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.
No description available yet.
Website
www3.hilton.com124 total • Write a review
I recently attempted to get back $25 from a pet fee I was misquoted and was told at check-in would be $50 and was charged at $75. After numerous emails and conversations it seems they will be keeping my $25…. I guess Hilton/Hampton Inn can’t afford to stand behind what their staff tell guests?? They should contact Chewy to see what customer service should look like in my opinion.
Date of experience: September 13, 2022
US
My husband has been a very long standing Hilton business customer, in Hilton terms a diamond customer for almost a decade. Like most of us we use his business points to subsidise our family holidays. After our last fully self paid holiday in Dubai (Hilton Dubai the walk) I have to sadly say, that we won’t ever stay at the another Hilton hotel again. It certainly feels as if Hilton doesn’t really care about it’s customers. We have taken our concerns to their customer relations department as-well, with no response. We certainly felt that way recently in July 2022 when my 2 year old daughter was physically harmed by a badly maintained property at Hilton the walk. She required overnight Emmergency surgery, as devastating as this as a parent, the hotel has constantly ignored us, and fobbed us around to their insurers who have fobbed us to their reinsurers. I am not sure what the end goal of it all is as medically we were well cared for by American Express. All I ever wanted was a simple heart felt apology and an action plan as to how they would fix the issue for and so that it wouldn’t happen again. The Dubai the walk staff have constantly belittled the pain and suffering caused and have ignored us. If something of this sort would have happened at a proper hotel chain like Marriott, IHG or even Accor, we would have expected to have spoken to the hotel manger instead at Hilton we were handed off to the front desk staff who really had no power or authority. It’s sad to see a decade long relationship and loyalty to a brand come to an end. Ps when we visited the Hilton’s Jumeriah beach hearing about the conditions they keep their staff in was shocking. We recall talking to an African origin Cleaning staff at the beach, and his story of how he struggled on a day to day basis with living cost in Dubai whilst being paid dismally by Hilton. We honestly felt sick to our core thinking about how the staff must feel when they see affluent western tourists visit their hotel. A story that really upset us was from a Philippine origin server who was so nice to our 2 year daughter as she reminded of her little daughter of the same age. She hadn’t seen her daughter in a year and a half as she couldn’t afford to travel back home. It all adds up, poorly treated staff = unhappy staff = bad culture = dangerous properties. Please we urge anyone with kids to avoid at-least these Hilton hotel at all cost. If you see a problem point it out to the hotel and force them to fix it before someone gets injured. These properties are very badly maintained. We will repost our reviews on other platform to keep the message going out to all those that want to travel and stay at Hilton properties and have little children.
Date of experience: September 11, 2022
DO NOT BUY HILTON GIFT CARDS AS NO HOTELS KNOW WHAT THEY ARE SO YOU CANNOT SPEND THEM. HILTON ARE SELLING GIFT CARDS UNDER FALSE PRETENCES ON THEIR WEBSITE
Date of experience: September 3, 2022
Hello, I was there for the reunion 7-15/17-2022. My room was under Breathy Jones, my room was 320. WOW!!! When I entered it was wonderful. Bed perfectly made, bathroom spotless, temp.of room great & smelled nice. So from the beginning of the stay til the end was great. Now the room attendant "NyKimbria Allen", was super. Her beautiful smile😁, outgoing personality🤗, & caring spirit every time was great😉. This young lady is surely a great quarterback for your hksp. staff. Will you please Reward her in some way??? Her appearance was so on point❤❤❤. Thank you so much for a great stay. ( front desk NEVER picked up the phone my whole weekend stay 😣 every time I got a busy signal )...I only wanted a wake-up call. NyKimbria Allen, thank you for ALL you do room attendants matter 👍🙏.
Date of experience: July 18, 2022
Home 2 Suites by Hilton Stayed at this establishment in Miramar, FL for a month. They put thru charges DAILY, everytime a different amount. The charges were so irregular my bank put a temporary hold on my account for fraudulent charges. I went to the front desk FOUR different times, not once did anyone acknowledge this activity nor offer any assistance. I called Hilton Honors, explained my situation, AGAIN was told they couldn't find ANY charges. Upon review with my bank, the hotel put thru four charges (paid) for $3,187.44 My charges were to be $1888.00. At the time of this writing, I AM STILL ATTEMPTING TO HAVE THIS RESOLVED.
Date of experience: July 1, 2022
Double Tree Hilton @ La Torre Golf Resort. Roldan I booked the hotel through Expedia, on arrival I was told I had cancelled my booking ! After calling Expedia this was rectified and to my relief the anxious moment was over. The hotel was clean and the facilities were good. Yet I found myself having to ask for things that should have been standard and there seem to be a lack of attention to detail. 1.No drinking water in the gymnasium despite asking twice . 2 Having to ask for towels in the room after it had been cleaned . 3 Complimentary body wash not replaced after it had bern used . 4. Flies on the fruit at breakfast were then covered and yet the next day the same again . 5. No warning of a wedding taking place by the swimming pool until late at night despite the fact we had upgraded to a pool view for tranquility . 6. Preparation for the wedding sound checks , moving furniture whilst we were relaxing. All this is just not acceptable when you have come away to relax and to be looked after . It is a misrepresentation of what Hilton Hotel stands for .
Date of experience: June 5, 2022
Bought a Hilton vacations and could not use it because of pandemic so it expired (Hilton will not give money back or honor it!)
Date of experience: June 1, 2022
Hilton Suites Magnificent Mile Chicago-- Loyal Hilton Honors Member for decades, but this hotel event was disaster. Run, Don't Walk, Away! Booked Daughter's wedding guest rooms (about a dozen) Impossible, contradictory, and confusing communications and billing. Sales department, room blocks, and accounting disasters. Told multiple guest they did not have rooms (but they did).Surprise billed me about $1500 for wrong rooms, when complained, they billed someone else, also the wrong person. Just bam, a credit card charge without invoice, or explanation. People checked in with credit cards reserving the rooms, and then not billed or billed wrong rooms. When desk staff does not answer phone within 3 rings, it rings to an off-site corporate account that has no idea about room blocks or guests. Parking is problem. Hotel "encourages" you buy a parking package $165 for three-days, with in and out privileges. But, then I was secretly billed three times ($51, and $110) for leaving the hotel. I've used Hilton Honors for decades. (Of course they claimed on site they could not credit my account for my rooms, and then sales department said they could not do it as well) The hotel itself was very nice, housekeeping was exceptionally clean and friendly. (My daughter left some items and housekeeping graciously retrieved them, of course their manager was initially told to the wrong room number and thankfully I met them at the room to correct it) Bellhops very professional and helpful. (Wedding venue was a couple blocks away and raining, they reserved me a spot to come back and forth to deliver people and items of course I tipped them a $100). If traveling alone, without room block, probably okay. But, not for business or special occasions.!
Date of experience: May 7, 2022
Hilton Dubai the walk. De vil gerne have at det skal være lidt exclusivt( 5 stjerner) men det er som at være på et børnehotel på Mallorca. Efter kl 12 om formiddagen kan man ikke være i poolen, for skrigende børn, og badedyr. Når man gerne vil have en stille og rolig middag, på en af restauranterne, så er der minsanten også børn, der kravler rundt på møblerne, eller larmer....selv på pubben, hvor man tror man kan få lidt voksentid, så er der også børn der kravler rundt på sofaerne, og larmer. Jeg tager aldrig til Dubai på Hilton igen
Date of experience: April 3, 2022
