Customer ReviewsforHilton Worldwide

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.

  
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, 

9/26/24 I made reservations at the Hilton Homes2Suites, Beacon Dr, Greenville SC. Reservation for 9/27&9/28. The rate was $140 each night. On 9/27, Hurricane Helene occurred. I was unable to get to the Hotel so I called to cancel 9/27 & was told if I cancel I would still be charged. I explained that I couldn't get there bc there were trees in the road and she stated, those were the instructions her mgr had given. I stated, do NOT cancel my reservations, I will try to make it later that day. A few hrs later I received a call from the mgr, she told me that she would cancel the reservation for 9/27 but she would also have to cancel 9/28 bc the card I booked with was declining. I explained to her that the card I booked with was a new HILTON Honors CC, I had just received and never used, & it must have been an issue with the card itself. I told her I would call and see what the issue was and I'd call her back. The call to the CC company took a VERY long time, but issue was fixed,and I fell asleep before calling the mgr back. The mgr canceled my reservation before 3:00, w/o my knowledge. I arrived to the Hotel at 5:30 & was told my reservation was canceled by the mgr, and bc of the storm they were completely booked. I rode around for 3 hours trying to find a hotel. It was a nightmare! Around 9:30, I checked this hotel website one more time & there was a room for $284. I paid $140 for this same room the day before(Price gouging). I booked it with the same Hilton CC and stayed there both nights. I reached out to the manager on Sunday by telephone and she was very rude. Told me she had worked 16hrs and didnt have time for me. She keeps saying I broke several policies, which is a lie. She's also trying to charge me for the night SHE canceled after I already had to pay double for the same exact date & room! Hilton is doing nothing to help the situation. They are referring me back to a mgr that clearly, Covers Herself & Rude. I will not book HILTON again unless this is handled!

I hope this email finds you well.  
Thank you for bringing your concerns to our attention. Upon reviewing your stay, I noticed that your booking was made under the Hilton Friends and Family rates, which are subject to stricter guidelines. Unfortunately, your first reservation was canceled due to a declined credit card, and we did not receive a valid card from you. At the time of your arrival, the Friends and Family rate was no longer available and can not be reinstated. However, for your subsequent night's reservation, the rate remained at $140.00 under the Friends and Family rate. 
Thank you for bringing your concerns on this important matter to our attention and offering us the opportunity to address them directly.   
Yours in hospitality, 

The Hampton Inn ******** ***** has Very inhospitable owners or **. The staff member Ram and **** are totally put out of their way if you have any requests or just checking in. **** is completely put out when you come to desk at check in. They never speak to you unless you speak to them. Dont recognize ** members and are put out if you ask for a water which they have available at an HH display at front desk but get irritated if they have to come out from behind the desk. You always have to ring a bell and its always **** ****. The younger girls in morning are always very nice and say good morning and the lady at night shift is very sweet. She agrees that **** behaves this way to people as well. When I brought this up to the ** he offered to check me out without an apology or a refund for the remaining of my stay as it was a points rate. His answer was just a shrug and that I have the right to stay somewhere else if I dont feel welcome here. I was appalled as a diamond member and someone who has travelled for a living staying in Hiltons always for over 15 years. The ** is very unwelcoming and flat out disrespectful.

Hello,   

I hope you are having a great day! 

We want to thank you for taking the time to share your feedback with Hilton's **************** about your recent experience.  

I attempted to reach out to you on November 10, November 12, and November ******* but unfortunately, I haven't received a response. Since you have not replied to our request for information, we now consider this matter closed. You have twelve months from the date of your stay for us to revisit your concerns.  

Best regards,   

We are writing to formally express our disappointment regarding the quality of service and numerous issues experienced during our recent wedding ceremony held on October 19, 2024, and our stay at your property. We visited your resort in March 2024 as a potential wedding venue and were captivated by the food, property, and attentive service. Based on that visit, we were excited to celebrate our wedding with 86 guests at your resort. However, our experience from October *****, 2024, fell far below the standards we expected, impacting what should have been one of the most special weeks of our lives.We would like to outline several incidents that contributed to our dissatisfaction:1. Service Denials and Discrimination: On multiple occasions, resort staff denied us access to basic items like straws, water, and specific alcohol, even though we could clearly see these items available. We also observed these same items being served to other guests of different ethnicities shortly after they were denied to us. This inconsistency and differential treatment were hurtful and left our guests feeling unwelcome.2. Liquor Selection Agreement and Unnotified Changes: During our site visit, we confirmed with the wedding coordinator a specific liquor selection that we wanted for our wedding, which was presented as a standard option available to all resort guests. This selection was later changed without notification. Instead, we were informed by the wedding coordinator and her supervisor that we would need to pay an additional $59 per persontotaling $5,074 for our 86 gueststo receive the same liquor that was included in the all-inclusive package for other guests at all bars. This pricing discrepancy, applied solely to our event, strongly suggests racial bias, and it left us feeling singled out and undervalued.3. Wedding Cake Discarded 4. Inconsistent Pool Service 5. Favoritism in Service 6. Wedding Ceremony Issues ***** and ******** *****

We stayed at Doubletree by Hilton in ******************** and it was the worse hotel we have ever stayed at. It took forever to check in, they gave us a room key and when I went into the room I found that it was completely occupied and there was a woman changing in it. THEN the next morning we were woken up at 7:30am to them saying there was a problem with our payment. After arguing for 30 minutes showing proof we had paid for the room, they backtracked and said we only owed for the $15 parking fee..... I gave them an additional card to run for the $15 parking fee and got a receipt, they ended up charging me $65 for less than 24 hours of parking which I didnt consent too. When asked they said the $50 would be refunded within 3 days, it's been 12 days and the money is still not been returned, there has been no apology and they are now claiming they never over charged me when though I am offering to show bank ********************* is a joke and so is everything else at this establishment!!!!!

Thank you for providing the screenshot requested, I appreciate your quick response.   

I have processed a refund of $.00, this will be mailed to your address verified: 

Please allow 4-6 weeks for processing and delivery.  

Thank you for bringing this to our attention. We appreciate your loyalty as a Hilton Honors Gold Member. 

Yours in hospitality,  

Until last week I was an employee for the Hampton inn in ************************. My job title was Chief maintenance engineer. The entire building is completely mold and they are just trying to cover it up. The general manager made my job everything but maintenance from going to the post office to going to the bank to make deposits to picking up employee's children 30 minutes away in 30 minutes back from school to putting food away in the kitchen. I was hired on as chief maintenance engineer not as personal assistant. For 2 years I did what I was told to keep my job as I have a family. That was nothing but nice to every employee that I came in contact with from fixing their cars during work hours out in the parking lot to buying them lunch and drinks and breakfast on once a month or more.Only to figure out that they are not repairing anything in the building they have renovation starting but are just covering everything up they're not addressing the mold... Their walls that need to be knocked down to get rid of the mold and ceilings that need to be removed to get rid of the mold from the leaking roof for ************************************************************************************************ the water and there's no way to mount them as the cans rusted out. A person passed away in 201 management demanded I flipped the mattress and put the room back in service at that time I knew it was my time to leave the hotel. Is a person dies on a mattress you have the mattress removed and you replace it which was done after I put up such a fuss. I gave them a one month notice The second day of me training the new guy they canned me. Then the ** blew up my phone saying the housekeeping is talking all this c*** and starting rumors about me and now they have all turned against me. I have been nothing but nice to these people. They have all turned against me. Flip the mattresses?? I'm emotional affected by this action of the management. I want corporate to contact me!!!

I hope this email finds you well. This is ***** from the **************** regarding your Better Business Bureau review. I did attempt to contact you today; I did leave a voicemail.  

I have contacted team management on your concerns, they will be contacting you directly.  

Thank you for bringing this to our attention. We appreciate you choosing Hilton as your travel partner.  

stayed 10/23 Booked my room through ************************** and paid in full. Went to check in and was told that what I paid was only to hold the room and I had to pay an additional $225 dollars for the room and that the original payment would fall off. When that did not fall off I contacted ************************** and they called the hotel and they said I was charged the $225 because I was a no show. Even after sending a copy of my bar tab, I was still told that I was a no show. The $225 was dropped down to $175. Attempted to reach the hotel again and they said they have no record of me being there even though i swiped my card at the counter and sent in copies of my bank account being charged. I was told to send my copies directly to the manager ******. The email kept getting kicked back as my email was spam, last attempt said that the email address no longer existed.

 
 
Upon reviewing your reservation ********, this was considered a no-show reservation. The charges were from your third-party booking site **************************.  
******, Director of Sales, has attempted to contact you for further information since they as well have been unable to locate a reservation using the physical card. Third party booking sites hold reservations under a virtual card. You may want to contact ************************** to dispute the charge.  
Thank you for bringing your concerns on this important matter to our attention and offering us the opportunity to address them directly.  
Yours in hospitality, 

The Hilton Garden Inn Hotel, *********** is Totally unresponsive to my request to speak to manager concerning upcoming stay. I had Covid and was experiencing after effects and had to cancel two rooms. The stay I have been trying to cancel is November 3-7, 2024. I first called either October 25 or 26. I called twice, calling again Sunday, October 27. I was told to call the manager regarding the cancellation on Monday. His name is ****. They told me to call between 10 and 11 when he would be in. I called, the 28th the 29th and the 30th to talk to ****. I left a message on his voicemail. He never returned my phone call. This is totally disgusting consumer behavior. I am a diamond Hilton member. I will never deal with Hilton again. This is totally unprofessional behavior. They will not respond to reimbursing the amount. I paid ahead of time for the two rooms and nobody will talk to me concerning reconsidering that request. I was not aware when I made the reservation that it was not cancelable.

Thank you for your kindness during our call. This is ***** with the ***************** I am responding to your Better Business Bureau review ****** regarding your reservations at the Garden Inn ******/***********.  

We sincerely apologize for the lack of response from our General Manager regarding your need to cancel your reservation due to illness. We would like to make this right for you.  

Please send a screenshot of the charges with the last four digits of the credit card used. We will the process your refund and mail it to your verified address: 
 
Please allow 4-6 weeks for processing and delivery.  

Thank you for bringing this to our attention and being a loyal Hilton Honors Diamond member.  

Yours in hospitality,  

The worst Hilton property I have ever stayed in! I checked in at 8:37 after traveling for two days. I was told I could get food at the bar until 9 pm. Got to my room at 8:40, rushed down to order at 8:44. Arrived and stated I wanted to order food to take to the room. The bartender gladly entered the order(quesadilla, the simplest thing on the menus to make). The manager ****** came out of the kitchen and berrated the bartender in front of myself and another customer saying did you ring this up? I told you no more orders after 8:45. I looked right at him and saidI was told that I could get food until 9:00 and I ordered the easiest thing for you to make. He agreed to make it, but shook his head at the bartender and walked off in obvious disgust. The bartender told me that was her manager and apologized for his behavior. When I got to my room, I found that it was filthy. I wish I could upload the pics I took. The bathroom had built up filth on the floors around the entry and toilet. Caulk was coming off around the toilet and shower. There was ***** ***** looking cracked caulk around the tub, plus a quarter sized black substance on the outside of the tub. Built up dust on the Kleenex box, lamp shade and much of the furniture. There was no reg coffee in the room (only 6 packs of decaffeinated). Only one coffee cup, not the usual two. When I went down to the desk to get coffee packs, I was told we must be out, with no apology. There were no usb ports in the room and one of the two outlets bedside did not work. I couldnt get checked out of this hotel fast enough. I consistently stay at Hilton properties and travel extensively for business and I am thinking I might have to switch to ******** or other brands. This Doubletree was disgusting.

We apologize for the service-related issues you experienced during your stay. I have shared your feedback with the hotel's management team for internal review so we can work together to improve our overall guest experience. 
As a gesture of goodwill, we have awarded 00 Hilton Honors points to your account, which are available for your immediate use. 
Thank you for bringing your concerns to our attention and allowing us the opportunity to address them directly. We value your continued loyalty as a Hilton Honors Silver member.