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 fromElla G

  Date: 10/30/2024

  5 stars

  Ella G

  Date: 10/30/2024

  Our stay at Hilton Hotels was nothing short of exceptional. We were greeted with warmth and professionalism from the moment we arrived, which set the tone for our entire stay.They ensured that our room was always in pristine condition.What truly stood out was the exemplary service provided by the Hilton team. Every staff member we encountered was friendly, helpful, and went above and beyond to make our stay enjoyable. The concierge was particularly helpful in providing recommendations for local attractions and dining options, which greatly enhanced our experience.The hotel's amenities were top-notch. We particularly enjoyed the fitness center, which was well-equipped with modern machines and ************. The pool area was a perfect place to relax, with plenty of lounge chairs and attentive service.Dining at the hotel was also a highlight. The restaurant offered a diverse menu with delicious options for breakfast, lunch, and dinner. The quality of the food and the attentiveness of the staff made each meal an enjoyable experience.Overall, Hilton Hotels provided us with an unforgettable stay. The combination of comfortable accommodations, excellent amenities, and outstanding service made our trip truly memorable. We can't wait to return and experience the hospitality of Hilton Hotels again.Thank you, Hilton, for making our stay so special!

  Hilton Worldwide

  Date: 10/31/2024

  Hello ****,

  Thank you so much for your kind words and for taking the time to share your positive experience with us. We are thrilled to hear that you enjoyed your stay and that our team was able to make your visit memorable.

  Your feedback is incredibly valuable to us, and it is always rewarding to know when we have succeeded in providing excellent service. We will be sure to share your compliments with our staff, as it will surely inspire them to continue delivering outstanding hospitality.
  
  We look forward to welcoming you back in the future and ensuring that your next stay is just as enjoyable.

   

   

  Warm Regards,

  **** *.

  Executive Customer Relations

• Review fromErica M

  Date: 10/28/2024

  1 star

  Erica M

  Date: 10/28/2024

  **BE CAREFUL**
  
  Do not accidentally book the non refundable rate. There is absolutely no flexibility, not even for medical emergencies. How is denying a refund or even a credit under these circumstances reflective of the hospitality Hilton promises? We have called about 5 times so far to explain our situation and we were told that they were just following the rules. There are always exceptions to the rule and I would think this would be one, but no.

  Hilton Worldwide

  Date: 12/03/2024

  Dear *****,

  
  Thank you for confirming this issue has been resolved.  .

  We appreciate your patience and understanding that bookings with a nonrefundable rate plan cannot be modified or refunded.

   

  Best Regards,

  **** *.

• Review fromBen T

  Date: 10/24/2024

  1 star

  Ben T

  Date: 10/24/2024

  I recently stayed at the Hilton ****************, and my entire experience was extremely unpleasant. What made it worse is that I was not notified about the ongoing workers' strike before I arrived. If I had known, I would have reconsidered my stay. During my time there, workers were yelling and banging drums until 10 PM every night. The noise was unbearable, and there was no housekeeping service available. Trash and dirty towels were left in the hallways for days, creating an unsanitary environment. Additionally, the line to speak to anyone at the front desk was consistently an hour ******* make matters worse, I was overcharged by nearly $1,000 upon checkout. I was incorrectly billed for parking, and my daily meal credits were not applied. I spoke to the front desk, who assured me the issue would be resolved and that I would be refunded. However, I only received a partial refund. I tried to contact the hotel multiple times, but my calls always went to voicemail, and I never received a call or email back.I escalated the issue to Hilton Honors customer service and opened several tickets, but it took three weeks of back-and-forth with Hilton to finally get a response. Corporate eventually informed me that they would be sending a check for the refund, but it will take 30 days to receive it. They also mentioned that the actual hotel refused to issue the refund, and corporate had to step in to handle ***** someone who stays at Hilton properties for 5-6 months out of the year, this experience was incredibly disappointing. I expect a much higher level of service from Hilton, especially considering my loyalty to the brand. I would not recommend staying at the Hilton **************** unless these issues are addressed.

  Hilton Worldwide

  Date: 11/21/2024

  
  We sincerely apologize if our email notification was overlooked of the atmosphere currently, as we have been proactively advising all guests to the state of ****** on the current events. We truly are sorry this was your experience.  
  While reviewing your concerns we have learned that four cases were submitted on your behalf regarding your stay. We have also learned that several service recoveries have also been completed on your behalf.  
  Upon your check out on October 7th, the hotel corrected your parking concerns and service issues and deducted $ 0 from your receipt.  
  
  On October 10th, the hotel also awarded 0 Hilton Honors points to your account for the services. 
  
   On October 17th, another refund is being processed for $0, this will be mailed to your address; 
  
  Please allow 30 days for processing and delivery of your final refund.  
   Thank you for being a Hilton Honors Diamond member. We appreciate your feedback and welcome you back for a future stay.   
  
  
  Best regards,   

• Review fromHenna M

  Date: 10/22/2024

  1 star

  Henna M

  Date: 10/22/2024

  WORST EXPERIENCE EVER! If I could give 0 stars I would. I recently stayed at the Hilton at Resorts World Bimini from October 13 to October 16, and I feel it's important to share my experience as a warning to future guests.Upon arrival, I learned about an unexpected internet outage due to storm damage, which wasnt communicated to me beforehand. The hotel had administrative internet access and could have easily informed guests in advance, which would have made a huge difference.Throughout my stay, I was moved between six different rooms due to broken air conditioning and mold odors. Frustratingly, no one had working room keys, so everyone had to rely on security to open our doors each time.Things took a turn on my birthday when I was locked out of my room due to a credit card dispute. I had already spoken to someone at the front desk who assured me I could pay at checkout, but the new agent denied that and insisted on immediate payment. I was hassled and kicked out of my room, despite the hotel already having my credit card information and charging me anyway. When I asked for my passport to resolve the situation, I was denied access to it. Being locked out and unable to retrieve my belongings was incredibly distressing.Additionally, the hotel experienced power outages that left the elevators nonfunctional, forcing me to navigate dark stairwells, which felt unsafe. Promised amenities, like the casino, were unavailable, and the lack of WiFi and functional air conditioning made for an uncomfortable ******* the end, I had to sleep somewhere else, all over a resort fee. I cannot recommend this hotel based on my experience. If youre considering a stay, be aware of these significant issues.

  Hilton Worldwide

  Date: 10/31/2024

   
  
  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 10.23.2024 and 10.27.2024 and 10.29.2024, 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.  
  
  

  Hilton Worldwide

  Date: 11/06/2024

  I hope this email finds you well. 
  
  I have spoken to the hotel management regarding your concerns. They sincerely apologize for the issues with the power and internet caused by the recent major storms that affected the entire island. As a gesture of goodwill, they reduced your resort fees and provided compensation for the room with HVAC issues before your departure. 
  
  Thank you for bringing this to our attention. We appreciate you choosing Hilton as your travel partner. 
  

• Review fromDanny S

  Date: 10/22/2024

  1 star

  Danny S

  Date: 10/22/2024

  I recently stayed at Spark by Hilton, and unfortunately, it did not meet my expectations. First, they failed to honor their price match guarantee, which resulted in me paying significantly more by booking directly through their website. I was hoping for a smooth experience, but it felt like a bait-and-switch tactic.
  
  To make matters worse, the room I was assigned was dirty upon arrival. After traveling, the last thing anyone wants is to deal with cleanliness issues. This was far from the standard I expect from a Hilton property.
  
  Overall, I’m very disappointed and would hesitate to stay here again.

  Hilton Worldwide

  Date: 10/29/2024

  Sent: Tuesday, October 29, 2024 1:31 PM
  
  Hello and thank you for your kindness during our call. This is ***** with the **************** responding to your BBB review ****** about your stay at the Spark by Hilton Greensboro.  
  
  We sincerely apologize for the cleanliness issues you encountered. The hotel shared that if they had been aware, a room would have been made available to you. As a gesture of goodwill, a partial refund has been provided. 
  
  Please note that Price Matching needs to be completed before your check-in. You can learn more about our Hilton Price Match at ******************************************************************************;
  
  Thank you for being a loyal Hilton Honors Silver member, we look forward to welcoming you back on a future stay.  
  
  
  

• Review fromAngelica S

  Date: 10/21/2024

  1 star

  Angelica S

  Date: 10/21/2024

  Home2 Suites by Hilton, Columbus, On 9/18 I encountered several issues, including a dirty shower with pubic hair and black mold, and hairs on the bed, requiring fresh linens. Despite requesting cleaning while I was out taking my state boards, the shower remained dirty upon my return. The room wasn't ready at check-in, and the air conditioning unit needed maintenance, which the staff was discussing: "That part just needs to be popped in." Maybe it shouldve been cleaned as well!After leaving on 9/19 at 7 a.m. and returning at 11:40 a.m., the shower was still dirty, forcing me to take a sink bath. When I told the manager on duty that I took a sink bath, he made a derogatory comment, saying, "We call that a hoe bath," and He then instantly responded , saying he had already refunded the amount back to the virtual card and it would take 3-7 days. refund.However, I haven't received it after a week, which prompted my review. He then instantly responded to my email, and became even more unprofessional Ive attached email and pictures of the room after I returned and found it to still not be clean. I contacted *********** to check if anything had been returned, and they said they would reach out to the hotel. Ironically, the manager on duty had not returned their calls, but within minutes of my review, he quickly responded. *********** has also made notes of the time frame as well!

  Hilton Worldwide

  Date: 10/22/2024

  Hello ********,
  
  I hope this email finds you well.
  
  Our **************** has forwarded your Better Business Bureau Review (ID #******* regarding your stay at the Home2 Suites by Hilton *******************. Allow me to reiterate our unreserved apologies for the disappointment with your guestroom cleanliness. We deeply regret falling short of your expectations and our high standards. 
  
  Your feedback was shared with the hotel leadership via Guest Assistance case #********* for their internal review. Please rest assured that immediate action will be taken to address and rectify the housekeeping and maintenance issues you highlighted. The hotel team has initiated additional training for their staff to ensure such oversights do not reoccur in the future.
  
  I am pleased to confirm the hotel refunded your stay using the virtual credit card provided by the third-party booking agency. The third-party booking agency will then credit your credit card on file. Although this will not change your experience, please be assured that we will continue to work with this hotels ownership and management to reinforce Hiltons commitment to excellence for our guests and their families.
  
  Thank you for taking the time to share your feedback with us through the BBB. We are committed to continuously improving our services and facilities, and your insights are invaluable in that process.
  
  
  
  
  Best regards,
  
  **** *.
  Executive Customer Relations
  ********************** Reservations & Customer Care
  M-F ********** CST
  GA*********/BBB465064
  

• Review fromBrenda H

  Date: 10/21/2024

  1 star

  Brenda H

  Date: 10/21/2024

  I got bed bugs on my stay at ******************** and took pictures of the bugs along with the dead bugs and blood on the sheets. The hotel manager was not there when we checked out and I was told that the manager would call me back that day. I have never received a call from the manager. I contacted the corporate headquarters and was told that I would receive a refund for my stay and that someone would contact me and neither have happened. I now have received an email from the hotel manager who states that they checked the room and there were no signs of bedbugs. He also said that he had tried to call me but I had no missed call from the manager. took multiple pictures with dates of my stay showing the bed bugs and blood on the sheets. The manager has now misrepresented the truth about the phone call and the presence of bed bugs. Do not stay at these hotels! Dishonest company!bedbugs. They offered $100 toward a future stay.

  Hilton Worldwide

  Date: 10/25/2024

  Dear ******,
  
  Thank you for speaking with me today about your experience.
  
  Our **************** has forwarded your Better Business Bureau Review (ID #******* regarding your stay at the independently owned and operated Hampton Inn **********-North. Allow me to reiterate our unreserved apologies for the disappointment with your overall experience. We deeply regret falling short of your expectations and our high standards. 
  
  Your feedback was shared with the hotel leadership via Guest Assistance case #********* for their internal review. Please know that we take reports of bed bugs very seriously. Following your feedback, the hotel leadership conducted a thorough inspection of your guestroom. The hotel reported that no evidence of bed bugs was found during this inspection. However, I understand this does not diminish the discomfort and inconvenience you experienced.
  
  Although the hotel did not find evidence of bugs in your room, we understand you remain dissatisfied due to a lack of communication from the hotel leadership. As a goodwill gesture for the service failure, your stay has been refunded in full.
  
  Once again, I apologize for your overall experience. Thank you for bringing this matter to our attention, and we hope to have the opportunity to welcome you back soon.
  
  
  
  
  Best regards,
  
  **** *.
  Executive Customer Relations
  
  

• Review fromLori L

  Date: 10/21/2024

  2 stars

  Lori L

  Date: 10/21/2024

  I recently stayed at the Doubletree in *********** for 5 nights. 10/15-10/20 I had stayed at this hotel several times in the past and had no issues. This time the staff were extremely not friendly or helpful until the day I checked out. Also on the last night of my stay I came back to my room at 2:30am due to working an event and there where a million ants crawling on my wall. I called the front desk to let them know but it was so late I had a lot of luggage and I was physically unable to move to another room at that time and I was checking out that day, I couldnt move rooms. They didnt offer to send maintenance or offer spray or anything I killed them the best I could with hairspray so I could at least sleep but when I checked out in the morning, they didnt even offer to discount my room at all, not even a little bit for the trouble. My room was fine the whole week except for that last night. I have photos to prove this as well. There was a crack in the ceiling, and it was like the ants where coming from the crack by the window, I was not the only person in my group to have problems with ants this trip but Im very upset. They didnt at least try to take a little bit of money off for that night.

  Hilton Worldwide

  Date: 10/24/2024

  Hello ****,
  
  Thank you for your continued patience.
  
  I am pleased to confirm the hotel has apologized for your overall experience and posted Hilton Honors bonus points to your account. Although this will not change your experience, please be assured that we will continue to work with this hotels ownership and management to reinforce Hiltons commitment to excellence for our guests and their families.
  
  Thank you for bringing this matter to our attention. We appreciate your loyalty as a valued Hilton Honors member and look forward to your future stays within the Hilton portfolio of brands. 
  
  
  
  
  Best regards,
  
  
  **** *.
  Hilton Reservations & Customer Care
  M-F ********** CST
  ***********/**************************

• Review fromKathryn M

  Date: 10/18/2024

  1 star

  Kathryn M

  Date: 10/18/2024

  My Aunt stayed here on 9/27 for one night. We were assessed a smoking fee, when she didn’t smoke in the room, she always went outside to smoke. The refused to refund my $250. I want my money back.

  Hilton Worldwide

  Date: 10/21/2024

  Hello Kathryn,
  
  I hope this email finds you well. I'm sorry I did not reach you this afternoon when I called and left a voicemail.
  
  Our Executive Office has forwarded your Better Business Bureau Review (ID #464656) regarding your Aunt's stay at the Hilton Garden Inn Albuquerque-Airport. We apologize for the delayed response to your review and greatly appreciate your patience.
  
  The hotel leadership provided the email sent to you describing the condition of the room and the extent of the work needed to be put back into service. Regrettably, as this hotel is independently owned and operated and manages their policies regarding damages to the hotel property, we are unable to overturn their decision. 
  
  This experience is certainly not what we would have liked for you to have had. Your voice is critical to our success. We appreciate you bringing this matter to our attention, as we value your feedback in conjunction with our efforts to maintain the integrity of our hotel's policies.
  
  
  
  
  Best regards,
  
  Jody A.
  Executive Ambassador
  Executive Customer Relations
  Hilton Reservations & Customer Care
  M-F 1030-600pm CST
  GA221210550/BBB464656
  

• Review fromTerry B

  Date: 10/18/2024

  1 star

  Terry B

  Date: 10/18/2024

  ***** *.Double Tree Marble Tree (******) refused to refund a prepaid room to my active duty military son when the military changed his orders. The manager (*******) was rude and totally stubborn. Hilton corporate says they cannot do anything

  Hilton Worldwide

  Date: 10/20/2024

  Sent: Sunday, October 20, 2024 11:09 AM
   
  
  Hello and I hope this email finds you well. This is Donna with the Executive Office; I am responding to your BBB review 464642 regarding a stay at the DoubleTree Marble Tree London. I am sorry I was unable to speak to you directly as no phone number is available.  
  
  We sincerely apologize that your son’s reservation could not be cancelled. I will be happy to assist him but we will need him to contact us directly. For security purposes, we cannot discuss this directly with you. We understand this can be frustrating for you wanting to take care of this, but please provide him with my information listed below, and I will do my best to assist.  
  
   We appreciate you taking the time to share your experience with Hilton's Executive Team. We hope to have the opportunity to welcome you back to any of our 8,000 Hilton Branded hotels for a better experience.