Reviews

This profile includes reviews for Hilton Worldwide's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hilton Worldwide

  7930 Jones Branch Dr Ste 1100 McLean, VA 22102-3313

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  Hilton Worldwide

  1100 Arch St Philadelphia, PA 19107-2376

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  Hilton Worldwide

  8517 Leesburg Pike Vienna, VA 22182-2406

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  Hilton Worldwide

  1800 Papermill Rd Wyomissing, PA 19610-1100

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  Hilton Worldwide

  230 Sycamore Dr Breinigsville, PA 18031-1535

Review Details

• Review fromJohn P

  Date: 07/11/2025

  1 star

  John P

  Date: 07/11/2025

  Robbed of $1000 for a dirty room, broken amenities, and nonexistent service We booked a three-night stay at this Embassy Suites for a small family reunion and paid nearly $1000 total, including a nightly $10 parking fee. For that price, we expected at least a clean, functional room and decent customer service. We got neither.We arrived at 6pm to find our suite dirty, the sleeper sofa broken, missing towels, no sheets or pillows for one of the beds, and the body soap in the shower swapped with hand soap (which caused issues for some family members with sensitive skin). We immediately reported all of this. No one ever came to fix the issues. Eventually, one of us had to go downstairs just to get sheets and thats all they had.Breakfast the next morning was just as bad. Despite the hype about a hot buffet and custom omelets, most of the buffet food was cold, and several of us had to wait 45 minutes for made-to-order omelets. Thats not hospitality, thats a joke.We tried to escalate. We filed a report through Hiltons corporate line and were told to follow up with the manager. We called at the exact time the staff told us the manager would be available, we were put on hold for over 30 minutes and never got to speak with anyone. Its clear theres a serious management or staffing issue.Weve stayed at 1- and 2-star hotels for a third of the price and had a better experience. This was deeply disappointing, and we walked away feeling like we were taken advantage of. Unless major changes are made, we strongly recommend you stay elsewhere.

  Hilton Worldwide

  Date: 07/14/2025

  Hello ****,
  
  Thank you again for taking my call this afternoon.
  
  
  As a gesture of goodwill, Ive processed two Embassy Suites Be My Guest certificates. Each certificate is valid for one night in a standard room at any Embassy Suites property worldwide, with an expiration date one year from the date of issue. The only blackout date is December 31st. The certificates will be mailed to the address you confirmed during our call and should arrive within approximately four weeks. To redeem them, simply book your stay through any direct Hilton channel and present the certificates at check-in.
  
  Id also like to confirm the spelling of your last name. According to your Hilton Honors account, it appears as Pattersom. Could you please let me know if that is correct?
  
  If you have any additional questions, or if I can assist you when you're ready to book your complimentary nights, please feel free to reach out. Im available Monday through Friday, between 8:30 AM and 5:00 PM Central Time, and will do my best to respond promptly.
  
  We value your loyalty as a Hilton Honors member and hope to welcome you again at one of our properties for a stay that better reflects the level of hospitality we strive to provide.
  

   

  Best Regards,

  **** *.

• Review fromMark B

  Date: 07/10/2025

  1 star

  Mark B

  Date: 07/10/2025

  I recently stayed at the Hilton Garden Inn ************************************After checking out Sunday morning, we found out we were charged with smoking in the room. If I were guilty I would accept it. But, I quit smoking August 19th, 2009. I can assure you we didnt smoke in the room. So they fraudulently charged me $275.00 saying it was. Normally I will let things slide but this Im not. Someone at this establishment is profiting from this. I will not stay at this establishment again if I could I would leave a 1/4 of a star rating.

  Hilton Worldwide

  Date: 07/14/2025

  Hello ****,
  
  I'm following up regarding the smoking penalty assessed during your stay at the Hilton Garden Inn Shreveport. We understand that the hotel has been in contact and, following an internal review, determined that the fee was appropriate based on the condition of the room.
  
  
  We regret any frustration this may have caused and hope this experience will not impact your decision to stay with Hilton in the future. Your loyalty is valued, and we appreciate your understanding.
  
  
  
  Best Regards,

  **** *.

  
  

• Review fromOscar R

  Date: 07/10/2025

  2 stars

  Oscar R

  Date: 07/10/2025

  In the last few weeks, we stayed at 3 Hilton Hotels. As a Gold member, I was rather disappointed with a few things.When I had to travel unexpectedly, I went to get a hotel room and all the rooms were booked, which seemed strange for a Monday evening. When I did find a hotel, the receptionist said one room was available and I said I will take it. As we were talking, all of a sudden, the receptionist said there are no rooms available. Fortunately, I was able to find another hotel, but the prices I had a pay for a small sandwich and a couple of cookies was absolutely ridiculous! My family and I went on vacation and we stayed at 2 different Hilton hotels. The first hotel had a beautiful view. For a hot breakfast, there was an additional charge of $15 per person per day. There was a decent cold selection at the first hotel, they served hot oatmeal and along with a variety of cold items. There were only 2 cereal choices, neither of which was acceptable for my children. At the second hotel we stayed at, the continental breakfast selection was much worse. My kids could only eat the fruit. There was nothing hot available for the continental selection. This was disappointing as a Gold member, since my family and I could have stayed at other hotels and been able to enjoy a hot selection of food for a continental breakfast. We also had to provide our room number before entering the dining area at one hotel and the second hotel gave us vouchers for breakfast. With the vouchers, we were able to go to the *** and ********* in the hotel. The Moon caf was great, where I got a hot sandwich and a coffee. We went to *********, which the choice included a coffee and a muffin/banana bread, but they were all out of the treats and when my wife asked about a substitution, they said they are not allowed. They would not substitute one of their other treats so we could give it to our children. Both hotels also charged for pool towels if they were not returned.

  Hilton Worldwide

  Date: 07/13/2025

  Hello *****,  
  I hope this email finds you well. I am sorry you missed my call today; I did leave a voicemail.  
  First and foremost, were honored you were able to participate in Hiltons **************** Program and utilize your Points for employment relocation. Thank you for your service. 
  We sincerely apologize that your recent stays did not meet expectations. We are committed to providing exceptional experiences for all our guests, and we regret falling short during your visits. 
  After reviewing your reservations at ********************************************************************************************, and ***************** Hilton, wed like to clarify that these properties do not include complimentary continental breakfast. However, as a Hilton Honors Gold member, you were eligible for a daily food and beverage credit for you and one guest. The menu selections and dining experiences may vary across our resort locations. 
  Thank you for your loyalty to Hilton and we look forward to welcoming you back and ensuring that your future stays with us are nothing short of exceptional. 

• Review fromJ. M.

  Date: 07/09/2025

  1 star

  J. M.

  Date: 07/09/2025

  I would not recommend parking your vehicle at this location or even staying in this area. I went on a vacation and paid to park my truck there only to come back and find my catalytic converter stolen. I filed a police report only to then learn that this happens every week at this one location. There have been over 60 incidents in the last year and management is not doing anything about it. When I contacted them, they did not want to help and said they are not negligent; however, this seems like an inside job, and this continues to occur weekly. Do not support this business and definitely do not pay to leave your car there.

  Hilton Worldwide

  Date: 07/13/2025

  Hello Jasmine,  
  Given your mention of legal representation, we want to ensure that this matter is handled appropriately. Since you have retained legal counsel, we regret that we cannot actively participate in ongoing legal proceedings. In such cases, we kindly request that your legal representative directly contact either the individually owned and operated hotel or Hilton corporate offices through the appropriate legal channels. 
  Thank you for your loyalty to Hilton and we look forward to welcoming you back and ensuring that your future stays with us are nothing short of exceptional. 
  Best Regards, 

  J. M.

  Date: 07/15/2025

  That is incorrect. The letter says that we are willing to hire an attorney if you all don't want to help solve this amicably. Please give us a call back and we would like to work with you all to resolve this issue prior to hiring legal counsel.

• Review fromCrystal H

  Date: 07/06/2025

  1 star

  Crystal H

  Date: 07/06/2025

  They are fraudulent. ******. We never stayed with them and they charged us for the stay. We had **** reverse it. They had the audacity to charge us again even tho we closed the card and had them issue a new one! **************** is non existent. They hang up on you and insist there is no manager to speak with! Stay away from this division of Hilton. Specifically the location in ************, **. Hilton should be ashamed of themselves for putting their name on this location and associating with them altogether. Here my husband goesOn the phone with AMEX disputing another fraudulent charge! Again, we never stayed there!!!! BEWARE OF THIS HOTEL CHAIN!!!! Will cause nothing but a headache!

  Hilton Worldwide

  Date: 07/08/2025

  
  Hello Crystal, 
  We hope this email finds you well. This is ***** with the ***************** I am responding to your Better Business Bureau review about charges from a Hotel in ************. I am sorry I was not able to speak to you due to no phone number attached to your complaint.  
  Upon reviewing your concerns with the Hotel, we were unable to locate any charges to you. If you would kindly provide a screenshot of the charges, the name of the person charged, and the dates, we may be able to assist you further.  
  Thank you for your continued loyalty to Hilton. We look forward to welcoming you back and ensuring that your future stays with us are nothing short of exceptional. 

  Hilton Worldwide

  Date: 07/09/2025

  Hello *******, 
  Thank you for providing more information.  
  The reservations booked for June 20, 2025, were booked through a third-party; Webbeds, not through the Hilton Official website. You will need to contact your third-party booking agent for these charges to be reversed.  
  Thank you for your loyalty to Hilton and we look forward to welcoming you back and ensuring that your future stays with us are nothing short of exceptional. 
  
  

• Review fromJustin R

  Date: 07/03/2025

  1 star
  I am filing this complaint against Hilton Worldwide after being unfairly terminated from the Hilton Honors program immediately following a terrible stay at the Embassy Suites *****************. I was moved between 3 rooms with my children due to multiple safety and cleanliness issues: exposed insulation, a broken safe, no hot water, backed-up sink, and a disturbing white stain on a chair. One of the rooms even had workers inside when we walked in. This entire stay was booked using ****** points issued by Hilton Guest Assistance as a goodwill gesture following previous poor stays at Hilton properties in ****** and McAllen.After all this, I was promised by a Dallas manager (****) that things would be made right if I sent photos, which I didbut I never heard from him again. Just two hours after I checked out, Hilton terminated my Honors account, claiming I had received more compensation than I spent. Not only was the termination abrupt and retaliatory, but it was also based on Hiltons own failures and their voluntary goodwill efforts to make up for poor service. I spoke with Executive Ambassador *** ******, who initially said she would review my casebut shortly after, I received an email saying the decision was final.Hiltons own service failures are the reason for any compensation I received, and punishing a loyal guest for speaking up is unacceptable. I am seeking full reinstatement of my Hilton Honors account, return of all forfeited points, and compensation for the emotional toll and disruption caused to my family during our travels. Hiltons actions feel retaliatory, unethical, and need to be exposed.I have taken pictures to document every side from emails to room conditions to help the documentation.

• Review fromRobert B

  Date: 07/01/2025

  1 star
  Very difficult dealing with Hilton. I called 4 times - very bureaucratic. I tried their website - it did not work. I used the website chat - quoted me a higher price than their website. Basically - nothing worked. Been a card member for 20 years, and I regret it.

• Review fromCheryl P

  Date: 07/01/2025

  1 star
  ******** reservation # 6-24 - 6-30, Homewood Suites by Hilton Lubbock. I'm upset that we were accused of smoking in the room and their only so called evidence was a a ****, some papers and a wrapper thrown in the trash can. Upon departure while go back and forth to load bags i smoked outside in between doing so. This lead the cleaning manager and **** to accuse us of smoking in the room claiming it hit her in the face when she opened the ?? ??. I wasn't giving them free money for something i DIDN'T do. Both of them were rude, argumentative and a disgrace to deal with. Guest services was no help. I was suppose to be transferred to a higher up but it was **** pretending to be that higher up agent. My room was only cleaned 1 time despite me not having the do not disturb sign on the handle. The water near the bathroom was cold the whole time and my room wasn't ready until close 7 pm. They switched the rm from the 3rd to the 2nd floor. I clearly left notations that i wanted it spotless and after all of that there was still hair left, dirty linens and floors with the tissue container empty. **** and the housekeeping manager argued with us full blown after making bogus charges on my cc. There was also a separate purchase for ***** that **** claimed didn't come from the hotel although my cc transaction gives me the name of the merchant. One of them used my card for their personal pleasure. I called and **** pretended to be so nice over the phone. The ** didn't want to speak to me but instead game a refund which is odd. They got busted lying and also accused me of leaving a fake $1 bill as a tip which clearly discloses that it's fake. I guess the opened chips, cookies and soda was a tip also. I never leave hotel staff tips let alone $1. It was a reach and a digusting one at that. Smoking isn't discreet the smell would've leaked into the hallway, on the curtains and furnishings especially for 2 smokers. Hilton cs has went down the drain. No more family reunion stays from us.

• Review fromHerbert B

  Date: 06/29/2025

  1 star
  I was smoking a black and mild in authorize smoking when approached by General Manger He said I can't smoke back there I said why not He then said because you are smoking Marijuana I showed Him the black He slammed door walking away not apologizing

• Review fromLisa J

  Date: 06/21/2025

  1 star

  Lisa J

  Date: 06/21/2025

  ****CAUTION ALWAYS READ THE REVIEWS FIRST***** i should have read the reviews before coming here. And I will update this if the situation is fixed. As far as I have reviewed, this Doubletree has had issues with the air conditioning system for over a month and this is just reading the reviews But in the Room I stayed in number 154 the ** didnt work shower doors would not stay closed and kept sliding Open. The drawers by the refrigerator handles are broken off. The microwave is broken, The plate doesnt spin and the food doesnt get heated up . We could not leave the screen door open because the screen door was broken off and on the ground and we tried to put it back up. I was told that someone would come up and try to work on it, but apparently you guys knew that these things could not be fixed. I was not offered a fan until I went downstairs after 12 AM and complained. 3 out of 4 of us has asthma in our room was over 80 . The many hotels I stayed at and for the amount that I paid this was not worth it. Any MOTEL wouldve been better. I will attempt to speak with the manager, but I am hoping that she is not as unprofessional as Im reading about here in the reviews. I have also heard about breakfast not being included like it says it is so I will go check that out now and Ill be back to update this review. To many issues Ill be contacting corporate and the BBB.

  Hilton Worldwide

  Date: 06/22/2025

  Hello ****,   
  I hope this email finds you well. This is ***** from the ***************** I am reaching out to you today regarding your Better Business Bureau review. I will be happy to review your concerns but will need more information so that we may assist you thoroughly. I am sorry that I could not speak to you today as no phone information is included in your review.  
  Kindly provide the following: 
  Name on the reservation- 
  Hotel Name-  
  Date of Reservation-  
  Hilton Confirmation Number- 
  Thank you for your loyalty to Hilton and we look forward to welcoming you back and ensuring that your future stays with us are nothing short of exceptional.  
  Best regards,   

  Hilton Worldwide

  Date: 06/24/2025

  Hello ****,  
  I hope this message finds you well. Thank you for taking the time to share your feedback with **** truly appreciate the opportunity to address your concerns. 
  We sincerely apologize for the inconveniences you experienced during your stay, including the **** issues, the shower door sliding shut, and the condition of the in-room refrigerator, microwave, and screen door. Providing our guests with a comfortable, seamless experience is our top priority, and we regret that your visit fell short of the high standards we strive to uphold. 
  We understand the hotel has recently undergone full renovation, and we genuinely wish your concerns had been brought to our attention during your stay so we can address them promptly and ensure a better experience. 
  As a token of our appreciation for your loyalty and in recognition of the inconveniences you endured, weve added redacted Hilton Honors Points to your account. These points are available for immediate use and may be redeemed at your convenience. 
  Thank you for your loyalty to Hilton and we look forward to welcoming you back and ensuring that your future stays with us are nothing short of exceptional.