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
Raj at reception was wonderful. Early check in as room was available. Room was large and well appointed. Hotel is well positioned to explore the area and for SaddlersWells. Lovely breakfast and again very helpful pleasant stay. A couple of maintenance issues which we discussed with Raj on departure otherwise it would have been 5 stars.
Date of experience: January 28, 2025
I was a member of the health club at Waldorf Astoria West Bay Doha. It’s important to stress “I was” because a deeply unsettling incident led me to cancel my membership—an incident one would never expect to encounter in a Waldorf Astoria property. The issue arose when the hotel changed its health club access policy, moving the entrance from the 39th floor to the 40th floor, without notifying me. One day, as usual, I pressed the button for the 39th floor. To my shock, the elevator deliberately stopped at the 17th floor, preventing me from reaching my destination. Through the intercom, I was instructed to either proceed to the 40th floor or return to the ground floor. When I insisted on continuing to the 39th floor, the elevator lights were briefly turned off, seemingly as a way to pressure me into compliance. This action left me feeling extremely stressed, anxious, and most importantly, unsafe. I raised this issue with hotel management, but the responses have been unsatisfactory. The General Manager initially claimed that the 39th-floor button had been deactivated but later contradicted this by denying the elevator was deliberately stopped. Moreover, my attempts to escalate the matter were ignored. Neither Mr. Guy Hutchinson, the regional leader, nor Mr. Simon Vincent, Hilton’s Senior Vice President for Europe, Africa, and the Middle East, have responded to my emails. This silence demonstrates a disturbing disregard for customer satisfaction and wellbeing. Waldorf Astoria West Bay Doha left a paying customer in the dark—literally—in an elevator. The lack of accountability and empathy from both the property and Hilton’s senior leadership is unacceptable. This incident has permanently shattered my trust in Hilton, and I will never visit a Hilton property again.
Date of experience: January 27, 2025
We stayed at Syon Park Hilton in London it is in an amazing location, beautifully kept, very clean but also wonderful staff. Very helpful and friendly. But the best thing was the breakfast, best breakfast I’ve had in a hotel for years. Thanks
Date of experience: December 29, 2024
US
Wij verbleven in Hilton Green Plaza, Alexandrië. Een fijn hotel met vriendelijk personeel. Hoewel je zachtjes de menigte van de mall beneden hoort, vonden wij dit juist prettig en rustgevend om bij in slaap te vallen. We verbleven meerdere dagen in Egypte en hadden dit hotel voor slechts twee nachten geboekt omdat we meerdere plekken wilden zien. Achteraf hebben we spijt dat we hier niet langer zijn gebleven. Het was een geweldige ervaring! A great hotel with very friendly staff. You can hear the crowd from the mall downstairs faintly, but we actually found it soothing and relaxing to fall asleep to. We stayed in Egypt for several days and only booked this hotel for two nights because we wanted to explore other places. Looking back, we regret not staying here longer. It was an amazing experience!
Date of experience: December 28, 2024
US
We recently stayed at the Hilton Angel Islington London and did not enjoy the 2 nights stay due to not be able to upgrade even though we booked way in advance plus the room was small and the bedding was not clean and looked dirty grey with stains. I did leave a polite note to change bedding only to find it got worse. This is my first time writing a negative review but the staff just ignore us saying they were overbooked and we still have not received our electronic Receipt of Stay?
Date of experience: December 25, 2024
US
Kom ikke her det levede slet ikke op til mine forventninger og måden de håndteredes problemerne på var slet ikke tilfredsstillende. Vores første nat var der ingen varme på værelset der var iskoldt og fyldt med skimmel svamp i vindues karmen. Vi blev tilbudt 10% rabat hvilket overhoved ikke var tilstrækkeligt. Dagen efter fik vi et nyt værelse dog kun med 2 håndklæder selvom vi var 3 personer på værelset, da vi bad om ekstra fik vi at vide at de var løbet tør. På vores nye værelse fungerede varmen men blæseren for varmeanlægget lyder som en bil der holder i tomgang. Da klokken var 02:00 blev vi nødt til at slukke den. Nu vi alle blevet syge. Klokken 23 på vores første værelse konstatere at der ikke er noget varme på vores værelse går en af vores hovedpersoner ned for at anmelde problemet på 3 etage som er den etage vi bor på møder han manageren fra hotellet som beder os om at rapportere problemet i receptionen han går ned i receptionen hvor han anmelder problemet manden i receptionen ringer til den ansvarlige og efter 20 minutter og 2 rykkere kommer den samme person som han mødte på tredje sal ned og siger at der ikke kan gøres noget ved problemet uden at undersøge det. Hotellet fastholder at der inetet er galt med deres varme anlæg alligevel kan vi se at der er flere værelser som hver aften får ude leveret små radiatorer. kan virkelig ikke anbefales.
Date of experience: December 7, 2024
We stayed in the Niagara Hilton on Fallsview Road. The hotel lobby, pool, gym , restaurants are beautiful. We stayed on the 39th floor with an awesome view of the falls. The room was spacious. However, the furniture was dated and did not meet our expectations based on what we saw downstairs. The bed was comfortable though and it was huge. The hotel food and beverage prices are really high. We suggest that you eat and drink elsewhere…. Food was just okay at their primary restaurant The Watermark…. You can buy alcohol at the local LCBO. I would go back ! Great location and near Clifton Hills which was fun. Great place for everyone!!!!
Date of experience: September 29, 2024
I booked a room for 2 days for my partners 25th Birthday and after the experience we received from what is meant to be a high-class and professional company it was nothing but a big let-down. When we got their it was absolutely rammed with customers, no sense of direction of where to check in. We booked a room near the lift as my partner has walking difficulties upon check in we were told their was no rooms available. Management need to check up on their house keeping team / staff as both mornings from 8am - 12noon we could hear none stop banging of them going in and out of rooms to clean it, we came out and saw that they put the door on a latch so when they walked in and out the door would slam which is really bad. We were on the fourth floor and it was just terrible. We asked for a mini fridge which we got some dirty black mini fridge which had chocolate stains inside and out of it the staff member that bought it to us had no customer service at all he could have seen it and cleaned it. The room itself where the cups and teas and coffees were was not cleaned all dusty as a whole the cleaners only give a light clean so much dust everywhere. We took pictures of the dirty fridge.
Date of experience: September 26, 2024
I am a Hilton Honors member and have a review on the Hilton DoubleTree inat Sea-Tac. I made a reservation for one night on Sept. 13th and wasn't informed that it would be $36 to park my car! The next.morning we went down for breakfast and were informed that it would be sit down and we had to pay for it. We had no idea! When we didn't stay I asked for coffee and was told that again we had to pay for it at a coffee bar! The rooms were way overpriced and severely outdated with dark hallways and dismal room furnishings. Bed was your typical mattress, very comfortable! Just because it is near the airport is no excuse to gouge your loyal customers!
Date of experience: September 16, 2024
US
Case # 217515540 & 217515540 Disappointing Experience at Hilton Niagara Falls - Diamond Member Treated Poorly As a long-time loyal Hilton Diamond member, my recent experience at Hilton Niagara Falls was nothing short of disappointing. Despite my Diamond status, the reception team gave me false information, claiming the hotel was fully booked and refused to honor the upgrade benefits, even though over 300 rooms were available at the time. It felt like they were playing games, insisting they were "fully booked" when I could easily book a room online. I spent over an hour speaking with various staff members with no success. The desk management openly admitted that on weekends, they choose not to upgrade members, which directly contradicts Hilton Honors membership perks. Even after contacting Hilton Online, who reached out to the hotel, the hotel team continued to lie about availability. I was able to book a room to prove the point, yet the hotel staff still wouldn't budge. The management here lacks professionalism and respect for their guests. I wrote an email to management, only to receive a generic "We are sorry" response with no follow-up. After years of loyalty to Hilton, this experience has made me reconsider my brand preference entirely. It's clear that Hilton has lost its customer-centric approach and treats it more like a marketing ploy. To make matters worse, after raising my complaint, they downgraded my status to the lowest tier, which speaks volumes about how much they value their loyal members. I will be looking elsewhere for my future stays, and I encourage others to think twice before booking here.
Date of experience: September 10, 2024