Hilton Hotels Reviews
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May 6, 2023. Weeks before my arrival, I booked a room at this Home2Suites location in Valdosta GA as my family was traveling for my son's travel baseball team. Upon arrival I was told there was no record of my reservation even though I showed them my email confirmation. They continued to lie to my face saying there was no record, they tried to involve the police after offering me no resolution. Their employees have no customer service skills. I called into the main Hilton reservation department to be told that my reservation was in fact cancelled by the location itself about an hour before my arrival to give it to another customer because they had overbooked. They offered no compensation or resolution other than to try another hotel in the area. My family including young children then had to travel the 3 hours back home arriving around midnight, and then wake up to see that they still charged my credit card for the night's fee.
ALERT *** HILTON HOTELS*** ALERT!!! CEO CHRISTOPHER NASSETTA of Hilton Hotels confirmed that it is NOT standard practice for HILTON HOTELS housekeeping staff to knock before entering a guests’ room. ***SHOCKING*** How is this NOT standard practice? My husband and I stayed at the Hilton Hotel in Clearwater Fl to celebrate our Anniversary. We stayed 3 nights. Our checkout time was extended by concierge. Prior to checkout, as I walked out of the shower and after wrapping a towel on my head, a male employee from housekeeping barged into our room without knocking - holding the door wide open as I stood there in shock and frozen with just a towel on my head.
I could hear guests in the hallway gasp and one even screamed. The male housekeeping employee stood there staring at me with what felt like an eternity until he finally left without apologizing. I was shocked, frozen, humiliated, embarrassed and felt completely violated! How could this happen? How can the housekeeping staff enter without knocking? I would expect this would be a standard rule, the number one rule when entering a guests’ room, but apparently NOT at Hilton Hotels.
The Manager at the Hilton Hotel Clearwater was apologetic and offered me a refund of a one night stay and the Senior Management Team offered an additional 2 “Be My Guest” Certificates. They also said they were going to change their practice and protocols so that this does not happen to another guest. When we returned home, I received a call from Quitta **-a Hilton Executive Ambassador for CEO Christopher Nassetta. It was crystal clear that Quitta ** and CEO Christopher Nasetta did not personally find this incident significant. Quitta ** and CEO Christopher Nassetta even said “The incident took place on the last day of your stay, not impacting the prior nights.” What a shocking response!
I was violated and they think it's okay because it happened at the end of our trip. How disconnected is this CEO? Quitta ** and CEO Christopher Nasetta found that the 2 ‘Be My Guest’ Certificates that were offered by the Senior Management Team was worth more than the entire 3 night stay so CEO Christopher Nassetta retracted and voided the certificates and refunded just the remainder of our stay instead, the much significant lesser amount.
The actions of this CEO Christopher Nassetta is alarming and highly concerning. One would have to think twice about staying at any of the Hilton Properties. This CEO clearly does not care about the guests… Quitta ** and CEO Christopher Nassetta were not genuinely apologetic at all, they were quite the opposite, they don’t care about our privacy, they have no morals, they are not ethical, they only care about pinching pennies on guests’ accounts and paying themselves big salaries and bonuses.
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Feb 2023 booked an ADA room for a disabled veteran patron who required a wheelchair-accessible room with a roll-in shower. There were several rooms offered up for reservations with up charged rates amounting to $100 over the regular room rate just to have this ADA-accessible room with a roll-in shower at this location (Homewood Suites, Steven Creek, N Augusta SC). As I am exiting my home on the day of check-in ready to make the 4 hr drive to N Augusta, I get an 'email' stating that "the (1) room that has a roll-in shower has a permanent tenant who has been living out of that room for several months and has no checkout date on the horizon" so I must be reassigned to a regular room.
The hotel manager then proposed putting a 'shower chair' in the shower which amounted to a plank of wood clamped down to the tub wall which blocked the 1/2 of the tub surface that one would safely enter the tub from the tiny crowded bathroom - leaving a 6" space to step between the side of the commode and the unblocked area of the tub closest to the drain/shower controls. Of course, this is not ADA. Nothing about the room was ADA but that did not stop the hotel from charging $50 incidentals upon check-in (not even offering to waive that despite the last minute reservation problem *they* caused despite having 2 FULL MONTHS to avoid causing) but then they continued to apply the ADA rate to our 'nonADA room'. We couldn't stay in these accommodations and they had nothing else so we had to make the 4hr drive back after a 6hr procedure.
The hotel manager promised to refund us the difference for the upcharged ADA room rate and of course, like everything else, it was a lie. I'm disgusted with Hilton for targeting disabled people this way and for perpetuating fraud that targets disabled people. I do plan to report this to the hospitality industry, the appropriate govt agencies and the state agencies who would investigate Hilton's fraud using claims of offering ADA-accessible rooms to justify a higher rate and putting people in non-accessible rooms. Apparently, Hilton doesn't care if they have your business or not.
They readily upcharge and steal with 'incidentals' fees that are ambiguous and unsubstantiated which basically to charge you for the air you breathe. Avoid this chain. It's nothing more than a cheap 'motel' like Economy Motor Lodge/Motel 6 justifying its straight thievery from behind what used to be 4star brand. You'd actually be much better off staying at a motel than Hilton for what you get and how you are treated. The cost simply cannot be justified to stay at a Hilton property anymore. Read the reviews -- you'll find this isn't location-specific for Hilton properties but it is the new 'sub-standard' standard for all their properties falling under this brand.
Made reservation in timely manner, also cancelled within guidelines. Mistake accountability (I called the front desk). Without going too much into detail. Customer service opened case March 30, 2023, I was told to expect communication within 3-5 business days. I had to reach out April 13, 2023 for update, finally received a "case closed" on April 21 without any correspondence of the issue. Called in April 24 2023 to discuss. Absolutely POOR resolve. I am a business owner, we travel, it was an opportunity to satisfy a small client and build a relationship. No motivation whatsoever to return to the Hilton suggested to consider Hilton over Marriott. Bad move!
I don’t really know where to start. First of all, I became a Hilton Diamond member to avoid issues so I could enjoy my vacation, terrible mistake. After waiting 15 years to go on vacation to see the San Diego Zoo and Legoland, we finally were in a spot where we could get away long enough to treat our family to a week of fun in San Diego! That was until we had to move from an oceanfront room on the main resort to the shore house. This is a large upgrade at the hotel and close to 6 times more expensive than any other hotel, so they should be great, right? Wrong!! I was told all I had to do was show up at the new location and sign and everything else would be taken care of for our last 4 out of 6 nights. About an hour later, they promptly overcharged my credit card by 4,000, saying it’s for incidentals.
So I called them, said “I asked that a different card is to be used, but now this card is way over the limit with the pending charges so it can’t be used. So I asked that they change the correct card, so I went to the front desk, they changed the new card and it was fixed. A few minutes later I was reviewing my account to see how much I was charged because I had already paid the deposit a month before, and I found out they charged me two more times for the room, maxing out the other credit card I had brought with me. Now I’ve 5 days of my 7 day vacation trying to get this resolved and the best solution I can get is they could “front me” some money or they could give me some pass to stay anywhere in the future. Once the passes were offered, I asked about taking a few days off our bill since I didn’t get a chance to spend a lot of time with my family due to their error.
The “Director “ promptly told me “no, that’s not fair compensation.” When I asked why he’s said based on our conversation he didn’t feel it was. He said just because I didn’t understand that a hold would be on two card’s doesn’t mean that they should take anything off the bill. As I sit in the room at the shore house writing this review, I still can’t believe they still have a hold on 4 times the amount of the room and the “Director“ who wanted to find a solution and make things right essentially blamed me for their mistake and took away my ability to enjoy my vacation and go to the places we planned going to. Instead I didn’t hear “I’m sorry we caused these issues“ I heard “you must not have heard right.” How horrible is it for any business not to take responsibility for its mistakes.
I cannot believe how poorly I have been treated by Hilton. I literally had a manager of the Miami Dadeland Hotel tell me he was going to refund me for a mistake they made but when he saw I wrote a bad review (it was a bad review but it was honest) he decided we "were not on the same page" and did not refund me as promised. I was so appalled that I contacted Hilton corporate customer service and they responded with canned answers that the problem had been resolved. It is downright scary and sad how much they do not care about your experience. Too any other decent companies to give your money to than to mess with these jokers. Shame on you Hilton!
I had a great experience and Jaculynn made it a whole lot better at post oak Hilton Galleria. I will most definitely recommend others the hotel. The entire staff was friendly and we were taken care of.
I am writing this to hopefully help others and the hotel to improve. I booked my reservation on 12/17/2022 for two nights. The day before I arrived while I was checking in, they told me I only had one night; I freaked out and called them, their customer service did not try to solve the problem and wanted me to pay more to book another reservation. I had to talk to more than 3 people, regardless of time and anxiety it cost me... I told them I can email them my proof of two night reservations, they would not take it, until the last one....Finally the last one would take my proof and solve the issue. I am super disappointed with this hotel and the customer service. Sad thing. To protect yourself, make sure keep all your reservation proof and make sure they have all your reservation correct.
I am a Diamond Member of this Hotel. I chose this hotel because I travel alone for my job 98% of the time. My truck was stolen at 2:15 am 2/24/23 at Hilton Post Oak by the Galleria Hotel in Houston, Texas. I wasn't notified by the front desk until 3 am!!! Front Desk DID NOT contact authorities as they stated to me. My truck was stolen right outside of the front entrance of hotel. Watch for scammers at this hotel. From Bar tab to missing credit cards, to auto theft even in their valet parking spots. I did not receive any support from this Hotel property. Security Manager stated that he had suspicions with Valet being involved. I found out my truck was the 6th truck to be stolen from this hotel property. There is definitely something shady going on with this hotel property.
I would like to thank the reservation managers, Ms. Pelin P. and Ms. Pinar G., at Hilton Esentepe at Istanbul for help in my reservation. This was especially important since I made the reservation for my friend, and it was necessary to check that everything is ready for the stay. Thank you for the great service!
Hilton author review by ConsumerAffairs Research Team
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.
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