Reviewed April 20, 2026
The ceiling in the bathroom was flooded and dripping all over the floor. When I called to report they asked if I needed to move to another room DUH!! I was doubled charged for the room plus incidentals that I had none of. Hotel is is disrepair and stinks. Took hours to initiate a refund and still days out to be reimbursed. Hotel personnel were very rude. Buyer beware Can’t stay at Hiltons any longer with this kind of customer service.
Reviewed April 15, 2026
While I will give the daytime staff 5 stars and admit the hotel, Homewood Suites, Rochester Henrietta is a nice facility. The night front desk clerk, Eric was rude, unsympathetic, had his girlfriend at work with him and treated me like I was an interruption, telling me information about possibly not having a room secured by a Credit Card due to his audit, when there were rooms available. I checked online. Because I disagreed with a policy I was called loud, rude and aggressive and he called the police on me, although I used no profanity and was the only one being called names. After driving all the way from Michigan with my family, I was put outside, drained and tired and had to wait outside 3 hours for the next front desk clerk.
I lost 3 hours and was only offered 19,000 points for my trouble when it takes over 30,000 points for a free night, which is what I should have been offered. Even when I attempted to apologize and groveled, trying to get my family in a room instead of outside in the rental, Eric said, "Now you want to talk softly, too late. It was truly a power trip on his end. The daytime agent, checked me in again I say, three hours later without incident. Homewood Henrietta, what are you going to do about employees bringing personal guests to sit with them behind the counter???
Reviewed April 13, 2026
I have never written a bad review for anyone but today will be that day. I had an unpleasant expectance with both Hilton Mystic Dunes in Celebration, FL and Hilton's corporate. I was traveling with a team that was competing in a nearby area and or team coordinator initially booked the hotel on specific billing requirements. However, after agreeing to those terms, the entire process changed.
As the person responsible for the teams' accounting. I contacted corporate ahead of time to confirm the payment process, including tax-exempt status and other requirements our organization qualifies for. I was assured there would be no issue, that all I needed to do was present my identification and the requirement documentations upon arrival, and everything would be taken care of the next day.
Unfraternally, none of what was promised actually happened. I spent significant amount of unnecessary time going back and forth trying to resolve the issue. When I followed up with corporate the next working day, I was told it was a hotel level problem and that I needed to speak to the hotel manager and was told sorry for the inconvenience. At the end I was given incorrect information, my time was wasted, no one was able to resolve the issue, and no one was willing to take responsibility or further assist. This was a very disappointing experience and reflects poorly on both the hotel and Hilton corporation.
Reviewed April 12, 2026
I stayed at the Hilton garden inn in Appleton/kimberly WI on the night of April 9, 2026. I was charged $75 pet fee for my ptsd service dog. They did not disclose this to me until I checked out. It was my understanding that they cannot do this, then they refused to remove the charge. I called the corporate Hilton number and all they said was that the hotel sets their own policy, and they won’t do anything. I plan to dispute charges with my credit card also I am going to see where I can file an ADA complaint..
Reviewed April 11, 2026
My husband is in a 100% disabled United States veteran and a 9/11 survivor. The two resorts in Virginia Beach that we own timeshares in that are owned by Hilton each have TWO handicapped accessible rooms, as opposed to the at least 12 they are supposed to have as per the American with Disabilities Act. When we asked about having our room made into a wheelchair accessible room during the renovations they are CURRENTLY DOING, their response was to attempt to sell us points That is absolutely disgusting. I'm a Hilton Honors member who will not only be relinquishing my membership, but will also never go to a Hilton again.
Reviewed April 9, 2026
Homebound Suites in Columbus, Ohio (Polaris Mall area), was newly remodeled & was a great place to stay - clean/towels were white as snow, very important. It was close to so many restaurants & shopping (Costco & IKEA). Front desk reps Dalisha and Olivia were kind and very supportive to my needs/comforts. This being a newly remodeled place, the WiFi was not installed, and the phones in the room did not work. I think this should be noted on their website. Having a teenager, WiFi to watch movies was important... I will book this place again in the fall! Thank you to the staff who also made great coffee!
Reviewed March 28, 2026
I am submitting this complaint regarding my stay at the Hilton University in Charlotte, North Carolina, during the CEA conference in March 2026. I had also previously booked with this hotel in December, and for this March stay I was given the special CEA conference rate. My understanding was that the total for March 25 through March 29 was $545.00 under the CEA rate.
I arrived at the hotel around 2:00 a.m. on Thursday morning after a long trip. I had called ahead before getting on the highway to let the hotel know I would be arriving late, since it was a four-hour drive from Atlanta to Charlotte and my flight was delayed, making it impossible for me to arrive earlier. When I checked in, the man at the front desk told me I would not be charged for that night because it was already the next day. Based on that, I paid $291.00.
However, by Friday morning, my card had been charged twice for $291.00. When a representative from the front desk called me, I explained exactly what I had been told at check-in and that my card had already been charged for the entire weekend. After that conversation, I went to my conference believing the issue had been resolved.
Unfortunately, it was not resolved. When we returned from dinner that evening, the situation became much worse. Payton then told me there had been a “miscommunication” and said that I had been given a discounted Hilton rate for Thursday at $291.00, and that I would also be charged $149.00 for each of the next two nights. This was never explained to me before, and it was not what was discussed with me on the phone earlier. I specifically remember the details because I had compared the cost to another hotel for the same three nights, which would have been $758.00 plus parking. That comparison is one of the main reasons I chose to stay at this property.
What I do not understand is why I was charged for a night I did not actually stay. I had notified the hotel in advance that I would be arriving late, so there should have been no confusion about my reservation or my attendance at the conference. To make matters worse, I was given a handicapped-accessible room with a shower bench, and the man at the front desk himself told me that was simply “what was left over.” On top of that, the hotel did not even have enough clean hand towels to provide extras when requested. This added to an already frustrating and disappointing experience.
Throughout this situation, Ms. ** and Payton did not seem to understand or address the fact that my card had been charged twice for $291.00. I was told one thing at check-in, but the charges on my card told a completely different story. I was also offended that it was implied I may not have even been attending the conference, despite the fact that I had booked under the CEA rate and had every reason to be there.
When I made the reservation, I was told I would receive the CEA conference rate for all of my nights, not just one. Instead, I was overcharged, misinformed, questioned, and treated poorly. This entire experience was unacceptable. I am requesting a full refund and a formal apology for the inconvenience, confusion, and poor treatment I experienced. Based on this experience, I do not plan to return to this hotel.
Reviewed March 23, 2026
Customer service unprofessional. I speak with four. No more one help me and disconnect twice. 3 hours bad experience also in the hotel last year and I try one more time 4 different customer service. No one help me.
Reviewed March 23, 2026
I am a Hilton Honors Silver member and will never stay at a Hilton Hotel again. I had to cancel a trip recently and they charged me full price for the two nights that I could not make and not to mention the taxes and fees for a room I didn't even use. Making a call to Florida Department of tax revenue now.
Reviewed March 21, 2026
Not what we expected from Hilton. Old run down in need of major overhaul. So they must be scamming people for bogus charges. We have heard 2 different stories on why they charged us 250 dollars. First was we smoked cigarettes. Then later that day it was we smoked her words ** in the room. We are in our mid 60s. Even if we did smoke we both know better. Was there for a family member funeral. 2 nights each night both weekdays were different rates? Wow total stay costing us 559 dollars. What a racket. I have all receipts and will dispute and file with the BBB. So I guess this Hilton does as they please at Hilton Covington Louisiana. Will be filing with the BBB. This is absolutely ridiculous.
Reviewed Feb. 26, 2026
This has been one of the worst experience I have had with Hilton. I reserved a room for 3 nights. Immediately after, in less than 5 mins I realized I don't need to go so I called the hotel and I was told by the customer service agent to talk to Hilton directly for a full refund. So I called Hilton and they put me on hold and Hilton office talked to the hotel and then they said that they have canceled the booking and a one night room charge has been put towards my account. They did not ask me if I am ok to be charged the $400.
All they kept saying is this is a type of rate that you cannot cancel. This is daylight robbery. They didn't even ask me if I am ok with the cancelation fee. When I told them that I would go and stay for one night, they said that they will not allow me to stay even though they are charging me for a night. I requested for a 1 night fee stay for future. They refused to do anything. This is one of the worst experience I have had with hotel reservations. Please make sure you check with the hotel before booking. If you need to cancel for unforeseen reasons you will still be charged.
Reviewed Feb. 25, 2026
Stayed at Doubletree Hilton in Warwick RI out of necessity of snow and had to ride the property three times to locate a parking space with no luck until a manager offered one on another’s property a hundred yards away and then had to lug the luggage through a slushy snow driveway. Once inside we had dinner which was also a couple of firsts. The drink I ordered was not available (Bacardi Silver label and Coke) and then I asked for a Margarita with Silver Patron and not available The bartender was pleasant and could only work with what she had.
The food we received was good and my bride asked for Vinegar for her Fries and was told we do not have Vinegar. Then we decided on a dessert and the one was chose not available as was another so we settled for a small piece of Carrot cake. Overall a poor hotel experience, parking, restaurant and bar and in the AM of the next morning the plumbing backed up.
Reviewed Feb. 22, 2026
This review is for Hotel Dello Fort Lauderdale Airport, Tapestry Collection by Hilton. We got a reservation at this hotel paid by the airline who's flight we lost, they gave everyone in the same situation a free night and a $20 voucher in a hotel. My husband and I arrived at the counter and explained we had never used vouchers before so they explained that it was like a credit card, they'll add it to the room and use it as we ordered from the restaurant or the vending machines. Next day we left the hotel at about 4:45 am, the front desk people checked us out when they saw us leave. Turned out our flight was canceled and when I called the hotel they told me that once the check out process goes through, there is nothing they could do. Because the flight was canceled but they placed us in another one at 4:30 pm, the airline didn't wanted to pay for a hotel again.
My husband had food poisoning and was on his 2 day of vomiting, non stop, so I had to get him into a hotel so I paid $208 to go back to Dello. Today I checked my bank account and they charged $29.29 in food for the night we had the voucher. I just called the hotel and the manager said there was nothing they could do about it. I don't care about the $30, it's just frustrating the way they treat their members, we are Diamond members, we spend a lot of money staying in Hilton hotels. What a shame. Overall, hotel was clean, spacious rooms, about 10 min from the airport. Oh and free shuttle from and to the airport.
Reviewed Feb. 15, 2026
We have reserved a room at the Hilton Grand Inn Nashville Vanderbilt 1715 Broadway for two nights due to my heart surgery at the Vanderbilt Coronary and Vascular Institute. Our room was quoted price for $355.00. Upon further review we found out there was an additional charge for parking at $45 for self parking or $50 for valet per each time we would leave and come back.. This extra cost was NOT mentioned by the reservation employee in the amenities or the conformation email. After calling to verify this cost, the employee told me for two nights self parking the cost with TAX would be $98.
When I expressed my concern the employee said goodbye and hung up on me. Bottom line: Hilton is scamming people with there room prices by not including the ridiculous cost for parking up front at the Hilton Grand Inn Nashville Vanderbilt. The REAL total cost will be at least $455. I have been a member and supported Hilton since 2011. I guess it's time to start looking elsewhere! Conformation #**
Reviewed Feb. 12, 2026
I booked 2 nights with Garden Inn in Tyler Tx this weekend was the worst experience ever. The lady at the front desk was very rude and we almost got into an altercation because she was screaming at me in front of her boss and other people that were in the lobby. I have never been so humiliated in my life in public when all I was doing is trying to stay at the Hilton for the weekend to check on my sick brother that has stage 4 cancer. And this is the treatment I got. I got left with no room. I hope this doesn’t happen to anyone else.
Reviewed Jan. 26, 2026
I have never seen so many incompetent individuals. I am a GOLD Hilton Honors member, and I am really thinking about ending my relationship with Hilton. I booked a room at the Times Square property and wanted to prepay. OK now I'm told I cannot prepay as there is no option, I need to call the hotel directly and get a Credit Card authorization form. I call the front desk and get transferred to the finance department. Unfortunately, no one answers the call. The message says to leave a message. They will respond within 48 hours. Not so easy as the next message says I cannot leave a message as the party is not taking messages. I call the front desk again and get immediately disconnected. I call back a third time and get connected directly to the finance department again to listen to the same recording. CUSTOMER SERVICE SUCKS!!! Why is it so hard to get a CC authorization form.
Reviewed Jan. 26, 2026
Absolutely awful experience dealing with this company. TLDR: Their app key stopped working and my wallet was sitting in the hotel room, wouldn't let me into my room because I had no ID to present them even though I ensured them they could see it the moment I could get inside. 2.5 hour process trying to get the front deck to help me get back into my room with seeming passive aggression from the employee, only for them to finally call security who had everything sorted and me back in my room in 5 minutes. 2000$ week long stay and this is how they will treat you. Complaints about my experience later via the company support basically resulted in a partial apology and a good riddance towards me.
Reviewed Jan. 22, 2026
We tried to change our one night reservation by one day due to family emergency. The day was available but Hilton would not help us. We were told this after 3 phone calls (the first 2 were disconnected mid conversation) multiple transfers to different phone reps and about one hour total of time on the phone. Hilton does NOT truly value their customers...unless it's convenient and profitable for them.
Reviewed Jan. 21, 2026
I met Mr. Paul ** at the front desk and he was very polite and courteous. Every time that I'm at that property, he makes sure that all of my needs are met. I stay at lots of hotel and I really like when the front desk agent show their willingness to assist with professionalism. Great Job Mr. Paul and each time that I stay at that property I will look for you.
Reviewed Jan. 19, 2026
Positive aspects of Hilton at Florence, South Carolina I-95L:
• Clean bathroom
• Acceptable breakfast
Negative aspects of Hilton at Florence, South Carolina I-95:
• Front desk attendants rude, discourteous• No pool neither spa open
• Hot water at lobby: cold
• Dogs barking during the night in the rooms and/or corridors
• Old noisy A/C unit during the night
• Poor bed setting
Reviewed Jan. 19, 2026
Unfortunately, my truck was stolen from the property’s parking lot during my stay this month. The hotel advertises onsite security, but no guard was present or visible when the theft occurred. I had parked in a front, well-lit area directly in view of the building. To make matters worse, the property has no security cameras to monitor the parking area or assist with investigations. This experience left me feeling unsafe and unsupported. I strongly recommend potential guests exercise extreme caution when staying here, especially if parking a vehicle overnight. Consider alternative accommodations with better security measures.
Reviewed Jan. 16, 2026
I arrived after midnight at Hilton Canopy Columbus and called the front desk for parking instructions. The night clerk, Stacia, did not provide clear or usable directions. When I asked for clarification to avoid parking incorrectly, she hung up on me in the middle of the call. When I later arrived at the front desk, the situation worsened. She told me she had the authority to deny my check-in, even though I was already checked in with a confirmed reservation. She then made me wait for an extended period, claiming she could not issue a room key, while refusing to switch computers, call a supervisor, or seek help from anyone else.
This did not appear to be a technical issue — it appeared intentional. The tone was arrogant, dismissive, and hostile. At no point was I rude; I was trying to check into a room I had already paid for. Hanging up on a guest, providing incorrect information, and refusing to involve a supervisor are unacceptable under any circumstances, but especially late at night when guests are tired and vulnerable. This experience reflects extremely poorly on the management and oversight of this property. I will not return, and I strongly caution other travelers — particularly late-night arrivals — to consider staying elsewhere.
Reviewed Jan. 13, 2026
Awful hotels and they are always rude if you try to get an early check-in. I don’t understand why that would be something to get aggravated about but I guess it is somehow an issue for this hotel chain.
Reviewed Jan. 13, 2026
I had plans to stay at a Hilton both this spring and this summer, but refuse to book at a hotel they cater to ice agents. We need to be safe when we travel and right next door to armed thugs is not safe!! Be better, Hilton!!
Reviewed Jan. 7, 2026
We recently stayed at Hampton inn by Hilton in Yonkers NY. The room was clean and comfortable, the air conditioner- heating was very quiet and the staff were all kind and helpful. However, we were very disappointed to see that the windows were sealed giving us no possibility to open for fresh air in the room. This is unacceptable, unhealthy and should be against the health regulations. Please allow the windows to open (at least a few inches). Also, we recommend that you install hand held shower heads in all bathrooms for easy and convenient washing. Having the water running from top is a primitive and not convenient way. Please also note that in Europe these features are standard. Thank you for your consideration.
Reviewed Jan. 6, 2026
I will NEVER use Hilton Hotels again due to their decision to block ICE. You have lost a lot of customers due to word of mouth. You are disgusting! It is unbelievable that you would even consider this to be a good company decision!
Reviewed Jan. 6, 2026
I am canceling membership in Hilton Honors and refuse to stay at Hilton in the future. The policies of the Hilton group are not aligned with my beliefs. Allowing Kidnappers and Thugs to stay in Hilton hotels will not be a viable option for business.
Reviewed Jan. 6, 2026
This company supports the rounding up and kidnapping of immigrants and American citizens and let go a location that had no choice but to refuse service to disruptive guests. I will never ever do business with a Hilton affiliated business moving forward.
Reviewed Jan. 5, 2026
Just a terrible experience. Hotel hallways smelt like a sewer and was coming into the room. Staff was rude and breakfast was gross. Don't often write reviews but after seeing what they are doing to government workers, I had to give my negative experience. Maybe they should start investigating the background of all their guests. Might not smell so bad.
Reviewed Dec. 31, 2025
We stayed at the Hoffman Hotel in El Jebel, Colorado and we're absolutely shocked at the way management handled a potential security situation after a particular housekeeper repeatedly entered our room unannounced. We stayed here on eight separate occasions between October and December 2025. On five different occasions a housekeeper entered our room unannounced and repeatedly tried to get in even with the inside lock engaged. We immediately notified the front desk on each occasion and assumed something would be done about the situation.
In the end when the problem continued and we were made aware that nothing was being done about it, the manager chose to cover his own inaction by playing "blame the guest" and insinuating it must somehow be our fault?! Probably afraid of charges or a lawsuit considering this would all be on camera. Regardless, unprofessional and unsafe behavior to ignore this kind of situation in a hotel of this caliber.