Hotels
Hilton WorldwideThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Hotels.
Reviews
This profile includes reviews for Hilton Worldwide's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 573 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromGregg N
Date: 12/16/2024
1 starGregg N
Date: 12/16/2024
Receive a tremendously rude and disrespectful call from the Hilton Greanstay sales office. I am a Diamond HH member. I've never felt my loyalty to a brand so badly disrespected. It has been impossible to get to a manger and review the recording of this call. Completely rethinking my future with Hilton.Hilton Worldwide
Date: 12/17/2024
Hello *****,
Thank you so much for reaching out to us. We truly appreciate your feedback and value our relationship with you as a Hilton guest.
Your concerns have been forwarded to our dedicated HGV Escalations team for resolution. A representative from *** will personally reach out to you within the next 48 hours to discuss your concerns in detail. Your feedback is incredibly valuable to us, and we will use it to enhance our guests experience.
If you have any further questions or need assistance, please dont hesitate to reach out. Were here to assist you.
Thank you for choosing Hilton, and we look forward to continuing to serve you in the future.
Best Regards,Review fromNate J
Date: 12/12/2024
1 starNate J
Date: 12/12/2024
My family visited the Doubletree Suites by Hilton Hotel on October 12th, 2024. My wife booked the room through Expedia as we pulled into the parking lot. My wife went in to check in and I stayed outside with my kids and vehicle. I noticed that the valet smelled very strongly of alcohol and was driving customers vehicles recklessly. I went in immediately and notified the front desk and told them that the valet could not drive my vehicle in that condition, but I would be happy to park it myself. My wife had just checked in but we had not received room keys or went to any room. The girl at the front desk stated that I could not park my own car but that she could cancel our reservation. We thanked her and said that would be great and asked her for a receipt.She stated that she could not provide a receipt saying that the room was canceled since it was booked through Expedia but if we called Expedia right then and told them that they canceled the room then Expedia would contact them and verify that the room was canceled and then our refund would be processed.We contacted Expedia immediately and they said all they had to do was call Doubletree & verify that they canceled our room, and they would refund us. We waited on hold while they contacted Doubletree and then they came back on the line & stated that they could not refund us bc Doubletree was saying that we were at the property & checked in and the room wasn't canceled.Shame on Doubletree for not canceling the room as they offered and lying to us by saying that they did. The front desk worker intentionally lied to us & when contacted by ******* she intentionally lied to them just to give us customers a hard ******* hindsight I should have called the police to the hotel and reported the DRUNK VALET and had him ARRESTED FOR DUI. Instead Doubletree punished us for complaining on him by telling us that they canceled our room and that they would refund us then lied to Expedia. WE DESERVE OUR REFUND AS PROMISED!Hilton Worldwide
Date: 12/22/2024
Sent: Sunday, December 22, 2024 12:50 PM
Subject: Re: A message from your BBB
Hello ******,
On December *******, we tried to contact you requesting the following information we need to find their reservation and address the concerns they raised in their complaint. I followed with an emails December 14, December 15. And December 17, 2024, which repeated the request for as much of the following information as possible:
The Hilton reservation number
The name on the reservation
The name and location of the hotel
The check-in and checkout dates
The number of any Hilton Honors account on the reservation.
I do not appear to have received a reply. Accordingly, we have had to close our files on this matter. If the guest still wishes for us to resolve their complaint, please ask them to reply to either of the emails I sent or to contact ****************************************************************************************** with their complaint and as much of the information I requested as they can provide.
Best Regards,Review fromRyan H
Date: 12/07/2024
1 starRyan H
Date: 12/07/2024
Embassy Suites ******************************. They have an illegal copy of a Police Made version of their harassment system. I found the developer and a purchaser. The police department even remote logs in and sets up you Telegram rooms on how to hack Stare, Local, Federal and Individual countries phone, frequency, credit card swipe reversal hold.This location does large holds and charges so then they reverse them getting double back. One to you one hidden illegally on the banks back roll stealing and defrauding the USA Banking system of millions. They used frequency harassment to steal your information and then break into your rooms while gone.They are ghetto prison trash with a internationally illegal system. They run in the basement and have set up while rooms of ghetto underage human *** slaves that traffic them from *******. These rooms have stole millions from their customers and are in all rooms ending in ,***************** these are your non police harassment crews and projectionists showing them and adults. The moms have a *** menh and a how many chagrbacks do you want. Many guests with random charges to other places are from here!?Hilton Worldwide
Date: 12/10/2024
I hope this email finds you well.
Upon reviewing your concerns, we were unable to find your claims valid. We have learned that the hotel has placed you on a do not rent list due to the removal of the smoke detectors in the rooms you occupied. This is considered a safety risk for all our guests.
Thank you for your understanding, and we hope to serve you better in the future. We value your feedback and are committed to ensuring your satisfaction.
Yours in hospitality,Review fromChris B
Date: 12/05/2024
1 starChris B
Date: 12/05/2024
Reserved a room 2 weeks prior. Couldnt make the trip. Cancelled 96 hours before check in. They charged me almost as much as the room in cancellation fees because their policy is you cant cancel within 30 days prior to check in.?!?!? And they hate veterans of our armed forces.Hilton Worldwide
Date: 12/06/2024
Hello ***********,
I hope this email finds you well. I'm sorry I did not reach you when I called and was unable to leave a voicemail.
Our **************** has forwarded your Better Business Bureau Review (ID #******* regarding your late cancelation at the Hampton Inn *****************. We're sorry for any disappointment regarding the 30 day cancelation policy for your reservation. Each room used ******* Hilton Honors points which were returned to your account when canceled, per the Hilton Honors terms and conditions, and a monetary penalty was processed.
As a goodwill gesture, I will process a refund of the penalty for one of the rooms. Please note that we do not have access to any hotels billing system or the ability to credit the card charged. Refunds are processed as a physical check and mailed to the address on your account. Please advise at your earliest convenience if this address needs to be updated, and allow up to 30 days for receipt of the check.
We appreciate your bringing this matter to our attention, as we value your feedback in conjunction with our efforts to maintain the integrity of our hotel's cancellation policies. Again, we are very sorry for the situation and hope this does not deter you from future stays as a valued Hilton Honors Diamond member.Best Regards,
**** *.
Review fromLaura H
Date: 12/05/2024
1 starLaura H
Date: 12/05/2024
I would give 0 stars if I could. Room 1021 at this hotel has bed bugs and the management did nothing but lie to me regarding this issue. My daughter and I stayed at this hotel and spent $435 for one night to only come home with bed bug bites. I contacted the director of housekeeping, Layla Bean, and informed her of this and she indicated that she would be completely transparent after she had the room checked by an exterminator. Two days later she informed me that the room was deemed clear of any pests. My daughters abdomen showed something completely different. I asked for the report from the pest company and she forwarded an email from Steve at Cooks Pest Control. The email was poorly written and when I looked up "Steve" from Cooks Pest Control, he actually is a sales consultant and the phone number provided on his email goes to a foreign persons phone number. I asked for the general managers name and contact information and Layla cc'd them on the email and I never heard back from any of them. I asked for a return of my $435 cost. Besides for the bed bug incident, the room was filthy, the bathroom mostly. Caked on dust in the corners of the bathroom, the shower was gross, with what looked like years of "yuck" that never was properly cleaned. I will never stay at this hotel again, and I will inform anyone and everyone that is going to Knoxville of my experience. DISGUSTING and UNPROFESSIONAL!Hilton Worldwide
Date: 12/11/2024
Hello *****,
Thank you for providing your feedback about your stay at Hilton *********. We are sorry to learn of your disappointment with your overall experience.
Please know that we take reports of bed bugs very seriously. Following your feedback, the hotels pest control company, Cooks, conducted a thorough inspection of your guest room. I want to assure you that no evidence of bed bugs was found during this inspection. The inspections are completed by thoroughly trained and certified individuals, and the contact information provided in the email you received is valid.
Again, we are very sorry for your experience and hope this does not deter you from future stays within the Hilton portfolio of brands.
Best Regards,
**** *.
Review fromChristina K
Date: 12/03/2024
1 starChristina K
Date: 12/03/2024
Disappointing Stay Due to Persistent Hot Water Issues I've been staying at the Home2Suites on ******* for the past 8 days, and unfortunately, the experience has been marred by a persistent hot water issue. Morning showers have been consistently cold, making for an unpleasant start to each day. Despite repeated inquiries, there seems to be no clear resolution or timeline for fixing the **********'s truly disheartening to see the hotel continue to sell rooms at a premium rate of $150 per night, knowing full well that guests are likely to face this inconvenience. This lack of transparency and customer care is deeply disappointing.After complaining for several days, I was asked to relocate.I would strongly advise potential guests to consider alternative accommodations.Hilton Worldwide
Date: 12/04/2024
Sent: Wednesday, December 4, 2024 1:52 PM
Hello *********,
Thank you for your kindness during our call today.
Thank you for your kindness during our call today.
We have spoken with the hotel and understand that the move was directed by your insurance company, *********, and not at the behest of the hotel. I am pleased to inform you that your concerns about the lack of hot water have been resolved.
Thank you for being a loyal Hilton Honors Diamond member and giving us the opportunity to address your concerns directly. We value your feedback and are committed to ensuring your satisfaction.
Yours in hospitality,Review fromV Sarah I
Date: 12/02/2024
1 starV Sarah I
Date: 12/02/2024
I hope this will let me give a 0 rating because 1 star is being nice. For Doubletree by Hilton in ********, SC First, I wasn't a fan of the hotel overall - the carpets feel dirty and the bathrooms are old and ******. I left a day early. The restaurant is GREAT, I do want to put that out there! Drive there for dinner, it's worth it. Be prepared, there is ONE incredible waiter. The rest don't pay attention to the customers or orders.If they lose that one employee, it won't be worth visiting.The reason for this report:As I checked out on the 7th, they made an error saying I stayed the nights of 6 and 7. Leaving out the 5th when I checked in and I didn't stay the 7th. Okay, mistakes happen BUT where this takes a turn is trying to contact them. As I write this I'm still on hold by someone who I was transferred to, explained everything, and was told she'll be right back, it's been 55 minutes. I've called and got the call center for reservations, they've transferred me to the property 3 times. A female answered (sounded just like the one who the front desk transferred me to) and I said hi and she hung up.I've called the 803 line again and got reservations again. My 4th time around verifying who I am and what is wrong. They called the hotel and said that the manager has left for the day. I said that's funny because I'm still on hold because she said she would be right back. I asked for the General Mgrs name and phone number - she said that she doesn't have that info. They transferred me to Customer Relations supervisor - had to verify everything again (5th time if you've lost count) he acted like he could help and then said it has to go to them so he's sending an email with a case Number. I advised the reference number is useless if no one is following through on it and asked for number. I'm at 1 hour and 15 minutes and still waiting for the case number # . End = no resolution, have a case. 1 hour and 25 minutes.Hilton Worldwide
Date: 12/09/2024
Hello Vondila,
Thank you for submitting your review regarding your stay at the DoubleTree ********. We are sorry to learn of your disappointment with your stay and the error with your folio.
The hotel leadership communicated they have worked with you to provide an amended folio and remain available for any additional assistance needed.
Again, we apologize for the inconvenience and hope to welcome you back to the Hilton portfolio soon.
Best Regards,
**** *.
Review fromCasey S
Date: 11/29/2024
1 starCasey S
Date: 11/29/2024
Found body hair on the shower floor. Called the front desk and the on duty manager saw the body hair and wanted to move to another room. I advised that I didnt want to and wanted to clean the room myself. I turned down housekeeping. Spoke with management the next day and all the ** wanted to compensate me with ***** Hilton Points but its whatever. Had a similar experience at the property in ********** and the ** compensated me handsomely and didnt even bat an eye. Me asking for a substantial amount of points was like pulling teeth with the ** at the propert in ********. Dirty bathrooms are unacceptable and housekeeping needs to be held to a higher standard. Nothing like finding pubic hair in the shower gross!!!!Hilton Worldwide
Date: 12/05/2024
Good afternoon,
On December *******, we attempted to contact the guest requesting the following information which we require in order to find the guests reservation and address the concerns they raised in their complaint. I followed with an emails December ******* and December *******, which repeated the request for as much of the following information as possible:
The Hilton reservation number
The name on the reservation
The name and location of the hotel
The check-in and checkout dates
The number of any Hilton Honors account on the reservation.
I do not appear to have received a reply. Accordingly, we have had to close our files on this matter. If the guest still wishes for us to resolve their complaint, please ask them to reply to either of the emails I sent or to contact **************************************************************** with their complaint and as much of the information I requested as they can provide.Review fromCraig E
Date: 11/29/2024
1 starCraig E
Date: 11/29/2024
Hotel website and my booking states free parking is an included amenity but we arrived to find $12 / day parking charge. I took photos of the website and the charge posted at the front desk. Now I read dozens of bad reviews about the same problem over the last several months. Definitely false advertizing.Hilton Worldwide
Date: 12/03/2024
Hello *****,
I hope this email finds you well.
Thank you for bringing this to our attention, this is being resolved at time. For security purposes I do have to contact the actual guest on the reservation and will be contacting her at once with a resolution.
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,Review fromLISA K
Date: 11/27/2024
1 starLISA K
Date: 11/27/2024
The absolute worst reservation experience I've ever had. They are disorganized, rude, uncooperative, and unresponsive. It's like they've never made a reservation before. They don't answer the phone, refuse to put on a manager, don't respond to chat. Terrible. Avoid this hotel at all costs.Hilton Worldwide
Date: 12/03/2024
Hello *******,
On November 29, 2024, I sent an email requesting the following information which we require to find the guests reservation and address the concerns they raised in their complaint. I followed up with emails, ***** and final 12.02.2024 which repeated the request for as much of the following information as possible:
The Hilton reservation number
The name on the reservation
The name and location of the hotel
The check-in and checkout dates
Hilton Honors number
I do not appear to have received a reply to the emails with the requested information. Accordingly, we have had to close our files on this matter. If the guest still wishes for us to resolve their complaint, please ask them to reply to either of the emails I sent or to contact ****************************************************************************************** with their complaint and as much of the information I requested as they can provide.
Hilton Worldwide is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.