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 fromNJ M

  Date: 04/29/2023

  1 star

  NJ M

  Date: 04/29/2023

  CEO CHRISTOPHER N******* of Hilton Hotels confirmed that it is NOT standard practice for HILTON HOTELS housekeeping staff to knock before entering a guests’ room. My husband and I stayed at the Hilton Hotel in Clearwater Fl for 3 nights. Prior to checkout, as I walked out of the shower and after wrapping a towel on my head, a male employee from housekeeping barged into our room without knocking-holding the door wide open as I stood there in shock and frozen with just a towel on my head. I could hear guests in the hallway gasp and one even screamed. I would expect knocking would be the number one rule when entering a guests’ room, but apparently NOT at Hilton. The Manager at the Hilton Hotel Clearwater was apologetic and offered a refund of a one night stay and the Senior Management Team offered an additional 2 “Be My Guest Certificates. They also said they were going to change their practice and protocols so that this does not happen to another guest. I then received a call from Quitta J******-a Hilton Executive Ambassador for CEO Christopher Nassetta. It was clear that Quitta J****** and Mr. Nasetta did not personally find this incident of dire significance. Quitta J****** and Mr. N******* even said “The incident took place on the last day of your stay, not impacting the prior nights.” I was violated and they think its okay because it happened at the end of our trip. Mr. Nasetta found that the 2 BMG Certificates was worth more than our entire 3 night stay so he retracted and voided the certificates and instead, just refunded the remainder of our stay, the lesser amount. The actions of this CEO is alarming, repulsive, and offensive! One would have to think twice about staying at any of the Hilton Properties with this leadership. This CEO clearly does not care about the guests. This CEO was genuinely unapologetic, he doesn't care about our privacy, he has no morals,, he only cares about pinching pennies on guests’ accounts and paying himself a big salary and bonus.

  Hilton Worldwide

  Date: 05/04/2023

  Dear Ms. G******,
  On April 25, my colleague Quitta Johnson sent you the following self explanatory message. We will not enter into further correspondence about this matter:
  Hello Ms. G******,
  As I mentioned, I received your email to Mr. Christopher N*******, CEO/President, and our Executive Offices at Hilton regarding your experience at the Hilton Clearwater Beach Resort & Spa. I am very sorry to hear that the housekeeper entered the room while still occupied. This is certainly not the experience we wanted you to have. I will be happy to offer assistance.
  On your behalf, I have communicated with the hotel's senior management team and relayed your concerns and request. The management team expresses their apologies, as the late check-out arrangement was not communicated to the front desk or housekeeping team. The Brand Management Team, who oversees quality assurance at our properties, has internally addressed the matter to ensure future guests are not met with the same experience. Kindly note Hilton does not control the day-to-day operations. I apologize that this experience impacted your stay. Your feedback assists the hotel to make further adjustments, and we will continue to monitor the brand.
  Per our conversation, the hotel took the liberty of issuing a one-night refund of $378.72 and requested two (2) one-night Be My Guest Certificates to be utilized at any Hilton Hotels & Resorts worldwide. I apologize for your disappointment in the mentioned gestures. I provided your request for an additional five (5) BMGs, and the hotel declined as your reservation was for three nights. The hotel will be happy to issue a full refund and void (sic) the request for the two BMGs. Please allow 3-5 business days for the full refund to be processed back to your credit card on file.
  Thank you for bringing your concerns on this important matter to our attention and offering us the opportunity to address them directly. We appreciate your continued loyalty and look forward to welcoming you again at one of our 6,000 properties.
  Kind regards,

• Review fromMichael M

  Date: 04/28/2023

  1 star
  Our vacation: When we finally got a room, it was on a different floor from our kids. Our room was filthy! with crumbs all over the sheets. We were told that they couldn't do anything about our room until 7 a.m. the next day. We slept on a dirty bed. We had to go to the front desk repeatedly from the 8th floor, which is difficult due to our being handicapped. You can't even reach the front desk via phone without a voice menu telling us (every time) that we should text the front desk! We were told there were no bell hops. Then, the next day our kid's room wasn't cleaned, and again, we were told there wasn't anyone available to service their room. They also had to stay in a dirty room.
  This stay has been outrageously terrible. We were even told at the pool that we couldn't leave our towels on chairs, that we'd owe $50 for towels not brought to them. Despite having a pile of these cards, we were charged daily. It would have been far less expensive for us to buy towels than rent them. I wish we had known. We tried daily to reach room service or the front desk for over 2 hours. “We're busy helping OTHER guests." We were told that the hotel isn't allowed to loan us plates for the only food we could get…deliveries from other restaurants. We had to go downstairs. The hotel charged us $200 daily for cabanas that we had already paid for online, but, again, the front desk had no record of this, until we showed the receipt Hilton had sent us. From the hotel. dditionally, we had to pay a daily “resort fee.” I think for over $5,000 for a hotel room, and only a hotel pool that was too cold to swim, a broken hot tub, doesn’t seem like a “resort". Our bill was well over $2500 for this trip, in addition to 2 rooms. We left your hotel on 4/22 and, unbelievably, Hilton just added yet another $2000 charge today (4/25). We paid in full when we checked out.

• Review fromBrian D

  Date: 04/28/2023

  1 star
  My family and I got sick from mold exposure in one of the rooms. We stayed in room 716 which has a crack in the shower tub basin. This lead to excess water pouring on the bathroom flood and water was trapped underneath. Not only does mold goes in those conditions, roaches also get attracted to them. We did kill a roach our 2nd night there.
  My wife is autoimmune and her eczema began to flare up, I had nose bleeds and began to cough blood, and our 7 month old had a fever.
  The hotel provided a refund but did not seem concerned about the mold situation. I fear the staff will it escalate to the proper channels.
  I have filed a complaint with the Board of Health in Austin.

• Review fromBarbara K

  Date: 04/26/2023

  1 star
  Hilton used to be a good/great brand. Now it has slipped into a “frankly Scarlett I don’t give a dam” low level brand. I’ve been an Honors member for decades and our recent stays in Orland and St. Augiatine, Fl. Both were disappointing. But, the final blow was corporate how was going to send us a gift certificate for our February stays. Oh but it takes them 30 DAYS to send these out. And OH GOSH we sent to the wrong address so you’ll have to wait ANOTHER 30 days! Really!? I guess you locations are just following the example set for corporate! Hilton, there are many choices out there and for those who had been loyal to your brand, you are providing very little reason to continue to support your brand.
  What’s your cost to acquire a customer? Maybe consider emailing gift certificates, or veryfyi g a correct address or how about an air mail stamp?
  You’re welcome?????

• Review fromWayne W

  Date: 04/25/2023

  1 star
  I notified staff that I didn’t feel safe here after strange activity appeared on my card after checking in . Staff was very rude and said her manager will be in at 11 am . I then called the toll free number and was basically passed around , still no resolution. It’s so good to know that Hilton doesn’t value me as a customer nor were they interested in me reiterating that I don’t feel safe here. And I’m riding to my meetings with all my possessions in the trunk of a car .

• Review fromNYSHIA

  Date: 04/24/2023

  1 star

  NYSHIA

  Date: 04/24/2023

  This review is for the DoubleTree Hotels - North Shore in Skokie, IL location. I’ve spent thousands and thousands of dollars here, as I work in the Skokie area, I rent the room for a week atleast twice a month. I’m a Diamond member , and I’ve been renting this hotel for 2 years. The staff is always rude and harasses over the phone. The front desk person, by the name of MARIA, has harassed and shown constant racism whenever I book there. I’ve had relatives who’ve stayed there and said that she gave racist remarks and wouldn’t accommodate them during their stay. MARIA has OVERCHARGED my card so many times! I’ve picked rooms on the app ahead of my check in time, and she would purposely switch my room. Very antagonizing and racist. My last stay (March 27 - March 28) was horrible! The shower head was broke, and I called to have my room switched. MARIA made it her duty to not accommodate me. I asked for a refund but she refused and claimed the hotel was packed so she couldn’t switch me. I wasn’t even able to shower and It defeated the point of my stay. I’m still fighting for my refund for this stay, and I hope corporate is able to investigate the front desk woman by the name of MARIA. SHE IS A RACIST and Ive never dealt with this at any other Hilton location but DOUBLE TREE NORTH SHORE IN SKOKIE. So I know that’s not what Hilton will tolerate as a whole business.

  Hilton Worldwide

  Date: 05/08/2023

  Dear Jonyshia A*****,
  Good day! It is my pleasure to assist you with the Better Business Bureau review you left regarding your stay at the independently owned and operated DoubleTree by Hilton Chicago - North Shore Conference Center. I attempted to reach you by phone at ************, but I was unable to leave a voicemail. I am sorry that I missed you.
  The management team has advised that they have reached out to address your concerns.
  We thank you for taking the time to share your feedback with our offices and for your continued loyalty to the Hilton brand.
  Best regards,
  Colleen B.
  Executive Ambassador
  GA *********

• Review fromKathy L

  Date: 04/24/2023

  1 star

  Kathy L

  Date: 04/24/2023

  Let me start off by saying that when we arrived everything was great. We checked in and went to our room. The bathroom sink was dirty and hadn't been clean. Not the worst thing but still I excepted better. We decided to go to the bar and have a few drinks. Well I am not sure where the bartender came from because I am pretty sure he wasn't one. I asked what his specialty was and he looked like a deer in headlights. All he could say was what do you want. So...we just ordered drinks off the menu. All of which he had to read cards to make. That isn't a big deal to me IF he had a personality. I really think they just grabbed someone to work behind the bar. I will say that later that evening when our friends got there he managed to keep up with everyone and the bills were correct. Friends of ours had checked in and they were given keys to someone else's room. Yes they walked in and saw that the room was already occupied. We had friends coming in the following day for a wedding. Was told they couldn't check in until 3pm. So we went to the wedding and after reception once we returned they were told they didn't have a room for them. That happened to another couple also. But they received a receipt and an email thanking them for their stay. When we were checking out on Sunday there was no manager there to help with ongoing issues that other guest were having. This seems to be a poorly ran hotel and for this to have been a Hilton I was expecting a lot more.

  Hilton Worldwide

  Date: 05/07/2023

  Dear Ms. L****,
  I am writing in response your complaint to the Better Business Bureau about a recent hotel stay. Please accept our apology if the housekeeping of your room’s bathroom fell short of your expectation and our standard and if your experience at the hotel bar was less than stellar.
  As for the other matters you detailed: those affected other guests, as opposed to you personally. If the other guest would like us to look into their concerns, please ask them to send a detailed e-mail to us at *******************************.
  With best regards,
  David R
  Executive Customer Relations
  SF *********

• Review fromRobert P

  Date: 04/19/2023

  1 star

  Robert P

  Date: 04/19/2023

  HILTON GARDEN INN-Lynchburg, Va
  My girlfriend and I booked this hotel for our anniversary specifically for the room with the jetted tub. That night we found out that night that only 1 of the 6 jets worked in the tub! We also found a pair of panties in the sofa bed which let us know that our room was not cleaned thoroughly. The next morning we told the front desk about both of these things and were told that maintenance would look at the tub and housekeeping would come and clean the room. We stepped out for a few hours but when we returned, we noticed the room had not been cleaned and jet tub was not fixed. We went down again to the front desk to find out what was going on. We were told once again that housekeeping was coming and maintenance was coming. The housekeeper came and the only thing she did was remove the panties, the maintenance man looked at the tub but said he couldn’t fix it and would have to call someone to fix it. We went to the front desk again and complained of this and how this has ruined any anniversary weekend. The manager spoke to the owner and told us that he said he would comp us for half of our stay because they did not have anyone to service the jetted tubs and was looking into getting them removed from rooms because of that. Ok cool. The next morning during check out I asked would the refund go back on my card and they said yes, however the refund was only for one night. I was upset because that’s not was told to us. We stayed 2 nights and both nights the jetted tub barely worked! Which was the ONLY reason for booking that hotel! If they had told us earlier when we first complained that no one could service the tubs then we have checked out and went somewhere else! Instead they gave us the run around all day! DO NOT BOOK HERE if you’re looking for a room with a jetted tub! False advertising!

  Hilton Worldwide

  Date: 05/04/2023

  Dear Mr. P******* **.,
  Thank you for your Better Business Bureau review regarding your stay at the Hilton Garden Inn Lynchburg.
  Mr. P******* **., we offer our sincere apologies that the jets in the tub were not working and that you found a pair of underwear in the pullout couch. We always strive to provide clean, quality accommodation and regret we did not meet expectations on this occasion.
  Please be assured we have captured this specific opportunity to share your feedback with our Brand Management and Quality Assurance Teams for internal review and follow-up with the hotel's Leadership Team as we continue to improve our guest experience.
  In addition to the one-night refund I added 10,000 Hilton Honor points to your account. Please allow 24 hours for the points to be reflected.
  As no improvements are made without honest dialogue with our guests, thank you for taking the time to share your feedback with the executive office. We genuinely appreciate your loyalty to our Portfolio of Brands and look forward to your continued future stays.
  Best regards,
  Colleen B.
  Executive Ambassador
  GA *********

• Review fromPatricia G

  Date: 04/19/2023

  2 stars

  Patricia G

  Date: 04/19/2023

  I recently stayed at the Hilton Papeete ( French Polynesia) . I have an Hilton Honors account and asked to receive my Honor rewards for the stay. They told me that because I made my reservation via Expedia that I do not get the reward. I feel that I paid to stay at the Hotel regardless of how I made my reservation. I should get my reward points!!! Hilton’s rewards information does not say you only have to make reservations directly through Hilton in order to get the rewards point. This is a TOTALLY UNFAIR and very annoying policy

  Hilton Worldwide

  Date: 05/07/2023

  Dear Ms. G*****,
  I am writing in response to your complaint via the Better Business Bureau's website about the reservation you made through Expedia for a stay at the Hilton Papeete. As our Customer Care team member explained, stays booked through third parties are not eligible for Hilton Honors benefits, including accrual of Honors points.
  You find the details of this in the 'Accrual of Points' section of the Hilton Honors program's terms and conditions (https://www.hilton.com/en/hilton-honors/terms/#accrual-of-points). For ease of reference, here is the relevant part:
  "A "stay" is defined as the total number of consecutive nights spent at the same hotel, whether or not a guest checks out and checks back in again. Specifically excluded from the definition of "stay" are the following types of ineligible stays: wholesale/tour operator packages; contracted crew rates; travel agency discount rates; packages exclusively for casino player card holders; unauthorized Members staying on Go Hilton Team Member or Family & Friends Travel Rates; stays secured utilizing Hilton Grand Vacations Club and Hilton Club timeshare programs, HiltonGetaways.com bookings; Hilton Grand Vacations marketing packages with a sales presentation requirement; complimentary or barter rooms; NET Group rates; Series Group or IT Group rates; contracted Entertainment or Encore rates; third party websites bookings (irrespective of rate paid); and "opaque" channel bookings where the brand may or may not be known at the time of purchase.
  Hilton Honors Points (or stay credit) may not be earned (including as a My Way benefit) for or during ineligible stays, including without limitation, folio charges incurred during ineligible stays.'
  I am sorry that we are not able to award points for this stay. In the future, I encourage you to make your reservations direct with Hilton, on our smartphone. via the phone, on the web, directly with our hotels or via an IATA member travel agency. Hilton guarantees you will get the best price by booking directly. (For details, please see: https://www.hilton.com/en/p/price-match-guarantee/ . With best regards, David R / Executive Customer Relations / SF *********

• Review fromDanielle R.

  Date: 04/12/2023

  1 star

  Danielle R.

  Date: 04/12/2023

  Back in October 2022, I had set up a wedding block- I told them I did not want to be responsible for paying for everyone’s rooms. A few days after my stay, my card was charged $1900 for the rooms we did not use. No one told me I needed to cancel or provided any info regarding their policies. I have been going back and forth between departments for 6 months now, no one is helpful or even cares. On 3/28, Laura with guest assistance admitted Hilton made a mistake in setting up the reservation and said I would get a refund but I never did. I called back and now they are denying it, saying they cannot listen to the call with Laura and they are blaming the hotel for not approving the refund while the hotel is saying they aren’t able to approve the refund because it needs to go though guest assistance since it is an HRCC block. This company is so disorganized, no one knows what they are doing, I get a different answer every time I call them! On top of that, the lack of customer service is truly offensive. Hilton does not care to resolve my issue, they are just quick to blame other departments. I’m sure this will go no where, just like it has the last 6 months. Do better Hilton.

  Hilton Worldwide

  Date: 05/04/2023

  Dear Danielle C******,
  Thank you for your Better Business Bureau review regarding the room block you made at the Home2 Suites by Hilton Rochester Henrietta.
  First, let me say congratulations on your wedding!
  Danielle, we are sorry to learn that you were charged for the rooms that your guests did not occupy. I can certainly understand how upsetting it must have been for you to receive these charges.
  In reviewing the reservation, you agreed to a 21-day cancellation policy. Due to you not canceling the rooms by the deadline provided to you in the confirmation email sent on 7/5/2022.
  Regretfully, due to you canceling the rooms prior to the deadline, the hotel charged you for one night plus tax for the rooms that they held for your guests. I know this is not the outcome you had hoped for, but we are not able to issue a refund for the reservations that were no-shows/late cancel
  We thank you for taking the time to share your feedback with our offices and for your loyalty to the Hilton brand.
  Best regards,
  Colleen B.
  Executive Ambassador