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 frommichael c

  Date: 01/08/2023

  1 star

  michael c

  Date: 01/08/2023

  I booked the hotel for my business guest in Teneck NJ and paid everything when I booked.
  But the hotel front desk charged again for my guest credit card. I called Travelocity for refund one of charged because it is double charged under same guest name. What happened at the ends, Travelocity doesn't do anything and asked me call hotel for refund. I paid hotel and extra fee for my convenience but when something happened they don't want to do anything. I didn't pay to hotel but how come I contact to hotel for requesting refund? The Travelocity is out of common sense. I would not use this service anymore!

  Hilton Worldwide

  Date: 01/20/2023

  Dear Mr. C****,
  I am responding from the Hilton Executive Office regarding your billing concerns with the Homewood Suites by Hilton Teaneck Glenpointe. We appreciate the opportunity to address your concerns.
  I reached out to you on 1/12 and found that you submitted your concerns through our online customer service portal, and a case was created and forwarded to the hotel for handling. The hotel's General Manager noted that they required a card at check-in for an incidental hold, which is standard practice for hotels. The hotel released the authorization hold upon check-out since your guest had no charges during their stay, and the funds are showing as returned as of 1/8.
  I recommended you ask your guest to contact their financial institution to determine when the credit will reflect in their account. I also advised if your guest requires further assistance after doing so, please refer them to me, and I will be happy to help. As I haven't heard back, I assume there is no longer a concern.
  Thank you again for sharing your feedback with us, Mr. C****. Your loyalty and trust in Hilton are valued, and we appreciate you choosing the Hilton Portfolio of Brands for your and your guest's hospitality needs.
  Mia G.
  Executive Ambassador
  Hilton Executive Customer Relations

• Review fromVenus G

  Date: 01/01/2023

  2 stars

  Venus G

  Date: 01/01/2023

  I'm a local in Daytona Beach and this was my first stay at our beach side location. The communication is unacceptable. The staff are not current and very unprofessional. I was told I could take my breakfast back to my room from one staff member at the front desk and told something else by another. Zazell the manager inside the eatery was not helpful. She told me because of the temperature she doesn't know if I would be able to take food to my room, that "we don't have to go boxes and I don't think the chef would allow it," all while staring me up and down. What temperature? The same temperature on my plate in the dining room versus the one in my room? For the amount of money I spent on the room and breakfast she could have been a little more helpful. Some people don't like eating with others since Covid. The tub in my room was rusty and the tiles on the floor cracked. Security on the other hand were very sweet. I enjoyed the laugher and fireworks. It's time for another staff meeting because everyone needs to be on one accord. And the next time a future customer is treated like that by your managers and she gets her feelings hurt it'll be her own fault for thinking everybody's going to put up with that bullshit!

  Hilton Worldwide

  Date: 01/31/2023

  Dear Ms. G*****, we are grateful that you have taken the time to let us know about your experience. Please accept our apology for the frustration and disappointment with the bathtub in your room and with your interactions with team members in the dining room.
  I have sent a report of your experience to the hotel’s senior managers so that they can take action to ensure there will be no repetition.
  As a gesture of amends and goodwill, I have deposited points in your Honors account, which you can use towards a stay at any of our more than 7,000 hotels and resorts around the world. In case you have any questions, please do not hesitate to let me know.
  With best regards,
  David R
  Executive Customer Relations
  SF 156194821

• Review fromMark J

  Date: 12/28/2022

  1 star

  Mark J

  Date: 12/28/2022

  Nightmare experience dealing with hilton honors and worthless customer service. Customer is always wrong in their eyes which is such a bizarre approach for a loyalty/reward program. I've given up trying to make sense of the rules and dealing with customer service just confuses things more. I only wanted to know how many points I needed and by what date I needed to earn them by. I asked 5 different times and got 4 different answers. The two answers that were the same were what I followed and were completely wrong and as a result I lost the status I had worked toward.

  Hilton Worldwide

  Date: 01/06/2023

  Good morning & happy Friday, Mr. J****.
  Thank you for getting back to me and sharing some of your correspondence with our chat team. I'm so sorry for your disappointing service experience. I've shared these additional details for internal review and follow-up with the appropriate parties. Additionally, I've added some Bonus Points to your account as a gesture for your experience.
  From the portion of the contact you shared, the information Dan provided appears to be correct. Our 2022 reduced Base Points requirement to achieve Diamond status was 84,000. Before your stay from 12/29/22 to 12/31/22, you needed 3,584 Base Points by 12/31/22 to achieve Diamond status. That stay increased your Base Points balance, which qualified your tier upgrade.
  While we have moved back to our standard requalification requirements for 2023 (30 stays, 60 nights, or 120,000 Base Points for Diamond status), we are extending the exception regarding the Bonus Points earned through eligible purchases on your Hilton Honors American Express card. We will consider those Bonus Points that post to your Hilton Honors account between January 1, 2023, and December 31, 2023, as Base Points.
  Thank you again for sharing your feedback with us, Mr. J****. We deeply regret that you feel you made the wrong choice with Hilton. Your loyalty and trust in Hilton are valued, and we hope the steps taken to address your concerns demonstrate our desire to restore your faith in Hilton. We genuinely hope you allow us the opportunity to welcome you back in the future.
  We wish you a wonderful and prosperous 2023.
  Best regards,
  Mia G.
  Executive Ambassador
  Hilton Executive Customer Relations

• Review fromliz c s

  Date: 12/24/2022

  1 star

  liz c s

  Date: 12/24/2022

  If we could, we'd give this Hilton a -0 rating. Despite our specific search leading us to a Hilton web portal, we were deceived when making our reservations by a site fully supported by this hotel…and the Hilton refuses to reimburse the $56.83 overcharge. We received this note from the GM…Hello Liz, Unfortunately what you are seeing is not money that we have. Getaroom charges you $179.40 and only pays us the $122.57 which is what you saw. You should not have been given that receipt as your money went straight to Getaroom. It is unfortunate but these 3rd party sites are able to make their pages look nearly identical to ours and it is not illegal. The only way that you know you are booking directly is to book through Hilton.com. I hope this makes sense to you. We are not able to refund any of your money because none of it was paid to us and was all paid to Getaroom. However, I would be happy to offer you a discounted room in the future to help with your experience. Please let me know directly when you would like to make that reservation. The GM claims it's not "illegal"…but, what about deception and unethical behavior. We were deceived by the Hilton and by an organization authorized by the Hilton-Ft. Collins to duplicate/mirror their facility's information/data which resulted in an overcharge, and rip-off of innocent, unsuspecting folks. Seriously, why would anyone consciously choose to stay here – even with a discount?! This facility should be ashamed of itself for not reimbursing us nor taking action to address/resolve this blatant on-going deception - and unethical practice.. Shame on you!!! Going forward, we will share our story and do everything we can to discourage friends and business associates from staying at this Hilton. BTW: The GM doesn't even have a Hilton.com email address...hmmmm

  Hilton Worldwide

  Date: 01/04/2023

  Dear Ms. S*******,
  I am writing in reply to your recent comment on the Better Business Bureau’s website concerning a stay you booked through a third party.
  In your comment, you included communication you received from the team at the hotel confirming that the hotel received less for your stay than you paid to Getaroom. The difference between the two amounts is Getaroom’s commission, which they determine independently from the hotel.
  Regarding the similarity between the webpage Get-a-Room posted and Hilton’s official site, this is entirely the work of Get-a-Room, it is neither encouraged nor sanctioned by Hilton.
  To avoid similar situations, I recommend that you start your search for hotels at www.hilton.com, or use or free smartphone app or call Hilton Reservations at 800 445 8667. Reservations made by those means are covered by Hilton’s Price Match Guarantee (************************************************** )
  With best regards,
  David R
  Executive Customer Relations
  SF 152692876

• Review fromTed S.

  Date: 12/23/2022

  1 star

  Ted S.

  Date: 12/23/2022

  Major issues with your hotel in Cincinnati Ohio. Staying at the Cincinnatian Hotel. Let's start with the 1st room I was offered. No heat 59 degrees in the room. Second room they gave me was ADA room for handicap person and very run down. Third and final room. Heat only goes to 70 degrees all night. Light bulbs burned out other bulbs flickering. Fridge is iced up and not working .. stains on the walls and shower curtain. ( Afraid of what made the stains) Curtain pulls broken off the wall. Toliet rocks left to right. Mold on the grout and caulking. Chipping paint. Missing sprinklerhead covers and tons of dirt coming out of them. This morning I spoke to the manager and he didn't even care the woman at the front desk tried to offer another room. It was worse. When I asked the manager( Amr Baker) what kind of hotel he is running all he could say is sorry he is not the owner. And thank you for your stay. This gentleman has no clue on customer service or how to run a hotel. This is definitely not a Hilton by any standards. Unfortunately for me i am stuck here in this hotel until Tuesday. Unable to find open rooms as it's Christmas weekend.
  Not even sure who to complain to. But this is horrible to be treated this way at a Hilton Hotel.

  Hilton Worldwide

  Date: 01/09/2023

  Hello, Mr. Sparrow:
  
  Thank you again for allowing us the opportunity to assist you with the service and maintenance concerns your family experienced at The Cincinnatian Hotel, Curio Collection by Hilton.
  
  I apologize for falling short of our commitment to providing an exceptional experience for your family. I reviewed the matter with the hotel, and there seems to be a contrast between the two accounts. However, we understand your perspective and desire to bring your concerns to light. I assure you we've heard your concerns, and I shared your feedback with the appropriate parties for internal review and follow-up with the hotel's Leadership Team.
  
  Additionally, I spoke with the hotel's General Manager, Amr Baker, on your behalf. He explained that the hotel was not at capacity, they offered alternate options that you declined, and you chose to stay the full five nights. Mr. Baker made a gesture for your disappointing service experience, and I'm sorry it wasn't a satisfactory resolution for you. We have addressed your concerns with the appropriate parties and hope you will understand we consider the matter closed.
  
  Thank you again for sharing your experience and feedback with us, Mr. Sparrow. Your loyalty and trust in Hilton are valued, and we hope that the steps taken to advocate and liaise on your behalf demonstrate that we took your concerns seriously and wish to restore your faith in Hilton. We hope you will continue to choose the Hilton Portfolio of Brands for your future travel and hospitality needs.
  
  Best regards,
  
  Mia G.
  Executive Ambassador
  Hilton Executive Customer Relations

• Review fromNeil A

  Date: 12/23/2022

  1 star

  Neil A

  Date: 12/23/2022

  I was charged for three rooms , that I didn’t book. ( Over 1200 dollars)
  The staff at the desk told me, The hotel is aware, that the Charges are not yours.
  It was a mistake, but only the Manager can correct it, and credit your Charge Card
  It’s had been over 45 Days, over a dozen phone calls.
  The Manager will not get on the phone, or call me back.
  This ******* *** is in Central Valley NY. ( Harriman)
  The Manager of this Hotel is Mike D*****.

  Hilton Worldwide

  Date: 01/10/2023

  Dear Mr. A********,
  I understand that the General Manager of the hotel (Rebecka Jennings) has contacted you to confirm that they have made a full refund. Please accept our apology for the frustration and dismay this situation caused.
  With best regards,
  David R
  Executive Customer Relations
  SF 152693134

• Review fromJohn P

  Date: 12/17/2022

  1 star

  John P

  Date: 12/17/2022

  We (2 parties) stayed at a Hilton Embassy Suites in Charleston SC(confirmation #53911646). After a 2-night stay, I notice they charged me for parking where I did not have a car as we took an uber from the airport. They said they would correct it but instead, they did not remove the parking and this time sent me 3 folios now charging me for a room we did not occupy. I challenged it with the hotel's GM (Josh M) but he just argued the point. He did eventually take the parking off but challenged the third room. I told him there were just 2 of us which I could prove but he sent me screenshots of the charges. I was not disputing someone staying in the room but it wasn't anyone with me. He eventually credited me the room rate but left the other charges ($102) for food and bar (I don't drink). I filed multiple complaints with Hilton but their response was not helpful. They could not see the folios and did not seem to have access to their own hotel information. They opened a case and said would get back to me in 3 days but I had to complain a week later when I did not hear back. They then asked me to send them folios and my credit card statements. This is when I reached out to my bank to dispute the charges. Definitely need to check your credit card statements when staying at a Hilton.

  Hilton Worldwide

  Date: 12/30/2022

  Hello, Mr. P*****:
  Thank you for sharing your billing concerns with the Embassy Suites by Hilton Charleston Harbor Mt. Pleasant with us.
  I apologize again for the inconvenience and concern this matter caused you. We strive to provide only the highest level of service and care for our valued members and guests, and we regret we fell short of that expectation on this occasion.
  I spoke with the hotel's General Manager on your behalf. He explained he attempted to determine how three rooms ended up assigned to you. He also advised that he asked for clarification from you regarding the incidental charges and didn't receive a response. I understand he was waiting for further details from you before moving forward. I shared the information you provided our office, and I'm happy to advise he honored your request to refund the charge in question to ensure a satisfactory resolution. He asked to allow 7 to 10 business days for processing; however, it depends on your financial institution when the credit will appear in your account.
  Please be assured we have taken this opportunity to broadly share your feedback as we continue to improve our overall guest experience. Thank you again for sharing these details with us.
  Your loyalty and trust in Hilton are valued, Mr. P*****, and we hope the steps taken to liaise on your behalf demonstrate our desire to restore your faith in Hilton. We genuinely appreciate that you chose the Hilton Portfolio of Brands for your travel and hospitality needs, and we hope to welcome you back in the future.
  Best regards,
  Mia G.
  Executive Ambassador
  Hilton Executive Customer Relations

• Review fromharry b

  Date: 12/16/2022

  2 stars

  harry b

  Date: 12/16/2022

  this company is very difficult to communicate with. It seems as though they never call me at a time
  that I am available, so I try to reach back out to them. Unfortunately, they never answer my calls. I’ve left voicemails letting them know who I am and that I am trying to get back in touch with them, so it’s not for lack of trying. It would be so much easier if we could arrange a time to speak, but that has not been attempted

  Hilton Worldwide

  Date: 01/10/2023

  Dear Mr. B***,
  You asked me to call you at 1 p.m. on January 5, 2023. My call went to voicemail. I left you a message and sent you an email letting you know that you can contact me by replying to the email I sent on January 5.
  With best regards,
  David R
  Executive Customer Relations
  SF 152693606

• Review fromBrandi J

  Date: 12/14/2022

  1 star

  Brandi J

  Date: 12/14/2022

  We got a room at Tru by Hilton in Tupelo, TN. I purchased through hotel.com and paid hotel.com. I called Hilton to see if we could switch from one king room to a 2 queen room. They said since I purchased through a 3rd party they could not help me. So I contacted hotel.com to assist. I have confirmation that they cancelled the reservation for the king and added one for the double queen. I also had them switch the reservation from my name to my husbands name as they said they would need ID (and I wouldn't be with him). I checked my credit card transactions and I've been charged twice. I see the hotel.com charge but the Hilton also charged me. I never booked one through Hilton (only hotel.com). I called assuming they would credit the duplicate charge but the operator/desk person told me "unfortunately nothing can me done." I asked if there was someone else I could speak with and she said her GM would have to call me back. The GM has not returned the call. It blows my mind that they are ok with double charging and then not making it right. Because of this, I would not recommend booking with Hilton.

  Hilton Worldwide

  Date: 12/21/2022

  Hi, Mrs. J****:
  Thank you for sharing your billing and service concerns and allowing us the opportunity to assist.
  I'm sorry for the inconvenience this matter caused you. Please be assured we have shared your feedback with the appropriate parties for internal review as we continue to improve our overall guest experience.
  As I mentioned in my voice message and email, I'm happy to advise the hotel refunded the charge for your original reservation.
  Your voice is critical to our success, Mrs. J****, and these details allow us to assess the service we are providing and make us aware of opportunities for improvement. We appreciate you choosing the Hilton Portfolio of Brands for your travel and hospitality needs and hope to welcome you back soon.
  I hope you and your family have a wonderful holiday season!
  Warm regards,
  Mia G.
  Executive Ambassador
  Hilton Executive Customer Relations

• Review frombob p

  Date: 12/05/2022

  1 star

  bob p

  Date: 12/05/2022

  I booked a room at this hotel for 10/30/22 for 1 night ($106.40). After booking, we realized that we should have booked 10/31/22 for 1 night.
  Vicki called the hotel and spoke with manager BRENDA M******* and explained our error. BRENDA M******* agreed to cancel our reservation on 10/30/22 and move it to 10/31/22 for 1 night. She sent to us an email showing the cancellation of 10/30/22 and a new reservation for 10/31/11. (see below)
  Our credit card ending in xxxx5662 was charged $106.40 for the 10/30/22 reservation that was cancelled and then credited back on 11/3/22 $106.40.
  We stayed in the hotel 10/31/22 for 1 night total $119.16 was charged on 11/3/22.
  Much to my dismay I discovered my credit card was then charged by Hampton Inn Titusville, Fl on 11/30/22 $106.40, no invoice, no documentation, no email, no explanation.
  I immediately called the hotel and spoke with the front desk girl. She did not have a clue as to why the charge and after putting me on hold, said she spoke with manager BRENDA M*******, who told her BRENDA changed her mind and decided to charge us the $106,40 for the reservation made for 10/30/22 that was cancelled by BRENDA.
  This made no sense to me, and I asked to speak with Brenda and she would not speak with me, I asked that BRENDA call me which she has not.
  Your Ad says "100% Guaranteed Customer Satisfaction" I would say BRENDA M*******'s actions would not warrant this statement.
  How does BRENDA M****** just take a customers credit card a month later and just put a charge on it without asking the guest first, without any explanation, without any invoice, email, etc..

  Hilton Worldwide

  Date: 12/15/2022

  Hi, Mr. P*******:
  Thank you for sharing your concerns and allowing us the opportunity to make it right.
  I apologize again for the inconvenience and frustration you and Mrs. P******* experienced. Please be assured we have shared your feedback with the appropriate parties for internal review as we continue to improve our overall guest experience. Additionally, I was happy to assist you with a satisfactory resolution.
  Your voice is critical to our success, Mr. P*******, and these details allow us to assess the service we are providing and make us aware of opportunities for improvement. Thank you for choosing the Hilton Portfolio of Brands for your travel and hospitality needs. We hope to welcome you back soon.
  I hope you and your family have a wonderful holiday season!
  Warm regards,
  Mia G.
  Executive Ambassador
  Hilton Executive Customer Relations