Hilton HotelsConsumerAffairs Unaccredited Brand
I stayed at a Hilton property about six months ago impromptu, and it was great. Two weeks ago, I tried to make a reservation for a conference, recently moved to a Hilton Hotel and the entire reservation experience was horrible. I did not remember my Hilton Honors number from six months ago, so spoke with an agent. They said that I wasn't in their system and instead that I sign up for a new account.
Then it took three calls. First to their national reservations number... You need to speak to someone at the desk at that specific hotel. Second call, "That's not in our system: Can you call back tomorrow?" Called back, went through the spiel - they found the group, but would not give me the group rate - and hung up on me (without merit, the call was totally polite). Called national reservations at this point, explaining - please fix this situation. That agent didn't fix it, saying I need to contact the external conference host, but apologized, "As an apology for the overall inconvenience, we would like to make it up to you"... Turned me over to their internal Vegas-Orlando Vacation agent. At this point, I've lost an hour of time on the phone, still don't have my reservation and have been played.
So, then I call the conference host, explaining what has transpired and I am ready to withdraw from the conference altogether and will consult with my colleague before committing to withdraw. Fortunately, the conference host has his act in a pile. Ironically, had a cancellation and is making it all good. However, more than 24-hours later, there is still no confirmation from Hilton... And there is supposed to be. What exactly is Hilton's problem?
We checked in at the Hilton Niagara Falls where we valet our car! The next day when we got our car to go sightseeing we noticed the loonies we cashed $29 and my sunglasses were missing! We on the spot did a complaint and report and were assured they would take care of this! Well they didn’t. The General Manager PAUL ** who is unprofessional did not contact me till today 3 day after we checked out and said it wasn’t the hotel's responsibility and nothing he can do and to read the back of my stub. Well I did and it states that negligence on their part is not accepted! The hotel did nothing but lie and steal! As a travel agent I will advise other travel agency not to book Hilton but other chains like Marriott and Sheraton! Hilton hotels are very unprofessional, liars and thieves plus the hotels are dirty.... Don’t book Hilton.
Fess Parker by Hilton bad customer service all around - First issue was at check in when my information did not show up in the system. Simple enough error but the way it was handled and the lack of quality treatment had me feeling like I was trying to check in to a seedy motel and not a big name hotel. After that was resolved, my business partner was given vouchers for food for the same reservation which was not given on mine. I paid $60 out of pocket for cold, rubber like scrambled eggs for me and my wife until my business partner asked why I didn't use the food vouchers (the ones that were not given to me). I went to the front desk who asked a lot of questions and took a copy of the receipt to try to refund me. I had to ask for the vouchers for the next day, which they then gave to me.
The next morning I checked in to make sure that the refund had been handled and they asked me all of the questions from the previous night again and then said I needed to take the receipt that I had given them the night before to the manager of the restaurant and that she had been notified of the situation. I went to that manager who said she knew nothing about it, so I re-explained and answered all of the questions again and she said that she would take care of it. I then asked about using our vouchers for breakfast and she said that we didn't need them and instead, they give me a token.
After eating, I receive a bill for the difference in what the token covers and what we ate. My business partner and his wife had no charge for the same meal, so I asked if I did something different. The answer was that they used vouchers and I was using a token. I held up the vouchers that I was told not to use and then told that since I had those that there would not be a charge.
At this point, I'm feeling frustrated at how many things that I'm being told incorrectly on and the burden being put on me, so I ask to talk with the main manager of the hotel, who it turns out was the person who I couldn't check in with on day 1. I'm given explanations of why vouchers were given to my business partner and not me because they checked in before I did. I originally tried to check in 6 hours before my business partner and then once all was resolved on the registration, I still checked in 3 hours prior to the other's arrival, so that explanation didn't fit. She asked me what I wanted and I said that I wasn't looking for money but for them to better treat their guests. I won't stay at another Hilton Hotel.
The Hilton in New York City is centrally located within walking distance to tourist attractions, restaurants, and public transportation. The hotel staff was fairly accommodating. They were in the midst of the holiday season between Thanksgiving and Christmas. Parking price is outrageous and if it were not for having to deal with luggage taking the train could be less expensive.
Stayed at the Washington DC location and the room was not as described online. Free breakfast was not free either. But the parking was very convenient and there were no extra charges for in and out at any time. Staff was very helpful and polite as well.
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Had a nickel and dime experience at Hilton Hotels Eugene, Oregon, USA. They charge extra for everything, car, internet, not worth it. Go to Marriott. They even give you breakfast. Hilton has a 'special room' only for full price payers not for 3rd party payers.
I had a bad experience at the Hilton in Savannah, GA. Poor customer service, food too expensive for cost, staff not pleasant and hotel management not considerate of client needs.
We had a great stay at Hilton Hotels New Orleans, LA. We arrived in New Orleans a little late in the afternoon, with no reservations anywhere. An officer said it would behoove the wife and I to find a place for the evening due to the streets were unsafe after dark. We asked him about a place to stay, he suggested the Hilton. We wanted to visit the casino anyway so we tried and we luckily got a room. Well worth the price. Stepped right out of the hotel and into the casino. Next day visited the normal stops, Bourbon street, restaurants and Marie Laveau shop. Hilton saved our whole trip.
I stayed at the San Diego Hilton for a family reunion. Staff was incredibly friendly and helpful. One of the more enjoyable to stays from start to finish. From the breakfast buffet to the poolside bar service everyone was attentive to the guests' needs.
I was recently charged a full night stay ($144) after my son was turned away for being 19 years old and not 21. The desk clerk said that we should of gone to their Hampton site and not Hilton.com to see if there was a higher age restriction... Seriously! We had made the online reservation at 9pm that night through Hilton.com and he arrived at 930pm at the hotel. He was assured there would be no charge, but the next day a full night fee was placed on my credit card. We are HHonors members with a long history of stays (over 100) and the Hilton website clearly stated 18 was the minimum age. He was coming back from spring break and stayed at another Hampton in Georgia with no issues on his way to Florida. We have reached out twice now only to be told that the night clerk was misinformed and a full night would have to be charged.
When we called to straighten this out, the front desk tone was rude and demeaning therefore we were forced to ask for the general manager to call us. That request has been ignored as they hope we just go away. This isn't about the money. This is about telling the customer the truth and not charging them later when they are back home hundreds of miles away. Please do not stay at this hotel if honesty is something you are looking for. Also no confirmation number was issued by Hilton or the local Hampton to show we were ever there. Therefore, I have no receipt to prove we were there except a charge on my credit card.
If you're not booking DIRECTLY WITH THE HOTEL YOU WANT TO STAY, YOU ARE GOING TO PAY DEARLY EXTRA for your room. Hilton Reservations (1800 Hiltons) trains salespeople to oversell and offer rooms way more expensive than the one you really need. Hilton Reservations will ask you unwanted questions to maximize profits and they don't even pay commissions, disrespecting you, the guest and the CSR or salesperson talking to you. MAKE SURE YOU book directly with the hotel front desk. This apply for EVERY HILTON HOTEL RESERVATION YOU MAKE... Period.
Hilton Hotels Montgomery, AL was a nice place to relax. I was pleased with the politeness and courteousness of the staff. I stayed in the jacuzzi suite and my room was very nice. I definitely appreciate granite and marble design in the bathroom. It was beautiful and the rainfall shower head was like a dream! But I wish the jacuzzi tub was a little bigger but otherwise the bathroom was a really spacious and gorgeous. The king size bed was just as wonderful. I slept so well I regretted only being able to stay one night, but I will be back!!
My family and I picked this hotel because we had stayed here the previous year and it was great, so this year for spring break we decided to stay one night here before heading out the next day for our cruise. Check in was fine, when we got to our room we noticed it was really hot. So I tried turning the AC temp down to cool off the room, after about an hour it was still hot, so I called the front desk and they told us to turn it off and then turn it back on and it should reboot. so I did that.
We decided to head down for the afternoon snacks and drinks. While we were sitting at a table drinking, out runs a mice in the kitchen area, we alerted they guy cleaning the tables and he said they were aware of it. My daughter was horrified and was ready to leave. When we got back to our room around 12 midnight the room was still hot. So I called downstairs again and they said they would reboot, it was still hot, after an hour I called again, this time they told me that the whole hotel was out and that their engineers were working to get it back up. It was so hot in our room we had to open the balcony door to let air in.
I was so uncomfortable I called back down to ask for a fan. They said they didn't have one, so at around 3 in the morning I was so uncomfortable I called back down, they stopped answering my calls. So we got no sleep and woke up hot and frustrated, upon check out I mentioned the horrible conditions and the front desk person didn't seem too concerned and just kept saying the whole hotel is out of air sorry. I had recommended this hotel before but never again. The only positive was Ms. Dianna, who was the concierge, person she was very polite and friendly. I hope you get that air working before summer because if not its gonna feel like hell!
Hilton Hotels Spokane, WA. Clean and affordable. Has very friendly staff. I wasn't able to use pool though because it was closed up. And I'm upset parking wasn't included in price of stay. But overall everything else was nice.
The Hilton Hotel in Reddington Beach, FL is wonderful. You walk in, check it, they call you by your name, offer you their fresh warm cookies, offer to hold your luggage if room is not available yet... you walk out onto this large veranda overlooking the Gulf of Mexico. Everyone is very friendly, some remember you from previous visits. The tiki bar reminds you of the Cheer's bar, people keep coming back and the workers have worked there for many years.
Hilton Hotel Mobile, AL, United States - Very nice room with a comfy bed and sleek modern bathroom in a good location for sightseeing on foot, the nice amenities like the pool and gym led to a pleasant stay in this historic city.
Called many times in car, to confirm my room in their Duncanville, Texas branch, which was always yes. Got to hotel -- room NOT READY! Finally got to my "reserved" room that plumbers "fixed". Exited shower onto flooded floor. Slipped, hurt myself, applied for first aid items, packed and left with many words to management. Next day, Hilton asking details of what happened, so I detailed everything. A short time later, a different department asked, so I went into my 2nd detail. The next day, 2 more different departments called with the "same" questions. I had enough and hung up. A week later, they sent 2 free breakfast coupons with NO explanation. Way, way too many employees who don't make final decisions. They never sent an insurance claim form. I paid my own doctor bill and chalked it up to a bad experience from a so-called quality hotel.
I booked a stay at the Jewel Dunn River Resort in Jamaica. I added the name of the second person on that reservation. I then wanted to extend my stay, but there is no way to modify the reservation; I had to cancel it. Call Hilton to put the points back into my account sometime in the next century so I could rebook my stay with the new dates. The Hilton rep assured me that I cannot, with points, book the ROOM I ALREADY BOOKED WITH POINTS. I sat on the phone for 2+ hours waiting for him to return the points back to my account. And in my haste to rebook before the room was gone, and after dealing with an imbecile for 2 hours, I forgot to switch the # of guests to 2.
I called Hilton to alert them of the error and to please adjust my reservation to 2 people. After speaking to 7+ Hilton reps, not a single one said it was possible. They said I would have to cancel my reservation, risk losing the room -- at an overbooked hotel - and redo the reservation and hope the room becomes available. UNACCEPTABLE. I have worked at hotels, I am well aware of overrides that can be done exactly for situations like this. It's a SIMPLE fix: just change the number of guests to 2, charge me the extra points for the additional guest, and everyone is happy. Hilton refused to do this. Mind you, I am a Diamond Member going on 3 years now... and this is how they treat me. And to top it off, this is my HONEYMOON.
The Hilton in Los Angeles is a beautiful hotel. It had updated and renovated rooms. It was comfortable, well located, and had good service. Restaurant was very good but, much too much, overprices for the quality and amount of the meal. Charged extra for parking at $21.00, which is an insult when paying such a high cost for the room itself and dining at the hotel as well.. This is overcharging and because of the exceptionally high cost. This small item should be inclusive as a good business practice.
I travel extensively and normally stay in Hilton properties, Hilton Hotel San Antonio, TX was the absolute worst Hilton I've ever been in. Hilton should be ashamed of this property. Old hotel and it desperately in need of upgrades, the room actually made me physically sick.
Hilton Hotels Vienna was so civilized! We had the penthouse room. It was big, very nicely decorated and comfortable. The bathroom was very spacious and had all the amenities. The staff was very helpful. The breakfasts in the restaurant were enormous and the waiters and waitresses couldn't do enough for us.
Felt almost like being home in Huntsville AL Hilton hotel. All was great as usual. But would be really cool if there was a free breakfast option at 6 am. Also, I haven't been travelling to hotels for a few years, so my points were not up to getting me a discounted price for my breakfast; sort of ruined the whole 'feel-like-home' experience.
Hilton refused to honor their own Best Price Guarantee policy, despite that the third party price I presented to them matched exactly what their requirements are for the program. There was no clear, honest explanation given as to why they denied it. Their rep also hung up the phone on me while I was (very nicely and politely) asking about this.
Hilton Hotels Aurora, Colorado. The place was very nice and clean. Our stay was pleasant. The layout of the room was so well thought out. There was no stumbling into one another, no blocking of views and accessibility was key.
We do not think dogs (pets) should be allowed in public hotels! Today we observed a dog ** in the Hilton Hotel lobby as they (one of two dogs) entered the elevator. I find this disgusting. Rooms and hallways are carpeted, so... There should be health department rules regarding keeping animals in hotel rooms that the public uses. Reality is the rooms set aside for pets is very limited. The room you are assigned may have had animals in it the night before. This happened to me at the Boca Raton Hilton. Barking, defecating, running loose dogs have been observed by us on more than one occasion.
Guests are taking advantage of this policy so they do not have to pay for dog/pet care. This policy applies to airline travel. Dogs and pets do not have a place in airplanes or hotel rooms. NOW that I have made my position known we have no problem with "real service" dogs for the handicapped. Selfish individuals who claim "comfort" animals should not be allowed. What are airlines going to do when one of these comfort animals attack and or bite a passenger or hotel guest? The suit will be against the hotel or airline! That will make fine publicity. I urge the hotels and airlines to create a policy the protects the rest of us before it's too late.
Hilton Hotels Baymeadows-Jacksonville, FL. Had on okay experience. But the cocktail hour was being served from the continent all breakfast bar. I thought that to be a bit odd. Also they poured ice in the sink and was using that to put in the cocktails. And the liquor was stored under the sink where the cleaning supplies go. Eww. Maybe they were renovating.
Homewood Suites in Newark, DE is great for anyone who wants a little more space than a typical hotel room. They have lots of room. Also, they consistently offer a great breakfast at a reasonable rate - evening selections vary in quality.
The hotel in Vancouver WA was beautiful, clean, well decorated & welcoming. However, the bed was extremely uncomfortable & unforgiving. My husband & I were really hopeful that the Hilton would provide good quality mattresses & pillows, but we thought wrong. We both suffer from chronic back pain and we were not able to get comfortable at all. The whole night we kept tossing & turning and weren't able to sleep at all. I was tempted to go sleep on the couch! We got up the next day so stiff & with a lot more pain as well as fatigue.
Q3: YOU HAVE ARRIVED. HERE'S YOUR CHANCE TO TELL US HOW YOU REALLY FELT ABOUT YOUR STAY. WHEN DESCRIBING YOUR EXPERIENCE PLEASE INCLUDE ENOUGH OF A DESCRIPTION TO BE HELPFUL FOR OTHERS. A: The bed was extremely uncomfortable & unforgiving. My husband & I were really hopeful that the Hilton would provide good quality mattresses & pillows, but we thought wrong. My husband & I both suffer from chronic back pain and we not able to get comfortable at all. The whole night we kept tossing & turning and weren't able to sleep at all. I was tempted to go sleep on the couch! We got up the next day so stiff & with a lot more pain as well as fatigue.
Clean, comfortable. Everyone friendly from the cleaning ladies to the executive lounge attendant, to the room service. Healthy, yummy food, too! Our shuttle driver made us laugh even when we were exhausted coming back from a long day in the city. Hats off to the outstanding front desk staff!!! I was in a panic because my passport was missing a few hours before my flight home! After thoroughly searching my room, I was sure it had been stolen. I ran down to the front desk for help. They searched all the lost and founds, contacted staff, and found me the phone number of the US Consulate. Few minutes later... Oops. I found it between furniture. Many thanks and apologies could never be enough for my mistake.
Added note: Executive lounge was easily accessible and comfortable. Even though it was closed on weekends, the restaurant filled in at breakfast time and evening appetizers. Great selection of interesting yogurts, etc. This was a very stressful business trip for my husband and I. Hilton staff gave us the support we needed.
Accommodation's excellent and had a beautiful experience in Hilton Hotel Orlando, Florida. Price reasonable (corporate rate) otherwise a bit pricey. Very friendly atmosphere. Food was great and variety excellent. Overall environment fabulous. Would definitely return.
Hilton expert review by ConsumerAffairs
Hilton opened its first hotel in 1919, and it has become a highly recognized name in the hospitality industry. Hilton Hotels & Resorts is Hilton Worldwide’s flagship brand. The Hilton Hotels and Resorts brand alone has more than 500 hotels on six continents.
Award winning: The World Travel Awards named Hilton Hotels & Resorts North America's Leading Hotel Brand in 2015. The same year, Hilton Worldwide was named a Top-50 Green Brand by Forbes and a Top Green Company by Newsweek.
Spa: Hilton Worldwide created the eforea spa with global travelers’ high standards in mind. The spa provides guests with experiences to encourage balance and wellness. Select Hilton Hotels and Resorts, DoubleTree Hotels and Embassy Suites have eforea, and sample menus can be found on Hilton’s website.
Twitter: Hilton has an active Twitter feed, and @HiltonSuggests tweets recommendations for travelers. All recommendations come from employees’ personal experience with local businesses and attractions.
Rewards: Hilton HHonors, the free Hilton Worldwide rewards program, lets guest use points for free nights. It also includes other perks, including access to free standard Wi-Fi and the option to check-in from Hilton’s smartphone app. With the app, guests can even select their own room.
Community involvement: Hilton Worldwide is committed to corporate responsibility. In 2015, Hilton employees volunteered a total of 213,000 hours in their local communities. Hilton has also partnered with PointWorthy so Hilton HHonors members can convert their unused points into a cash donation to the organization of their choice.
Best for: Hilton Hotels & Resorts is good for solo travelers, couples, business travelers, retirees and anyone who is looking for a full service upscale hotel.
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