Hilton Hotels Reviews 

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.

DO NOT STAY HERE. This hotel has zero communication between staff and will leave you stranded. Our room had a flawed half-glass bath design that spilled water everywhere, followed by a terrible sewage smell on day two.

We arranged a room change with the receptionist, who told us to leave our packed bags by the door so they could be moved while we were out exploring. When we returned that night, the front desk couldn't find our new room assignment and blindly sent us back to our old room to check for our bags. We opened the door only to walk in on new guests sleeping in the bed!

After going back downstairs, we found out our luggage was split between the front desk and a random room, and they hadn't even booked us a new room to sleep in. The poor coordination and communication here is dangerous and exhausting. We still have days left on our reservation and have nowhere to sleep tonight. Ruined our trip.

Well, we arrived around 3:45 we knew check in was at 4:00 what we didn’t know was we (and other guests) had to wait almost 45 extra minutes to get a key for our room. They didn’t hesitate in taking our money. People were getting agitated because most had driven a long way. Overall our stay was very relaxing we loved the Panoramic view of the beach from the 17th floor. However the room we were given wasn’t as clean as it should have been that’s why I gave 3 *’s. We brought our own cleaning supplies to freshen up the place the living room suite had a stale odor to it and you could smell it as soon as you walk into the room I’m guessing that’s why the AC was on 68 to try and cover up the moldy smell. To be “Hilton” we expected better. We spent all of our time in the bedroom area while watching TV, and sitting on the balcony because the living room area stunk. The balcony was missing a table so we really didn’t have anywhere to sit our snacks, or drinks while sitting out there. Also I’m not sure who they have for house keeping because they only came in our room once in the 4 days we were there. Dishes from room service sat outside the door for two days, my husband had to find the house keeper just to get a roll of toilet paper, and our trash was running completely over. This is unacceptable. Hilton, these people do not clean these rooms and it’s very obvious. By being a Hilton Honors member and looking at the money we paid, we hope that our experience will be much better the next time.

Hilton refuses to provide courtesy refund due to missed flight connection....despite my being a Hilton Honors member.

I sent this email to Hilton. Despite brand loyalty, they refused to give me a courtesy refund....really not a way to treat a loyal customer.

Subject: Fwd: We hope you enjoyed your stay at the HILTON GARDEN INN LONDON HEATHROW T2 - come again soon!
Date: April 29, 2026 at 9:07:16 PM EDT

Good morning Hilton Garden Inn representative,

I am emailing as I was supposed to stay at your property at Heathrow Terminal 2-3 on Monday April 27, 2026 through Tuesday April 28, 2026.

Unfortunately, my flight from Kathmandu, Nepal to New Delhi, India was so delayed, that I missed my connecting flight from New Delhi, India to London Heathrow.

As soon as I debarked from the plane in New Delhi, India and realized that I missed the connection (by about 15 minutes), I texted my cousin in London to ask him to call you to let you know that I missed my connection and wouldn’t be able to take a flight until the next day. Unfortunately, as he called (immediately) at about 1:45 pm India time (around 6 to 8 pm London time), I cancelled at the last minute and after the cancellation policy deadline.

I was charged £188.26 as a cancellation fee. As I immediately called to inform you about the missed connection, I would like to ask for a refund of the full amount.

I am a repeat Hilton Honors member and would appreciate the courtesy of the refund. I am sure that I am not the first person whose connection was missed and I am confident that you will refund me the full amount.

I will be calling Hilton Honors in the morning to request that they contact you for the refund as it was too late this evening to speak to a representative at your property.

Thank you in advance,

Nick

I stayed at the Double Tree by Hilton in Malta. A bright and clean hotel. The room was the best thing about my stay - spacious with a comfortable bed (but it would have benefitted by more drawers as space for clothes was minimal and there was plenty of space for extra storage). Half board meant buffet style breakfast and dinner. The cold food was great but the hot food suffered from being kept hot for too long and losing its freshness. There were themed food nights and the variety was incredible, but I think it suffered by giving too many option. Fewer options cooked to order would have been preferable. At times the restaurant was very busy with children (and adults) rushing about and getting in each other's way.
At times I felt I was on a 18-30 holiday because there were so many young people who dominated the pool with the animation team. It appeared that the outside space divided in two.
There wasn't any night time entertainment. The information on the layout of the hotel was poor despite the hotel claiming that all you needed to know was available online - it wasn't.

, we stay at Hampton Inns whenever we need a hotel. We have had great service. But for some reason, someone started a new account and now we have 2. I tried to join them, and even when I supplied them with all the info, my hubbies name, both accounts, his email, phone number, they would not combine them. They needed his permission. Gees, i definitely wouldn’t have this info, without his permission. Ridiculous!!!!!

I was a loyal Honors traveler for 5 years. Recently I have noticed the experience changes dramatically depending on where you are and not in a good way. I did some research. I would not recommend becoming a Hilton Honors member. Terms and conditions of membership changed in January 2026 and there are no longer any tangible benefits to giving over your information just so they can sell everything they know about you to third party companies. The convenience and comfort of the Honors experience has gone and it's all in the new terms - go read them. Every location is basically independent and you get what you get... and in some locations that's nothing but two bottles of water in a paper bag. Let's be honest, any company that feels like giving you clean water to drink during your stay is a PERK is saying a lot. Let us not talk about the Spark. Truly. This trajectory is sure to be the Spark that is the end of Hilton brands, but they all love a good bankruptcy, don't they.

Everything 1 person on the front desk Tv in room broken Calling from the outside no one answers the phone 6 calls ask about parking and they say they can not tell you about any parking lots except valet parking at $100 a night
I am a Hilton Diamond and stay at a responsibly price Hilton usually but for close to $500 after surprise fees I will never stay at a expensive Hilton usually you get what you pay for but not at this expensive rip off property the UN Hilton

My husband is in a 100% disabled United States veteran and a 9/11 survivor. The two resorts in Virginia Beach that we own timeshares in that are owned by Hilton each have TWO handicapped accessible rooms, as opposed to the at least 12 they are supposed to have as per the American with Disabilities Act. When we asked about having our room made into a wheelchair accessible room during the renovations they are CURRENTLY DOING, their response was to attempt to sell us points That is absolutely disgusting. I'm a Hilton Honors member who will not only be relinquishing my membership, but will also never go to a Hilton again.

I have to say, I’m impressed — just not in the way Hilton probably intends.

It takes a special kind of creativity to turn 450,000 Hilton Honors points into roughly $1,700 in value. That’s about 0.38 cents per point, which is… quite an achievement. Not many loyalty programs manage to devalue their currency so effectively while still calling it a “reward.”

I understand the concept of dynamic pricing. But when “dynamic” consistently seems to mean “less value for the customer, especially when it matters most,” it stops feeling like flexibility and starts feeling like a one-sided system.

What’s particularly interesting is how standard reward availability tends to disappear on desirable dates, leaving only options that make using points feel like a bad financial decision. It almost suggests that the system is working exactly as designed — just not in favor of the customer.

At this point, it’s hard to tell whether Hilton Honors is meant to be a loyalty program or simply a marketing tool that looks good until you try to use it.

Either way, it definitely makes you rethink the idea of “earning points” when redeeming them feels like losing value.

I had the worst hotel experiences ever at Hampton Inn Danbury.

On 3/28 at approximately 4:30 PM, during checkout, the front desk representative, Lorena L, was extremely rude and unprofessional. She insisted on charging me a pet fee for my service dog, even though the hotel’s own policy clearly states that service animals are not subject to fees.

It got worse—my reservation was canceled without my consent, and I later received an email claiming that I canceled late, which resulted in me being charged a fee. This felt completely deceptive and unacceptable.

This situation caused unnecessary stress and reflects a serious lack of training and basic customer service. Employees representing a hospitality brand should understand both customer care and clearly stated policies.

⚠️ Travelers beware—especially those with service animals or pets. Based on my experience, I would strongly reconsider staying here.

We booked via Virgin Atlantic holidays one night at the Hilton Hotel Barbados. The room was shameful. Broken wooden furniture, split headboards, paint work scratched. I have photos. When I asked for a habitable room I was told I would have to pay mor. I paid 500 dollars bed and breakfast.
The public areas and the beach are very nice . I’ve been offered Hilton points. Why would I want them. They are now ignoring me.

Booked a room for halfway trip to florida back in November 2025 for spring break trip March 2026. Got to hotel at midnight tired as hell and bellhop said someone gave my room away. Told me they didn't have any rooms but that they booked me a room down the street at another Hilton related hotel. Drove to that hotel they had never heard of us and there was no booking. Went back to Hilton Garden And they said they had no rooms. After we complained they said they would try to get us one. They made us sit for 2 hours until 3:00 a.m. while they put a room together only to come out and say someone was in the room. Not getting to bed at 3:00 a.m. after driving all day and booking the room way ahead of time isn't acceptable. Called about 10 hotels from Cartersville to macon and all said fully booked due to cherry blossom festival. Ended up getting coffee and driving all night. Thanks for ruining this part of my trip Hilton. The staff member who gave our reservation done way ahead of time and paid for away should be reprimanded. I don't even care if it's free I'm not staying at a Hilton again and this review is going to be copied everywhere I can possibly put it. I have a large social media following and it'll be on there asap. Unacceptable and horrible service. Didn't even give us points, a free stay or anything to make things right. Didn't even help cancel the reservation they gave away. I had to call after the fact and do it myself.

Was told that I should use their Hampton Honours app to get the best rates. If ever I found cheaper they would beat it by 25%. It was all lies! First time I went to use the app, I found it much cheaper elsewhere. 1 hour 15min of phone calls later, I find it extremely ironic that the app is called Honours.... because they don't, and they have non! Dealing with their customer service was disappointing. I had to explain the whole scenario 5 times. I wasn't given a satisfactory explanation as why they wouldn't honor what they had said. I was looking to book 4 rooms for 3 night's. Throughout the year I probably need 250-350 nights in hotel rooms for my company. Well they will not be at any Hilton!

I had a wonderful experience staying at the Hilton. The staff was welcoming, professional, and truly attentive throughout my visit. A special thank you to Mr. Silvanus, who went above and beyond to ensure everything was perfect for us. His attentiveness, kindness, and dedication to excellent service truly stood out. He made sure we had everything we needed and more.
We absolutely loved the rooms—they were comfortable, clean, and beautifully maintained. We can’t wait to return in a couple of months. This will definitely be our go-to stay! I highly recommend this location and look forward to coming back!

My disabled sister and I stayed at the Hilton Garden Inn, Patriot Place, Foxborough, MA. in adjoining rooms. The rooms were filthy. I dealt with three different managers on three different shifts. I had to flag a housekeeper down to clean our rooms. she was tipped well and did a crappy job. Joane was the most helpful manager, Because I needed help cleaning the snow during and after the storm. She got one of her "Engineers" to shovel in front of my car and I was able to move it to another parking space. Ricardo, who is on the second shift treated me like "Dirt." He needs a class in having "Class." I asked him for a box of tissues, because their toilet paper is to rough for me. He told me to "Calm Down." I said "I am Calm." I also told him that our rooms have not been vacuumed, He walked away. Great leadership. The third I think Manager on the graveyard shift decided to wash the floor right before I came back from shoveling out my car. Now, my boots are wet and so is the floor. I asked her if it would have been better to wash the floor at 2 am. She said "Ya" She sounded like a ditz. I tipped the housekeeper very well, but they still left a dirty room. In addition to this, on our second night, I used the other bed and woke up with a rash on my face. WE WILL NEVER STAY AT ANY HILTON AGAIN BECAUSE OF THIS HORRIBLE EXPERIENCE!

Im a business user. Always selected Hiltons. We are forced to book through our travel system. I had made a reservation for 1 days and wanted to change my reservation for two days. We are forced to do that through the travel system. Noticed a weird charge on my credit card. Called the hotel, they told me to call Hilton Honors, they told me to talk to guest services, guest services told me to call the hotel. Im was basically told to pound salt for wanting to give them additional business by staying an extra day. I had asked for an exception given that I wanted to stay longer. Long and the short of it they charged me for three days and I only stayed for two. I will not stay in another Hilton property again. Poor customer service!

Trying to contact the Hilton Hotel to make a reservation. Everything seems to go to America and they don't get up until after noon UK time . Terrible

Don’t stay at the Hilton in lone tree Colorado. Staff are rude the place is always under construction. They never once had hot coffee ready even at 7 am. When you ask about anything the women who work there cannot understand you and reply in a very rude way.