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 fromMargaret L

  Date: 02/09/2023

  1 star

  Margaret L

  Date: 02/09/2023

  The Hilton Hotel Motif in Seattle did a bait and switch. We made a reservation on Priceline for a 1200 sq foot room. When we got there, to get that room they charged us an additional $500.00 dollars a night. They said the info on Priceline was incorrect. We showed them the screen shot of the room, price and square footage. Their excuse was that they were new to Hilton. There were other issues including getting extra blankets, trying to use the Alexa in the room as the signage directed (but didn't work for getting items like a forgotten toothbrush, etc.) The restaurant is not open every evening, which was not posted. Sorry to say the Hilton Motif is not a place I would recommend.

  Hilton Worldwide

  Date: 02/16/2023

  Dear Ms. L*************,
  I am responding from the Hilton Executive Office regarding the service and room assignment concerns you had with the Hilton Motif Seattle. Thank you for sharing your feedback with us.
  I apologize for the inconvenience and frustration this matter caused you. We strive to deliver only the highest level of service and care for our valued members and guests, and we regret you experienced anything less than that. Please be assured we have shared your feedback for internal review as we continue to improve our guest experience.
  We realize it was dismaying to learn upon arriving at the hotel that the description of the room reserved through the third-party was wrong. While we cannot assume responsibility for errors on a third-party booking site, we are happy to learn the hotel’s General Manager ensured a satisfactory resolution for you. Additionally, the hotel is following up with the third-party to report the concern to ensure an update of the information in question.
  Ms. L*************, 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 keeping our customer base, and we appreciate you choosing the Hilton Portfolio of Brands for your travel and hospitality needs.
  Best regards,
  Mia G.
  Executive Ambassador
  Hilton Executive Customer Relations

• Review fromHank G

  Date: 02/09/2023

  3 stars

  Hank G

  Date: 02/09/2023

  We have been a Hilton Honors acct. holder for many years. For my Jan. 31 and Feb. 1, 2023 stay at the Las Vegas HGI, I was quoted $155 per night. Upon check out, the bill was for $224 and $2??. I called Hilton Honors and was not able to make any progress. The credit card company will be asked to reverse the charge until Hilton can correct the mistake. It is important that Hilton be very sure to not change reservations or add any additional fees not agreed to when making the reservation. Having a 1.21/5 rating on the BBB is very disappointing indicating Hilton is not keeping up with quality customer service.

  Hilton Worldwide

  Date: 03/08/2023

  Dear Mr. G********,
  On February 15, I sent you an email, which I explained why I do think there was a billing error and said in part: " If you can send me the documentation I mentioned, I would be happy to approach the team at this independently owned and managed property to request a refund as appropriate."
  I do not appear to have received a reply. Accordingly we are closing our files on this matter. If you would like me to revisit the matter, please let me know by replying to the email I sent you on February 15.
  With best regards,
  David R
  Executive Customer Relations
  SF 157810926

• Review fromJames and Gloria B

  Date: 02/09/2023

  1 star

  James and Gloria B

  Date: 02/09/2023

  Hampton by Hilton- We stayed at the Hampton by Hilton in Gulf Shores 1 night and was charged for 7 days.The hotel was run down our room was freezing cold and the conditions of the hotel was dirty pool and dirty balcony and uncomfortable conditions. We spoke with the manager and told her we wanted to check out for the above reasons. She told us we would only be charged for 1 night stay. But we were charged for a week and this was September 11th and we checked out September 12th. We were charged 2,200.09. For 1 night stay. The Hampton and Hilton and reservations . Com all are blaming each other for no one wants to refund our money. We have been working on this since our stay. They took advantage of a disable veteran.

  Hilton Worldwide

  Date: 02/23/2023

  Hi Mrs. B*****,
  Thank you for taking my call today to discuss your concerns regarding your refund for your and Mr. B*****’ disappointing experience at the Hampton Inn & Suites Orange Beach/Gulf Front. It was a pleasure speaking with you.
  Please accept our sincerest apologies for the inconvenience this experience has caused you and Mr. B*****. Our goal is to provide only the highest level of service and quality accommodations for our valued members and guests. We deeply regret we fell short of these expectations on this occasion. I assure you we 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 understand your frustration regarding the challenges you have encountered with the third-party booking company about your refund. As you filed a complaint through the Attorney General’s Office and the hotel’s corporate counsel responded to them, the hotel and the Hilton Executive Offices now consider the matter closed. I encourage you to continue to pursue your refund with the third-party company holding your funds, and I wish you the best of luck and genuinely hope you are successful.
  Mrs. B*****, your and Mr. B*****’ voice is critical to our success, and I would like to thank you 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 in the future.
  Warm regards,
  Mia G.
  Executive Ambassador
  Hilton Executive Customer Relations

• Review fromHenk v

  Date: 02/06/2023

  1 star

  Henk v

  Date: 02/06/2023

  Hilton offered me two free nights in Sedona and three days elsewhere for $199, including a sales pitch for timesharing. Two nights in Sedona were tentatively booked by a concierge. For the final dates, I should call the Sedona hotel. I called in my real dates. Suddenly, the offer was off the table. Because I was single (I'm not), the hotel refused to honor the promise. Additionally, the 3 days were withdrawn.
  A manager, Greg, said my wife must attend a sales pitch (???). The deal was off, and my money is hopefully refunded soon. Hilton Grand Vacations shouldn't pitch any offers they can't deliver. Now for the twist!
  Today, I called Hilton to book a normal room outside Hilton Grand Vacations. After I finished, I was asked to wait for a special offer. Surprise. It's Hilton Grand Vacations again! Repeating almost the same offer! Which they can't follow through with. The irony is that I was open to a timeshare, but they made it so untrustworthy that I can't take them seriously anymore. And it completely damages the Hilton brand for me.

  Hilton Worldwide

  Date: 02/14/2023

  Dear Mr. van E**,
  Hilton Grand Vacations is neither owned nor managed by Hilton. Hilton sold its interest in Hilton Grand Vacations in early 2017.
  You may address any questions to Hilton Grand Vacations by phone at **************.
  You may also leave a BBB review for the company at **************************************************************************************************** 
  With best regards,
  David R
  Executive Customer Relations
  Hilton Reservations and Customer Care

• Review fromDanielle T

  Date: 02/05/2023

  1 star

  Danielle T

  Date: 02/05/2023

  My husband and I flew to Phoenix to honeymoon in Sedona. We called Hilton reservations to book a room in Scottsdale for the night, with our Hilton Honors account. They said they would email us a confirmation, never got it. Called all the Hampton Inns in Scottsdale and no one had our reservation. Ended up at the Holiday inn and still got charged for the Hampton Inn. Called Hilton reservations NUMEROUS times and they couldn’t even find our reservation. Finally someone did, they said they would email us the confirmation. Never got the email. Called again, this person confirmed that our email was incorrect. How come the 4 other people I spoke to and gave my email didn’t realize it was wrong in the system? They were finally able to give me the number to the Hampton Inn we were booked at and the person said we were a no show and she couldn’t credit us back. Manager off until Monday. The service provided my Hilton was just embarrassing.

  Hilton Worldwide

  Date: 02/14/2023

  Hi, Ms. T*****:
  Thank you for sharing your disappointing service experience with us.
  I apologize again for the inconvenience and frustration this matter has caused you, and I'm happy I could assist with a satisfactory resolution. Please be assured we have captured this opportunity to broadly share your feedback as we continue to improve our guest experiences.
  Your voice is critical to our success, Ms. T*****, and we appreciate you allowing us the opportunity to assist with your concerns. Thanks again for choosing Hilton.
  Best regards,
  Mia G.
  Executive Ambassador
  Hilton Executive Customer Relations

• Review fromPlarent S

  Date: 02/03/2023

  1 star

  Plarent S

  Date: 02/03/2023

  I am extremely disappointed and frustrated with the Hilton Honors program. My hard-earned points have expired without any prior notification and despite multiple attempts to rectify the situation, Hilton Honors has failed to provide a satisfactory resolution.
  The lack of transparency and poor customer service from Hilton Honors is unacceptable. I have been a loyal member for many years and have spent a significant amount of money on stays at Hilton properties, yet my points were taken away without any warning. I find it unacceptable that the program would allow points to expire without proper notification, and even more unacceptable that they are unwilling to refund my points back to my account.
  The failure of Hilton Honors to resolve this issue has caused me a great deal of inconvenience and has left a negative impact on my overall perception of the brand. I am extremely dissatisfied with the way my complaint has been handled and I would like to bring this matter to your attention in hopes of finding a resolution.
  I demand that Hilton Honors take immediate action to refund my expired points back to my account and provide a clear explanation for their actions. The lack of consideration and disregard for their loyal customers is unacceptable and I expect better from such a reputable brand.

  Hilton Worldwide

  Date: 02/15/2023

  Dear Mr. S*****, Further to our recent exchange of emails, I confirm that you acknowledged that the forfeiture of your points was in accordance with the terms and conditions of the Honors program regarding dormant accounts. You have chosen not to re-instate the points you forfeited by paying the applicable fee. Neither did you accept my offer of re-instating 20% of the points with no charge. I regret that we were not able to arrive a better solution. But, as I explained, we must maintain the integrity of the Honors program for all of its more than 115 million members.

• Review fromDarrel w

  Date: 01/30/2023

  1 star

  Darrel w

  Date: 01/30/2023

  My issues with my stay at Hampton by Hilton cartagena.
  Terrible customer service. Dirty rooms. dusty vents with a moldy odor. The hallways carried an foul odor. My room was registered for 2 guest. They wanted to charge an extra fee. I was there for business and to see family. I have stayed there numerous times in past for years .My privacy was in violation because the front desk telling my other guest prior who was here and hour or so prior. This happned twice my stay. They released information that should had not be given to my guest. My privacy was violated..This is unprofessional and unsatisfactory. The policies weren't anywhere to be seen. The fraudulent charges were not online or the mobile application. Im a tenured customer. The manager customer service was unsatisfactory.He needs training and professionalism. They stated I can only have my guest in the lobby or rooftop pool area. I was being targeted and followed everywhere. lastly the front desk gave out customer sensitive information to my guest. That is not in compliance with my privacy. This is ridiculous. Im not satisfied with service. I didnt feel valued. This is not professional and im requesting my funds be refunded. I used 50,000 points. I need this matter escalated.

  Hilton Worldwide

  Date: 02/13/2023

  Dear Mr. W******,
  Thank you for sharing your feedback regarding your cleanliness and hotel policy concerns with the Hampton Inn by Hilton Cartagena.
  I offer our apologies for your disappointing experience. Please be assured we take the safety/security of our valued guests' information very seriously, and we strive to provide only the highest level of service and quality accommodations at all times.
  I thoroughly reviewed your case and found that the hotel's management team and our office have addressed your concerns. While you did voice your concerns about the hotel's policy regarding additional guests with hotel management while you were at the property, there was no mention of any cleanliness issues. The hotel maintains they have not shared any personal information with your guests. They advised you at the reception desk that a charge is required as you already have other guests registered in your room.
  When I reached out to the hotel on your behalf, I learned they addressed your concerns regarding this same hotel policy for a previous stay with them. As such, you would have been aware of the fee requirement for additional guests in your room before this recent visit. Please be aware that hotels will have policies specific to their property, which might not be published on the app or website. We've also explained that the Rules & Regulations link provided when booking a reservation states that the totals listed do not include additional fees/charges that may be incurred during your stay. Moving forward, we highly recommend you contact your desired hotel to inquire about their policy to avoid future concerns.
  Our office made a service gesture for your inconvenience; however, we cannot offer compensation due to your displeasure with a hotel policy. Given these details, we hope you will understand that the hotel and the Hilton Executive Office consider the matter closed.
  Thank you again for sharing your feedback with us, Mr. W******. We appreciate your loyalty to Hilton and sincerely hope you will continue to choose the Hilton Portfolio of Brands for your hospitality needs.
  Best regards,
  Mia G.
  Executive Ambassador
  Hilton Executive Customer Relations

  Darrel w

  Date: 02/17/2023

  I verified with the Hotel and the Hilton. I contacted Guest services. I told there was not any fees. The hotel also gave out private sensitive information. Please call me directly. I DIDNT AGREE TO REGISTER ANYONE. This is a faud a scam. I did my my diligence.I stay at this hotel in the past for many years. Please call me directly.

• Review fromSuper W

  Date: 01/24/2023

  1 star

  Super W

  Date: 01/24/2023

  This organization will promise points on stays and then when you try to retrieve what you've earned they will assume fraud.
  Like we can't give ourselves points only the hotel and properties can.
  Please be aware that there are more and better properties with honest program.

  Hilton Worldwide

  Date: 01/31/2023

  Dear Ms. M*****, I am responding to your comment on the Better Business Bureau's review site from Hilton's executive offices. As the email you received last night from our Fraud Protection team confirmed, your Honors account has been suspended pending your payment for a hotel stay in Atlanta. Please direct any questions related to this matter to our Fraud Protection team.

• Review fromJoy D

  Date: 01/17/2023

  1 star

  Joy D

  Date: 01/17/2023

  We booked a suite in Homewood Suites in Port Richey, FL for the night of January 14. The suite was fine, and breakfast was typical/fine. However, on check-in we realized that one of our party had forgotten a tooth brush. We asked about complimentary toothbrushes and were told that we could buy one in the shop. Noting the very poor quality we said we'd go out to get one at a service station - to which the employee replied, "oh just take it, it's fine."
  When reviewing our charges this afternoon I noticed that the $100 "incidental hold" that had been placed on the card had gone through as a charge. Since this has never been my experience with hotels in the past, I called the hotel to find out why we were charged. They stated that it is their policy to charge it and then return it. I was then told that they had already processed a refund for $98. When I asked about the $2, I was told it was for the toothbrush.
  While I'm not happy about paying $2 for a cheap throwaway toothbrush, I'm more unhappy about this establishment (and maybe all Hiltons now?) helping themselves to "incidental holds" - this seems like theft to me. They are taking this money - which they have no right to - and have use of it for as many days as it takes for it to be refunded to the customer.

  Hilton Worldwide

  Date: 02/03/2023

  Hi, Ms. D****:
  Thank you for discussing your experience and concerns with me.
  I apologize again for falling short of our commitment to providing an exceptional experience. I spoke with the hotel on your behalf and learned they are working with a new billing system. The process the hotel's General Manager previously explained to you is correct for this new system and wasn't outside hotel policy.
  Please be assured we have taken this opportunity to broadly share your feedback as we continue to improve our overall guest experience. Additionally, I was happy to offer a gesture for your disappointing service experience with the hotel staff and our customer service representative.
  Ms. D****, your voice is critical to our success, and we appreciate the opportunity to address your concerns. Thank you again for choosing Hilton.
  Best regards,
  Mia G.
  Executive Ambassador
  Hilton Executive Customer Relations

• Review fromEric E.

  Date: 01/15/2023

  1 star

  Eric E.

  Date: 01/15/2023

  They say they have a Hilton honors program that guarantees you the best price or price match with 25% discount. Well thats a load of wash. Attempted to file the claim as I found the room cheaper by $80 with receipts in hand. They wouldn't acknowledge my claim and refused to even even look at the receipts because they couldn't find my price anywhere else. Horrible customer service! Unlikely to use them again!

  Hilton Worldwide

  Date: 01/31/2023

  Dear Mr. E**, as I detailed in an email I sent to you earlier today, on January 14, you sent an email as follows: “I can send you a picture of my receipt. I booked it because I knew you wouldn't be able to see it.” The terms of the Price Match Guarantee include the following, “Reviewing your claim: If you submit your claim online, we’ll try to independently validate it within 48 hours. If you make a claim over the phone, we’ll try to independently validate it immediately. Your claim was denied because, as you acknowledged in your email, the Price Match Guarantee team was not able to independently verify the rate you presented. I am sorry that you were disappointed on this occasion. I can assure you that everyday claims, which comply with the program’s terms and conditions, are honored. In case you have any questions, please feel free to reply to this email. With best regards, David R, Executive Customer Relations (PMG 154434831)