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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All the reviews are fake. They hired bunch of scammers on telegram and asking random people for love react and trying to gather people's personal information by saying we will pay ££ if you give love react and send us your name age phone number bank details.
Date of experience: May 8, 2025
I stayed at Hilton in Krakow. Good hotel with an amazing view of the Vistula River. Higly recommend
Date of experience: May 7, 2025
Serious Concern About Customer Service (April 30 Call) On April 30 at 9:26 AM, my husband called Hilton (a 9-minute call) customer service from his own phone regarding a makeup bag we accidentally left at the hotel. The representative claimed to have contacted the front desk and said no item had been turned in. When he asked if someone found it and give to a hotel staff he assured he ask and he was told no. That specific answer didn’t feel right at all, so even we were at San Marcos, TX at that time; we decided to go back to the hotel to check by ourself. The makeup bag was there. It’s unacceptable for a customer service rep to give false updates and pretend to follow up. This kind of careless response damages trust and shows a lack of responsibility. I hope Hilton addresses this behavior to ensure loyal guests receive accurate and honest service.
Date of experience: May 1, 2025
Booked one junior suite and one double room with parking for the night of 30/03/2025. Checked out Monday a.m. Pald in full including breakfasts. 2 days later received a Parking Penalty Notice for £100. After three prolonged telephone conversations with the hotel manager it was agreed that I had paid for parking and that he would arrange for the Penalty to be cancelled. All ell and good, untill I received a demand for £20.00 for admin costs incurred for the cancellation. Where do these people get off. How can can one conceivably charge for correcting the result of one's ineptitude? I despair.
Date of experience: April 17, 2025
US
We stayed at Hilton Doha Westbay as a family of 4 - my wife, 2 kids and I - in the premium suite room. The hotel was nice and clean but had its drawbacks. 1. The reception staff were not forthcoming with information when checking us in. They had not informed us that our room package included the executive lounge until we enquired about this. Furthermore, the room was advertised as sleeping 4 people but when we arrived, there was only one king size bed for 4 of us. Additional beds came at a cost and this was not transparent on the website when booking. However, they did allay the charges for one additional bed. 2. Breakfast was bland and tasteless and lacked imagination. Every day offered exactly the same choices with a couple of changes and all the food had minimal seasoning and tasted store-bought. 3. The room had areas where there was parts of furniture and bath tub which was broken. Furthermore, the room booked was a "sea-view" but 90% of the view was actually of the city. When enquiring about this with the reception staff, they told me that the "sea-view" means you can see some of the sea! And that full "sea-view" rooms were only in the panaromic suite. I felt this was a misleading description on the website particularly when Sea-View rooms are pricier than the City-view rooms. When visiting Qatar again, it is unlikely I will choose this hotel again given that its price point is above other similar hotels yet with out the service I expected.
Date of experience: April 16, 2025
US
While staying in a Hilton Hotel I was taken upstairs by Staff to look at a loyalty scheme. After the 12th “no I’m not interested” a large man was brought Over to intimidate me. I raised the issue with the Hotel and realised the staff are in on this intimidation. I have spent 6 weeks trying to get Hilton to address this but I am simply ignored. NOT! What you expect from a brand as international as Hilton.
Date of experience: April 15, 2025
Hilton advertises a Price Match Guarantee — if you find a lower rate elsewhere, they'll match it and give you 25% off. Sounds great in theory, but in reality? It’s just empty marketing. I found a rate for Hilton Tokyo on Agoda for $408/night. Hilton’s lowest rate was $444/night — and I'm an Honors member with status. I called the Price Match department and spent 30 minutes on the phone, only to be told they "couldn't convert yen to USD." (Ever heard of Google?) After being transferred, I had to explain everything all over again. The second rep confirmed they saw the same rate on Agoda — yet they still refused to match it, claiming the price was higher in yen. That makes no sense — the USD equivalent is what matters, and the math was clear. I spent nearly an hour on this. When I asked to speak to a supervisor, I was told they had no authority over price matches and couldn’t transfer me to someone who did. So let me ask — is this how you treat a (former) loyal customer?
Date of experience: April 14, 2025
US
Terrible Experience at Hilton Sanya! Do Not Recommend, Especially for Families with Kids! Our room was paid for starting April 4th, but we arrived at the hotel on April 5th at 1:00 AM due to a late flight. Despite this, they made us wait until 4:00 AM to check in—meaning we lost almost an entire night that we had already paid for! I’m a single mother traveling with two children (a one-year-old and a nine-year-old), and forcing us to wait for three hours in the middle of the night with a baby in my arms was unacceptable. Because of the delayed check-in, we missed the included breakfast. We had to order an overpriced paid breakfast instead, which took 1.5 hours to arrive—while my hungry children cried. When it finally came, it was a disgrace: just scrambled eggs, rice, and coffee. They had the nerve to charge us $200 for this! But the worst part? The mold in the room. It was everywhere—in the bathroom, on the walls, even on the furniture. As someone with allergies, this was dangerous, and for small children, exposure to mold can lead to serious respiratory problems. I demanded a room change, but they claimed all rooms were the same. Even worse, this is supposed to be an international hotel, yet NOT A SINGLE STAFF MEMBER SPEAKS ENGLISH—only Chinese! How is this acceptable for a global brand like Hilton? The old man Hilton himself would be rolling in his grave if he knew what a disgrace his once-luxurious hotels have become! Hilton Sanya is a complete scam and a health hazard! We paid for a full night but got nothing. The hotel is dirty, outdated, and negligent—especially toward families. Never staying here again! Save your money and avoid this place at all costs. Important Notice to the Hotel Management If you do not provide us with free meals for the remaining 11 days of our stay, I, along with my relatives, friends, and acquaintances, will write negative reviews every single day in all languages on every booking site and travel platform exposing how terrible your hotel and service are. We will make sure no traveler ever considers staying at Hilton Sanya again. The choice is yours—compensate us properly, or face endless bad publicity.
Date of experience: April 8, 2025
US
Location: Hilton Garden Inn Krakow Airport Excellent location, convenient for airport access. Rooms were very clean and comfortable. Bed and linen 5/5. Restaurant provided excellent food, if a little pricey. Very enjoyable breakfast and a great start to the day.
Date of experience: April 7, 2025
US
The location is in Chatsworth California Double Tree. “I had a very unpleasant experience at this hotel due to the unprofessional and disrespectful behavior of the front desk staff, the employee I interacted with was extremely rude, dismissive, and unhelpful his name is Albert and the women was also there don’t know her name, but this was on Sunday March 30th around 11am were their shift. Their attitude made my stay uncomfortable, and I felt very disrespected throughout our interaction. It was disappointing to be treated this way, especially at a place that should prioritize guest service. I really hope management addresses this issue for future guests.” Specially for a customer like us being a Hilton members for so many years.
Date of experience: March 31, 2025
