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
US
Rang up customer services to cancel a booking. Advised its a free cancellation and have been charged. Rang customer services 3 times and advised I will get a call back. I am a gold member and very poor service. Will have to report this to the bank to claim my money as its not an authorised payment
Date of experience: March 6, 2024
Hilton hotel vilamoura Stayed here in February absolutely fabulous hotel. Staff excellent couldn’t do enough for you. Accommodation superb. Facilities everything you would need on site. Food excellent highly recommend Only problem I didn’t stay for another week Thank you Excelente 👍
Date of experience: March 2, 2024
Asunto: Hilton La Romana, todo incluido, solo adultos. Reserva con TUI. Filtro Republica Dominicana, TRANQUILO... Si cree que ha reservado un hotel tranquilo prometido por TUI, rápidamente se equivocará. Especialmente cerca de la piscina, pero también en otros lugares, hay ruido constante durante unas 12 horas, que puede durar más y una vez (26/27 de enero) toda la noche hasta las 6 de la mañana, supuestamente debido a un defecto técnico. A pesar de las peticiones urgentes en recepción dos veces por la noche, el ruido no cesó. Esta molestia constante consistía en disonancias indefinibles (para nada música caribeña) que emanaban de parlantes ocultos durante horas. En la playa privada (de 250 m de longitud para multitudes apiñadas en hasta 778 habitaciones) sonaban los altavoces de los barcos atracados. Y me permitieron soportar eso durante 32 días. Por supuesto que te preguntas: ¿TUI no lo sabe? Difícilmente imaginable. Supuestamente hay empleados de TUI en el lugar. ¡Así que TUI miente deliberadamente a sus clientes! Y, por tanto, encaja perfectamente en el grupo eufemístico de los proveedores de viajes. Pero los gerentes del hotel también se sacian; Obviamente, el mono malvado los muerde y piensan que lo único que quieren los huéspedes es tener el mayor ruido posible en sus vacaciones en el Caribe después de un largo viaje y una tarifa diaria considerable. ¡Les deseo mucho éxito con esta estrategia! ¿Crees que las habitaciones son al menos razonablemente silenciosas? Piénselo, varios bloques de hormigón (estilo de construcción de posguerra, al menos no de estilo colonial español) de 3 plantas, cada uno con unas 60 habitaciones, están apiñados. El aislamiento es lamentable o inexistente. Ya me recuperé del todo incluido gracias a la experiencia que tuve. El hecho de que en este hotel haya cien empleados en constante movimiento, sonriendo agradablemente y siguiendo literalmente a los huéspedes allá donde vayan, no tiene absolutamente nada que ver con la calidad. Por el contrario, sería apropiada una presencia sutil de fondo. ¿Y la sostenibilidad? Entonces, ¿qué es eso? No sólo se tiran constantemente alimentos, sino también agua (= agua potable). Las luces están encendidas en todas partes, incluso durante el día. Cada día se acumulan montañas de plástico y miles de toallas de playa son metidas en las lavadoras las 24 horas del día. Y ahora la comida: Se recomendaron sopas, pescado y la barra de pasta y la barra de muesli para el desayuno. Por lo demás, las verduras cocidas nunca se cocinaban y en su mayoría estaban frías, como alternativa al pescado había mucha carne barata. Suficiente no significa alta calidad. Barra de frutas: no mucha fruta diferente, muchas manzanas probablemente de Chile, piña, papaya y melones, a veces kiwi y plátanos, y también había melocotones... ¡¡¡en lata!!! Y esto en un país tropical donde hay muchas frutas diferentes. El café del desayuno, el pan y las mermeladas industriales no podían ser superados en términos de horror. Sólo la miel natural estaba bien. Las habitaciones: contenían todo lo necesario. Sin embargo, el confort se ve diferente y había todo tipo de ruidos molestos que, como en la habitación 3310, se transmitían a través del aire acondicionado. TV: caída por un total de 2 días, por lo demás funciona razonablemente bien. Lo mejor fue el WiFi, que siempre funcionó bien. Me gustaría elogiar la cafetería, donde el café también era bueno y el personal fue muy atento. El final de la historia: Hilton La Romana...nunca más. TUI: ¡NO, GRACIAS!
Date of experience: February 10, 2024
Just tried several times to log on and book a hotel stay. Failed their verification every time. Last time I booked, I had to telephone their "toll free" number because I could not book online. Only problem was it is not "toll free' from the UK as shown on the website and it cost me over £10. Looking for another hotel chain.
Date of experience: January 23, 2024
We have a large family. In hotels, we really like a separate bedroom (with door between living room), which is hard to find these days! Other hotels with these floor plans are hard to find. Home2Suites usually always has 2 room floor plans. Clean amenities, decent (nothing exciting) hot breakfast. FYI - Watch out for "all rooms pet friendly" if you have allergies!
Date of experience: January 17, 2024
US
absolutely disgusted with the reply from Hilton guest assistance, Tempo NY Hilton Times Square putting a pending charge holding £528.74 from my funds with no explanation. Long list of excuses from stating my 17 year old son booked the room? 17 year old ?? An he cancelled so was late payment charge before we arrived in New York no emails nothing about any cancellation. How on earth how is that possible? 2nd room was booked. We only booked 1 room. They refused to dealt, refused to cancel the holding pending charge and kept fobbing off stating nothing to do with them when their hotel name is still on my online statement.
Date of experience: December 30, 2023
US
I had some customer service issues with Hampton Inn Uptown - University of Cincinnati in Cincinnati, OH with rude desk clerks and a manager with a sullen tone over the phone that also doesn’t return emails and voice messages. They also attempted to take a $154 authorization for incidentals for a three day stay. When describing an incident to the manager about a person I hadn’t seen and was trying to identify, I said “she had an African-American accent“. The manager started admonishing and chastising me and told me how inappropriate I was. Just hours away from arriving at the property and checking in, she canceled my reservation and told me to stay somewhere else. Called Hilton corporate to complain. They filed a case and did an investigation. Their investigation, without talking to me, concluded with them recommending I not stay at the property and giving me 10,000 points for my inconvenience. When I sent several emails saying the response was unsatisfactory, they ignored me. UPDATE: The manager of said property keeps escalating the issue by responding to my reviews I left on several online platforms and calling me a racist. She also has been getting the reviews deleted, which I keep rewriting. She also got me banned from Yelp for ultimately leaving a factual review that did not address her disparagingly.
Date of experience: December 26, 2023
US
Hilton are now such a joke they encourage people to stay many nights to become Gold or Diamond members but allow all there hotels mainly franchise to renege on all MyWay benefits or make it totally impossible to use or get any sense in US hotels of how much you get and where you can use it. It’s just not worth the effort but have you hooked because of loyalty they certainly do not appreciate. Well not me I won’t use Hilton Hotels again Marriott Bonvoy is a much better program.
Date of experience: December 20, 2023
Hilton York - Cold damp room with mould on ceiling and walls even the iron was full of mould. The heating supplied was a plug in radiator, the room was cold and had a damp feeling too. Price £366 per night for a basic double room that was disgusting to stay in, be warned, you have been told, use a different hotel dont be ripped off like we were, no acknowledgement of complaint no response just told to email
Date of experience: November 20, 2023
US
The Homewood Suites in Trooper, PA is a good location for walkable restaurants, Starbucks and a Walmart. But this property is in serious need of an update. Our suite was tired-looking and OLD. Missing closet door, beat-up furniture, dusty kitchen appliances. On the plus side, the bed was decent and the HVAC was quiet. And they did bring us the extra towels we requested. (Two bath towels for a four-day stay is not enough!) The outdated decor, draperies and carpeting were all quite unappealing. Hope the place is on the list to get renovated soon.
Date of experience: October 25, 2023