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 fromChristy E

  Date: 03/04/2023

  1 star

  Christy E

  Date: 03/04/2023

  The absolute worst customer service! Don’t waste your time or money with this hotel chain. If you have problems with your stay, you will not get anyone profession to help or, nothing will get resolved! They only want your MONEY! Book with a different hotel chain. This is your warning!

  Hilton Worldwide

  Date: 04/06/2023

  Dear Christy,
  
  As I confirmed with you by phone and email, we thank you for letting us know of your concerns and for giving us the opportunity to address them.
  
  With best regards,
  
  
  David R
  Executive Customer Relations
  SF 161117313
  

• Review fromAM B

  Date: 02/27/2023

  1 star
  We reserved and paid for 2 suites well in advance. We called prior to our intended stay and were assured our reservations were in place and we could check in at 3 pm. We arrived and were told by the front desk that neither of our suites was available due to an oversight by their sales department booking more rooms than were available. We asked for assistance and were told that just because we paid for rooms, there was no guarantee we would receive them, and there was no guarantee we could check-in. We waited for almost 2 hours because we had already paid several hundred dollars and had no other lodging options for our family. When we finally got a room that evening, there were NO towels in the room - in either room, except for some washcloths. We were told that room service would bring some to us when we asked, but never received them. We waited until the next day and we asked on FOUR separate occasions for towels, and eventually gave up. We drove to Walmart, bought towels, and then took a shower in ONE of the hotel rooms because the OTHER hotel room had NO electricity in it from the bathroom and sleeping area. I found out there was no electricity by trying to go into the bathroom, trying to use the light, then in PITCH DARK, I fell and hit my head on the counter, resulting in a bruise on my eye and face area. I told the front desk, & the woman NEVER SENT MAINTENANCE, she never gave us towels, and she never helped us get a room with working electricity. I have a video of the room demonstrating the electricity did not work. I took several photos and videos to show the manager, but she refused to assist us and hid in the back room every time I asked for help at the desk. Nobody would answer when we called the front desk from our room, and nobody returned our messages. In ADDITION to this, we were charged almost $160 for incidentals over a week ago and STILL have not had those funds returned to our account, despite our 2 suites having been paid in advance. Disgraceful!

• Review fromRay S.

  Date: 02/26/2023

  1 star

  Ray S.

  Date: 02/26/2023

  Hampton Inn by Hilton at Fort Walton Beech failed to tell me that they were going to charge a 10.00 a day parking fee. When I checked out I noticed it on my bill. I questioned the front desk and he basically told me, it is what it is. I will no longer be a guest for Hilton and will definitely be an advocate against them. They should have explained this to me when I checked in. This is just like stealing.

  Hilton Worldwide

  Date: 03/15/2023

  Dear Mr. S****,
  Thank you for speaking with me this afternoon and for taking the time to let us know via the Better Business Bureau, about the unpleasant surprise you got when you checked out of the Hampton Inn in Fort Walton Beach, FL and were told that the $10 parking fee you had seen on the hotel’s website was per night, not per stay. As we discussed (and as I detailed in an email Is sent you) I have sent a report of your experience to the hotel’s General Manager so that she can sort out the way the parking fee is being disclosed.
  With best regards,
  David R
  Executive Customer Relations
  SF 161109327

• Review fromMike M

  Date: 02/24/2023

  1 star

  Mike M

  Date: 02/24/2023

  Not sure how I got signed up for their "random" drawings, but I never signed up. Not interested as it is outside of what I can afford even with a discount. No matter how many times I request my number to be removed it never happens. Desperate much?

  Hilton Worldwide

  Date: 03/01/2023

  Dear Mr. M*****, 
  Thank you for your Better Business Bureau review. 
  Hilton is aware of the use of our name, branding, and likeness to obtain personal information. Hilton does not use computer-generated voices or robot callers and/or call customers to purchase vacation packages. 
  We apologize for any inconvenience this matter has caused.  Thank you for reaching out to us and bringing this to our attention. 
  Best regards, 
  Colleen B. 
  Executive Ambassador 

• Review fromEddie r

  Date: 02/19/2023

  1 star

  Eddie r

  Date: 02/19/2023

  They charged me 300 dollars to clean the room because I left some balloons and some rose petals on the floor. This is a terrible establishment and it's painfully clear they only want to steal money from their guests. Whatever you do , please do not book this hotel. Even a motel 8 would be a better choice than this dump

  Hilton Worldwide

  Date: 03/08/2023

  Dear Mr. R****, while I can understand your unhappiness at the cleaning fee you were charged, we have received confirmation from the Operations Director of the independently owned and managed Hilton in Hartford, CT. that the large number of rose petals left in the carpet, clogged their usual cleaning equipment and that the room you occupied was not available for use for guests on the night of your departure. Accordingly, the tem at the hotel has denied your request for a refund.
  With best regards,
  David R
  Executive Customer Relations
  GA 158266531

• Review fromRichard B

  Date: 02/19/2023

  1 star

  Richard B

  Date: 02/19/2023

  Was offered to stay on the line to listen to promo offers and in exchange I would receive 500 Hilton points. We are in the process of scheduling summer vacation, so I though "what the heck". Listened to the options none worked out for me, and all were tied to a time share 2 hr presentstion, so I said no thanks. Within 2 minutes I was booked for a stay...this same night 2/18 for a Hilton in Wyoming....I love and am in NC.
  I had to call the Hilton in Sheridan, Way to cancel, but I am 99% it was the guy that was seeking commission to book me somewhere went a head and added he reservation.
  I would like someone at Hilton to reach out and explain themselves and let me know disciplinary action has been taken.

  Hilton Worldwide

  Date: 02/28/2023

  Dear Mr. B********, 
  We are sorry to learn of your experience with the Hilton Grand Vacations agent and that he made you an unwanted reservation.
  In 2017, Hilton spun out its timeshare business to create a separately listed and independent company named Hilton Grand Vacations (NYSE: HGV). 
  Please reach out to Hilton Grand Vacations at ************** for assistance. 
  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 159374048 

• Review fromRhonda S

  Date: 02/18/2023

  5 stars

  Rhonda S

  Date: 02/18/2023

  The Homewood Suites National Airport rescued me at 12:30 in the morning after I was evicted from the Quality Suites National Airport after a series of errors that hotel caused. Ultimately, the eviction was over the 12-week-old puppy in my possession. My error for not looking for the property's pet policy, but THEIR error for having an extremely dark hotel lobby, as the pet carrier was in plain sight, less than 4 feet from the face of the night clerk.
  I'm so grateful to Homewood Suites for their hospitality and comfort at a time when I was honestly terrified. The other hotel wouldn't even offer me advice on where I might stay nearby. After two Uber rides, I discovered the Homewood Suites--which welcomes pets and people--was just across street from the Quality Suites.
  THANK YOU, Homewood Suites, for rescuing me.

  Hilton Worldwide

  Date: 03/08/2023

  Dear Ms. *****,
  We are delighted that you had such a memorable experience with our Team Members. We have shared your message with the team at the hotel so that they will be recognized for their fantastic work. Thank you for being part of our Hilton family, and we hope you stay with us again soon.
  With best regards,
  David R
  Executive Customer Relations
  GA 160280564

• Review fromCraig M

  Date: 02/17/2023

  1 star

  Craig M

  Date: 02/17/2023

  My family and I booked a room for 3 nights Feb 16-19 2023. The room was price pretty high due to the demand of it being the weekend before Mardi Gras which I totally understand. The room was not clean and it appeared there has been several years of neglect to the property. I try to always stay at Hilton properties because you typically get a well maintained clean room. The shower drain was extremely slow and the floors inside the room felt as if the boards underneath were about collapse. Fortunately New Orleans is a fun city and we will not have to spend much time at this property. The sad thing is that the most of the hotels are already booked so we can’t find another room and we’ve already paid well over $1000 for the 3 night stay. Please don’t stay here if visiting the area. Maybe we just got a bad room?

  Hilton Worldwide

  Date: 02/24/2023

  Hi Mr. M********,
  Thank you for taking my call today to discuss your concerns regarding the cleanliness and maintenance challenges your family experienced at the Hilton Garden Inn New Orleans Airport. It was a pleasure speaking with you.
  I apologize again for falling short of our commitment to providing an exceptional experience for your family. We strive to provide only the highest level of cleanliness and quality accommodations for our valued members and guests, and we regret we fell short of these expectations on this occasion. I assure you we have shared 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 overall guest experience.
  I was happy to offer Hilton Honors Points for your disappointing cleanliness and maintenance experience. I have deposited the points into your account. Please allow up to 24 hours for them to reflect in your online balance.
  Mr. M********, your voice is critical to our success, and I would like to thank you again for sharing your experience. Service Excellence is vital when building and maintaining our customer base, and we appreciate you choosing the Hilton Portfolio of Brands for your travel and hospitality needs. We hope to welcome you back soon.
  Best regards,
  Mia G.
  Executive Ambassador
  Hilton Executive Customer Relations

• Review fromCarly C

  Date: 02/13/2023

  1 star

  Carly C

  Date: 02/13/2023

  I was an idiot and payed in advance for a stellar deal if I went to a time share presentation. I know, it was stupid. Everytime I try to book dates they are full. I am going to wind up eating the money because the hassle isn't worth it. Please, don't be an idiot like me and purchase an advance trip from Hilton!

  Hilton Worldwide

  Date: 02/21/2023

  Hi Ms. C******,
  I am responding from the Hilton Executive Office regarding the concerns you reported about your experience purchasing a package with Hilton Grand Vacations.
  I'm sorry for your disappointing experience with Hilton Grand Vacations. While they are a third-party partner of Hilton, Hilton Grand Vacations has been a separately listed and independent company since 2017. As such, I called you and explained that I would be happy to forward your concerns to the Hilton Grand Vacations management team and request they contact you for assistance. As you declined and advised you were okay, we will consider the matter closed.
  Thank you for sharing your feedback with us, Ms. C******. Service Excellence is vital when building and maintaining our customer base, and we appreciate you choosing to stay at our Brands for your travel and hospitality needs.
  Best regards,
  Mia G.
  Executive Ambassador
  Hilton Executive Customer Relations

• Review fromDavid C

  Date: 02/12/2023

  1 star

  David C

  Date: 02/12/2023

  I stayed at the Hilton Garden Inn in Jackson MS off west capital street. This is the worst experience I have encountered at a hotel. First of I all digital key didn’t work. No problem. Once I got some keys and walked in my room. I noticed a big dip in one of my beds. It was broke. I found a house pack on the floor. My rolling track was off my closet. One of the desk clerks offered me a free breakfast the next morning. It was ok. I went back to my room to collect my stuff for the conference I was at and my key didn’t work. So I had to go back downstairs to get it fixed. They couldn’t fix it so she had to call Maintenance to let me in my room. She said hopefully she will have it ready when I get back from my conference this evening. I had to lock my personal items in one of my co workers safe because mine was locked. I reported it to the front desk and Maintenance worker. Still didn’t get it fixed. Jackson is having water issues. So when you first turn the water in it’s brown. My towels had a smell to them like they didn’t wash them. They just folded them up. I payed or my room by check when I got there in the 8 of Feb. The bill was $278.00 for 2 nights. I looked at my card where I reserve my room on. My card is know showing a pending for $410.00 and I was charged for the breakfast. They told me to wait for five business days. Hopefully it will come off. Oh yeah! I did ask for another room. It was none available.

  Hilton Worldwide

  Date: 03/12/2023

  Dear Mr. C*****,
  Further to my email of March 8, you detailed four broad sets of issues: 1) the digital key and then the door lock; 2) problems with your rooms furniture and fittings; 3) housekeeping issues with towels; and 4) billing questions regarding a complimentary breakfast and a hold on your bank card of $410.
  Thank you also for your email of March 12 in which you confirmed that the hold was released for your card and that the misunderstanding over the charge for breakfast was resolved.
  Please accept our apology for these problems. The team at the hotel has taken steps to ensure they won’t happen again.
  We are grateful that you took the time to let us know of your concerns and for giving us the opportunity to resolve them.
  With best regards,
  David R
  Executive Customer Relations
  GA 160286472