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

  2015 Massachusetts Ave NW Washington, DC 20036-1011

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  Hilton Worldwide

  530 Pennsylvania Ave Fort Washington, PA 19034-3304

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  Hilton Worldwide

  300 Army Navy Dr Arlington, VA 22202-2803

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  Hilton Worldwide

  749 E Chocolate Ave Hershey, PA 17033-1212

Review Details

• Review fromSara Jade W

  Date: 05/16/2025

  1 star

  Sara Jade W

  Date: 05/16/2025

  If I could give minus stars I would to both this hotel and hotels.com. When I arrived at this hotel after paying over $200 to book the stay, they refused to accept my legally issued drivers license as ID and therefore refused to let me check in. The hotel then said they refunded my payment but I would have to contact Expedia to get the refund. Expedia directed me to Hotels.com and the Hotels.com directed me to the "trip insurance" company General Global Assistance. None of them are actually refunding the money I paid for a trip I was unable to have because of the hotel. I went just a few blocks away from them and was able to get another hotel without a problem. They accepted my ID without a blink. So now I'm out the $250 I paid for the hotel I booked and I had to pay an additional $300 for the hotel I actually stayed at. I will never be using Hotels.com again or Kayak or Expedia. I will never stay at another Hilton hotel. Oh and I'm also canceling my Hilton rewards.

  Hilton Worldwide

  Date: 05/25/2025

  Guest was email on May 20, 2025 with this response:

  Hi ****,
  Thank you for providing the requested document. Again, I sincerely apologize that we fell short of delivering excellent customer service at the ********************** ***************
  Typically, neither my office nor the Hotel processes refunds for third-party bookings. However, I want to make this right and rebuild your trust in the Hilton Brand. I will process a refund in the amount of $(redacted). To expedite this process, please verify your mailing address, and I will promptly submit the refund request.
  Once processed, please allow 3045 business days for the check to arrive. I truly appreciate your patience and assistance in this matter.
  Thank you for your feedback and your continued loyalty to the Hilton brand. We look forward to welcoming you back in the future.
  Have a wonderful day!
  
  

• Review fromMary P

  Date: 05/13/2025

  1 star

  Mary P

  Date: 05/13/2025

  We had an event in ******, it was a stay to play.They could'nt issue a key card because their key maker wasn't working. To get into the room we'd have to get a staff member to let us in.That night the ac was not cooling the room & when we went to showers there was no hot water.We called the front desk several ******** one answered the ******** was so late we'd stick it out until morning. In the morning went to the front desk to talk to them about the situation.I was told they were expecting a plumber sometime that day to fix the hot water. Apparently he had been there the day before but did not have the necessary part to fix the hotwater.They also said the ac should be fixed.After a disasterous night I said I really do not want to stay here.They said it was fine and would only charge me for the night.I checked out got a receipt for the 1 night. A few days later the entire stay was charged to my cc. $589!I also had to check into another hotel with hotwater and ac.The manager told us they couldn't immediately release our cc but ensured us the receipt we received showing 1 night would suffice. Also, they gave us an email address to follow up if in the event the full charge went through. I've contacted Hilton ********** refunded the 1 night we stayed, they had to speak to the hotel about the 2nd charge. I told them I'd also dispute the charge on my cc. Weeks passed and I didnt hear back from Hilton corp. I figured all was good because I disputed the charge on my cc. Well today I recieved a letter from my cc company saying they were going to reverse the credit I was given because the hotel provided the appropriate proof. I called corporate again. The *** was nice she called the hotel and was told the ac and hotwater were only out for a few hours, un-true.Hilton corp. apologized and said there was nothing else they could do.I would never recommend this facility. We are so disappointed in Hilton for not standing behind their name and making the situation right.

  Hilton Worldwide

  Date: 05/15/2025

  Sent: Thursday, May 15, 2025 2:26 PM
  
  Hello ****,    
  I hope this email finds you well. This is ***** with the ***************** I am responding to your Better Business Bureau review about your stay at the Embassy Suites ************************. I am sorry you missed my call today; I did leave a voicemail.  
  We appreciate your concerns regarding the billing for this event. As this was a contracted arrangement, we must adhere to the legally binding agreement facilitated by the group coordinator and the independently owned and operated Hilton hotel. 
  Each guest was provided with a specific email address to use for any inquiries, ensuring that concerns would be addressed through the appropriate channel. If you do not already have the designated contact email, it is REDACTED. 
  As a gesture of goodwill, a refund of REDACTED has been issued to you for the service-related concerns with water and HVAC. We encourage you to contact the hotel directly redacted or the group coordinator for your event NCA2025.  
  We are grateful for the opportunity to assist you and deeply value your loyalty to Hilton. We hope to welcome you again in the future and provide you with the exceptional stay experience you deserve. 

• Review fromJoanne B

  Date: 05/06/2025

  1 star

  Joanne B

  Date: 05/06/2025

  Room booked on Expedia doesnt physically exist at the *********************************************** at *********************************************************************************** Items left behind disappeared into thin air, even though they never left the room my entire stay. No one seems to be able to find them, but no one seems to be looking hard either....just checking a database, not physically checking anywhere.

  Hilton Worldwide

  Date: 05/08/2025

  Sent: Thursday, May 8, 2025 12:13 PM
  
  
  
  Hello ******,  
  Thank you for your kindness during our call today. 
  We spoke with *******, who shared that they have not yet found your missing stuffed black dog. However, during the search, we were able to locate three birth certificates that had not been reported missing. ******* has assured us that she will continue looking for your stuffed animal and has already mailed your birth certificates. 
  We are grateful for the opportunity to assist you and deeply value your loyalty to Hilton. We hope to welcome you again in the future and provide you with the exceptional stay experience you deserve. 
  Best regards,     

• Review fromWanda S

  Date: 05/05/2025

  1 star

  Wanda S

  Date: 05/05/2025

  I am a female, handicapped walking with a cane, close to 70 years old. Upon arriving at the DoubleTree Hilton hotel, ************, *********** around 7pm, Manager ***** ******** told me: '...the hotel does not accept Delta vouchers for 1 night stay, adding in a despicable tone, 'they know that'. I won't discuss this.., it's an internal issue for you to handle with them" (and smirked). I was humiliated and embarrassed in front of other passengers from Frontier and another airline with similar vouchers. The situation dragged on until almost midnight, back-and-forth between the hotel and *****. While still on the phone with Delta, Mr. ******** denied copies of the signed hotel forms, so I photographed them; then stated I was not allowed in the hotel 'as he has the right to accept guests'. Delta staff heard him, and I said I was going to stay in the hotel lobby to have breakfast in the morning. Mr. ******** yelled at me stating that I could not stay in the lobby. Delta staff was appalled, stated it was extremely unprofessional and took notes. ***** stated, 'please leave the hotel preventing escalation. Because I took photos, Manager ******** dared to call the police to submit a report against me. My only alternative was to return to the *** airport around 1 AM (the ordeal lasted 8 hours). I wrote a ****** 'horrible experience', and General Manager Yodil ***** sent me a 'general' statement apology. I asked for the surveillance CCTV as evidence of Mr. ********** triggering point, but Mr. ***** stated it was already erased in 5 days. I request an apology from the DoubleTree by Hilton hotel, and to withdraw the police report affecting my persona and reputation. In addition, for all the unwarranted actions I want compensation for my pain and suffering. I was so physically debilitated due to the DoubleTree unprofessional behavioral actions towards me, that the next day I arrived home and visited a Doctor because of the extreme pain I was experiencing while trying to walk.

  Hilton Worldwide

  Date: 05/06/2025

  Sent: Tuesday, May 6, 2025 1:32 PM
  
  
  Hello *****,   
  I hope this email finds you well. This is ***** with the ***************** I am responding to your Better Business Bureau review about the DoubleTree ************. I am sorry I was not able to speak to you due to the omittance of a phone number.  
  Im truly sorry to hear about the difficulties you faced as a distressed passenger and the challenges with check-in. I understand how frustrating that must have been, and I regret any inconvenience it caused. Please know that we have shared your concerns with the Doubletree San **** management, and they will be reaching out to you directly to assist further.  
  We are grateful for the opportunity to assist you and deeply value your loyalty to Hilton. We hope to welcome you again in the future and provide you with the exceptional stay experience you deserve. 
  Best regards,     

  Wanda S

  Date: 05/13/2025

  I appreciate your response. How long should I wait for a response?. I previously contacted 2 Hilton Ambassadors, who stated that DoubleTree by Hilton was a franchise in *********** and they are unable to intervene.I work for a company with a franchise division. Our franchise companies needs to maintain high standard in all business transaction/matters serving customers. As it is a valuable asset, our name 'reputation is at stake' and we need to prevent the latter, damage control; which affects business opportunities and social standing. So, I do not understand the Hilton policies and procedures, especially on the hospitality *********** persona and character has been grossly affected by the unfortunate incident on 2/24/25, caused by the unprofessional and impetuous behavior of the mentioned DoubleTree by Hilton staff. The incident resulted in a mental and physical damaged, which still affects my life. Thank tou, W.S.

  Hilton Worldwide

  Date: 05/13/2025

  As previously explained, the hotel does not accept Delta coupons as a form of payment for accommodations. While we understand this may not have aligned with your expectations, our team is committed to addressing questions and concerns with the utmost respect and professionalism.
  
  
  *****, during the interaction, certain behaviors required intervention to ensure the safety of our staff and guests. As a result, local authorities were involved, and a trespassing notice was issued.
  
  
  We take claims of discrimination or intolerance very seriously. Our organization is fully committed to fostering a respectful, diverse, and inclusive culture while ensuring a safe and welcoming environment for all. After a thorough review of the details provided and consultation with the hotel's management team, we found no evidence to suggest that the hotel's actions were motivated by discrimination.
  
  
  Yodil, the General Manager of the independently owned and operated property is entrusted with making decisions to maintain the well-being of his Hotel. He has confirmed that no compensation will be offered in this matter and we support this decision.
  
  
  Thank you for sharing your feedback. We value your trust in our Brand and hope you will consider giving us another opportunity to serve you in the future.
  
  

• Review fromYolanda M

  Date: 05/01/2025

  1 star

  Yolanda M

  Date: 05/01/2025

  I stayed at the *********** in *********, ** and had the worst customer experience with the night desk attendant and the general manager *******. To make matters worse, when I called the Hilton customer service number I was given the run around and stonewalled.

  Hilton Worldwide

  Date: 05/05/2025

  Hello *******,
  
  I hope this email finds you well. I apologize for not being able to reach you this afternoon when I called and left a voicemail.
  
  Our **************** has forwarded your Better Business Bureau Review (ID #******* regarding your reservation at the DoubleTree *********, **********. I am truly sorry for the inconvenience you experienced with your third-party reservation upon arrival at the hotel.
  
  I understand you requested to speak with the General Manager; however, she has addressed your feedback and extended her apologies through the ****** review platform.
  
  As a gesture of goodwill, our Guest Assistance team has processed a Be My Guest certificate for a complimentary future night at any DoubleTree by Hilton property worldwide. We hope this effort helps restore your faith in Hilton as our valued Hilton Honors Silver member.
  
  If there is anything further we can assist you with or if you have additional concerns, please do not hesitate to contact us directly. We appreciate your understanding and look forward to welcoming you back in the future.
  
  
  
  
  Best Regards,
  
  **** A

• Review fromChristina O.

  Date: 04/30/2025

  1 star
  SCAM!!! They sold us a package including tickets to ********** and after we paid it in full they said tickets are not included and refused to make it right. They tried to compensate by giving us 2 free days at the hotel and wanted us to pay an extra 1500 dollars for the tickets. They refused to put a manager on the phone and tried to make me keep my reservation. Never again will I book at that hotel. We have a recording of them verifying multiple times that tickets are included.

• Review fromRandall p

  Date: 04/20/2025

  1 star

  Randall p

  Date: 04/20/2025

  Several bad stays. They have a issue with letting you book a room full price, then send you a email 2 days before the stay and say. NO AMENITIES! But they still want full price. They book you at full price then hit you with the email right before you go. Last time we had to drag all our bags up 3 flights of stairs. No elevators. No pool. No spa. No fitness. No breakfast. I booked a room in ********** as close to ****************** as I could find because we're going to the race. So at this point everything else is sold out. They sent me the email 2 days ago saying no amenities. I have to stay there because there's no other rooms available and I have race tickets. So I went through the app and explained this is the 3rd time. And they said plain out "we can't do nothing for you,contact the motel" so the apps a complete rip off. Yall book me but can't adjust the price when you take everything away?. So for 3 days I've contacted the front desk of the hotel. No response. Multiple attempts each day. Last stay they had to send me a $250 check in the mail. But if they'd just do their job this could be handled ahead of time. This is unprofessional and horrible staff. Im a paying customer. And ********************** has no respect for their customers. Don't recommend!!!

  Hilton Worldwide

  Date: 04/22/2025

  Hello *******,
  
  I appreciate the time you took to speak with me this afternoon.
  
  
  I also contacted the team at Hilton Garden Inn ************************** regarding your upcoming stay this weekend, and they assured me that they are fully operational. I spoke with ****, and he said to give you his name if there was anything you needed. He is familiar with the situation at Hampton and said they are looking forward to seeing you.
  
  Your chats with our team have been submitted for review to identify any coaching opportunities to improve future guest experiences. I will follow up with you again once this process is completed.
  
  In the meantime, if you have any questions or additional concerns regarding this matter, I am available Monday-Friday, 8:30AM-5:00PM Central, and will respond to any messages as promptly as possible. 
  
  Thank you for taking the time to share your feedback with our Executive team via the BBB.

   

  Best Regards,

  **** *.

• Review fromAlbert S

  Date: 04/20/2025

  1 star

  Albert S

  Date: 04/20/2025

  In April 2025, I was denied service at ***** by Hilton ********************* due to my wifes ****protected psychiatric service animal. The hotel manager demanded documentation (which is illegal), refused to honor our confirmed reservation, and canceled it on the spot.Despite contacting Hilton Corporate immediately, their representatives initially backed the hotels stance even falsely claiming that Pennsylvania law overrides the **** No one from Hilton offered support, relocation, or even a call back to de-escalate the situation.After over two weeks of silence, Hilton Corporate finally responded to say they would not be offering compensation and denied any wrongdoing, despite their own published *** policies and a past *** settlement on similar issues. The only resolution came from the hotels local regional manager not from Hilton itself.Hilton has completely failed to take corporate accountability for discrimination that occurred under their brand. For a company that claims to uphold inclusion, this has been deeply disappointing and harmful.

  Hilton Worldwide

  Date: 04/22/2025

  Hello ******,
  
  Thank you for your patience and understanding while the leadership team at the independently owned and operated ****************** reviewed this matter.
  As previously shared, I've reviewed your communications and all interactions with our guest assistance team and will not be awarding you any compensation as our team members adhered to our policies and procedures regarding *** concerns and the mention of civil litigation. We do apologize for your overall experience and were working to ensure your concerns were handled by the appropriate teams.
  I'm happy you were able to resolve your overall experience with ****, Regional Manager, and that he was able to address your concerns and bring this matter to a close. He confirmed that you reached a settlement of a $redacted refund check and a $redacted donation on your behalf to Courage to **************. The hotel advised they will be conducting *** service training with all staff to prevent another guest from sharing your experience.
  
  We appreciate you sharing your experience with Hilton's Executive team, your loyalty to Hilton, and for allowing the hotel to make it right. We hope to welcome you back to any of our ***** Hilton-branded hotels worldwide soon!
  
  
  
  

• Review fromDavid M

  Date: 04/18/2025

  1 star

  David M

  Date: 04/18/2025

  I stayed 623 consecutive days at the Home2Suite in ***** **, June ******* to March 1, 2025, due to a work assignment. I have been trying to get Hilton's customer service department to correct their mistake on my Hilton Rewards points and days since the first week of December 2024. I have spoken with the manager of the Home2Suite, several different phone calls from customer's personal and a string of emails from the Rewards representative. After 5 months of this I am still being told that once they fix their system problem I will be credited with the base points, the bonus points and the correct days stayed will fixed. No one will give me a time frame for this to happen or pass my complaint up the ladder for resolution. I paid over $61,000.00 for that room in the time I was there. I am totally disgusted with by the way Hilton treated after being a loyal customer and Diamond member for years. I'm not asking for anything more than what their Hilton Rewards program promise for being a loyal customer. If anyone else has had this problem I would like to hear how or if it was ever resolved. DM

  Hilton Worldwide

  Date: 06/20/2025

  Hello *****,
  
  Thank you for your continued patience during my time away from the office. My colleague has reached out to confirm that your account is still actively under review.
  
  Unfortunately, our *************** team has not yet been able to identify the source of the issue with your extended stay posting. As you know, your 2023 and 2024 Milestone Bonuses have been manually applied, and the base points posted automatically. What remains are your Diamond Elite bonus points and any applicable promotional points. Ill be requesting approval to manually credit those as well to ensure your account reflects the correct balance.
  
  The only portion of the stay that were unable to manually adjust is the number of nights. However, rest assured that this will not impact your Hilton Honors statuswe remain committed to ensuring your status is maintained as promised.
  
  Thank you once again for your understanding. I truly empathize with your frustration, and Ill continue doing everything I can to resolve this matter to your satisfaction.

   

  Best regards,

  **** *.

• Review fromShun R

  Date: 04/17/2025

  1 star

  Shun R

  Date: 04/17/2025

  I booked a room in December 2024 and was asked if I would like to hear a special package vacation offer for Orlando FL. I listed to the offer and purchased it to be used within a year. I told the *** I would bring 4 kids and 3-4 adults including myself. She said she would upgrade the package to a property instead of just a room for $223 3 night stay. About 2 months later I called to schedule a vacation date and was told my accommodation was for 1 room for up to 4 people but could pay a bit more for another room for 8 people total. I decided to not schedule. I called the next month for a refund because I wasnt given accurate information when I first purchased the package. *** said its none refundable unless I had cancelled within 24 hours of purchase. I wasnt told any of this none refund information while purchasing. When I asked for a manager, I waited on the phone for 25 minutes until the *** hung up on me. Do not purchase the special package unless youre certain of all details and refund policy.

  Hilton Worldwide

  Date: 04/18/2025

  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 *** 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,
  
  **** A