Hilton Hotels Reviews 

We stayed at the Hilton Garden Hotel at Heathrow Airport. I had injured my foot on holiday and was transported by wheelchair to the hotel. Once there, the lovely staff provided me with the hotel wheelchair. All staff from reception to the dining room were exceptional. They arranged for us to have the room early so we’re able to sleep after our very long flight. Very comfortable room and divine pillow! We had booked a theatre visit that night and I was allowed to take the wheelchair to the tube and it was waiting for me ewhen I got back late that night.
Brilliant hotel. Very comfortable quiet room. All brilliant!

Hilton Name, Unfortunately Not Hilton Standards

We chose this hotel because we trusted the Hilton brand and paid approximately €400 per night for a Cave Suite. Unfortunately, our experience fell far below the standards we expected.

On our first night, we were unable to use our private pool because dust and debris falling from the cave walls had contaminated the water. Throughout the night, particles continued falling inside the room, and the extra bed provided for our child suddenly collapsed, causing our child to suffer a nose injury. We reported every issue immediately.

I want to be fair to the reception staff. They were kind, apologetic, and genuinely tried to help us. However, they explained that all decisions required the approval of the hotel manager, Ms. Nilüfer Durukan.

The following morning, we waited about 1.5 hours for Ms. Durukan, although we were told she would arrive within 15 minutes. Before she arrived, staff showed us another room, but it did not match the room we had booked and paid for. Even worse, its pool was also dirty and the cave walls were deteriorating even more.

After Ms. Durukan arrived, we spent another hour explaining everything again despite already reporting the issues and providing photos and videos. Instead of enjoying our vacation, we spent almost one and a half days trying to prove that the problems were real.

Our disappointment was not limited to the physical condition of the room. Throughout our stay, we were repeatedly affected by constantly changing management decisions. At one point, we were informed that, as a gesture of goodwill for the inconvenience we had experienced, a higher-category suite had been prepared for us. We were told the room was being cleaned and asked to wait. Trusting this information, we changed our plans for the day, packed our belongings again and prepared to move.

Approximately 30 minutes later, we were informed that the decision had been reversed and that we would remain in our current room after all.

This was not an isolated incident. After we had already moved into another room, hotel staff came to our door late at night and informed us that this room was only temporary and that we should be prepared to move again the following morning. The next morning, that decision was reversed as well, and we were told that we could remain in the same room.

Being asked to repeatedly pack and unpack our luggage, cancel our plans, wait for management decisions and then be informed that those decisions had changed was exhausting and completely unacceptable. These repeated changes are only a few examples of why we believe the hotel’s management demonstrated a serious lack of consistency and professionalism.

What disappointed us most was the management’s response. We were repeatedly told that these issues were “normal” in a cave hotel. Our complaint was never about the cave concept itself—it was about hygiene, guest safety, and not receiving the accommodation we had paid for. We were also told there were no equivalent rooms available, and if we wanted a better room, we would have to pay extra.

As guests who could not use the room as advertised from the very first night, we expected a fair solution or compensation—not an additional charge.

Technical issues can happen anywhere. What truly defines a luxury hotel is how management responds. Unfortunately, we left feeling that our concerns were minimized rather than addressed.

In all the hotels we have stayed at around the world, we have never experienced such inconsistent decision-making, unnecessary waiting, or such an unprofessional approach to guest care. Rather than making us feel valued as Hilton guests, we felt that we were constantly trying to justify legitimate concerns while management repeatedly changed its own decisions.

This experience was far below the level of professionalism, empathy, consistency, and customer care we expect from Hilton.

I sincerely hope Hilton’s corporate management reviews how this situation was handled to ensure future guests do not experience the same disappointment.

Traveling from the Redwood Forest to Yosemite with my wife and two kids I thought the perfect place to stop and stay the night would be the historic National Hotel in Jackson CA. I booked two adjoining balcony rooms overlooking the old downtown Main Street several months prior to our planed visit.

We arrived at the National Hotel after a long six hour driver ready to rest and see the sites of the old gold mining town. Upon check in we were told there was a problem with our reservation and that the adjoining rooms we reserved were not available. I provided my confirmation number to which the woman behind the counter replied yes I know “I’m the one who took your reservation but we gave it to someone else.” While I was upset I politely moved forward and we had just travel a long distance and we were exhausted. I asked if they had two other adjoining rooms to accommodate our stay. After a couple of minutes she came back with “I can get you into rooms 302 and 306, they’re close together, just one room separating them.” I explained the reason I booked adjoining rooms is because I was traveling with two children. Unfortunately she had no solution. I stepped outside to see if I could find appropriate accommodations elsewhere and ended up booking an additional night at the Firefly Ranch at our final destination outside of Yosemite.

I returned to the check-in area to find the manager engaged in conversation with my wife. He stated “we do have other adjoining rooms” but was quickly corrected by the woman helping us that they were already taken to which he replied “well we do have other adjoining adjoining rooms just not for you.”

I told them we would be moving on to which the woman replied she would see if she could refund our stay which eventually she did.

When we returned from vacation I reached out to Hilton, explained the situation and asked if they could assist in way of a credit due to the fact the ordeal caused not only disappointment and extended our already long drive but over $300 more than we budgeted due to the last minute change in accommodations.

The first reply from Hilton offered an apology and assurances that we were not charged for the room. I responded asking if they could help offset the costs with a credit for an upcoming Hilton reservation we had and provided the confirmation number for our upcoming stay. I received a response almost a week later stating that they could offer me 10,000 Hilton Honors points, the equivalent of $55.

So here we are writing a long review because of poor customer service all the way around from Hilton, despite several efforts to come to a fair resolution.

Bottom line. Hilton failed to provide a fair resolution at every turn despite their egregious error.

Hiltons knows how to take the reservation they just don’t know how to HOLD the reservation.

We went to a Hilton in Florence SC. The accommodations were terrible! Construction traffic all during our stay. Had to use the service elevator. On account of greed, they did not inform us of the construction beforehand. On top of everything else, I was told that I could use my points for the stay. But instead they charge my credit card and would not reverse the charge even though they made that promise! I will never stay at a Hilton hotel again!

1 Star – Hilton’s Price Match Guarantee Is a Scam

Hilton’s Price Match Guarantee is nothing more than a marketing gimmick.

As a Hilton Gold member, I’m shocked by how poorly this was handled. What should have been a straightforward claim turned into an exhausting ordeal. I was transferred four different times between departments, only to be told in the end that France is excluded from the Price Match Guarantee. This important exclusion was never made clear upfront.

To make matters worse, Hilton’s solution was to offer me a pathetic 500 Hilton Honors points as compensation. Considering the time wasted and the poor customer service I received, the offer was frankly insulting. I refused it immediately.

A company that values its customers doesn’t hide behind exclusions, waste their time by passing them from one agent to another, and then try to make the problem disappear with a token gesture.

This experience has completely destroyed my confidence in Hilton. As a loyal Gold member, I expected far better. After this, I’ll think twice before booking with Hilton again.

115 N Pennsylvania St, Indianapolis IN

From the moment we arrived, the physical condition of the property stood out. The main approach was visibly neglected and carried a strong, persistent odor consistent with urine and general lack of sanitation. Entry required being buzzed through locked double doors on both sides of the vestibule, which, rather than reassuring, reinforced the impression of a space struggling with control and upkeep.

The parking situation immediately added confusion and frustration. We were first required to pay for parking associated with the Hilton property, and then instructed to move the car into a separate paid parking structure at an adjacent office building across the alley. What had been advertised as a straightforward $20 fee ultimately became nearly $100 in combined charges, with no clear guidance upfront.

Inside, the details continued to accumulate. Hard and soft surfaces alike appeared dirty or worn. Linens were incomplete. Toiletry dispensers were broken, with no body wash or shampoo available. The air itself carried a stale, unsettled smell, as though prior occupancy issues had not been properly resolved. Individually these might be minor inconveniences; together they pointed to a pattern of ongoing neglect.

Beyond the building, the surrounding area introduced additional concerns. Despite being advertised as airport-adjacent, the property is a considerable drive from the airport. The immediate vicinity included frequent loitering and panhandling, which may be uncomfortable or concerning for many travelers.

Even basic amenities began to feel questionable in this context. Given the visible lack of maintenance throughout the property, we found ourselves uneasy about the cleanliness and safety of the breakfast offerings--especially frustrating given that our stay was prepaid and non-refundable.

Only after experiencing all of this does it become clear that the issue is not a single oversight but a systemic failure in maintenance, transparency, and management oversight. Between the unexpected parking costs, the unsanitary conditions, and the misleading location description, the overall experience felt deeply misrepresented.

It is worth emphasizing that the employees themselves were consistently professional and hardworking--some appeared to be carrying more than one role at a time. Their effort was evident and appreciated.

Unfortunately, their diligence could not overcome the broader deficiencies of the facility.

I checked into the Hilton in Gdynia last week for a quick stop over. It was clean, the staff were fast and it was exactly what I was looking for.

the staff are very kind, highly trained, and perfect for a hotel. you got a problem? just call them and they’ll help you direct to a team that can take care of your problem. I ain’t no bot or fake customer, no; i am a real customer and trust me, it’s very good for a hotel

I stayed at the Condado Plaza Hotel, in Puerto Rico, July 5-9, 2026. We checked in and had been in our room about an hour or two when ANOTHER COUPLE WALKED INTO OUR ROOM!!!!!
We contacted the front desk and they offered us a "Oh, we're so sorry" apology and a pair of coupons for a free drink at the bar! I asked to speak to the manager and was told he was out and would not be there until the next day due to the 4th of July holiday.
The next day, I go to speak to another manager.... not available. She stayed "busy" the two times I tried to speak with her. I send a complaint to regional AND corporate Hilton AND cc'd the CEO (ceo@hilton), as well as customer service... NO RESPONSE.

July 6, 2026 - My spouse convinces me to not ruin any more of the vacation over this and to deal with it when we get back home. I send ANOTHER complaint email, labeked "URGENT", then I concede to my spouse's ask.... STILL NO RESPONSE!

July 8, still NO RESPONSE.
We left July 9, 2026. I get the "How was your stay?" survey, so I send a detailed response PLUS an escalated email to the COO, CFO, CEO, HR. and Global Customer Services, entitled "EXECUTIVE ESCALATION: COMPLAINT".... still NO RESPONSE!

TODAY IS JULY 16, 2026. Other than the auto-response of "Thank you for your response. We will respond in 5-7 business days", there has STILL BEEN NO RESPONSE FROM HILTON LEADERSHIP OR CUSTOMER SERVICES!!!

DO NOT STAY AT ANY HILTON PROPERTY!!!!!!! They do NOT care about the SAFETY, SECURITY, or PRIVACY of their customers!!!!

TRU by Hilton Santa Rosa Beach FL
Had booked a stay in Dec. 2025 for a stay in July, 2026 and was charged $80 more and tried to call Honors and was on the phone for 1.48 min. with Ramon and I asked for a customer service mgr. and he transferred me to the site mgr.. This location has additional concerns with cleanliness and service. at check-in we opened the door to all the previous stay dirty
linen, shower door seal was broken and we ended up with water all over the floor and the room wasn't swept mold in the shower, no fascial tissue and we asked the front desk to not have house keeping come into the room for our 2-night stay and we came back to find out the staff entered the room. Breakfast was another two day disappointment, both mornings they struggled to keep food ready for residents and when you asked the single lady working the breakfast area she didn't understand what you were asking and would point a the front desk personnel. We ended up going out for breakfast after we paid for breakfast as part of our stay.. All we got was a bunch of "I'm sorry" no extra points or any discounts.

I stayed at the Hilton Tokyo Bay for 3 nights with family and then 3 more nights just with my wife after I had a medical issue.

The staff from onset was wonderful. During my medical event, the night manager, Oya-san made sure that everything that needed to be taken care of was completed. He and his staff were quite professional and excelled in taking care of my needs and assisting the family during this difficult time. The rest of the family was scheduled to leave Japan later in the morning. My wife and I were to leave 7 days later. Due to my medical event, we decided that I should stay at the Hilton Tokyo Bay for an additional 3 nights for rest and respite. Mr. Oya, upgraded our room and moved us to the executive floor for 3 nights.

After return from the emergency room, the morning manager, Watanabe-san was extremely helpful in taking care of our needs.

To the managers, the housekeeping staff, the restaurant staff, the check-in desk staff, ALL THE STAFF, you were friendly, helpful, professional, and caring. THANK YOU!

The furniture in the lobby was beaten up. The lobby floor was dirty. The carpet seams in front of the elevator were split on more than one floor.
Although their website shouts "Free Breakfast", the fine print says "for children when accompanied by an adult". I had the worst breakfast of my life in their "Garden Grille". For $38.45 (for 2) the coffee was cold, the orange juice tasted like it was reconstituted from powder, The sausage I wouldn't serve to my dog, and there were no scrambled eggs in the chaffing dish. I asked for 2 eggs over medium. The wait person brought me the eggs and said, "One is broken. Let me know if that's not acceptable". They only thing we ate was a bagel which we had to toast twice ourselves. The hotel staff decline to take the meal off the bill, directing me to plead my case with the restaurant. When I called Hilton, they told me they spoke to the manager, who would talk to the restaurant and call me back in 30 minutes (has not happened). There must be other hotels in DC.
I have since received an apology and a full refund of the breakfast.

a writing to make a formal complaint about the safety and safety measures instituted by Hilton at your hotel, Bloom Mississauga Tapestry Collection, 6950 Kennedy Road, Mississauga, Ontario, Canada. I checked into your hotel at about 5pm and I used the hotel parking lot just a few steps from the hotel guest entrance- the main entrance. When I returned to my car at approximately 8pm, I saw glass where my car should have been parked and I learned that my car was stolen.

I immediately reported this to the hotel receptionist, who was very concerned and helped me to calm myself and call the Peel Regional Police Service and Lexus. I was in complete shock as I did not know how I would return home to the United States. After some time, 2 officers from the Peel Regional Police Service met me at the hotel - badge #3373C and 3647C and took my report of care theft - report #CR260217159. I was told by the officers that car theft is a usual occurrence at this Hilton property. After making the police report, I left to have dinner with my family who reside in Brampton.

Conversing with other hotel staff and people familiar with this hotel, it was confirmed that car theft, especially ones with a license plate from the US, is common.

When I returned to the hotel after an evening with my family, fear for my safety came over me. I asked the hotel manager about the safety measures that were in place since car theft is widely known and seemed to be acceptable. The manager that evening said, car theft usually only happened at night so security guard was hired for nighttime. He also said since hiring security the car thefts have moved from happening at night to happening during the day. This frightened me even more. I asked the hotel manager to walk me to my room and check the room for safety which he did. I also, called the Peel Regional Police Service to ask if they could keep more patrol cars in the area. Needless, to say I did not sleep at all that night.

Because I had no way of returning home to the United States, I had no choice but to travel back by air - Toronto to Detroit. While in the airport it occurred to me that Hilton Bloom Mississauga guests are not safe at this hotel as all of the hotel’s staff are aware that care theft is a usual occurrence. I placed a call to Hilton corporate who instructed me that I had to deal with the hotel management directly. When speaking with the hotel I asked if there was an incident report made, there had not been one made and I requested for this to happen. Later, Garim phoned me to state that I was offered drinks as if that should be a satisfactory solution to my 2025 Lexus GX 550 being stolen from Hilton property. She then offered 36,000 points completely ignoring that there is a serious risk to guests’ safety on this particular Hilton property. I asked to contact the hotel owner to which Garim provided an email contact.

Completely exhausted and sleep deprived I resolved to try again to learn the policies and protocols in place at Hilton properties to keep its’ guests safe. I spoke to Alex today who again suggested that the drinks and points should have been compensation enough. When I explained that my concern was more for ongoing safety and not compensation he replied with a casual answer and stated there was nothing he could do. As a matter of fact, he could not answer if a car theft should automatically prompt an incident report.

Factoring all of the conversations that I’ve had with many Hilton team members I am left to believe that safety at Hilton properties is not of priority. Therefore, I am bringing this to owner and corporate team to possibly get a direct answer as to how safety of Hilton’s guests are managed and to find the results of my complaint

________________________________

This review is for Hilton Hotels & Resorts regarding a reward night reservation at Villa Neri Resort & Spa in Sicily, booked through Hilton's chat channel, the only method available for that reservation.

At no point during booking was I informed of a one week cancellation policy. I requested cancellation the same day I booked, four full days before the stay. The hotel's front desk confirmed the cancellation by phone. That same evening, the hotel emailed me reversing that confirmation, stating they were unable to process the cancellation themselves and that it needed to be handled by Hilton's Diamond desk. Hilton's Diamond desk then told me the opposite, that the cancellation had to be processed by the hotel. I spent two separate evenings going back and forth between the hotel and Hilton, with neither side taking responsibility for a cancellation requested well within a reasonable notice period, and was ultimately told I would be charged for a policy that was never disclosed to me at the time of booking.

I am a Hilton Honors Diamond member of several years and hold the Hilton Honors American Express Surpass card. This experience has caused me to seriously reconsider that relationship, as the service I received was inconsistent with what the loyalty program and co-branded card represent.

I am requesting the following as resolution: full reimbursement of the points used for this reward night, and an additional goodwill award of complimentary reward nights in recognition of the two consecutive days I spent trying to resolve an issue that was created entirely by Hilton and the hotel's conflicting and reversed information, not by any action on my part.

I would appreciate a response from someone with the authority to review and resolve this matter directly.

Complaint Regarding My Treatment at Hilton Hotel Gatwick Airport South Terminal

Dear Sir or Madam,

I am an Uber driver, and I would like to make a formal complaint regarding the way I was treated at Hilton Hotel Gatwick on 1 July 2026 at approximately 12:52 PM.

I accepted an Uber trip with the destination set as Hilton Hotel Gatwick. When I arrived to pick up the passenger, I asked them to confirm that Hilton Hotel was indeed their destination, and they confirmed that it was.

We travelled to the hotel without any issues. After arriving, both the passenger and I entered the hotel. The passenger went inside to continue with their visit, while I approached the reception desk to register my vehicle, as required.

The receptionist asked me for the passenger's name to verify whether they were a hotel guest. After checking, they told me that the passenger was not registered as their guest. I then showed them the Uber trip details, clearly displaying Hilton Hotel Gatwick as the final destination. Despite this, they refused to register my vehicle unless I paid the £10 access fee.

Shortly afterwards, another member of staff, who I believe was named Stuart, approached me. His attitude towards me was extremely disrespectful, dismissive, and unprofessional. He spoke to me in a manner that made me feel unwelcome simply because I was an Uber driver. I felt humiliated and looked down upon. It reminded me of scenes in films where people are judged and treated as though they do not belong.

At one point, I calmly asked him to please treat me with respect. I told him that perhaps one day I could also become a customer of Hilton Hotel. His response was shocking. He told me that he did not want me to become a customer of the hotel. I found this comment offensive, discriminatory, and completely unacceptable from someone representing the Hilton brand.

I was simply doing my job by delivering a passenger to the destination provided through the Uber app. Neither I nor the passenger had done anything wrong.

Professional drivers bring guests to your hotel every day, collect passengers from your premises, and contribute to your guests' overall experience. We deserve to be treated with courtesy and respect, regardless of our profession.

I respectfully request that this incident be investigated, particularly the conduct of the staff member I believe was named Stuart. I would also appreciate an explanation as to why I was treated in such a disrespectful manner and why I was refused vehicle registration despite providing proof that Hilton Hotel Gatwick was the destination assigned by Uber.

I hope Hilton takes this complaint seriously and ensures that no other driver is subjected to the same treatment in the future.

Tru by Hilton - Asheville East, NC - lack of sleep due to loud stomping and drawers opening & closing ALL NIGHT LONG above me in Room 508- You could hardly be any louder if you tried. This may not be the hotel's fault. Perhaps it was long-term stay guest packing in a frenzy. Maybe there's poor soundproofing. My previous stay one year earlier was fine, and I groggily enjoyed the free b'fast.

As we were driving to our anniversary destination we needed to stay the night half way. I booked a room at a Hilton hotel. In the middle of booking , the web site changed the date. I had already corrected it two times. I did not realize it had changed a third time until I arrived at the hotel and there was no reservation. I had to pay a second time. The clerk couldn't help me. The manager couldn't help me. The online chat person couldn't help me but gave me the number of someone he said could. The day I returned home, I called that number. They refused to help me. They kept my money. Do not book through the Hilton Website. I would recommend going somewhere else. I will be.

During my stay, a large group of children were running unsupervised throughout the hotel lobby, up and down the stairways, and through the hallways for more than two hours. The behavior became increasingly disruptive and ultimately resulted in a fire alarm being pulled. Throughout this time, the childrens parents appeared to allow the behavior to continue without intervention. When I raised my concerns, I was advised that I had received a Baseball rate, that the hotel was fully booked due to playoff events, and that the hotel was not a daycare. While I understand that the hotel cannot act as a babysitting service, I do not believe my concerns were about childcare. My concern was guest safety, hotel security, and maintaining a safe and comfortable environment for all guests. I was disappointed by the response because it appeared to dismiss the seriousness of the situation rather than address whether hotel staff had a responsibility to intervene when disruptive and potentially dangerous behavior was occurring in common areas. In my view, children running unsupervised through stairwells and hallways, and ultimately pulling a fire alarm, created a safety risk for guests and hotel staff alike. I have reviewed the hotels policies and guest conduct expectations and would appreciate clarification regarding Hiltons protocol in situations such as this. Specifically: What actions are hotel staff expected to take when guests are creating ongoing disturbances in public areas? At what point does management intervene when guest behavior presents a safety concern? Is it standard practice to simply attribute these situations to youth sports groups and advise guests that the hotel is not responsible? I am not seeking childcare services from the hotel. Rather, I am seeking to understand whether appropriate steps were taken to manage a situation that negatively impacted other guests and ultimately resulted in a false fire alarm. I would appreciate your review of this matter and any clarification you can provide regarding Hiltons expectations and procedures for handling similar incidents. Thank you for your time and attention

I have been a silver member of Hilton for over a year and a half. January of 2025 they put me in a room with no heat during the blizzard. After hours of complaining they sent me a faulty heater, that almost at the bed on fire. I had stayed several times and got a lot of points. I stayed just the other day, as to use my points and was told I had just become a member of the day before. Although I had several emails from a year and a half ago with my honors number. How is that possible? So I paid full price for that night. They took money off my debit card unauthorized. Along with an extra $100. So the hotel was supposed to be 224 for the night cost me 424. Called customer service got nowhere. Called corporate. Was put on hold and after 20 minutes disconnected. How is it that I have emails going back a year and a half with my honors number and them telling me I just created the account the day before. I have said so many bad issues with this hotel that I'm seeking legal action. I never authorized them to use my bank card. And for them to take an extra $100 off as well. You cannot get through the corporate, they do nothing about their issues. I have learned my lesson, neither myself or any of my employees will stay there again. Now my lawyer is handling this

I rarely leave negative reviews, but my experience with Homewood Suites Salt Lake City Downtown and Hilton's customer service was so disappointing that I feel compelled to share it.

What began as an issue involving a package sent to the hotel quickly became a frustrating cycle of conflicting information, unanswered questions, and a complete lack of accountability. I was provided multiple explanations regarding what happened to my package, including claims that it had been returned to sender, yet no one was able to provide documentation, tracking information, receipts, or any evidence to support those claims.

After weeks of attempting to resolve the matter directly with the hotel, I escalated the issue to Hilton's Executive Offices. I was assured that the matter would be reviewed by their Brand Support Team. I responded promptly with specific questions and requests for documentation. Unfortunately, despite those assurances, I never received a response, update, or resolution.

The most disappointing part of this experience was not the package itself—it was the complete lack of communication and follow-through. Mistakes happen. What matters is how a company responds when they do. In this case, I felt ignored rather than valued as a customer.

As someone who travels frequently for business and personally influences lodging decisions for colleagues, business associates, and ownership partners, this experience has significantly changed my perception of Hilton. I have chosen to take my business elsewhere and can no longer recommend Hilton based on the way this situation was handled.

If you stay here, I hope your experience is better than mine. Unfortunately, when a problem arose, neither the hotel nor Hilton demonstrated the level of customer service or accountability I expected.