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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Hilton Guest Assistance Case # 215808578 I recently stayed at the Canopy by Hilton New Orleans - Downtown and encountered a significant issue that has left me extremely dissatisfied. During the reservation process, I was explicitly informed by a reservation clerk at the hotel that the distance to the Ernest N. Morial Convention Center was 0.12 miles. Based on this information, I made my booking. However, upon arrival, I discovered that the actual distance was 1.4 miles—far more than what was communicated to me. This misinformation caused me considerable inconvenience and an additional cost of $225.00 to secure the correct accommodations. When I brought this issue to Hilton Guest Assistance (Case #215808578), they reviewed my complaint but ultimately dismissed it, stating that the website accurately lists the distance as 1.4 miles. However, the misinformation I received was not from the website but directly from their reservation staff. I hold Hilton accountable for the inaccurate information provided by their staff. The lack of willingness to reimburse me for the additional costs incurred due to their error is unacceptable. This experience has not only cost me money but has also significantly diminished my trust in the Hilton brand. I urge Hilton to reconsider their stance and provide the necessary reimbursement of $225.00. This would demonstrate their commitment to guest satisfaction and accountability. Until this issue is resolved, I cannot recommend staying at this property or trusting the information provided by Hilton's reservation staff. I hope that by sharing my experience, other potential guests will be aware of the risks involved. Thank you for your attention to this matter. Best regards, Bill Grayson, MHS, LPC President/CEO Gold Banner Beauty Products Chicago, IL. 60615 (office)773-256-0540 (mobile)773-559-6119
Date of experience: August 30, 2024
Gatwick Airport. Ohh dear where do I begin.... the receptionist could barely even speak to us when checking in pretty much ignored us no manners whatsoever ever!! When we got our room card I accidentally swiped the wrong room door and it actually let me in to someone else's room!!!! I was so concerned I went to a member of staff and complained as I was worried that someone could also do the same to our room and the staff member showed absolutely no concern whatsoever!!! The room was clean and tidy. We had a drink in the bar and was charged £2.50 service charge!!! So decided to take a short walk to the north terminal entrance and had some drinks in Giraffe and Wetherspoons which was significantly cheaper. 
Date of experience: August 12, 2024
My Son visited the Hilton Hotel Watford on the A41 he arranged to meet a Friend there for Tea also I asked if he could get information on hiring one of their rooms for a function he tried to put his vehicle number in the machine was told he had to spend £10 per person first to have it authorised he spoke to service desk manager who told him he would be charged just for entering the area after 15 mins arguing with the person he drove out and went next door to the Toby Carvery signed in on the machine had tea with his friend with no problem at all I telephoned The manager today Spoke to Manager Sally who said rules you must pay parking even if staying at Hotel Will never use Hilton Hotels again and they have now lost out a booking for 500 Guest on a Function Room and a number of guest would have booked to stay over
Date of experience: August 6, 2024
Warning - do not sign a contract with Hilton Metropole Hotel at the NEC this hotel unless you are absolutely 100% certain you can honour the commitment. We are a group of volunteers who wanted to organise a not for profit, once in a lifetime reunion event. We were over promised, told not to worry about the contract commitment, the hotel is completely flexible, they will work within our budget and it turns out it was all a falsehood. We were misled. Pure greed, and certainly not to be trusted!
Date of experience: August 2, 2024
Hilton Paddington London. Disappointed. Positives first though. Excellent location, room was clean, the bed very comfortable and the breakfast was good. But, for a four star hotel and the money you pay, it was lacking. The room was a good size but had no fridge, (just an empty cupboard where it should have been), this meant that there was no milk or cold drinks etc, no robes or slippers (just those extra things that you’d expect in a Hilton), and no bar or snacks. I think it relies on the location and name. As a frequent traveler, I will go back to staying at The Raddison Blue at Heathrow airport as it never disappoints.
Date of experience: July 19, 2024
Great experience staying in Hilton very clean and comfortable!!!
Date of experience: July 15, 2024
Ich war immer sehr zufrieden mit der DKB Hilton Kreditkarte. Habe immer die 20k EUR Umsatz p.a. geschafft, um den attraktiven Diamond Status zu behalten. Nun hat Hilton die Pferde gewechselt und bietet eine neue Kreditkarte an, die völlig unattraktiv ist. Man muss üppige 40k EUR p.a. erreichen (das doppelte Volumen wie bisher), um Diamond Member zu bleiben. In der heutigen Zeit von Zoom und Home Office und sinkenden Business Travel Quoten eine klare Fehlentscheidung. Da werden viele ab sofort mehr Bonvoy buchen. So wie ich auch.
Date of experience: July 10, 2024
US
Good points We stayed at the Lindian Village Beach Resort by Hilton Curio Collection. The property on arrival was beautiful, and the bedroom suite upgrade we were given was a genuinely nice gesture although it came with a surprise 70-euro charge which was never mentioned when we booked with the OTA. More transparency is required for this. We had a stunning King Bohemian suite with a private pool and a lovely wooden decor which we were happy with 😊. Especially, as it was my daughter's 18th Birthday and I particularly wanted to do something special for her. In the last 8 years, she developed a very bad skin condition that has left her scarred from head to toe. Being light-skinned, whenever she went to school, college or out in general, she would be bullied by teens her age or worse stared at very badly like she was a leper by adults. Naturally, these events have caused a lot of traumas to her and severely impacted on her confidence when interacting with people. My daughter has always loved water as a young child but hasn't touched public water spaces in almost 9 years. Having the private pool helped her to smile again and feel free. That week of freedom hugely increased her confidence to try and go to a public pool again or beach not wearing a bathing suit but to start by wearing a modest covering suit and I am especially grateful for the upgrade because this development would not have inspired her otherwise to even entertain such a thought. The breakfast and room cleaning staff were friendly, warm-hearted, and welcoming, and could not do enough for you. Not so good - Unfortunately, a few things: Upon my initial contact with the hotel to plan a surprise 18th birthday cake for my daughter (as done in the past at the hotel Excelsior in Venice for my other two elder daughters now aged 28, 24). I wished to make this birthday a memorable one also for my youngest child. As she had wanted to visit Greece. I thought it would be perfect to try Hilton. I had heard things about them before. Nonetheless, I wanted to form my own opinion. First, communication response times from this hotel are extremely poor. I sent an enquiry and did not receive a reply until almost three weeks later. When i was finally contacted and had clearly conveyed my requests. I was told by the Guest Relations Manager - Kallia through communications (which I have the emails) even after having asked twice for the cost in advance "The cake is on us". Although, I was more than willing to pay for it because I wanted her 18th to be special. My daughter has certain dietary requirements related to her skin condition and again I clearly relayed the request of what I wanted and once more asked for the cost or quote. No mention of euro payment was communicated whatsoever. On the day of her birthday, we arrived back in our room and saw the cake. In all honesty, it was okay, but it certainly did not blow me away, not like the cake made in Venice at Excelsior. Very substandard. The cake was also chipped in the icing on one side. Now, do not misunderstand me, I was deeply grateful for the efforts and kind gestures put in place, however gravely disappointed all at the same time. I would not have minded paying for an excellent cake if it had given me all what I had requested. I had clearly expressed to Kallia my daughter was fussy and I asked for the cake to be made in a specific way. I received a red velvet cake which she wanted but it was topped with fruits (strawberries, raspberries, and blueberries). After my daughter removed all the fruits, she cut it and inside the cake centre was filled with strawberries. She did not even eat a quarter of it and the rest we had to give it away to the room cleaning staff because my daughter does not eat those fruits and is profoundly allergic to strawberries which the cake was drenched in. On check out surprise charge 60 euros for the cake!!! Reduced to the latest information being communicated (less than 3lbs in weight cost 30 euros) I was incredibly angry!! Simply because I had asked before my arrival and was not told this. Then there was room service - terrible! I ordered a rack of lamb and baby potatoes. I received 90% fries and three sticks of lamb fat with meat from the chop about the size of a 10p coin all for 22 euros! I refused to pay for this because it had arrived cold. The burger also ordered was filled with bacon ( I do not eat pork.) The breakfast buffet was disappointing there were not a lot of options - no Halal present at all! I felt stuck everyday and yet had paid for breakfast but did not eat any just a hot chocolate and croissants. I do not recommend this hotel unless you want poor food at a high price and want to feel stranded in the middle of nowhere. The location is completely isolated and you will need a rental car to get around. Not worth the £2,000 + stay at all.
Date of experience: July 9, 2024
US
I recommended staying at the Edinburgh Carlton Hilton hotel in April 2024 to colleagues from Canada. Reason being it’s close to the High Street and centrally located. I stayed there several times pre-pandemic, when it was a decent hotel. On arrival this Hilton was more like a building site with temporary check-in desk, boarding which sealed off the entire main front lobby, main staircase, bar and dining room areas. There was a strong smell of cement dust and other chemical smells throughout the hotel. On the upper floors there was more boarding and dining room with no windows, and a small temporary bar with limited choice of food and drink. My colleagues and I also shared this space with several mice which were running around the bar area while the staff watched and laughed. We didn’t find this so amusing as we’d just ordered food. There was no pre-warning given at any stage when reserving rooms. If an honest appraisal of the state of this hotel had been given at time of booking, neither my colleagues or I would have stayed here. Reason I’m writing this review now is that I called Hilton ‘Customer Services’ on 3 separate occasions to report the experience. I asked for management’s feedback but nearly 3mths later, I’ve had zero response from anyone at the Hilton Carlton hotel or customer services.
Date of experience: June 29, 2024
Why is the Hilton hotel Cambridge charging so much for a small dog . £40 a night is excessive
Date of experience: March 17, 2024
