Business ProfileforHilton Worldwide
Hotels
The Complaints and Reviews shown on this HQ profile may have been submitted against either the HQ itself or one of the corporate-owned locations found under "Find Locations".
At-a-glance
Related Categories
Business Details
This is a multi-location business.
- Headquarters
- 7930 Jones Branch Dr Ste 1100, McLean, VA 22102-3313
- BBB File Opened:
- 1/1/1983
- Years in Business:
- 55
- Business Started:
- 1/1/1969
- Business Started Locally:
- 1/1/1973
- Business Incorporated:
- 9/14/2000
- Licensing Information:
- This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
- Type of Entity:
- Corporation
- Alternate Business Name
- Tru by Hilton
- Hilton Hotels & Resorts
- Curio Collection by Hilton
- Business Management
- Ms. Robin Barnes, Owner
- Mr. Christopher J Nassetta, President/CEO
- Mr. Frank Otero, General Manager
- Mr. Joe Koch, Director of Sales and Marketing
- Mr. Charles E. Gellad, General Manager
- Mr. Keith A. Moses, Assistant General Manager
- Mr. Darrius Gray, General Manager
- Ms. Dori Familiant, General Manager
- Mr. Martin Field, President
- Mr. Martin Faye, General Manager
- Ms. Jey Washington, Corporate Complaint Specialist
- Mr. Brian Kelleher, General Manager
- Ms. Kristen Hernandez, Manager of Customer Care
- Mr. David Ryan, Customer Relations Manager
- Contact Information
Principal
- Ms. Robin Barnes, Owner
- Mr. Christopher J Nassetta, President/CEO
- Mr. Frank Otero, General Manager
- Mr. Joe Koch, Director of Sales and Marketing
- Mr. Charles E. Gellad, General Manager
- Mr. Keith A. Moses, Assistant General Manager
- Mr. Darrius Gray, General Manager
- Ms. Dori Familiant, General Manager
- Mr. Martin Field, President
- Mr. Martin Faye, General Manager
- Ms. Jey Washington, Corporate Complaint Specialist
- Mr. Brian Kelleher, General Manager
Customer Contact
- Ms. Kristen Hernandez, Manager of Customer Care
- Mr. David Ryan, Customer Relations Manager
- Additional Contact Information
Fax Numbers
- (570) 424-4950Other Fax
- (570) 343-8415Other Fax
Phone Numbers
- (215) 365-4500Other Phone
- (570) 450-1560Other Phone
- (570) 424-4950
Customer Complaints
3,264 Customer Complaints
Need to file a complaint? BBB is here to help. We'll guide you through the process. How BBB Processes Complaints and Reviews
File a ComplaintMost Recent Customer Complaint
11/20/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I booked a room with 2 queen sized beds for 3 guests at Hampton Inn Baltimore / Glen Bernie location for Nov 16, 2023 (Confirmation #********). I checked in on the Hilton Honors application and selected room ***, which had 2 queen sized beds. Upon arrival, I was informed that the hotel did not have any rooms with 2 queen sized beds remaining and offered me a room with 1 king sized bed. This is not acceptable given I booked the room months in advance and was not notified prior to arrival that the room type I paid for was not available. 1 king sized bed does not comfortably sleep 3 guests. I have reached out to Hilton and was offered 20k points, but this does not resolve this to my satisfaction. I am looking for a full refund ($8.79 + 27k points) given I was not delivered the service I paid for (room with 2 queen sized beds). I understand that the hotel was oversold and under normal circumstances, a pull out bed is not a big deal for the third guest. However it is frustrating when we arrived past midnight after our first leg of the trip, and had a 16 hour drive ahead of us the same morning during which a good night's rest is extremely important, which is why we booked 2 queen beds. It would have been appreciated if the hotel notified us in advance when we selected pur room and when the room type was no longer available so we could have made different accommodations earlier rather than at arrival.
Read MoreCustomer Reviews
567 Customer Reviews
What do you think? Share your review.
Most Recent Customer Review
Lauren D
1 star11/15/2024
On October 8, 2024 we were evacuated due to ****** being a direct hit to our home. We really contemplated staying, but got very scared at the last minute and as we were told to get out now, there would be no emergency personnel if needed, hotels were booking up by what felt like the second. We finally were able to lock in this one. We have 4 animals and an 88 year old grandmother to evacuate and we were very concerned about flooding. We did not have many options and figured since ******** clearly stated there would be no price gouging, pet fees, etc. tolerated it would be rectified upon arrival. We booked 2 rooms for 3 nights, not knowing what we were up against and again we had to provide for our grandmother who resides in a manufactured home. We stayed the 8th and 9th to ride out the storm and on the 10th we watched our Ring camera until we could see our power came back on. Our animals were very stressed and we were anxious to get home to check on our home as we could see there was damage on our cameras and with pictures being sent to us by concerned neighbors. Upon leaving on October 10th at 2:45 PM, we notified the front desk as a courtesy so they would know the rooms were vacant. We were provided 2 receipts by the front desk totaling $1282.24. When we got home I checked our Discover account to see that ********************** had charged our card a total of $2,760.98. I am no mathematician, but for a hotel that averages $150/ night, 2 rooms, 2 nights, taxes, fees, we are looking at maybe a total of no more than $700. We were eventually refunded some of the money, so the charges are down to $1655.58. We are reaching out for us and our experience, but also for the many other (mostly elderly) guests that were told to evacuate. We cannot be the only ones, it's very sad and gross to see businesses take advantage of people during a natural disaster like ******. The owner, ***** *******, thinks we were charged appropriately. It's gross, illegal, and unethical. Shame on you.
Hilton Worldwide Response
11/18/2024
I hope this email finds you well.
I have contacted the hotel regarding your billing dispute. Your third-party reservation with Expedia was initially booked for three nights. When the dates were changed the rates also changed, on your checkout a refund of $0 was processed.
For the last night of your reservation, the hotel held the room in expectation that you would be able to return to your home. The $ 0 includes the early departure fee and late check out fee, which the hotel maintains you were aware of. The charge of $0 per room was for the late cancellation which we will refund to you.
As a gesture of goodwill $ 0 will be refunded and mailed to your address verified:
Please allow 4-6 weeks for processing and delivery
Thank you for giving us the opportunity to address your concerns directly. We value your feedback and are committed to ensuring your satisfaction.
Yours in hospitality,
Local BBB
BBB serving Metro Washington DC, Metro Philadelphia & Eastern Pennsylvania
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