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 fromExtremely unsatisfied Customer C

  Date: 11/26/2022

  1 star

  Extremely unsatisfied Customer C

  Date: 11/26/2022

  We stayed at Embassy Suite (by Hilton) in Seaside, CA and had a disappointing experience due to multiple emergency sirens (at least 3 times) because of power outages. During the first siren, the hotel staff did not inform its guests what was the issue so we thought there was a true immediate threat to the health and safety and evaluated immediately to the parking lot where it was extremely cold. We did not find out the issue until we asked other guests why the emergency sirens went off. We went back to the room and the siren went off again with no clear communication by the hotel staff. This happened at least 3 times and we simply ignored the sirens and tried to get some sleep, which was challenging... We spoke to the hotel manager the next day to request for hotel refund/credit and he advised since the power outages were out of their control, the only concession they can make is to waive the destination charge of $30. The hotel fee was roughly $400. We expressed our dissatisfaction because the entire family were not able to get a decent night rest due to the recurring sirens.
  Subsequently, I called the Hilton to file a formal compliant. After each call, the representative advised that I can expect a phone call from Embassy Suite's manager. Weeks and months passed with no further communication or phone call from Embassy Suite. After a few subsequent follow calls, the representatives asked me to be placed on hold. After being placed on hold 20+ minutes, the phone was disconnected. The lack of customer service and poor communication by the hotel staff and Hilton representatives are unprofessional and unacceptable for a large hotel chain like Hilton. Customers should not be expected to pay for a hotel that could not provide a reasonable restful night stay/sleep. Hilton or its chain of hotels will not be our choice for future hotels.

  Hilton Worldwide

  Date: 12/08/2022

  Hi, Sheena:
  
  Thank you for returning my call today and discussing your concerns regarding the service challenges you experienced with the Embassy Suites by Hilton Monterey Bay Seaside and our customer service team. It was a pleasure speaking with you.
  
  I apologize again for falling short of our commitment to providing an exceptional experience for your family. Please be assured we have captured this opportunity to broadly share your feedback as we continue to improve our overall guest experience. I was happy to offer a satisfactory resolution to make amends for your disappointing service experience.
  
  Your voice is critical to our success, and I would like to thank you again for sharing your feedback with us, Sheena. Your loyalty and trust in Hilton are valued, and we hope the steps taken to ensure a satisfactory resolution 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 look forward to welcoming you back.
  
  Best regards,
  
  Mia G.
  Executive Ambassador
  Hilton Executive Customer Relations

• Review fromMarisol C

  Date: 11/24/2022

  1 star
  Expedia
  I made a reservation at 11:30 pm in Tuesday at San Antonio TX in this hotel Home2 Suites through expedia.com when I realize that they only have 1 valet parking space plus the whole street is under construction and there are homeless everywhere, me carrying 4 suitcases and a child. I call expedia.com to cancel the hotel and after calling the hotel they go in favor of the hotel and charge me 200 dollars for the first day without occupying the hotel after 5 hours of driving. I tell them that the hotel has no parking, you have to use the parking lots on the street and pay 25 dollars per day. At that hour in Downtown San Antonio it is not safe so I consider the action taken by expedia to be a scam to support a hotel not their client. I called the hotel near San Antonio at 11:30 pm at 12:10 am I called to cancel and I was not returned that day.

• Review fromDjuna J

  Date: 11/23/2022

  1 star

  Djuna J

  Date: 11/23/2022

  I have been less than satisfied with this timeshare, and honestly if it had been accurately explained
  to me in the sales meeting I went to then I might not have gotten into this. It has been quite a
  headache, and I am just looking for an end to it all at this point. Would love for Hilton to cooperate,
  but so far no luck.

  Hilton Worldwide

  Date: 12/14/2022

  Hello, Djuna:
  
  Thank you for sharing your concerns with us at the Hilton Executive Office.
  
  We're sorry to learn about your disappointment regarding your experience purchasing a timeshare with Hilton Grand Vacations. While they are a third-party partner of Hilton, Hilton Grand Vacations have been a separately listed and independent company since 2017. As such, we forwarded your concerns to them for handling.
  
  Hilton Grand Vacations has advised that they previously addressed your concerns with you and offered you help with the program. They will reach out to you again to provide further assistance.
  
  Thank you again for sharing your feedback with us, Djuna. We appreciate you being a part of the Hilton family and hope you will continue to choose our brands for your hospitality needs.
  
  I hope you have a wonderful holiday season.
  
  Best regards,
  
  Mia G.
  Executive Ambassador
  Hilton Executive Customer Relations
  

• Review fromJohn G

  Date: 11/21/2022

  1 star

  John G

  Date: 11/21/2022

  I landed a good price for a Hampton Inn (Hilton) room on Priceline. Prior to arrival the Hilton app assured me my room was confirmed but when I got to the hotel they said they were overbooked and had no rooms left and I'd need to take it up with Priceline.
  I did get a refund about a week later after chatting with Priceline. They said the hotel "made an exception to their policy" and a refund is allow. I assume they considered me a no-show.
  I'm not sure exactly where the breakdown was but both priceline and hilton had a hand in the mess. To be safe I won't ever use a Hilton property or Priceline again.

  Hilton Worldwide

  Date: 11/29/2022

  Dear Mr. G****,
  On November 22 I sent you an email requesting details of your reservation so that I could identify the hotel you wrote about and look into your concerns. I do not appear to have received a reply. Accordingly, we have closed our file on this matter. If you would like us to resolve any concerns you still have, please let us know at *******************************.
  With best regards,
  David R
  Executive Customer Relations
  SF 149328449

• Review fromRobert A.

  Date: 11/21/2022

  1 star

  Robert A.

  Date: 11/21/2022

  Buyer Beware! There are a few issues that I would like to address in this review including access errors, cleanliness and staff politeness. I understand that this is a new hotel, but you would think the kinks would be worked out before opening to the public. This seemed more of a motel stay than a stay at a Hilton Hotel. Upon arrival and check in I was told the digital key system was not up and running. No problem since it was a new hotel and that wasn't available yet. After getting my keys and going back to my car to park near where my room was, I found the key did not work on any of the outside doors. I went back to the front and they rescanned my keys for me and one of the staff follwed me back upstairs to make sure I could get into the room. It still did not work so they reset the room lock and I was able to get in. I went back down to get the luggage and family and were once again locked out of the hotel. After walking around again we able to finally get into our room and get settled. Once settled we found old food that was left in the fridge and the shower was not cleaned. There was hair from the previous guests. We spent one night at a cost of $300. The next morning we gathered our belongings and went down to let them know of our experiences. We asked if they offered a discount for veterans which they said they did but could not put it in. We asked if there was anything they would offer for the inconveniences and they said they would rather take a bad review so that is what I and my large family will do across as many review platforms as we can. We are extremely dissappointed in Hilton.

  Hilton Worldwide

  Date: 11/22/2022

  Hi, Mr. A*******:
  Thank you for taking my call to discuss the technical, cleanliness, and service challenges your family experienced at the Hilton Garden Inn St. Augustine-Historic District. It was a pleasure speaking with you and Mrs. A*******.
  I offer our apologies again for your family's disappointing stay. We strive to provide high-quality accommodations, friendly and efficient service, and clean, comfortable surroundings for our valued members and guests. We regret we fell considerably short of these expectations on this occasion.
  Please be assured we have captured this opportunity to broadly share your feedback as we continue to improve our overall guest experience. I was happy to offer a service gesture to make amends for your disappointing experience.
  Thank you again for sharing your feedback with us, Mr. A*******. Your loyalty and trust in Hilton are valued, and we hope the steps taken to ensure a satisfactory resolution 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.
  I hope your family has a lovely holiday season!
  Best regards,
  Mia G.
  Executive Ambassador
  Hilton Executive Customer Relations

• Review fromCody H

  Date: 11/16/2022

  1 star

  Cody H

  Date: 11/16/2022

  The Hampton Inn Kansas City/Belton MO
  Got to my room around 10:30pm and it wasn't cleaned, there was food in the fridge, no pillows on the bed etc. I went to the front desk to let them know they said to come back in an hour and they could give me some pillows. I went back down an hour later and no one was around to help me so I waited for a while and still nothing. So I slept with no pillows in a dirty room that night. The next day my parents arrived to check in and had to wait a few hours due to their room not being ready as well. I still received no pillows. On top of all that their complementary breakfast was non existent. However they did provide us with day old cold coffee. It was not worth staying there any longer so I decided to leave early. I asked for a refund they said their systems were down so they couldn't do that now, but I did get a receipt saying I would be refunded within a few weeks. Here we are a few weeks later and still no refund. My uncle had also attempted to stay their that weekend and ran into a similar situation, he left early as well and was told he would be refunded but has not. Since then I have contacted the number have told me to contact 3 times and have been told a manager of some sort will be calling me back within the day. And what do you know... It has yet to happen. I have also reached out online and am waiting for a response there. I would highly suggest you stay in a box under a bridge in the Kansas City area before staying at this place. You would probably receive significantly better service and accommodations.

  Hilton Worldwide

  Date: 11/22/2022

  Hi, Cody:
  
  Thank you for sharing the service and cleanliness challenges you encountered at the Hampton Inn Belton/Kansas City area.
  
  I sincerely apologize for the discomfort and inconvenience you experienced during your stay. Our goal is to provide high-quality accommodations, friendly and efficient service, and clean, comfortable surroundings for our valued members and guests. I'm sorry we fell short of these expectations on this occasion.
  
  We shared the details you provided with our Brand Management and Quality Assurance Teams for internal review and follow-up with the hotel's Management Team. I'm pleased the hotel's Assistant General Manager spoke with you to address your concerns and contacted Expedia to request a refund of your stay. Should you have any questions about the refund, please reach out to Expedia.
  
  Thank you again for sharing your feedback, Cody. These details allow us to assess the service we are providing and make us aware of opportunities for improvement. We greatly appreciate you choosing 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 fromsarah h

  Date: 11/14/2022

  1 star

  sarah h

  Date: 11/14/2022

  I Had the worst experience with Hilton honors their hotel managers and the CSR and manager/supervisor of the service center; if I could give 0 stars - I would! I booked my travel on 11/1 for a 11/4 stay- needed my Hilton honors # and in order to retrieve it the landing page takes you away from the booking page. Once you get the # then you have to go back to the boking page- shame on me for thinking the dates remained in place and sure enough I completed the reservation on 11/1 with a reservation for 11/1 instead of 11/4 (I didn't look at the confirmation email). Fast forward to 11/4 my family arrives to check in & I missed my reservation and they were sold out and I had to go find a room at a Best Western (not a Hilton property). The Hampton inn where I booked the reservation had a car show and no rooms available. The manager that night was names Sam and she informed me all I needed to do was call Hilton honors on Monday and submit a refund request.
  Monday 11//7 I called and spoke with a Hilton honors CSR - I explained the issue, no problem and she said she would submit the case and I would her from someone within 2-4 business days. 1 week later (today) 11/14 & I haven't heard from anyone. I called again and was hung up on initially Jonathan, Chanel and Abby. I called back a few hours later due to work commitments and spoke with a rep and asked for supervisor, Anthony came on to tell me sorry even though the system clears out the dates, when retrieving your Hilton honors number they cannot refund me. He apologized for the misinformation and that was it.
  I do not understand why there is such a disconnect between the hotels and Hilton honors but I am appalled this is how customers are treated. I'm also equally appalled that according to the CSR the hotel manager is now saying she didn't tell me that. There's no reason I would've called in the event she didn't provide me a number to call in the first place!!

  Hilton Worldwide

  Date: 11/22/2022

  Dear Ms. H*****,
  Thank you for your reply to my email of November 16 in which you confirm that this matter was resolved between you and the team at the hotel.
  With best regards,

• Review fromJOHN W

  Date: 11/14/2022

  1 star

  JOHN W

  Date: 11/14/2022

  if i could rate half a star i would. I am from San Antonio which is a 6.5 hour drive for business and personal purposes an the stay was a catastrophe. the hotel is an old hotel. the room did not have heating and Lubbock was already on a freeze warning at the beginning of the week. No preventive maintenance was conducted and after 6+ hours of driving, my room was a cccold 50 degrees all night. Management informed me I would be sufering the entire night when maintenance was available. this is a clear example of honors membership is not honorable at all to say the least. the next day I had to track the manager down and no room change was available until 12pm next day which ruined all morning event planning . All management offered was points! so I contact executive offices and after my concern of a 100% reimbursement especially since I just experienced a catastrophic business stay in Los Angeles Embassy suites and executive offices did not care to offer a 100% reimbursement. and a 30 to 60 day check of less than half the charges to my credit card. this customer care consolation offer is unacceptable, I will never recommend the embassy suites nationally to any of my colleagues or family members because Hilton executives DO NOT CARE ABOUT THEIR CUSTOMERS WHATSOEVER BECAUSE THEIR SALARIES ARE NOT AFFECTED DUE TO THE INCOMPETENCY OF THE BRAND MANAGEMENT.

  Hilton Worldwide

  Date: 11/21/2022

  Hi, Mr. W*******:
  I'm following up from the Hilton Executive Office regarding the challenges you encountered with the lack of heat in your room at the Embassy Suites by Hilton Lubbock. I attempted to reach you by phone on Friday and left you a voice message. I'm sorry I missed you.
  I sincerely apologize for the discomfort and inconvenience you experienced during your stay. Our goal is to provide high-quality accommodations, friendly and efficient service, and clean, comfortable surroundings for our valued members and guests. I'm sorry we fell short of some of these expectations on this occasion.
  I shared the details you provided with our Brand Management and Quality Assurance Teams for internal review and follow-up with the hotel's Management Team. Additionally, I spoke with General Manager Walter R**** to discuss your experience. Mr. R**** wants to extend his apologies for your disappointing experience, and he issued a refund of your room and tax cost directly to your account. Mr. R**** advised to allow up to 5 business days for processing; however, it is ultimately dependent upon your financial institution as to when the credit will reflect in your account. Additionally, I submitted a request to our Admin Team to cancel/void the partial refund check requested through our office.
  Thank you again for sharing your feedback with us, Mr. W*******. We hope the steps taken to advocate and liaise on your behalf demonstrate our desire to restore your faith in Hilton. We greatly appreciate you choosing our Brands for your travel and hospitality needs, and we hope to welcome you back soon.
  Best regards,
  Mia G.
  Executive Ambassador
  Hilton Executive Customer Relations

• Review fromTara A

  Date: 11/14/2022

  1 star

  Tara A

  Date: 11/14/2022

  I stayed at Hilton Garden Inn Jackson on 11/13, still here waiting to run out of here to go to Harley Davidson store, the room was nasty, I am so dissapointed. They comp my room $40, but honestly I rather have a clean room, there are other reviews that say how nasty it is & they were correct.
  Worst experience ever

  Hilton Worldwide

  Date: 11/16/2022

  Please accept our apology for the housekeeping issues you experienced. We thank you for taking the time to let us know what you encountered. We have sent a report to the managers of this independently owned and managed property so that they can take steps to ensure there will be no repetition.

• Review fromjenniferctindie

  Date: 11/10/2022

  1 star

  jenniferctindie

  Date: 11/10/2022

  I stayed at the Hilton - White Plains/Elmsford location. I was refunded $511 out of the $867 that was spent on the venue space. I was never told how refund amount was calculated besides $100 was for the additional expenses on my end for tables we had to rent due to the hotel not providing what we needed as promised. As this being a very special moment in my life (a baby shower for my first child) and opportunity to see family and friends I normally wouldn’t see due to living out of state, I was only able to enjoy 2 hours out of the 5 due to a conference next door and repeatedly being asked to turn down and then off my music. I was completely not satisfied with my experience. I don't believe the situation has been fully rectified.
  The general manager of the hotel made several comments during my call with him on Monday afternoon which caused me to feel unheard, disrespected and made the conversation escalate. He stated on numerous occasions that my argument “Did not make sense”, told me unfortunately these things happen when you don't book the entire venue, asked me what I wanted from this situation because at the end of the day “the company could not take a hit”. When I stated that there was a breach of contract and he stated “Take it to court, I'll see you in small claims court then”. This is poor customer service coming from a general manager, inviting customers to file law suits. Customers should not be spoken to this way especially when the customer was the one negatively impacted. If this is how Hilton handles situations like these when things go wrong, I am appalled.
  I have asked numerous times to speak to a corporate manager regarding this matter but have not been successful each occasion. Each guest services representative has stated they can't assist me further or compensate me more.
  It is beyond the compensation and more about how I was treated by Hilton and spoken to by a general manager. I feel as if Hilton is ignoring what really occurred.

  Hilton Worldwide

  Date: 12/01/2022

  Hi, Ms. T*****:
  I attempted to reach you by phone yesterday afternoon and left you a voice message. I'm sorry I missed you again.
  I apologize again for your disappointing experience when celebrating your baby shower. I can certainly understand how important and cherished the day was for you. Please be assured we have captured this opportunity to broadly share your feedback as we continue to improve our overall guest experience.
  As I mentioned in my last email, I spoke with the hotel's General Manager to discuss your concerns. I reviewed all the details you provided in your review to ensure we touched on each item.
  As Mr. Jones knew your baby shower was a cherished event, and you seemed price-conscious, he made the gesture of offering you a discount on the cost of the meeting rooms. He also advised they allowed you to extend your event past the scheduled end time at no extra charge.
  Mr. Jones advised that the meeting in the nearby space had a scheduled end time before your event began. However, as you were in your meeting room prepping before your event, they did have to request the music be lowered as it was disturbing the other meeting. Mr. Jones said that your event planner did not like the tables the hotel provided, and you chose to rent other tables.
  When you voiced your concerns, I understand the hotel's Management Team comped your guest room and tax amount ($211.04) as a gesture to make amends. Since you were not satisfied with this gesture, Mr. Jones reviewed the matter with his corporate office and offered further compensation, which was a refund of $300. The hotel compensated you a total of $511.04 for your concerns. Given these details, we are confident that the hotel has made a genuine effort to come to a satisfactory resolution. As such, I hope you will understand that the hotel and our office consider the matter closed.
  Ms. T*****, your voice is critical to our success, and I would like to thank you again for sharing your experience with us. We appreciate you choosing the Hampton Inn for your special celebration, and we hope you will consider the Hilton Portfolio of Brands for your future travel and hospitality needs.
  Congratulations on your forthcoming new arrival! May your child be blessed and cradled with love and joy.
  Warm regards,
  Mia G.
  Executive Ambassador
  Hilton Executive Customer Relations