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
Worst front desk staff ever. At check in my wife and I discovered our reservation was in our son in laws name. Since we weren’t named on the reservation THERE WAS NOTHING THEY COULD DO. They kept repeating this and we were made to wait 4 hours after having spent 11 hours traveling. A senior couple was denied their room and made to wait in the lobby for 4 hours.
Date of experience: March 27, 2025
During a visit to the UK between 12th and 20th March, I stayed at 2 Hilton Hotels. Hilton Cobham and Hampton by Hilton in Canterbury. What an awful experience. Hilton has become a hotel chain that is fully intent on extracting extra money out of you for car parking and early arrival, after you have booked and paid for the room online weeks ahead. I will never book any hotel again with a link to Hilton. I had previously stayed at many hotels, including in China, Malaysia, and Thailand. Now The Hilton brand is just a nothing more than any other run of the mill hotel but with a catch. When you have booked they already have a plan to get more money out of you on arrival. NEVER BOOK A HILTON HOTEL.
Date of experience: March 25, 2025
US
You may call it : SCAM or FRAUD ! And I STRONGLY ADVISE NOT to buy any Hilton Honors points ever !! I bought Hilton Honors Points for X Euro but could not use it that time. Now I wanted to book a hotel in Paris for the end of this month. They offererd the Canopy by Hilton and the Hilton Opera. I tried to use my Hilton Honors Points this time. BUT !!!! : when I calculate the value of the points they require (464000 for the Canopy and 415000 for the Opera) it turns out that this is a MASSIVE FRAUD !! Despite me having paid the points months ago and kind of giving the Hilton Group a credit as not having used any services of them so far in return they SCAM me (and all other Hilton Honors members) in a galactic scale !! The Canopy could be booked for 1395,- Euro and the Hilton Opera for 896,- Euro (which is far less even the Canopy is a 4 star property and the Opera is a 5 star property ???...) Taking into account now the number of points required to book a room via my Hilton Honors points as mentioned above the calculated price I would have to pay for the rooms are : Canopy : 2460,- Euro Opera : 2200,- Euro I think everyone can guess what a massive scam this is. Its absolutely DISGUSTING that these freaks grow richer and richer while they betray us as if its the most normal thing on earth... WHY on earth shall I accept such huge losses or ad ups only because I want to use points which have been paid to Hilton months ago ?!
Date of experience: March 24, 2025
Have stayed at Hilton Hotels all over the United States, Europe, South America, Central America, Asia and Africa for decades. Hotels and rooms are always impeccably clean and well furnished. Having stayed in other hotel chains and independents they haven't lived up to the high standard of Hilton. The Grand Vacation properties are not as nice as the hotels and there's an emphasis on buying and lack of service when you don't buy. Also, there's definitely a push for larger tips by personnel even when they don't do anything specifically for you. Hilton needs to oversee their personnel better but the accommodations are always clean, comfortable and worth the price.
Date of experience: February 27, 2025
Took my wife to the new Hilton in Woking for her birthday, not only were we unable to eat there but we couldn’t even have a drink in their bar as this needed pre booking, which was not made known to us at the point of booking. No doubt the manager of the Hilton will say reach out to me…. Which I did with a direct complaint which was ignored. Avoid this hotel if you don’t like being disappointed.
Date of experience: February 19, 2025
Had breakfast at the Hilton hotel Stansted airport what amazing value for money all the staff are so friendly and helpful Jeanie who was so helpful with explaining how the breakfast works and going out her way to make sure everything was ok why still cleaning up all the tables that had been used Jeanie always is smiling and that extra mile to make all the guests are ok she is a credit to her management and all the staff are amazing I will definitely be going there for breakfast again all the best Dave
Date of experience: February 19, 2025
Here in Warsaw for three nights this being night one in a room on top floor which is like sleeping on a Boeing 747, a constant loud noise from the fans above. Why they would even consider these rooms to be acceptable is beyond me. Asked to be moved but do far a polite NO! As an honours member I will be letting my membership go, a very bad experience and an expensive one too!
Date of experience: February 15, 2025
I recently had an outstanding experience at Hilton Diagonal Mar Barcelona! The service truly exceeded my expectations. I had a special request to have a message delivered to my wife upon her arrival, and the staff was immediately ready to assist—efficient, friendly, and with a level of dedication that makes all the difference. A special thank you to Chantal Ferreras, whose kindness and attentiveness made the experience even more memorable. With such fantastic service, there’s no doubt in my mind that I’ll be choosing Hilton Diagonal Mar Barcelona for my next stay. If the service is this exceptional, I can only imagine that everything else at the hotel is just as outstanding! Thank you for an unforgettable experience! 🙌✨
Date of experience: February 11, 2025
We have stayed at the Hilton on S.President St in Baltimore several time each year but this time was the worst. Definately on the decline. -No doorman or lobby helpers - heating, refrig and microwave (??) buzzed off and on all night long - Closet doors very rough to close or open -Toilet kept running after flush - Fire alarm half pulled from the wall - Large heating access panel held only by 2 screws instead of 4 - map to "self parking" location was mouse maze and too small to read sign from garage with arrow read "hotel lobby 3" but lobby was on 1, but nothing in the elevator to indicate - Two desk clerks were the only bright spot (Feb.7)
Date of experience: February 8, 2025
Expensive, satisfactory. I had a nice view from my hotel room, nothing crazy but it was decent enough.
Date of experience: February 6, 2025