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Hilton WorldwideThis business is NOT BBB Accredited.
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This profile includes reviews for Hilton Worldwide's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 573 Customer Reviews
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Review fromKerry G
Date: 01/20/2025
1 starKerry G
Date: 01/20/2025
Hotel is NOT accommodating. Parking is blocked off every day with cones. Bathtub drain and room heater are broken. Many lights/plugs do not function and there are nousb charging plugs. Meal credit was not applied on our first stay and no room upgrades were available. Two days after arrival the app still shows we are not checked in and the Front desk computer indicates we have only been there one day instead of two (so far). Our kleenex was empty on arrival and we requested kleenex three times before they responded on the SECOND day (they didnt even bring it when they cleaned the room). They do not provide water at checkin at this hotel. We have stayed at the ******** in ********* in prior years; we are definitely going back because this hotel staff is not committed to BASIC customer service. Many room outlets/lights do not work and room has no microwave. Property has extremely small elevator also. Not good for skiers.Hilton Worldwide
Date: 01/22/2025
Sent: Wednesday, January 22, 2025 1:16 PM
Hello *****,
I hope this email finds you well. I am following up on your current stay at the ******. I am sorry you missed my call today; I did leave a voicemail.
The hotel has acknowledged your concerns and has shared that engineering has been sent to your room and were unable to find any deficiencies. Microwaves are not available in the standard room that you have booked, you may request a microwave, but it is based on availability.
Thank you for bringing this matter to our attention and for allowing me to assist you. We appreciate your loyalty to Hilton and look forward to providing you with an exceptional stay experience.
Yours in hospitality,Review fromCarissa T
Date: 01/14/2025
1 starCarissa T
Date: 01/14/2025
We stayed here today 1/14/24 for 4 hrs due to transit and we were charged for waters we did not drink. And they wont reverse it. This hotel is a scam. Stay somewhere else. It is so sketchy to stay here when you get overcharged for things you did not use.Hilton Worldwide
Date: 01/16/2025
Hello *******,
Thank you for providing the requested information.
We have contacted the Garden Inn ************************ they have credited you for your water. This should be reflected on the credit card used in the next 5-7 days.
Thank you for bringing this matter to our attention and for allowing me to assist you. We appreciate your loyalty to Hilton and look forward to providing you with an exceptional stay experience.
Yours in hospitality,Review fromJeannene M
Date: 01/14/2025
1 starJeannene M
Date: 01/14/2025
Checked in on 1/2/25 with check out on 1/10/25. I was charged ******* on the 1/7/25 and then charged ****** on 1/10/25. I checked out on 1/9/25 due to the weather. Both times I spoke with ****** about my charges and she was very helpful but please make me understand why I was only refunded the ****** when you know you charged me ******* as well. Bad business is happening in *********. Please double check your hotel bill before leaving. They love too over charge you.Hilton Worldwide
Date: 01/27/2025
On January *******, we attempted to contact the guest requesting the following information which we require in order to find the guests reservation and address the concerns they raised in their complaint. I followed with an emails and phone call on January *****, 21 and 23, 2025, which repeated the request for as much of the following information as possible:
The Hilton reservation number
The name on the reservation
The name and location of the hotel
The check-in and checkout dates
The number of any Hilton Honors account on the reservation.
I do not appear to have received a reply. Accordingly, we have had to close our files on this matter. If the guest still wishes for us to resolve their complaint, please ask them to reply to either of the emails I sent or to contact **************************************************************** with their complaint and as much of the information I requested as they can provide.Review frommarkwmonaco
Date: 01/09/2025
1 starmarkwmonaco
Date: 01/09/2025
Last email sent to CS:"I STILL have not received a response (9JAN25).Staying in a premium with a jacuzzi tub and NO HOT WATER was miserable. Your technician never fixed it, took forever, and late for an event (and he did not understand any English). Hot water is at even the cheapest motel in town. I expect more from the Hilton ******* am exhausted chasing you to do your job.From: guest.correspond : Tuesday, December17, ******* Subject: Hilton Assistance Case # XXXXXXX Hi ****, Thank you for contacting Hilton Assistance regarding your recent experience at one of our properties Guest inquiries and feedback are important and valuable to us. A case has been for you and forwarded over to the hotels management team for review Please allow 3 days for-up. Warmest regards, Guest Relations SpecialistHilton Worldwide
Date: 01/12/2025
Sent: Sunday, January 12, 2025 12:30 PM
Hello ****,
I hope this email finds you well. This is ***** with the ***************** I am responding to your Better Business Bureau review about your stay at the Hampton Inn Paramus. I am sorry I was unable to leave a voicemail at the 0000 phone number.
We are sorry to hear that the water temperature during your stay did not meet your expectations. For safety reasons, maintenance was unable to increase the heat temperature beyond a certain limit. However, we understand how this may have affected your comfort and experience.
Our records show that the hotel staff tried to address the situation during your stay and after your stay but were unable to receive a response. Our Guest Engagement Specialist offered as a gesture of goodwill a Be My Guest Certificate instead of the Hilton Honors Points offered to you.
Thank you for being a Hilton Honors Blue member and We hope to welcome you back in the future and provide you with a more comfortable stay.
Yours in hospitality,Review fromJames G
Date: 01/07/2025
1 starJames G
Date: 01/07/2025
Hampton Inn ********, ** automatically charges for parking and does not asks guests if they have a vehicle. This is actually a $10/night charge not included in the room rate because it is automated. Yes disclosed that there is a charge for parking but not that you have to have it manually removed. This is fraud.Hilton Worldwide
Date: 01/08/2025
Sent: Wednesday, January 8, 2025 1:07 PM
Hello *****,
I hope this email finds you well. This is ***** with the ***************** I am responding to your Better Business Bureau review. I am sorry you missed my call today; I did leave a voicemail.
We apologize for your billing errors, since your review does not state if you did not used self-parking during your stay, we would need to know this information to process your refund. The $10.00 charge for self-parking is transparent on our website and the Official Hilton booking channels.
Thank you for being a loyal Hilton Honors Silver member and I await your response.
Yours in hospitality,Review fromNICOLE W
Date: 01/02/2025
1 starNICOLE W
Date: 01/02/2025
Embassy Suites, Kansas City, MO. Main issue the whole hotel had no hot water. It was a known issue before I checked in. I was not made aware of this issue at check in, nor did they have any kind of signs up. I had my husband and three children with me...If I would have known there wasn't hot water. I would not have checked in. We did not find out about the hot water issue until I went to give my 2 year old a bath, to only find, ice cold water. Front desk said it was a known issue and was fixed at that time. Told me to give it an hour and all would be fine. All was not fine. One hour later...now being 9pm with a 2 year old, who just wanted to go to bed. Front desk informed me again that it was fixed, when it was not. Morning comes there is now a sign on front desk and they have no ETA on when the hot water will be fixed. I was told I would not be getting a refund for having to relocate my family on our vacation. I would only be getting points on my Hilton honors that would take 10 business days to show up...How does that help?? I had to pay for a different hotel room and luckily was not charged an early check in fee there. I was told my parking would be free and I was still charged for one night of parking. Hotel is very outdated and not very clean also. Will NEVER be back. Hilton has lost a customer!Hilton Worldwide
Date: 01/24/2025
Hello ******,
We want to sincerely apologize for the inconvenience you experienced due to the hot water outage on the second day of your stay. We understand how frustrating this must have been and appreciate your patience as the hotel resolved the issue within a few hours.
We have submitted your refund request. You can expect to receive your refund in the next 4-6 weeks at your mailing address.
Thank you for bringing this matter to our attention and for allowing me to assist you. We appreciate your loyalty to Hilton and look forward to providing you with an exceptional stay experience.
Yours in hospitality,Review fromNykie S
Date: 12/31/2024
1 starNykie S
Date: 12/31/2024
On December 12, 2024, I contacted Hilton customer service to reinstate my ***************************** points, which were redeemed due to an Enterprise car reservation I did not use and 22, 250 points due to a Lyft credit that I did not use. I spoke with two different supervisors, both of whom informed me that case numbers were created to reinstate my points. On December 15, 2024, I called to check the status of both cases and spoke with another supervisor, who told me that the cases were still being processed. On December 16, I talked to another supervisor, who informed me that points could not be reinstated according to Hilton's terms and conditions. I was shocked to learn about this policy, especially since three other supervisors had not informed me. This lack of information only served to underline the poor communication. On December 18, 2024, I received an email from Hilton customer service notifying me of a **********************/enterprise partnership emailand phone number for customers to cancel. I called the phone number on December 18, 2024, and spoke with a supervisor. To my shock, the supervisor suggested that I could've Googled it if I didn't have the correct contact information and phone number to make the cancellation. This unprofessional suggestion only highlighted the lack of support I was receiving. After further research and soliciting help, I emailed the executive team. I received an email response and a voicemail from a member of the executive team telling me to contact them directly I replied via email and called the number I provided multiple times; however, my calls were routed to a voicemail. I have redeemed over ****** points which is over a $200 value for services that were not rendered. After multiple phone calls and emails to Hilton regarding this matter, I am told to go to a different website. How was I supposed to know to access any other website, bedsides **************, regarding my cancellation?? I have been reaching out for help for over three weeks now.Hilton Worldwide
Date: 01/02/2025
Hello Nykie,
I hope this message finds you well. This is ***** with the ***************** I am responding to your Better Business Bureau complaint about your points redemption on your car rental and **** purchase. I am sorry you missed my call today; I did leave a voicemail.
We apologize for the miscommunications with your rewards car rental and the terms and conditions of the agreement. We are reviewing the calls received to identify the errors. We have reviewed several of the email communications as well for the request of more information as well as the response on your Lyft credits.
We do see our Honors Finance had responded to you on December 16, 2024, about the transaction for the Lyft credit transfer as being final and non-refundable.
Thank you for bringing this matter to our attention and for allowing me to assist you. We appreciate your loyalty to Hilton and look forward to providing you with an exceptional stay experience in the future.
Yours in hospitality,Review fromSandra V
Date: 12/30/2024
1 starSandra V
Date: 12/30/2024
We have been very loyal to Hilton over the years. We have had a few instances, but management has always rectified the issues. Our last stay in Galveston was not a relaxing one. Our first hotel, double tree, the handle fell off the door and the lock did not work. The place was filthy, so we left and went to the Galveston Island Resort. The bathroom toilet kept running. They sent someone and it was fixed. The room was neat, but the telephones did not work so we could not get room service. We stayed at the same hotel weeks later and the phones still did not work. We waited all day for our rooms to be ready and no one contacted us. So we reached out to find that the ac was broken in one of the rooms, so they will be moving us. They relocated us to floor below our family. We contacted and they placed us in a joining rooms. The room was not what we paid for and asked for a non mobility room. They accommodated by moving us down the hall, but seemed put out that we were not pleased with their solution. We reached out to report the issues and the customer service did nothing. They just said they would send it to corporate to address. How do we know if anything gets done? Are we wasting our time trying to let you know that service is faltering and how repairs are being neglected? Customer service used to follow up with us and had management call us to let us know that something was done. Things have changed over the years and you all need to reevaluate how you treat customers.Hilton Worldwide
Date: 01/21/2025
Hello ******,
Thank you for sharing your feedback and for your loyalty to Hilton over the years.
We deeply apologize for the issues you encountered during your stays in *********. Your experiences do not reflect the high standards we strive to maintain. Please be assured that any guest feedback we receive is documented and forwarded to the hotel's senior leadership for their internal review. The leadership teams in ********* have addressed the concerns you mentioned with their maintenance and housekeeping teams to prevent such occurrences in the future.As a gesture of hospitality for your overall experience, Hilton Honors bonus points were added to your account. Although this will not change your experience, please be assured that we will continue to work with our hotels to reinforce Hiltons commitment to excellence for our guests and their families.
We appreciate you taking the time to share your comments with us, as your insights are invaluable to improving our services and facilities. Thank you for your loyalty as a valued Hilton Honors Gold member. We hope to see you again soon!
Review fromCatherine H
Date: 12/30/2024
1 starCatherine H
Date: 12/30/2024
Do not go here! I was injured in the dangerous tram tracks on resort staff showed no care or remorse I am now permanently with a huge scar on my leg and ankle problems! As well found out in ****** they are protected from a law suit! I am in touch with the insurance company who also is very uncaring of my situation ??Hilton Worldwide
Date: 01/05/2025
Hello *********,
I hope this email finds you well.
Thank you for providing the information requested. We are sorry to learn of your injury and have reached out to the hotel to be provided with an update. We understand that the insurance company has contacted you regarding your concerns. We encourage you to continue working with the insurance company on your claim.
Thank you for bringing this matter to our attention and for allowing me to assist you. We appreciate your loyalty to Hilton and look forward to providing you with an exceptional stay experience in the future.
Yours in hospitality,Catherine H
Date: 01/09/2025
I have a photo of my leg scarReview fromWilliam H
Date: 12/28/2024
1 starWilliam H
Date: 12/28/2024
Fire the bartender Zak
Hilton Temple Terrace
Now he’s insulting rudeHilton Worldwide
Date: 01/10/2025
Hello *******,
Thank you for taking the time to share your feedback with us. We deeply regret to hear about your recent experience at our hotel, especially after being such a loyal guest. Your experience is not reflective of the high standards we strive to maintain.
We take your feedback seriously and will address these issues promptly. Your insights, especially given your extensive experience in the hospitality industry, are invaluable to us.
We are committed to ensuring that all our guests feel welcomed and valued. We hope you will consider giving us another chance to provide you with the exceptional service you deserve.
Thank you once again for your feedback and for being a valued Hilton Honors Diamond member.Best regards,
**** *.
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