Hilton Hotels Reviews

I needed my Hilton Honors account number. I spoke to an agent who was unable to help. I don't think she understood me. Then I was sent to another department. She was unable to help. The people on the other end either haven't been trained or don't care. Spend your money somewhere with real hospitality skills.

I am extremely unhappy with your "offshore" reservation center. I called to make a simple change to my reservation - changing from a 1 king to 2 queens and the representative was unable to match the pricing. The cost would be $50 more. I have never paid that much more for the same type of room for 2 queens vs. 1 king. She said she was unable to assist and she would not let me speak to her supervisor. She said the supervisor would give me the same response so there was no need to speak with him. I asked for names and they cannot give out last names. Her name was Novi. Basically I didn't get any help. Very dissatisfied with the customer service at that location. I called back to the actual hotel location and was helped immediately with no issue - change was made no price increase. Great customer service from Tara!

I don't even know where to start with this review. Never in my life have I been so disrespected or treated in this manner. I travel for business and have stayed at this hotel about 5 times per year for the past 3 years. I'm also a Hilton Honors member of diamond status. Anyway on the morning of 1/25/18 at 9am I was awoken by the room phone by the front desk morning manager Matt (he refused to give his last name when I complained) to be told they hadn't charged my card for the previous night (I had been staying for the week at this point). So I said, "Ok. You have my card on file. Please use it." He said, "No. You have to come down." I said, "Please give me an hour to shower and dress and I'll bring my card down." He said, "No. You have to come now." I said, "Ok but I'm getting changed first." So I hung up and went back to sleep. Sorry but I was exhausted from conferences the previous day and night.

We are loyal customer to Hilton as gold member, and we were very excited regarding to the new property of Hilton Lake Como which expected to have its opening at July 1st, 2017. So we booked our Non-refundable and prepaid room on June 14, 2017 for our stay Jan 4th-Jan 6th, 2018 (yes, 6 month in advance. And it was to celebrate my husband's birthday). We were told by Mr. STEFANO ** (Hilton Lake Como) on Oct.10th, 2017 that hotel cannot be ready for our stay and Ms. LAURA ** (Hilton Lake Como) arranged us to stay with Palace Hotel at same rate as we booked with Hilton, which is 96 per night. (room type: Lake View double bed room). Our original occupancy was two and we decided to bring our two little ones with us, so we checked with Ms. LAURA ** if that is ok.

The facility in Houston Texas was nice and the workers were helpful and professional. The room was nice and clean. But they could improve the food. Breakfast was not good at all. Other than food it was good.

Hilton is a nice place to stay. The hotel in Puerto Rico and New York were very clean. The restaurants are good, the service is good, but if you are looking for something super luxurious I would not call the Hilton that.

Embassy Suites - I received extremely poor treatment and customer service. I contacted the general manager about an extra fee that was charged to my acct and he (Bill **) was extremely unprofessional. He was very defensive and talked over me as I attempted to express my concerns. He gave me the number to his direct supervisor, who was unresponsive and failed to return my call.

It's the best hotel I've ever been in. This is the Doubletree Hilton in Downtown Detroit. It is a suite hotel and the rooms are twice as big as any other hotel I've stayed in. I needed an accessible bathroom and it was wonderful! I will never stay anywhere else.

From the moment I arrived at the Rockville, Maryland location, customer service was outstanding from changing our rooms to be away from the ice machine to checking out a work bag left in the hallway.

Best deal for raise ship passengers. Staff in Tampa Fl is very pleasant, nice to have a decent Lobby to sit in or have coffee, lunch. Although the temperature in Lobby was much too cold. Shuttle service is a welcome add on.

We arrived at 4 pm, a group of 9, the front desk at the Hilton Hotels Sedona, AZ stated they didn't have our rooms ready but they would be together. When we went back to re-check-in they didn't give us rooms together and promised they would the next day. The next day they did it again. The lights went out for 9 hours and the front desk didn't give not one courtesy call and were rude to us when we called to inquire. They never did one thing to make us a happy customer.

Very easy check in at the Hilton Phoenix AZ, rooms totally updated and clean. Check out and billing all easy to understand. Employees are trained very well and pleasant to be around.

Staff in Smyrna, TN was excellent but digital key, not so much. Room was comfortable and slightly larger than Hampton Inn. But free breakfast at Hampton would cause me to go there next time.

If you're there for a conference, be prepared for long walks. The rooms in St. Louis, MO are nice, but it would be helpful to have a bureau in the room instead of shelves in the closet.

Update: the company made it right by sending us a voucher.

I contacted the Hilton Reservations number in December 2017 to book a hotel for one night in Palm Springs, California, for Christmas Eve 2017. The agent I spoke to encouraged me to book with Hilton directly instead of Expedia as Hilton would price-match the lower rate on Expedia. She said because this was price-matched, it would take a day for the confirmation to come through. The next day, I find out from an email that not only did Hilton not honor the price they said they would give me, they locked me in at a much higher rate than the Expedia price and made it nearly impossible for me to cancel my reservation.

It was one of the best stays we have had. The easy check-in, the friendly welcome from the desk clerk, the size and cleanliness of the room, a REAL refrigerator for the baby's bottle and food, and the terrific array of breakfast foods - it all added up to a comfortable and carefree weekend in Milford, Ohio.

Arriving parking lot at San Jose, CA was full of trash. The parking lot lights were not bright and glass doors were dirty. There was no place close to get ice. Has to go to the bar for ice. The room was comfortable, ok. It was neat, clean, no problem.

It was an excellent stay of 2 nights at Bothell, Wa, far better than anticipated. Near the freeway, but surprising was not noisy. They were doing a remodel of the first floor which I thought about when I awarded 4 rather than 5s.

We were received with courtesy and professionalism in Boulder, CO. The rooms were roomy with all the necessities. Each morning we were treated with breakfast, easy check. Wonderful!

Nice and clean room, good location in the city... Very helpful staff. Good to have included breakfast with eggs and coffee. Well done. Good points club.

The check-in process at San Francisco was too rushed and impersonal: no smiles, quick greeting that seemed forced, lines of people squiggly for everywhere. Once I got settled in my room, I felt okay but still a little concerned about the chaotic check-in. The convenience of a lobby coffee bar is a plus, though you still have a view of the rush check-in area. The room was decent and clean. Overall: B+ rating.

Our reservations had been canceled at the Garden Inn because of a power outage so Homewood Suites in Albany, New York was able to accommodate on a moment's notice. We had to deal with the key card not working as a result of a power outage that had occurred earlier.

Comfortable, clean, good service, welcoming. Good food, great amenities. Children friendly, family friendly. Professional in service delivery in Honolulu.

Our room at the hotel in Honolulu, Hawaii was on the 19th floor and we had a peek of the beach, we did have a balcony that had a good view of the hotel across the street and there were a group of high school girls staying there.

We were sad to learn there's no hot tub for guests! We were told management was considering getting one! It would of made our visit perfect! Other than that we loved the place at Fairfax, VA!

Great old building with good Executive Club, convenient location on the lakefront and also near my tailor and several restaurants we enjoy. This was in Chicago. However, parking has gotten too expensive and management is not as good as the Peninsula, but what is!

Have stayed at the DoubleTree Cathedral CITY several times. The first 2 times I wasn't treated kindly with respect to my service dog. They were unaware of laws and were very rude when checking us in. I eventually spoke to a manager and was made whole again. Overall terrific!

The best experience ever, great food, great rooms overlooking the ocean, a little pricey sometimes but worth it. The spas not bad either for the amenities.

After arrival at Hilton in Venice, Italy we needed a lunch and so went to the hotel dining room. Would you believe $50 for a club sandwich? And then they had the guts to charge a $3/person table charge on top of that. As we left they screwed up the bill and couple charge one of us. We got it straightened out but it took two weeks and numerous emails. Nice hotel but grossly overpriced.

Once again, thank you

The hotel at Chicago is beautiful, excellent location, friendly staff, clean, comfortable. Wonderful rooftop, competitive price. Great room. The only complaint is the busy elevators due to visitors to the rooftop. Once stayed stuck in one malfunctioning elevator.

There's great staff, great amenities, great location and service. Hilton never disappoints. Close to attractions and helpful concierge, too.

Always greeted with professionals, pleasant and helpful staff. The regular staff in Jacksonville remember us from prior visits. Enjoy the workout room and the pool. Desk staff always help with directions to go to places.

I strongly recommend the Homewood Suites (Fairfield, CA) to those in Napa Valley, San Francisco, or Bay Area for business or pleasure. The staff, facilities, and location are all top notch. It is very relaxing.

I rented a room over Thanksgiving 2017 for five (5) days. My first mistake was pre-paying. I had to check out two days early because of my Mom’s rapidly declining health situation. The Hilton Garden Inn Uptown Charlotte would not adjust the price or give any credit, even though the circumstances warranted it. The service was lousy, including the laundry of some shirt that I had to send out. Dropped off on Wednesday before Thanksgiving and had to track down myself on Saturday AM. Found it hanging in the office - undelivered. Every time that I had contact with the Front Desk, they were totally incompetent. Made me realize why I stay in so many rooms, but not Hilton anymore even though I’m an Honors member. NEVER AGAIN!

I live 3 hours from the airport so I booked a 1-night stay at Pittsburgh, PA for which I was provided free parking and shuttle back and forth to the Pittsburgh International Airport for my 2-week trip to Spokane - plus warm chocolate cookies upon arrival. My overnight was after return to Pittsburgh. The staff and shuttle driver could not have been more accommodating and friendly. I would stay again under similar circumstances, though usually Hiltons are more than I like to spend for one night.

When we checked in we told the front desks we will be staying for a little while until I house settles and we have paid for the room each day by day and let them know and they sold out and told us we had to leave.

From desk staff was extremely accommodating - more so than others. Entire staff throughout hotel at Naples, Florida was very friendly and not only gave directions but took you there!

Everything went smoothly. It was an easy check in and everybody was friendly. I had no particular issues except the construction and layout of the hotel in Orlando can be a bit complicated.

Estero, Florida. I was there for 2 months, a lot of athletic tournaments. It got ridiculous a couple of nights. Front desk handle it well. Very nice staff. They were remodeling when I left.

Help was waiting as soon as we arrived at the hotel in Santa Fe New Mexico, in no time we were in our room with our feet propped up and Pugzee, a service dog had water! The food was delicious and we just loved the feel of the rugged west!

Will stay whenever I'm in Chicago. I was treated like royalty. Whatever I needed the workers got it. I wanted sugar free syrup and the young lady rushed to get it for me. I was "yes ma'am", "no ma'am." I actually didn't want to leave.

How I really felt was comfortable and well taken care of. The food at the hotel in Austin, Texas was excellent, and the menu offered something for everyone. I enjoyed the Texas flair and fare with a modicum of "foodie" alternatives. My room was spotless, and the bed more than comfortable. It was an enjoyable stay.

I rented two rooms and they swiped my credit card 2 times for $25 and will not release back to me. There was no damage to rooms or garbage left behind. Charges should have been released after check out. It's been 17 days and no results. Management will not speak to me or return my phone call.

I wanted to book 3 nights with my points in St. Petersburg in Russia. I checked online with Sales Rep who confirmed that this could be cancelled 24 hours before the arrival and points refunded. I booked my stay and got a confirmation saying that the reservation cannot be cancelled and if I want to cancel it I will be charges for 1 night + taxes in cash. Checked with another sales rep and she told me to contact hotel and they are not able to cancel it. Overall, really poor service from a very known company.

I have been loyal to Hilton for OVER 20 yrs and after making 3 separate reservations in a 10 day stay I realized the rep provided the wrong date for my last stay. When I called to correct the issue the rate doubled. When I asked for a supervisor I was told there was none. Hilton has failed me and my family. The founder of the scheduled event has been notified and all future reservations has been cancelled as well.

I want to make known about a fraudulent action by one of your staff which in my opinion is theft; the attitude of the morning receptionist, cowardice of the manager and customer services’ lack of interest. I am a Diamond member who use hotels 200 times a year. I wanted this to be dealt with at a senior management level. I am very angry to have been ignored and Hilton condoning this behavior. This is what I wrote and all I got back was condescending emails.

Review of stay on Oct. 6-8, 2017 - My party of five traveling from upstate New York had a very poor customer experience a few weeks ago at this hotel (Hilton Edinburgh Carlton Hotel). There isn't any on site parking but guests are not told about this before they arrive. There isn't a curb cut where arriving guests can pull over and unload their luggage. No one comes out from the lobby to quickly help with luggage. You given a map to try and find a parking garage several blocks away. When you find the garage there isn't any signage to tell you this is the correct garage. Once you've parked there isn't any signage to direct you to the hotel.

I travel for work every week and stay at Hiltons religiously. I was called by Hilton and was convinced that Hilton Selects would be a good membership to invest in. However, I made a huge mistake. They are unresponsive and oversell how useful this membership is. I booked my 2 free nights in Orlando and upon calling the hotel to confirm my reservation, they tell me that it has been canceled. I call Hilton Selects to sort it out and there is no answer. So now I am on a plane to Orlando with no confirmed hotel reservation. Will NOT be renewing my membership and would just like my money back at this point.

I was supposed to stay at the Hampton Inn hotel in NC Tyron street. This place was nasty and extremely small. After 5 minutes I checked out. I was told that I would received full reimbursement. Now, the rep telling me I won't receive it because I did advance purchase, you guys did not tell us that and neither did you tell us the place was nasty and extremely small. I want my money back. What a terrible experience, trying to punish me for not wanting to stay at that filthy hotel. I will not visit this place again.

I am beyond shocked and disappointed in this experience! I have been well traveled with Hilton Hotels through the US and Canada. And recently in Texas at the Hampton Inn and Suites West I was treated very badly. And what is worse I am a loyal Hilton Honors customer to Hilton Hotels worldwide. I checked in online through the points and cash option paying first and immediately 5000 points creating the points certificate to be redeemed. I even checked it electronically for "check in now feature". Early in the morning before it was even time to check out. She had locked me out of my room if I was not going to pay the end balance on my folio before check out. They already had the 5,000 points and the certificate.

Hilton is the most non loyal company I have ever done business with. Their best price guarantee is a joke. I found a better rate on hotels.com and the booking agent from Hilton even verified it, but said that in order to get the price and 25% reduction I had submit a claim online for the best price guarantee. I did that, in fact I did twice on the same day of the booking. The site says your claim will be resolved in 24 hrs. I didn't receive a response in 24 hrs, so I called and they told me to call back on Monday, because the best rate claims department doesn't work on the weekend. I called Monday and I was told that they don't have reps that I can talk to for the best price and for me to submit an email. I did that and also resubmitted the claim.

This is a very nice hotel. I recommend this hotel when coming to the Morristown New Jersey area whether for personal or business. The location is good, the staff is great and the hotel room are large and nice.

The hotel in Greensboro, MC is clean, has the most comfortable sheets ever, the staff is the friendliest & most helpfully any time of the day. They just make guests want to live there. It really is a fantastic hotel.

I booked a room at Hilton Garden Inn, in Lancaster Pennsylvania. Because my room was prepaid, it was noncancelable and non-changeable, per Hilton cancellation policy. I booked a king deluxe room but was given 2 double beds, the mattress was so hard, the hotel had a bad odor, and the manager wore a white T-shirt. She was irate yelling at me when I mentioned this is not the room I booked, even asked if I wanted to choose another hotel. Her attitude was unacceptable and if the hotel was gone change anything on a prepaid room, someone could have given me a courtesy call.

I reached out to Hilton headquarters and CEO as I have a diamond status due to investing over $30,000 at the Hilton Suites due to home renovations. Irma hit... Power went out. Told guests that due to generator losing power (as they cleaned pool & ran pool filters), they would have to evacuate hotel. Then power came on & guess what... Still evacuated hotel. Then within two days of complete evacuation & accessing guest rooms when personal property still in rooms, they started to accept new reservations and up and running. Literally when evacuated... Gas stations out of gas & hotels booked all the way up to state of Georgia. Guest evacuated to a homeless desperate situation. When reaching out to Hilton (the only reason I stayed at property was due to the Hilton name at the top of the building - big mistake).

The Hilton in Montgomery, AL has very friendly and warm staff that work there from check in to check out. The Hampton Inn and Hilton Hotels never disappoint. I really enjoy the beds and amenities there. The continental breakfasts are great!

We stayed in the executive level @ the Shinjuku Hilton. Wow. Service was great and the executive lounge was awesome. We will stay here every time we visit Tokyo and we have told many of our friends and family. If you are trying to decide the Hyatt or the Hilton, we recommend the Hilton.

I was given a room on the 10th floor with a full size bed (probably because of an airline voucher). However, that was not the issue. My room has the dirtiest carpet (which I complained about) and the shower leaked. This room was not taken care of. However, it did have a coffee pot and TV.

I never thought I'd be writing about the experience I had from customer service of a big hotel company. The point of customer service is for a company to be there for their guests, to answer their questions, to do whatever it takes to solve someone's problem. However, the customer service experience I recently had with Hilton was terrible. And I am writing this to warn you, to warn others, of what may occur if you have a serious problem with a Hilton hotel, and how no one will be on your side. Of how people in the company will basically accuse you of lying, and how they will only be on the hotel's side, trying to brush away your problem.

I was in town for an emergency. My father had to be taken to the hospital & is currently not doing well so you can imagine that at this time things are rough. I was there a while & felt good with the fact that one it's a Hilton & secondly the staff seemed to be understanding & extremely helpful at face value of course. After all that's all we see & meet of the people at the front counter anyway right? Boy was I wrong! I was charged $118 and some change. So they're saying I was charged $91 for the night, $17 for parking, then taxes. So this is to bring everyone up to date & what's going on. Ok I'm explaining to everyone that it wasn't a invalid charge. First off the valet is only $15 a night which there is a big black sign on the podium that states that a night. On top of the fact that I'm explaining that I used points for that night.

The Williamsburg Hilton before reserving, states free cancellation... Once reserved you are then informed that if you cancel, your card will be charged for the whole amount. But that's not all... The reservations were made for Oct. 14th 2017 to Oct. 20th 2017 and Hilton charged my credit card for the entire amount of the stay on Aug 24th 2017. I have never heard of a hotel charging the customer for the entire stay almost 2 months before the stay. I will never use Hilton again. My card was being used to hold the room for my son's Honeymoon, and to be paid for by my father the day of check in.

If I can give a zero, I will. This is beyond disappointing. My family and I stayed with one of the hotels in Delaware, the pots has residues on it, the bathroom is dirty and has some stains on it. The telephone is not even working, I have to go down to complain about it and all I get is a dishwashing liquid and not even an apology. Called customer service and they said somebody will call me back in 3 days, nobody did. Called again and spoke with a lady by the name of Kristine who was very arrogant and rude and even threatened me to close my account. No apology or anything, I asked for the number of the corporate and she said they are corporate. She said there is nothing she can do just to file a report and that's it. Very rude customer service! Will not recommend.

No record of reservation - We booked a Hilton Hotel in Copenhagen, Denmark in March, several months ago in anticipation of a cruise from this city. The Hilton Hotel at the Copenhagen airport was sold to Clarion Hotel Copenhagen Airport sometime after we booked. Both I and my brother's confirmed Hilton reservation became "inactive/void".

No record of reservation - We booked a Hilton Hotel in Copenhagen, Denmark several months ago in anticipation of a cruise from this city. The Hilton was apparently sold to Clarion Hotels and my reservation was made "inactive". Nobody contacted us from either hotel regarding this matter and in checking our reservation to be sure everything was set for our trip, we found that nobody had our reservation. Hilton took no responsibility for this and Clarion did the same. Consequently, we are having to start the process again at inflated hotel rates - only a few days left till the cruise! This does not speak very highly of their customer service. We will NEVER use either hotel in our travels, and we travel frequently. I would advise others to be skeptical of the services of these two hotels, especially Hilton.

Service and Theft: On Saturday July 15th, 2017, we attempted to check in at the Hilton Rome Airport. Upon my surprise as a HH Member, when I lined up in the line, they advised me it was first come first served. My wife attempted to speak to the Manager, and left her computer bag with suitcases beside me. Within 30 seconds the computer bag and contents were taken. I have not heard back from Hilton, I have filled in both a police/hotel report.

I booked a recently built hotel through Hilton Honors in Austin, Texas for three days July 4-July 7, 2017. I was charged 411.23 for the three nights. When we arrived to the hotel, there was all kind of construction materials around the building. It was locked down with signs indicating, "Keep Out Under Construction". I had to find a new hotel and pay upfront for the three days, therefore I was short of money during my trip due to their mistake. When I called the Hilton Customer Service operators, they were extremely rude and had no regards for my whole situation. I had to send copies of my bank statements to Hilton Customer Service Department, or they would not process me a refund. I received a check two weeks later through regular mail.

Arrived on the 21 of Aug 2017 to check for a family reunion. Went to our room. Me and my wife went to visit family here in Jackson MS. Get back to our room. Pull back the covers on the bed. It has lots of hair on it. Pull back the cover on the second bed. It had dirt on it. We took pictures of it. Went to the front desk to let them know. They move us to another room. Ok. Slept in that room. Woke up the next day. Went to our family reunion. Came to our room to relax from a long day and our tv didn't work. Call to the front desk to let them know we are very dissatisfied. Will never come here again. Hilton in Jackson MS and very unprofessional.

I have booked many of trips where we spend enough money to be treated like regular humans. I had swore that our last stay was it due to a rude breakfast attendant to my partner and I. But against my better judgment I booked a stay in Hernando, MS for today. I always book with a prepaid card and charge my bank card when we check in. Always have done it this way. Well I get a call at 10 am and a CSR at the hotel tells me that she has to charge me the full amount before check in. I try to explain to her how I have always done it, and she tells me that's my personal problem. Appalled I called the call center to only get the phone hung up in my face twice. This by far is the worst I have ever been treated. Crazy thing is my daughter had a sleepover at this hotel in Hernando, and we booked the exact same way and didn't have a problem. I try to stay loyal to a brand but this is pure crazy. Never again.

Ok, I tell you we will not again stay at any Hilton hotel ever again! We checked in, online and it verified our DoubleTree suite at Ontario, Ca was a 950 square feet suite with a balcony with a view of the San Bernardino Mountains. Well this suite had no balcony, was 700 square feet, no trash cans, tv channels did not work (DirecTV). The bill should have been $859.00, when we checked out Saturday, I paid cash, after arguing with the front desk over the aforementioned issues and they finally agreed. Well Lo and behold I get four yes FOUR invoices at the same time, two for $1,115.00 each and two for $911.50 each, and Monday I see my bank account is charged $2,230.50 and the next day another $1,823.00 and Wed another $1,115.00 to total $5,068.00.

I had stayed at Hilton Wild-wood hotel between 26-28 June. During entering to the Hotel at 26 June I had clearly mentioned to the front desk personal to not charge anything to my given credit card. Afterwards during check-out a different front desk personnel had informed me that they had charged the additional expenses in 28th June morning at 07:30 am to not face any problem. When I had informed the front desk personnel that I had already requested in the beginning to not charge the expenses to my given credit card, her reaction was quite interesting and unpolite. She had told me "I was not the person who you questioned to not charge anything to your credit card therefore I cannot help you."

My husband digitally checked in. We get to the hotel and are told the room is ready, BUT for a charge of $25.00 we can check in now instead of waiting till 1:00. Why??? The room is ready now. The conversation continues to, "You can be upgraded for $40.00 daily for an Executive Suite." No, thank you. Finally, after getting loud and saying that I am appalled that guests are being robbed and we are Silver Hilton Honors members, we were allowed to check in our room without paying $25.00. It had better not show up on our credit card bill.

I had to call Hilton Hotels because they charged me parking every day at a visit in Atlanta Embassy Suites when I was on a business trip without a car. During this trip they also left my propped open, purse on counter, all day while I was at work. I came back to find it this way with no one in sight. On the call to get the refund for the parking they asked me if I would like a promotion for a 3 night stay for $111. I was reluctant but I thought what the heck, Orlando is just 3 hours drive so would be a quick vacation for my family of 6. So, the guy asked me how many people in my family and I explained that we usually stay at Embassy Suites as there are 6 of us. He said that he would have to upgrade the room to accommodate 6. I said fine. He never mentioned an additional charge. He just stated he had to upgrade. We continue to check out with him knowing I need a room for 6 and I pay the $111.

It's important to let persons know what my experience was like recently staying at this Hilton property. I felt strongly throughout as a woman of color that there was a completely different set of rules and overall experience for persons of color than not. Several different instances added up to what was at last the final straw in a disgraceful customer service experience.

We were there on June 12. We were supposed to have 2 regular rooms next to each other and we were on different floors. The room was dirty and there was a bug on the bed and stains on the carpet. I took video of it and went to management to show them and they were very rude and didn't want to see it. I have been in other Hiltons and they were nothing like this. We were treated extremely poorly there.

I recently stayed at the above for a basketball tournament. The hotel was very nice and the staff was really lovely, but the billing is totally out of control. I was charged the $371.80 when I checked into the hotel - I was then charged $427.57 when I checked out of the hotel - which was the original charge, plus an incidental charge for snacks/movies I didn't buy or watch. I was then told that I wouldn't get a credit back for 3-5 business days at the least. I think it's a disgusting practice for a hotel to be able to do that. They should see that my account balance is zero when I check out - and not charge anything. I have contacted the BBB and sent an email to the hotel chain. The poor manager gets about 10 calls a week regarding this same issue. It is disgusting and they should be ashamed of themselves for such a shady practice.

No hair dryer for 3 days... Mildewed ceilings... Toilet overflowing... sink stopped up... The last straw!!! There are 4 Mexican WOMEN smoking & drinking a case of beer at the pool, WITH 4 KIDS, MEAN KIDS. But they don't care that their kids are being brats, they're having a party. It's about 3 pm and they're drunk. They're not supposed to be smoking in the pool area. The staff has come out a few times, but they're ignoring it. I have a child allergic to cigarette smoke. First day at breakfast, the lady serving SNATCHED the tongs from my hand because I used the ones next to the toaster instead of the ones on the other side of the toaster, for the covered breads and English muffins that you would choose to toast. There were men's sandals at the end of one bed that we found after breakfast. The woman at the front desk had them removed.

I Checked into Hilton Washington DC in Gaithersburg this evening. We get to the room - shower is leaking, sink not working. We thought fine. We will call and get it fixed. My 5 year old wants to watch Disney movies. One front desk staff Ms. Pearl was very disrespectful and rudely disconnected phone. I called several times and she said there were school kids in that block and they disconnected it. Next another Front desk staff says he will send engineer.

I went to the Hilton Ajax, Ont. for my anniversary. When I arrived to my room the sheets were not made up on the bed. So not knowing they were unclean I made the bed up. Getting into bed I couldn't stop scratching and the sheets had a foul smell. I called down, let them know the sheets were dirty and weren't changed from the previous guest. They apologized, sent up new sheets which didn't fit the bed that I had to make. They brought up another set of sheets which were also dirty and smelled foul. I called down again. They brought up another set of sheets. I made the bed up only to find the sheets once again was very dirty with stains.

I booked this hotel by using my Thank You Reward points through my Citi Card Thank You preferred program. I thought I used 16000 points to book a room. It was for a special night with my granddaughter and the night was a disaster. After calling my Citi Card Thank you Reward program, I was told the points were not applied. The expedite company charged my PayPal account the full amount, $162.22 (if you go to the Hilton site; this hotel room is listed as $99 and reduced to $75). They overcharged me on the Expedia site. Plus the hotel applied additional charges to my credit card account; so they double charged me for a room. The Hotel Hilton is not located in the Galleria Area; it is located in SW Houston. My daughter was so upset, because the location of this hotel is in a not so good area. My daughter, which lives in Houston states the location of this hotel is near prostitutes and wild homeless people.

I called Hilton Worldwide Guest Assistance service multiple times to resolve problems. They have bad bully and cynical attitude. I called them because of bad experience at Waldorf Astoria Boca Raton and billing dispute. The hotel did not want to give a refund even the hotel failed to accommodate a right specific room that we booked. The hotel was oversold during Easter holiday weekend. I tried to get a refund and resolve it about bad experience through Hilton Worldwide Guest Assistance because the hotel gave hard time and poor sloppy service at Waldorf Astoria. I called Hilton Guest Assistance for help dated: 3 times on April 19, 2017; 12 times on April 20, 2017. Nothing so far from their side for solutions! They are mean and have cold shoulder. They said that they cannot help and they are a third party. I hate Hilton Guest Assistance. What is it for?

This was my worst experience with a Hilton property ever. I will say that the quality of the hotel was not what I typically experience in a Hilton but this was not my issue. I had requested to use points for 1 day. I made that request over the phone in Feb. When I checked in, I explained to the desk attendant that I had set up to use these points. They responded by saying that they did not handle points and I could the Rewards Group if I had any questions. They should have said, "I don't show that you are set up to use points. You need to call." I responded by saying that "I know it was set up so I'll check, double-check, after I check out." Again, no direction from the attendant.

Hilton ruined our holiday and lied to us about the planned works, and really did not care. Just gave the standard "thank you for your email" blah, blah. "Thank you for your inquiry regarding your complaint file. We appreciate you taking the time to contact us". It has been over a week since this reply came and there has been no further contact. So it is all just lip service. I held off posting this to give them the opportunity to make things right but how long do you wait. How do you ever go back to a Hilton Hotel ever again?

Stayed at Hilton Crystal City for vacation. Came in early and knew we would have to wait to check in. Went sightseeing and came back after regular check-in time. Room still not ready and desk person was very rude. She did little to help us. We got there at 11 A.M. and returned at 3:30 P.M. Her attitude was that she didn't care that we were inconvenienced. The restaurant waitresses were also some of the grumpiest I have ever encountered. The accommodations are very nice. Restaurant food good and bar area nice. Shuttle service very very very slow.

Humiliated. I have been a member since 2012 but have not used my rewards in a while, using Marriott and Wyndham. This time I was looking for a room in NYC and Hilton told me they had a place 10 miles away from Manhattan and that they would shuttle me to Penn station. Unfortunately, I made the mistake to check my reservation while on NJ transit from Trenton, New Jersey. Come to find out the room is more than 30 miles away and no shuttle to Penn station.

After dealing with the Hilton we were told to die that the issue to the hotel and we were able to resolve the issue.

Hilton resolved this. I attribute this to the specific hotel in Japan. Hilton HQ dealt with it.

My company booked me a corporate stay for business for 3 days (Hampton Inn Taos New Mexico/Hilton Hotels). On my arrival the front desk check in person had me stand around waiting for her to finish paperwork for twenty minutes before she would even help me. She took all my information and gave me a room. When I got to my room I had a fridge that did not work and an air condition unit that did not work. I went to the front desk where they sent a maintenance person to look at my fridge unit and he said it needed to be reset and that he would check on it in a couple of hours. He never returned and I had no fridge and my food got warm. The air condition unit never worked.

I am a diamond member but I had an experience recently with Hilton that is causing me to reconsider my loyalty with this hotel chain. I have used Hilton as my hotel of choice for many years and I've come to find that the service quality I am receiving, especially as a diamond member, is falling short of expectations. I am finding that there is very little difference between staying at any random hotel chain than what I receive at Hilton as a diamond member. Yes, upon arrival I have the occasional upgrade, bottled waters and a multiplier on points, but these literally cost the hotel nothing.

I have stayed at many Hiltons before and have been very satisfied with the customer service. However the service we received at the Garden Hilton in Valencia CA will prevent me from going to another Hilton again. We booked 20 rooms for our group, and the meal vouchers were incorrectly distributed. The main problem was not the poor distribution of the vouchers but the terrible treatment by the catering director to not only my wife and I, but the other parents and children as well. The other problem was the awful handling by the GM of the hotel was inexcusable.

My daughter's dance company had a competition at Port Chester High School. We stayed at the Westchester Hilton. Our stay was for 2 nights. Our first night our thermostat was set at 75 degrees. We could not get the room above 66 degrees. I spoke to two people at the front desk. I explained the problem to them. All they offered me was a portable heater. That wasn't acceptable. They assured me someone would look at it. No one came and looked at it. We came back from the competition it was late. Our room was at 63 degrees. All they said at the front desk was sorry. I will never stay at a another Hilton again. Our stay was the weekend of Feb 10 to the 12. The temperature outside was about 35 degrees.

I have been incorrectly charged by Hilton Sydney. Despite me writing to Hilton Sydney for over a month they have failed to refund me. Hilton Sydney have admitted that I had made the cancellation made through book.com on time and that there was no evidence of my booking on the Hhonors website. Further Hilton Sydney have not provided me the details of the complaint procedure and details of the regulator despite numerous requests from me. I have only been sent a website to a Fairtrade site. This is not acceptable and ridiculous state of affairs!!!

Nice hotel but lots of front desk service issue, plus attitude. This stay was disappointing as I paid cash for the second night with poor service and options. Front desk kept giving excuses why certain things couldn't be done that had been done before. Only one of those things was a late checkout request. We were also told we couldn't get an upgrade because all upgrades were sold out. However, when our room had issues they quickly found an upgrade room. We used points this first night. Then when we decided the next morning to stay another night with money, we were told we had to move. To a downgraded room, long before it was check in time before other guests. We fought them in a few nonsensical answers and lies. The front desk would say something on availability, then would clear it with a manager who would say no. My husband is a diamond member.

On December 31 I took my family to the Hilton Southwest for a new family tradition. Upon checking in everything was ok. Once we entered our rooms my wife and I went into our room and the kids went into theirs. Once we got into the room it was stuffy so I put on AC to cool room off. Once I put the ac on the lights flicked on and off so I called front desk. Maintenance came up and declared a electronic shortages so they move us to another room. So I'm like ok the night's still young. Once we got to the next room AC was ok, working. My wife and I got settled in.

Very disappointed with the handling of an issue we encountered at Homewood Suites in Fort Myers Florida. My family had to change rooms during our stay and two of my purses were left in error. They ended up missing and even though the general manager and housekeeping manager confirmed that a housekeeper and an inspector had to survey the rooms before any guests are allowed they refused to believe that my purses were stolen. Claimed they asked the cleaning crew and they said they hadn't taken them. Wow!

Guest don't supervise their kids, running through hallways. Cleaning needs improving. I watch staff put dishes in dishwasher without detergent. Blood spots on bathroom floor never clean up. Outdated furniture.

Hilton is a reputation hotel. I have been a loyal customer and have always appreciated the excellent customer service you offer. It is ridiculous that the I booked the early saver superior room through Hilton.com on 25 Nov 2016, the price for one night stay on 30 April 2017 is USD 894 and after a month, the price reduced to USD685 and said it is another early saver promotion.

Hilton Hotels is a reputable hotel chain. Or so I thought. Five weeks ago, my Hilton room was robbed. When I got back to my room, every single valuable had been taken from my room. Surveillance video showed a thief walk in the front door, jimmy the lock, and walk out a few minutes later with a bag full of my computer, my wedding band (I was working out, so I hadn't taken much with me), my credit card, and everything else of value. So far, this is just a bad day. It happens. But the way Hilton responded added insult to injury. Like I said, this happened 5 full weeks ago. When I left the hotel that day, I was assured that things would be taken care of. They haven't been. Despite multiple emails and calls from me, I haven't heard a single thing from Hilton. Crickets.

I was booking a room in Omaha Nebraska at a Hilton hotel. I was transferred to a customer service rep that said I would get $100 off my stay at this hotel if I joined their honors program. Upon my booking in Omaha, I found out this was false information and that this particular hotel did not qualify for discount. I wrote customer service requesting my money back due to dishonest info and never received a courtesy call back or any correspondence. Because of this dishonest deception, I will never stay at another Hilton and will let all my friends and family know about this Hilton scam.

This is a scam. Hilton suckered me into believing that I could go to NYC for a 2 night 3-day vacation for the cost of hotel fees $297.00. Every time I spoke to an agent to book at room in NYC they couldn't accommodate the dates. I had until today, 12/14/2016 to book at room. I was giving this to my daughter and her fiance as an engagement gift. Not only could they not provide a hotel we wanted in Manhattan near Central Park... they then informed me that I had to go on the trip with them. They NEVER explained that this was a scam to join HILTON Vacations and you had to sit in a promotional speech for 90 minutes.

I am tired of receiving "spam" phone calls on my cell. I have pushed the section to remove me from the call list 3 times to no avail. Not only do I get spammed once a week, but the number called from is a cloned local T-Mobile number, so Hilton is trying to make me think it's a local number so I will answer it. If you have to trick people into talking to you, you have serious problems. STOP CALLING ME!!!

Don't ever stay at the Hilton Midtown NYC. We planned our family vacation 6-7 months ago to meet up in NYC for Thanksgiving. We called to make the reservation in June, doubled checked on Oct 3rd to verify everything was ok. I upgraded to a premium level paying much more, requested that our 2 rooms had to be joining as we have a child who is a diabetic and needs medical assistance at night sometimes. We requested, 1 king, and a room next to it with two double beds so my mom and 2 teenagers can sleep in there. "No problem" stated the young lady I spoke to.

I have been using Hilton for almost 20 years. This time when I checked in at Miami downtown it was great experience and also asked to provide HHonors nos. but the same was not handy at that time so I mentioned I will provide later on. I then stop by late night on my way back from dinner and asked night manager Mr. Amaurys ** to update the same. The answer which he gave me was not at all acceptable, he mentioned since I booked through third party cannot get points. This is for the first time I experience the same as in the past it's always been some agent who booked the hotel for me. Here I paid and also stayed so not understanding what's the criteria for declining.

I booked a room at the Homewood Suites in Ft. Myers, Florida on Hilton's Website as I do almost weekly. I'm a District Manager and travel for a living. I use Hilton Hotels for ALL of my travel needs. I called Homewood Suites and was told that I am going to be charged $50 since I did not cancel 24 hours in advance. I didn't even book the hotel room 24 hours in advance and Hilton's Website states that it is changeable. So when they told me that they are only charging me $50 instead of the full rate I was still upset.

DO NOT USE THIS HOTEL CHAIN!!! They charge your credit card in advance and send an email confirmation stating NON-REFUNDABLE. The person taking the reservations does not tell you this when making the reservations. My credit card was charged $1600+ 3 weeks prior to my event. I only found this out when I needed to cancel one of the rooms. I spent over 45 minutes on the phone stating I was never informed of the pay in advance & non refundable and trying to get $800 + refunded. I was told the information was contained in the email confirmation & since I did not respond within 24 hours of making the reservation there was nothing they could do. I was not able to talk to a manager. I was told someone would call me back within 3-5 days. Still waiting. I did contact the FTC in Washington DC, so if this has happened to anyone else, please let them know.

Room was OK, Clean. Hallway stayed very cold (it's 40 outside and the AC stayed on). Pool area very hot, got dizzy had to leave. NO MICROWAVE, even Days Inn has them. Could not even cook popcorn. Overbilled me $60 a day, told takes 3 to 5 days to correct. Computer always does that and it automatically corrects itself, we were told. Did not even get a receipt when I handed in the door cards. NOT WORTH THE MONEY.

I will have to say that I am disappointed in the Hilton. I am an 8 year vet and I asked for a discount to stay at the Hilton. They said that most of the hotels do give the discount but not that one. How can you not give a discount on Veterans Day to a vet. They will do it at other places but not this one. I have never stayed at the Hilton and after tonight I will never stay at one again. The other thing is Portland is having issues this weekend because of elections and I asked if it gets bad could I cancel without being charged and they said no. So they are going to charge me $183 cancellation fee because I do not want to risk my life and my friends' lives too. What the hell. Needless to say I do not care how nice the place is. I will not be staying there after tonight any more. So to all of the military persons out there if you want a discount here, sorry you will not be getting it.

Stay Away from the DoubleTree by Hilton Hotel Birmingham - I cannot accurately describe how awful this hotel was. Something in the sheets made me break out with red rashy bumps on my arms, side, chest and hands. When I complained they switched me to a room with no bed. So I had to ask for a 3rd room which was a downgrade and I was NOT given a discount on the bill. I was told the General Manager would call me the next day which never happened - I had to call her. My whole situation was not a priority for the GM and the only compensation given was a few Hilton points. I have been a Hilton Diamond member for 11 years and never have I been treated so poorly. From the accommodations to the service my experience was beyond horrible. If you know what's good for you and your family avoid this place at all costs! You have been warned.

I was kicked out of the Home 2 Suites OKC South. I am a disabled veteran and was kicked out for my support animals, one week before veterans day. I was told they were too noisy, even though EVERY time I walked in they weren't barking. This morning they said they would change my room as they put me on the 1st floor next to the entrance adjacent to another room with other dogs. Then they called me after lunch and said I could no longer stay. When I got back to the hotel, I told the manager I was going to take legal action. As I walked back to my room, I gave her the finger. She then called my room a few minutes later saying I threatened her and that I had to leave immediately. She also informed me she called the police who arrived and told me I had to leave. Here is the kicker she told the police I refused to leave, so she was trying to get me arrested. I never said anything such thing.

I have been staying at Hilton Hotels for many years, and I'm a Hilton Honors member. No problems until I stayed in Savannah, Ga. We had a reservation on Oct. 28th to Oct. 30th 2016. We made a reservation for a suite and a balcony. We did not get a suite, when we enter the room. Really bad smell. But were really tired from the drive. So we did not complain. The staff was not very friendly. The staff did not explain any policies to us. She said sign here. She said next. Me and my husband left the Hotel got some to eat. When we got back the room we sat on the balcony. A lot of people were on their balcony smoking and drinking. It was very loud. My husband asked a person on their balcony so it's o.k. to smoke out here. They said yes. "No smoking signs out here sir. Every body does." We did smoke two cigarettes. Because it was outside not inside the room.

Booked under "Government Rates" for official travel. Arrived after 10 hour drive and found that person I was to meet with would be departing prior to my meeting/expected stay time. Cancelled reservations at desk, told too late to cancel reservations for the Friday night stay, but that charges for expected Saturday and Sunday would be cancelled. Understanding hotel rules, said ok. Then get bill, Friday night cancelled' but Saturday and Sunday charged - complete reverse and doubling bill despite over 24 HR, cancellation notice for those days. Investigation finds Hampton Inn Marion taking advantage of local charity event for CANCER SURVIVORS to jack up rates and Hilton Corporate unwilling to intervene ("local hotel has decision") and feckless to intervene or fix their own reservation confirmation that says "Government Rate" with cancellation rules attached, when it is, or supposedly not. Never use Hilton again.

Mediocre. It was rather noisy but we were on the ground floor. I requested a fruit basket on our arrival that they never delivered however they didn't charge us either. Also, there was not very much toilet paper in our room the first night.

Everything but the loss of my headphones was marginally satisfactory. The television in my room did not work and I had to move to another room. Whenever possible I tell this story and try to never stay in one of their properties again. Hide your valuable materials.

Attentive staff, high quality. Supplies everything one needs. Free parking, free breakfast. Fantastic location, competitive pricing, delicious hot breakfast, a lot of shopping nearby, clean rooms, professional, friendly, accommodating staff.

They were helpful, gave us plenty of options. It was a little pricey but for the area it was a good deal. Hotel was very pretty, had a nice pool and cool rooftop bar. Good gym. We don't usually opt for extras but it seemed standard. Overall the hotel the great. It was clean, beautiful and quiet. The location was perfect for walking to our preferred bars/restaurants. The rooftop bar was a very neat feature (drinks are pricey!). Pool was very small, not for kids but great for adults looking for a nice cool off in the afternoon.

I understand that sometimes mistakes happen and there can be a double charge on a credit card (although it never happened to me before). I don't consider that a reason to stop using a hotel or the hotel brand (Hilton). What lost me as a customer forever to any of the Hilton Hotels is how this issue is being handled. It is NOT being handled. I stayed at the Hampton Inn on 8/22 and 8/23 and the reservation was made through a 3rd party reservation company. It was paid in advance of my arrival at the hotel. They took my credit card for incidentals and when I checked out was told there were no additional charges since it was prepaid. However, it is showing a charge of $201 and change on my credit card the day after I checked out.

I was at Hilton Baltimore BWI Airport hotel for a wedding on 9//316-9/4/16. I put my son (18 months old) to bed at 10ish, I went to bed around 11. Around 11, my son started tossing around, I went to bed wondering reason for it. Around midnight, I woke up because my hands/arms started getting itchy, I turned on my flashlight and saw bed bug bites on my hand, I managed to kill in bed bug and took his picture... Totally not acceptable.

I had a reservation at Hilton Ocean City Oceanfront Suites for Sept. 3rd and 4th nights but due to weather condition at Ocean City, MD (state of emergency due to hurricane Hermine) I asked to cancel the reservation. I have a one year old baby and could not feel safe to go there. But they have said they are going to charge penalty for 1 night (50000 points) which is ridiculous as it was not my fault to request the cancellation of the reservation 1 day before.

WORST handling of a reservation I have ever had... These people they have working for them are Incompetent. First I call the hotel to find the room rates they say 234.00 per night... While I'm on hold I find the same room on Trivago for 116.00 a night. I bring this to the attention of the phone rep. She says "no, no, no, don't book it through Trivago. We guarantee the best prices and we also have a website you go to and will receive an additional 50.00 (**) but I need to reserve the room. They won't charge my card (**). I say ok, hang up, go to the website, fill in all required areas and receive an email confirming THEY received it... Call the hotel 2 day later to just confirm my reservation... cause of so many bad reviews about this hotel's reservation problems. And was told my room was available but was 234.00. I said "no, no, no, it should be 134.41 as stated on the Trivago website."

I was updating my profile on Hilton HHonors and checking hotels for a future trip I might take in Hungary. Next day I notice my credit card has a charge from the Hilton in Budapest. After numerous calls, and emails to both Hilton HHonors and the hotel directly in Budapest, Hungary I was treated with most disrespect a human can be treated. No one would help and told me it is my fault. I advised them I cannot be in Hungary from Chicago that same day and I was only checking for prices not purchasing anything. Hilton stole close to $300.00 from illegally charging my credit card.

My son and girlfriend were going to New York for a mini vacation and I wanted them to stay somewhere a little nicer than they would normally pay for. I bought them the American Express Hilton Gift card so they could do just that. They decided on Hilton Time Square but were unable to make reservation with the card. I called Hilton Honors to see how they could use the card to make the reservation and was told after being transferred 2 times that they needed to call redemption center to make reservation and redeem card (WRONG!). My son called and after being transferred 3 times and 45 minutes later, found someone they thought knew what was going on. Woman said she would make their reservation at Hilton Time Square, but they needed to pay upfront with a credit card and when they checked in, advise desk they were changing payment and using gift card. Woman said card would be credited back and gift card used for payment. (WRONG)

I am out of work, have traveled and stayed at Hilton properties for over 27 years, and when requesting access to my points to use for an upcoming stay, I was informed by Gisele in Dallas Customer Relations that I was ten days late on using/staying with Hilton and that all my points are dissolved! As a gesture, she said she can reinstate me but it will cost me half my points accumulated and available... And that she can give back some points as long as I stay at a Hilton for certain qualifying stays. This is outrageous. She said it is policy and that the VP of Hilton HHonors, Chris Nassetta is the one in charge and that this is as far as she can go. Unreal!

When calling to cancel my reservation at Embassy Suites by Hilton Tampa Downtown Convention Center this morning, I surprisingly found out I was over the time limit of 72 hours. I was unaware of a 72 hour cancellation. I was over 48 hours and accustomed to a 24 hour cancel policy like all the other hotel chains we stay at. In speaking with customer service at corporate they informed me of the cancel policy but that it is up to the individual hotel to waive the first night's fee.

I was once again disappointed with the Hilton Brand. I choose it again because my daughter works for the company but again I DISAPPOINTED!! I came to California for my cancer treatment and asked to reserve an ocean view room, but when I arrived I was told there were no more available, they didn't know what happened. I asked to speak to manager but was told he wouldn't be in until the morning which I would be at the clinic then but they would take care of it.

When attempting to book a hotel with a Hilton Honors gift card, we were forced to pay the highest possible rate. After more than three hours on the phone with the hotel, central booking, and others we were booked one of the discounted rates and assured that we would be able to use our gift card with the rate. Instead, they booked a non-refundable rate on our credit card, and we were stuck holding an unused gift card that is probably worth about 50 cents on the dollar of what was paid for it. The hotels are generally fine, but stay away from the scam of gift cards.

In short my safety was in question checking in with other guests around me. Security never came. Guests got into a shoving match in line right behind me. They overcharged me for an upgrade I didn't want. When it was too late there was nothing they could do and they don't know what happened so "oh well". They bragged about giving me useless 10,000 pts when I contacted corporate. To get a free night at Hilton you need to stay at least 20 times. Their response was demeaning when I contacted corporate. They didn't address 2 of the issues I complained about. It's a joke to them... They don't care whatsoever. I am a platinum Hyatt member and this I know would never happen and they would never make anyone feel like crap for complaining.

I am lodging at this hotel. I only asked for the On Demand channel to be abled so I may watch a movie. In return the agent granted me access, however, mistakenly called my room saying that I was very, very, very high maintenance however she didn't know that she was talking directly to me. She thought she called her manager. I feel very offended and belittled. They apologized and sent gifts to my room and even credit me one free night stay. However it doesn't change my emotions on wanting to stay here. Tonight I will be leaving.

I have been on the phone all morning with the hotel and the corporate office. The hotel could not find the reservation, so I called corporate office and spoke to the supervisor to try to resolve the issue because the hotel itself couldn't do anything for me. They stated that the reservation wasn't completed because of the payment method, which is why the website didn't populate the confirmation#. I send this to the supervisor who hung up on me, and when I called me they couldn't locate him, so I was connected to a different supervisor who still didn't resolve my issue because there was not confirmation# and there is no availability. They are so unprofessional.

What a terrible disappointment with Hilton Hotels. After 16 years of using Hilton Hotels, every time we travel, we were terribly let down for the 1st time. The reservations agent did not give us proper information regarding the hotel distance being it was a convention for young people. I even specified the fact that they would walk to the convention and back, and needed a hotel. Close. When we arrived, the hotel was 2 1/2 miles away, in another city from where the convention was. When we arrived, and saw the distance, that would be unsafe to walk. We called Hilton. After going through 6 dropped calls, at 12:30 at night, they eventually told us the department was closed.

I was transferred four times and put on hold for over 1.5 hours with my first call to Hilton HHonors. After over an hour and a few transfers, I finally spoke to someone. The customer service representative took my information and stated my hotel rooms were confirmed, and he would email me confirmation. I never received a confirmation, so I called back, then I was put back on hold for 30 minutes. The customer service manager Donna, Sign # ** (she would not give me her last name) spoke to me and offered me 1000 points for my inconvenience. They are charging 60,000 points for $249.00 room at the Hampton Inn and wanted to charge me an additional $25 per 10,000 point transfer. For an organization that is as large as the Hilton Corporation, I would expect trained and competent customer service.

I have been using Hilton for over 15 years. I used to love the company. They have lost their way. Their customer service must be outsourced. It is the worst I have ever seen. It doesn't matter your status, they don't even listen, they don't try to help. I would never recommend them. They lost touch with customers! Especially loyal business travel customers. Esp. Hilton Honors customer service!!!

I have visited several Hilton's throughout the state and never have I been so distraught with the services provided to me and my husband by the Hilton Shreveport. I was supposed to be on vacation, choose this hotel away from the casinos and noise. Wanted to relax by a pool for a few days just to be told the pool will be down until the day I leave. Needless to say I expressed my feelings toward this with a request to be moved to another Hilton. He instead says "I can give you a breakfast." I laughed of course. This was the worst stay I have ever had. Also the food was disgusting! To top it off they took two deposits without authorization. So be careful with your choice. Very unhappy consumer. I wish I could post the burger they expected us to eat too!

When booking a hotel for my vacation I chose to use a hotel with a strong branding behind it. I regret to inform you that with the service that you and your staff provided was not up to the Hilton standard that I expected. In the past when visiting Canada I stayed at the Best Western, and I received better services. I will also be forwarding a version of this letter to your cooperate office.

As a Hilton honors member, we've enjoyed our previous stays at other locations, particularly at Hampton Inn properties. However, our stay July 3, 2016 was a total disappointment beginning with the assignment of a second floor room that was flooded with water coming from the shower stall onto the entryway and carpet. When reported, we were given room 310 without an operable safety deposit box and clock with an alarm. We informed the front desk that we were leaving for dinner and would be back. When we returned, we asked if someone could look at the clock and safety deposit box with the response that it was already looked at and the clock doesn't work and the alternative was to request a wake up call.

We have stayed at Hilton hotels around the world but have never been as disappointed in a Hilton as I am today. We promised our granddaughter that we would go swimming each night during our current stay in Anaheim, California. I've disappointed my family in my choice of hotels. The pool is so disgusting I can't chance our granddaughter swimming in it and catching something. This pool is not to the usual quality that we have come to expect from Hilton. The guest services states that it from so many people, but for the last two days, the Omni had no issues in keeping their pool clean!

We were 5 delegates from India and got booked Hotel Hampton by Hilton, Kings Dock Mill, Liverpool for stay from 16th June to 19th June. We reached there at 1pm on 16th June. We had two delegates aged 70 years, so we requested for early check in. We requested a healthy gentlemen with French cut for early check in, he did not attended us for long time and then said no. We were to have our lunch so we were to get 8 bags of luggage to be deposited with them. We clearly wrote our name and bag number on the slip like 1/8, 2/8... 8/8. We handed these 8 bags to this fellow probably his name was Louise. When we came back and asked for the bags. He gave us only 6 bags. We asked for 2 more which he said, "No we do not have." We were shocked as those bags had valuables worth 1.5 lakhs rupees. We requested him to please find the bags. He went in and gave us paper to write the name, we again wrote clear name on the paper.

Hilton, Knoxville Tennessee Cumberland Avenue - In 35 years of traveling around the world I have never had a reservation rate change from the time of booking, to email confirmation, and upon arrival!! We booked 6 rooms. We're given the price by a Hilton reservation agent and confirmed via email and verbally prior to arrival. When we arrived half of the rooms were not available and we were told by the lady who booked the rooms she made a mistake with the discounted rate and the new price is $20 plus, per night, per room which is a significant increase. The agent referred us to the manager who not only did not care, but attempted to hide/avoid any interaction to resolve the matter.

I recently traveled all over the midwest changing hotels nightly. All of my reservations were with Hilton products. I had to make several changes and they accommodated me every time. The real above and beyond is that I left a new iPad at one of their hotels and not only received a phone call that they had it, but they shipped it to me at no cost. I received it within two days. WOW! I'm a loyal Hilton customer and always prefer their products!

From the beginning of this process, we have struggled to overcome one hurdle after another. The first issue was communication, where no one was able to help us but the director of sales. Unfortunately we left message after message and called constantly to get a hold of her. After a week we finally received a call back to help us move forward... that should have been the turning point where I took my business elsewhere. Upon moving forward and receiving our agreement, the pricing was wildly different than what we'd discussed over the phone.

The most shocking stay of my life! First of all, please review the attached photographs. The hotel manager falsely accused us of damage to the couch and mattress and ordered us out of the hotel this afternoon claiming that our dogs - 2 nine pound Maltese - chewed the couch and urinated on the mattress thereby damaging that. This never happened. The previous night my son wet the bed and I even went downstairs to let them know he had wet the bed so I could get fresh sheets. The lady at the front desk told me to let her know if I needed a fresh mattress cover but I did not. My son wears good night pull-ups to bed and so this was just a leak but no one wants to sleep in that. Regarding the couch I told them I was not aware of any damage and asked her to describe what kind of damage and if there were pieces on the carpet and where on the couch the damage was. She claimed the leg of the couch was damaged. I found this unbelievable.

We recently booked an expensive, and theoretically private, 8-guest villa at the Hilton Scottsdale Resort and Villas in celebration of our daughter's 19th birthday. Five of her best friends joined us. Before making this reservation we called Hilton and confirmed that 8 adults could stay in the Villa, and that we were there for a teen birthday. In the evening, as we were laughing and playing normal volume music inside the villa, the resort's security guard barged into the room and demanded that we vacate immediately. He and the management proceeded to state that, because we had multiple people in the room (the 8 people that we had paid for plus a couple of guest visiting to celebrate), that we were in violation of their strict "no party rule," and that no notification was required before revoking our use of the property. They rudely forced our departure and refused any refund of the room.

I booked 3 rooms for May 2017 for a wedding for my Step Son's wedding at the military rate. When I went back a week later to add a night to each reservation the reservations had been moved into a wedding block at $20 more per room. I added the additional night and changed my rate back to the military rate which was now $10 higher than my original reservation. I called the hotel the next day to complain about my reservation being changed and the infringement on my privacy. Reservations totally blew me off because they did not see a problem - "you are attending the wedding aren't you?" I never mentioned that I was part of that block and the block did not exist when I made my reservation ONLINE.

We have been saving points for months to book a stay at the Hilton Rose Hall in Montego Bay Jamaica in April 2017. I have been checking the points rates for several weeks now and up until Friday 5/20/16 the site showed 2 "standard room rewards" categories for 70,000 points per night. Flights for the week we are traveling were not available to book until this week (5/25/16) and when I logged in to Hilton to book the room on 5/23/16 (only three days after last checking), the hotel has changed all the room rewards classifications and has no standard room reward levels at all for any night (I checked nights in every month from now until April 2017 and only premium rewards comes up for any room).

I want to say the people cleaning the rooms, maintenance, and the people putting out the breakfast were really great w/ me and my daughter. Even when I got really upset on my last day the lady that cleaned my room was so nice to me and gave me a hug and told how unprofessional and wrong it was how they treated me. It's these people that made my stay really great and not the front desk & management.

Please note that this letter is written with the intent to express my complete dissatisfaction with my recent experience as a HHonors Member. On 5-9-16 I spoke with a customer service representative later identified as Mr. **. My initial call was simply to request the details to the location we're scheduled to check-in 5-13-16. That information was provided and then the rep told me that unfortunately he'd have to cancel one of my upcoming trips because policy states that you can't have (2) market packages. He offered minimal explanation to the mishap, apologized with calculated empathy and stated that I could expect a refund on the card that was used.

On 24th April 2016 I booked a 4 night stay in Hilton Garden Hotel midtown New York 30th Dec-2nd Jan 2017 under free cancellation, not realising it was non-refundable. 6 days later when €1193 was taken from my account by Hilton Garden Hotel did I realise my errors 1) with dates 2) non-refundable. I contacted customer care booking.com to cancel 30th and 31st December, but to hold 1st 2nd January. Booking.com agreed to alter but Hilton Hotel Manager would not facilitate this despite 8 months notice. I'm gutted.

As a Hilton Honors Diamond member I have been unhappy with the quality of Hilton customer service and hotel staff for a while. Some hotels are very good while some are subpar. After an experience this week at Hilton Garden, Knoxville the GM told me that Hilton Honors has "set up" Diamond members to expect too much and feel entitled. This may be true at times, but most road warriors just want efficiency and a decent room because hotels are our "home" away from home.

I am extremely dissatisfied and frustrated with my Hilton experience this evening. I am attending an out of town wedding on October 1st in New Haven CT and guests are staying at the Hampton South on Saw Mill Rd. I was unable to book the room using points through the Bride's wedding site so I called the hotel directly. To my surprise I was told that once I stated the reason for my visit I was not allowed to book any room in the hotel using my points. This was confirmed via two more calls to the Diamond Desk.

We have been vacationing at LA Quinta Resort and Spa in La Quinta, California for over 30 years. This past vacation, the hotel overcharged me 2,000 and charged me for services I did not use. Then refused to reimburse me. When we arrived the room we requested (with grassy area for dog) was not provided, despite three separate phone calls prior to the date which confirmed they would have the requested room available. For the inconvenience of waiting 5 hours for a room, they upgraded us to a suite, quoting me a rate of 200 over the initial quoted rate. Then at checkout I was shocked to see that I was billed 400 over the initial rate, as well as being charged twice for the dog, for the coffee machine in the room even though we don't drink coffee, for parking even though we didn't come with a car, and for the fitness center, even though we didn't use it. Very disappointed. Have to find a new hotel for our annual vacations now.