Travel Alert

Novel Coronavirus Alert: Important Information for HGV Owners & Guests: LEARN MORE

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Travel Updates From Hilton Grand Vacations

Novel Coronavirus Alert: Important Information for HGV Owners & Guests

We have been following the news about the novel coronavirus (COVID-19) outbreak and have been closely tracking updates from local, state, federal and international health authorities. We want you to feel confident as you vacation with HGV. As a result, we’ve taken enhanced measures with our on-site cleaning procedures and Team Member education. These include:

  • Reviewing and continuing to implement sanitation procedures across our properties.
  • Providing hand sanitizer in convenient locations for you, your families, guests and Team Members.
  • Establishing handshake-free zones to help reduce the spread of germs.
  • Enhancing education and training on cleaning products as provided by our supply companies.
  • Asking General Managers to verify that correct cleaning products are being used in each area.
  • Identifying high-touch areas, such as elevators and front desks, and implementing additional cleaning measures.
  • Redistributing staff to ensure maximum cleaning is occurring during high-volume timeframes.

 

Existing Reservations

HGV is actively monitoring the situation and making adjustments as necessary. Please note the following changes for existing reservations.

  • We understand the need for flexibility. If you are an HGV Club Member, you may cancel or modify your reservation on the Club Member website. If you do have to cancel or reschedule your travel plans, we are waiving Club cancellation penalties for reservations to any HGV property for check-in dates before May 31, 2020, and we are also refunding your booking fee for applicable reservations. Your booking fee refund will be processed within three business days. Because banks have different timeframes for processing refunds, please allow an additional five to seven business days for the credit to appear on your account.
  • If you are a hotel guest and booked via Hilton.com, you may change your reservation online at Hilton.com or by calling 1-800-HILTONS (1-800-445-8667).
  • If you made your reservation through a third party, such as Expedia, or a timeshare exchange, you will need to contact your booking provider directly for any changes or cancellations.
  • If you are an HGV Package Holder, please reach out to us by calling (800) 482-0047, emailing customerservice@hgv.com or complete this form for assistance with rebooking your vacation. 

 

New Reservations

In light of the COVID-19 situation around the world, the following HGV resort locations have temporarily stopped accepting new reservations in April and, in some cases, May:

Hilton Grand Vacations (Managed and Developed Properties)

California

Colorado

Florida

Hawaii

Illinois

New York

Nevada

South Carolina

Utah

Washington, D.C.

Barbados

Italy

Scotland

Affiliate Partner Resorts

California

  • Carlsbad Seapointe Resort
  • Club Donatello
  • Grand Pacific Palisades Resort

Mexico

  • Fiesta Americana Condesa Cancun
  • Fiesta Americana Cozumel
  • Fiesta Americana Villas Acapulco
  • Fiesta Americana Villas Cancun
  • Fiesta Americana Villas Los Cabos All Inclusive Golf and Spa Resort
  • Grand Fiesta Americana Puerto Vallarta
  • Grand Luxxe Nuevo Vallarta
  • Grand Luxxe Riviera Maya
  • Live Aqua Boutique Resort Playa del Carmen
  • The Explorean Cozumel
  • The Explorean Kohunlich
  • The Grand Mayan Acapulco
  • The Grand Mayan Nuevo Vallarta
  • The Grand Mayan Riviera Maya

 

Suspension of Operations 

Additionally, the following properties have temporarily suspended operations and will not be accepting guests at this time:

Hilton Grand Vacations (Managed and Developed Properties)

California

Colorado

Florida

Hawaii

Illinois

New York

Nevada

South Carolina

Utah

Washington, D.C.

Italy

Scotland

Affiliate Partner Resorts

California

Mexico

  • Fiesta Americana Condesa Cancun
  • Fiesta Americana Cozumel
  • Fiesta Americana Villas Acapulco
  • Fiesta Americana Villas Cancun
  • Fiesta Americana Villas Los Cabos All Inclusive Golf and Spa Resort
  • Grand Fiesta Americana Puerto Vallarta
  • Grand Luxxe Nuevo Vallarta
  • Grand Luxxe Riviera Maya
  • Live Aqua Boutique Resort Playa del Carmen
  • The Explorean Cozumel
  • The Explorean Kohunlich
  • The Grand Mayan Acapulco
  • The Grand Mayan Nuevo Vallarta
  • The Grand Mayan Riviera Maya

 

Additional Travel Restrictions

As you continue to assess your current travel plans with HGV, please keep in mind the travel notices below, which could impact your stay or return to the United States.

Travel Within the United States

The following states, or their local jurisdictions, have enacted city, county or state-wide travel restrictions. We encourage you to check with each of them first before traveling:

  • California
  • Colorado
  • Florida – Please see the important information below about a mandatory self-quarantine order.
  • Hawaii – Please see the important information below about a mandatory self-quarantine order.
  • Illinois
  • Nevada
  • New York
  • South Carolina – Please see the important information below about a mandatory self-quarantine order.
  • Utah
  • Washington D.C.

Florida

A mandatory self-quarantine order was issued on March 24, 2020, by the governor of Florida due to the COVID-19 (novel coronavirus) situation. According to the original executive order all persons departing from an area with substantial community spread, such as the New York Tri-State Area (that is, Connecticut, New Jersey and New York) and New Orleans, Louisiana, and arriving into the State of Florida are subject to a mandatory, 14-day self-quarantine period, or the duration of that person’s presence in the state, whichever is shorter. 

The updated executive order, which was issued on March 27, 2020, makes clear that the mandatory self-quarantine applies retroactively and covers people who previously entered Florida from an area of substantial community spread. In addition, all such individuals are required to notify those they came into physical contact with in the past 21 days that they are visiting from an area of substantial community spread. The order is in effect until May 8, 2020. However, as this is an evolving situation, the governor of Florida may shorten or extend the date.

If you choose to continue with your travel plans during this mandatory self-quarantine period, please understand you do so at your own risk and your experience will be impacted. Given the COVID-19 situation and the mandatory quarantine order, our properties are providing limited or no services to all Club Members and guests, which may include housekeeping services and food and beverage delivery. You will also not be able to use any property amenities. Please see the information above under “Existing Reservations” for information on how to make a change to your travel plans.

Hawaii

A mandatory self-quarantine order has been issued by the governor of Hawaii due to the COVID-19 (novel coronavirus) situation. As of 12:01 a.m. HST on Thursday, March 26, 2020, all persons (other than certain emergency or critical infrastructure personnel) arriving into the State of Hawaii will be subject to a mandatory 14-day self-quarantine period. This means, all Club Members and guests arriving on or after midnight on Wednesday, March 25 into any of the State of Hawaii (that is, any Hawaii islands) from a location outside of Hawaii, are required to self-quarantine for a period of 14 days, or for the duration of their stay in the State of Hawaii, whichever period is shorter. The mandatory 14-day quarantine order is in effect until May 20, 2020. However, as this is an evolving situation, the State of Hawaii may shorten or extend the date.

If you choose to continue with your travel plans during this mandatory self-quarantine period, please understand you do so at your own risk and your experience will be impacted. Given the COVID-19 situation and the mandatory quarantine order, our properties are providing limited or no services to all Club Members and guests, which may include housekeeping services and food and beverage delivery. You will also not be able to use any property amenities. Please see the information above under “Existing Reservations” for information on how to make a change to your travel plans.

South Carolina

The Governor of the State of South Carolina has issued an Executive Order (2020-08), which states that as of 12:01 a.m. (EST) on, March 26, 2020, everyone entering the State of South Carolina from any area of substantial community spread, including the Tri-State Area (that is, New York, New Jersey and Connecticut) and the city of New Orleans, Louisiana will be subject to a mandatory 14-day, self-quarantine. The mandatory, 14-day quarantine order is in effect for the duration of the State of South Carolina’s State of Emergency.

If you choose to continue with your travel plans during this mandatory self-quarantine period, please understand you do so at your own risk and your experience will be impacted. Given the COVID-19 situation and the mandatory quarantine order, our properties are providing limited or no services to all Club Members and guests, which may include housekeeping services and food and beverage delivery. You will also not be able to use any property amenities. Please see the information above under “Existing Reservations” for information on how to make a change to your travel plans.

 

Travel Outside the United States

The U.S. Department of State has posted travel advisories due to the global impact of COVID-19, and many airline carriers are canceling flights abroad. Before you travel, please check for specific travel advisories about, or flight cancellations to, the following countries:

  • Barbados
  • Italy
  • Japan
  • Mexico
  • Portugal
  • Scotland

 

Additional Resources

For information about COVID-19, including symptoms, refer to the resources provided by the World Health Organization (WHO) and the Centers for Disease Control and Prevention (CDC).

For information on travel advisories and restrictions, including a map of impacted travel locations, visit the U.S. Department of State ― Travel Advisories page.

 

A Final Note

We encourage you, your families and all guests to follow the CDC’s guidelines on how to take precautionary steps to mitigate possible transmissions of the virus, including frequently washing your hands, not touching your face and avoiding travel to affected areas if you are at high risk.

In addition, many healthcare officials and state governments have stated that it is advisable to avoid crowded places where transmissions could occur more easily. If you believe you are feeling ill, we encourage you to see your medical healthcare provider.

The wellbeing of our Owners, guests and Team Members is our highest priority. We remain diligent in our commitment to provide a safe, hospitable environment for all who visit our properties.