dates.

• How do I know I have completed my reservation? Will I receive a confirmation?

  At the end of the booking process you will receive a confirmation email, as well as see the booking confirmation page that will contain all the details and conditions of the booking you have just made. Please make a note of the confirmation number on the screen for future reference.

• What if I have forgotten my confirmation number?

  You can contact Hilton Reservations Worldwide on 00 800 888 44 888 and they will be able to provide you with your confirmation number.

• How should I enter the number of rooms per night to ensure that I am conducting my search correctly?

  Entry should not be the total number of room nights for your entire stay.

• What is an accessible room and how can I request for one?

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  Hilton understands how important it is to provide all our guests access to our facilities. Our UK hotels offer a range of facilities for guests with access needs, including:

  
  

  
  
  • Blue Badge car parking
  
  
  • Accessible toilets
  
  
  • Accessible bedrooms
  
  
  • Induction loops
  
  
  • Accessible facilities - bars, restaurants, meeting and conference rooms
  
  
  • Stair lifts, ramps for guests with wheelchairs

  
  

  Please Note: we are unable to confirm availability of accessible rooms on this website. Please call the hotel directly to confirm availability based on your requirements.

  ]

• I have tried to book a Special Offer seen on hilton.co.uk, however when I tried to book it is not available?

  All offers are subject to availability and an allocation of rooms. When this allocation is reached, the hotel cannot accept any more bookings at these rates, although the hotel may not be full.