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Hilton WorldwideThis business is NOT BBB Accredited.
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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 568 Customer Reviews
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Review fromAndria M
Date: 09/17/2024
1 starAndria M
Date: 09/17/2024
I stayed 1 night, room looked fine. I woke up to bed bug bites all over my hand, face, back and leg. It was confirmed by hotel the room was positive for bed bugs. 24 hrs later I went to *********** and I have an infection from so many bites. I have all the paperwork and pictures. This is So disappointing.Hilton Worldwide
Date: 09/21/2024
Hello and I hope this email finds you well. This is ***** with the Executive Offices; I am following up on your BBB complaint.
First and foremost, we hope that you are healing well.
We sincerely apologize for the bites that you reported on your body. We understand this caused stress and discomfort during your stay and truly are sorry this was your experience.
Upon reviewing your concerns, the hotel has shared they have refunded your stay, opened an incident report, and have submitted your complaint to the claims department.
Ms., thank you again for bringing this matter to our executive team's attention. 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!
Best regards,Review fromTina P
Date: 09/16/2024
1 starTina P
Date: 09/16/2024
Hilton garden inn *********** ********. We had used this hotel for a stay after a wedding in ***************, we were told if we booked 20 rooms there would be 2 shuttles provided for each way. this event was happening on Saturday September 14th, on the 12th we were told they would not be able to provide the 2 return shuttles. we had hired a party bus in addition. I called Midwest coach line too see if there was going to be any issues, I found out that this same thing happened on August 31st. this was a bait and switch. Terrible way to do business ***************************.Hilton Worldwide
Date: 09/28/2024
Good afternoon,
On September 16, 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, 09.16.2024, 09.18.2024 and final 09.24.2024 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 to the emails. 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.
Here the key is the granular detail of what information we need to resolve the case. In some cases, the BBB will write to the guest offering to resubmit their complaint with the stay details if the guest sends those details to the BBB.
Best regards,Review fromBreanne H
Date: 09/14/2024
1 starBreanne H
Date: 09/14/2024
Showed up for our reservation at the Hampton Inn in **************. It's my birthday today so my husband reserved the room with the large soaker tub in the room. Upon arrival at 4pm we were told that a wedding had booked our room and that they had nothing available for us comparable. My sister was killed this year and I have already been struggling with this birthday. The only thing I wanted was to sit in the bathtub and feel better. We drove two hours here specifically for that room and are now trapped in *********** because nothing else is available. Worst hotel experience we have ever had. I have stayed here before and told everyone how wonderful you guys have always been. I will never never again recommend you to anyone. Absolutely furious and disappointed. You made a really hard day so much worse. This will never be forgotten.Hilton Worldwide
Date: 10/02/2024
Hello Breanne,
Recently, you contacted Hilton regarding your stay at the Hampton Inn & Suites *****************************. I am eager to assist you further in this matter; however, I have not received a response from my correspondence of September 19th and September 25th. Please see below for your review.
If you no longer wish to escalate this instance, we will respect your opinion and consider this matter closed. I look forward to hearing from you to resolve this matter satisfactorily.
Best regards,
**** *.
Executive Ambassador
--------------- Forwarded Message ---------------
From: Hilton Executive Escalations
Sent: 9/19/2024 9:50 AM
To: @*********
Subject: Hilton **************** file--BBB #******
Hello Breanne,
I hope this email finds you well.
Our **************** has forwarded your Better Business Bureau Review (ID #******* regarding your stay at the independently owned and operated Hampton Inn & Suites *****************************. We apologize for the delayed response and greatly appreciate your patience.
I am deeply sorry to hear about the passing of your sister this year. Please accept our heartfelt condolences during this incredibly difficult time. We understand that traveling under such circumstances can be especially challenging, and we want to extend our support and sympathy to you for any disappointment felt during your stay.
Regrettably, I could not locate your information after searching my database with your name and email address. Please kindly provide additional details to assist. These details should include the following:
Name of Registered Guest
Email Address and Phone Number of Registered Guest
Name and Address of Hotel
Hilton Honors Number
Confirmation Number
Upon receiving this additional information, I will be more than happy to revisit your concern.
Best regards,
**** *.Executive Ambassador
Review fromAsia C
Date: 09/12/2024
1 starAsia C
Date: 09/12/2024
I had booked a night at this hotel because I was going to a concert at the ****************. Unfortunately, the concert was postponed 2 days before my show date. Obviously I'm disappointed because I had fully intended to go to this show. I call their customer service line and they refuse to help me even though I cannot control this situation. In order to get me off the line, she puts me on hold for 40 mins. I call back later and talk to another representative. They told me that I can't even get credit back for my purchase. I was essentially coerced into completing a "change" where they charge you for a new date. I was told that if I don't complete it right now, then they would "expect my arrival on my original date." I even tried talking to management who actively hung up on me. Unfortunately their customer service is terrible and hope yall don't have to go through the same thing.Hilton Worldwide
Date: 09/13/2024
Hello Asia,
I hope this email finds you well.
Our **************** has forwarded your Better Business Bureau Review (ID #******* regarding your prepaid, nonrefundable, nonchangeable reservation at the Hilton Garden Inn ******* Downtown. Allow me to reiterate our apologies for your disappointment with the terms and conditions of the Advance Purchase rate plan you booked. Regrettably, this rate plan requires full prepayment when booked and cannot be modified or canceled.
As a gesture of hospitality, our team offered a change fee of $25 to secure an alternate reservation for a future date at a location of your choice. For future reservations, you may consider booking one of the many flexible rate plan options we offer to allow for unexpected changes in your plans.
We always intend to ensure a smooth process for our guests and we regret any inconvenience and frustration your experience caused. Thank you for sharing your feedback with us via the BBB. We appreciate your loyalty as a valued Hilton Honors member and look forward to your future stays.
Best regards,
************
Executive Ambassador
Executive Customer Relations
M-F ********** CST
GA218519542/BBB457149Review fromJonathan D
Date: 09/09/2024
1 starJonathan D
Date: 09/09/2024
Diamond has gone downhill since Hilton took over, and here's why. We initially upgraded our timeshare during a presentation where we felt pressured to decide on the spot. Hilton pushes sales **** to pressure buyers, making it feel like a one-time exclusive offer. We believed this purchase would be an investment and provide rental income, but the reality was different. Instead of solving problems, it increased our maintenance fees and overall costs without improving usage. Promises of refinancing at lower rates never materialized, and financing terms were unclear, leaving us pressured and misled. Our maintenance fees were supposed to be $100 per year, but we were recently billed $1,200, causing financial strain. Despite assurances of availability, we've been unable to use the timeshare even once. We have five kids and love to travel, but due to the timeshare's limitations, we continue to vacation outside of the system. The costs have doubled from what was initially communicated, and we feel like we're throwing money away. The promises made don't match our experience; its been nothing but lies and disappointment since Hilton took over Diamond.Hilton Worldwide
Date: 09/11/2024
Dear ,
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 HGV 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.Review fromAlex L
Date: 09/08/2024
1 starAlex L
Date: 09/08/2024
I made a 2-day reservation for Hilton Garden Inn using a non-refundable rate. However, due to a unexpected event, I needed to see if they would allow me to cancel. I called and was sent overseas to a customer service call center and spoke (twice) to people I couldn't understand at all. They said they were unable to help me because it was non-refundable. I was nice. I understood that I purchased a non-refundable room rate, but really hoped that someone would understand my predicament and might try to help their customer. She gave me an option to modify my booking to a future date and then purchase a refundable ticket for the date I had and then cancel that booking. But I would have to call them back within 24 hours. So after speaking to my wife and coming up with a date that we would for sure need a hotel out of town for 2 nights, I called back. This person (again couldn't understand him at all) said that I was too late and there was nothing they could do, even though I called back within 24 hours. So, I called the actual location. She was very friendly and more than willing to help me. However, the computer system would not allow me to cancel. Then I said asked if I could modify the booking and come back to that very hotel in a month. Again, the computer system wouldn't allow her to even MODIFY the booking. She told me to call Hilton's "Diamond Desk". They told me the same thing. "Company policy will not allow us to modify this booking because it was a non-refundable rate". I told her that I didn't want to cancel. They already had my money. I pre-paid for the hotel. I just wanted to move it back a few weeks. ****. "Due to policy, we cannot modify a non-refundable booking". There was no person available who could help their customer and override a "policy" in order to keep someone's business. Their customers mean nothing to **********************. I told her that I will never again book with a Hilton property.Hilton Worldwide
Date: 09/19/2024
Dear ***************************,
Hello and thank you for your kindness during our call and your immediate response to my phone call. This is ***** with the Executive Offices responding to your BBB (Better Business Bureau) complaint about the late cancellation of an Advance Purchase reservation.
I sincerely apologize that your reservation was not adjusted during your calls, regrettably, instead of having your call transferred to our specialty trained agents in Advance Purchase could have had this taken care of. I am sorry that it reached the point of frustration for you, this is not the exceptional experience we want for any of our guests.
As a gesture of goodwill and viewing the notes on your account, I have processed a refund, this will be mailed to your addresS. Please allow 30 days for processing and delivery.
**********************, thank you for being a loyal Hilton Honors Blue member, we look forward to welcoming you back on a future stay.
Best regards,
**************
Executive Ambassador
Executive Customer Relations
************** CST (Central Standard Time)
218060303/218337575 MCIINReview fromGee A
Date: 09/08/2024
1 starGee A
Date: 09/08/2024
If I could give it 0 Stars I most absolutely would. Do NOT stay here. They did not inform us of parking fee and that the price of the parking fee went up due to an event. They locked us out of the room for 30 minutes and told us they were not going to let us back in because we came from the *********** parking garage, apparently the security there is not affiliated with Hilton and gave us the worse attitudes EVER. Front desk was NO help, they are very nonchalant about everything INCLUDING misinformation on $30 credits, parking and fees. I felt treated so badly because we were treated so unfairly the whole experience. We were there for a friends birthday and it was our worst experience EVER! I want ever dime back we spent, and I will do whatever I need to to make it happen. They literally brushed off every problem we had and every person gave us different information EACH time. So unprofessional, so rude and false advertising. I would suggest replacing or training the whole front desk because they lack compassion and responsibility.Hilton Worldwide
Date: 09/12/2024
Hello and thank you for your response with the information regarding the reservation at Hilton **************, an independently owned and managed Hilton hotel.
Upon reviewing this reservation, it was booked with a third-party vendor under a different guest name. For security reasons we would need to speak to the actual registered guests on the reservation. You may also reach out to the third-party vendor with your concerns about the misinformation provided by them.
Thank you again for taking the time to reach out to our office and allowing us to assist. We appreciate your understanding.
Best regards,Review fromWalter A
Date: 09/05/2024
1 starWalter A
Date: 09/05/2024
On July 29th through the July 31rst my wife and I we hired for a job for the newly built ****************** in *******, **. We stayed at the Doubletree in ***************** located at ******************. The third day, Wednesday, I woke up to multiple bed bug bites all over my body! We completed the job and headed back home. By the time I returned home more bites had broken out. I was burning, itching, and MISERABLE! We had to dispose of all of our clothing and the suitcases we took. The anxiety level of my wife was a 10 because she had in her mind somehow, we had brought them into our home. For me, it was a mental issue that for three days nasty bugs ate on my flesh.I did not go to the doctor because I knew it was Bed Bug bites and the only thing, they could give me was an anti-itch cream I could purchase over the counter. Thursday night I woke up to more breakouts and my wife ended up going to ********* at 1 am in the morning to purchase more creams to help with the itching and burning. We contacted the hotel, spoke with the manager over the hotel. She advised she was going to close the room until further investigation. After hiring a *******************, the manager called us to confirm the ******************* verified that for three days we had been sleeping in beds infested with Bed Bugs! My wife took multiple pictures of my bites.The manager advised our case had been sent to their Insurance Adjuster. The Insurance Adjuster reached out to us, but as of today, September 5, 2024, we have no resolution. After reading reviews concerning this Hotel, this is not the first time Bed Bugs have been reported at this establishment. Something needs to be done immediately about this Hotel!It is not right, nor fair to the consumer that they are able to get away with this.Hilton Worldwide
Date: 09/17/2024
Dear
Hello and thank you for your response to my email request. This is ***** with the Executive Offices responding to your BBB (Better Business Bureau) complaint about your stay at the Doubletree *****************, an independently owned and managed Hilton hotel.
We sincerely apologize for the distress caused by the debug bites during your stay. It is very disheartening to learn about our experience, and we hope that you are recovering well.
Upon reviewing your concerns, we have learned that the hotel has taken responsibility for your case and has asked their insurance agent to respond to you. A compensation offer of $ was made to you but was declined. We also understand that the owner of the reservation, L , has also been in touch with the hotel and insurance company.
The hotel's insurance provider has taken control of your claim. Unfortunately, Hilton Corporate Offices cannot contractually intervene or overturn a decision provided by the hotel's insurance provider. However, I will be happy to request the hotel ask the provider to update you at their earliest convenience.
We have encouraged you to continue working closely with our hotel staff, who are available to provide any assistance you may need.
Best regards,Review fromMyranda P
Date: 09/04/2024
1 starMyranda P
Date: 09/04/2024
I recently booked a reservation at the Hilton Garden Inn in **********, **. I was allowed to cancel due to inclement weather but my card was still charged. After many emails and calls, I have yet to hear back from the manager.Hilton Worldwide
Date: 09/06/2024
Dear M,
I hope this email finds you well. My name is *****, and I am with the Executive Offices of Hilton. I am responding to your BBB (Better Business Bureau) complaint ****** regarding your stay at the Garden Inn *******************************, an independently owned and managed Hilton hotel. I am sorry I could not speak to you today as no phone number was available.
We are truly sorry to learn that your request to speak to the manager has been met with no response regarding your third-party reservation cancellation. We understand your frustrations and deeply regret the inconvenience this caused you.
Upon reviewing your case with the hotel management, we found your third-party booking agent cancelled your reservation on August 6, 2024, and no charges were assessed by the hotel. We would suggest you follow up with your booking agent for the refund as the only card presented to the hotel was a virtual card for payment by the third party.
Ms. thank you for bringing this to our attention, and we hope to better serve you in the future.
Best regards,Review fromMike D
Date: 09/03/2024
1 starMike D
Date: 09/03/2024
I stayed at the Homewood Hilton in ********* on the seawall. I was checked into room 111 on Wednesday afternoon I went to my room. My room have been cleaned and everything and it was gone. I went to the front desk to let them know. they said the cleaning crew must have taking it. It should be in Lost and Found. The desk receptionist went to check. There was nothing there she called the hotel manager manager said the cleaning crew mustve checking it. They will have it back in the morning. When I woke up in the morning, I went to the dest and ask for my belongings. They said they did not have them yet. Check back with them later. So at 10 AM. I called them They said they had not gotten them yet. I told them I would make a police report while on the phone with the police to make a report. They called me said they would have my stuff up in 30 minutes. I called them when I got off for lunch, they said they had my belongings. I went to the hotel to get them the manager ***** came out with two trash bags one very large trash bag with a shirt in my phone charger. The second trash bag that was full of trash had my pants in it. I told the manager I was going to check the left front pocket where I keep my cash. I was expecting to find five $100 bills which I carry with me when I travel and I travel a lot, you never know when your card might get scammed and the bank canceled it. So after several calls with customer care service, and they tried to call ***** that she would like to talk to me which I did and she said no *** I did not tell them for you to call me. So their report says that the police came and viewed the video . Which in case you dont know Im assuming there must be a video camera in each room in order for the police to have viewed it. According to the manager, the police found nothing on the video so according to Hilton customer care, I am out of luck. It is my problem . The thing about the whole thing is this happened on August 28, 2024. I was not to checkHilton Worldwide
Date: 09/17/2024
Dear M,
Hello, and thank you for contacting the Executive Offices of Hilton. This is ***** with the Executive Offices responding to your BBB complaint
We are sorry to learn that your personal items had been removed from your room, we understand the frustrations and are sorry this was your experience.
We have learned from the owner's group that they have contacted you directly and resolved your concerns with the missing items.
Mr. , thank you for being a loyal Hilton Honors Diamond member, if you have further concerns regarding your case please contact me directly.
Best regards,
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