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 fromSean S.

  Date: 09/10/2022

  1 star
  I stayed at the Hilton Rockwall Lakefront property in Rockwall, Texas. The hotel lost electricity for 8 hours and it took two weeks to get a refund. For that night. I had to stay at another hotel that had power. I called back after two weeks after resolving billing issues to ask for some Hilton honor points since I am a Diamond Member for the inconvenience. Once I called back I was told that I could not receive any Hilton honors points for the headache that was caused from having to switch hotels in the middle of the night. If this is the policy than these managers and customer representatives should be fired for promising something they could not deliver.

• Review fromRobert J.

  Date: 09/09/2022

  1 star
  I was in town attending a Jazz Festival for the weekend, Driving 5 hours from Jacksonville. My room was booked in February of 2022, Its September now. Here's my point , I received my statement from the HILTON and there's a pet charge on there that doesn't belong to me. The festival specifically has a no pets allowed during the festival . I don't own a pet first of all and I don't have anything against them. I called Hilton to inquire about the extra charge and they basically told that one of there clerk saw me with a pet . I told the lady that I spoke with that she was mistaken but she decided to accuse me of lying. My bill was over $900.00 and I didn't have a problem paying it . Why would I cry over $50.00 for my pet , IF I had one. What ever Happened to customers are always right? I even mentioned to her that the room across from me had a pet, But she was so Hell Bent on charging me instead. I was willing to let it go , But her attitude was awful.

• Review fromCynthia B

  Date: 09/08/2022

  1 star
  Good afternoon Mr. Nassetta.
  My name is Cynthia B****, and I entered my Hilton hotel room about 15 minutes ago, located at Homewood Suites, 1410 Arrowhead Road, Maumee, OH.
  When I arrived at 2:15, a little earlier than check-in time, the staff person at the desk, Jasmine, informed me that no rooms were available until 3pm. She didn't even check her system to see if this was a fact, she just said it. I then seated myself in the eating area with a clear view to the front desk.
  At 2:35pm a man came to the desk. Jasmine said nothing to him about no available rooms until 3pm. and proceeded to check him in.
  I immediately went to the desk and asked why a room was suddenly available for the man, particularly given it was not yet 3pm. When I pressed her for an answer, she lied and said my room was still not available. When I pressed the matter further and asked her to specifically check to see if my room was ready (2BR, 2 bath), she said Ok, and then immediately went to the manager's office. I heard Jasmine say to her, "I'm not going to do it."
  The manager came out, said nothing about the problem and went on to check me in, and was pleasant enough.
  I arrived to my room and was greatly disappointed. The room is filthy. The kichen trash can has not even been emptied.
  I'm too tired from driving to move to another hotel at this point and have changed my mind about staying an extra day to rest.
  I've attached some pictures for your review.
  One last thing, I'm a senior citizen, and I've been around the block a few times, so hear me when I say this: Jasmine has a problem with people who are brown, like my complexion( as opposed to her completely different attitude with the man, who happened to be white).
  As a Hilton Honors Member, I am disgusted, not least because I don't normally live in filth, as I'm forced to do in this hotel.
  Hilton should be mortified that its name is on the building.
  Sincerely,
  Cynthia F. B****

• Review fromMelody O

  Date: 09/07/2022

  1 star
  I have made multiple attempts to speak to an agent from Swoop airlines regarding my cancelled flight and how to submit a claim for the hotel stay that was require given our flight was rescheduled the next day. The other option we have is through email.
  Swoop airline DOES NOT care about its customers and their vacation experiences. I have never been treated so poorly.

• Review fromJeremy B

  Date: 09/04/2022

  1 star

  Jeremy B

  Date: 09/04/2022

  I’m not currently happy with Hilton honors or Hilton Amex.
  There were three things that recently happened that were not okay.
  First, I applied for the Hilton Honors AMEX card and they decided not to give me my welcome bonus points. They said I had previously applied for an AMEX card which was years ago that I never even used.
  Second, I received an email from Hilton about a bonus if you purchase up to 80,000 points they will match it and give you an additional bonus points of 80,000. So I did that and ended up purchased $500 for 50,000 points and they gave me a free bonus 50,000 points. But when I redeemed the points they were only worth $250 at the end of the day. I totally got shafted by that deal.
  The third thing that just happened was I transferred my other Amex points over to Hilton they said every point was worth 2 Hilton points and so I transferred 130,000. That total to 260,000 Hilton points but then two days later I received an email from Hilton saying that there’s a promotion that if you transfer points over there were 2.6 points and they were not willing to honor the new promotion even though it was within two days.
  It seems to me that Hilton is more about legal language and business than customer service

  Hilton Worldwide

  Date: 09/13/2022

  Thank you for sharing your concerns about your Hilton / American Express card and the Hilton Honors program. You raised three concerns, which I will try to address individually:
  
  1) The decision to restrict welcome bonuses to new cardholders was made by American Express, not by Hilton.
  
  2) The points price for reservations is dynamic and there is no set rate at which points equate to dollars. That means that when one purchases points it is possible to use them towards rooms that would cost exactly as much as the points did, less than the points did or more than the points cost to buy. Assuming one’s Honors account is not dormant for more than a year, it is possible to keep points indefinitely and to use them when they can pay for a room that would cost more than the points did.
  
  3) It is disheartening to read that it seems to you that “Hilton is more about legal language and business than customer service.” Everybody at Hilton puts hospitality first. Part of that means abiding by guidelines that ensure that more the 120 million members of Hilton Honors are treated consistently; and that, from time to time requires that we abide by the terms and conditions of the Honors programs and promotions, etc. We are sorry that in this instance you feel let down by this.
  

• Review fromLashunta W

  Date: 09/03/2022

  1 star

  Lashunta W

  Date: 09/03/2022

  Im a rewards member and called to make reservations, he told me to hold while he check if he could find 3 rooms on the same floor. Was on hold 40min and then he hung up. I just booked with a non Hilton Hotel instead. Just terrible...

  Hilton Worldwide

  Date: 09/19/2022

  Hi, Ms. W*****:
  Thank you for taking my call to discuss your service concerns. It was a pleasure speaking with you.
  I apologize again for your disappointing experience. Our goal is 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. Please be assured we will review the call and address this coaching opportunity with our representative to ensure we improve upon our overall guest experience.
  I deposited the Hilton Honors Points I offered as a gesture for your experience into your account. Please allow up to 24 hours for the points to reflect in your online balance.
  Thank you again for sharing your feedback, Ms. W*****. 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 we look forward to welcoming you back soon.
  Best regards,
  Mia G.
  Executive Ambassador
  Hilton Executive Customer Relations

• Review fromHayley D

  Date: 09/01/2022

  1 star

  Hayley D

  Date: 09/01/2022

  If I could leave a zero star review I would. This past weekend I stayed at the Hilton at Atwells Ave in Providence, RI. I checked in at midnight, got into my room and put down my things and stepped out of the room with only my wallet and key card. I came back to my room and was unable to open the door. After a couple of attempts for concierge to remagnetize my key card, a security guard and I realized that the door's battery operated locking mechanism was dead. We came downstairs to the lobby where I had to wait for over 45 minutes for someone to show up to help me get into my room. While waiting in the lobby, I had to sit and endure the security guard and front desk concierge complain about their night, and make jokes about me going to sleep on the couch in the lounge, none of which I found very funny. Never once was I offered anything to try and make my experience better, like a snack or water (I had to ask for a water)...no attempts to create any kind of comfort. Maintenance shows up and we head upstairs and he is equipped with the equivalence of a wire coat hanger to open an old car up to try and open the door. He tries a crow bar as well. He gives up after 20 min and I am just left in the hallway. It is now about 2am. Security guard comes up shortly after to ask if I wanted the good news or the bad news. The bad news is that no one will be coming until morning to get me into my room. The good news, is that someone just tried to check in...their card got declined, so I luckily get a room. It was so unprofessional. I end up having to stay in a room with none of my belongings - no one offered me a tooth brush or anything to help make me more comfortable. I was in town for a continuing ed conference, that I was obviously absolute junk for the next day. I ended up having to go through several levels of management to get a refund for the weekend, and found new accommodations for Sat night. Hilton has yet to reach out after I tweeted them the following day.

  Hilton Worldwide

  Date: 09/13/2022

  Thank you for taking the time to let us know about your experience. Neither the malfunctioning lock nor the way you were treated while it was being rectified exemplifies the world-class hospitality you can expect from us. Please accept our apology.
  
  The managers of this independently owned and operated property have taken steps to ensure there will be no repetition of your experience.
  
  I am pleased that the team at the hotel arranged for the third party through which you booked to refund the entire cost of your reservation.
  

• Review fromAmeenah P

  Date: 08/26/2022

  3 stars
  THERE IS NO ROOM SERVICE. I have called twice and they have told me to come to the bistro to get my food. Why offer room service? I called last night and they told me that they didn't even have the items in the provided menu/book and that I must be looking at the wrong thing. But, they provided this to me??? I called today to ask if I could get silverware, plates and sauces, they told me they do not come to rooms. I asked them to clarify if they had room service and he said "I JUST SAID NO." I am here for two more days. A week long stay. SO DISAPPOINTING. By the way, it would be helpful if the buttons on my phone worked. No need to be rude when working in hospitality. Also, update the menus if you dont offer the things on them.

• Review fromReginald W.

  Date: 08/26/2022

  1 star
  What is the point of Hilton overseeing franchises if they let them discriminate the way they do? Read up on this corporation guys, I’m a diamond member and was kicked out of a hotel after they locked me INSIDE my room. Hilton is wreckless and refuses to take responsibility for their hotels. They will lie, stall, cheat and probably a whole lot worst if they can get away with it. This behavior has to stop. I’ve been victimized by them not once, but twice.

• Review fromMike N

  Date: 08/25/2022

  1 star
  Buyer beware, price gouging at this location is suspected. When booking a Monday - Wednesday there was 1 handicap room available for $430 per night when I then looked from Sunday to Wednesday same week there were several normal rooms available @ $250 per night. This simply couldn't be possible unless they were trying to steer me towards paying nearly $1,000 for 2-nights (with taxes). I travel to this hotel 2x per year and multiple other hotels annually. I have not seen anything like this before. No excuse!