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 fromKayla W

  Date: 10/02/2024

  1 star

  Kayla W

  Date: 10/02/2024

  We had 8 rooms booked through a wedding block, guests were supposed to receive a group rate. Some did, some did not. Sales *** said the front desk would be able to adjust it if they mentioned the wedding block, front desk had no idea what to do and said there was no wedding party that weekend. Only 1 of 8 parties received a wedding goodie bag when checking in, I the bride was given 2 water bottles. Everything was just so inconsistent. The coordinator **** disappeared half way through the process and the entire stay was a complete mess.The junior suite I booked smelled like mildew, the carpet by the window was SOAKING wet! Nothing was done about it, didnt even offer to switch rooms. Still not the worseMy truck was broken into to the morning of my wedding, they smashed my back window and threw my wedding stuff all over! no one from the hotel wanted to address it. The lady at the front desk seemed upset/aggravated when she was told what had happened. I had to BEG them for a broom and trash bag to clean up the glass in THEIR parking lot! No cameras and the police said the same thing happened a month prior and the hotel does nothing. Apparently because of the location its an easy target. Before leaving for my wedding the ** approached me asking for pictures, stated she was opening a case on her end and proceeded to ask for my room number so she could handle the situation.The following morning before checking out, i asked if she had left a note or anything.. nothingI asked to speak to her to see if anything would be taken care of or if there would be some sort of accommodation ..I was told I would get a call the day I checked out.. still nothing.The car break ins werent the last of our concerns several guests mentioned someone trying to enter their rooms in the middle of the night!! While speaking to the police regarding my car another guest approached and said SOMEONE ENTERED THEIR ROOM! Sounds like an inside job!!No response to calls or emails!!

  Hilton Worldwide

  Date: 10/17/2024

  Hello,
  
  We understand your disappointment with the hotel’s response and that it does not align with your experience. Our goal is always to provide exceptional service, and we are sorry to hear that we fell short during your stay. We acknowledge that your overall experience was far from ideal and understand your frustration.
  
  We take your concerns seriously and strive to ensure every guest enjoys a stress-free and comfortable stay. Your feedback highlights areas for improvement, and we are committed to addressing these issues promptly.
  
  As a gesture of hospitality for your overall experience, I would like to send you a Be My Guest certificate for one complimentary night at any Hilton Garden Inn location worldwide. The certificate is valid for a Standard Room booked through an official Hilton booking channel (third-party reservations are not accepted). The original certificate must be submitted to the hotel team at check-in. The only blackout date is December 31st. It will take approximately four (4) weeks to arrive by mail. Please provide the name and address for the certificate, which is not transferable.
  
  Although this will not change your experience, please be assured that we will continue to work with this hotel’s ownership and management to reinforce Hilton’s commitment to excellence for our guests and their families.
  
  Thank you for bringing this matter to our attention. We are committed to ensuring your next stay exceeds your expectations and provides the exceptional service you deserve.
  
  
  
  
   
  Best regards,
  
  Jody A.
  Executive Ambassador
  Executive Customer Relations
  Hilton Reservations & Customer Care
  M-F 1030-600pm CST
  GA219864226/BBB461342
  

• Review fromNonregal A

  Date: 09/30/2024

  1 star

  Nonregal A

  Date: 09/30/2024

  I had an awful experience at [Hotel Name]. The rooms were uncomfortably warm, and despite switching rooms, the same issue persisted. It wasnt until later that night I was informed that all the rooms are wired to limit the *** so guests cannot adjust the temperature to their liking. This was never communicated upfront, which made the entire stay unbearable.For a hotel to restrict AC settings without notifying guests is completely unacceptable. If you value comfort and the ability to control the room temperature, avoid this place at all costs. Worst hotel experience ever!

  Hilton Worldwide

  Date: 10/01/2024

  Hello and thank you for your kindness during our call today. This is ***** with the Executive Offices responding to your BBB review ****** about your stay at the Doubletree President ******* ******* Springfield.  
  
  We sincerely apologize for the inconvenience of having to change rooms three times due to the **** not blowing cold for you. We understand your frustrations and are truly sorry for your experience.  
  
   Ms., thank you for being a loyal Hilton Honors Silver member and as a gesture of good will, 000 Hilton Honors points have been awarded to your account ending in 000. These points are available for your immediate use.  
  
   Although this outcome may not change your experience, we hope it will underscore our commitment to your satisfaction. We hope you will afford us another opportunity to better serve you during your lodging experiences. Please be safe and well while traveling!   

• Review fromBrittani M

  Date: 09/27/2024

  1 star

  Brittani M

  Date: 09/27/2024

  If I could give no stars, I would. I have never been talked to so rudely by a manager, nor any business. He was not helpful at all, and didn't try to make anything right in the situation.The hotel we were to stay at had been struck by lightning before our arrival. We were never called to be made aware that there was no air, nor were the systems working. Travelling with an infant this obviously would have been nice to know before making the 4 hour drive. We never checked in, and we were told by the gentleman at the front desk that we would not be charged being we did not stay the night and had to find another hotel down the road.Joke was on us. We were charged, and the hotel has since refused to give a refund. I was trusting that we wouldn't be charged, so when I was looking at my husband's card statement imagine my surprise when I saw the charge. Not only did we not receive any help from the Galax, VA Hampton Inn, but we didn't receive any help from the Hilton ******************** desk either. No response in the ***** hours as they stated, and only responded with the "we can't help you".Oh, and to add. the lightning that struck the hotel has apparently still been impacting their location as the manager said "they're still working on things from that storm". I guess that's probably why they don't want to refund that money. Bad business all the way around, with no explanation, nor any resolution to the problem.

  Hilton Worldwide

  Date: 09/28/2024

  Sent: Saturday, September 28, 2024 2:12 PM
  To:
  
  
  
  Hello and I hope this email finds you well. This is ***** with the Executive Offices; I am responding to your BBB review ****** regarding your stay at the Hampton Inn Galax. I am sorry that I was unable to speak to you directly today, no phone number was attached to your reservation.  
  
  We sincerely apologize for the inconveniences with being charged on your reservation that you did not use due to the power outage. We understand your frustrations when speaking with management they declined to refund your stay, this is not the exceptional experience we want for any of our guests.  
  
  Upon reviewing case *********, we learned there was an incident at the hotel with being struck by lightning and the hotel unable to make changes to your reservation. As a gesture of goodwill, we will refund $ 000, this will be mailed to the address ******. Please allow 30 days for processing and delivery.  
  
  Thank you for bringing this important matter to our attention and allow us to assisting you today with the billing error.  
  
  

• Review fromForrest K

  Date: 09/27/2024

  1 star

  Forrest K

  Date: 09/27/2024

  I reserved 4 rooms on my card that were going to be paid for on 4 seperate cards. At check in, the receptionist made a mistake and charged all the rooms to my card. She called the manager to rectify the situation. The manager stated that she removed the charges from my card and split the rooms between the 4 guests. My receipt shows that this occurred. When I received my credit card statement it had 5 seperate room charges on the 23rd. The three other guests were also charged for their rooms starting on 7/23/24. It is very obvious that I was double charged for my room and charged for the three other guests rooms on 7/23/24. This needs to rectified by the hotel. But the Hilton staff is completely un willing to make this right. I have called and emailed the hotel asking for a new receipt with a breakdown of the charges. This still has not been provided. They made a mistake and tried to cover up the mistake by giving me an incorrect receipt with the hope that I would just pay the extra charges without looking at my card statement. This has left me stuck with a $478 charge for a work trip that I can't get reimbursed.

  Hilton Worldwide

  Date: 09/28/2024

  Sent: Saturday, September 28, 2024 1:38 PM
  To: 
  Dear ,   
  
  Hello and I hope this email finds you well. This is ***** with the Executive Offices; I am responding to your BBB review ****** regarding your stay at the Hampton Inn ********. I did attempt to contact you today at ****** but was unable to leave a voicemail.  
  
  We sincerely apologize for the billing dispute that has been unresolved since August 03, 2024, we understand your frustrations and the inconveniences this has caused. This is not the exceptional experience we want for any of our guests.  
  
  Upon reviewing case *********, we learned that the extra charges were for rooms considered no-show. If this information is incorrect, please tell us immediately with the name of the guest who should have been charged for the rooms.  

  
   thank you for bringing this important matter to our attention, we look forward to your direct response.  

  
  
   Best regards,  

• Review fromBeth B

  Date: 09/26/2024

  1 star

  Beth B

  Date: 09/26/2024

  Staff decided to protest for our last two days in ******* causing the resort to cancel the luau. Housekeeping did not attend to our room those last days either. Very disappointing! Wall paper was peeling from the walls. Very disappointing!

  Hilton Worldwide

  Date: 10/04/2024

  Thank you for your continued patience.
  
  I understand our Guest Assistance team offered two, one night certificates for a future visit, which you were disappointed with. As a full and final resolution to the issues expressed, in place of the certificates, I processed a 00 refund of your Tapa Pool Bar, parking, and resort charges for $00. The refund is a check mailed via **** and will take ***** days to arrive. May I ask you to please verify your mailing address below?
  
  
  
  While we recognize this does not change your experience, we hope the gesture underscores our commitment to your satisfaction. 
  
  Please know that delivering a memorable guest experience remains our primary goal and we appreciate your taking the time to share your feedback with the executive office via the Better Business Bureau.  

• Review fromMsry V

  Date: 09/24/2024

  1 star

  Msry V

  Date: 09/24/2024

  They do not deserve a 1 star, however it wouldnt accept my review without me choosing a star.Stayed at Hilton ************** in ******** Absolutely insane with people no valet no services overcharged for rooms then a stike occurs. No services, not an operating property, I was traveling with small children, not safe with raging picketers!! No one available to check us out, now they wont give us ********* not stay at Hilton properties and support this treatment of employees and guests.

  Hilton Worldwide

  Date: 09/25/2024

  Sent: Wednesday, September 25, 2024 4:43 PM
  
  
   
  
  Hello and I hope this email finds you well. This is ***** with the **************** of Hilton; I am following up on your BBB review ****** regarding your stay August 31-September 4, 2024, at the Hilton *************************************. I am sorry you missed my call today; I did leave a voicemail.  
  
  We apologize for the miscommunications as we can only locate one reservation under your name; this reservation was not checked in on August 31, 2024, and the coded as a late cancel this was before the strike beginning on September 01, 2024. 
  
  Upon reviewing your case we have learned this reservation has been booked through a third party, Expedia. Third-party vendors often set their own terms and conditions, and it is possible the hotel adhered to these terms. As we do not have access to these terms, any payment disputes must be resolved with the third-party vendor. Please contact them again to ensure they reach out to the hotels leadership. 
  
  In the future, if you do find a qualifying lower rate on a third-party site for Hilton properties, we do offer a Price Match Guarantee. This ensures that you are booking directly with us to get the best benefits offered. You can learn more about Price Match Guarantee at ************************************************************************************;
  

  thank you for being a Hilton Honors Blue member and bringing your concerns to our attention. We hope to welcome you back on a future stay.  

  
  

• Review fromShakeah H

  Date: 09/24/2024

  1 star

  Shakeah H

  Date: 09/24/2024

  I relocated to a hotel in ** after being told that the hotel was in desperate need of help. The hotel had no cups, bar mats, bar utensils, a menu , was unbelievably dirty, and had employees stealing. My 2nd day I created a menu , had it designed, and gave it to my Gm whom never had them printed out. I had employees threatening me, coming to the job to fight, selling drugs, the chef smoking on the job, having *** with hotel guests, the ** sleeping with employees for ex hrs, and yet I remained professional. I tried to talk to my Gm but he only was concerned for certain employees. When I told him about his chef he completely ignored & avoided me. The chef became extremely hostile, unprofessional, disrespectful, jealous, & started talking to the employees about me. I ignored his antics for weeks but then he went to the Gm and had my title changed. The Gm did not talk to me, I found out via a mass email. I immediately called ******** said well its because I dont think youre going to stay. When really its because he had a personal relationship with the chef! One day I had came in early after being asked to do someone elses job , the job that I was originally doing before demoted for absolutely no reason ! The chef approached me very hostile (cameras) , talking to me as if I was a uneducated and telling me to do what I had been doing for months! Mind you when I started there were no menus, cups, a dirty bar filed with nats, & etc! And I turned the bar around but the chef was trying to act as if he was the reason. This if the same chef who smokes on the job , in front of guests, has *** with guests, whom announced at the front desk that he was indeed having a sexual relationship with the chef.! After being talked to like a child I told the chef I understood, and attempted to walk off . He then came around the the bar , put his hands out, blocked me & said your not going anywhere Im still talking! They sell coc & weed on the job as well! I was fired 2 days later .

  Hilton Worldwide

  Date: 09/25/2024

  Sent: Wednesday, September 25, 2024 5:40 PM
  To: 
  
  Hello and I hope this email finds you well. This is ***** with the **************** of Hilton; I am following up on your BBB review ****** regarding your employment at the *** I am sorry I could not speak to you today with no phone number available.  
  
  Your concerns have been forwarded to the owner's group for review. If you would like to speak to me directly, please use the phone number listed below or reply to this email. I will then forward it to the owners group.  
  
  thank you for bringing your concerns to our attention.  
  

• Review fromWilmarie M.

  Date: 09/23/2024

  2 stars

  Wilmarie M.

  Date: 09/23/2024

  I was charge two different amounts for the same room. If the hotel is full charge a higher rate. At check in should say if the hotel is full a higher rate will be charge. Reservation was for a king size bed, receive two twin beds. On the web site there is a different price for king and twin beds. Should have receive a discount for the twin beds.

  Hilton Worldwide

  Date: 09/25/2024

  Sent: Wednesday, September 25, 2024 12:33 PM
  

  
  Hello and thank you for your kindness today during our call. This is ***** with the **************** of Hilton; I am following up on your BBB review regarding your billing at the Hilton Garden Inn *********.

  
  I am happy that we were able to review your receipt for your stay and state which cards were charged and the credit that was applied. I have sent the receipts to you.  
  

  Thank you for being a loyal Hilton Honors Blue member. We look forward to welcoming you on your next stay.  
  
  Best regards,  

• Review fromCarrie C

  Date: 09/22/2024

  1 star

  Carrie C

  Date: 09/22/2024

  I followed up on my Lifetime Status and quickly learned the information on record is incorrect. I was told they could not provide backup or details. Very disappointed in Hilton since I have been a Diamond Status holder for many years to learn they only have 5 years on ********** know it has been at least 8.

  Hilton Worldwide

  Date: 09/24/2024

  Sent: Tuesday, September 24, 2024 7:53 PM
  To: 
  
  
  Dear C,  
  
  Hello and I hope this email finds you well. This is ***** with the **************** of Hilton, I am responding to your BBB review ****** regarding your Lifetime Diamond status. I am sorry you missed my call tonight; I did leave a voicemail.  
  
  We sincerely apologize for the misunderstanding regarding the information regarding your tier status. We are transparent about making sure the milestone of earning Lifetime status is celebrated.  
  
  Your account was opened in 12/2007 until and over the lifetime of your account you have maintained Diamond status for 
  5 years and 320 days 
  856.417 of ********* base points 
  476 of ***** nights 
  
  To further break this down for you: 
  
  2007- Blue status-                                   2017- Silver status- 36 night 
  2008- Blue status                                        2018-Gold Status 73 nights-upgraded Diamond status          
  2009- Blue status                                        2019- Diamond status- 78 nights 
  2010-Blues status                                      2020-Diamond status- 29 nights- tier extension    
  2011-SIlver status                                      2021-Diamond status-61 nights 
  2012-Silver status                                     2022-Diamond status-77 nights    
   2013-SIlver status 53 nigh                 2023-Diamond status-55 nights-upgraded tier promotion           
  2014-Silver status- 6 nights                    2024- Diamond status-42 current        
  2015-Silver status-17 nights 
  2016- Silver status-28 nights 
  
  Ms.C , thank you for being a loyal Hilton Honors Diamond member. We look forward to welcoming you on your next stay.  
    

• Review fromScott M

  Date: 09/18/2024

  5 stars

  Scott M

  Date: 09/18/2024

  I booked an reunion event for about 50 people at the *********************************************** **************** over Labor Day weekend and was quite pleased on how it turned out. Like just about anything like that, I ran into a few snags but the people I worked with resolved the issues quite well. Additionally, I did a post mortem poll whereupon I asked 2 questions of my guests and got about 20 replies as follows:Satisfaction of Hampton Inn accommodations: Very Satisfied 27.8% Satisfied 61.1% Neutral 11.1% Dissatisfied 0% Very Dissatisfied 0% N/A or No Comment 0%Satisfaction of Hampton Inn Location: Very Satisfied Excellent 44.4% Good 38.9% 16.9% Fair Poor 0% N/A or No Comment 0%

  Hilton Worldwide

  Date: 09/19/2024

  Sent: Thursday, September 19, 2024 12:18 PM
  Subject: EXECUTIVE CUSTOMER ****************************** REVIEW 458477-HAMPTON INN AND SUITES DOWNTOWN *******-** FILE 219107325
  
  Dear  
  
  Hello and I hope this email finds you well. This is ***** with the **************** of Hilton.  
  
  Thank you for your wonderful review of the Hampton Inn and Suites ******************** have forwarded your review to *********, General Manger so that she may share your kindness with the staff. We are happy that your reunion was such a success.  
  
  Mr.  thank you again for your feedback. We look forward to welcoming you back on a future stay.  
  
  
  Best regards,