Hilton Hotels Reviews

I called to confirm the incorrect reservation had been cancelled only to find out there is a no refund policy for that room which I did not agree to. Then when I called Hilton corporate, I find out I was not dealing with Hampton Inn, but with some janky third-party foreign company. WHY CAN'T I DEAL DIRECTLY WITH AN AMERICAN IN AN AMERICAN COMPANY? I will not pay for a room I did not agree to stay in. When I contacted Hilton directly, I was told even they could not identify my confirmation number nor the itinerary number because the reservation was made through a third party. This is pitiful customer service.

Then I spent 115 minutes trying to cancel the room. They wouldn't do it. They, the third party (Cancellations), had to check with their "hotel partner" (a second party), as to whether they would accept the cancel request. The hotel partner (2nd party) then had to call the Hilton hotel (1st party) directly. They (the hotel) finally agreed to cancel the reservation. I spent over 2 hours of my life trying to get a third party to talk to the Hilton, and then have a 2nd party verify the refund. This is not the way to treat customers. Goodbye, Hilton.

4. Hilton points are very inflated. In the same town, same class hotel, Hilton requires to spend more points than Marriott, Best Western, and Hyatt. (Hyatt points are actually like a gold standard).

I am HH member since 90-s, we have HH credit cards, and I had very high opinion about Hilton and HH program. Now it's gone. Based on our experience, I changed my mind. I will avoid staying in Hilton by any means because HH loyalty program is useless.

"Your query is related to a reservation. Please reach out to the reservation desk for further assistance."

We said we wanted to check out a day early due to the hotel staff and incompetence and were told they would refund us our day back to our account.. We got a 37 dollar refund.., When I called I talked to a rude foreigner that refused to give me my credit back. He said that's the best he could do... I wish I would have got his name but his was the manager... David ** If anyone reads this that cares I would love to talk to them.

After I told the manager that, THEN she says there was pet hair "all over" the bed and floor. Was this what the housekeeper said because I didn't leave a tip? There is no way I would've stayed in a room like that to begin with. Then the manager said she could label the charge as something different. They knew I was there on business (my email add says it all) and thought that I would just accept that and just charge my client rather than fight this. What a scam!! They are wrong as I will dispute the charge with my CC company and copy/paste this post this on every relevant website I can. I will dedicate a significant amount of time to this. It’s the principle. You're trying to scam the wrong person! I would strongly encourage anyone staying at this location to check your StayFolio/Bill for any unnecessary charges. Apparently, they need to boost their bottom line at their guests expense!

Customer service was, without exaggeration, a nightmare. I was hung up on twice and continuously ignored despite my repeated attempts to get assistance. Normally, I’m not someone who writes reviews or gets upset over minor inconveniences—especially as someone who regularly works in and with various areas of customer service. However, this experience felt deliberately deceitful and highly unprofessional. Because of this ordeal alone, I am very unlikely to ever stay at or recommend any Hilton hotel in the future. Such poor handling of a simple cancellation leaves a lasting negative impression. Disappointing, to say the least.

I called the front desk and reported the issue, along with us seeing another cockroach, and were told that maintenance would be up in a minute. After an HOUR AND A HALF, I called corporate and reported that we were in the dark for over an hour. After CORPORATE contacted the front desk the power finally came back on (but not my granddaughter's iPhone). While on the phone with corporate, she informed me that the front desk told her the maintenance was on the way up to check the room and see what was going on (as well as the cockroach 🪳 issues).

Well, while the lady was still on the phone the maintenance man knocked on the door, my husband opened the door for him to come in (we were thinking he was there to actually HELP us). He stood to the door and said "there was a shortage somewhere, it's on now" and walked away. Never once entering the room to see if any wires were burnt, if any cockroaches were there, or look at my granddaughter's iPhone.

Long story short, we had to pile up in the same room because we saw cockroaches on more than one occasion in the main bedroom (I made sure to video the last one before my husband killed it). Not once were we offered another room. Not once were we offered ANYTHING to right the wrong on this trip. Being without power for an hour and a half, in a 5 star hotel is unacceptable. But, to not have anyone there to show any concern was devastating. I will say that the only thing that was satisfactory was the dining. The food, the waitress, and the bartender was on point. They were all very courteous in the downstairs restaurant and bar. I am very livid about this stay. Disappointed would be an understatement.

FYI: I tried to add the actual video in the review, of the cockroach. I took screenshots from the video just in case it didn't let the video load. I don't know why none of the pics of the cockroach are being posted. The worst of it all was NO ONE EVEN CARED ENOUGH TO TRY TO FIX THE ISSUES (had to call corporate for power to be fixed) WE HAD DURING OUR STAY. WE WEREN'T EVEN OFFERED ANOTHER ROOM, A PARTIAL REFUND, A FULL REFUND, AND NOT EVEN THE EQUAL AMOUNT OF DAYS IN FREE STAYS.... NOTHING AT ALL!!!

Mrs. Kamorra **

I am trying to book a replacement room after they messed up the original one, but they want to hold me to the policy they implemented in July 2025 regarding a deposit. The last representative I spoke to was working from home, and I heard roosters in the background. She said they were her pets. Customer Service is terrible; they struggle to understand English and are very rude and short, with no problem-solving skills at all. The customer is never right, even if the company is wrong. I will file a complaint with the corporation about the unauthorized draft from my account; they didn't even know the name on the card, so how did they manage to draft it? This sounds like a BIG scam to get money from a late cancellation fee.

Friday night I saw a cockroach in the bathroom and on Saturday morning my grandson saw a cockroach in the bathroom too. On Saturday morning I went down to the front desk and inform the person about the issue. We had to moved all our belonging to another room. After moving all our belonging to the new room we had to move again because the TV did not work in the second room. So I had to move to three different rooms in 24 hours I stayed at your hotel for seven day and I had to go down to the front desk every other day to have the pass key rekeyed because the pass key would not open the door. Also after moving to the third room I had to go back down to the front desk to fill out new paperwork.

I paid the Hilton over 1,500.00 dollars to stay at your hotel and it was the worst week I have ever spent in a hotel. My grandchildren were grieving because they just lost their mother and they had to deal with all the issues with the changing room along with their grief. I was not going to complain about my experience at your hotel, but I spent a lot of money to stay at your hotel to be inconvenience. I think that I should be compensated for all of the inconvenience that I endured staying at the Hilton in Douglas. To say that I will never stay at a Hilton Hotel again is an understatement. I was not going to post this complaint, but I sent two emails concerning my issues at this hotel one to the Hilton headquarter and one email to the to the general manager responsible for this property and as this date I have not heard back concerning my complaint.

Problems happen, I get it. What's concerning is that we were here on a corporate trip and rented the entire property. Over 10% of our group got sick with multiple people requiring visits from the hotel doctor. We also know people in the prior weeks group where they had roughly the same number of people fall ill. I contacted Hilton with 2 primary concerns: 1. Ensuring that the property was investigated for health and safety concerns and 2. to be reimbursed for the extra night we paid for and did not get to enjoy.

Hilton corporate was very clear, it is up to the local property and they have little control over their health and safety or reimbursement policies. So the question is why pay a premium to Hilton if there is no expectation of consistent experiences across their locations. They have yet to answer that one. They have lost a customer for life.

I had pre-paid with my Hilton honors points and asked the desk if they would refund the points and they said that “corporate” would have to do it as they didn’t have access to the “points system” and I’d have to wait until we checked out to call Hilton Honors to get a refund. The staff at the hotel were awesome, especially Adriana who was the front desk manager. She said she didn’t have the ability to refund the points but that she would ask the General Manager to “comp” the room and refund the points. A few days after getting home I looked up my Hilton Honors account and didn’t see any refund, so I called customer service and spent a solid hour with reps and supervisors and hotel people on a 3-way call. I thought it was all resolved.

I checked a week later to find that nothing had happened. I called again and spent the same amount of time on the phone going through the same rep/supervisor/hotel person process. No notes or anything else were taken from the first call so I was required to go through the whole process again. This second call ended the same as the last one, still with no resolution. My thoughts on this are that if you pay with points through Hilton Honors, be aware that if you have any issues with your stay, you are just out the points. I think that the hotel General Manger and Hilton Honors folks expect that you will get too frustrated with the run-around that you’ll just go away.

I really wanted to like the hotel and might actually stay there in the future (but I will be asking about the air conditioners) as it’s in a great location with a lot of very nice amenities and really nice staff. However management doesn’t seem at all responsive to issues of it’s guests if it means you want a refund. It’s just unfortunate that you can’t count on people telling you the truth anymore, only the runaround. I do still have hope that I will get some kind of satisfactory resolution, but I expect that’s not realistic.

The General Manager has too many quotas to meet, and the corporate machine doesn’t care no matter how much they want you to think they do. I did receive a call from a supervisor at Embassy Suites, who stated that they had credited my account with the points that I spent but as of this posting they haven’t been added to my Hilton Honors account. The supervisor said that it could take up to a week but its been almost 2 weeks now and there is no resolution yet. Finally, after a 3rd call, I thought I had gotten this resolved. Nope, no resolution. I guess I’m just out 93,000 points.

I am Hilton Honors member, and I regret it. NEVER staying/booking Hilton ever. Even if by reading this post, I can sway away 5 people from booking Hilton, that would be amazing. Their service SUCKS big time and they are a bunch of unstratified losers who only want your money and after that, nothing can be done. I am putting stop payment from Hilton on my card for this weird policy. I hope the review system can go into 'negative'. HILTON SUCKS.

I ended up complaining after 2 nights after barely sleeping on a pull out couch in a room for 2 people and the manager, James yelled at me I had to leave and evicted my family too during a soccer tournament. The travel agency that we paid the non-refundable deposit told me they didn't even contract for any king rooms. The management is completely unprofessional and dishonest. I read reviews online from others who have had similar experiences.

Now when I call to speak with the Diamond Desk the automatic recording says "Hi Daniel, please hold until I get someone to help you. We tried to change the order to put my name first, but Hilton does NOT allow the woman to be listed first on a joint account. Keep in mind that the woman has to attend the HGVC sales presentations, but after that it is all about the male. I have complained many times, but nothing is ever done. If it wasn't for having invested in HGVC I would never use the Hilton chain again. So women, if this would bother you too, then I suggest you use another hotel chain!

Original Review: May 22, 2025

My family and I have been Loyal customers to the IHG brand, but after today my feelings have drastically changed. We've been staying with The Waterfront Beach Resort in Huntington Beach,CA for the past 3 years over 4th of July weekend. I booked our room a Oceanfront, 2 Queen Bed back in March of this year. I chose to take the "so called" cheapest rate available and pay in full up front on the Honors Discount non-refundable. So today I had friends of ours that wanted to join us on this trip, so I said I would look up the rate for them and it turns out there is now a New rate available called The Hilton Sale Honors, that option was not available back in March when I had booked our reservation, and the same reservation like I had booked back in March way well in advance at the supposedly "cheapest rate" and prepaid is now $524.14 cheaper.

Needless to say I am very upset and disappointed to say the least. So I called in to IHG and spoke to a representative and explained the issues to them and they said this shouldn't be a problem to cancel even though I had booked under a non-refundable reservation and rebook under the New Hilton Sale Honors rate since at the time of booking our reservation that option for the New Hilton Sale Honors wasn't available then to us and was something New. Unfortunately, this wasn't the case and when they transferred me to the Hilton advance purchase line they told me that there was nothing that they would or could do for us. I find that very disheartening that being a loyal customer and being treated this way and that they will not help out with the circumstances that the New option wasn't available to us at time of our booking.

Our options were we could cancel but there would be NO refund, what is the point of that lol. I feel like my family and I have really been taken advantage of and robbed of over $500 and this once exciting family tradition has turned in to a unpleasant experience and we will in the future take to another brand under these circumstances. Have a blessed day from a very disappointed Hilton Honors member and credit card holder.

Legally, under common principles of consumer protection and good faith contracting, companies are expected to act reasonably and fairly, especially when circumstances like illness prevent service use. Instead, we were bounced between departments, given inconsistent information, and blamed for not taking action that was never reasonably possible (such as canceling after the reservation had already started). This was a failure of policy, humanity, and basic hospitality. It’s not just frustrating — it’s deeply disappointing to see how far removed Hilton has become from the values they advertise.

I’m sure there will be some copy-and-pasted response from management under this review about "valuing guest feedback" and "contacting customer support" — but let’s see if that’s actually followed by meaningful action. Thus far, Hilton has wasted our time, money, and energy for nothing but an automated apology and corporate indifference. We’ll be taking our business — and recommendation power — elsewhere.

I notified Hilton of the situation and they tell me I have to deal with the local owner. I sent the local owner a copy of both my Amex and Visa bills and my Hilton Honors activity proving the billed me twice and that I only stayed one night. The local owner is still claiming they only charged me once even though it is clearly on both statements I sent them. A month later and it's still not cleared up and Hilton is washing their hands saying the local owner has to fix it. They don't even seem to be bothered that one of their hotel owners is fraudulently charging customer cards as I never signed for the Amex charge. At this point, I have submitted a chargeback on my Amex card and am staying 2 nights at a Marriott Courtyard this week. Guess I will be a Marriott Diamond member instead of Hilton Honors Diamond after 20+ years.

I waited for months to hear from the investigation in order to file a complaint with Hilton. After several attempts to get a result of the investigation, I decided to submit an appeal with Hilton. I wrote to the Hilton guest correspondence email account for an appeal office email to no avail. They kept telling me to write to the Double Tree Hotel in Yerevan even though I explained to them that I have exhausted that venue. I did some research online and found an email for the Hilton Executive Escalations. Surprisingly, they responded that they could not review the case since the time for appeal has passed.

I asked for an exception since I was hoping to hear from the investigation office in Armenia, but they refused to look at my case. Too bad for such a big corporation. I am speechless of the outcome of such unfortunate experience and the lack of will, unprofessionalism, lack of ethics and incompetence of Hilton staff. Anyone can suggest other venues than a court case? Thank you!

Original Review: As a new Honors Member, I wanted to understand about the "fifth night free" promotion. I went here: https://help.hilton.com/s/article/How-do-I-redeem-a-free-fifth-night which clearly states that booking a "standard room reward stay" entitles me to a fifth night free, and a link to a page with tons of terms and conditions. I naturally clicked on the link "reward stays" in terms and conditions, to find out the definition of a reward stay so I could book one. Number 1 reads "1. Hotel Reward Stays ("Reward Stays") are stays at hotels within the Hilton Portfolio with the use of full Points or Points combined with payment, where available, or a Reward Certificate. If any portion of Points is used for the Member's stay, the entire stay is considered a Reward Stay."

So I booked a standard room reward stay, based on this definition in terms and conditions, and didn't get the fifth night free. When I called to ask for the fifth night free, I was told there is a different terms and conditions elsewhere stating that I had to use all points, and so they couldn't give me the fifth night free. Given what I read clearly stated that I would get a fifth night free, I asked for a credit for that night. The first person wouldn't transfer me to a supervisor, but when I kept requesting this, they then said they were the supervisor, and then they hung up on me. The 2nd person said all the same stuff, but agreed to send me to a supervisor, however it sure felt like I was just transferred to someone else at the same level, because the third person was telling me all the same things I already know from the first 2 people.

The third person said they'd send me to a "guest correspondent." This person took a ton of time, and I kept repeating myself about the above, and they kept giving same info as previous people, but this person eventually agreed to add 25,000 reward points to my card (half a night's stay, not a full night's stay). At this point I'd been on the phone for 2 hours. They said they couldn't do more than 25,000, and that no supervisor was available. They took my number and said a supervisor could call me the next day, we'll see what happens...

I returned my rental and called the hotel to get the shuttle. The desk person (a young ** girl with no name tag) said I should go to location 40. She spoke very softly and I asked her to repeat it and she said 14. I said one four and she said yes. I walked to that location and waited for 1/2 hour. I called back and asked how long it would be and she said I needed to go to location 7. I asked why and she said they only picked up at locations 48 and 7. Those locations should be given in writing. The only bright spot in was Katie at the front desk who was extremely helpful and friendly.

I’m almost willing to bet my life savings that it was an inside job. Lots of extra “people” hanging around in the lobby when we checked in at 9 pm. Some had brooms, one was just sitting behind the desk doing nothing, a couple had on t shirts that said security on the back. Maybe they should have been in the parking lot keeping an eye on things. I just don’t think they were all on the clock and no one was helping anyone that was checking in!! When we got in the shuttle to go to the airport the next morning at 4 am it reeked of pot and a woman behind us asked if it was safe. The driver has not said a word to any of us on the shuttle. Just don’t put yourself in a situation at this hotel and since corporate doesn’t see anything wrong with this situation it might be best to stay away from the entire Hilton chain of hotels!

Hilton customer service does nothing to hold anyone responsible so their reason for the general manager to replace the broken equipment. When you view the webpage it shows a fully functional gym but when I bring it to Hilton C.S. attention they tell me to contact the Hotel even though the equipment is tagged out of order.. I'm sorry but four pieces of cardio does not break overnight. It's been that way for a while. I contacted the hotel twice via email with my dissatisfaction but no one replied. Shame on you Hilton for not holding anyone responsible.

I'm sending pictures to back up my claim. In the meantime if you're going to Tahiti in Moorea just know there will be no functional gym. Be sure to look at the promo photos at the resort as to what it's supposed to look like and know it's unusable. It's to bad because the employees try very hard to be helpful but the general management won't take "any" responsibility and neither will Hilton. I've given the dates confirmation # and have gotten nowhere. The pictures show the neglect.

On Tuesday, I left for the office and responded to a text message from Madeline, informing me of a pending fire alarm and requesting maintenance to check my heater. Cedric, the front office manager, kindly replied that maintenance would be sent up as soon as possible. Upon my return on Tuesday evening, my room was still cool, so I adjusted the thermostat again. On Wednesday, I arrived back to a very cold room. I called the front desk, and maintenance arrived within minutes. The maintenance personnel informed me that the heating element required replacement and would not be replaced until Thursday. I requested to be moved to another room but was told that no rooms were available. The best they could offer was to deliver a blanket, which they did.

On Thursday, I received three calls during my workday, which was difficult to manage. I was informed that I would be relocated to a room a few doors down. I informed them that I would return to the hotel as late as 8 PM and was instructed to check in at the front desk to receive the key for my new room. Upon my arrival at 6:45 PM, the front desk attendant began the process of assigning me my new room. She was using her phone during the check-in process to resolve a call service issue with her cellular company. I remained courteous and quiet while she multitasked. She handed me the key for room 340 and instructed me to return the key for my current room once I had moved all my belongings. Although it was inconvenient to move to another floor, I decided to be grateful for a room with heat. The relocation took me 45 minutes to pack and unpack, and I was able to start my work activities by 8 PM.

At 9:45 PM, I received a call from the Homewood Suites front desk. The person asked if I had moved rooms, to which I replied yes. She informed me that I was in the wrong room and would need to move. I expressed my disbelief, as I was ready for bed and in my pajamas. She insisted that I move because it was against policy for me to stay in the room. I explained that I was tired and not prepared to move my things. She insisted and offered to help me relocate. I hung up the phone.

I waited for ten minutes, but no one came to my room. I called the front desk and asked when help would arrive. She responded curtly, stating that she could not come immediately due to other customers. I asked why staying in the room was against policy, and she explained that it was not the type of room I had reserved. I clarified that I did not choose the room. I asked if I would receive credit for the inconvenience of moving twice. She replied that I would not receive credit for the relocation but could contact the manager regarding credit for staying in a room without heat for three days. I became very upset and stated that I planned to log a complaint with my business travel department. She reiterated that I could not stay in the room.

I began packing my things, feeling very upset. At 10:30 PM, I received a call informing me that I could go to bed and sleep in the room. This experience represents a terrible display of customer service. Homewood Suites at Del Mar has treated me with disrespect, without compassion, and has inconvenienced me beyond description. They have tarnished the Hilton brand. I have been cold for an entire week and was almost bullied out of my room due to a front desk attendant's error. Homewood Suites has lost my business, and I will inform all my coworkers not to book with your facility. I will also recommend that my company removes your facility as a recommended site for accommodation for our employees.

Saturday I went down to the lunch buffet and after getting food and sitting down I asked a worker if it was okay to leave my stuff and run to the bathroom. They said yes and I was gone for all of 3 minutes. When I returned everything had been taken and thrown away. I had to hunt down a full pack of cigarettes that was left on the table with my food and that had been taken as well. Luckily I found them with a worker. I did not bother trying to get more food.

Friday as I’m sure you are aware one of the 2 elevators went down leaving only one working elevator for the rest of the weekend. That in itself was ridiculous with the amount of people staying in the hotel. The biggest issue here is your employees being told to close access to the stairs which I’m sure you know is 100% illegal and against fire safety codes. I understand that children were unattended but 1 that’s not my concern as my children know better, but 2 it’s just absolutely unacceptable to treat customers the way we were treated and denied access to stairs thereby forcing everyone to stand in line for an hour or more waiting on one elevator. When we complained to the front desk they ignored us and told us to call the 1-800 number. When we called the 1-800 number we were hung up on, laughed at, called liars, and completely treated like trash.

This is unprofessional and a safety issue for every single person staying at that hotel. I am very unhappy with the stay overall and will not return be returning to this hotel in the future. I would rather stay miles away from the cheer comp and be inconvenienced than stay here again. The hotel management and owners should be ashamed. Red Line should be embarrassed to be associated with this hotel as this is how many of their competitors and their families were treated. Do better Hilton.

Original Review: Feb. 20, 2025

I booked a room as we would be arriving in Phoenix late. I used 50,000 points for this stay. Unfortunately, we were held up in S Carolina due to airline scheduling. Wound up staying in a Hilton Hotel in S Carolina. I reached out to the hotel that afternoon, and they would not help me out to cancel & refund the points. Seems there should have been a little flexibility to allow a cancellation and refund of points under the circumstances.

When I get there past 10pm, the front desk Samuel said that I would need to pay with my credit card because they were not Double Tree and that could have a possibility that the manager would refund and accept the voucher (there were no guarantees whatsoever). I asked them to get me a room at Double Tree which was about 20 minutes away and was everything set so I would be in the right hotel and would have a place to sleep for only 6h, I got an Uber and paid out of pocket. I had no idea that my nightmare was just about to start...

When I got there the story was completely different: they said that my voucher could be fake and they had to charge my card and in the next day in the morning, that charge would be refunded in case my voucher was legit! I was badly treated by the front desk guy, the guy still called his Director CHERLIE ** who was extremely unprofessional and rude, even with Hilton employee.

I called the TRU Hilton and asked to speak with the manager. Priscila was the one who actually tried to help me. I passed my phone to the front desk at BAHIA MAR FORT LAUDERDALE DOUBLE TREE BY HILTON and she told the front desk guy that my voucher was not fake and there was no need to charge me the full fee (just $50 deposit). He ignored that request and I had no other choice but handle my card so I would not sleep on the lobby.

When I was going to my room, it was already 12:30am, I asked the front desk about getting some help regarding my luggage. He said there was no one available to help (he could have helped but he didn´t), I had to drag 2 huge suitcases (one of them over 52 pounds) over at least 40 stairs. The front desk guy refused to change my room and he knew I would struggle to go thru the stairs with my luggage. In the middle I felt one of my vertabraes literally cracked. My pain was indescribable! I could not sleep one minute due to the pain in my back! I am still treating with anti inflammatory medication and it doesn't seem that is actually getting better so maybe surgery might be considered.

Next day in the morning I had to pay to another uber, again, out of pocket because they didn't have a shuttle for me in that location. What should be a good experience turned to be my worst nightmare. Several days later I got my refund after contacting corporate because they didn´t act as promised and they kept my voucher (I could still take a picture of it though). They did nothing but what was the least minimum but not enough. After contacting corporate, they said the hotel in Fort Lauderdale would handle the issue, giving me some kind of compensation. Ms. Cherlie ** called me and offered another voucher! Really? Do I really want to go thru all this again in the future? I think I deserve more than that!

Few days later I has contacted by another person, PJ **. He was extremely rude on the phone, talking ironically like I was lying, no manners whatsoever. That conversation was followed by an email saying that they owe me nothing, that they didn´t refuse to help me with the luggage. He also said I was financially compensated which was a big lie. The only thing I got was a refund of the charge I got in order to get a room to sleep, but I used a voucher to pay for my stay so they didn´t give me anything! I really do not understand how people like that can keep their jobs in this kind of industry! I really hope something can be done regarding this event, otherwise I won't have another way but hire my attorney and take the matter to another level since I am the one injured, badly treated, discriminated and called "Con Artist"!

Original Review: I have been a member of Hilton Honors program since 2012. Working my way up to lifetime diamond. My account was hacked back in 2017 or 2018 and all my rewards points were used to rent a room in Singapore. Once I became aware of this I called and spoke with Hilton and they gave me my points back. However, this was only the beginning to the nightmare trying to continue on the path for Lifetime Diamond Member. I have called on numerous occasions and have to spend hours on the phone showing that my old account was hacked and they have to merge them together.

This is apparently way more difficult than I can imagine because they can't keep this together. It's not like Hilton Hotels are anything special because they are not at all. The main reason that I continued to use them is so I could maintain Diamond status in pursuit to Lifetime. At the end of the year I needed 7 more stays to maintain my Diamond status and thought that I did the right thing to maintain this status, but apparently I didn't.

I also learned at that time that they still don't have my old account merged with my new account so I was only showing 3 years of Diamond Status which should be more like 7 and with this past year 8. But the representative didn't care to have the discussion. Without the incentive to pursue the Lifetime Diamond Status the only reason for me to stay at any Hilton property would be is there isn't any other options. The rooms are mediocre at best, overpriced for out of date properties, and it appears they are willing to screw over loyal patrons to make sure that they can't obtain the Lifetime Diamond Status. Since I am not willing to argue with Customer Service anymore since my account was hacked I will just do what makes the most sense, and take my business elsewhere and encourage others to do the same.

While we love the good points we are going to try Marriotts Elyton Hitel done the street next time. Hilton has another collection hotel a few blocks away but it's small fitness center is not well equipped. I used it because Redmond didn't have an operational one. Treadmill tracks have no give, single bike is a peloton that most people don't use, there is no recumbent bike, ear phones are available but there appears to be no use for them on the machines (crazy!), the machines screen has no TV or app access. All and all disappointing.

This is a franchised hotel. Though it carries the brand Tru By Hilton name, it is not owned or operated by Tru or Hilton. However, they are still bound by the Franchise Disclosure Document, and are in breach of their contract for not maintaining brand standards. I saw a review recently from a recent guest. There was more than one spider in their bed, and don't ya just know it, the GM refuses to call this person back. Shocking, right(?) This is a clear pattern of behavior, and although many guests have neutral experiences, there are those that have not and they are egregiously ignored and denied their guest right to resolution,

To summarize and recap: I was profiled. Discriminated against. The GM, Michael ** and several employees subordinate to him, conspired to intimidate me. Assaulted me. Intentionally provided law enforcement with false information. Are concealing material facts, and refuse to resolve the matter, and refuse to provide the contact information to the CGL insurance provider.

Side note, did you know that businesses are not required to give you their liability insurance provider information? I mean, if you get into a car accident...what does each and every one of us need to provide...INSURANCE! So what makes businesses above this(?) Perhaps citizens will join forces and petition the courts to change this practice. I can not emphasize enough, STAY AWAY FROM TRU BY HILTON-EUGENE, ANY HOTEL OWNED BY KOMAL & ALPESH PATEL, ALKO Hotels, ALKO 500 LLC, ALKO 501 LLC. This includes the Cottonwood and the Fairfield hotel adjacent to Tru By Hilton-Eugene and their newly purchased Tru By Hilton Aloha Beaverton.

I am so sickened by the incident having taken place at all. Business owners/management being allowed to not only commit crimes against patrons, but continue on as if guests/patrons don't matter and the incident never took place. I don't know if anyone else has had this kind of rock bottom bad experience at Tru By Hilton-Eugene, but they have crossed a determined, articulate, intelligent and tenacious person with the endurance to be a huge thorn in their sides. Please, heed the warning; AVOID LIKE THE PLAGUE!

This transition has been handled like they left it in the hands of inexperienced leadership. This is a literal vacation nightmare and not the way you treat loyal customers. The rates for hotels in the area has doubled or tripled since we booked and they told us "Unfortunately there is nothing we can do." They absolutely could honor the point pricing at another nearby Hilton property, but instead chose to alienate their "valued customers". Poor business practices and lacking customer service at best. Just shameful.

(3) Toilet would not flush around 9:20 p.m. and instead of having maintenance fix, we were given a bucket and a very weak plunger (we fixed it noting that the lid said in part, "please return to front desk"), (4) Couch in room had massive tears and we were advised to put sheets on the couch to avoid staining our closets. Why was this couch still in the room? Why did WE need to put on the sheets? and (5) when these issues were brought up again at check-out, the front desk person was very helpful; however, after consulting with her manager, only provided 500 Hilton Honors points (very nominal, would have expected at least a 50% credit.

The 2nd one we said no only to be aggravated by this lady and then the lady still signed us up and said, "If you change your mind just call me tomorrow and I will cancel it for you". Which to be able to get away from her we did. She then kept hounding us as we were trying to get unscheduled and make sure that they don't charge us the $50 scheduling fee that is refundable if you go to their meeting. Then 2 days later they charge us again and try to reschedule us. We went to relax and enjoy ourselves only to be hounded.

We enjoyed the accommodations but their sales crap is awful. And the person scheduling is the one you get your parking pass from so you can't just skip this process. Now we find out after we get home for about a week that they actually took one of the $50 from our bank account. This is a rip off and to be honest if hilton don't get something different with this we will never stay at another one. We stay at Liki Tiki in Orlando and Polynesian Isles in Kissimmee Florida. Hilton isn't worth the stay. I'd rather be in a Super 8 motel than be aggravated by a sales pitch every time.

Long story short I then tried to work with them and they refused to refund even though I did not stay in the room. I then reached out to Hilton Honors to request the refund on my behalf. They still refused. While most of my experiences with Hilton locations have been good, I would not recommend the Homewood Suites Springfield, Mo. They are one sided and refuse to see customers point of view. I basically paid for two hotel rooms because they would not honor the 3 pm checkin that was offered and requested on the Hilton Honors app.

The second time housekeeping came to the room, only the trash was emptied. The bathroom was not cleaned once during my entire week stay. I had to make my own bed and found a long strand of hair that definitely was not mine. I felt like I was staying at a low budget motel instead of a Hilton property. I called the 800 number and emailed Angel, the hotel manager to inform them about my grievances on Saturday and Sunday, respectively. Both parties said they would give me a call and here it is 5-6 days later and I haven’t heard from anyone. Clearly, since they already have my money, they don’t care to honor their word nor do they care about customer satisfaction. I will never stay at any Hilton hotel again due to the utter lack of integrity management seems to have when it comes to unsatisfactory service.

After a week of calling, today I was told that the points WERE DENIED because I was already "awarded" a refund for a hotel I could NEVER HAVE physically been able to check into. I can only conclude after speaking with the Supervisor today that they do not understand, nor care about the difference between safety and accessibility, and they clearly intend to make up their lost revenue by FORCING clients to pay double to stay at a different property, or accept being put at risk of inability to GET TO THEIR ROOMS. This brand is a DISGRACED SHELL of the formerly established Hilton brand, and it will be my last stay ever in one of their properties.

It was very noisy, and after overlooking all of that, when I went to get our breakfast that last morning, the lady working in the dining room said I was just a silver member, that my breakfast wasn't included, stopped serving me and waited on the lady beside me who came in after me and waited on the lady on the other side of me. I had to go to her counter to let her know I was finished. She sat at the table with the food being served while she was working, and the lady at the front counter didn't know anything about our breakfast being included, and we were charged $60 for breakfast for 2 days.

There was no supervisor on site. I called customer service and was told a resolution would be within 72 hours later. I had to call them back 3 days later and they said they would not do anything about this. I found out that if you use points to book your reservation, that your breakfast is not included although I checked that box but yet there was no notification! Also, they had the nerve to ask me if I wanted to book a Hilton Grand Vacations package deal, in which I might say, they are offering less and less each time. There are plenty of others that would appreciate my business!

The whole island then went without internet service, no cell phone service, no wifi, no TV, nothing. They closed all the restaurants on Tuesday except the lobby bar and they were all still shut on Friday. We had 2 casino tickets that they would not cash in for us. They did not offer to compensate us for any extra nights of rooms or food. They put out one Jenga game in the lobby for all the guests. They said they were afraid their employees could not get home. Then, anyone with good management skills, would have kept the facilities open and put the employees in rooms there. The hotel was barely full.

We got a letter from Mr. ** saying he was sorry for any inconvenience but once again did not offer any comps. Then, there was another manager, I was told was William **, or something like that. They just sat around in the Chinese restaurant tables and chatted. This William person is the rudest, most unpersonable person I have ever had to be around. He does not need to be in the hospitality business. We come over for business and stay at the Hilton. He has never smiled, never said anything to anyone. I actually walked up to him a couple of weeks ago to talk to him and he turned his back on me and walked away. Never said a word. This does not represent the Hilton name.

This poor management needs to replaced with people who are customer oriented, smile, make contact with guests and bend over backwards to accommodate them when they think something is going wrong. We finally got the internet at the Big Game Club whose manager, Stephen, was super helpful to all of us who were stranded. We had to get back our homes and had to book flights out on the seaplane costs us a lot more money than we expected. And after having to pay for more nights at the Hilton and one restaurant there and one open on the island, it was not pleasant.

The Hilton has been there long enough to know that they need some kind of equipment to keep the internet running. At least we had power. They closed the beaches, closed the pools, closed the casino, closed all but one restaurant and treated us like we were nuisances. I would like to see something done about this and hope that the people who were there would be compensated in some way. Robert and Teresa **

When we got here though we found out that there was an extra charge - fair enough, except I thought with what we went through just last week they would at least just comp the breakfast - So I called Hilton 800 number.

The first person I got was very nice but had me on hold and was back-and-forth until I got disconnected after 25 minutes and she didn’t call back. I called back again, explained the situation - I was unaware of the charge for the breakfast buffet however, would they be willing to comp considering the previous week the major issues we had at another Hilton The customer service agent told me I didn’t even have a reservation and I said look I can send you the papers. I am sitting in room 210 right now. Which is a $620 a night Two bedroom villa.

She was rude and insisted I don’t have a reservation. I gave her the reservation number. In fact we had two rooms one was 621 a night one was 350 night. We had a king villa and a twin deluxe. I’m sitting in this room as I type. Anyways, she basically called me a liar that I wasn’t at the hotel and said she could have a manager call me back in 24 hours even though breakfast is in the morning. I understand that what happened at the other Hilton last week has nothing to do with this hotel but I thought customer service was supposed to be customer service and that they would say I’m sorry for what you went through last week. Sure, breakfast is on us. As far as I’m concerned, I don’t ever wanna stay at another hotel Hilton - and I am an honors member. Photo from our room.

1. Room Condition: The room was outdated and not well-maintained. There were visible stains on the carpet, worn-out bathroom fixtures, and the cleanliness was below standard. Housekeeping left dust in multiple places, and the bedding didn’t feel fresh.

2. Customer Service: The staff, while polite, were ineffective in resolving issues. I experienced problems with both the Wi-Fi and a malfunctioning air conditioner, and despite several requests, neither was fixed during my stay.

3. Check-In Delays: After flying in from the East Coast, we arrived at the hotel at 10 a.m. and were exhausted. Although we understood early check-in wasn’t guaranteed, we went to the trade show and returned at 4 p.m. expecting to finally relax. However, due to a power outage earlier in the day, we were told the system was down and we couldn’t check in. We were told to come back in a few hours. In the meantime, we went to the hotel bar and restaurant, only to be informed that the credit card system was down, and we could only pay with room charges or cash. Unfortunately, all the ATMs were down as well, leaving us stuck. We had to sit with our bags for three hours before finally getting into our room.

4. Construction Noise: On top of the check-in issues, the noise from nearby construction was unbearable. The hotel played music so loudly that it was distorted, making it impossible to understand or relax.

5. General Noise: Beyond the construction, the hotel was loud at all hours, with disruptive guests in the halls and no apparent effort from the staff to manage it.

Overall, between the delays, the noise, and the poor handling of the power outage, this was a deeply disappointing stay. I expected much more from a Hilton-branded hotel, and I wouldn’t recommend staying here.

The television for cable kept going down and you couldn't watch any TV. The irony board was left out and whacked me on the back of My Head because the maid service could not put it back into the cabinet because the cabinet doors wouldn't open. The bed skirt was ripped in hanging on the floor underneath the bed. I went and sat down on one of the beds and the mattress wasn't quite set on the frame and fell. I went to call front desk to complain and let them know I couldn't get the hair dryer out and my refrigerator isn't working but guess what? Not only was the cord to the handset of the phone not connected but the phone was dead as well. There was really nothing in the room that worked. The shower curtain was ripped. The hot water was not very hot and all I got was a bunch of excuses and apologies.

The next morning I thought the breakfast was going to save my Horrible stay but the breakfast was worse than the room. First of all you get no service in the restaurant and didn't have anybody wait on me but it was buffet so I guess that was okay. I have to be honest with you. That was the worst breakfast I've had in a long time. The eggs tasted like they came out of a box. The bacon and sausage was so dry and overcooked the French toast wasn't too bad but it was cold and there was no syrup put out or butter so I had to ask for that. They served me with a plastic spoon and fork with a paper napkin inside a plastic little bag. I had to ask for a cloth napkin and real silverware. When I went to go check out at the front desk and explain all this to the assistant manager, I never got an apology. She gave me a big attitude and got very defensive about her hotel.

I wrote this review to warn people not to stay at this hotel because it's old and outdated and the staff just really doesn't care. The maid service could have rendered the issues with the hotel if they did their job properly but it apparently is not been done correctly because the ironing board wasn't put away. The phone wasn't working. The bed skirt under the bed was ripped and sagging on the floor. The bed was not properly put on to the frame and all these things could have be avoided if they would just probably have cleaned the room correctly. It was obvious that these things have been left unattended for quite a while, so that leads me to believe that the cleaning service just doesn't care.

Honestly the maid service looks like they just made the beds, clean the bathroom and change towels. But if they would have cleaned the phone or put the ironing board away they would see that the furniture wasn't working correctly and the room was in maintenance Disarray. It was super disappointing for a Hilton hotel. It reminded me more of the chain Motel 6. All in all it was a total fail and the hotel should be embarrassed to present a room and treat their customers like they did mate. And to top it off. I paid over $160 for a Motel 6 quality room and stay. Super duper disappointing for that chain and I would avoid this hotel at all cost because it just wasn't my room. I'm sure it was others because a hotel needed some serious renovations and remodeling. Just old looking and outdated!!!

I talked with a gentleman by the name of Mr. JAFAR **, who listened to my grief... And when I had vented my conflict, he calmed me down and told me he was the front desk manager and ask me to not leave because he was willing to bring up my meal along with giving me a small concessional credit so that I would not go to another competitor, the...HYATT REGENCY. In fact.... I was livid by the actions of Jamal **, but instead, he showed the customer service skills and concerns as a manager deems necessary. And because of his professional candor... I will come back. I am a Regional Manager, to which that the customer comes first and is always right.

I notified the operator who was very kind, expressly told me that the manager on duty was named Jamal **....when speaking with him he was very curt- condescending with a hint of arrogance by not addressing my name to which I learned earlier on that when you call front desk there is a caller ID to identify the party's name and room... So our conversation started off by him saying that the operator told him that someone from this room had wanted to speak with him....at that point I corrected him to address me correctly because I was a 1st time reservationist with you all....I ask him could he bring up my food because I was literally just getting out of the shower, while wiping the film of water off....HE QUOTED THAT HE HAD OTHER THINGS TO DO RATHER THAN BRINGING UP MY MEAL... WHAT EVER HAPPEN TO THE OLD FASHION CUSTOMER SERVICE (CLICHE) of pleasing the customer with reasonable guidelines...

Instead he was very nasty by stating that it was not ordered through the restaurants here and it was not his JOB. This is my 1st and last time I would ever stay at the PALMER HOUSE....after his chiding me of his noted experience of the Hotels that he has worked in would tell me he is not a sound minded individual who has sustainability to which can proudly say I've worked here for years and that I thought was what had built the reputation of THE PALMER HOUSE... But nonetheless, I did not get my meal, but did get my refund from UBER as a result of not getting my delivery... But you can rest assure when I return to Birmingham Alabama, I will definitely tell my friends to never partake a reservation with THE PALMER HOUSE because the manager does not have any social or customer service skills other than drawing a check.

After weeks of delays and evasion, their so-called "legal department" resorted to aggressive phone calls, attempting to intimidate me rather than resolve the issue. I was left with no choice but to file a police report and lodge a complaint with the Better Business Bureau. Throughout the entire process, the hotel employed stalling tactics and provided misleading information to evade accountability.

What made this situation even worse was how both Hilton Parsippany (specifically Mohamed Abdelrehim) and Hilton Corporate (Donna Balch of Hilton Executive Customer Relations) handled the aftermath. They falsely claimed to the Better Business Bureau that I had not responded to their attempts to contact me about an insurance claim. In reality, they ignored my repeated efforts to find a resolution, responding only with empty platitudes about safety and high standards in their replies to my online reviews.

This hotel's behavior raises serious concerns about its integrity and respect for guest safety. They not only failed to take responsibility for the damage but made the situation even worse through their unprofessional and dishonest handling of the issue. The complicity between the Hilton Parsippany and Hilton Corporate is deeply troubling and reflects a systemic failure to prioritize guest welfare. BBB (Better Business Bureau) review #449617. EXECUTIVE CUSTOMER RELATION-HILTON PARSIPPANY-GA FILE # 215079121

Keep in mind also that the franchisee hotel that you have issue with would not even have your credit card information absent you giving it to Hilton as part of the booking process unless you booked through a third party, a situation I am not sure of what the contours fully are. Also, as said in the case of Hilton, its "customer service" effectively functions as interference for Hilton while attempting to push everything back onto the franchisee. Thus, you may receive some token remedy from Hilton willingly but that is about it. Anything that matters and that the franchisee does not agree to remedy will not be rectified substantively by dealing only with Hilton "customer service." More pressure must be applied.

Furthermore, the lack of knowledge displayed by the customer service representatives and the apparent devaluation of our business by the management is disheartening. In today's competitive landscape, customers should not have to tolerate unprofessionalism and mediocrity. It's crucial to remember that customers are the driving force of any business and should be treated with the utmost respect. In all honesty, I cannot in good conscience recommend anyone to attempt to call or book using the Hilton Grand Vacation Service.

Again the computer wouldn't allow her to even modify the booking even though she was more than willing to help. So she told me to call the Hilton Diamond Desk saying that they should be able to help. "I'm sorry sir. The system will not allow me to modify your booking." Saying it is "policy" to not allow modification of a non-refundable rate. I wasn't even asking for a refund at this point. I pre-paid for the room, called 3 days prior to the reservation, and they still are unable and unwilling to help their customer. I will never EVER do business with a company that doesn't allow a person to override their system to assist a customer. Customers are not the boss at Hilton Inn. Customers are NOTHING to Hilton Inn.

We were in Holyoke to attend my parents' funeral. Night manager was rude and exhibited lack of empathy or personal animus. We really can't understand the night manager's true motivation--financial or otherwise; however, we know the result was unfriendly and unhelpful. We didn't expect or need this at the moment. With "no rooms left," at Homewood Suites by Hilton, we searched and found a room at Fairfield Inn & Suites by Marriott. None of this was convenient at 4 a.m. Even though my daughter and I spent zero time in a room at Homewood Suites by Hilton, we were billed in full for all three nights--August 9, 10, and 11. Didn't expect that either. The lack of hospitality was bad enough--but then to be charged for a room we didn't have use of ...Beyond ridiculous.

Do you think I paid over $200 for this stay to use someone else's soiled towels? I do have pictures of all. As a HH member this is unacceptable. If I wasn't a HH member it would not be acceptable. I am more than disappointed in this stay to include the customer service. Whomever in housekeeping that cleaned this room last had to see that towel and still folded it and left it. After coming off of a cruise ship today and visiting areas of Miami my family can't even take a nice hot shower to wash the day away because we now all feel as if this establishment is just NASTY!!!!

The surprise is that ever since I have been chasing Hilton customer service to get a refund and provide some solution for this harassment. Their VIP service line, which is accessible to my company, has not bothered to resolve the issue! So much for the VIP service. I have stayed at the Hilton many times. This is the first such experience. However, one of the reasons we pay a premium for such hotels is to get good service. My company has many international travellers who come relying on the hotel rooms they have reserved. If Hilton staffs grumpy, untrained receptionists who are authorized to evict paying customers, and if the customer service can't help such hapless victims, one might as well save the money and check in to a cheap motel.

As a long-standing Hilton Honors member, I’ve never encountered such a situation before. My advice to others: do not leave anything behind at this property. It’s been a frustrating experience dealing with what feels like a bunch of crooks. I’ll keep you updated on the outcome, but for now, I recommend steering clear of this place. Cancelling my Honors and switching to Marriott Bonvoy.

We understand the global power outage that affected the world on July 19th. While it was an unfortunate circumstance, we feel that the hotel did nothing to mitigate the problem and uphold our contract. Many hotels on July 19th, including other Hilton properties, were able to resolve their issues; however, the Embassy Suites Chevy Chase did nothing to alleviate our situation. We never want another family reunion to go through what we experienced. We would like to be able to leave positive reviews for your hotel instead of the negative ones we feel compelled to leave.

Here is a detailed account of the issues we faced: **July 19, 12:00 AM**. - We were informed that the system was down and no one could check-in. - Some of our committee members were already in the hotel, and their keys were disabled due to the system failure. **July 19, 9:00 AM**. - A group of our members tried to check in but were told they could not because the system was still down. - One of our committee members tried to talk to Craig and his team, but we were told there was nothing they could do. We asked if they could manually work around the system failure, but they told us no. - No access to pool, laundry or workout facilities.

**July 19, 3:00 PM**. - This was the allotted check-in time for the hotel. By now, the majority of our party had arrived, but the system was still down, and no one could check into their rooms. - The hotel finally agreed to do a manual check-in; however, no one could get room keys. - No access to pool, laundry or workout facilities. **July 19, 4:00 PM**. - The hotel asked everyone to line up because they were going to manually get us into our rooms. Our family waited for hours for this process. - The front desk, back desk, and even the accounting staff had to come out and manually let hotel guests into their rooms. - Our first family reunion event was scheduled for 6:00 PM but did not happen because of this room fiasco.

- Some members decided to check in after the 6:00 PM event. They called the hotel in advance to inform them of their plans in light of the outage. The hotel manager that day, Maahi, assured our members that all of our rooms were secured. However, upon arrival, the hotel receptionist told them that no more rooms were available despite our contract signed over a year ago. - Per our room block, we were all scheduled to have rooms on the third floor; however, we were dispersed with no consistency to our room block. - During check-in, the staff did not securely store our credit cards and IDs. Instead, they left copies of our valuable information under front desk keyboards, ultimately leaving us at risk for fraud now and in the future.

- Upon entry into hotel rooms, many of our members found that their rooms were not only not clean but there weren't any available housekeepers because they were charged with a different task of assisting the front desk in getting people to their rooms. - No access to pool, laundry or workout facilities. **July 20**. - No key cards had been issued. - All of our members had to be escorted to their rooms by security. - The staff that escorted us to our rooms were not properly uniformed, making it difficult to know if they worked for the hotel. - Strangers were entering rooms that were occupied, putting us at risk.

**July 21, 4:00 PM**. - We were finally allowed to get our key cards. - Hotel staff freely passed out room cards without verifying who they were giving them to, leaving our persons and possessions at great risk. Some of our members' belongings were taken. **July 22, 6:00 AM**. - A false alarm went off, startling all guests awake. We did not know the alarm was false, causing our disabled and elderly family members to hobble down 7 flights of stairs. - The alarm went off in only certain parts of the hotel, causing chaos as some members were aware of the potential danger while others were not.

**July 22, 11:00 AM**. - Housekeeping began entering rooms and taking and consuming items before check-out was completed. **July 22, 4:45 PM**. - A second alarm went off, causing our members to evacuate yet again. This alarm was also false. - Members were charged a higher rate at checkout then the family rate of $179. This issue still persists and has not been resolved. This series of events caused significant stress and disappointment for our family members, especially the elderly and disabled, some who were dislocated from the Embassy Suites Chevy Chase and had to relocate to another hotel in the middle of the night, only to be told that only their taxi ride would be reimbursed. We deeply respect and value our elders, as every family should. Our age ranges vary, with our proud 80-year-old members traveling among us and our youngest members just 6 and 18 months old.

We chose our accommodations and locations with all of our members' needs in mind. Our family came from as far as Hawaii to participate. Our carefully planned family reunion was disrupted, preventing us from enjoying the special moments we had anticipated for years. The entire **- ** family, including the 150 members in attendance, stand united in this grievance. The Microsoft breach was an issue for Hilton to address, not for the customers to bear. However, with no remedy or apology offered, it feels as though we are the ones being punished. During this crisis, the managing staff hid in their back offices, avoiding communication with understandably frustrated patrons.

The **-** family requests a formal apology and appropriate compensation for the distress and inconvenience caused by your hotel's mishandling of this crisis. According to our contract, under the cancellation clause, we are required to provide 180 days' written notice of cancellation, otherwise, we would be charged for failing to meet our contractual obligations. It is clear that your hotel did not fulfill your end of the contract by providing adequate lodging services. Additionally, our planning committee is deeply troubled by your hotel's disregard for the significant effort and work we invested in organizing this event. We are committed to pursuing this matter further with local consumer protection authorities, including, but not limited to, the Better Business Bureau, the Attorney General's Office, the Federal Trade Commission, the Department of Public Health, and the Department of Consumer Affairs.

Additionally, we will leave reviews on various platforms such as TripAdvisor, Google, Yelp, Hotels.com, ConsumerAffairs.com, Reddit, Facebook, X (formerly Twitter), Priceline.com, Expedia.com, and Booking.com. These reviews will be entirely negative unless there is a satisfactory attempt by your team to resolve this issue promptly. If resolved effectively by a responsible corporate leader who values their loyal guests, the reviews will reflect that positive outcome. We understand that unforeseen circumstances can arise during travel, and our final assessment will depend on how your management addresses and resolves the issues exacerbated by your staff’s and management's ineptitude. We sincerely hope you will take our feedback seriously and ensure that such a situation does not occur again for any future guests.

One of the challenges we encountered was with the housekeeping service. While the staff was friendly and changed towels daily, we were surprised to learn from the reception that we were limited to only two large towels despite booking a king bed room. The breakfast offering was another point of concern. When we made our reservation, we were under the impression of a full breakfast service, but upon arrival, it was reduced to a limited selection of bagels (plain, everything, and cinnamon). Fresh fruit was notably absent for the majority of our stay, which was disappointing considering our previous experience with a more varied breakfast menu.

Overall, while Spark by Hilton is suitable for short stays, it may not be ideal for extended vacation stays based on our recent experience. We appreciate the efforts of the housekeeping staff and the courteous service received but believe there are areas where improvement is needed to better meet guest expectations. We recommend that management consider reinstating some of the removed amenities and revisiting the breakfast offering to provide a more comprehensive and consistent experience for all guests.

Admittedly, she did have some trash in the trash cans that were trash from smoking products but again nothing was lit or smoked in the room. We check out and leave on time with no issue. She lives 2 hours away and I live 4 hours away from the location. Once we finish out fun and shopping in Charlotte and begin to head home, I get a smoking charge of $250. I immediately call. I was told but the supervisor that he was told that the room smelled of smoke and a machine was being ran in the room. I asked him, "Well did you go in the room and see if you smelled anything because a machine is unnecessary given that no one smoked in the room." He stated no he did that. The housekeep told him it smelled of smoke. I told him that was untrue and that she only saw smoking trash not smelled any smoke in that room because no one smoked in the room.

I told him it's unfair that I am being charged over my trash because no way the room smelled like smoke, and no one smoked in the room. He told me the only thing I could do was talk to the general manger. I work 12 hours in law enforcement (absolutely no way did I break it). I called him 4 times to no avail. My information was left so that he could call me. I was at work when he returned my phone call, so I didn't get a conversation. His message to me was I did smoke in the room and the policy is very self-explanatory so there is nothing further to discuss. However, clearly it’s not self-explanatory when I am being charged off of our trash and not the actual smell of smoke. I know I am a little fish in a big pond, but I will no longer be staying at one of my favorite hotels from being charged for something I would never do.

Jordan also falsely claimed to be a supervisor and the highest management I could speak to in the Price Match Department. However, I later discovered from another customer care representative in the Feedback Department that there are no supervisors in the Price Match Department, and I had been lied to. Subsequent calls led to conversations with at least ten different representatives, during which I repeatedly explained my situation and expressed my profound disappointment. I spoke with another lady for at least 20 minutes, who promised to transfer me to someone who could help. However, after holding for a while, the call was disconnected. When I called the Price Match Department again, I was met with the most ignorant and careless attitude from yet another representative. She interrupted me constantly, spoke over me with a raised tone, and treated me as if I were a nuisance.

This ordeal has consumed hours of my time over the past two days. I simply wanted a caring, helpful customer service experience and a price match for my stay. Instead, I encountered rudeness and indifference, which has left me genuinely shocked and upset. I can no longer consider Hilton as an option for my stays and will be seeking alternatives. Hilton desperately needs to address the issues within its customer service department, particularly the Price Match Department. The level of service I received was unacceptable and unprofessional. I urge Hilton to investigate and retrain their staff to ensure that other customers do not have to endure such a terrible experience.

Then I asked him to ask a Uber to buy the chocolate milk for my grand child 6 years old (crying at that time). So he said in 30 minutes the chocolate milk will be deliver to my table. For my surprise in 3 minutes he came with 2 chocolate milks>>?? So they have and they decide not giving me!!!! What a bad service!!!! Hilton NEVER MORE!!!! Roberto **

So that night, my son come to stay all night with me, he pulled out the “BED SOFA” and “RAT FECES” on the bed along with “URINE“. So they moved me to another room (340) refrigerator don’t work, the coffee pot in there don’t work, I’m up all night looking for rats, because the poop triggered, paranoia, because that’s one of My fears, so seeing the poop, traumatize me, on Thanksgiving, I go visit family, stay gone majority Of the night, because, I got to get to leave the next day, I get up to go to the restroom at 1 am in the morning because I have to Drive to Dallas to catch my flight back to Atlanta and the toilet floods the room, all I Did was the number one.

My whole night for the four days I was there, was horrible. I got no rest. I end up missing my flight in Dallas because I forgot to set my alarm, so right now, I am Stranded in Dallas airport with my 10 year old son that has autism to catch another flight to Atlanta, by the grace of God frontier book me another flight without paying a $200 fee. And the Hilton Garden only offered me 50% of my money back. Due to the inconvenience of my stay, and a free meal. The trauma from the rat poop, had my mind in a transit, I couldn’t sleep majority of mistake looking for (RATS), so I couldn’t sleep all night for the remaining 3 days, The results of all that caused me to oversleep and miss my flight. And the beds were made like somebody got out of them and just stole the sheets and covers back over them and put the pillows on top.

The first impression is the great impression when you walk into a hotel, I used to work in one, so I know that. The impression of here is horrible. The only thing good out of there was the breakfast, and the microwave worked, not a lot of room for breakfast, but it was the only thing I got out of it that was good. I feel like I should’ve been compensated everything back. Now I’m sleeping at the airport with my son who has autism because I got lack of sleep at the hotel and miss my flight. I really want all my money back. I looked up to Hilton because I used to work at the one downtown Austin Texas so I know what the policy is to please your customers.

My credit card company tried to help me but the hotel came back denying the claim stating that customers were warned that the building was being renovated. Actually, this is not a renovation problem, we were NOT warned about renovations, and did not see any renovations going on. The hotel won't work with me because I already filed a chargeback. I can't believe they won't work with me at all, I can't believe they didn't respond to the credit card company with regard to my exact problem with the sleeper sofa and, instead, made up some other excuse about renovations. Hilton has really gone downhill. I will never stay at a Hilton or its partner hotels again.

I have reached out to both Hilton and to the hotel directly. The hotel told me they couldn't do anything about it because they can only honor what's on the confirmation number. I still haven't heard from Hilton 2 days later. When speaking with the other party about what happened, they mentioned this happened at another Hilton property in the same area a few weeks prior. I have NEVER experienced this before with my Hilton Honors app. I find this to be bait and switch and now hearing that it's happened with the Hampton Inn in the same city, it really makes we wonder if it's an ownership situation or what??? Either way, it's fraudulent and needs to be reported.

I booked a room with two double beds for three nights from September 16, 2023, for the family of three. I got a confirmation in my email for a total of $475.48. It surprised me that the rate for the first night on 9/16/2023 was only $9.60 but I thought it was a promotion and I didn’t think much of it. When closer to the travel date, I called the hotel directly to confirm my reservation, and the operator confirmed said no problem. I managed to pre-check-in when it is available the day before my travel (Sep 15, 2023), I even picked a room on the first floor next to the conference room.

We were busy during the day of our arrival in Seattle, having to move my daughter to her college dorm. We got to the hotel late at night around 9:30pm. Upon checking with the front desk, we realized that our reservation has been cancelled. I showed my booking confirmation to the desk clerk, **, and she said there was a system glitch on that day’s booking, and she can’t find my reservation and the hotel is sold out. Despite our effort to reason with **, she can only offer a single bed with a roller bed for my daughter at a premium price of $220. She said that I can talk to the manager, **, the next morning. We were so exhausted and knowing that we were not getting anywhere with **, we checked in the room and waited for a roller bed. Once we enter the room, we found out that it is a not a functional room. It was late and we hoped we can talk to the manager about the mishaps the next day.

We waited for more than an hour (until 11:30pm), still no roller bed arrived, so I stopped by the front desk again, this time, there was a different person at the front desk, and she said there was NO roller bed. In other words, she expected one of us to sleep on the floor for the night. The situation was just preposterous! To resolve the no-bed situation, we ended up having to drive my daughter to her dorm room in downtown Seattle, so she has a bed to sleep on. After back and forth for more than an hour, we were just exalted and couldn’t sleep for the night. When morning came, we asked to speak to the manager.

The morning clerk, **, said that the manager was not present. We asked if they could comp the night because it was Hilton’s system glitch, not an error on our part, the clerk firmly deny our request. She argued that I should know the room rate could not be $9.60. Which was exactly what I did—I questioned it, and I called back to reconfirm earlier on but no one communicated this system error to me until 9:30pm on the night we arrived the hotel. There were no phone call, text, or email messages. This is not the way to do business. We feel so humiliated and disappointed with Hilton. We are sad but we will look for another hotel chain for our next destination.

He said "yep it looks broke" his exact words. He then said they can switch me rooms. I had to be at work at 7 am. I had to go downstairs, get the keys and change rooms at 4 in the morning and again had to be at work at 7. This entire stay was miserable. I then called the general manager and JOHN. And if he wasn't the rudest jerk I had ever spoken with! He went back and forth and told me I was pretty much a liar. He had absolutely no empathy that this entire stay was a disaster! 1 night of compensation and changing me room in the middle of the night on my last day is not compensation for terrible customer service. Even your breakfast was terrible. They charge you 21 dollars and are short staffed, don't greet nor speak to you, did not bring me silverware, or clean off the table, or bring you your drinks which is what is supposed to be included in the service.

The area where breakfast is served had dead and alive roaches and ants to include rodents in our room. Despite this, the employee at the front desk told me the next morning that the assistant manager, Tyanna, told her to get me escorted off the premises by the police because I have been causing problems and all I did was just ask when will maintenance be available to fix the toilet in my room and for clean towels at the front desk. There were several witnesses there from another group that can verify that there was nothing warranting the police to be called. Even though the general manager, Friday, emailed me that she was unavailable until after the Labor Day holiday and to contact Tyanna, she has yet to do so about the above concerns after trying to contact her by email and phone.

Tyanna is a terrible manager who really does not want to work, causing the rest of the staff to have the same unprofessional attitude. All the employees do is stay glued to their cell phones, do not answer the phone, and/or eat while engaging with customers at the front desk. This is unacceptable for the money you pay and needs to be addressed immediately. What a way to treat Retired, Disabled Veterans! There was no criminal altercation to warrant this level of escalation. Even though, the General Manager, Friday, finally answered our concerns days later, she in return only made excuses for her staff and their behavior to ask us not to return to her establishment again. All people have to do is look at the reviews from up to a year ago or longer to see the trend of the hotel staff being rude and management is NEVER around. Be cautious when dealing with this hotel!

When I tried to return to my room around noon, I found that my key card did not work. Not even the housekeeping card worked. Went down to the front desk - Venesia called Norris to try to open - nothing he tried worked. Others in the area tried working the battery pack. After about 30 minutes, he called Roseline (who I later found out was the manager of the hotel). She could not open the door. Someone she talked to told her about a special tool - she had no idea how to use it. Not only did every housekeeping person on this floor try to open the door (one even offered to scale the balcony), but others came and tried, but they just did the same thing (doing the same thing over and over is the definition of insanity). Roseline offered to move us to another room - but what good was that?, when all our stuff was in the locked room - we could not even take a shower - she just wanted us out of the hallway.

After about 4 hours the Saflock guy came and drilled a hole in the handle (something we suggested 3 hours prior). Worst vacation ever - and not one apology or offer of compensation. Housekeeping - 5 star; management - 0. My 89-year-old mother was left without her medication until 4 hours later (some of which she she actually was forced to skip). My son was supposed to leave that day - had to request another day off work (thank goodness he has an understanding boss). My brother and his wife were also impacted, because they had no car to go anywhere, let alone they would not want to go anywhere without us. We were Hilton Honor members that had two rooms - you would think the manager of this establishment would care, but no. So if nothing goes wrong with your stay - the housekeeping staff is great, but if there is any difficulty where you need management or Hilton intervention - Good Luck!!!!

Room complaints Major: The door to the adjoining room would not lock. The safe was not functioning. The walls were thin, you could hear everything happening next door, day or night! The room was dusty, paint was peeling all over the place, spider webs and spiders in the bathroom. The room had been smoked in, and the smell was lingering. There was a blood stain on the comforter. The AC would not go below 67 degrees. The toilet was running and would not stop. The television was not functioning.

I spent a total of 2 days and 6 trips to the front desk to get the issues resolved or get a room change to no avail. I was promised that housekeeping would come by, they never showed up. I was promised maintenance would come by, they never showed up. I was promised the General manager Shari ** would come and speak to me, she never presented herself.

To add insult to injury, I ordered flowers from a local flower shop upon arrival, to be delivered to the concierge with a specific request to have the flowers delivered to our room. The flowers were delivered to the hotel, but they never delivered it to our room, nor during the 6 trips that I made to the front desk did they give them to me. I called and the flower shop was able to confirm not only did they deliver the flowers but had the name of Micheal as the front desk receptionist it was handed to because concierge was not at their desk. I write reviews not in the hopes of getting compensation, but in the hopes that other patrons who will be spending their hard-earned money in the future have an accurate description of the hotel being advertised. I also hope it serves the Hilton brand itself, as a notice for correction.

Specifically: At about 9:30 p.m., Thursday 3 November 2022, I did a Google search on my iPhone SE for a Hilton hotel in Altamonte Springs, FL. I wanted to reserve a room for my wife Sharon and me for Friday night 4 November so we could attend a family friend’s funeral in Altamonte Springs on Saturday the 5th. So I typed “Hilton Altamonte Springs” into the Google search bar - during my professional career Hilton was my hotel chain of choice and I am a Hilton Honors member. The resulting screen provided only one hotel name - Hilton - and included “Call (800) 293-0718”, which I did - at 9:40 p.m. A fast-talking man with a foreign accent answered. I think his name was “Eugene”. As requested, I gave him the information he asked for - like our planned arrival/departure dates, name, email and credit card (my wife’s Barclays Frontier World Elite MasterCard ending in **) and I agreed to his price, $115.49, non-refundable.

Minutes after hanging up, I received an email, subject “Fwd: Guest Reservations - Reservation Confirmation #**,” dated “Thu, Nov 3, 2022 at 9:50 p.m.” from confirmations@hotelvalues.com. I was shocked to note that nowhere did it mention “Hilton” nor the address of 350 N Lake! Instead, it was for the Altamonte Springs Hotel and Suites at 450 Douglas Ave (which is about a mile from the Hilton)! The old bait-and-switch - without telling! A search revealed it to be a 2-star hotel with mostly 1-star reviews. No way would I be taking my wife there. So, I immediately redialed Google webpage phone number for Hilton Altamonte Springs (800) 293-0718, to complain (it was now 10:10 p.m.) and a woman answered. I think her name was “Honey.” I asked for a refund. She said no because it was a non-refundable reservation.

Fortunately, my iPhone’s Google app was still open to that Hilton Altamonte Springs page and I was able to print it (attached). At 10:34 p.m. I called Barclays Frontier MasterCard at (866) 839-2435. They later established Case ID: CIS ** and identified the Merchant as CCI*HOTEL RES. At 10:58 p.m. I called Hilton at (800) 446-6677; “Omar” at their Fraud Department, suggested I contact GetARoom.com and reference conversation number **. As mentioned above, the booking agent on the phone VIOLATED this “non-refundable” agreement by booking me at a DIFFERENT hotel with a DIFFERENT address - and I should therefore get a refund. P.S. I did not go to either hotel. This was a SCAM.

Richard A. **

Whoever sent the text had my work cell phone number, knew my last name and that I had an issue with Hilton and wanted to give me 60,000 points. I forwarded those text messages to the executive services a few days ago and still have not heard back. It’s been about three weeks since I filed my initial complaint with customer service and they still haven’t done anything other than send me one email and possibly that text message.

Original Review: I’ve been a Hilton honors member for over 15 years. I had an issue the other night and I had to change my reservation which I can’t do online and you can only do it by talking to a customer service rep. The next day they were more issues call customer service got transferred to a supervisor got hung up on did that two more times and got hung up on two more times by supervisors.

Call back again to have the hanging up on addressed and all they cared about was trying to take care of the original problem and not mention that their customer service managers hung up on me. I found their corporate phone number and tried calling that. Got a hold of the operator, asked to speak to somebody in charge of customer service and was transferred back to the regular customer service that happened about five or six times... Apparently nobody wants anybody to talk about the customer service issues or have it addressed.

I decided to write their Board of Directors and the upper echelon management the other day and have them address the fact that I was hung up on by customer service manager three times. Nobody has responded back in over 24 hours. I have received emails from the regular customer service people in each time. It’s a different person, they apologize for what happened but nobody addresses the issues. Apparently, Hilton's customer service is just to spend around in circles and waste your time. Besides being hung up on three times yesterday I was on the phone for an hour and a half just to have my room changed. A total of an hour and a half being hung up on and put on hold the last person took care of changing my room, but didn’t address the fact that her fellow supervisors at hung up on me three times.

Apparently, when you call customer service and get transferred to a supervisor, there is nobody in the world higher than them in their corporation. It appears their policy is a supervisor. Cannot transfer a customer to a higher management person. They have to email the higher management person and ask them to call the customer back. I asked for that to happen but every time I ask that I started getting the runaround on verifying my account and giving them my name again, and just wasting more time.

I’ve been a loyal Hilton customer like I said for 15 years and other than staying at a couple vacation resorts I’ve stayed at Hilton rest of the time. I could list the horrible things I’ve seen and heard from Hilton staff, but I’m not gonna get into that right now. So I hope you understand where I’m coming from. The people at the front desk are usually helpful and nice. It’s when you have to call somebody to have a reservation changed or canceled or have your room moved away from the damn elevator, even though it’s in your preference to be away from the elevator.

It’s the customer service people on the phone that are just horrible. And apparently can’t handle any problems or take care of any issues so you have to be transferred to a supervisor. The supervisor condescending and rude because you disturb your day and how dare you say there’s a problem. And even if you’re hung up on two times, they don’t understand why you’re upset. And just want to continue egging you on. Since Hilton has not addressed these issues and keep sending me worthless emails And since their Board of Directors that I emailed never contacted me back I’m posting this review. I hope it’s helpful for somebody.

Original Review: June 11, 2023

I travel for work and stayed at the Hampton Inn & Suites in Springfield, MA. My company credit card was charged for the hotel stay by the Hampton Inn & Suites for the room charge and taxes. However, my company credit card was also charged, by Hilton Advanced Purchase, for the room charge without any taxes. I have contacted Hilton's Corporate Guest Relations Department numerous times to get this fraudulent charge reversed. However, they do not seem to care and their issue is unresolved. I am a Silver Hilton Honors member, so if this is how they treat their Honor members, I hate to see how their other guests are treated.

I called Hilton Customer Service to alert them. While on the phone she had security come and threaten to call the police if we didn't leave. The customer service rep rebooked us at Home2Suites down the road. When we arrived there, the security guard told us he would not let us in because his friends had called him from Embassy and told him not to. Eventually, the manager spoke with someone on the phone and "let" us stay. We were charged for both hotels.

I have spoken to the "escalations team" at Hilton 3 times now. After pleading my case I was able to get charges from the Embassy refunded but they seem to think that the experience we had was fine at the Home2Suites because they allowed us to stay. The entire time we were there I feared for my safety. The "security" guard who originally refused to let us stay was there each night and was supposed to be the one protecting us. When you leave your home to enjoy a vacation you are paying for a certain experience. I don't think that includes being threatened. Even bare minimum hotels offer safety and respect for their guests and I'm shocked that I am paying premium Hilton prices to be attacked repeatedly.

I called the corporate office and they initiated a case for me. They asked me to give the property 3 days to respond. The assistant Front Desk Manager, Paris, called my wife on Monday the 10th. My wife shared what had happened and once again asked them to call the people that had checked out on Sunday and locate our bag. his bag had about $500 in souvenirs in it. Some of which can only be replaced by going back to Ireland. Bu more important is that it had my wife's work planner and journal in it. This is about 500 hrs. of work or about $30,000 worth of work. That is why it was our carry-on. Many of the souvenirs are only replaceable by returning to Ireland and the work would take around 250 hours to recreate, that equals around $12,000 worth of time.

After another 3 days I called the property back and spoke with Paris who said “No one has called to report that they got the wrong bag. I explained to her again that their employee had given our bag to the wrong person and that we wanted them to call the people that had checked out on Sunday and ask if they had gotten the wrong bag. I could continue with the ridiculous situation, but I will cut to the chase.

We are now at just short of two months, everything went completely silent from the property and so I called the corporate office and spoke with the Riley at Corporate Guest Relations and was told that they would have Marta from the property reach out to me. While waiting for that call, that never came, I got a call from Jude Oruku who works for the vendor that Hilton hired to provide the shuttle service. He said that even if they were responsible for the loss of my bag, there was no way to verify value of the contents of the bag so they could not reimburse me for my loss.

I did not hire this company; I hired Hilton and took advantage of advertised perks of choosing to stay with them. However, the property has not reached out; their vendor said he would talk to his employee, and the Corporate Guest Relations Office said that I need to speak with the vendor who is waiting for the person that was given my bag be his employee a month and a half ago to return it. So, it seems that no matter what their core values say, their real policy is sucks to be you.

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.

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.

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.

One of the problems is we were told three lies from your front desk employees about what was going on. The bully head of security (never told us his name or showed us his badge) came to our room and told us, "WE DO NOT WANT YOU AT OUR HOTEL." Then after we came downstairs with our bags your head of security told us we had to leave the hotel property (not just the room) or else they were calling the police. We were just sitting looking for a hotel on our phones. I have never been put out of a hotel or anywhere else.

I retired from Anheuser-Busch as a corporate customer service manager in 2008. I think you have a management problem and a training problem when it comes to customer service. They seem to have forgotten who the customer is. Their actions were aggressive and unprofessional. We did ask if they could move us to another Hilton property and they said negative. We stayed at a Marriott and were treated as customers.

We will be living in this for probably the next few years until this thing burns itself out.

If you think the shots work, good luck to you. My mother died as a result of being in a room that was not properly sanitized. We now live in a world of pandemics and they’re not going away any time soon. China’s unleashing another wave of its citizens upon the world with the new variance of the disease that we have no cures for. These new virus vaccines are not working against. So expect this to not go away anytime over the next three years. I base is pretty much on what I know of the Bible it says that this world, would end be mankind End. We’re overpopulated the planet the resources are all gone. So if you’re rich you go to your bunkers in your underground cities.

What the Bible says that the rich will not enter into the kingdom of heaven or the famous. As for the elderly and the young well the only ones promised are the 144,000 written and last book of the Bible. I’d say few billion are going to start dying very rapidly in the next three years but surely before 2028. I give you this reason based upon scripture 80 years in that generation will not pass away till everything is fulfilled. That date stars in May 14, 1948 founding of the state of Israel and Isaiah. That brings us to 2028 if my math is any good anymore. So you can decide what, you want to do give your life to the Lord and pray for the best? Or live like the heathens killing, one another until theirs nothing left except to be cannibal? No it’s not a joke.

I don’t joke about life or death this is a serious topic. I watch the CDC, WHO, I don’t like horror movies either this is not horror “this is reality!”

Affirm is now refusing to refund my money, as well as Priceline. The total loss for this trip with the flight was almost $900.00! This is part of the problem with the spread of disease today people are going to travel whether they are sick or not because of incident's like this! Ironically, there is no conversation recorded in the this resort's computer that I even spoke to this nice woman. I will never use a Hilton property again and I will be cancelling my Hilton Honors account. Also, I will continue to post about this on Social Media until something is resolved. I will be reaching out to the Attorney General's Office already today.

Now onto the second booking due to illness. I booked the room from my hotel room and went to the front of the hotel with the given rate. Now mind you, I booked the room through the hotel website, not a third party, so they would not place extra charges on my account. After giving them my bank card, I was once again overcharged, after all fees plus taxes were placed on initial bill. In this day and age with the cost of living so high, they should not do that to people and be able to get away with it.

I tried one more time and I was transferred to a "supervisor" who was rude and and didn't even seem to want to help me. I am always friendly, soft spoken so it wasn't that I had a bad attitude even though it was frustrating. For a company like Hilton I am shocked at the poor Customer care and it never got resolved so I lost $350 and 2 nights at their hotel. I might go to the Pasadena Hilton, it is a great place and great staff. I will not book directly through their website anymore.

I called to speak with the manager and he wasn't available so I asked the lady at the front desk to call me back and she said she would. Haven't heard back from the manager in almost 2 weeks so I called corporate and she brought it to my attention that they had charged me the $750 for a broken tv which I can assure was working just fine when I left as I was watching the weather that day. Mind you I checked out the September 9th and could not get in contact with the manager Luke H until September 29th which he provided a photo of a tv. I'm led to believe I'm a victim of fraud and blackmail between the manager and staff based on never receiving notice of this charge. The bottom line is keep an eye on who's working at this location as this had to be done intentionally based on the photo. My girlfriend and I are in our mid 30's and we're there to work and sleep and that's all we did on our stay.

Before you stay here, do your homework, because the police said to me that dozens and dozens of cars are stolen in this area all the time. The hotel manager was "mum" on that subject, even when I asked him if he knew there had been a car stolen on September 4, or if cars were stolen from his hotel parking lot. Nothing was said about parking at your own risk. There was no paperwork or signage. I normally park in the front in a handicap spot, but the agent told me I had to park in the back where it was dark, and the hotel has no security.

Of course we call back and ask for Mrs. Perla but the men at the phone don't put her at the phone and ask us: " How can I help you?" We told him that the agent that took our reservation made a mistake and it need to be fixed, we explain that we ask just for one day and Mrs. Perla said the cost was $156.99 but she charge us for $419.62, the men at the phone said " well is a mistake what she said because if you guys check at 3 am you will be charged for TWO NIGHTS".

We explain to him that she never explain that to us, we ask for One Day and she must explain to us that if we checking at 3 am or 4 pm we will be charged for two days but she never did and he said: "Well is the Hotel policy I apologize for the misunderstanding but that the way it is, I can ask the manager what he can do for you but dont think so he could do much, he put the Manager at the phone and he told us the same thing and said, "We apologize for the mistake but the system doesn't allow us to fix it and the only thing I can do for you is charge you with a penalty of one Night hotel cost". We said: "What? Why we have to be charged for a Service that We will not receive and for one of your employees mistake, We gonna do a very bad review on you because this is unfair you need to fix your company mistake and refund the full money is the right thing to do", and he said " oh you are threatening me this conversation is end, night" hanging up the call.

As Hilton Honor members we never we would never have imagined having to sleep in the car at a gas station having a reservation and being charged for a penalty for an error by one of the employees of the Hilton chain, that is how we were forced to sleep on the street because on dates and days like these everything is sold out and it is impossible to get a room at the last minute. Thanks Hilton Manager of location 1750 Hotel Plaza Blvd Buena Vista Fl 32830 FOR THE MOST SCARY NIGHT OF MY LIFE.

Is a shame that a manager is not able to keep a polite conversation we are business people and sometimes I don't understand why is so difficult for a professional accept their mistakes fixed and keep going. We have been treated the most unfair way possible. They make the mistakes, we have been charged $419.62 for it then they offer just charged us with a penalty of cost one night and hanging up the phone on us like we are nothing. Very disappointing very sad, I don't have words enough for this. Note: if someone wants help us with this please contact me I have witness, I have call record, receipt, names.

Upon checking into our room #604 we discovered a VERY chilly room temp (my wife is cold blooded and needs warmth) but all attempts to adjust the thermostat failed. So how about a hot bath to warm up? Wrong! The tub could only produce lukewarm water. Also, the handheld shower device sprayed more water from where the hose connected to the overhead plumbing outlet than actually came out of the handheld unit itself, thus spraying water in all directions including bathroom floor. Also, the bathroom cosmetic mirror has a nice feature of vertical embedded lights on each side. However the right side light strip didn't function and you can imagine my wife's distress at attempting to apply makeup with the right side of her face in shadows.

SO, we contacted the desk and a "maintenance" man quickly arrived. (He was a most helpful and pleasant person but obviously was not trained in maintenance matters.) He quickly learned that all of the above mentioned defects were true and he could not resolve them. The desk said there was one more available room #611 and the "maintenance" fellow took me down the hall to check it out. He soon discovered similar problems: 1. he couldn't adjust the temp, 2. the tube water was only lukewarm and, 3. I noticed that the bathroom sink faucet could be rattled back/forth about 1/4" and needed to be secured. So I told him that there was not sufficient benefit to pack up and move to the new room. He agreed AND suggested that I should ask for a refund for that first night.

P.S. The next morning two other "maintenance" men somehow resolved the lukewarm water problem and got the thermostat to respond, but were unable to fix the spraying shower fixture and said the light for the cosmetic mirror was "on order." (I can't believe a Hilton hotel doesn't have adequate replacement bulbs!) Upon sharing the above information (and the fact that the "maintenance" man suggested we ask for one-night refund) with the desk clerk she said she'd leave a "note" for the manager.

The next afternoon she told me that the manager said that because we had purchased this room via a third party (Priceline.com) that he could not refund the first night cost but did add to my Hilton club membership some points. Conclusion: Obviously this facility does not have an on-site manager who can professionally communicate with patrons but does so only thru third party messaging. Very poor management model which has now resulted in a very dissatisfied customer.

Concerning the Hilton club points deposit: I informed the desk clerk that a points deposit was meaningless to me because I didn't have a Hilton account but she then shared my account number. Using that number I see online that it is a valid number but I've never done a Hilton sign-in nor recollect ever opening such an account. My problem with this points deposit vs. financial refund is: 1. I seldom use Hilton and don't see a possibility in the future (especially after this frustrating experience) of accumulating enough points to get any significant rewards. 2. The excuse that a $ refund is impossible because it was booked via Priceline is a crock.

Obviously Priceline has paid Hilton the appropriate amount of $$ for that booking and there's no reason that Hilton cannot return the $ they received from Priceline to me. I doubt that such a practice will cause Hilton to file for bankruptcy. 3. To deposit Hilton points into my account costs Hilton nothing in the present and unlikely so in the future because of this last experience AND even if I could someday use those points I'd make a Las Vegas bet that those applied points don't even come close to the same $ value that I paid to rent that room for a night. Bottom line: I emailed Hilton customer service and shared the above but they, without even an apology, just gave me a brush off by attempting to make me believe that an appropriate usable refund was made without ever coughing up any cash.

The fitted sheet along with the top sheet had stains on them that looked like partial blood/urine/some sort of bodily fluid! It was disgusting and I was horrified! I couldn't believe that I had slept in that bed all night. It made me wonder if the sheets had been changed and also got me thinking, had I been sleeping all night on dirty pillows as well?! I took pictures and immediately went to the front desk and asked for the manager. I showed her the photos and could tell she was somewhat taken back. She asked me if I would like points or a refund and I took the refund. She was very pleasant but there was no apology of any kind.

I shared the photos with other people & they were all in shock so it got me thinking more about it. My husband has traveled with his job for many years and has Lifetime Diamond status with Hilton, he/his company have given them a lot of business and all I was given was a one night refund after sleeping in that! One of their sites clearly states for complaints you can reach out to the president of Hilton, Christopher Cassetta, which I did (twice) and no response. So I am making sure that I get this out to as many social media sites as possible. Horrible Customer Service!! See attached photos, how would you feel knowing you just spent the night in this?!