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 fromMichelle H

  Date: 04/10/2023

  1 star

  Michelle H

  Date: 04/10/2023

  DO NOT rent a room here. I had booked a room here for March 30, 2023 and DUE to unforeseen circumstances I had to cancel 2 days before due to a family emergency that was out of my control.
  
  Here I am crying on the phone and the Manager didn't give one shit about my situation ONLY money in their pocket!
  
  I spoke with a Wonderful Gentleman who stated that he put notes in my account for a FULL REFUND so when Expedia called they stated there were NO Notes and Pretty much called me a LIAR on the phone.
  
  The Managers are DISRESPECTFUL and RUDE! I booked this through Expedia and Expedia has been trying to get them to REFUND me back my money of $1,322.36 BUT these Pieces of S*** keep playing games.
  
  I love EXPEDIA!! (Thank you Expedia for trying)
  
  I am posting this all over the web, I even posted on BBB and I did contact the MEDIA!
  
  RETURN MY MONEY! When are we all going to STOP allowing these Hotels to RIP us off?
  
  I will not stop until I get my full refund! This is just the beginning.

  Hilton Worldwide

  Date: 04/12/2023

  Dear Ms. H****,
  Thank you for letting our offices know that the hotel has assisted you with resolving your concerns.
  Ms. Haley, thank you again for sharing your feedback with us. Your loyalty and trust in Hilton are valued, and we hope that the steps taken to advocate and liaise on your behalf demonstrate our desire to restore your faith in Hilton. We genuinely hope you will continue to choose the Hilton Portfolio of Brands for your travel and hospitality needs.
  Best regards,
  Colleen B.
  Executive Ambassador

• Review fromDahlia M

  Date: 04/10/2023

  1 star

  Dahlia M

  Date: 04/10/2023

  The Hilton in Santa Clara on 4949 Great America Parkway, Santa Clara, CA is racist and stole $1,500 cash out of my hotel room safe. They lied to the police about it and laughed in my face and treated me extremely poorly. They made rude comments towards me, the entire staff is racist. I will never stay here again. Thieves and no shame for it either

  Hilton Worldwide

  Date: 05/03/2023

  Dear Ms.M******,
  We are very sorry to hear of the reported loss of money from your room. As the team at the hotel explained, the independently owned and managed Hilton Santa Clara cannot accept responsibility for guest property that is not turned into the front desk for safekeeping in exchange for a receipt. We note that the local police department confirmed that there was not sign of forced entry to your room. The electronic door lock did not record any unauthorized entry and the in-room safe indicates that it was not used during your stay.
  In your complaint, you raised concern about racism. We reviewed this matter with the team at the hotel and found nothing to indicate that was the case. We want to be very clear that Hilton is a company that welcomes all, including a diverse range of team members and 160 million guests each year from all parts of the world. We believe that hospitality and inclusiveness both are at the core of who we are as a company.
  We apologize without reservation if you formed the impression that the team at the hotel approached this matter with a lack of seriousness. The report from the team at the hotel included the following: “I assure you that no one laughed, this is a serious matter, and we were speaking to someone with authority [the police]. Definitely not a laughing matter. We explained to the officer that nothing was left behind… Mrs. M****** is a Diamond member and everyone gave her the most utmost respect”.
  With best regards,
  David R
  GA *********

• Review fromStephen T

  Date: 04/07/2023

  1 star

  Stephen T

  Date: 04/07/2023

  When I checked in for the weekend with my group at the Hilton Garden Inn in Colonial Heights, Virginia on March 31, 2023, I was told I had been moved, with 19 other members of my group, to a nearby Comfort Inn. Hilton said it was because of them overbooking the hotel. What is most concerning is that my credit card information was sent to Comfort Inn without my knowledge or approval. Hilton said the person from my group who was coordinating our rooms approved this. It does not matter what he or any other third person said. The ONLY person who can approve my credit card information being given to another business is me.
  The customer service representative who responded to my written letter to Hilton did not acknowledge this huge breach of my privacy and security.

  Hilton Worldwide

  Date: 04/12/2023

  Dear Mr. T********,
  It is my pleasure to assist you with the Better Business Bureau review that you submitted regarding your experience with the Hilton Garden Inn Richmond South/Southpark.
  After reviewing your correspondence, I express my most sincere apologies for your experience with the hotel having to move you and 19 people from your group to the Comfort Inn. I can certainly understand your frustration with the hotel providing the Comfort Inn with your credit card information. We take the security of our guest's information with utmost importance.
  The management team has let our offices know that they contacted the organizer of the group who gave them permission to move your reservation to the new hotel. We understand that you did not give permission for your credit card information to be shared with the Comfort Inn and apologize that the hotel did not reach out to you directly.
  The hold that was placed on your credit card is standard practice and is listed in the confirmation email you received when booking your reservation.
  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.
  Mr. T********, 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

• Review fromCandy S

  Date: 04/05/2023

  1 star
  I checked into the Hampton Inn Southwind on Hacks Cross on 3/25/2023. My brother in law, Thomas Wortham, Sr., reserved 3 rooms. 224, 228, 230. I was in room 230. I walked into the room and the "dirt" smell hit me in the face. I was afraid to put my bags down. The chair was soiled. The sofa was worn and dirty looking. I sat my pocketbook and and tote bag on the desk and didn't open my suitcase. I went to the front desk and asked the man for Febreeze and clorox wipes. I told him about the smell. He apologized. He gave me a spray bottle of watered down freshener and a container of wipes. I asked if I could spray the curtains and floor. I sprayed to no avail. I moved the soiled chair in the room with the sofa and moved two leatherette hassocks into my bedroom. I wiped those down and placed my suitcase on it. I basically, felt like I had to clean the room. Counters, phone, switches, remote, etc. I have stayed in Hilton Hotels over the years and this was not what I expected. I was very disappointed. On the last day as I was getting dressed. I lifted up my pillow for some reason and saw something red and moving. I was so worried. Do I, now, have bed bugs? Am I taking them home with me? Will I give them to my siblings riding in the van? It's almost a week later and I am still watching for any signs of bedbugs. I am so disappointed in Hilton! I told the day Manager about the bedbug. She took one day off charge off my room and gave my brother in law some Hilton points. She was very non chalant. Like she knew there was bedbugs. I would not recommend this place. I will be weary of staying in Hampton Inn in the future.

• Review fromAndre M

  Date: 04/04/2023

  1 star

  Andre M

  Date: 04/04/2023

  Hilton Honors customer service is disgusting, spoke to a representative in corporate office who claims her name is Sophia. This representative was rude and very unprofessional, apparently she doesn’t know certain cell phones can tell when the other party places the call on MUTE. So while I was explaining my issue with the honors reward program she kept, muting the call or place me on hold to avoid answering my questions. When I inquired to speak to a supervisor, I was told Hilton representatives aren’t able to transfer calls and supervisors don’t speak to customers! When I asked for her last name or representative ID number, I was told we don’t give YOU people that information. Who is “YOU” people? I asked? Shortly after the statement she ended the call.
  
  
  Hilton Honors
  
  I’m a Gold status member, apparently Hilton doesn’t, accredited any points to your account or night stays unless you book through their website only, which is idiotic, and although the stays are registered to your account when booking through a third party website like bookings or Expedia they will not give you points. Even making a simple reservation via phone, agent or some form of concierge service, then walking into an actual Hilton hotel, provide your honors number and paying with your credit card, they still won’t accredited you points. WEBSITE ONLY. The only benefit you get booking outside of their website is a Free water.
  
  Between the horrible customer service and the fraud of an honors reward program I DO NOT RECOMMEND THIS REWARD SERVICE, MARRIOTT BONVOY OR AMEX TRAVEL IS A BETTER OPTION. ITS NO WONDER THEIR CUSTOMER RATING ACROSS ALL PLATFORMS IS SO LOW
  

  Hilton Worldwide

  Date: 04/12/2023

  Dear Mr. M*****,
  It is my pleasure to respond to the Better Business Bureau review you left regarding your service experience with our agents.
  Mr. M*****, we apologize for the service you were provided with and that our agent kept muting you while you were speaking. Our goal is to provide only the highest level of customer service and accommodation for all guests who choose to stay at a Hilton-branded hotel.
  Per Hilton terms and conditions https://www.hilton.com/en/hilton-honors/terms/ listed under accrual of points regarding 3rd party bookings are not eligible for stay/night / and points credit: 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.
  As a goodwill gesture for the service issues you experienced, I added 10,000 Hilton Honor points to your account. The points will be available immediately for your enjoyment.
  Certainly, this will not change your experience, but 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.
  As no improvements are made without honest dialogue with our guests. 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 apologize again for your overall experience.
  Best regards,
  Colleen B.
  Executive Ambassador
  GA 164332024

• Review fromKim M

  Date: 04/03/2023

  1 star

  Kim M

  Date: 04/03/2023

  Disgusting property, total disrepair and dirty. Do not stay here, the worst hotel night I have ever experienced. The rooms are old, dirty, and HVAC and phone lines don't work. The owners are apparently aware and don't want to spend the money to replace anything. The bed was lumpy, old, and the room was almost 80 degrees. The sliding door has no screen and there was a man screaming obscenities at 11 PM at night. I had to call the front desk from my cell phone because the phone lines were dead. The parking lot is small and unmanageable and the breakfast food was not edible. The fitness room has rot on the floor and ceiling and the pool water looked murky and spa had foam overflowing from it, Every single thing in this building needs to be revamped/updated. Was this building used as a homeless shelter during COVID?

  Hilton Worldwide

  Date: 04/16/2023

  I am sorry to hear of the disappointment you experienced in this visit.
  
  I understand that the team at the hotel has refunded 30% of the cost of your stay as a gesture of amends and goodwill.
  
  GA 163337079

• Review fromDarius P

  Date: 04/03/2023

  1 star

  Darius P

  Date: 04/03/2023

  HAMPTON INN & SUITES FT. LAUDERDALE AIRPORT/SOUTH CRUISE PORT Has been my worst hotel experience ever, I stayed at this property 03/16/23, A hour or so after checking in I noticed bugs were on crawling over my bed the floor and walls, I made a few videos of the bugs took the videos to show the lady at the front desk and requested a room change, She was very apologetic about the situation however stated she could not change my room because they were completely sold out, she said that for the inconvenience she would issue me a full refund back to my credit card and that she would also credit my Hilton Honors account 30,000 points for the inconvenience. A few weeks went past. I never received the additional points I called back, spoke with a manager by the name of Joseph, who told me that even though I was promised this he can’t honor it, which is really sad, to have to sleep with bugs and receive no accommodation.

  Hilton Worldwide

  Date: 04/12/2023

  Dear Mr. P****
  It is my pleasure to respond to the Better Business Bureau review you completed regarding your stay at the Hampton Inn & Suites Ft. Lauderdale Airport/South Cruise Port.
  Mr. P****, please accept our sincere apologies that you found a roach in your room. We always strive to provide clean, quality accommodations 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.
  To make amends for your experience, the hotel refunded the cost of your room in the amount of $213.08. We do apologize, but we are not able to provide you with additional compensation as we do not provide compensation beyond what a guest spends at a hotel.
  Thank you again for sharing your feedback with us. Your loyalty and trust in Hilton are valued. We genuinely hope you will continue to choose the Hilton Portfolio of Brands for your travel and hospitality needs.
  Best regards,
  Colleen B.
  Executive Ambassador
  GA 163244734

• Review fromAmy B

  Date: 03/31/2023

  1 star

  Amy B

  Date: 03/31/2023

  If I could give the Hilton Garden Inn in Kenner, LA a -50,000, I would. The management there is horrible. I only stayed there Feb 11-17th 2023, out of convenience because I was taking the Louisiana Bar exam. The stay was a nightmare! The room that I was initially given wreaked of dog urine and there was a choir of barking dogs across the hall from my room. Next, I was moved to another room that had someone in it. When I used my key card to get into the room, the latch was on the door; I was terrified, it could had ended badly. The front desk informed me that the door gets stuck at times but when maintenance came it would not open at all because someone was holding it shut. It took another hour and a half for me to get a room. I spoke with management a couple days later and was assured that I would be refunded for three nights, unfortunately he did not uphold his end of the bargain and only refunded me $71 and told me that if I contact corporate, it would not work in my favor because it will just go with what he says. The management there is horrible and unprofessional, and the hotel should not be branded with the Hilton name. I spent over $1,000 for such an unpleasant and nasty stay at what is supposed to be a Hilton! I have made several complaints to no avail and when I reached back out to the hotel on several attempts, I was told that they were aware that the amount refunded was not sufficient and that it would be corrected and refunded by the manager returned, but that was a lie. Something must be done!

  Hilton Worldwide

  Date: 04/16/2023

  From Hilton - Executive Customer Relations
  Please see the following self-explanatory response from the independent managers and owner of the hotel:
  GUEST WAS GIVEN A REFUND AT THE MAX AMOUNT AGREED BY MANAGEMENT. GUEST WANTS MORE. MANAGEMENT REFUSED. MANAGEMENT WAS INFORMED THAT THIS GUEST DID THE EXACT SAME THING LAST YEAR WHEN SHE ATTENDED THE BAR ASSOCIATION TEST AND COMPLAINED AND GOT HER MONEY BACK. GUEST WAS OVERHEARD TELLING AN EMPLOYEE THAT SHE PLANNED TO DO IT AGAIN LIKE LAST YEAR.
  GUEST WILL NOT GET ANYMORE REFUNDS AS SHE HAD THIS PLANNED TO TAKE ADVANTAGE OF THE HOTEL. NOTES HAVE BEEN MADE TO INSURE GUEST WILL NOT BE ALLOWED HERE OR TO DO THIS AGAIN!
  GA ********* * *********

• Review fromMORRIS A

  Date: 03/27/2023

  1 star

  MORRIS A

  Date: 03/27/2023

  HAMPTON INN- KINSTON NC---- I AM A DISABLED VET, AND I HAVE A BUSINESS. I STAY AT THIS HOTEL AT LEAST TWICE A MONTH. THE MANAGER WAS VERY RUDE, AND VERY UNPROFESSIONAL. SHE REFUSED TO SPEAK TO ME AND ASK ME TO LEAVE THE PROPERTY. THEY REFUSED TO COMPENSATE ME AFTER MY PARTNER WAS BITTEN BY BUGS AND ASK US TO LEAVE. WE NEVER RAISED OUR VOICE OR WAS DISRESPECTFUL. THIS IS NOT OKAY. I SERVED MY COUNTRY FOR 24 YEARS TO BE TREATED LIKE IM NOT WORTHY AND I AM VERY UPSET AT THE FACT THAT HAMPTON INN DOESNT SEE A PROBLEM WITH THIS

  Hilton Worldwide

  Date: 03/30/2023

  Dear Mr. Morris A***** Jr.
  Thank you for providing me with the information I requested. Please be aware, as your name does not appear on the reservation, I am unable to discuss the stay of another guest per our privacy policy
  Please have the guest listed on the reservation contact the hotel directly for assistance.
  Best regards,
  Colleen B.
  Executive Ambassador

• Review fromchinetta r

  Date: 03/27/2023

  1 star

  chinetta r

  Date: 03/27/2023

  HAMPTON INN, KINSTON NC LONG STORY SHORT......I AM A HILTON HONORS MEMBER/GOLD STATUS....I RESERVED A ROOM AT THIS HOTEL THAT I STAY IN FREQUENTLY DUE TO BUSINESS. I RESERVED A ROOM IN MARCH 2023. CHECKED IN, TOOK A SHOWER, AND WENT TO BED, FELL ASLEEP AND WOKE UP DUE TO SOMETHING BITING ME. MY ARMS, NECK, AND BACK HAD BITES ALL OVER THEM. I CALLED THE FRONT DESK TO TELL HER WHAT HAPPENED, WENT DOWN TO THE FRONT DESK, AND THE CLERK SAID PER MANAGEMENT RULES IF THERE IS AN INCIDENT LIKE THIS, SHE WOULD HAVE TO GIVE ME A REFUND, AND I COULD NO LONGER STAY THERE. DUE TO THE FACT THAT IT WAS LATE AND THE CLOSEST HOTEL WAS 45 MINUTES AWAY MY PARTNER DIDNT WANNA RISK THE DRIVE BECAUSE WE WERE BOTH TIRED. WE SLEPT IN THE DINING AREA BECAUSE THEY WOULDNT GIVE US ANOTHER ROOM EVEN THOUGH WE PAID TO STAY AND NEVER GOT A REFUND. WAITED FOR MANAGEMENT TO COME IN THE NEXT MORNING AND SHE ARRIVED AT 805, AND WE SPOKE TO HER AT 845. WE BEGIN TO EXPLAIN TO HER THE SITUATION AND SHE REFUSED TO SPEAK TO US, AND TOLD US TO LEAVE THE PROPERTY. WE NEVER RAISED OUR VOICE OR ANYTHING.WE CALLED THE POLICE BECAUSE WE WANTED TO SPEAK TO HER. THE MORAL OF THE STORY IS...THIS HOTEL HAS BEDBUGS AND INSTEAD OF MANAGEMENT TAKING CARE OF US, SHE CHOSE TO PUT US OUT AND NOT REFUND OUR MONEY. SHE WAS VERY RUDE, NO COMMUNICATION SKILLS, AND ITS SAD BECAUSE WE STAY AT THIS HOTEL AT LEAST TWICE A MONTH AND NEVER HAD A PROBLEM, BUT THE MOMENT WE DO, WE ARE PUT OUT AND THATS NOT FAIR. BAD BUSINESS FOR HILTON!!!

  Hilton Worldwide

  Date: 04/18/2023

  Dear Mrs. R*********,
  I requested a refund check of $75.54 be issued. Please allow 30 business days for the refund check to arrive.
  Mrs. R*********, your voice is critical to our success, and I appreciate you taking the time to share your feedback with us. These details allow us to assess the service we are providing and make us aware of opportunities for improvement. Thank you for choosing Hilton for your hospitality needs.
  Best regards,
  Colleen B.
  Executive Ambassador
  GA 159663390