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 fromJennifer T

  Date: 07/30/2022

  1 star
  We travel from Chicago to Memphis for a family reunion. The family had a room block at the Hilton Garden Inn Memphis/Wolfchase Galleria. Long story short: Due to us rushing out I left a bag in to room. I didn’t realize it til we made it all the way back to Chicago. As soon as I realized it I called the hotel right away(9:20-9:45pm). The person who answered the phone stated that she didn’t see the bag but I could call house keeping in the morning to see if they had it. I called the hotel around 8am. The female who answered the phone said she had it. I had my cousin who was in Memphis at the time pick the bag up for me. She called me after she retrieved the bag. When I asked her to check what was in it that’s when I knew they robbed me. I was missing two pair of shoes, a bottle of perfume, and a belt. All of this costing about $1500. I called the hotel back asking who I need to speak to about my things being missing. She connected me to Sherry. She said she was the Director of housekeeping. She asked me what was missing and when I checked out. Told me she would look into it and call me back. This was Monday. I never got a call. Tuesday I called the hotel back and spoke to the Assistant General Manager Malcom. He said he knew of the situation and was going to look into it. He must of had caller ID on the phone because he read my number back to me or he got it from Sherry( even though she never called back). He asked if I could give him time to look into it and call me back at 1. I said that was fine. He also never called. About 230 I tried to call the hotel and it told my that the number I was trying to reach was incorrect and to try again. I tried again for a least 5 hours. When I finally got through the girl who answered the phone said “ please hold”. I held on for 20 minutes before the phone disconnected. So I guess staying at a cheaper hotel means they saved on the hospitality

• Review fromCedric R

  Date: 07/28/2022

  5 stars

  Cedric R

  Date: 07/28/2022

  They don’t like Transgender Women and VERY and I don’t .

  Hilton Worldwide

  Date: 08/09/2022

  We have made several attempts to contact you by phone and email and have had no reply. If you would still like to address this matter, please send us an email at [email protected] or call us at 888 240 6152.

• Review fromHarvinder S

  Date: 07/26/2022

  1 star

  Harvinder S

  Date: 07/26/2022

  booked the hotel at Hillton Downton at *** ***** ******** ******* ***** ******** ** *****,.
  within 1 hour had to cancel the hotel due to uncertain reasons and i got fully charged for the hotel.like literally in 1 hour. how fair is that? do not treat customers like money making machine ,they work hard as well. you could have taken a small deposit like 100$ max and refunded rest of my $900 i paid. We work hard and you guys try scam us and rip us apart? is this how you want to sustain in the business with no customer loyalty and support?
  ou booked for 2 adults
  Check-in Thursday, August 4, 2022
  Check-out Sunday, August 7, 2022
  Booking number 3544990****
  PIN Code 74**
  Cancellation Terms
  Total cancellation cost: US$ 942.2316
  if you really care for your customers then work with them, and find them solution ,dont try to scam them with their hard earned money. its not fait. i will raise this in every site if i have too if this is not resolved. let people see through it.

  Hilton Worldwide

  Date: 08/12/2022

  Dear Harvinder,
  Thank you for sharing your concerns about the challenges you've encountered regarding your reservation at the Hilton Chicago. I've also sent you a direct email.
  I'm sorry for the inconvenience and frustration this matter has caused you. I located your reservation and found that you booked through a third-party company (Booking.com). The reservation was booked as non-refundable, and Booking.com charged you as that seems to have been their booking requirement. I spoke with the hotel on your behalf, and they canceled the reservation on 7/26 and waived the charges on their end as an exception, which means the hotel received no payment for the reservation. As Booking.com holds your funds, we must ask that you contact them to request they process your refund.
  Thank you for sharing your feedback and allowing us to respond to your concerns, Harvinder. 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.
  Best regards,
  Mia G.
  Executive Ambassador
  Hilton Executive Customer Relations

• Review fromIRENE G

  Date: 07/25/2022

  1 star

  IRENE G

  Date: 07/25/2022

  Embassy Suites - Deerfield Beach-
  Management needs to be present and attend to guest. Guest are allowing non guest in and wreaking havoc.
  We had family reunion, I booked 7+ rooms. One of the rooms was Oceanfront but the view was of the wall of the condo next door. When I asked to be moved they said the said it had access view to the pool. They charged for Oceanview.
  I had another family member find bed bugs took picture and was moved to another room. When they checked the new room the tub was full of water from the previous guest. They were moved again.
  The rooms are dated and need renovations.
  There was another group staying and teenagers and young adults were smoking weed in the hallway, by the pool by the restaurant. You could smell it in the elevators and the hallway. Management was notified.
  Kids were throwing football across the pool almost hitting guest there was no adult supervision. Kids were running down the hallway at 1:00am and knocking on doors. The guest were making it uncomfortable for other paying guest.
  Suggestion, give guest bracelets and make sure they wear it to breakfast, happy hour and in the pool area.
  Needs new management.

  Hilton Worldwide

  Date: 08/16/2022

  Hi, Ms. G*******:
  I hope your week is off to a great start.
  We are pleased to learn that the hotel's Front Office Director reached out to you to address your concerns and offered Hilton Honors Points as a service gesture for your experience.
  I offer our apologies again for the inconvenience and frustration your family encountered. Please be assured we have captured this opportunity to broadly share your feedback as we continue to improve our overall guest experience.
  Thank you again for sharing your feedback with us, Ms. G*******. Service Excellence is vital when building and maintaining our customer base, and we thank you for choosing our hotel for your family reunion. We genuinely hope you will consider the Hilton Portfolio of Brands for your future travel and hospitality needs.
  Best regards,
  Mia G.
  Executive Ambassador
  Hilton Executive Customer Relations

• Review fromBrian W

  Date: 07/25/2022

  1 star

  Brian W

  Date: 07/25/2022

  In April I acquired a credit card that was supposed to provide Hilton Gold status. Hilton has refused to honor the agreement with the credit card company and will authorize the status change. Originally Hilton tried to blame the credit card company for the problem but it turns out that was not the case.

  Hilton Worldwide

  Date: 08/08/2022

  Dear Mr. Westberg,
  Please accept my apology for the delay you have experienced in having your Honors account upgraded to Gold tier. I understand the team at American Express is working to fix this from their side. (If you have not already done so, please contact Amex and tell them your Hilton Honors account number.)
  As a stopgap measure, I have upgraded your account to Gold tier through March 31, 2024, effective immediately. You can see the benefits of gold membership here: https://www.hilton.com/en/hilton-honors/member-benefits/
  Thank you for letting us know of your concerns and for the opportunity to address them.
  With best regards,
  David R
  Executive Customer Relations

• Review fromSeneca W

  Date: 07/25/2022

  1 star

  Seneca W

  Date: 07/25/2022

  On July 21, 2022 I had a reservation at the Hampton Inn **** ***** **** ** ********** *h 45219. I had initially made the reservation March 2022 for the Cincinnati Music Festival. When I first made the reservation I was told the price was $453. In June I was told the price was $953. $400 more than I was quoted initially. I have all emails for proof as well. When I called the hotel, I was told a $250 hold would be placed on my card. Sunday when I checked out I was told I could pay by card or cash. I was never told that $1109 would be held on my debit card.
  When I arrived at the Hampton Inn on July 21, 2022, I was greeted by a tall thin black man that was outside told me it would be 1 minute before I could get checked in. His name was Terrell. He was sitting on the curb drinking alcohol with our party, moonshine to be specific. He was slightly intoxicated when he came back in to check me in. My friend was with me and witnessed the entire episode. He told me that $1109 would be placed on my card. I told him that that was not what I was told. I wanted to speak with manager that was present. He then began to tell me the policy. Again I told him that that was not what I was told . Plus it was after hours and I needed to call my credit union to allow a hold of this size to go on my card. I asked to speak to a manager. Again, Terrell had been drinking.
  After about 10 minutes later, Alexandra comes out. I was told she was a General Manager. She came out and was EXTREMELY rude. I told her what was told to me over the phone. She then began to get very smart. So I turned away from the desk to make a call. Alexandra asked me what I was doing. She then said your reservation Is cancelled. I had driven 4 plus hours and she cancelled the reservation. When I said again I had driven 4 hours she stated that she did not care and to leave before she would call the police.
  The maintenance guy was kept yelling cancelled and told me I better "watch myself". I was threatened.

  Hilton Worldwide

  Date: 08/09/2022

  Dear Ms. W***********,
  I am writing with regard to your recent review on the Better Business Bureau’s review site.
  I am sorry to learn that your visit to Cincinnati did not go as anybody would have hoped.
  Three months (March to June) passed between when you first checked the price of a reservation and when you made one. It is not at all unusual for there to be wide variations across similar amounts of time. The price of hotel rooms change by the minute. Also, it is standard within the hospitality industry for hotels to require a deposit at check in equal to the anticipated cost of the stay plus an amount for any incidentals.
  Given the serious nature of the issues raised in your online comments, I also reviewed the circumstances as recorded by the General Manager of this independently owned and managed Hampton Inn. There are always two sides to this sort of episode.
  It seems that your card was declined when the team at the hotel requested authorization for the cost of your stay and a deposit. When the hotel’s General Manager attempted to discuss the situation with you, she reports that you responded with racism and profanity, and that this persisted after she asked you to stop.
  The safety and sense of security of our guests and team members are paramount at Hilton. The language you used and your vehemence in using it created what the hotel’s manager judged to be a hostile environment. Further, Hilton places great importance on diversity and inclusion. We welcome more than 160 million guests per year from every part of the world and every background. We have no tolerance for speech or behavior that is inconsistent with that.
  Accordingly, the hotel’s General manager canceled your reservation and let you know that you are not ever welcome to return to that property.
  I regret these circumstances but confirm that we concur with the actions of this manager.

• Review fromMichael F.

  Date: 07/24/2022

  1 star

  Michael F.

  Date: 07/24/2022

  While staying at the HAMPTON INN ODESSA TRINITY in Odessa Florida, I was bitten in the calf by another guest’s dog while in the lobby. I had four punctured marks and was bleeding. I informed the manager of the incident and a report was done detailing the incident. The owner of dog was apologetic and gave me his information in case there were any medical bills. When I had checked out I was surprised I had not been offered some kind compensation for the incident. I requested a discount on my stay and was told the manager would submit a Hilton Guest Assistance Case Number to get approval for the request discount on my stay. Since I did not receive a follow-up email, test message or a phone call regarding the incident I called Hilton Guest Customer Service for an update on my discount. The representative informed me she couldn’t reach the hotel manager and was informed to call back tomorrow. I did this several times with the same results each time. Today was the fourth phone call and this time the representative stated a refund was approved the same day I had checked out. I stated I was confused as I was informed it had not been resolved. She further stated a check would be processed and mailed out within 30 to 60 days. I stated this was unacceptable and requested the refund be added to my credit. She stated she could do that. I requested an email to state the refunded was approved but she stare she couldn’t do that either. At that point I requested to speak to a supervisor in which she stated she was the last line of communication for this situation. This by far has been the worst customer service experience I’ve ever had with a hotel

  Hilton Worldwide

  Date: 08/10/2022

  Dear Mr. F******,
  I am responding from the Hilton Executive Office regarding the billing and service concerns you reported relating to your stay at the Hampton Inn by Hilton Odessa Trinity. I attempted to reach you by phone and left you a voice message. I'm sorry I missed you.
  I'm so sorry to learn another guest's dog bit you during your stay. I hope your leg has mended. Please accept our sincerest apologies for the inconvenience and frustration you have experienced. Our goal is to provide only the highest level of service and a safe and comfortable environment for our valued members and guests. We regret we fell short of those expectations on this occasion.
  I spoke with the hotel's Assistant General Manager and learned that he addressed your concerns while you were at the property. He apologized for any confusion and advised he created the Guest Assistance Case to document the incident; however, he did not intend to suggest they must await approval from our office. He waived your room and tax cost for the night of 7/17 on 7/18. Since they had already run an authorization, there might have been a hold on your account. Authorization holds can take several days to release after checking out. We are confident that you shouldn't currently see a charge for the night of 7/17 in your account. If that is not the case, please let me know.
  Regarding your experience with our customer service team, I will request a review of the calls to ensure we address the coaching opportunities. I deposited Hilton Honors Points into your account as a gesture for your disappointing service experience.
  Mr. F******, your voice is critical to our success, and we thank you for taking the time to share your feedback and allow us to address your experience. These details help us to assess the service we are providing and make us aware of opportunities for improvement. We hope you will continue to choose the Hilton Portfolio of Brands for your travel and hospitality needs.
  Best regards,
  Mia G.
  Executive Ambassador
  Hilton Executive Customer Relations

• Review fromHussain K

  Date: 07/24/2022

  1 star
  I was staying at the home two suites at Tulsa Hills in Oklahoma. I usually don't complain but ,after today I feel the need to complain because the blatant disregard of customer service and lies. I arrived to my room on July 17 and it was clear that the room was not clean and trash from the previous tenant was still there. I repeatedly asked the front desk to please clean my room, and they assured me that they will. Every night I would come by and see the room was not clean. After three days of continuous back-and-forth I finally went down and confronted the room service and they told me that I'm not even on their list. Mind you this was a Sunday. I went down to the front desk to inquire and they told me they don't clean on weekends. That's the first lie as housekeeping was clearly cleaning all the other rooms. Then they told me that my room had a do not disturb sign which is also another license I'm not even in my room from 5 AM to 8 PM and there was no disturb sign on there. I would like to request a free night stay or a refund on my room, as I was not able to enjoy a clean, sanitized room.

• Review fromCh I

  Date: 07/21/2022

  1 star

  Ch I

  Date: 07/21/2022

  If I could give ZERO stars I would. The hilton customer service is such a joke, and it's on par with motel 6. I made a transfer of honors points to miles, then shortly after I realized I actually wanted to use my honors points so I called and asked to cancel the transaction. The customer service person confirmed he canceled the transfer and I would get my points back. I then I called back again to see how long it would take to get back into my account. The second person I spoke to told me it'll take a month.
  I wait a whole month, and the points aren't back into my account, so I called again and no one seems to know what I'm even talking about. Everyone keeps asking when I called about the cancel of the transfer because hilton customer service apparently keeps NO history of anything! And I mean ANYTHING. There were no notes of my last calls, no dates, no information at all! I've repeated myself so many times, I'm so over it at this point. Hilton customer service is ALLOWED to promise you things over the phone just to get you off the line. It's not like there would be any repercussions against what they tell you since there's NO notes, information or trail! I'm literally down 100,000 honors points because no one knows what's going on and no one cares.

  Hilton Worldwide

  Date: 08/03/2022

  Hi, Charisse:
  
  Thank you for taking my call today to discuss the service challenges you experienced when requesting to cancel your points exchange. It was a pleasure speaking with you.
  
  I apologize again for the inconvenience and frustration you have experienced. Please be assured we will review your calls to address all coaching opportunities.
  
  As we discussed, a points exchange is non-cancellable once initiated; however, we are happy to honor your request due to the misinformation provided. I will monitor your account and follow up with you once the 100K points reflect in your balance. Additionally, I deposited the Hilton Honors Points I offered as a service gesture into your account this afternoon.
  
  Thank you again for sharing your experience with us and allowing us to make it right, Charisse. Your loyalty and trust in Hilton are valued, and we appreciate you choosing the Hilton Family of Brands for your travel and hospitality needs.
  
  Have a great rest of your week.
  
  Best regards,
  
  Mia G.
  Executive Ambassador
  Hilton Executive Customer Relations

• Review fromJoseph D

  Date: 07/20/2022

  1 star

  Joseph D

  Date: 07/20/2022

  Hilton brand gets worse it seems. I hear of complaints all the time but my experience this past week was not good as well. Switched rooms mutiple times first day in Martinsburg WV at Hilton Garden Inn. Front desk staff were very rude even while talking on the phone. At one point during our stay my wife and I got stuck on the elevator for 25 mins and the door had to be pryed open by the local fire department which has supposedly happened mutiple times in the past 6 months. Along with that elevator not being repaired or put out of service until it is repaired. Breakfast was an extra cost which should not be the case at a sub par already high priced hotel.
  1 star for sure.

  Hilton Worldwide

  Date: 07/28/2022

  Dear Mr. D*******,
  I am sorry that your stay at the Hilton Garden Inn in Martinsburg was marred by an elevator’s malfunction. The safety and comfort of our guests is paramount at Hilton. Accordingly, supply chain issues that are affecting the availability of parts for elevators everywhere notwithstanding, we make every effort to ensure elevators are maintained and inspected as per all relevant guidelines and regulations.
  I understand that the team at this independently owned and managed property refunded the cost of your room as a gesture of amends and goodwill.
  As you noted, breakfast is not complimentary at Hilton Garden Inns. However, Gold, Diamond and Lifetime Diamond members of Hilton Honors do receive a food and beverage credit of $10 per person per night for up to two guests sharing a room. That credit can be used toward breakfast – or any of the hotel’s other food and beverage offerings. You can join Hilton Honors for free at www.honors.com .
  With best regards,

  Hilton Worldwide

  Date: 07/28/2022

  Dear Mr. D*******,
  I am sorry that your stay at the Hilton Garden Inn in Martinsburg was marred by an elevator’s malfunction. The safety and comfort of our guests is paramount at Hilton. Accordingly, supply chain issues that are affecting the availability of parts for elevators everywhere notwithstanding, we make every effort to ensure elevators are maintained and inspected as per all relevant guidelines and regulations.
  I understand that the team at this independently owned and managed property refunded the cost of your room as a gesture of amends and goodwill.
  As you noted, breakfast is not complimentary at Hilton Garden Inns. However, Gold, Diamond and Lifetime Diamond members of Hilton Honors do receive a food and beverage credit of $10 per person per night for up to two guests sharing a room. That credit can be used toward breakfast – or any of the hotel’s other food and beverage offerings. You can join Hilton Honors for free at www.honors.com .
  With best regards,