Hilton Hotels Reviews

I spent two separate evenings going back and forth between the hotel and Hilton, with neither side taking responsibility for a cancellation requested well within a reasonable notice period, and was ultimately told I would be charged for a policy that was never disclosed to me at the time of booking. I am a Hilton Honors Diamond member of several years and hold the Hilton Honors American Express Surpass card. This experience has caused me to seriously reconsider that relationship, as the service I received was inconsistent with what the loyalty program and co-branded card represent.

I am requesting the following as resolution: full reimbursement of the points used for this reward night, and an additional goodwill award of complimentary reward nights in recognition of the two consecutive days I spent trying to resolve an issue that was created entirely by Hilton and the hotel's conflicting and reversed information, not by any action on my part. I would appreciate a response from someone with the authority to review and resolve this matter directly.

My granddaughter stayed with her mom in Hayward while her two sisters spent the night with us in our hotel room, totaling four of us in the room. There are two towels, two 8 oz. bottles of “complimentary” water/entire stay and one small bar of soap in our room: cheap! Then, at 4:00 AM I awoke to what sounded like a locomotive parked in the parking lot with various air hoses spraying compressed air at random: ventilation system and freeway traffic. Right now I hear what sounds like an alien spacecraft whirring on the roof: Elon? The curtains don’t close to stop daylight from entering the room (6AM right now): rest?

After weeks of attempting to resolve the matter directly with the hotel, I escalated the issue to Hilton's Executive Offices. I was assured that the matter would be reviewed by their Brand Support Team. I responded promptly with specific questions and requests for documentation. Unfortunately, despite those assurances, I never received a response, update, or resolution. The most disappointing part of this experience was not the package itself—it was the complete lack of communication and follow-through. Mistakes happen. What matters is how a company responds when they do. In this case, I felt ignored rather than valued as a customer.

As someone who travels frequently for business and personally influences lodging decisions for colleagues, business associates, and ownership partners, this experience has significantly changed my perception of Hilton. I have chosen to take my business elsewhere and can no longer recommend Hilton based on the way this situation was handled. If you stay here, I hope your experience is better than mine. Unfortunately, when a problem arose, neither the hotel nor Hilton demonstrated the level of customer service or accountability I expected.

I ordered room service for my son (I regret this now. It was 48 dollars for chicken strips and fries. It said 27 on the menu which was expensive, they said that there was an 18% forced gratuity but from 27 to 48 is (used AI because math because...math.) To find the percentage increase from 30.51 to 48: Percentage Change=48−30.5130.51×100\text{Percentage Change} = \frac{48 - 30.51}{30.51} \times 100Percentage Change=30.5148−30.51​×100 =17.4930.51×100= \frac{17.49}{30.51} \times 100=30.5117.49​×100 ≈57.33%\approx 57.33\%≈57.33% . Answer: 48 is approximately 57.33% higher than 30.51. So a 57.33% increase in actuality.

After I hung up the phone I realized that our stove top was gone, I have it as my daughter is special needs; so I cannot feed her restaurant food, as she does not chew food, so she will choke. So I was in shock and immediately had horrible anxiety, I have depression and anxiety, so I was just thinking what do I do? Oh my god my daughter is going to starve. So finally it dawned on me. Call the front desk and tell them I was robbed by housekeeping, so I called them and as I was on the phone with them I saw a little card stock that said they took my cooking appliance as it was a fire hazard, it would be more believable if I was not allowed an iron, hairdryer, nightlight, their kettle, my phone charger which I use overnight, but since I was allowed so many other “fire hazards” their argument as to why they took this one appliance is very unconvincing.

Anyway I explained my situation with my daughter and the front desk sent me to the maid service who sent me to the housekeeping, who sent me to security who said he has to wait for his supervisor so I hung up. Then I tried again, they did it all again but on the last one they just let it ring for a long time and they refused to give it back. When I asked on guy about it he said he cannot give it back as there was no cooking allowed in the room so the truth came out. It was not a fire hazard. Is that they wanted to force our hands to buy their way too expensive average frozen to warmed food. Another guy was asked by me what my daughter was supposed to eat and he said “maybe you can give her water based food, like water”. While I do think he was trying to think up something he clearly could not.

I find it pretty amazing that I can cook water in their kettle which has a burner but not use my own. These people did not give a crap about my special needs, they were more than happy to let my daughter starve for their power trip. The dumbest thing about this is that my daughter would never eat anything from their too expensive restaurants or room service as she cannot. The maid who clearly saw the stove top and set this heist up had they audacity to smile brightly in my face and say hello, it was psychopathic. The next day I warmed up my daughter’s lunch with the iron. And I absolutely refused to ever buy anything from them again.

Our bathroom was full of dead silver fish bugs. It was disgusting, we cannot cook food for our daughter but we could have dead insects. The room itself had hordes of living ants that only got out of our room and back in the walls because my son really took to throwing salt at them which he had to do multiple times. Based on these red spots on my legs that I have never had before I am guessing that there were bugs in the bed biting me. That first night I could not sleep as whenever I closed my eyes I felt like there was someone in my room just waiting for me to be weak so they could violate me again since in my time of vulnerability is when they like to strike.

Both nights it was very difficult to sleep as there were people screaming, and slamming doors, or walls, anything they could, and absolutely nothing was done about it. I really started to believe they hired people to make too much noise just to attack me more. We would have had a better stay at a roadside motel and would have spent significantly less. At the end I brought the card stock where they lied to me about the one and only “fire hazard” they care about and it took a much longer time than the rush to get to it in my room to take it from me while we were swimming unaware like chumps, then had the audacity to say they needed my signature, I took my stove top back and the paper the guy was holding, and walked away.

I could not wait to get away and free and never return; the guy said that the paper was his. I threw it down. I was not going back and the anger I had was too much, and they pretended they were so justified. I got the stove top in the car. Jumped in the car we left and it felt good, but in the car as we were going I realized how unbelievably hypocritical it was for that guy to be so adamant that that paper was his. They waited for me to leave the room purposely, stole from me, would not give me my stuff back for my special needs daughter, they felt like stoic heroes for it, but have that audacity to be righteous about their piece of paper. Which could easily start a fire often paper does. They were unbelievably disgusting hypocritical horrible monsters. And the audacity to say you have to give me your signature for our theft so nasty.

This stay was very disappointing and quite frankly horrifying, they had no idea how long I was staying my daughter could have starved to death and they were the ones who were happy with this. When we checked in the lady who checked us in said I have to put $200 deposit down and I would not get it all back but I would get most of it back, however when I checked out I only got 52 dollars and change back, so really they kept nearly $150 for what I do not know; it is not like anyone saw the room which was left in the same condition we got it; save for a little salt on the ground to deter the ants.

We stayed for 2 nights, and paid nearly $800.00. I am sick and tired of paying to be abused. I miss customer service. I had the privacy sign up the rest of our stay and still did not feel safe. They could have gone into our room and just left everything in place so we would not know. The biased, controlling, hate crime, to try and siphon money from us for their gain is not OK.