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
Double Tree Hilton at Bletchley. Have used them before but today when I arrived for my early check in which was agreed on the phone - they didn't have any notes about it. I was asked to go back at half twelve (midday) but then I realised that there are now parking fees of £8 overnight. I was going out in the evening and my friend would also have had to have paid for her car parking too. So I didn't book in in the end. Won't use again.
Date of experience: October 20, 2023
Hilton The Walk is not worth the money. It is an Old fashion hotel where everything is worn out. Floor carpets are flushed and ugly Very bad toilet facilitied, and a boring restaurant. Three elevators to serve 43 floors makes you have to wait a Long time. Hotel is not at the Beach as it look like on the HomePage. You must cross the Street and Pass through the Hilton Jumeirah Hotel to visit the Beach. Staff is friendly and food is ok. But choose another hotel and get what you pay for.
Date of experience: October 19, 2023
US
Booked a deluxe room at Hilton London Gatwick Airport 5-6Oct 2023 No hot water in the bathroom, reported to reception who sent an engineer. The engineer advised to turn on all the taps and leave running for at least 10minutes and that this was the only way to get hot water through the system. He also said that this problem was ongoing from previous 2 months. We did as advised but still no hot water resulting in a cold water wash at the basin in this Hilton Deluxe Room. Why are Hilton charging top prices and putting guests in room with known problems. A week prior to this we also stayed at the same hotel and our assigned room had electrical sockets hanging loose on the wall above the dressing table surface. This was also reported at the time. Shabby service from Hilton London Gatwick Hotel. We will not stay with Hilton again.
Date of experience: October 8, 2023
US
I mailed a package to myself at the Home2Suites in Clermont, Florida. USPS tracking proves it was delivered. Hotel said they never received it. Or they sent it back. They don't know, and don't care. No offer to reimburse me. Sad! They would rather lose my business forever than pay me $56 for what was in the package. Not very intelligent business practice. And not very nice or helpful people. Incredibly frustrating experience with an unsatisfactory ending.
Date of experience: September 20, 2023
US
Well just spent a night at the hilton T 5 at heathrow. Firstly no complaints about the room and public areas but the restaurant was another thing. Only able to serve 4 meals off the menu because the gas is off! What! That’s no way to run a business so burger, fish and chips, pizza or salad was all we were offered and the staff seemed to think that was Ok. we paid £50.00 for 2 burgers and were as good as told to be great full. Nothing in easy walking distance. In addition the speciality Indian advertised on the website closed 9 months ago in Jan Syras Todawaller obviously pulled out and no wonder. The good news was everything will be back to normal tomorrow. Some help when you are at 35000 feet. They know that and just do not care
Date of experience: September 6, 2023
Very disappointed. Stayed 4 nights at a homewood suites in Austin Tx. Was due to get points on my honours acct but never did. I was told yes it will be on the acct the next day. Well I’m still waiting. Then the agent passed me onto someone who basically hounded me down trying to sell a 4 night stay in the US. IM NOT STAYING AT Hilton hotels again,
Date of experience: August 20, 2023
Terrible noise from the nightclub up till middle of the night, I would not recommend this hotel at all ( Hilton Garden Inn Pune)
Date of experience: July 29, 2023
No working shower or bath in room. Reception staff not interested. Apologies but no action, no compensation even after initial agree of 50 euros refund which was reneged as booked through agency and not direct to hotel. Wasted hours trying to get some sort of recompense and phone Hilton Customer Service who after a number of e mails offered a grand total of 5000 Hilton points about 30 euros in value. Total waster of time trying to complain and appalling service to have high end hotel provide a room without working shower and bath.
Date of experience: July 27, 2023
US
EL HOTEL HILTON HACE AGUAS EL dia14/06/23 llegue al hotel Ramses Hilton de El Cairo y me dieron una habitación inundada y cayendo agua encima de las lámparas halógenas , la Gobernanta que vio cuando dio el ok a esta habitación? Posiblemente no la vio pues el agua que había en el servicio era de mas de un dia. Después en el comedor y en recepción tienen una organización muy desorganizada. Para cenar si pides agua no es nada barato 83,82 LibrasE =2.85 €, pero esto no es lo malo, lo peor es que no te dan justificante de lo que firmas (esto es ilegal) te dicen que estará en recepción para que lo veas el dia que pagas. Pues bien yo el dia 14/06/23 pedí una botella y me cobraron 3, cuando pido en recepción el ultimo dia (16/6/23 turno de tarde 21 h) que me enseñen los justificantes que yo he firmado, no los tiene me dijeron que en una hora vendría el camarero con los tiques; Yo me fui a la cama muy molesto y les dije que lo iba a poner en todas los portales especializado en viajes de todo el mundo. A las 23:30 toca el tfno. de mi habitación y me dicen que ya tiene los tiques, les digo que por la mañana lo veos, me dan el ok ,; Pues bien por la mañana que es el turno de noche, pues yo me iba a las 5 de la mañana, no me hacen caso y no tienen los tiques y me dan otra vez la factura con el cobro de 3 botellas , y les digo que es ilegal lo que hacen se ríen y nada más. A todos los posibles futuros visitantes, les recomiendo, que pidan encarecidamente el justificante de todo lo que firmen ya que les puede pasar lo mismo y protesten por la habitación, ya que solo tienen unas pocas reformadas de las aproximadamente 600 que tienen en total “ Lo mejor que pueden hacer es anular la reserva seguro que ganan “
Date of experience: June 22, 2023
US
Got chest infection because of the room`s tempreture I stayed at Hampton by Hilton Munich City West on 13 and 14 May 2023. First i want to write about positives Breakfast Recepcionists Breakfast was excellent and receptionists were all helpful eventhough their help sometimes wasn`t enought to solve my problem. They kept my suitcase before checkin and after checkout time which was really helpful. Unfortunately i had my worst experience at your hotel and got chest infection which i am still suffering and still on antibiotics. When i arrived the hotel it was a very rainy and cold day. Aircon was on and room was freezing. I switched off the aircon and tried to turn the heating on which wasn`t working. Then fell a sleep and woke up in a few hours. Then i noticed my throat was already gone and was feeling very weak. Went to speak to the receptionist for some help. She said she will set it for heating now and i was going outside at that time. I was back in a few hours and noticed room was still cold and then went to complain again. There was another person who came with me to the room and said unfortunately that`s how it is in all room. So basically it wasn`t heating at all. He said we can change your room but it wouldn`t make any difference. Then offered giving me a heater which i thought would be helpful but unfortunately heater was smaller than my hand and wasn`t even heating itself which was really ridicilous. Had to stay 2 days in that cold room and got even worse. Now on antibiotics and still not feeling well... Heating have to be fixed and i don`t think i am going to visit again any Hilton hotels in the world.
Date of experience: May 25, 2023
