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
I wrote this email to the Blue Lagoon Miami manager, then included their specified complaints person, Christopher Nassetta, in customer complaints a week later and the complaints department a week after that and have had no reply. after nearly 4 weeks. Dear ******* My family and I stayed at your hotel in room 550, on Friday 14th April 2023, for one day before our cruise. We chose Hilton over and AirB&B as the other members in our group due to the level of quality that goes with the stay at Hilton and I did not want to risk ending up in a substandard accommodation after a 10 hour flight with 2 little children. We paid for a suite for 4 people and pre-booked a crib. When we arrived, we were shocked at the quality and facilities of the room. I have stayed and worked in Hilton Hotels throughout Europe on several occasions, and this is nowhere near the standards of any Hilton Hotel I have been to before. I immediately asked if we could change room but was told that the hotel was full and that the sofa bed mattresses are the same in each room regardless. The issues we had are listed here with photos attached. The second bed was a pull-out couch and there was no crib. The couch mattress was completely worn. It was so old, that you could feel every spring and had sharp bits of metal poking off the frame. It was also dirty, with cigarette burns and when I brought this to Reception’s attention, they told me this is what we paid for! There were blood stains on the pillow! Room service came and apologised, and it took another 20 minutes for them to replace the pillows. Electric sockets were hanging out of the wall, leaving live electric cables exposed. We had to barricade areas of the room from our 2 young children. The room was dirty. There was hair on the floor in the shower. The pull-out mattress, window nets and multiple pillowcases were stained. Our baby spilt water on the floor and we soaked it up with a towel and the towel turned bright beige, and not through colour leakage from the carpet, it was dirt! The balcony area had a 3ft square hole in the insect screen, which is essential, being a waterside hotel. I did not see the hole until I walked out onto the balcony and by then it was too late. There were hundreds of flies, a few of which flew straight into our room. The crib, for our 1-year-old baby, did not turn up for one and a half hours after arrival, even though we explained we had been travelling since 1am Florida time. I work in environmental health and in the UK, I would report this room to the Health and Safety Executive. I stay in the US every year and have stayed in cleaner, better equipped and more comfortable motels for a fraction of the cost. We had a very uncomfortable night as the pull-out was not fit for purpose, and we all squeezed into one bed. All 4 of us! Everything was dirty and stained. We were all bitten by insects and were having to constantly keep the children away from exposed electric cables and dirty areas. This is absolute disgusting, and I cannot believe we experienced this in Hilton. The rest of our group who stayed in an Air B&B and paid $100 for the night had a completely lovely, clean and fully functioning apartment. How do you justify charging $474 plus taxes for a room that would not receive even 1 star if you had an inspection in the room we stayed in? Following our stay we came to the check-out desk and asked to speak with a manager but where told that there was no manager available. I was given your card and was told to email you. I would now like you to investigate how a room in that state could be approved for use and expect a reply with an offer of refund. Regards In my experience, and a lot of others writing these reviews, Hilton's standards has fallen hugely over the last few years and if you do have a problem, the management actively avoid you and customer service and their specified complaints person, Christopher Nassetta, do not reply in anyway. Even when you supply the photos! I wish I could show the photos on here as they would make your toes curl.
Date of experience: May 12, 2023
US
Homewood Suites Denver Convention Center said they would charge my bill on 2 credit cards at the front desk when I checked out. The lady at the desk said they would do it. She apparently charged the card on file half and I swiped another card for the other half. I thought all was well. When I got home I see that the full charge was on the first card resulting in a large balance on my first card that I so wanted to avoid.
Date of experience: April 29, 2023
We received some great service from numerous employees from the hotel however we do want to mention one employee in particular - within the restaurant service team - Mohamed Ragab. My wife and I have been in the retail space for over 25 years and are able to recognise attentive service, warmth and talent. This employee has all the great foundations for further development and progression within the service industry. We would like to pass on our thanks to Mohamed Ragab for such lovely genuine service and wish him all the success for the future.
Date of experience: April 10, 2023
I am a Hilton member and was shocked the way the staff treat people No te alojes en este hotel, el peor personal y el mal servicio. Hazte un favor y reserva en otro lugar
Date of experience: April 1, 2023
There have been many reports of problems with Embassy Suites by Hilton at Miami International Airport, including water damage, bed bugs, and faulty appliances. Overall, Embassy Suites by Hilton seems to be an unreliable option for affordable hotel accommodation. Not to mention the lack of customer service and professionalism my Manager Benny and his staff. Embassy Suites by Hilton can improve its customer service and overall guest experience by implementing a number of strategies. Some of these include increasing the number of staff members available to answer guests' questions, providing better information about the hotel and its amenities, and ensuring that all guests are treated equally.
Date of experience: February 14, 2023
Hilton Hotels come with hidden "destination charges" when they will not tell you about if you verbally make a reservation. If you contact the local Hilton location to argue the charge, they will tell you its mandatory, imposed by corporate. If you contact corporate they will tell you its be charged by the direct location. Either way they refuse to help. If you talk to their customer service on the corporate line for more than 10 minutes they will blindly transfer you to get you off the phone.
Date of experience: January 11, 2023
US
Stayed at Hampton Hilton in Birmingham. Nice hotel but unfortunately had a rowdy, loud neighbour. I asked manager to resolve issue and was told it would be best if I move rooms - this was at 12pm. I reluctantly agreed and moved to a room next to a loud air conditioning unit so moved again at 3am. Not a great night's sleep! I complained to Hampton Hilton and i was offered a voucher for another stay at a Hilton Hotel - great. This was on 13 Nov and have still not received a voucher. I emailed the desk 3 times to provide my address to front desk manager Daniella Bichecu and assurred voucher was on its way. It didnt arrive. I called front desk to try and resolve but manager said its now "out of their hands" and unable to help any further. I was told to take it up with Hilton central (?) and provide me with a website address. This has also resulted in precisely nothing. Hampton Hilton could have smoothed over the bad experience but I have the impression they dont particularly care about their guests - first asking me to move and now not fulfilling the promise of a voucher.
Date of experience: December 31, 2022
US
Stayed at Wembley Hilton won’t be staying again . A disgrace that’s all I can say . Stayed two nights despite repeated attempts no one cleaned my room the cleaners were not bothered. The gym the sauna was shut they did not provide locks for your lockers saying you have to bring your own. No water was provided as well apart from a tap where all users had to drink out of with no cups. Room Service shuts at 10pm so no room service effectively at night. Standards have deteriorated so much used to be well managed they’ve obviously got a manager whose not capable or not bothered . I think the Hilton family really need to look at the way their hotels are managed their name is going under and quickly .
Date of experience: December 30, 2022
Horrible, rude and disrespectful. Franchaised HILTON KANSAS CITY AIRPORT. This is my 3rd time in this hotel and i last 2 stays were 25-26 and 26-28 nov. I am Diamond hilton honors and i went to their restaurant for breakfast around 6.40am. When i arrived, one employee arrived running, obviously she was late, another waitress was with me and i asked her for a doggie bag because i didnt have much time to seat for breakfast. She gave me a horrible look, when she arrived she just throw it on the table, and at that time i saw there were some pastries and i requested her if she can give me a smaller one because the pastries wont be nice and soggy if i put at the same container than the scrambled eggs. Being extremely rude said " we do not do doggie bags". I left immediately, i gave a complained to receptionist and i requested the manager number, she gave me the 1208 extension number. I called 5 times and i left 2 voice messages asking to be called. I called again and another receptionist told me that she will pass my complain and the assistant manager or manager will be contacting me urgently. Today, 10th december and i didnt hear from anybody from this horrible hotel. Let s see if bad reviews and huge complain at Hilton diamond elite will make them to be respectful and do their job properly. Dont reply this message saying u are sorry and u were busy for 2 weeks that u couldnt call me back or saying that this is not the experience u want to offer because ur franchise is so bad and shame on Hilton for franchaising to this horrible people
Date of experience: December 10, 2022
We spent 2 nights at Hilton in Cincinnati downtown, we had wedding event. Got in around 3:30 on Friday $ had to dress for rehearsal at five. Room not ready & wouldn’t be for few hours. My son stays at Hilton & is diamond customer. He was able to get room by signing in online. So we four got ready in his room. Saturday we showered & ask desk for clean towels. Went back to room mid afternoon & no towels, called & ask again. Dressed for wedding, came back around the 11:00 pm. Still no towels, called desk & they said they had no clean towels at all & wouldn’t till next day in afternoon. I told them we needed to shower & leave before 11. He again said no towels & could have cared less that we couldn’t shower. Got dressed next morning & went to breakfast, went back to room for belongings & therewas lady cleaning rooms & on her cart were clean towels. Hmmm, think we could have had clean towels for shower. Just not impressed with this situation.
Date of experience: October 7, 2022
