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
Best value for money hotels. Love the quality of service and room facilities.
Date of experience: March 26, 2022
US
This is my favorite hotel in the world. If you have a problem make sure you contact the manager. The breakfast buffets have always been the BEST in the world! There is always coffee ready at the main lobby, and if there are any problems the staff can help you. Thank you Hilton for making your name so great!
Date of experience: February 5, 2022
US
I sent an email to Hilton requesting help with regards to be unable to log into my Honours Membership. It did not recognise either. Sent an email to Hilton. Reply informed me they could not answer,it would take 7 to 10 days. This is not good enough. Disappointed. Phoned hotel the receptionist struggled with English which i could not understand. I at least would think the standard of english should be better. I hasten to add this is only applicable to my last contact them.
Date of experience: January 25, 2022
Hilton Hotel Kegworth. I noticed a Groupon voucher for afternoon tea at a decent price for Hilton Kegworth. There was opportunity to view availability and times before buying the voucher. In the current climate, I decided to call the Hotel to make sure they were offering afternoon tea as had been stung in this situation previously somewhere else and not been able to book. The gentleman on the phone assured me I could book my voucher and choose my date and time directly on Groupon. I booked via groupon. My mum, sisters and I arrived at the hotel for our booking - my mum excited for her birthday treat, to be told there was no booking on their system and they were not doing food/ afternoon tea currently as they have no chef on site. We were extremely disappointed. Whilst our frustration was understandably apparent, Jason, who I believe is management, was absolutely brilliant. He invited us in for complimentary drinks, bought my mum a gift bag with some bubbly and choc and before we left, handed me a voucher for complimentary afternoon tea for 4, valid for four months to make up for the inconvenience caused and attempt to make our (first) experience at the Hilton Hotel a positive one. We left feeling like valued customers. Jason is a credit to this hotel and proof that how a customer is dealt with in such a situation is paramount. We could have left disgruntled and never returned. However, I am confident, being new to the area, it is likely I will become a regular customer and return time and time again. Thank you!
Date of experience: July 31, 2020
Hilton hotel Richmond. When you complain about your hotel, the janitor helps the front desk clerk send you to one toxic room after another. I went to hospital with burned back.
Date of experience: July 25, 2020
Thank you once again Hilton for refund you did not have to give me .Paid very quickly . Pity other companies did not follow your lead ! Looking after your customers 1 st class
Date of experience: July 10, 2020
I would like to congratulate Hilton Garden Inn Seville for their help and support to cancel my order due to Corona virus Pandemic . They credited my account and returned all the money due to me without any problems. My order no:3179637362 . Mr Reuben Lahav.
Date of experience: July 3, 2020
US
Thanks to the tremendous destruction of value and loyalty by the Marriott International President and CEO Arne Sorenson, Hilton has become my hotel chain of choice (with Hyatt and IHG not far behind) when traveling internationally. However, in the United States and Canada, Hilton still lags in quality of service and loyalty recognition. Please hear me loud and clear: I never stay at hotels that lack a full-service executive lounge. If you want my business next time I am in Newark, Toronto, Waikoloa, Maui, etc., you must reopen the lounges and make sure they stay open until at least 10 pm every day of the week.
Date of experience: May 16, 2020