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 cafΓ© and Starbucks in the hotel. The Moon cafΓ© 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 couldnβt 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 doesnβt have any bottled water. Disgraceful.
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I am a Hilton Honors member and routinely stay in Hilton hotels and their brand whenever I have the chance. They run promos for double and additional points every few months and being a rewards members has perks in addition to the free room every now and again, like the free water at check in, late check out and early check-in and free wifi. I travel about 5x for work annually and love to solo travel in my free time - I estimate that I stay at hotels for about 60+ days a year so I know something about hotels and have almost every hotel app and loyalty account there is. My favorite Hiltons are the Garden Inns but there are some other nice boutique Hilton hotels that are upscalel in larger cities like Seattle and California I have stayed at and enjoy from time to time for work or play. Usually the customer service is good and late check-out can be honored if you request it in enough time. I enjoy the app with the keyless entry, check-in on the app to avoid lines, and some hotels offer chat where you can request items from the front desk via the chat app. It's great. I'm a fan and will continue to be loyal to Hilton brands. They are doing it right - their app is one of the best hotel apps I've used.
Date of experience: January 6, 2020
Hilton hotel Cambridge, conceirge parked my car and did not lock it, result was it was cleaned out of about Β£500 worth of stuff, ie my iPod, locking wheel nut, etc, etc. They told me it was locked but have no CCTV showing this, if so how was it opened with out damage anywhere except within the cab area. The car was a ranger over. They have now passed to their insurers who are experts in not paying out. This all cost me Β£25 for the conceirge to park it for me. Please donβt go there
Date of experience: January 4, 2020
This hotel is freezing cold! I am not exaggerating, we were forced to lay in bed fully clothed during the afternoon. Most of the facilities we paid for (fridge in the room etc) just were not there. The bathroom flooded every time we used the shower. Complained at reception and told to contact the operations director. I have a case running through Resolver website (case reference RES8282674) and 2 months in and not a single person has responded. Not only is this the worst hotel I have ever stayed in but Hilton customer services will not even aknowledge my complaint! I will never stay with Hilton again.
Date of experience: December 23, 2019
We had to queue for an hour to check in, it was horrific. Then when we got our key card, we arrived at our room to find it was already occupied. So then we had to go all the way back to reception and start over. It was not a good start to our stay. It was like one of those horrible budget hotels you get in Magaluf. Checking out wasn't much better. For Β£200 I was expecting a little better.
Date of experience: October 6, 2019
Hilton Hotels Worldwide needs to seriously reevaluate Jennifer, their social media contact person at their Corporate office. After a horrible experience at their Singer Island Hilton on Friday, June 7, 2019, I reached out to Hilton to share my experience and address my concerns. I was told that my complaint would be forwarded to the corporate office and I would hear from them. Monday I was disappointed to receive a generic email in response to our experience which felt like Hilton has no interest in addressing concerns and felt dismissive. My complaint had to do with checking into a supposed 4 star Hilton and finding accommodations that included DRIED BLOOD STAINS on bathroom door, cockroach on curtains, multiple variations of color paint on bedroom walls, mold like odor in room, peeling wall paper in bathroom, etc. After receiving the cold and impersonal emails to our complaints, I decided to reach out to their corporate office. I was then transferred to Jennifer and that is when the second part of the our horrific experience with Hilton continued. From the beginning of the call Jennifer seemed uninterested in speaking to me and was looking to quickly rush me off the call. At NO point did she offer any sense of compassion or empathy for the aggravation and inconvenience we had gone through. I asked for her supervisor and she said she no supervisor, there was no one else to speak to. Dealing with Jennifer is not consistent with Hilton standards. In our several years as Hilton Honors members I have never called or filed a complaint. I have always been loyal to the brand and after this experience I will be choosing other brands who treat their customers with respect and appreciation.
Date of experience: June 11, 2019
Una cosa indecente, ho prenotato all'Hilton di Malta con una carta di credito, ho deciso di pagare in contanti al check-out e si sono incassati i contanti e mi hanno pure addebitato la stessa cifra sulla carta di credito. cosi ho pagato due volte !!!!!!!!!!!!!!!!! dovro' fare causa. a chi ???????????
Date of experience: May 22, 2019
