Hilton Hotels has room for improvement based on customer feedback. Customers particularly appreciate service and quality, though some mention concerns about customer service and communication.
Hilton Hotels corporate offices and properties in general do not appreciate or honour the loyalty of their longtime customers! I have been a Hilton Honours member for 30+ years. In that time a acheived Diamond status because of my loyalty. Now that I'm retired and am not able to travel as much, Hilton has elected to demote me, rather than thank me for those years of loyalty!! So much for loyalty. Time to look at other hotel options in future. Tom Krebs
In the last few weeks, we stayed at 3 Hilton Hotels. As a Gold member, I was rather disappointed with a few things. First, when I had to travel unexpectedly, I went to get a hotel room and all the rooms were booked, which seemed strange for a Monday evening. When I did find a hotel, the receptionist said one room was available and I said I will take it. As we were talking, all of a sudden, the receptionist said there are no rooms available. Very strange a room available suddenly becomes available. Fortunately, I was able to find another hotel, but the prices I had a pay for a small sandwich and a couple of cookies was absolutely ridiculous! I would have eaten somewhere else, but it was rather late and other places were closed. My family and I went on vacation and we stayed at 2 different Hilton hotels. The first hotel had a beautiful view. Breakfast though was very disappointing at both hotels. For a hot breakfast, there was an additional charge of $15. This was ridiculous for a family, per person per day. There was a decent cold selection at the first hotel we stayed at, where the continental breakfast served hot oatmeal and along with a variety of cold items. There were only 2 cereal choices, neither of which was acceptable for my children. At the second hotel we stayed at, the continental breakfast selection was much worse. My kids could only eat the fruit. There was nothing hot available for the continental selection. This was disappointing as a Gold member, since my family and I could have stayed at other hotels and been able to enjoy a hot selection of food for a continental breakfast. We also had to provide our room number before entering the dining area at one hotel and the second hotel gave us vouchers for breakfast. With the vouchers, we were able to go to the café and Starbucks in the hotel. The Moon café was great, where I got a hot sandwich and a coffee. We went to Starbucks, which the choice included a coffee and a muffin/banana bread, but they were all out of the treats and when my wife asked about a substitution, they said they are not allowed. They would not substitute one of their other treats so we could give it to our children. Both hotels also charged for pool towels if they were not returned.
My data has been used to create a reservation and bill at a Hilton hotel. I have provided evidence of this to Hilton's fraud office and their response is "Please be assured that this activity does not have any bearing on the integrity of our systems", How then have they been able to generate a reservation and bill? They refuse to investigate or to answer questions. In response to my request to cancel my account I am given instructions on changing my password and setting up secondary verification.
Stayed here around 21st June - Liverpool one hilton, worst hilton ever stayed in. Air condition blowing hot air, 30 degrees in room. Not just unbearably uncomfortable but dangerous. Had to complain multiple times before we could change rooms, treated by reception as nuisance for this. New room air conditioning barely worked. Asked other guests - all said the same thing that Rooms are extremely stuffy and air con barely working. Multiple receptionists rude with a couldn’t care less about helping you attitude. Male receptionists in particular extremely nasty and hostile, not even subtle about it. Compared to previous visits they have now removed fridges from rooms, no more unlimited water (unacceptable for a 4 star), there is now a notice in the room saying you have to pay if you take a can. No more ice. No working air conditioning. They have taken away every comfort possible. Even the executive lounge doesn’t have any bottled water. Disgraceful.
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www3.hilton.com124 total • Write a review
Hilton Honours beloont je met een opslag van 20% in plaats van een korting van 20%!
Date of experience: June 24, 2025
Ik had 1 overnachting geboekt via Booking.com bij Hilton Garden Inn Frankfurt City Centre. Voor 4 euro incl. ontbijt. Te mooi om waar te zijn maar toch geboekt. Er werd 1 cent afgehouden via creditcard om te valideren. Maanden geen probleem todat de datum naderde. Booking zei : Hilton heeft het verkeerd doorgegeven, maar ze kunnen je een aanbieding maken van 139 euro. Dit terwijl het hotel gewoon te boeken is voor 94 euro. Ik zeg dit is geen aanbieding, dus die hoef ik niet. Dan moest ik contact opnemen met Hilton want het was hun fout. Ik gedaan: ze gingen er een case van maken en ik zou binnen 3-5 dagen bericht krijgen. Maar ik moest contact opnemen met booking.com want het was hun fout zij hadden de prijs erop gezet. Een dag later werd opeens mijn booking geannuleerd. Ik weer naar Hilton. De fout lag bij booking. Ik naar booking de fout lag bij Hilton. Ik aangegeven dat ze het onderling moeten oplossen , maar dat gaat blijkbaar niet. Iedereen kan fouten maken, maar geef het dan toe en laat niet de klant het probleem oplossen. Voor mij in ieder geval geen Hilton + Booking.com meer.
Date of experience: June 2, 2025
Its unbelievable how many hilton hotels have gone downhill. I blame the specific GMs. Some care about quality most only care about quantity. I am diamond. I stated 157 nights at hiltons this year alone. Problems with sanitary conditions. Rude employees. Old rooms with terrible smells throughout the guest rooms and floors. I am sick and tired of complaining about some of these hiltons . Front desks don't do their jobs. Some places are dangerous. I have seen things go on in some of these hotels and reported it but nothing was done. So much for spending thousands of dollars to get clean quiet stays
Date of experience: May 31, 2025
I flew halfway around the world to Istanbul to celebrate my 60th birthday with family. When I checked into Hilton Bomonti, they didn’t have the suite I had arranged for the celebration. It was my mistake booking through Priceline, I should have known better, but I certainly expected better service from a five star hotel. Management could care less about my predicament and consistently refused to make a phone call on my behalf. I spent an entire day on the phone with Priceline, who was willing to correct the situation, but unable to reach the appropriate staff. As a result, I did not have the planned extra bedroom, Kitchenette or dining table (that I reserved and paid for!) and we had to make last minute arrangements. I have worked in hospitality for over ten years and can confirm that Hilton Bomonti is NOT hospitable.
Date of experience: May 28, 2025
US
Made a reservation with the Tru by Hilton in Lawrence, Kansas through the Hilton Honors app. The reservation was confirmed, and my credit card was charged. Upon arriving to check in, the desk clerk told me they had no rooms. I asked that the room charge be refunded, and the desk clerk said she could do nothing about it. Though this is a Hilton property, she referred to Hilton Honors as a third party and said I would have to pursue reimbursement from them. I called Hilton Honors Customer Care who disputed the desk clerk's claim that they were a third party. The Customer Care representative tried to contact the hotel, but no one would answer the phone. The credit card charge has still not been reversed, and no one in Hilton Worldwide Holdings Inc. has taken ownership of the issue, so I've turned the dispute over to my credit card company.
Date of experience: May 19, 2025
US
I’m reaching out to share a concern regarding an interaction I had with one of your representatives on the promotions line. The individual, whose name I believe was Brian or Bryant, was extremely persistent and employed what I felt were deceptive tactics in an attempt to pressure me into booking a vacation package. Despite my repeated and clear refusals, the representative continued to push the offer in a way that felt both disrespectful and unprofessional. I value honest and transparent communication, especially when it comes to making important decisions like travel plans, and this experience left me very disappointed. I hope this feedback can be taken seriously, and that further training or guidance is provided to ensure future interactions are handled with more respect and integrity. Thank you for your time and attention to this matter.
Date of experience: May 19, 2025
I want you to know that I love staying at the Hilton, but your beds have become too hard for me and people with arthritis in their legs and backs. You must change your mattresses. They are rock hard!!!
Date of experience: May 17, 2025
US
I had a booking on booking.com and cancelled the hotel in error. The booking was for Hampton Hill Hotel in Liverpool City Centre. Once i noticed my error, i tried to contact the hotel to re-instate the booking and they refused and cited cancellation bs. Not only did the refuse to reinstate the booking (even though the room was still available, they stole £95.78 from my bank account, which has now been reported as theft. I would have stayed at the hotel and honoured the booking but their unbending attitude and atrocious customer service is an absolute disgrace. I will never book with this hotel ever again. Any hotel as a 24 cancellation policy and some will allow you to cancel on the day, but for this hotel it is 5 days and they will not allow you to change to re-instate the booking if you are within this 5day period. When i received a response, I was sent 2 unhappy faces. What kind of company does this?
Date of experience: May 11, 2025
