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 fromAndrea K

  Date: 10/28/2022

  2 stars

  Andrea K

  Date: 10/28/2022

  Other patrons were loud despite having a noise policy. I found a bedbug in my bed and management shrugged it off. My coworker is now dealing with bedbug bites from another room. We really regret staying here.

  Hilton Worldwide

  Date: 11/16/2022

  Hi, Ms. K******:
  Thank you for sharing your feedback regarding the noise disturbance and insect concerns you experienced with the Hampton Inn Detroit/Roseville.
  I'm sorry for your disappointing experience. Our goal is to provide high-quality accommodations, friendly and efficient service, and clean, comfortable surroundings for our valued members and guests. We regret we fell short of these expectations on this occasion.
  I've attempted to connect with you through email and haven't received a response. As we do not wish to disturb you, we will consider the matter closed. If you would like my assistance, please let me know. You can find my contact details in the emails I sent.
  Ms. K******, your voice is critical to acting on our areas of opportunity, and I appreciate you sharing your experience with us. Service Excellence is vital when building and maintaining our customer base, and we thank you for choosing to stay at our Brands for your travel and hospitality needs.
  Mia G.
  Executive Ambassador
  Hilton Executive Customer Relations

• Review fromAlexis C

  Date: 10/27/2022

  1 star

  Alexis C

  Date: 10/27/2022

  I have been requesting assist with accessing my Hilton honors account. The app does not reflect my current points and does not load rates and the website will not let me log in. This has been an ongoing issue since august. I began sending request in October. I have not been properly acknowledged and the guest relations specialist keep sending me the link for “the lobby” which is an employee only portal.

  Hilton Worldwide

  Date: 11/09/2022

  Dear Ms. Creech,
  I understand that, on October 28, Gurmeet on our Corporate Guest Relations team sent you an email suggesting that you uninstall the phone app and reinstall it. We do not appear to have received further correspondence from you. I hope that is because this matter has been resolved. In case it is not, please call our Tech Support team at ************ and they will assist.
  With best regards,
  David R
  Executive Customer Relations
  SF 146600722

• Review fromSSC

  Date: 10/25/2022

  1 star

  SSC

  Date: 10/25/2022

  Worst experience I've ever had. Called 4 days in advance to cancel reservation due to flooding from broken water pipe in our home. No refund. I can reschedule for an additional $25.00 but I have only until the next day to pick a date. I have no idea if restoration is going to take 2 weeks or 2 months. Come on Hilton, you're better than that. The free $$$ they stole is the last penny they'll take from me.

  Hilton Worldwide

  Date: 11/07/2022

  Hi, Mr. C******:
  Thank you for taking my call today to discuss your concerns regarding your non-cancellable/non-refundable booking for the Hampton Inn Twin Falls. It was a pleasure speaking with you.
  I apologize again for your disappointing and frustrating experience. While our Customer Care Team offered to make an exception for a change fee, I understand you didn't have sufficient time to rebook for a later date. Given your circumstances, I was happy to assist you with a satisfactory resolution.
  Thank you for sharing your feedback, Mr. C******. Your loyalty and trust in Hilton are valued, and we hope the steps taken to make it right demonstrate that we care and take your concerns seriously. We appreciate you choosing the Hilton Portfolio of Brands for your travel and hospitality needs.
  Mia G.
  Executive Ambassador
  Hilton Executive Customer Relations

• Review fromDaisy S

  Date: 10/22/2022

  1 star

  Daisy S

  Date: 10/22/2022

  Double tree by Hilton Westshore Tampa airport.. This place is a 1 star hotel, saying they are a 4 star. The staff showed discrimination the second I entered. The guy next to me checking in said he got a room with people already in it! My first room had no A/C. They tried to make a makeshift one with holes in the walls and wires all around. My second room was down graded, no mini fridge and filthy! Dust in the vents from years of not being cleaned, a retainer on the floor…. I don’t wear a retainer! All sorts of stains everywhere. The walls filled with mold and water, pieces falling off. Completely disgusting and unsanitary.

  Hilton Worldwide

  Date: 11/09/2022

  Dear Ms. S*****,
  I am sorry to hear of your unsatisfactory experience at the Hilton Westshore Tampa Airport. We are grateful that you took the time to detail what you encountered. We note that a report of your experience has been sent to the team at the hotel so that they can take steps to avoid any repetition. That report is available to the Hilton brand management and quality assurance teams.
  On October 22, our Corporate Guest Relations team let you know that the team at the hotel deposited 10,000 points in your Honors account as a gesture of amends and goodwill. I understand that you have requested a refund for your stay. Since you booked your stay through Priceline, you will need to request a refund through Priceline. Priceline and the team at this independently owned and managed hotel will then assess your request.
  With best regards,
  David R
  Executive Customer Relations
  GA 145354254

• Review fromDarrel w

  Date: 10/22/2022

  1 star

  Darrel w

  Date: 10/22/2022

  Terrible international stay
  Hilton santa ana costa rica location has me high highly upset. I never got my 94,000 points refunded back to my account. Policies on the site and mobile application are the same. However athe location made up policies that I didnt agree with and wasnt on the website or mobile application. I was is costa rica with family and friends and was told I had pay 100usd for my guest. Any other hilton in the world I can bring a guest without a free. very deceptive practice. I requested my points in full and promised by management a full refund based on the satisfaction policy.The The hotel agreed that they weren't in policy with hilton and management promised a full refund. I have emails verifying it would be refunded. I was so upset and left the hotel. it was a terrible upsetting experience. Im a gold member. I never had this issue. There is a huge disconnect and no one is assisting and understanding my matter. I was only refunded 30,000 points. I need this escalated immediately.

  Hilton Worldwide

  Date: 11/04/2022

  Hi, Mr. W******:
  Thank you for taking my call today and discussing your hotel policy and service concerns with me regarding your stay at the Hilton Garden Inn Santa Ana San Jose. It was a pleasure speaking with you.
  I apologize again for the inconvenience and frustration you have experienced. Please be assured we fully acknowledge the concerns you have expressed and have captured this specific opportunity to broadly share your feedback as we continue to improve our overall guest experience.
  As we discussed, our office refunded 30,000 points to your account on 9/14; however, the 30,000 points the hotel offered were never deposited. Given these details, I was happy to assist with a satisfactory resolution.
  Mr. W******, your voice is critical to acting on our areas of opportunity, and I appreciate you sharing your experience with us. Your loyalty and trust in Hilton are valued, and we hope you will continue to choose the Hilton Portfolio of Brands for your travel and hospitality needs.
  Stay safe and well.
  Best regards,
  Mia G.
  Executive Ambassador
  Hilton Executive Customer Relations

  Darrel w

  Date: 11/09/2022

  Thanks for the follow up and assistance.

• Review fromMAURICE M

  Date: 10/19/2022

  1 star
  I take me sheets off to make sure they change the sheets due to COVID-19. I was disgusted to see that there was a blood stain on the mattress cover. I was so angry that I just decided to leave the hotel early even though I had another full day left. Nothing was offered and no empathy towards me the customer. Something needs to be done. Oh and I was told since I booked through South West they could not do anything. Excuse me just because I booked through South west does that mean you no longer own the establishment. Totally unacceptable. Please help!!

• Review fromDavid B

  Date: 10/19/2022

  1 star

  David B

  Date: 10/19/2022

  For many years I have been a loyal HH member and customer of Hilton Hotels. I booked a 5 night stay in Ontario Canada on the HH site only to find Booking.com was offering the same room with the same conditions at a lower price. I filled in the “Price match guarantee form” and sent it off. The CSR told me the add didn’t match, so I sent screen shots to prove it was the same. Another CSR came back and said it was a different currency. The next CSR told me her decision was FINAL. Treating me like I have been a naughty child. I asked that they reconsider and was told no, that the conditions on the adds are different. They’re not. I have the screen shots and all the back and forth with the CSR’s if you would like to see them. I asked to speak to a supervisor or manager but was told there are none?????
  I am so disappointed in Hilton. From what I have read on several websites I am not alone. Hilton will not and does not honour its price match guarantee. Most people say it is a gimmick and scam and quite honestly I have to agree. Because I can’t get a refund this will be the last time I will ever stay at a Hilton property. I will take my business elsewhere. Hilton is taking people for fools. Had I been able to give “0” stars I would have. Non existent customer service.

  Hilton Worldwide

  Date: 11/09/2022

  Dear Mr. B****,
  Your claim under our Price Match Guarantee could not be approved because the terms of the reservation you found on Booking.com differed from those on the reservation with Hilton.
  At your request, the denial was reviewed by several members of the Price Match team. They all concurred that the terms you presented differed from those offered by Hilton. As they advised, members of our Price Match Guarantee team are empowered to decide on cases and review these decisions, if asked to do so. Accordingly, they are the final level of appeal in these matters. The team has reviewed your case numerous times and declined further review. This is a decision with which our Executive Customer Relations team concurs.
  Hilton approves eligible claims under the Price Match Guarantee every day. I regret that we were not able to approve yours and trust you will understand that, in order to maintain the integrity of the program, we must decline claims that do not meet the program's terms and conditions.
  With best regards,
  David R
  Executive Customer Relations
  PMG 145142674

• Review fromjohn h

  Date: 10/18/2022

  1 star

  john h

  Date: 10/18/2022

  The hotel is imploding. The carpets are stained, torn and stretched. Elevators, ice makers, computers in the business center all out of service. This hotel is mismanaged, not managed. Our first room smelled like bug spray and the bedspread was tattered. The tub had mold. The second room was marginally better. Two other people were getting their rooms changes at the same time we ;were and the next day a lady was being told, they had already changed her room four times and didn't have any more rooms. She was asking for a refund. It was her young daughter's birthday weekend present. I will be posting the pictures I took of the conditions to any and all places that allow it. I noticed you don't want people to post as to the condition of this cesspool. As Edgar Allen Poe once said. . . "NEVERMORE!"

  Hilton Worldwide

  Date: 11/09/2022

  Hi, Mr. H*****:
  Thank you for sharing your concerns regarding the cleanliness and maintenance challenges you encountered during your stay at the Hampton Inn Memphis-Walnut Grove/Baptist East.
  I apologize again for the inconvenience and frustration. Please be assured we have captured this opportunity to broadly share your feedback as we continue to improve our overall guest experience. Additionally, 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. H*****. 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 and hope our efforts to address your concerns demonstrate our desire to restore your faith in Hilton.
  Best regards,
  Mia G.
  Executive Ambassador
  Hilton Executive Customer Relations

• Review fromKellie R

  Date: 10/16/2022

  2 stars

  Kellie R

  Date: 10/16/2022

  I stayed at the hotel on July-August and it was one of the worse experience of my life. The night I checked into my room I went to the room looked like it had be ransacked. Went back to the lobby explained the situation and had to wait 35 minutes for the room to be checked by housekeeping. Most of my co-workers rooms were missing items out of their rooms. One person’s refrigerator wasn’t working properly. Housekeeping only cleaned the rooms once. Had to take out own trash. Other people staying in the hotel was leaving trash in the hallways and that created another issues. Roaches! Had to buy raid and Lysol. On one of the beds there were blood stains on the sheets. (Thank God for the other bed) Since I was there for work I had to wash my clothes and the lobby never had enough change. Maybe invest in a change machine or update the washing/drying machines so that it can take credit cards. Washing machine was atrocious. Had to pay extra to clean it out before I put my clothes in. When asked for fresh towels barely got them. Breakfast staff was friendly but most of them didn’t have hair nets on until someone complained. During this stay the hotel cut the water off twice during peak hours since I had to be at my meetings at 0700 and the water was cut off between 0000-1000. Luckily the local Walmart was in Uber distance and I was able to get water. What saved this from being 1 star was happy hour, breakfast was hot and fresh, and the transportation to and from places as long as you were back before 2200. After that you had to pay outrageous prices for Uber.

  Hilton Worldwide

  Date: 11/02/2022

  Dear Kellie,
  On October 26, I sent you an email asking you for details of the hotel you wrote about so that I could address the issues you raised. Because it is not now possible for me to determine which of our 7,000 hotels you wrote about, we are closing our file on this matter. If you would like us to look into the circumstances you detailed, please send an email to ******************************* including the name and location of the hotel you wrote about.
  With best regards,
  David R
  Executive Customer Relations
  SF *********

• Review fromF. G

  Date: 10/11/2022

  1 star

  F. G

  Date: 10/11/2022

  Hilton San Diego Mission Valley - UNSANITARY BATHROOM WITH NO CORRECTIVE ACTION BY MANAGEMENT. I stayed at this hotel for two nights for a conference. I arrived around 10 pm and was settled in when I noticed that there was green phlegm in the bathtub. Clearly, it had not been cleaned by housekeeping so I reported it to the front desk. They sent someone up to sanitize the bathtub, but I asked that they send someone up the next day for a full bathroom cleaning, as I was wondering what else was not cleaned. It was too late to change rooms, but in retrospect, I wish I had. The next day, I spoke with a manager at mid-day to again ask for the bathroom to be sanitized, and she promised it would be taken care of. At the end of the day, the bathroom still had not been cleaned, so I spoke with the evening manager as I was heading out for dinner to again request that the bathroom be cleaned. When I returned, the manager indicated that the bathroom had been cleaned, but it clearly had not been cleaned as I could see the coffee drips in the sink (from the morning), and smudges on the floor. I again spoke with the manager and she promised to send someone up. It was 9pm by this time, and by 9:30 pm, it was pretty clear that no one was coming to clean the bathroom. The next day, I attended my conference and checked out. I spoke with the manager on duty to let her know of my experience, and I received a very weak apology. I will never return to this hotel. Given the fact that we are still in COVID-19 times, this was completely reprehensible. My husband became ill the day after we checked out, and I became ill the day after. Fortunately, we have tested negative for COVID-19, but clearly their housekeepers are taking shortcuts. I will never stay at this hotel again.

  Hilton Worldwide

  Date: 10/20/2022

  Dear Ms. ************ 
  I am writing from Hilton’s executive office in response to your complaint on the Better Business Bureau’s website about your October 5 – 7 stay at the Hilton San Diego Mission Valley.
  Thank you for taking the time to share your concerns. I have contacted the team at this independently owned and managed hotel to understand the circumstances you detailed. I called you a few minutes ago about this and left a voicemail.
  It appears that, after you reported the unclean condition of the bathtub, you were offered a change of room, but did not accept it. Then a housekeeper came to clean the bathtub. A review of the notes made by the hotel’s front desk team indicates that your requests to have the entire bathroom cleaned again were recorded as requests to have the bathtub cleaned again. We apologize for this apparent misunderstanding.
  As a gesture of amends and goodwill, the team at the hotel’s front desk refunded the parking charges for your stay. In light of our repeated failure to meet your expectations, I have also deposited points in your Honors account, which you can use toward a stay at any of our more than 7,000 hotels worldwide.
  We thank you for taking the time to let us know of your concerns. This has given the team at the hotel the opportunity to take steps to ensure there is no repetition.
  With best regards,
  David R
  Executive Customer Relations