Conrad Hilton founded the company when he opened the Mobley Hotel in Cisco, Texas in 1919. He bought several more hotels in the years following.
In 1925 Hilton opened the high-rise Dallas Hilton, the first hotel to carry the Hilton name.
In 1943 Hilton purchased the Roosevelt and Plaza hotels in New York City, and in 1949 the Waldorf-Astoria in New York.
In 1967 Hilton International was acquired by Trans World Airlines.
In 2006 Hilton Hotels Corporation reacquired Hilton International, reuniting the companies for the first time in 40 years.
In 2007 Hilton Hotels Corporation was bought by private equity firm the Blackstone Group.
In 2013 the company announced that it would file an IPO.
Today HIlton Worldwide operates the brands Wadorf Astoria, Conrad Hotels & Resorts, Hilton Grand Vacations, Hilton Hotels & Resorts, DoubleTree, Embassy Suites Hotels, Hilton Garden Inn, Hampton, Homewood Suites, and Home2 Suites by Hilton.
Hilton Worldwide is #37 on the Forbes list of America’s Largest Private Companies, has 130,000 employees, and had $8 billion in revenue in 2011.
Our daughter is getting married in Northern NJ Oct 9th. Last November, we reserved a number of rooms at the Parsippany Hilton (two parlor suites each consisting of a parlor and two king rooms, and three king rooms) as well as setting up a block of rooms for our out of town guests. Now, weeks before the wedding and almost a year after making these reservations (for which we have confirmation numbers) the local hotel staff is unable to definitively reconfirm all of the rooms, in particular the parlor suites. There appears to be no sense of urgency from the staff in either responding to emails and phone calls or in confirming that we will have these rooms available to us when we arrive on October 8th.
We just got back from our family vacation at the Hilton Ponce Golf & Casino resort. It was not a pleasant experience. We booked it through a third party company (Booking.com) Our room was motel 6 quality. Very outdated, the bed was so uncomfortable. We found out once we got there that we would not have maid service everyday. Whenever we tried to get additional towels or anything, they took forever to bring it. I had to call twice for more towels to be brought to us. The shower went cold sporadically, someone came to look at it but the problem was not resolved. We bought our own trash bags so that we didn’t have to ask. The pool area shows that it closes at 10pm on their website, but it closed on us at 9pm. Disclose this information to potential customers before they book, so that they aren’t caught by surprise when they get there and end up unhappy, which leads to a bad review. Some people are okay with not getting maid service everyday, and some are not. I would not recommend this “resort” to anyone, at all.
While staying at the Home 2 Suites hotel in Norcross, GA it became abundantly clear that the cleanliness motto that the Hilton Hotel chain prides itself in did not apply at this location. While the room itself was clean, it had a roach infestation problem and something beeping on the floor above me all night that they were not able to resolve. I called in my complaint that night while in the hotel who advised that someone would reach out to me but they never did. I reached out to customer care the very next day to make sure my complaints were documented properly. To my surprise, the customer service agent advised that the hotel stated that after I checked out, maintenance went up and didn’t see a sign of roaches. I advised the agent that not only did I take photos but I also took videos to document, just in case and I’m glad that I did. Although all of my Hilton hotel stays have been great, this by far was the worst experience ever.
Two weeks ago my husband and I spent five nights at the Hilton Garden Inn in Aksarben Village in difficult week for my husband, I specifically selected that particular hotel. I did so because of the hotel’s location and proximity to family, proximity to family and the funeral service venues, and because it had a hot breakfast in the mornings and a bar on-site.
When we checked in on Tuesday, June 8, it was indeed a very nice new hotel with the amenities that we sought. The location was ideal and we had a very good check-in experience with a front desk manager whose name was (I believe) Keli or Keni (a young African American male). His customer service was superb. I am sorry to say that thereafter, our experience was a train wreck. Our experience with housekeeping; the bar and restaurant; and the front desk was disappointing at almost every turn on a daily basis. As Hilton Honors member, and having specifically selected that hotel because I thought it would make things smoother for my husband on a difficult trip, I was both disappointed and mortified. Allow me to outline our experience below.
Tuesday, June 8
We checked in in the late afternoon before meeting family for dinner. Since we were in town for a funeral, we were both traveling with more than the usual amount of formal clothing. Once in the room we realized there were not enough hangers for both of our suits, dresses, etc. We called down to the front desk to request additional hangers, and the guest services person seemed completely flummoxed by our simple request for additional hangers, but she ultimately said they would send some up. We waited and waited, and no one came. We needed to leave for a family dinner. When we returned 5 hours later hangers had been delivered: a jumble of wood, plastic and what appeared to be used wire hangers had been left in a tangled heap on our bed.
We decided to go downstairs and get a cocktail before going to bed for the night. I hadn’t had a chance to eat any healthy food on my travels to Omaha or at the family dinner, and I particularly wanted something with vegetables. My husband ordered two cocktails and an appetizer on the menu that specifically said “wings, served with celery and carrots.” The bartender told my husband that we could sit on the adjacent patio and that she would wave to him when they were ready.
Nearly a half hour later, when we hadn’t been served with our cocktail or the wings, my husband went to the bartender to check on our order. She not only had failed to place the order, but she had no recollection of his having made the order and did not recognize him. My husband re-placed our order, and we went out on the patio (clearly visible through the floor to ceiling windows) to wait for our order. After another 20 minutes the bartender came to the door of the patio and motioned to my husband to get up and come get our cocktails from her. She explained that service was poor that evening because it was so busy, but the bar wasn’t even very full. And, when she returned some time later with the wings, there were only wings and dipping sauce on the platter – no celery or carrots. I mentioned to her that the menu specified the vegetables, and that was chiefly what I had wanted to eat. She said the kitchen didn’t have any celery or carrots. I asked if she’d like to discount the cost of our order in that case, and she became quite testy. She put her hand on her hip and said, “What, for a couple of sticks of carrot or celery you want a discount?” There was absolutely no recognition that the hotel had not served what we thought we had ordered, or that it had failed to satisfy a customer.
As an aside, every time we needed to re-enter the hotel to order or re-order or check on our order, we had to walk all the way around to the front entrance to the hotel because the door between the bar and patio was broken. The key card panel was broken. The bartender seemed unconcerned about this constant inconvenience to everyone on the patio, and it didn’t seem to occur to anyone on staff to get maintenance to look at it or to prop the door open ajar so it wouldn’t lock out guests every time. The door remained broken throughout our stay and remained a problem.
Wednesday, June 9
We were gone all day and well into the evening. We were surprised to return to a room that had not been made up by housekeeping. Only then did we realize our error, and that a sign in the bathroom indicated rooms would only be cleaned if requested. We made a note to do so every day for the remainder of our stay.
Thursday, June 10
When ordering breakfast, we are told that the kitchen was completely out of fresh fruit. We were surprised, since the breakfast listed on the menu is eggs cooked to order, a breakfast meat, toast of your choice and fruit. The server pointed to a large breakfast business meeting being held in an adjoining room and said that was the reason that they were out of fruit. It wasn’t even 8 a.m. yet. It struck us that if you have a large group in addition to your regular breakfast service, the kitchen should have ordered more fruit than it normally serves on a given day.
Before leaving for the day, we stopped at the front desk and mentioned that we had not realized that we had had to request housekeeping the previous day, and that we definitely needed housekeeping to clean the room, provide fresh towels, and restock coffee, shampoo, conditioner, etc. that day. The front desk assured us that that would be no problem. We returned six hours later to find that the room had never been touched by housekeeping. We had been standing outside in 96 degree sun. We were hot, tired, we needed showers and we had no soap, towels, etc. I called the front desk, and they said housekeeping would come right away. We waited, and no one came. Eventually I went into the hallways and found a housekeeper. I asked her to just give me some towels, toiletries, and coffee and went back to the room so we could clean up after a long, hard day.
I went down to the bar at 4:40 p.m. where the bartender was setting up for the evening. I hadn’t realized the bar did not open until 5 p.m. I mentioned we had been at a funeral in blistering temperatures all day and asked if she wouldn’t mind pouring us two glasses of wine a few minutes before formal opening. The bartender (the same as the one who had such difficulty with our order two nights earlier). She said no – I had to come back later. It wasn’t as though I was asking her to mix a cocktail, and I could plainly see that the wine I had asked for was already open and uncorked in the chiller behind her.
Friday, June 11
My husband went down to the restaurant for breakfast only to be told that something was broken in the kitchen and that he could not be served any hot food whatsoever. He was offered only continental breakfast (pastries, etc.), although he doesn’t eat sugary foods. Shortly after that, we both went to the front desk to discuss the repeated housekeeping failure, and we emphasized that we REALLY needed the room cleaned after two days without any service. The front desk staff again promised that the room would definitely be cleaned that day. We returned after 3pm and the room still hadn’t been cleaned. We called the front desk to complain, and they assured us it would be cleaned by 5pm. We went for a walk to give housekeeping the space to clean the room. When we returned at 5:20 p.m., the room was not cleaned; housekeeping never showed up. Completely frustrated, I called the front desk. I was told that housekeeping had gone home for the day, and that there was nothing they could do. I told them, as nicely as I could muster, that we had no fresh towels, coffee, soap, shampoo, conditioner, or lotion. And I told them that we had three days of used towels piling up that we were tripping over, as Omaha was in the midst of near 100-degree temperatures, we were dressed in dark funeral attire and we had been showering twice a day. Some time later a front desk employee came to our room with a few towels but no bath mat. She pulled a handful of coffee and tea packets out of the pocket of her personal clothing (which I found mildly concerning during a pandemic), and she brought 2 shampoos but no soap or conditioner. Before she left, I pointed out the mound of wet towels we were tripping over in our room and the trash piling up; she said she was not allowed to take them. I asked what we were supposed to do – should I put the used, damp towels in the hallway for housekeeping to pick up in the morning? She said I was not allowed to do that. She shrugged, and left.
Saturday, June 12
Different day, same story. We talked to the front desk before leaving in the morning and said that we really needed them to clean our room since it had not been cleaned since we checked in four days earlier. The front desk appeared concerned and promised us it would be taken care of before our return at 4pm. We returned; housekeeping did not clean our room. I went directly downstairs and complained. The front desk staff immediately called housekeeping in front of me, and relayed that housekeeping said that they had not cleaned our room because we had “a lot of personal belongings on the bed.” Our room had two queen size beds. One was perfectly made and clearly never slept in – and it did indeed have a suitcase and clothing laid on it. The other bad, the one we were clearly sleeping in, in fact had NOTHING on it. I was furious, and went back to the front desk to let them know that what housekeeping had reported was patently untrue. Curiously, housekeeping had given us fresh towels before deciding not to make our bed; but inexplicably they also failed to replace our coffee, toiletries, or empty the trash while they were in the room.
Sunday, June 13
Check out day. I purchased some food items for my flight before we checked out. When I mentioned the room number to charge the snacks to, the front desk staff (I think Keni or Keli, who had originally assisted us at check-in) overheard me say our room number. He had heard me complain to the other front desk staff the evening before, identified himself as one of the front desk managers and asked if he could follow me to the elevators to speak with me briefly. He said that he was aware of the constant problems we had had during our stay, and apologized on behalf of the hotel. I said that I appreciated his apology, and that no one at any point in the previous six days had apologized for any single incident much less the cumulative experience. I told him that we were frankly wondering if the hotel was going to do anything to reflect how unpleasant our experience had been. He indicated that he only had authority to remove the cost for one night from our folio. He added that he wanted me to know that in his time on the staff, he had observed that this property was in need of much greater focus and “some love.” I thanked him for being the one individual who had done what he could to address guests’ serious concerns.
We fully appreciate that the hospitality industry is re-starting and re-staffing up in a post-Covid environment. However, the utter incompetence of the Hilton Garden Inn’s overall management and housekeeping staff specifically, and the rudeness and dismissiveness we experienced in the bar and restaurant were inexcusable. We are both frequent business travelers, and as executives in our own businesses we are both in positions where we frequently make choices about hotel brands where we sponsor large events and conferences. The Hilton Garden Inn has often been a preference of mine when I travel for work (and you should be aware I am a 100,000+ mile flyer per year), one I have to say I am rethinking after our Aksarben Village experience.
We report all of this in the hopes that you will address our concern with the hotel’s on-site general manager.
Sincerely,
Christina Sutherland Mockler
Oakland, CA
Hilton Honors member 323389586
The Double Tree in Philadelphia airport is terrible. I reserved 3 rooms there got off the road after driving 10 hours to be told my rooms were sold out at the same time I witnessed 3 other guest pay and check into rooms. Me and my recording artist were force to sleep in our cars like we’re homeless
I agree DT is the worst, I prepaid for my room through AA showed them the proof that it was prepaid and they still called me a liar, Then charged me for parking for 2 days and didn’t even have a car in their lot. and still fighting with them about all the charges.
I had a horrific experience at the Hampton Inn in Alton IL. I made my reservation online and received my confirmation number. We arrived at the hotel at 1:00 am on February 10, 2020 but upon arrival the front desk attend named Chris told us we need to pay $150 cash to get the room. I asked if we can pay on the card and he said no cash only. Then the front desk attend said if you don’t have cash I can give you the room. Therefore we were forced to leave the property at 1:30 am. I spoke with the manager at 8:30 am on February 10, 2020 and ask If it Hampton Inn’s policy was to require guest to pay $150 cash only and the Manager Jack said that’s the hotels policy. This is extremely disturbing that the hotel desk attendants and managers of the Hampton Inn located on 1904 Homer M Adams Pkwy Alton Il, is extorting cash from their guest at check in. I would like for a corporate customer service representative to contact me and let me know if it is acceptable for desk attends to refuse guest entry into the room if the fee $150 cash is not paid. My number is 708-515-XXXX
I will not be staying in a Hilton facility soon. Attempted to stay November 30, 2109 but had to cancel my reservation 3 days before my stay but my card was later charged. I was informed that the cancellation was accepted but the refund could not be made due to Company policy. The room was probably re-booked so the result is selling the same room twice. I feel very violated for this unethical “company policy”. Conrad would not have approved of it.
Dear Kathryn Beiser COO,
Don’t get the time to do this often in this way but decided this needed more than just the local branch location recognition. Second time staying at the Double Tree Hilton Jakarta. Obviously, first time was the type of experience that it warranted a return visit. The staff, condition of hotel and manner in which it is maintained are of a high standard. The friendliness, unmatched in the many hotels I have traveled in the States. This email is to give unique recognition to the top Chef at the Double Tree Hilton Jakarta Achmad. On this trip, my fiancée had concerns about the type of foods she could eat. With her not being able to eat her traditional Indonesian foods, I approached the head Chef to have a conversation on how he might be able to assist us. With his education and his commitment to treating all like family, he helped to prepared a special soup with vegetables that was exactly what my fiancée needed. But he did not stop there, he talked with her to give her suggestions on other foods and prep she might be able to adopt during this time. I really cannot say enough of gratitude to Achmad because he completely erased the anxiety level that my fiancée had knowing there would be many foods with most that she could not eat. Achmad is a testament to sound management and practices that goes to the highest levels. And for this reason I wanted to acknowledge that at your level and would ask that hopefully Achmad might become aware that his services have been so well appreciated that we went to the highest level to let them know. Warm regards
Stephen Lattuca Elizabeth Wahani
I was recently a Employee at The Hampton Inn by Hilton Hillsboro, OR. I have previously worked and was trained in Housekeeping at the Embassy Suites Washington Square Tigard, OR at what I believed were”HILTON BRAND STANDARDS” and they must have been cause when we have quality inspections by Hilton we scored 100%. While employed at Hampton Inn I lost my travel privileges for 6 months for responding to a guest survey about my recent stay at a Hotel. I was unaware that as a employee we were not allowed to do those survey since any negative review could result in a ticket being opened by Hilton against the Hotel and a possible fine as well. My GM told me specifically ” That if there is a issue with a Hotel you are not to send anything to Hilton Directly even if you received a email asking about your stay but rather you should go directly to the Hotel Manager so that they are able to handle the issue within” Okay so I kind of understand that but at the same time IF THERE IS A ISSUE WITH A HOTEL MAYBE HILTON NEEDS TO KNOW SO THAT THE ISSUE CAN BE HANDLED. Employee or not I am still a Guest and Hilton Honors Gold Member. Last weekend I stayed at a Hotel with a co-worker. The first room we checked into I found a kids toy on the floor in the bedroom, about every hour there was a loud bang from the A/C on the wall and when I pulled the sofa bed out to make it for my son to sleep in there was lettuce and cheese from looked like a Taco all over, food wrappers, food and a room key under the sofa. I went to the front desk and asked to switch rooms, they did that with no problem the girl at the front desk was super nice. So when I get to the next room first thing I noticed was whole potato chips on the floor and crumbs all around the bed. The toilet hadn’t been cleaned and when I pulled the sofa out to make the bed there was no pillow or flat sheet in the bedding bad so I just went back to the first room to get them. Under t he sofa was candy wrappers and food crumbs. In the morning when I was ready to check out I received a text message from the hotel asking about my stay so I told them how disappointed we were and why. When I went down to check out the Gentleman at the front desk asked about my stay I told him what had happened. He immediately printed a paper came around the desk and said please initial here. I asked what it was and he said he was very sorry so he would Comp our stay. I appreciated that but it wasn’t necessary. I was just letting him know about the cleanliness or the rooms. When my friend returned to work she was called into the GM’s office and told that her Travel Privileges were being taken away for a problem at the hotel we had stayed at over the weekend. The problem they were referring to was the complaint DIRECTLY to the hotel NOT to HILTON so that the Hotel could take care of the issue with in house. I work in Housekeeping and don’t understand what the problem is. Like I said before It should not ,matter if we are employees staying at another hotel or any other Guest in the hotel. The rooms should be clean NO MATTER WHAT!! And just because I work at Hilton Hotel that does not mean that I should have to except a room that is not cleaned to HILTON STANDARDS. The GM at the Hampton is HORRIBLE. She allows bullying in the workplace and has plays favoritisms for certain employees. For example I was in a guest room with a guest and another employee (a inspector) was about 6 rooms down the hall screaming and yelling at me about some linens that had been in the hallway all day long and I finally took them back to laundry after 6 hours. The other employee was calling me a “Pincha Punta” I immediately went downstairs and notified my lead in my department that day. The following day I told the front desk manager and when the GM returned to work I told her as well. Her response to me was Thank you for letting me know” After that my work days depended on whether or not that other employee was the inspector that day or in my manager was going to be there. Nothing was done about the situation at all. There was a room that had been completely destroyed by a guest. It smelled so bad the ozone machine was placed in it for 2 days. After the 2 days I was asked to clean it so it could be rented out. I told my boss and the GM that there was NO way they could rent that room till they had the carpets and couch cleaned and the washed the bed skirt. There was dog hair everywhere I used a ShopVac on my hands and knees for about 20 minutes just getting the food and dog hair off the couch and carpets. There was a large hard spot under the window that smelled like dog urine as well. There was black grease marks all over the Mattress and a blood spot as well. The response from the GM was” well cant you clean the room so we can rent it out” That is the most disgusting thing I have ever heard. I really hope that someone from Hilton will contact me directly since there is no way to file a complaint on their website
I thought all the clean rooms was supposed to be checked before they flip it..
Like a head housekeeper? And not a on site maintenance man..Weird huh? And I was wondering if the Housekeepers had uniforms & Name tags? And NO benefits offered. Been trained not to strip all the beds, if one looked like it wasn’t slept in, it was ok not to strip it…Pull out bed ( couch) didn’t get pulled out to change the sheets..not good. But NOT strip ALL beds is a good way to loose your job, especially when the beds get marked so it can been known if a housekeeper changes the linen. But at the same time not changing linen on ALL beds is a good way to loose your job right? A rushed housekeeper can & will result in a unhappy customer, and the owners loose money because they can ask for another room at NO charge..one more thing how can a employee get benefits?
I just joined your hotel membership, and I WANT it to be CANCELLED PLEASE.💯🤬 I was trying to book a stay, I’m a sr.citizen and got NO help from desk clerk 🤮🤬💯for any type of discount. I’m DONE, highly disappointed with Hilton/Hampton Inn, in Lakewood/Long Beach CA 🤮😡🤬💯💯
Extremely disappointed with hotel and Hilton Corporate Customer Service! First room had a terrible foul odor and stains everywhere on the carpet, second room had food crumbs in the bed, third room had gravel on bed and appeared that someone had been laying on the bed, 4th room just had a nasty moldy smell. Front desk was no help, so I tried the Corporate Customer Service Team. Tired of dealing with Hilton Corporate Executives, simply for booking through a third party I’m treated like a second class person. Very Very rude supervisors and this was after I was hung up on several times. Hilton name is just not what it used to be, there was a time that hotels connected to the Hilton name needed to be up to a standard of excellence and this one simply isn’t.
That’s what happens when Housekeepers there are being rushed or timed….Sad
Dear Mr. Christopher Nassetta:
We have been faithful Hilton Honors members since November 2000. By faithful, I mean we almost always stay in the Hilton family when traveling. Our status moved between silver and gold levels depending on your requirements.
Currently we are at the silver level, but in 2018 and a few other times we were gold. We are now 82 years old. As you might imagine, our travel is now limited to just a few times a year.
May I be so bold as to ask that you grant us permanent gold status?
May I further suggest that when a member reaches 80 years old, you grant them honorary status at the highest level they had reached during their membership.
Your levels seem to be incentives for the business community travelers. Please do consider the individual travelers.
Thank you for your consideration.
Reserved a room for a weekend getaway with my wife, tried to modify the trip when my grandmother was put into hospice care. Hotel stated they wouldn’t because it was a Gameday weekend. I miss the good old days when people cared. Disgusted with stupidity.
The posturing and marketing slogans of this chain are worthless. Checked into a Hampton Inn on Jekyll Island, Georgia recently. Well maintained on the outside. Typical Hampton Inn buffet breakfast. Condition of the room was another matter. Broken light sockets. Dripping faucets. Pool towels were non existent— they did have sandpaper-like rags available, however. Most serious complaint centered around the dining area and my registered service animal. We had been at the property for four days. Virtually everyone attempted to befriend the dog and comments about his behavior made us beam. On the fifth day, another guest took exception to his presence in the dining area and the assistant gm told us we would have to leave the area. Of course, I took exception to this. The dog was noted when we made reservations and announced upon arrival. Federal law not withstanding, this hotel rep was adamant we leave. It escalated to the point where law enforcement was summoned. We were exonerated; big deal. The incident was pathetic. Needless to say, we cut short our vacation and checked out.
Customer Relations was called immediately and they supposedly filed a complaint about the discriminatory practice. A call back was promised from the property gm. Nothing. The issue was moved to regional. Another promise for a callback. Same result.
Really? Guess our money will be spent elsewhere.
I checked in on Thursday, May 23 we have been having issues since on both of the rooms we rented. We had to be moved to a different room after we had requested both rooms together because the room was infested with German cockroaches and the bathroom was extremely dirty. On the second room, we found another bug we had to go and buy bug spray and bomb both rooms and now we are so scared that I will bring bugs and cockroaches into. I WANT MY MONEY BACK OR A BIG TIME COMPENSATION. THE EXPERIENCE i
I concur with your statement….
Phone: 3216527600
Hotel Name:
Preferred Contact Method:
Comments: We checked in on Thursday, May 23 we have been having issues since on both of the rooms we rented. We had to be moved to a different room after we had requested both rooms together because the room was infested with German cockroaches and the bathroom was extremely dirty. On the second room, we found another bug we had to go and buy bug spray and bomb both rooms and now we are so scared that I will bring bugs and cockroaches into my house. On top of that my rooms were cleaned today after I called for the first time since we checked in on Thursday. The lady that came to clean at the very least she either has the flu or pneumonia or something she was coughing everywhere on top of my pillows on top of everything in the bathroom and coffee maker and all around the room. Very disgusting and disappointing with the entire experience. I someone does something about this. The customer service was and has been terrible. Both rooms bathrooms had been dirty. As you can see we also stayed on Wednesday at another Hilton for one night and it was a great experience. After finding out that we had German cockroaches (which means that the hotel has them all over) we tried to move out to another hotel, but unfortunately we couldn’t find any other hotel available in the area or in the DC area at all it’s the only reason we stayed, and because of it we had to spray the rooms and now we are very scared that we might be bringing back to our homes German cockroaches pest. We’re checking out today under a new reservation for one night we added about a week ago and asked for late check out and were told no. Those are some pictures of the bathroom only, which is full of mold and totally dirty pictures are from both rooms 2201 and 2206. Thanks.
Hello, i stayed at the Home2 Suites downtown Louisville NuLu. I had 4 rooms for an event we had in town. I called the front desk when we had water pressure problems and was told they would look into it. We had 4 nights of extreemly loud gets above us with a lot of kids. I called the front desk and was told they would go up there and ask them to quiet down. I dont know if they did go up but my complete stay was not easy to sleep with the noise above. lastly i cam back to my room on Saturday to find it was not cleaned. I called again downstairs and was told they do not clean rooms on the weekend! We were never told this and never have i run into this. When i was checking out all this was brought up and your front desk person could not even get me a copy of my invoice! I left my number for a manger to call. He did not, i had to call him back. He told me he would credit 4 nights and i have never got my credit! I have now called back 3 more times looking to speak to a manager, the person i spoke to told me he was. his name was Brooks, i dont know if that was his last or first name. At this point i am very upset being a Hilton rewards member i stay at Hilton’s when we travel. You have a sign in the lobby and elevator that says if you are not completely satisfied the stay is on us. That is where i am at since i cannot get anyone to call me back and follow thru with simple customer service issues. Very disgusted that i have to keep calling and now emailing.
Regards,
Phil
219-712-XXXX
Starting early each day, I am woke up to a recording telling me Hilton wants my business. All day long, coming from all over country. I block the number and they call back, over and over, day after day. Stop calling me.
Same here. Hilton has lost my business as of not. I cannot count the calls each day pretending I have some prize, but really seeking more money from me. If and when Hilton wants to see me in it’s hotels, they will first provide a fully funding prize and never again call me.
It’s a terrible day when I can’t go into an elevator at the Hilton with out being groped and manhandled by a houseman by the name of Celso, and also a dishwasher by the name of Ruano… not on one isolated occasion but SEVERAL times over!!! Not only was this complained and mentioned to acting management and never addressed, sadly I was asked to Leave the property?!! And my entire family are longtime Hilton Honors members?! The Hilton not only excuses sexual assalt, they stand by it??!! I’m devastated!!!
I stayed at Mt Pleasant Homewood Suites, where money was removed from my friends account without permission. The strange thing is the room was registered in my name and we paid cash with a zero balance. Why would you charge him for a room he didn’t even reserve.
I would like to know when you start taking reservations for a year from now, May 1, 2020. I tried making a reservation for May 1, 2020 at the Homewood Suites Fayetteville, AR checking out on the May 2, 2020, and the system says no rooms available. I tried at 12:00 midnight last night, and there was no time for the Hilton hotel rooms in Fayetteville, AR to be booked up since I was told earlier this week that Hilton does not book reservations over a year in advance. The check-in date on the website showed May 1 and check out May 2, but it wouldn’t let me book the reservations as it stated “no rooms available.”
I am a Hiltons member-205222343-and only stay at Hilton hotels.
Thank you for your help in this matter.
Barbara Miller
I stayed with my family at the Hampton Inn in Las Cruces New Mexico on April 19 and 20th. Upon getting home on Sunday night the 21st and unpacking I discovered I had forgotten my Indian squash Blossom which was a sentimental gift from my deceased husband. I remember wrapping it up and putting it on top of the bed and when I packed all my clothes I forgot to put it in the bag. My son went to the motel as he lives in Las Cruces. He was told the necklace was not turned in and the maid claims she did not find it. That can’t be true because I know I left it on top of the bedspread I cannot believe that your staff would steal something that valuable but I’m sure she saw it and knew it was a value I have even offered a reward and no one has come forward. I did file a police report and was told the police would be getting the films to see them they wouldn’t allow my son to speak to the maid or the person that does the laundry you would think that a motel this big would hire competent people my son also told me that the manager whose name I can’t recall was very rude to him. I would like some answers from your CEO or assistant CEO I need my necklace back my husband has been deceased now for 14 years and that necklace was given to me almost 40 some years ago please help me
They hire people at 7.25 an hour and 98% are brought in from other countries. Ya get what ya pay for.
What is your response to the Facebook post that is going viral regarding the disrespectful sign posted in your Texas double tree Hilton inn regarding the military? The sign says No longer servicing our military and their guests!! Military families are outraged and forming a boycott against all Hilton’s US wide so Incase no one had sent the info to the corporate office, I wanted to try.
Hilton doesn’t care. They want money and they know foreigners will come stay so they don’t need locals
I have stayed at many Hiltons over the years. I have no complaints about the Hilton in Lutz, Florida except for 1 major flaw. Whoever designed the rooms, perhaps the architect, didn’t really have guests in mind. I was part of a wedding party block and stayed there for 3 days. I was in and out of 4 different rooms in your hotel-different types- and all rooms were designed the same way. All had “barn doors” for bathroom doors. The doors did not lock and there was an opening perhaps 1-1 1/2 inches wide where anyone could look in the bathroom when the doors were shut. Many people traveling are not alone and travel with a companion, spouse, sibling, child. Wouldn’t you want privacy in the bathroom? One of the members of our party was a 1 year old. He was able to slide open the door because it did not lock at all and got his fingers slammed in the door, also because it did not completely shut or lock. Major design flaw. This concern about guest safety and privacy would cause me to not recommend your hotel to anyone in the Tampa area.
Continue to call Hilton Garden Inn Uptown Albuquerque NM. They often give me rates and then when transferred to reservations they will not honor the rates. When I talked with them about it they refused to give me there names and gave me the 1800hilton number and then hung up on me. Customer service was rude and no accountability. Guess I’ll be staying with Wyndham. I was able to gather that the GM was a Kimberly something. Now I’ve been on hold waiting to make a complaint for nearly ten minutes.
Customer service!!!! Management at Hilton World Wide or Hilton Grand Vacations could care less about guests. They know if you don’t book someone else will
I recently stayed at the Cabo location after eight days of having something broken in our room every single day and complaining to the management nicely but begging for them to fix things nothing ever was done. We were ignored and laughed at. The pool was dirty and the hot tub was filthy and never was warm. Every day we were apologized to and promised things would be fixed. By the day when we checked out we let them know we are going to get in touch with the Hilton to see if this was normal. Then the manager decided to switch the tables on us and put in the notes of our friends and family that we were rude to the staff which was completely untrue. To stay at a place for that many days and endure all the broken stuff and keep my mouth shut because I was being polite , to only have this rude manager lie and stab us in the back by telling LIES is truly unfair and hurtful. It cost me my friendship with the friend working for the Hilton and has been nothing but a nightmare since. How can this happen? Why won’t anyone get in touch with me to resolve this. ? I want nothing in compensation. Only answers. And a conversation to make this right is Hilton capable of helping with that? .
My father is in the hospital having to have his leg amputated and I accidentally booked two of your hotels on the same day thru an advanced purchase website and called to just get one day switched around and not to cancel and the supervisor would not help me at all. I got misleading info and called one agency and they told me they had to send a letter to your hotel to try and have my dates switched with no response. So I called the other hotel back and they said its too late you cant do anything less than three days prior to check in?? Ugh so frustrated with your teams customer service. This is my first time booking with you guys and cant believe your team would not help out a first time customer to fix a simple issue of switching a date. So they say sorry you just lose your money have a nice day? Really??? Jonathan W. Witter?? Christopher J. Nassetta ???
I decided to read just a few of the comments before posting. I originally wanted the corporate information however, THERE IS NO NEED TO POST OR CONTACT CORPORATE…..I WILL TAKE MY BUSINESS TO ANYPLACE OTHER THAN HILTON ASSOCIATED HOTELS AND I WILL ADVISE ANY AND EVERYONE ELSE TO DO LIKEWISE. GOOD RIDDANCE!!!!
Mr. Christopher J. Nassetta, Please notice the superior customer service of Mr. Ray Meyer, an employee of your Rapid City, SD Alex Johnson Hotel.
The Hotel Alex Johnson in Rapid City, SD is called a Curio Collection by Hilton. The hotel has been excellently remodeled with all the new modern conveniences. The Alex Johnson has comfortable beds, new flat screen TV’s, new showers & tubs and great restaurants & bars with outstanding views. Travelers get their money’s worth when they stay at the Alex. Most of the competing hotels in the area have similar amenities, however, here are two things that bring an excellent status to this hotel in my mind. First, Ray, the concierge, loves the hotel and people and he is more than willing to share the rich history of his hotel with you and help you enjoy your stay at the Alex. We enjoyed the historic pictures, carvings and a ballroom that once hosted a dinner for President Franklin Roosevelt. Ask Ray about the fireplace mantel in the lobby. Second, the Alex has a great location in downtown Rapid City which has a fantastic collection of full size statues of past presidents on almost every corner. Across the street from the hotel is a fantastic antique store. Next time you are in Rapid City, SD do yourself a favor and stay at the Hotel Alex Johnson.
Just stayed at Embassy Suites Mandalay at Oxnard, CA. Not sure why Hilton own this property since it does not meet Hilton Standard at all. The whole property inside out are absolutely old and ugly for $ 300.00 per night room. The housekeeping staff never response to my missing book that I left I the room after I contacted them twice. I hope Hilton get rid off this property from their list since it is nothing more than major embarrassment for their brand.
My wife and I just completed a recent stay at the Hampton Inn located in West Yarmouth, MA. As usual, the staff was outstanding. I was troubled however, by the locking system used on the pool access gate. As a former fence installer/owner, the father of 6 kids and 8 grandkids, pool safety/latches and their proper utilization has long been a priority with me. While the card access worked properly and the gate panel itself disallowed any type of penetration of hand or objects, that was not the case with the abutting fence panel to which the latch post was attached. Ideally a 2’x5′ plexiglass panel could be installed to mitigate any unwanted entry. Also, parents were reaching over the 5′ high gate and accessing, which could be halted if the gate areas were made 6′ high. I was prompted to send this email in memory of the Bode Miller Family’s loss of their beautiful daughter. Please address this weakness to help prevent any further needless tragedies. Thank You, Donald J. Green
I have a dispute with the HIlton Munich Airport Hotel. I caught my flight on June 7th from Vancouver, Canada which would have had me in Munich for my booking of 8th and 9th when 30 minutes into the flight the plane had to return to Vancouver because of engine trouble. I called the hotel as soon as I could and them being 9 hours ahead said we have to charge you for the first night because you didn’t notify us by midnight of the previous day (7th). If my flight leaves at 4 p.m. Vancouver time when it’s already 1 a.m. in Munich how do I notify them before midnight?? They offered to drop that charge if I paid more for the 2nd night (9th) and I told them just cancel it. Since then, I have reached out to their customer service department in North America with a suggestion to solve this and have had no further response from them either. It seems they don’t want my business and that’s exactly what they will get – nothing. I cancelled a 7 night booking in Winnipeg, booked 3 more nights in Regina with a different hotel and have a further 6 nights coming up in Calgary. In each case these cities all have Hampton Inn’s which I like but for the 135 Euro cash grab made by the European partner they have now lost thousands in future business. They don’t seem to appreciate customer loyalty.
We are Hilton Honors, and twice a year visit Homewood Suites at Blue Lagoon Miami, Fl. In the last few visits we experience the same nice employees and I think it is time for us to let the Hilton Corp. and future clients to enjoy the nice service we get in that Hotel. In sales we always talk to Ali Singer, at front desk customer service Linda Hawkins and in House keeping Judelkis Ramos. these three ladies are outstanding and do anything out their ways to help you. The Hilton organization should be proud to have these ladies working there. Thank you.
OK so my family had a reunion and Greenville SC I am at the Hampton Inn and Low and behold our room is infested with bedbugs yet again! After my last ordeal with these critter! I’m very paranoid about staying anywhere but life happens and you just how to! Well the Hampton by Hilton have them I took pictures, called the front to come up to see the nesting, killed one that had been eating on guested for a while that was filled with blooded and she meanting the front took pictures as well and the moved me to another room which also have them but I could see them until the early morning hours so now I how to Travel with sprays that you can buy at Hardware’s stores! The whole hotel how to be treated professional to get rid of the problem! I’m so disappointed with the Hilton!
First of all I would like to say that I stayed at the right Hilton Garden in Rockhill SC and our room was infested with bedbugs! I had no idea what the bites were until I got home from Memorial Day getaways for a Gospel Festival in Charlotte NC. I notified the hotel manager that a doctor confirmed that it was in fact bites! Later I called the corporate office to let them know and still nothing wasn’t done! I had 4 rooms of family members who also stayed and they did absolutely nothing each family stayed 3 to 4 days! Still to this day I haven’t been contacted by anybody else! My home had to be treated, my car, and my life have been turned upside down because of this mess that I pickup from a stay at the Hilton hotel! That was in May 2018!
I recently stayed at the Embassy Suites In Deerfield Beach FL. The people who run this Hotel should be investigated by corporate. This property has a free breakfast so I guess in S Florida that means anyone in the neighborhood can come in and eat for free and also use all facilities. I was harassed by people at the pool who were not even guests they just use the pool no one at this hotel checks if they belong there, no wrist bands no security checking room keys as you enter the pool area. They bring the children to swim all day with all kinds of pool toys which should not be used in any hotel pool. I paid good money for a long weekend and was harassed by twenty something year old woman with their children. When I did complain to a staff member she knew the group of people I was talking about, but never did anything about it. I find this unacceptable. If anyone has reservations at this hotel should cancel and go somewhere else.
I stayed in the Hampton Inn $ Suites in Chesterfield Mo. for one night (june23 ) 2 grand kids in room 301, After taking a shower and the mirror was fogged up , the words I’M WATCHING appeared on the mirror. I must say I was very unnerved and started looking for a hidden camera . Although I was quite jumpy for a while , this speaks poorly of your housekeeping service. I have reservation for your Home2suites in Gulfport Ms . for Feb 2019 for a six night stay, now I must decide if I should make other arrangement.
As a long time Hilton Honors member (Gold), I have come to expect reasonable accommodations and service. We are easy to please. However, I do like my air conditioning to ACTUALLY WORK! Of course when you call the operator, it would be nice if the phone ACTUALLY WORKED! They did provide a bedside clock after I called (speaker phone only) and asked for one. And all this happened in a Manhattan Doubletree right next to the NYSE. Wouldn’t own the stock after reading a handful of these complaints!
This is right after a reconstruction project at Hilton Naperville provided JACKHAMMERS DURING BREAKFAST! One could hear the noise up in your room! I suggest everyone write to CEO Christopher Nassetta and flood him with the reality of his company:
Christopher J. Nasseta, CEO
Hilton Worldwide
7930 Jones Branch Drive
McLean, VA 22102
Of course he’s probably not there, but staying in a suite at the local Marriott….
My wife and I were on the way to a famous resort in Asheville, NC to celebrate our 50th wedding anniversary. (We were there on our honeymoon in 1968). Long story short, because of heavy rains and road problems in the area, we had to cancel our reservations at the last minute, and ended up in Nashville, TN at the Hampton Inn Bellevue-West Nashville.
(We usually stay at Hampton Inns in our travels.) A lovely lady named Pam at the front desk heard about our revised travel plans and was extremely helpful in making our five days there wonderful, fun and exciting by telling us places to go and things to do. She was extremely knowledgeable about the area! Thanks to her, we had a great time. All the employees at this hotel whom we came in contact with were also very pleasant and helpful. There was a young man at the desk who helped me with a computer problem I was having. Congrats to the management and staff there! (Hilton Honors member since 2001!
Sir or Madam, We stayed at the Hilton Garden Inn in Rochester NY on 4/7/2018. I was an employee of Hampton inns and received a one night stay free of charge including free breakfast at the Garden Inn. When we arrived there seemed to be confusion concerning our reservation. The front desk manager took over and seemingly solved the issue. None of the employees at the front desk were wearing nametags so unfortunately I do not know their names.The room was very nice and we had a good time. We have, in the past stayed at several Hilton properties with similar coupons with no issues.2 days after our stay we notice that we were charged 215 dollars on our debt card. We called the Garden inn to inquire and were told we had to speak to the office manager who was not present at the time. we were told he would call us. After waiting several hours we called again and were told he had been there but had left again. The front desk person was irritated by our 2nd call. Today we noticed the 215 dollar’s was refunded to our account. But we never heard anything from the office manager, Here is the real problem. We because of security reasons do not put a lot of cash on our travel debit card and we had 3 transactions bounce because of the mistaken charge from Hilton. Although I have stayed and enjoyed many stays at your properties in the past I was not satisfied by the way I was treated in this case. I welcome any help you can be . Thank you Lori Alexander 585-662-XXXXX
Hilton Honors merged our account with another party. This has caused our hotel reservation to be cancelled with out our knowledge for this Friday. We have a huge amount of Hilton honors points as we transfer our timeshare points over. We’ve been told that it will take them 10 days to correct their error and we must now pay for the hotel reservation until they rectify THEIR. I am so disappointed as we’ve been members since the 80s. I know a company of this size has the ability to rectify such an error quick, fast and in a hurry and if we were someone with name recognition it would be rectified NOW. Mr. Chris Nassetta, I can’t begin to express how disappointed we are. We have no choice but to spend money for a room as we’re visiting our son who’s in college!!!!! And we already have our airline tickets.
See y’all at STARWOOD.
Made initial reservation for resort in Jamaica. I wanted to extend my stay by 1 day, but had to cancel it and redo it. After sitting on hold w/Hilton Rep for 2 hours, rebooking the stay- which he insisted was impossible to book with honors points, the hour it took for my Hilton points to be returned back into my account, I hurried up & booked the room before it was gone. In my haste, and frustration with the Imbecile Hilton rep, i forgot to change the # of guests to 2. I’ve spent HOURS talking to Hilton Idiotd, & every single one said it was impossible to change the # of people when booking with points. If Hilton doesn’t fix this very simple issue – FOR A DIAMOND MEMBER -I will never stay at any Hilton brand again.
Starwood has never treated me like this.
This is how Hilton treats it’s Diamond members. That’s pathetic.
Sent from my iPhone
Wow!
I would never recommend this hotel chain. When I made the reservation using a third party vendor. I called Doubletree San Diego to confirm and they lost my reservation. Upon checking in, it was after 9pm when I checked in. While checking in, I asked there late check out policy because my flight wasn’t until 9:55pm so I did not have any where to go until 7pm. I was informed they do allow late check outs but I had to call the front desk at 7am the day I’d depart to request the late check out. The day that I was to check out, I woke up at 7am called the front desk to arrange. I was then told check out by 1pm is complimentary. It would be $75 if I checked out by 3pm. After 3pm they would charge me a full night although I was leaving at 7pm. I asked how much is a full night. I was told $160. I told her to charge my card. Twice the cleaning lady came to my room. Finally I called front desk who had no knowledge of my call that morning. Told me it was $165 even though I was leaving at 7pm. When I went down to front desk to handle everything I ended up paying $186. Three different quotes. All to leave st 7pm and avoid being in the streets with luggage and my daughter. I got home and filed a complaint with no resolution. This hotel chain takes advantage of people. While I understand a late fee, a whole nights charge is exaggerated and it truly takes advantage of people. I’m sure after I left the cleaned and Rerented the room. I will never visit again. Nor do I recommend this hotel especially when complaints aren’t handled either.
My husband and I are relocating from Maryland to Charlotte NC. While looking for homes in Charlotte, we stayed at the Home2Suites By Hilton Charlotte Airport. After checking out, I realized that I left all of my bracelets in the room. When I contacted the hotel, I was told that no one had checked into the room however the jewelry was missing. A detailed report submitted to the police department is below.
I take responsibility for leaving the bracelets in the room and as broken hearted as I am, I would have appreciated a call from the hotel manager. I called four times, spoke with desk clerks who left messages for the manager and I left a voice mail on her phone as well. I was hoping that she could review camera footage, if that is available or check to see who cleaned the room since no one checked in after I left.
I had more than $3000.00 in bracelets with me as I reported to the Police. I have all of the other jewelry that I brought with me (rings, necklaces, earrings) but not the bracelets. Due to the volume of the bracelets, I had them wrapped separately; which made me forget to get them. I told the desk clerk that I knew exactly where I had left them.
I want to make sure that the manager is aware that a theft of this monetary value happened in her hotel and again, possibly check to see who might have gone in and if there is a pattern.
I was hired october 9,, 2 days before there inspection on october. 11,2017! They told me i would get paid 9.25 hr..after we passed inspection!! They went back on their word,, three weeks later when received my. Paycheck they only paid me 9hr, they promised me 33hrs a week,, that was another promise they lied about..when i complained about it to Samantha Dean(management) she never addressed my concerns..She left work early. The executive housekeeper who hired me brushed me off& would not adddress the issue..which is illegal to hire & and don’t pay an employee the pay that was promised. The hampton inn Dayton south is a very unprofessional& deceptive company& they take advantage of their employees..This is unacceptable for the hilton brand&franchise..please contact me about this matter..Tomeka Peake dayton ohio,,(937)668-XXXXX sincerely Mrs.Peake
i’m a recent worker in HILTON READING UK as a night porter well when i resigned due to health issues to my surprise i did not get paid almost a month…so front office manager CLAUDIO BENVISTO blamed payroll but i know he does not submitt the hours of many workers properly so to speak to look good on his budget management…lies and excuses smooth talking like a really amateur worker…a shame for a great company like the hilton
my name is joao silva and until august i was night porter in this property HILTON UK LHRHR employee n:4087708 so i left on the 19 august,resigned due to health problems and i have the following complaints to F.O MANAGER CLAUDIO BENVISTO
-did 12 shifts 108 hours in august which the hotel did not pay me/payslip does not even exists
-F.O MANAGER CLAUDIO BENVISTO wrongly submitted or not the hours on the system watson
-some hollidays were left to pay also
-by the end of august i was paid with a full amount of 162 hours from july and i asked claudio if august was included on the july payslip?
on which he said those hours would be paid by the end of september!!
-until now i’m still waiting to be paid and claudio lies by telling that i already got paid all i have right to
-this situation happen a couple of times while i was still a hotel worker but claudio always blamed PAYROLL
I have a complaint. I checked in the Hilton Hawaiian Village Waikki Beach Resort on Sept. 21, 2017. This hotel is is extremely dirty & nasty. My boyfriend & I walked into my hotel room. And I immediately had a severe asthma attack due to dirty carpet & room smelled horrible. When asked to speak with manager. She said that she could upgrade us to another room. But she said the upgrade would cost an addition $160 per night. Due to the hotel being sold out. It took an hour to check in. The hotel did find us another room. But the room was no better than the first one. I had another asthma attack in that one. I slept on the balcony so that I would not have a asthma attack that night. I am due to stay here for a week. I know that is not going to happen. This resort is full of dust mites, mold & etc. BEWARE!!! DO NOT STAY AT THIS RESORT. Carpet looks like it has not been cleaned since they opened. The hotel is extremely dirty. Service is terrible. I asked for additional towels which I never received. Television wasn’t working. Terrible experience…I WILL NEVER stay in a Hilton property again.
I have a complaint about the restaurant inside the doubletree Suites in Naples Florida. This restaurant is giving your hotel a bad name.
On Tuesday September 19, 2017 at 5:15PM My husband and I went to Charlie Chang’s Restaurant located in the Doubletree Suites in Naples Florida. We have been there a few times before. They offer a happy hour menu everyday where appetizers are half price, along with well drinks, beer and house wine.
After we sat down I asked the waitress if they had their happy hour menu she said yes. She pointed out on the menu the brands of wine that were included for their happy hour.
We ended up having three glasses of happy hour wine, a half price appetizer and two entrees. When we received the bill it was all at full price. I waited for the waitress to come back to ask her about the bill. She was nowhere to be found. I then asked another waitress if she would send over our waitress. A young girl came over to our table and asked us what we needed. I told her that the bill was incorrect. She told me that there was no “happy hour” due to the Hurricane (Irma). I explained to her I specifically asked our waitress if there was a “happy hour” and our waitress said yes and showed us which wines were on it.
All she said was, “sorry, sorry, sorry”. I asked her for the manager and she said that she was in charge and that the manager was not there tonight. I explained to her how unhappy I was that I was lied to and felt taken advantage of due to possible price gouging associated with Hurrican Irma. Again, I got, “sorry, sorry”. She was quite smug and didn’t really care. I told her we would never return again and that I was going to review the restaurant online.
I would NOT recommend this restaurant at all and would never return.
Gouging!
I am a current employee in a Hilton property in Norwood, MA. I have faced several events of harassment, verbal abuse, double standards, and the managers refusing to act accordingly to several events. In addition to this, I have attempted to correct whatever behavior the managers at my hotel seem to think needs to be fixed, but I have yet to see any change in them. I have tried filing a complaint with Hilton directly, but I am told it is a franchise, and go to the manager. It’s the managers I am having issues with, how is that supposed to help me? The man I spoke with on the phone about the online reporting was very rude and not helpful as to who I was supposed to call. So, here I am, looking for ANYBODY at all to help me with my issue at this business! If someone is able to help with this, I can be reached at Saddiluvs at yahoo.com.
Saddira,
Please let me know if you are able to find out how to address these issues. I also have approximately one third of a page worth of complaints that I would like to have taken care of that the management has not corrected in the almost one year that I have been employeed here. Please send me the steps to jckiffer2@ hotmail.com Thank you in advance.
My husband and I and our daughter and her disabled husband were evacuated from Florida due to hurricane Irma. We traveled in horrible traffic for 12 hours to get to Georgia, got a room but only for one night. So we left the next morning and continued, made a wrong turn and ended up in Commerce, Georgia and there was a Hampton Inn right there so we booked a room for the night. We were told they only had rooms for one night, we were so stressed and so tired we just couldn’t drive and further. We talked to the girl at the desk once we got there and she worked some kind of magic and we ended up with two rooms for 5 nights. This young ladies name is Jennifer and she was wonderful, she went way above and beyond for us and even allowed us to have our dog stay with us. The rooms were very nice, large, clean and comfortable. The power went out and there was nowhere to get anything to eat, all the restaurants were closed due to power outage. Jennifer went to the kitchen and got us all kinds of stuff to eat. She even gave us her parents room that was reserved due to the hurricane, they are from Florida too. She had them stay at her house. She is such an asset to your company , I don’t know what we would have done if she hadn’t been so great. She needs some kind of recognition and a substantial raise. If she was the face of Hilton you would do even better than you already do. Please recognize her for her wonderful caring attitude and wonderful personality. She is not replaceable , believe me!
Thank you
I was in town for an emergency my father had to be taken to the hospital & is currently not doing well so you can imagine that at this time things are rough. I was there a while & felt good with the fact that one it’s a Hilton & secondly the staff seemed to be understanding & extremely helpful at face value of course. After all that’s all we see & meet of the people at the front counter anyway right? Boy was I wrong!! I was charged $118 and some change so they’re saying I was charged $91 for the night $17 for parking then taxes. So this is to bring everyone up to date & what’s going on. Ok I’m explaining to everyone that it wasn’t a invalid charge first off the velvet is only $15 a night which there is a big black sign on the podium that states that a night. On top of the fact that I’m explaining that I used points for that night. Now you all are taking my money & point & either giving them to someone else or someone is pocketing the funds. This is supposed to be a Hilton I never would have thought this would be a situation that Hilton would have done or allow to happen. This is why I contacted corporate & now no one wants to help at the corporate level either to find out what happened. I stay at many of Hiltons all around the world for my company & never had to think twice that I would have to worry about lower standards of a Hilton. On top of which I tried to talk to them at that Hilton & then someone from your Guest Correspondence team just calls them back to hear them tell them no as well. With that being said what did I contact corporate for & how did you all help or look into to problem? Extremely disappointed & dissatisfied customer.
I am really surprised to see all the negative comments here and they are very recent. I stay at their hotel in Grove City twice a year and this one my first negative experience to date. After a very long drive to get to our destination our family was tired but excited as we come to know the comforts of the hotel we stay at twice a year and know that we typically receive top notch service.
Unfortunately our stay this time was not what we have come to know and were very disappointed, First when we arrived one of the beds had black mascara swipped on the white blanket so very noticeable. I didn’t even let it get to me because I loved this hotel. Even when I went to have a shower and the tub was dirty. No biggie I washed it out myself. I thought is there different staff or did we just get someone who was new or resigning and that is why the cleanliness of our room wasn’t the same standards as it normally is. I didn’t want to make a fuss over it. Then the breakfast we have come accustomed to was not the same. No bacon or sausages. Great breakfast for vegitarians no so good for those who enjoy a bit of meat with their meals. Still said nothing and thought maybe tomorrow’s breakfast will be better. After breakfast we waited a while before heading to the pool. Headed down at 10:40am and the pool was so cloudy and filthy the maitnance guy was very polite and said he will have it cleaned in an hour to come back then and was apologetic. I was a little disappointed as I told my kids we would go swimming and they were less than pleased when they couldn’t but they were more excited that I told them I would take them twice in one day. Came back late afternoon again pool was still dirty then tried again just before dinner once again still dirty and watched as other guest came into the pool area and quickly left with a look of disgust and disappointment on their face. having a young child it is not so easy convincing them that we cannot go swimming once again after attempting 3 times. The receptionist apologigized when I called her and noted that they have received another complaint and said they spoke ot the hotel across the street and if we liked we could swim there as they were going to close the pool as they needed to put it through a filtering system. I was told the same thing by the maintenance guy in the morning and said it would take an hour. I am sure you can appreciate that when you book a hotel and partly because of the amenities it offers you don’t expect to have to take all your stuff and cross the street to use another hotels pool that you are not familiar with. What a very inconvenient resolution. I paid for 2 nights and was not able to use the pool. This was a very disappointing experience and seeing how the resolution that was brought forth was not to my satisfaction I will ensure I express my disappointment on Trip advisor ( I am in the top 10% of people who have the most views) and every other Social media outlet as I am completely appalled at how this was handled. I am very disappointed as I have always had good things to say about this hotel in the past and have recommended this location to co-workers. friends and family who travel to Grove City. A refund on one of my nights would have suffice as you can see from the amount of times I have stayed at your hotels I have never had a complaint before and never had to escalate any issues. The girl at the front desk was polite but this is not how you bring forth a resolution to it by asking your guest to leave a hotel and go to another one across the street to use there pool. I can appreciate that you had to close the pool and your maintenance guys are not the best per the girl at the front desk you have had issues with them. I didn’t hire them and he may have just take over from another shift and the first maintenance guy may have thought he resolved the matter. You should never deflect and put it on your own staff at the end of the day you are all one company. In the event you have issues with your staff how is that the guest fault. For health and safety issues a better process should have been put in place to ensure that none of the guests used the pool at all today and last night. I was advised it is open up at 6am tomorrow. I wont be waking my kids up at 6am to swim on the day we check out. Ridiculous.
Greetings Hilton Headquarters,
We’re guests at the Home 2 Suites in Pasadena, Tx. First, let me start with we are victims of hurricane #harvey. As a family of 4 with 2 small children we’re completely displaced leaving behind our home with 4 feet of water at the time.
We were able to get a room at the Home 2 Suites off beltway 8. Previously, we have stayed at the Homewood Suites and loved our experience. So much so when ever we visit we extend our stay because we don’t want to leave.
Better yet, when we have contractors come out of town to do work for us we put them in the Home 2 Suites. With that said, we never paid a triple digit a night for the Home 2 Suites. Being victims of the hurricane why did the hotel mark up there rates to $149 with no military discount?
Lastly, with the conditions in Houston, there’s no where to go, but wait it out. The airports and roads are closed.
The hotel is not accepting FEMA recipients. WHY? Can’t they accept FEMA FOR THE Families already here in the Home 2 Suites? Why?
Since we can’t afford to stay and can’t get back to a shelter. Then my family and I are completely displaced.
This is not the Hilton way! At all!
I will be sharing this review with the President/CEO for Hilton, Mr. Christopher Nassetta, as well as AAA, AARP, and the Better Business Bureau. My husband and I are both lawyers and frequent the Washington DC area once a month on business. We had a great experience on our first visit at this hotel one year ago when Whitney and Edita were the Managers. Hence we made it our hotel of choice for all of our NoVa/DC stays thereafter and now we stay about a week at this particular property every 4 weeks. Edita issued us the lowest transient, regular customer rate available online and then honored that rate for all of our visits. It was an extremely smart business move on her part because it meant guaranteeing for the hotel a minimum one week stay for a customer EVERY month. It was because of her outstanding customer service that we came back month after month for an entire year to date.
However, over the course of this one year, the hotel has lost many great people at the front desk, particularly people who upheld Hilton’s standards and its corporate desire to have repeat, satisfied customers. Whitney left about 4 months ago and as of yesterday Edita is no longer there either. The new ‘crew’ unfortunately operates in a very rote manner and merely fill rooms and handout keys. There is no regard for pleasing the customer.
I am currently staying at the hotel again. My reservation was set up by Edita. However, Edita’s last day at this property was this past Friday and I needed to extend my stay for another week. The people at the front desk informed me that they could extend it but that the low rate I have received for a year now would only be honored on Fridays and Saturdays and the other nights I would have to be charged a much higher rate that is more than double…almost triple….my current rate. Well first of all, if they were smart they would have realized that this is a poor business decision. We stay one week EVERY SINGLE MONTH. Secondly, they should do their homework first before addressing the issue of rates because if they did they would see there are many reputable sites online showing a rate that is very close to our reduced rate… give or a take a couple of dollars. All I have to do is book the trip through the other travel sites. However, before I do that I’m going to speak to the General Manager (Jeff) at this property on Monday to share with him our disappointment with the way this is being handled. Surely there are other hotels in the neighborhood who would love this guaranteed money every month and grant a similar rate. We already have this kind of arrangement with Marriott so perhaps our business would be better appreciated there.
I think it is important to share this occurrence because it is indicative of the negative changes that are occurring at this hotel. It seems the new staff has let their desire to prove their worthiness of a manager’s position and/or raise or promotion under the new regime be the main focus as opposed to rendering fantastic customer service.
I might reiterate that the lower nightly rate was not the only reason my husband and I chose to stay at this location every month, but it was because of the outstanding care the front desk staff displayed to us time and time again. There was one occasion when I considered suing the hotel chain because a gentleman who does repairs/maintenance in this hotel threatened to have Security escort me out because I was taking so long to vacate a room that I had a late check out for anyway. He was rude and aggressive; he forced the door open and told me “I had to get out so housekeeping could clean the room or be escorted by security”. What???? I am 15 minutes late getting all of my things packed and you want to make a public spectacle out of the situation and threaten me and cause injury to my reputation???? I have traveled the world and stayed at the finest of hotels and elite resorts and I have never experienced anything like this. I published a review of this confrontation and had it not been for the manner in which Whitney and Edita handled the situation, which included having the gentleman apologize to me in the lobby, I would have sued. Hilton should train the new staff at this location in the value of great customer service as well as teach them two well-known successful business approaches: 1. the customer is always right, and 2. you are only as good as the service you provide. The success or failure of a business can often be traced to word of mouth reviews as to whether this is a place you should do business with or frequent.
Given what I now see taking place at this location, I will be sharing my experiences with my colleagues, clients, the Better Business Bureau and the CEO/President and owner of Hilton properties. Hopefully Hilton properties will send in ‘the troops’ to assess the operations of this particular location before this sole property does them in as a business. Remember, Hilton is not giving you anything, you are a paying customer and deserve the best. If Hilton cannot provide top customer service, or does not care that they do not provide such, there are other hotels out there that will gladly take your business and give you all kinds of perks and free stuff to have you as a repeat customer.
Lastly, consumers should know this property is extremely outdated and needs to be renovated in the worst way. The furniture is old and soiled, wallpaper is torn and marked up in many rooms, the refrigerators in the rooms often do not work adequately…fail to keep things cold, there are never enough luggage carts available, the carpets are soiled horribly, the bathrooms are not cleaned well, and to top it off the new front desk staff does not care if you have a pleasant stay or not, or whether you return; they are merely turning numbers to check in as many people as possible. Management should be made aware though that there are professionals who pass through this hotel like myself who will take every step necessary to see to it that not only do they get treated well, but every other paying customer does as well. Please note, given the current condition of the hotel, I only returned again and again because of the way I was treated by the previous staff.
As for my current stay, they can alter my regular transient rate, but what good will that do them? Perhaps they will discover what a poor business move that is to penny pinch a valuable repeat customer; perhaps it will prove to do them more harm than good. I will continue to bring my experiences to light, and rate them accordingly. Fortunately for those of you who have not had a pleasant experience at this location but do not know how or where to begin to voice your concerns and/or frustrations, I will be the voice of many. As an attorney, I am trained NOT to just acquiesce or blow away.
I stayed one night at home wood suites at mount pleasant/charleston SC. On 9/18. I checked out and received my receipt for $145.77. On the way home I checked my account since I had paid via debit. There was a charge fir $150 and one fir $150.77! I called once I got home (5 hrs later). Somehow the call went to some call center and after 30 minutes with the lady trying to convince me it was because I switched from the creditcard to a debit card she finally switched me to the actual hotel. They told me almost immediately it was a pet charge! I don’t own a dog! How in the world did that get there? It needs to be credited immediately. She said neither of the managers that have that authority are there I will leave them a note to call you they are here at 9 tomorrow. I called about 9:30. They were both in a mtg. So about 11 John kintos called. He said the maintenance man had seen me loading my car with a dog. What? I don’t own a dog! He said it was reported and charged!! That there is a no dog policy! I said my sister was parked next to us and it was registered at the desk as a service dog to their room. I asked why didn’t someone approach me and ask about the dog. We don’t have to we have a no pet policy! So you can just arbitrarily charge someone a pet fee without proof? That’s not right! Especially since the dog is a service dog and I was simply petting g the dog in the parking lot! He said he would credit the charge but it would take 3-5 business days I asked what if I had stayed 3-4 nights……. my account (I used debit card). Would be out $450-600? I asked if there was any way it could be expedited? No! By this time he had become very confrontational. I asked if he could call corporate to do it faster..no! They can’t do that either!! I said it is ridiculous that you can’t credit me today for a mistake YOU made. He never apologized for any inconvenience or anything! I ended by telling him I would be calling corporate!! He said go ahead..call corporate! After reading reviews about corporate not doing anything to resolve other much worse problems it probably won’t do any good but it never hurts to try! So beware do not pet any animals in the parking lot if you don’t want to be charged a pet fee!
I’ve stayed at the Hilton hotel at east Brunswick New Jersey a couple of times. It has been the worst experience there! I’m never going back to that place. I booked my hotel for two nights with breakfast included because if not you pay 15$ per person. I had to ask for my breakfast vouchers which they gave them to me because they had forgotten. I received them and they gave me continental breakfast because I was in the 15th floor and continental breakfast is only mon-fri and I was there for the weekend which it was my husband and I so after booking the hotel with breakfast included paying extra for hot breakfast because only cold breakfast was included which is was milk and apples that’s great Hilton!!!!. After I get to the hotel I got a rash on the side of my body after laying on the bed I checked the sheets they were dirty with blood spots on them I called room service and their was no one available the next morning I went to the front desk and asked them to please change my sheets because I was gone for the day I came back to the hotel tired after a long day and my bed is done but the same sheets! They were never changed I had to sleep on the chair because they did not change my sheets after kindly asking them too. This is the worst experience I ever had the people at front desk are no help what’s so ever!!
I travel a lot and had the worst experience ever at your Hampton Inn Clinton, NJ hotel. I have stayed in some far less hotels and received far better customer support both during my stays and after issues have come up. I have complained formally and been contacted by your so-called reservation and customer service specialists (several) and its been made very clear to me that they have not researched my specific issue at all. I don’t need to be contacted again because I have exhausted all that I can possibly tolerate from the inept services offered by your company, but wanted to publicly post that you’ve lost a lot of potential future business.
Hello. I am writing about my stay at the Hilton in Baltimore MD at the inner harbor. My fiancé and I just got engaged. We wanted to do something romantic…so, we decided to stay in our city. We had heard nothing but good things about the Hilton and since we both love the Orioles Stadium, it seemed like the best choice. Once we arrived and were checked in, we hurried to our room to enjoy the view and our new engagement. 5 minutes later we were greeted by 2 hotel staff with our pants down. No knock. No nothing. We were just barged in on…naked. We got dressed and went to the lobby to speak with a member of Hotel Management. We were referred to Brett. Brett was very nice. Looked into the situation and offered us $100 credit toward dinner at the Diamond Tavern. We accepted. Dinner was lovely and our waiter Ben was amazing. When we checked out of the hotel, and were headed home I checked my bank account. There were 4 charges from the Diamond Tavern when there should have only been one. Not to mention parking for paying customers at the hotel isn’t even comped. That is ridiculous. I have never in my life paid to park at a hotel I am paying to stay at. I am overall very dissatisfied with our experience. I still have yet to receive a call back about charges to my account that should have never occurred…which I’m sure will take 3-10 business days to get back. We couldn’t properly enjoy ourselves after the privacy violation. I don’t know that I could at this point recommend the Hilton to anyone nor do I think I will book another room, which is sad because we were looking at the Hilton for our wedding.
When it CAME to HILTON HOTELS “I’ was an absolute Fan!!!! For Over 25 Years I Have Supported This Franchise…I Had a Reservation For Over A Month… Needless To Say It Was The Worst Experience EVER!!!!!!!!!! The Customer Service Sucks Even Tho Everyone Pretends They Are Doing Their Best with The Customer Still Being Left Hanging!!!!! Thank You So Much HILTON HOTELS FOR NOTHING!!!!!!! Your Reputation is Not The Same!!!!
I have left several messages via phone and yet to get a call back! It’s in regards to 2 stays recently one in Nashville, TN and the other in St. Louis, MO.
I’m a long time customer and would appreciate the same respect with a phone call back!
270784XXXXX
First, I would like take acknowledge that I love your hotel chain and love staying at your hotels especially, especially the Embassy Suites. My complaint is about what happened to me this afternoon, o June 30, 2017, when I was about to leave Channelview, Texas (which is a suburb of Houston Texas) about travel about 6 hours to the Embassy Suites in New Orleans and decided to check my reservation. I contacted the New Orleans Embassy suites where I had a reservation booked since January 6, 2017. I was told by a female that my reservation had been canceled on June 16, 2017, and she would call the hotel front desk and find out what happened and to see what could be done for me. I told her I did not cancel my reservation, nor had I gotten any correspondence from the hotel saying that it was canceled. I had a reservation booked since January 6, 2017. The female told me she would call the hotel and try to find out what happened and see what they could do for me. She put me on hold and was very professional the whole time and took about 20 minutes to try to assist me. She said she was told by the manager at the Embassy Suites (on Julia St) that someone named Kim had called on June 16 and canceled the reservation, and I told her that it was not I that canceled my reservation and wanted to see what could be done because I was a victim of a robbery in the past and my purse was stolen, so I wanted to make sure nobody had stolen my identity and there was no fraudulent activity going on.
She placed me on hold again and apologize that she kept having to place me a hold trying to rectify the issue of my reservation being canceled and it was not me that called and cancelled it. She said a Kim Bolden (or Boleyn) had canceled the reservation, and I was thinking that was the person who called, and I was later told by Laura who works in the account section at the Embassy suites in New Orleans that Kim Bolden (or Bolten) is an employee at the Embassy Suites Hotel that cancelled the reservation because someone by the name of Kim called and canceled the reservation on June 16, 2017.
The female, who I apologize that I don’t know the name of but should be doXXXXented I guess in the record, came back on the phone and told me she would transfer me to the hotel front desk to speak to the manager that she was speaking to. She transferred me to a male who answered the phone, and I explained the reason I was calling to him, and he attempted to belittle me by saying that I was yelling at him, and I told him politely at that point why I was calling and he was not trying to help me, or talk to me. I asked him who his supervisor was, so I can rectify the situation and I heard employees in the background laughing and discovered that I was on speakerphone when I told him there maybe fraudulent activity going on , and I asked him what his name was. He told me his name was Charles and I asked him for his last name and he told me that’s all I needed to know was his first name. At that point, I was angered by what was going on because I was supposed to be coming to the Essence Festival in New Orleans for the weekend. Its a trip that I’ve been planning for the last 6 months and he was very uncooperative, unprofessional, belittling, and not helpfulI. I was supposed to be coming to New Orleans for a weekend a trip that I’ve been planning for the last year and laughing with other people (it’s unknown who they were about this situation). He never addressed the issue at hand, or told me what was going on, or try to rectify the situation.
I then called the hotell number again, and spoke with a male and explained to him what happened and just let him know that I wanted to make sure that the hotel stay was not billed to my card, and he put me on hold. I was on hold for about five minutes and then the phone hung up. I then called the hotel again and spoke to Laura in accounts to make sure the hotel stay was not billed to my credit card, and spoke with her. She was very professional, helpful, and she told me the reservation was canceled and they may have canceled the wrong reservation. She said it was not billed to my credit card and gave me the last four digits of the credit card that was used to make the initial reservation in January 2017.
I told her I had just spoke with a male who said his name is Charles, and she did not know who Charles was. I told her that was the name that he gave me when I asked for his name. I told her I did not cancel my reservation and I wanted to make sure that there was no fraud going on and she just said that it wasn’t billed to my account. I said OK and hung up because at that point I did not want to drive six hours and have no room and she just said that it wasn’t billed to my account. She said the reservation was counseled by a female named Kim, and I let her know that I did not call and cancel my reservation. She did not try to help either to find out why this reservation was canceled, or offer any information to assist in booking a room, or anything else. She just kept saying it was not billed to my account.
I am very concerned about this because I didn’t not know that you could call and give a first name and have a reservation canceled. Laura did tell me there was a person by the name of Len (I don’t know if that’s how you spell the name) Freeman that canceled reservation on June 16, 2017. She said they probably canceled the wrong one, but did not try to do anything other than tell me that.
Below is my reservation information, and I never received an email stating this reservation had been canceled:
Embassy Suites by Hilton New Orleans Convention Center
315 Julia Street, New Orleans, LA 70130
T: 1 504-525-1993
Jun. 30, 2017 – Jul. 03, 2017
Confirmation Number: 83932733
I would like to know why my reservation was canceled, who canceled it, why did I not get confirmation that it was counseled, and how the wrong reservation was cancelled. I am a Hilton honors member, and I stay at your properties all the time. I then immediately booked a hotel stay at the Embassy suites in Austin, Texas right after speaking to Laura at the Embassy Suites in New Orleans. I would like someone to investigate this issue, so I can get it resolved and verify there was no fraudulent activity that took place, or anything of that sort.
My name is Kim Freeman and I can be reached Via my cellular number at 832–4 55–XXXXX.
Thanks so much for your cooperation in advance.
Kim Freeman
Channelview, TX 77530
I stayed at your lovely Hilton Garden Inn in Beaufort SC 3 nights last week on a Lowland vacation trip. Phillip welcomed us royally, with packaged treats and an easy check-in. He and all the cleaning ladies we encountered in the hallways were really nice, and friendly. The room was cleaned beautifully daily. Unfortunately, I left two jackets and a packing cube in a drawer in my room. It only took one phone call, and a couple of emails, and your employee Donna Perry boxed and made sure that FedEx picked up the box the next day that I had arranged for. I can’t praise Donna’s caring and professional attitude enough. The box arrived today, and I am very grateful for such good service!
My family and I recently stayed at the Embassy Suites at the Portland Airport.
When we checked in on Monday the room had a super strong odor of cat urine.
When we mentioned it to the front desk they were aware of the problem. The carpet cleaning person used to much ammonia they said and they needed to neutralize it. In the mean time that night my 11 year old had trouble breathing and so did I.
The second day no change in the room and that night my 3 year old thru up.
We got moved to another room only to have myself and wife get sick.
Last straw Friday morning my 3 year old had the worst diarea and was also sick.
Time to leave!!!!!! When checking out the gal said we were supposed to stay till Sunday.
I said not in the likes of the rooms we have been in.we checked out and were sink with I believe chemical poisoning. When I contacted the district manager on Monday and asked for all the msds sheets from the hotel and the carpet cleaner she said she would have to talk to the legal team.
Tuesday received call from their claims person . I told my story and a week later still no response. I have contacted a lawyer and getting someone else to get matters resolved.
Hotels used to take care of you. And at over $235.00 a night with what they want for a nights stay you would think you would not get sick from staying there.
Mike
Seattle Washington
To the CEO ‘s of Hilton, recently I stayed at the Hilton in Chicago on Michigan Street. It was April 6-7 2017. My son was bitten by bed bugs. Unfortunately he brought bugs back to our lovely home .Currently we have gone to extreme measures to make sure these bed bugs don’t spread in our home.
My concern is that I spoke multiple times to employees, and even went as far as sending an email to someone, who told me there was no bed bugs found in the room. However without a doubt I know theses bed bugs where from this hotel. My son got bitten in the hotel, and brought them back the day we returned from Chicago .
We want the hotel to know that there are bed bugs in the hotel and need to be treated so that other people do not have the same tragedy.
ABSOLUTELY REPULSIVE MANAGER
My father was visiting Columbus, Ohio this afternoon. I stopped by the Doubletree by Hilton hotel to spend time with him before he left town again and this is what happened:
I was followed, harassed, and nearly assaulted by hotel management. I was outside of the hotel waiting to be picked up by my boyfriend when a man wearing a suit began following me around the perimeter of the hotel. He asked my name, I refused and said I was on the phone. He then continued to follow me through the parking garage until I was cornered with nowhere to go. He did not have a name tag, or any other badge to show that he was an employee of any kind. At this point, I made it VERY CLEAR that I was uncomfortable and asked him to stop following me. He did not. A police report was made, and when the manager finally can outside to speak with police, he disregarded the officer. He stared me up and down and licked his lips. This man REFUSED to give his name, he only said that he was hotel management. I AM DISGUSTED WITH THIS HOTEL AND TTHEIR EMPLOYEES. I WILL NEVER STAY AT A HILTON HOTEL AS LONG AS I LIVE. FIRE THIS MAN IF THE POLICE HAVE NOT ALREADY ARRESTED HIM.
I am a medium term guest in Plymouth Meeting, PA.
Your staff is good, your Breakfast Team solid.
But you have a complex Drama at your check in Team, they are odd.
Would like to speak live. 215 900 XXXXX.
To add to the previous comments on the Hampton Inn and Suites Cypress Station – Houston.
I attempted to call the front desk multiple times over the next three days and I stopped counting after 35 rings before it was answered. These calls occurred after 8 pm as I generally stay at the office working when I am visiting one of our offices for 3 or 4 days.
There were bugs in the kitchen and bathroom daily.
I have never received such rude treatment and stayed in such a dirty room in my 7 years of using Hilton exclusively and almost weekly.
This is a note that I sent to the General Manager after the worst experience I have ever had with Hilton. I have been a Hilton Diamond member for over 7 years with almost weekly travel and using Hilton exclusively per company protocol. I have never had bad service and bad accommodations as I experienced here. I emailed her 3 times the last email I requested the contact information for the District or Regional Manager – she never responded to any of my emails. I informed her I was not happy referring to the 100% Satisfaction Guarantee and they had billed me for every night of the stay. I continued to wake up or come from work and had bugs in the kitchen and bathroom. The room was dirty and didn’t improve during the stay. I will never stay there again. I am still waiting to hear from someone at the Regional level.
Ms. Rodriguez
I checked in on 4/18 around 8pm. I am writing to share my dissatisfaction and concerns about my experience. The clerk working last night was not professional or friendly and did not stand up to Hilton standards.
My reservation through Concur Travel was for a 1 King with Kitchen room. I called several hours before my arrival to confirm the kitchen would be appropriately equipped before I spent company money on groceries. I was assured the room was ready and everything was fine.
I stood at the front desk for 9 minutes before the desk clerk appeared. When she did come into the area she was talking on her phone – from the conversation I would assume it was a friend. She approached me and told the person on the phone to hang on; she never set the phone down. I accepted the key and asked her if the foam pillows I requested and on my Diamond profile were delivered. Her response was “I don’t know I haven’t been to your room”. I proceeded to my room on the third floor and it was not a King with a Kitchen. I returned to the front desk to let her know it was the wrong room. I believe she was on the phone with you at the time. She assigned me a King with a Kitchen on the first floor. I accidently locked the key in the room while unloading my groceries from the luggage cart. I went back to the first desk and explained what I had done and requested another key. I returned to the room and the key wouldn’t work. I returned to the front desk and told her. She made another key and disappeared around the corner, never said she was going to my room. The next thing I know I hear her yelling “Mrs. Britt” from down the hallway. I walked around the corner and she was in the hallway and proceeded to tell me the key she made worked just fine and she wanted me to try mine again. I did and it didn’t work, just as I had told her it wouldn’t. She responded “that’s weird” and walked off. I was unpacking when I noticed I only had one foam pillow and the clock said 2:35 and was beeping due to a low battery, even though it was plugged into the wall. I know from staying in Hiltons for the last 7 years exclusively, that style of clocks cannot be reset by a guest. I called again and asked her to send someone to fix the clock and bring one more foam pillow. She proceeded to tell me I was only allowed to be issued 4 pillows – I wasn’t asking for extra pillows, I was asking for one of the feather pillows to be swapped out with a foam pillow. She literally grumbled and said she would have to go look in an empty room to find one – I didn’t need to know that, I simply needed a foam pillow. When I asked about the clock she told me not to worry about it she would set up a wakeup call. I explained I didn’t need an alarm I could use my phone for that, I needed a working clock. After asking again for someone to fix/replace it she told me she was the only one there. I explained I needed a working clock, she said she would come to the room in a less than friendly/helpful tone. I was watching her “work” on the clock. She was pushing the “set” button directly under the Alarm button. I said “what button are you pushing” thinking I had missed something. In a very rude tone she said “the one that says Set”. I pointed to the word Alarm and tried to tell her that button was for setting the alarm. She finally said “this isn’t changing the time only the alarm”. She pulled the cord out of the wall and said she would be right back. It was close to 10 pm and she hadn’t returned. I was exhausted and wanted to get ready for bed so I called again and asked when she would be coming back and she informed me maintenance wouldn’t be in until the morning and she had put in a repair ticket. I explained again that I needed a clock – her response was “I can’t do anything about it; you will just have to do without until tomorrow”. I told her this entire process was unacceptable and I would speak with a manager the next day. Her response was “I am a manager but if you want to talk to the General Manager you can” I’m hard pressed to believe that her management skills and behavior are what Hilton expects of their managers.
This has been the worse experience I have had with a 7 year history of using Hilton weekly and exclusively per our company protocol.
I wasn’t greeted as a Diamond member. There was a dead bug on the kitchen floor and popcorn on the bedroom floor. The ice maker in the fridge did not work, there wasn’t a knife to cut with, a bowl to mix in, a strainer, a measuring cup, paper towels, a dish rag or dish towel – none of the standard content you would find in a hotel room with a kitchen.
When I got up this morning there was a bug on the bathroom floor and the air blowing from the living room AC had a peculiar order.
Based on my experience and Hiltons satisfaction guarantee I would like the first nights rate to be removed from my bill. I believe having Hilton Honors Points added to my account based on the insanity of my arrival experience would be appropriate.
I’m hoping the next couple of nights will be uneventful.
I look forward to your response.
Respectfully,
Comments will be determined upon results…
Check in and out on the same day due to ANTS in the bed on the wall and floor. The front desk did not help us in anyway they had a ok attitude. My family trip/Birthday was horrible. We pack up and traveled back home.
Dear Hilton,
I am a loyal Hilton Diamond member and have been for over 10 years. I mistakenly booked the wrong night on an advanced purchase at the Embassy Suites OKC airport. I always stay at this hotel when traveling to OKC. Even after discovering my error I still stayed at a Hilton property last week. After multiple calls, Hilton is refusing to refund me, while I understand it is an advanced purchase, it was still made in error. Furthermore, I have asked for this to be escalated to management. Hilton said they would have someone call me back. It’s been 3 days with no returned call and I had to call Hilton back. I guess what surprises me and disappoints me the most is Hilton is willing to risk all the business of a loyal Diamond member over refunding 1 nights stay.
I am confident that my company would refund a loyal customer over such an insignificant amount. Furthermore, I have canceled all my short term upcoming stays and will be canceling the rest shortly. I will be taking my business to another hotel chain. At this point no refund is necessary, however I thought someone should know.
Sincerely,
Jim Johnson
My name is Jeffrey P. Money my Hilton Honors number is 939492405.
I am a member of the Florida Fire Chiefs Association and our annual conference and trade show is being held in Daytona Beach this week. The host hotel as always is the Daytona Beach Oceanfront. This facility has been sold out for this week and as a result, I had to make my reservations at the Hampton Inn located just north of the Ocean Center and the Hilton Oceanfront (Confirmation Number Noted Above). My organization has been hosting our annual meeting and trade show at the Daytona Beach Oceanfront for approximately 15 years and I have been attending this and other emergency services meetings and conferences annually hosted at the Hilton Oceanfront.
I only live 60 miles from this facility in Daytona Beach but as usual, I stay in Daytona Beach for the week of the conference. My reservations are for January 17-22, 2017
I have had a death in my family involving the patriarch of the family. The on-line obituary from the Shumate Funeral Home in Middlesboro, Kentucky is included with this e-mail.
I am sixty years old and my father is predeceased and my mother lives in Bremerton, Washington in an assisted living facility. She is confined to a wheel chair and is of poor health and unable to travel. It is my responsibility to attend this funeral. As you can see by the obituary I am listed as one of the pallbearers for the service. As a result of these family responsibilities, I will depart for Kentucky on the morning of January 18th and not return to my home in Brevard County / Cocoa, until Sunday evening, January 22, 2017.
The funeral arrangements were confirmed yesterday evening (1/15/2017) and I started attempting to work with with the Hampton Inn to cancel this reservation last evening. This is noted in the reservation records at the Hampton Inn in Daytona Beach (Jackie). I was informed that the hotel cannot do anything regarding this specific reservation doe to the fact that I prepaid for the room.
I was directed by Jackie to call 1-800-236-7113 to talk to the personnel at this number to have the prepaid status of my reservation addressed. I did this at 8:30 last night. The individual I contacted informed me that policy only allowed a reimbursement for the death of an immediate family member. I informed her that I did not view this as an acceptable policy and requested to talk to a manager. She informed me that she was the manager. I asked what my options were and she gave me the email contact information.
I do not frequently do prepaid reservations in case my travel plan change but this is a conference I attend annually as I noted above. I could not forecast any reason on December 1, 2016, why I would not be attending again this year.
I have been a Hilton Honors member for many years. When I travel professionally or privately and have control of my travel arrangements, I stay in Hilton facilities. I am aware that the Hilton Oceanfront and the Hampton Inn are both booked up for most of this week.
I am requesting:
1. Release the room reservation so that the room can be rented back out to someone else since the hotel is sold out for most of this week. I have been told that the hotel itself can not release the room and it must be done at a corporate level.
2. Reimburse me for the pre-paid reservation since this family death and the subsequent funeral are beyond my control.
3. If you are unable to reimburse me for the $ 836.55 a credit for use involving future stays at Hilton facilities would be acceptable.
I understand that Hilton has to have established policies regarding pre-paid reservation since those are done at a discounted rate. I also think that some consideration should be made for customers who can provide you with evidence of the family death and funeral and are regular Hilton Honors participants.
Please feel free to contact me on my cell phone at 321-537-3954 or at this email address.
Thank you for your consideration of this request.
I have now been received a response to my email with a form doXXXXent denying my request for assistance. When I called the identified number in the email the person who answered the phone wanted me to call the number that this whole process started with. Why am I not being offered any real assistance with this issue. What does years of doing business with the Hilton chain result in. Nothing. This is awful customer service. I cannot believe that in the email response to me it actually stated that you hoped that this would not impact my future decisions to utilize a Hilton Hotel facility in the future.
At this rate I hope that every firefighter and fire chief I come in contact with and who learns how you treat hilton honors members negatively impacts your business. This unacceptable response to one of your customers having a death in the family.
To Whom it may concern,
January 13, 2017 my family and I were underway for a weekend get away. Unfortunately, my wife had a MS attack and we were unable to continue our drive. I contacted the Hampton Inn & Suites Bartonsville, PA. to ask for a compassion refund or rain check. Absolutely not according to the manager. Anyone who understands Multiple Sclerosis knows that attacks can happen suddenly and without warning. This property manager is obviously interested in generating revenue no matter the human cost. No compassion what so ever. As a pilot who travels frequently, I will remember this treatment by the Hilton Brands and choose hotel chains accordingly in the future.
Not satisfied,
William Cowell
My wife’s purses were stolen after a room change and management’s response was basically you’re out of luck unless you can prove it. No compassion even after my wife was almost scalded in the shower the first day we checked in from a faulty shower. Worst stay ever.
What is the process to become an approved supplier for Hilton? My company provides IT installation services and would like to have the opportunity to assist Hilton in this area.
Thank you!
Paul Kraus
479-295-XXXXX
Well was there to check in at 245 rooms were not ready. They let us take towels from the pool to take to the beach there was only two. We took the last two and told them that there was no more…… We come back from the beach at 6pm and room still was not a 100% ready. The housekeeping manager was in the room when we got up to are room. We literally walked in set are bags down and back out the door to go eat…. We come back to a smell of smoke. We get the are floor and the smell is strong. My son then opens are door WITH OUT A KEY………. WE WALK IN AND THE SMELL IS REALLY STRONG . We then find a note saying there was a towel left on the stove and the stove was on we had to enter your room….. Well we didn’t leave a towel on the stove we were not there. So at 8 pm we take the kids to the pool and still no towels. We ask 2 time with in 30 mins and still not towels. My wife then goes to are room gets towel for ate kids that at this point are freezing. We then are short towels for showers. We my oldest go to the front desk and ask for towels. They say we will bring some right up. 20 mins goes by my wife has to go down and get the towels . The windows in are room don’t open and all you can smell all night is smoke. No one cans sleep we have to be at the airport at 5 am. This is the worst hotel stay I’ve ever had. I am a Hilton HHonors member I am very disappointed this needs to be handled
Conf #:bbda15c7-2fc9-4f04-84b8-7595876427ac. reservation was cancelled & I’m still charged for points.I do not want 6,537 points. I want my money back. I did not read anywhere online when I booked the hotel reservation that the reservation is nonrefundable. In fact the hotel canceled the reservation but I’m still charged for points I don’t want or need. This is not the best rate guaranteed. $65.37 for points and $98.20 for 2 nights. I could pay $40 for 1 night using points I already had & $106 hhrate. Which is what I thought I was doing in the first place. But I was charged points. I’m very disappointed. When I called customer service they told me I can’t get my money back and there is nothing they are going to do because the policy says no refunds on points. But the receipt emailed to me does not say this! I need to know where this is in writing. Even if the money for points can not be refunded which I don’t see why they can’t. Simply take the points away and give me my money back. The room should still be at the cheapest rate. It’s so dumb for me to pay more money when I’m booking it directly through the website. The customer service rep kept saying we always tell people it’s not refundable. I told her, look, I did this online. I didn’t speak to anyone. It was not a separate transaction where I bought points and then reserved a room. It was 1 transaction that only listed the reservation was refundable and cancellations allowed.
Stayed at Berlin Hilton at end of your Elegant Elbe Oct 09 to 16th. Your crew/staff was outstanding. However, the Hilton bathroom (room 8022) which suposedly for handicapped guests has no grab bars! Unheard of! A real hazard. Sent an email to the Gen Mgr but no reply received.
I never ever wrote reviews. I’m usually pretty satisfied with my hotel rooms and until the last day at the double tree I stayed at I was happy. I checked out at 12pm (and hour late because I didn’t realize check out was 11) to go to brunch with friends and return home via a flight later in the day. After completing brunch at 3:30pm a realized I left my headphones in a drawer of the dresser in my room. I returned back to the hotel and asked to go up stairs to get my headphones after 15 minutes of waiting and (being nervous about making my flight on time) I politely demanded to go up to the room and look for my headphones myself. When I got to the room it had been stripped and my headphones were gone. I have to be honest I’m sure my body language showed that I was in the most pleasant mood but I wrote down my information and I was told someone would give me a call the next day. Tuesday I called and spoked to a manager who said she had received an email about my headphones and would call be back late in the day. Thursday I called spoke with the same manager who never explained anything just transferred me to house keeping. The house keeper I spoke with said no one found my head phones and that all they could do was file an insurance claim. When I asked her what that would do to corrrct the situation she told me nothing. I concluded the conversation with saying that I would be calling corporate. She then in turn said they would take a look further into where my headphones are. I spoke with corporate who called the hotel and the representative told me the head house keeper (who had the keys to lost and found) had been on vacation all week and was just being caught up to speed on the incendent. Today I get a call from one of the main managers who told me they would not be doing anything further because “the person who stripped my room has never had a previous incident.” That when I asked her what they had to do with the fact that my headphones grew legs and walked away three hours after I checked out of my room. She continued to repeat herself which in turn did not make the sistiation any better and when I said I was going to write a review all she said was that’s it was my right. Needless to say I cut the conversation very short after that. I admit I should’ve made sure I got my headphones before I checked out of the room. But I do expect people to be honest and for customer service to be a little better. Because this took a week for them to just take the house keepers side and for the manager to not see where I was coming from at all based on the fact that “the housekeeper never enetered my room without reason and that she’s never had a previous incident” I’m writing this review hoping to get the attention of corporate to correct this situation. I’m not asking for a check and I’m not making anything up although the manager treated me like it was entirely my fault, but I expect someone in customer service to make it right and I expect an extension of something toward the value of my $100 headphones since they grew legs and ran away from home. So I’m writing hoping someone from corporate will reach out to me make this situation correct and restore some of the value to the double tree brand.
Hilton Singapore management could care less. I have stayed at the Singapore Hilton many times over the last few years. I stay for a couple of weeks at a time. Nice location, but it continues to diminish in quality, value and service. It appears they attempted cut back on small items, but it has made a huge difference. Even as a Hilton Honors Diamond Member it is difficult to get the quality of service that is associated with the Hilton brand. I had water leaking out of the bathroom ceiling all night. Called and reported it at midnight. I told them the tub in the room above me must be over flowing. Duty Manager told me that since it was so late they could not disturb the guest regarding the water leak. Several calls to the manager were not taken seriously. Manager claimed every larger room was booked. Not true; I checked on-line. Water leaked all night. Hotel is a dump and they treat you like garbage. Also, The Sunday Brunch is fine, but not worth S$110.00. Do not be deceived by the photo in the ad or elevator. It has a large assortment of cheese and fresh sushi, but the prawns taste old and the lobster are tiny. The lobster has no claws as shown in the ad. I was told they are from Boston, but I remain doubtful. The crab was delicious and the prime rib was prepared correctly. The staff tries hard, but the effort falls short. I really hope this hotel can improve to the high standards of the Hilton brand.
As a follow up, I happen to run into the Samuel; Director of Operations in the elevator. I explained the all night water leak issue. He was embarrassed on how the night staff responded. He took immediate ownership of the problem and is working on a solution. As loyal customers, sometime all we ask is for someone to listen and take ownership of the problem. Samuel did exactly that. He should be promoted and seen as the high standard that all Hilton employees should strive to achieve.
On Friday, 8/12/2016, I was staying at the Homewood Suites Carrier Circle in Syracuse, NY while visiting friends and family. At approximately 3:30, as my partner pulled out the top drawer of the dresser, the 42 inch TV that was unsecured on top of the dresser crashed to the floor and the dresser was on its way to tipping over on her. Somehow, she was able to get out of the way and hold up the dresser from the side. She called to me to come and I ran to hold up the dresser and told her to call for help. She called the front desk and soon the housekeeper, Rachel, came running and took hold of the dresser and attempted to right it. Rachel said, “This is one of those Ikea like things!”. She told me to let go and she was able to get it upright. Soon the maintenance man came. As he assessed the situation he said “I don’t know what I’m going to do because they won’t let me attach anything to the wall.” We asked why and he replied that “they are trying to preserve the longevity of the furniture”. To which we replied,” what about the longevity of the people!”.
He said, “we tell the girls to make sure the TV’s are pushed back on the dressers so they won’t tip, but people turn the TV’s and move them”. They knew we were getting ready to leave, so they told us to get ready and go and they would take care of it. On our way out we saw Rachel, the head housekeeper, again and I said I thought the floor was uneven. She replied, “I’m pretty sure that it is one of those Ikea things”.
When we returned later that night, there was a TV on the dresser and the dresser seemed to be closer against the wall. We did not know how he had fixed it, so we were very cautious from then on and one of us always held onto the dresser while the other opened the drawers. They(?) left a Bottle of wine and two small packages of cookies with a note that read: “Sorry for your “inconvenience”…..
The next day I went down to see the manager. I asked the young woman at the desk if I could talk to him. She went to get him and came back and said he was on a conference call. I said I would wait for him in the dining room. We sat in the dining room and read waiting for him. He did not come to talk to use so after 45 minutes we left as we had to get ready to go out. It turned out it was Josh, the assistant manager, who I saw at the main desk as we waited. On our way out a couple hours later, I saw Josh outside talking with someone and waited til he started back in and stopped him. I asked if he had heard about the incident in our room. He said yes, “We talked to the people next door (The Hilton Garden Inn) and they have the same situation” We replied that our concern was that we were lucky, but someone was bound to get hurt if there was an unstable dresser with an unsecured 42 inch TV on top.
He replied that they had discussed maybe getting a kit that would attach the dresser to the wall or maybe something to attach the TV to the dresser. I replied that I thought attaching the TV would only make the dresser more unstable. Basically he concluded by saying that the manager would be in the next morning and we should talk to him.
The next morning we saw the manager at breakfast but waited til breakfast was over to try to talk to him. By that time he had left. Later in the day we tried again, but it was Josh again.
The next day we saw the manager, Jim. We met him in the dining room and went over the event with him. He replied: “They don’t want to see any hardware (or attachments (or metal or a word that meant this. I can’t remember the exact word he used) They don’t even want to see the curtains pulled back. If they see any, “I lose pointS” We replied that the dangerous situation was more important than seeing hardware. He said that actually when they set up the dressers, they were supposed to adjust them. He said there were screw adjustments on the front of the dressers and the people who set them up didn’t adjust them so they tilted back. He said they were “starting to do this”. And he said “this only happened one other time, but that was just a little boy who pulled out the bottom drawer of the dresser to reach the TV”. After we concluded, he came back to say, “Ladies I”m going to buy tonights stay for you”.
It is unclear if the negligence is on the part of the Hilton chain or on this particular hotel, but it is clear that this is a dangerous situation that seems to have occurred and been ignored. This is indeed one of “those IKEA SITUATIONS”. The difference is that Ikea owned up to the situation and publicly took responsibility and offered a fix or a return. What is Hilton’s plan. It is hard to believe that a situation like this has been in the headlines so recently and is being ignored by a major hotel chain and a particular hotel.
I would like someone with responsibility at corporate headquarters to assure me that this situation is being handled. This hotel has been open since December and they haven’t yet at least adjusted the dressers. He told us they were beginning to address this. An unsecured TV on top of an unsecured, unadjusted dresser, this is truly a litigious situation.
And, the very situation that brought the Ikea dresser to national headlines was dismissed as just a young boy who pulled out the bottom drawer to reach the TV.
I look forward to hearing from Hilton Corporate on this matter to discuss it further.
To whom it concerns: I received a invite to to purchase a four day trial at one of your resorts
I HAVE STAYED AT YOUR HOMEWOOD SUITES AND WAS VERY HAPPY, SO WHEN OFFERED TO
STAY AT A RESORTS FOR $99.REFERENCE#9696575141 I PURCHASED THE PACKAGE. THEY SAID I COULD USE IT THIS THANKSGIVING THEN EVERYTHING WENT WRONG BUT AFTER EVERYTHING WAS DONE THEY SENT MY MONEY BACK. I THOUGHT YOU WOULD LIKE TO KNOW WHAT WAS DONE. THEY RAISED THE PRICE AND SAID IT WAS BECAUSE OF THE HOLIDAY, I WAS TOLD THERE WOULD NOT BE ANY ADDITIONAL FEE.
I’m writing this complint do to the lack of iformation given to us the customers.
We are in a state of shock, we have been staying at the hilton hhonors in Arizona have been staying there for number on times.The clerk inform us that we eligible to become members,we agreed to do so. what a BIG MISTAKE that was, we where told about this great get away packet so we paid for a 3 nights and 4 days, after asking from time off from work to have a small get away, we where ready to book are days, we got BIG SURPRISE.
we where told of there several conditions in order to book are reservation, thing that they don’t disclose to you until you are reddy to book, when you pay for the eledge days they tell you will get a receipt for the payment, they don’t tell you abut how they work in very small print you are told you must attend a seminar in order to get there small discouts………….
after asking to speak to a supervisor who i ask his name he gave me the name of
Christopher Nasseta who i now know is the CEO.
We where told by that individual that there nothing we cold and that are money was a lost.
we triad getting a hold of corporate and there never any return calls back to us.
in the end you can surge your self Hilton Scam | Timeshare Fraud
Hampton Inn at 1120 South Avenue in Staten Island is one the worst hotels I ever stayed in. The management staff is a joke. The general manager robin warren should be embarrassed and the executives should have her fired. First night we are there. Blood on elevator floor. Second night the entire floor stink of weed. Management and security try to cover it up with sis freshener. Then when we complained the next night. They called the cops to have us escorted out of the hotel because robin warren try to cover up and disnt want to deal with it since it was her day off. I advise all to stay away. Disgusting hotel.
I booked a 4 night, 5 days vacation in the Bahamas at the British Colonial Hilton through Cheap Caribbean. The vacation was a sweet 16 birthday celebration for my daughter. When we arrived, we were told that they were having problems with the air conditioning system but they expected to have it up and running by the end of the day. They offered to move us to another hotel but it was a lower quality so we decided to stay. We were told the same story about the ac every day — they expected to have it up and running soon. I saw a couple on our floor walking back to their room with a fan. I asked the maid if I could have one and she immediately found one for us. I don’t understand why the hotel wasn’t concerned enough with our comfort to offer us one immediately versus us coming across one by accident. The room was so hot we really couldn’t sleep well. We decided to open the one window we had to let some cool air in. My daughter woke up the next day with bug bites all over her arms and legs. Then she started to break out with a rash which was scary. I spent the next day trying to figure what my daughter had and how to make her more comfortable and another day arguing with hotel manager about refunding us for the hotel expenses. I also sent an email to the home office using the Hilton Honors contact information but never received acknowledgement of the message or any assistance in dealing with the situation. In the end, the hotel gave us several complimentary meal vouchers and told Cheap Caribbean that they would not charge us for the 4 nights.
Our vacation was a true disappointment and certainly not the birthday celebration I had planned for my daughter. I expected a much better experience from a Hilton Hotel.
Hello – I am making a complaint for the first time. I stayed at Hilton JFK from 5/13-5/15, we were attending a wedding. The first night we got back to the hotel, one of us took a shower and the water would not drain!!! The water backed up to about 2 inches in the tub. I then had my daughter call the front desk to complain…remind you I was still in the bathroom. My daughter told the guy to please give us 5-7 mins since my mom is in the bathroom. They said ok…10 mins…went by and then I called again…and they said that the maintenance guy will be there in few minutes…it took another few mins. By that time the water had already drained..slowly!! He did still attempt to fix it. He came in w/ his dirty shoes and messed up the bathroom. I had to then clean the bathroom and we ran the hot water for a few minutes and the water drained properly. I asked the guy in the front desk to make sure and record my complaint and asked for a manager to call me in the morning. I never got a call back. I went downstairs to talk to a manager and no one was there and the lines were long w/ people checking in. I had to leave the hotel at 12:30 due to our ride arriving. Got back to the hotel and spoke to the same guy I complained to…he said that he did make his notes…but also wasn’t the nicest person..cuz he started accusing me of saying things I did not say. I had 3 other guest w/ me and they were there with me also when I made the phone call. When we checked out on Sunday at 5:30am…the guy who checked us out was the nicest guy ever, he was the only one who offered to help and gave me phone #’s of Mr. McKenzie and Shanique the Front Desk Manager…he even offered to give me Hilton points. But I wanted a Manager to call me back and no one ever did. VERY BAD CUSTOMER SERVICE!!! I then arrived at Mpls on Sunday called again and then spoke to someone in Guest Services…I explained to him again what happened and asked if I could get 1 night comped for the inconvenience. Basically he made it seem that I was lying about the whole incident and I told him that he made me feel like I was stupid. He said he couldn’t do 1 night comped but could take off $50 off the bill. I said for all the bad customer service I’ve had, you should be able to take off $100!! I would be happy with that at least. He then said that he would try to get a hold of his General Manager and give me a call back within a few minute. I never got a call back from him on Sunday and now it is Wednesday, 5/18 and I still did not get a call back from anyone – not even a Manager!! This is the WORST customer service I’ve had in a long time! This is also sad, since I use to work for Hilton Hotels when I was younger. I called early Wednesday, 5/18, morning and left a message for Mr. McKenzie @ (718)269-3062 and also left a message for Shanique Peterkin. I am hoping someone calls me back. I will be calling corporate to make a complaint also. NY JFK Hilton has really bad customer service follow up.
Please contact me by email.
I called the manager and told the manager at hilton downtown portland oregon about ppl stealing things and taking home.this ppl name nani and robin from hilton are the2 employe who works there.steal the expensive stuff and sells them and nani and robin havt sex the the rooms and no one knows abt.guest be aware and guest be aware when checking in.all guest make sure lock all your belongings because nani and robin will steal the stuff.check in at your own risk.its in downtown portland oregon.steal tablets nice watches iPad backpacks.
I called the manager and told the manager at hilton downtown portland oregon about ppl stealing things and taking home.this ppl name nani and robin from hilton are the2 employe who works there.steal the expensive stuff and sells them and nani and robin havt sex the the rooms and no one knows aby
worst service i have ever seen roaches every were
been filling out applications online for almost 4 weeks to every hotel under the Hilton brand. However my application is constantly keep getting denied and I know for a fact I have the experience that I have been applying for and not to say I am a employee under a Hilton brand as of today but in a different location. The email I received back says I’m sorry but we selected another candidate but however I’m constantly keep seeing the same open positions on the now hiring website.
Do you wanna a good advice? Forget about Hilton, they treat they employees like XXXXX, you’re not missing a big deal, apply for another hotel hilton sucks big time
Hello,
I am a Hilton HHonors, and never had an issue until recently. My husband and I stayed at the Hampton Inn 18501 North Creek Dr. Tinley Park, IL. 60477. General Manager is Dawn Kniceley. I made reservation through Hilton Hhonors in advance and paid for my room up front. The day of travel as I was at the airport, my card was billed by Hampton with out my consent. No one notified me to ask if I wanted to keep the incidental hold on the same card. Remind you, this was done before my check inn. Someone could have made a courtesy call or sent an email to make me aware before just taking money out of my account. When I call corporate to address they advised that the hotel should have contacted me first before taking it upon themselves. When I addressed the hotel; they advised it was there policy and I would need to speak with the General Manager Dawn Kniceley on Monday. Well she got the message and sent me an email stating the authorized hold was released (well of course it was released, I checked out the hotel already).
Issue #2- There was an old mop water smell in the room
Issue#3- The furniture was out dated
Issue#4- General Manager never call me only sent email
Not a customer friendly hotel. I will never stay or recommend anyone to stay at this hotel.
The General Manager and Staff require customer service training
Hilton Corporate needs to better handle and resolve customer issues when the hotel brand cannot resolve. That is the purpose of guest relation
You must be kidding, from all I have read
leaving any kind of comment is crazy, as
your customer care is not there.
The only thing Hilton cares about is
the bottom line or money…..so ………..hit them
in their pocket book, Why waste time with
complaints that go unanswered.
JUST REMEMBER THE BIGGER YOU ARE
THE HARDER THE FALL
Dear Hilton Executives –
i have reach a dead end in dealing with your guest relations department. I spoke with the highest level of supervisor, and their response was “i am sorry, there is nothing i can do”. they will not give me contact info for your executive office and would not escalate my request. I am trying to inquire about your best rate guarantee and i feel like it’s a no value corporate program that sounds good but doesn’t guarantee anything. Please let me know who would be a person to address my concern with. Thank you!
To continue from my previous post…I was offered a “HARDSHIP LOAN” from my bank because Joseph to them he couldn’t refund me funds without checking me out of the hotel and me losing my room. At this point I’m in complete tears because it’s only day one and I only have the few dollars that’s in my pocket. Thankfully, my husband was able to send me a Western Union Saturday. After all of that, on Saturday I called room service and was told they have 2 weddings going on and don’t have the time or staff to bring me anything under $100, and if I need anything I need to call housekeeping to see if they can accommodate me and hung up the phone. At this point I was grossed out. I just paid almost $1000/night for a room and was told that my request wasn’t important because they have weddings going on. The only manager they would refer to me was Joseph and at this point that wasn’t enough. I will NEVER stay there again and my niece’s 21st Birthday was ruined. Thanks Hilton Bentley Miami for making our trip horrible!!!
The Pros: The manager Raphael of the Spa did contact me and give me his personal cellphone number and accommodated me and guest for a Spa Day on Sunday. We were able to use our Groupons!!!
I really hope someone has the consideration to address this with me either via email or by phone. As a Hilton Vacation Club Owner I wasn’t treated like family and I hope this doesn’t happen to anyone else.
Disappointed Customer
I don’t know where to start with the disappointment and disgust I feel for the Hilton brand right. I want to state that my husband and I are Hilton Vacation Club Owners and the standard and respect that they preach to get you to join isn’t the case if you’re staying in a Hilton outside of their Vacation Club.
First and foremost I book the 2 bedroom 2 bathroom suit at the Hilton Bentley in Miami Beach for my niece 21st birthday September 30, 2015. I booked it using my American Express. Our reservation was from Oct 13-16 totaling approximately $2,600 for the weekend. I tried to book the Hilton Vacation Club hotel but it was completely sold out. Nonetheless, I stayed loyal to Hilton and booked a room at the Hilton, even though there’s numerous other hotels I could’ve stayed in a cheaper room rate. Anyway, let me get to the point of my numerous complaints and disappointment. A friend of mine who was going on the trip informed me that she saw a Groupon for Spa 101 located at the Hilton Bentley. We all brought the Groupon but on Tuesday I called the Spa to get a reservations for all of us, so that’s one last thing we will have to worry about once we get to Miami. A women with a heavy European accent answered the phone. She was friendly initially but as soon as I mentioned Groupon her tone completely changed and immediately told me they’re book and I need to return my Groupon and go somewhere else. She didn’t care I was staying at the hotel or anything I had to say. Her demeanor caught me completely off guard because I didn’t put their Spa on Groupon they did so why treat me wrong. Now moving along to check-in on Friday. I called to let them know we had morning flights and they said that was fine we can use amenities until the room was ready. It took them over 4 hours to get the room ready. The room is finally ready and they tell me my card is declined and only $100 went thru on my AmX. I call AmX and they tell me Hilton has a HOLD on my card. The manager at the front desk Joseph tells me they don’t have a HOLD. After going back and forth with AmX and Joseph about the HOLD, Joseph gives me the room key and tell me I have until 7:30pm to get the room paid for in full or else he would have to ask me to leave the hotel. Now I’m panicking because my husband was on a flight and he handles the family finances. I finally speak with my husband and he tells me to split the payment between my MC and Visa. I go back to the front desk and speak with William and tell him to put $1,100 on my MC and the remaining balance on my Visa (Wells Fargo) account. He takes the $1,100 on my MC and then puts the whole balance of approximately $2,600 on my Visa card. I promise I can’t make this stuff up. As a result, my husbands calls me and tell me the error that was made. I go back downstairs and now I’m talking to Joseph again and I tell him the error that William made and how this has completely tied up all my money. He told me he will try to call the bank but there was nothing he can do once he charge the card. Joseph calls me in the room with Wells Fargo on 3-way and they tell him it will take about 24-48 before they can put the money back in my account. I inform them that was all the money I had for the trip. I was offered a “HARDSHIP LOAN”
Your Honors customer service is a joke (even on a good day). I TRIED to call and resolve an issue and could not even begin to understand the person I spoke with. I do NOT mean to sound racist or anything of the sort, but I believe the young man was from/in India and would not, or could not, transfer my call is a native English speaker and/or his Supervisor. I realized I was wasting my time and called back, eventually getting someone I could understand. A recording asked me to take a customer satisfaction survey at the end of the call, which I did. In the process, the recorder said “You’ll be given the opportunity to leave a message at the end of the survey.” No such opportunity was presented, rendering the entire process meaningless… ANOTHER complete WASTE OF TIME. Hilton has certainly declined over the years I’ve been staying with them… FAR from being my default, go-to, first choice in hotels now!
I just started working at embassy suites in Syracuse NY carrier circle . I’m being target by a suppose supervisor and also discrimination. I would like to speak to so e one more about this issue. Thank you!
I made a reservation at the Garden Hilton in Mt. Laurel, NJ, and paid for the reservation by credit card, and received:1) a confirmation number and; 2) a notice that this was a “non-cancellable” reservation and I would be charged. I had another guest listed who was allowed pursuant to the terms of the hotel to check in separately. When that guest attempted to check in, she was denied check-in, because the desk manager stated that I had to drive somewhere and find a copy machine make copies of my credit card and driver’s license and then find somewhere to e-mail them along with another form which needed to be filled out, but as a PDF form, could not be filled out, and so I was charged for something I did not receive, my guest out in the night, and no one whom I contacted could remedy this fiasco. I would never ever book a room at this hotel. There are hundreds of others where these ridiculous demands are not made. Buyer Beware!!! Spend your money at better managed hotels!!! You will not receive any help from anyone associated with this inferior corporation.
Thank you for sharing the incompetent corporate nature of Hilton and their blatant disregard for customer service!
My family and I stayed at the Homewood Suites in Egg Harbor Township, NJ! This was not our first stay, but I can say it was BY FAR THE WORST EXPERIENCE I’VE EVER HAD. Our suite was infested with bed bugs. The hotel staff did not treat this as an urgent matter. We have to leave all of our belongings for fear of bringing them home. This was the worst hotel experience I’ve ever had in my life. I am highly allergic to insect venom. So as a result my entire leg is swollen from being bitten. This hotel chain will never ever get my business again.
I had the misfortune to book with the Hilton at Gatwick Airport South Terminal this July. Arriving after multiple flights and jet-lagged I had not seen a bed in several days and was wheeled into the reception as I had a cracked knee cap (I also am a senior who walked with a cane even before this). To put it in a nutshell I was told that one of the booking numbers I had been given was not one belonging to Hilton (even tho I had proof that it was) and an argument ensued in the wee hours when totally tired all I wanted was a bed. I had already, days earlier confirmed the bookings, in person, with a gentleman on the front desk. I was eventually given a room but when I went to complain next day to the PR manager about the situation, he told me that “he’d heard all about me”, my credit card had not been honoured and in fact was declined for my second night’s payment and I was to “get out of the hotel by noon”. Not only had the monies been taken off my credit card almost 2 weeks earlier, the so called PR manager had zero PR skills and was out and out lying. I will be writing to Hilton demanding a refund for the night I was denied and suggest they do something about staff who do not understand how a jet lagged passenger in pain feels. Not to mention the night porter who on the night I was checking in was slumped on his elbows over the reception desk, holding his grey bearded face in his hands who told me to “shut up”.
My wife and I and our grandson recently staid at the Hilton Garden Inn W 35th St. New York. It was our first trip to New York and my sister-in-law recommended the Garden Inn. We were not disappointed. The staff at this Hilton was the friendliest and most helpful staff we have ever encountered. I would like to commend Amy and Stephanie at the front desk, the concierge Amena, the Chief Louis, and Durud and Mohammad in the breakfast room. Whoever hired and trained these people did a good job.
i have been at the Hilton in Dedham , mass for 4 months due to damage to my home from the snow in Boston this year. I don’t know where to begin to praise the cleanliness, service , and staff . I have traveled for years and stated in hotels but Its amazing that 4 months and not one complaint . They treat you like family and just watching the staff whether your a guest for one night , Week or a month they are outstanding . I am truly amazed and kudos to the management team ! I came in with a cut and a staff member noticed and came over w a bandaid , daughter graduated high school and we had a small gathering out on the deck and they just made it so special under the cirXXXXstances , cleaning staff so nice , bartenders and waiters so accommodating and remember my kids favorite meals , – I could just keep going . 10 stars for Hilton in Dedham. 4 months and not one complaint. They are the best
Hello, my wife and I stayed at the Hilton suites july 24 thru july 26. Everything was ok. I ask the front dest for the total bill, she said my bill was 870.68. We checked out on time. The hotel emailed me my bill. When I got home I checked my account, they charged me 957.75. So I called the front dest to ask for a reason for the 87.07 extra charge. They told me its for accidents, we didn’t have any accidents. She said that my money will back on my card in 2 to 5 business days.That charge should have been explained on your site when I made the reservation or at checkin time. I stayed in a lot of hotels, ive never been charged a fee like that, you had my card on file, why take money that don’t belong to you then take 5 business days to give it back. that is a terrible way to treat your guess. I had a reservation at the Hilton suites Chicago/magnificent mile for 8/14 thru 8/16 and im going to cancel it. Ill stay at the loews hotel where they treat their customer with respect. Thankyou for the bad service.Ill makesure to tell all my friends about my bad experience with this hotel.
To whom this may concern:
I would like to bring to your attention an employee in the complimentary breakfast staff who as created an hostel, disruptive work environment. On Sunday June 6, 2015 Debra walked off the breakfast line several times. Debra became insubordinate by not complying to several direct requests by Henry to preform daily duties and tasks. Debra, totally disregards the fact that this a business, and the welfare of the customer comes first and foremost, not to mention the fact that we had many guests to serve which slowed the serve process greatly! Also, to add to insult she physically put her hands on Rosa, and Shelam pushing them both away from one-another, and screamed at them both “You can not work together you must work apart”. Debra is rude, disruptive, and very hostile. Debra continues to argue with Henry. When Debra takes Henry’s place as lead there is always mass confusion. Debra is NOT “full time” so our team—–is wondering? Why is she given full time hours? Debra covered for Henry on his days off which give her two extra days. Debra, spoke to management and told them she refuses to cover to those days any longer, and step down but still is given extra hours which she received prior by covering for Henry; those days should be taken away from her. To my understanding company policy states part timers have no sonority, she is given 5 days when other part-timers are cut short of hours to accommodate her? Our management team is aware of her action but nothing to even done about it, it is always swipe under the rug.
atallnonmae
Embassy Suite South Tryon St
Charlotte, NC.
This is in reference to inquiry number: KMM11561268V12023L0KM. I recently submitted an inquiry regarding rejection of use of Gift Certificates from your closed facility in Omaha. This is my second attempt at reaching out to Hilton Hotels and Resorts. As of this time I have not been contacted by email or phone regarding this concern from ANY representative of Hilton Hotels and Resorts. As a consumer, I do not appreciate being dismissed and treated in such a discriminatory manner. I deserve to have this concern addressed and expect a reply in a timely manner. Below is an explanation of how I have arrived at this point.
Last July 4th, we celebrated our Granddaughters 1st birthday at your Doubletree property in Omaha. Our stay at the Doubletree by Hilton Omaha was riddled with disappointments and inconvenience. There were issues with the Hot Tub not working; our room keys were not working as needed
(told the batteries needed changed, they didn’t do it) and finally a waitress poured drinks down my wife’s back at breakfast! Oh, by the way my wife went to our room, where the key did not work, so she had to suffer the humiliation of traveling down to the front desk once again, to have the key replaced to get into our room to change. The General Manager issued two gift certificates for accommodations and breakfast for one weekend nights stay each. I stopped this morning (Monday June 29, 2015) at the NEW Doubletree by Hilton Omaha and attempted to use the gift certificates for the coming weekend to celebrate our Granddaughters 2nd birthday. I spoke with the General Manager, Travis Kuhlman, who refused the use of the Gift Certificates in his facility. He referred me to the old facility that is no longer affiliated with Doubletree by Hilton. I am at a loss for words to describe the disappointment in being turned away and forced to celebrate our Granddaughters 2nd birthday elsewhere. As you can imagine, there are numerous choices for accommodations in the Omaha area. We chose Doubletree by Hilton last year for a reason. We have the expectation of above average facilities and world class service. If you would like additional information as well as photocopies of the doXXXXentation with Doubletree by Hilton noted please feel free to reply by email with that request. In the meantime, I am forced to choose a rival facility per your General Managers suggestion for our celebration of our precious Granddaughters 2nd birthday!
I cannot imagine it taking two submissions and this long to at least reach out to a consumer and acknowledge the concern. I would expect this from Motel 6, NOT from Hilton Hotels and Resorts!
Hilton Hotels and Resorts finally contacted me in regards to my EXPERIENCE! They wrote “As a Gesture of goodwill and to make amends of your experience, we can issue you a “Be My Guest” certificate for a one night complimentary stay in a “standard room” at any Doubletree hotel within the Hilton Portfolio of Brands and will be valid for “1” year from the date of issue.”
I continue to find this to be dismissive! I received a phone call from someone with Hilton during a meeting I was attending. It was loud and I had trouble hearing them. I requested they call me the next day, they said they would. 6 days later no returned call.
It is still beyond my comprehension how anyone, in the service field, could possibly think they would achieve customer satisfaction from a slap in the face!
The incidents that occurred at the Omaha facility and the dismissive tone from not only the General Manager at the NEW Omaha facility as well as their email representative continue to signal to me that Hilton Hotels and Resorts is well below “World Class”.
The General Manager of the former DoubleTree by Hilton in Omaha, got it right. He is no longer employed by them! We have many choices when traveling this great country, I would recommend you not throw away your money while staying at ANY Hilton Hotels and Resort! If you have a less than “World Class” experience, and you very well could, you will be brushed off just as I have! Discrimination comes in many forms, this is one of them!
I had a very bad experience while trying to stay at the hotel garden in Lynch burg VA. I ask for early check-in, never happen even though they had 6 school activities and I were not notified of that the day I made the reservation. Once I arrive at the hotel I waited 3 hours for a check in, and the front desk clerk was very rude like she did not care she wasn’t a worm hearted person .I spoke with the manager and I was able to leave the hotel without a cancellation fee. Not acceptable, after been on the road for seven hour. And once again the young Caucasian girl was so MEAN RUDE AND NASTY.
I have several complaints about the hilton garden inn in lawton ok. I was married there on May 16th. From October to May it was nothing but one problem after the other including the room I reserved was given to someone else and I reserved my room a month before my wedding. The front desk people were very good but our coordinator was less to be desired with one promise after another and she was always changing what she said. Then my mom requested a security guard he showed up late at 8 and they tried to still pay for the whole 4 hours and he was only needed for one because we shut it down at 930. There’s more but to much to type. Tish Wiley
To Whom it May Concern,
My family and I stayed at your Van Horn, Texas Hampton Inn location April 24-26th, 2015. I researched the local hotels, looked at reviews, and we do stay at some of your other facilities around the U.S. It was the most expensive in the area, but I am usually very pleased with your facilities, and I was okay with the price. Unfortunately, that was the only good part of this particular experience…Firstly, The hotel was under construction, the entire first floor flooring was being removed, which is fine, but there was NO dust mitigation at all, and no prior notice, and when my wife started having anaphylactic reactions to the latex, we were moved to a second floor room..that hadn’t been cleaned, and contained remnants of the prior guests. Secondly, my wife called the day before our trip, and was told the pool was in working order, but upon check-in the staff notified us that the pool was non-functional “for days”. My wife and I then had to retrieve the ‘cot’ that should’ve been in the room that was booked for 5 people, and move all again to the second room. Upon returning from this trip, I was contacted to fill out a survey, and upon completing it, I was contacted by Ashley Dunn, the property manager, who questioned my expectations, denied the issues, promised a credit for my “dissatisfaction”, and promptly blew me off, in spite of my emails. As I said, we are usually quite pleased with the accommodations provided by your companies, but this was an all around disappointing experience. I look forward to hearing from someone.
Gentlemen,
Let me relate to you my most recent experience with your Hampton Hotel division. Over the years have used Hilton properties almost exclusively when I travel, so let me pass along my most recent experience with your chain.
In late March, I believe around the 23rd, I booked a room at the Hampton Hotel in Concord, NC. Unfortunately it was late and I did not notice the non refundable language on the reservation form, I am used to a seamless transaction that does not require reading the fine print. At this point let me point out I would expect these kinds of games if I were booking at Motel 6 or Days Inn perhaps, certainly not a Hilton product.
On the evening of March 31st I was notified that Ford could not get the track for their promotion and it would be moved to Raleigh where I live. Knowing that being notified promptly would of course help the hotel rent the room, and being that I would not be there it seem to be the right thing to do. I was given two choices, forfeit my room rent by cancelling or being charged $25.00 to rebook another room. Neither option is acceptable, first I know I will not be in Concord on May 1st so cancelling the room is the right thing to do, second I have no idea where to book a room as I am not currently going anywhere in the near future. A more acceptable solution might be to take a portion of my room rent and refund the balance, of course the operator does not have the authority to do this and I understand that.
At this point, because of your unethical program, I stand to lose my $144.00, which while it is not a lot of money, I feel I was taken advantage of. If I have to go through any reservation with a fine tooth comb to not be taken advantage of, obviously I am doing business with the wrong hotel chain. There are plenty of hotel chains that do not use gimmicks and gotcha programs to fill their hotels and that is where I will go.
So the ball is in your court, is it worth $144.00 to send a customer to your competitors, and suffer the negative outpouring that goes along with an unhappy customer? Then do nothing. If you are the customer oriented business that you claim to be, then do the right thing and come to a mutually satisfactory resolution, and discontinue this unethical program.
I will await your reply.
Well done! Well done indeed!
I returned yesterday from a trip to the Palm Beach, Florida, area. I spent a week at your Embassy Suites next to Palm Beach International airport.
It would be difficult for me to overstate the helpfulness and courtesy of your staff there. I did not meet the GM, but the following staff are some I WOULD like to note:
My housekeeper, Mayelyn, who greeted me with a friendly “good morning!” and made certain I had everything I needed in the room, always with a cheerful demeanor.
The breakfast line chef, Roscoe, who remembered each day how I like my eggs, and always had a smile and friendly remark for each guest, saying how glad he is to work there.
Christian, in maintenance, who was working on my floor and heard me say the tv in the living room of my suite was not working, although I did not really care much. Well, HE cared, and insisted on fixing the problem immediately. When I told him the bedroom tv works, he remarked that I rented a suite with a tv in the living area, too, and I should have a working tv in the living area, adding ‘that’s why I’m here”. Problem solved in less than 5 minutes.
Lisa, who helps with the luggage and drives the van. I did not need her services, but I did appreciate her ever-cheerful, enthusiastic, and helpful attitude, as she greeted and assisted guests.
Lori, the bartender, who could be counted upon for efficient service and a good-natured welcome to one and all.
Then there is the front desk staff, particularly Scott, Violet, Tina, and Doreen, as well as Luke. They were helpful each and every day, from toys 4 tots, to moving me into another room, to billing items to the room, to fielding questions… and on and on. Courteous, professional, hospitable, approachable. There are more adjectives I could add, all complimentary.
You have a wonderful group there, and I hope you appreciate them. I sincerely do. Kudos to the person who hired them and is smart enough to keep them. Please make certain Christopher Nassetta and all appropriate executives know.
Thank you.
Greetings,
I would like to know if it is possible to get a actual World Wide Corporate Account that would allow corporate rates for any of the Hilton/Hampton properties throughout the world.
My firm Pacific Process travels throughout the world on a regular basis and would like to be extended a corporate rate that will allow any of the Firm’s Engineers to book their rooms at a Corporate rate without having to go through the Admin.
Please respond to this request as soon as possible.
I went to the hotel to see my wife.she is working there as personal assistance to director opparations.there was a staff party in the hotel.i wanted to take my wife out of that place because that is not a good place to work.i explain that situation to her.i went to car park, security manager came and tried to hit me like a dog.is this the way that they treat people who are comming to a hotel.all r recoded in cctv camaras.i didn’t raised my hand against the security.as a guest I dont want to.security manager said that this instructions given by director opparations. they didn’t allowed to talk to my wife.they chased me like a dog.this will be a good lesson for other guest who are going to this place.that people dont know about customer care and problem handling.
Dear Hilton Management,
I need assistance with a recent stay at The Hilton Garden Inn on Hilton Head Island in So. Carolina on Aug. 14 thru Aur. 19. I was very disappointed in my overall stay at your hotel. This stay did not feel like a Hilton Garden establishment. First, a maintenance man walked into my room unannounced claiming it change a bulb. My wife was in the shower and quite surprised to see this person in the room. This person left without an apology. The next day someone claiming to be the Hotel manager called the room needing my Visa card # for verification saying the computer system lost this info. Luckily, I said I would meet him at the desk with that info. Needless to say it was some sort of scam. No one knew I was staying there or my rm # so some how your personal roster was infiltrated. I was promised two days refund but have not been refunded as of yet.
Can someone from Hilton Management email or call me to help me with my concerns.
Thanking you in advance,
Mr Bruce R. Key
516-241-XXXXx/fish***@yahoo.com
Were you ever contact regarding this issue?
My wife and I stayed at the Hilton Garden in Hollywood, Florida on August 16. The next day someone started using our credit card for on- line purchases from this hotel. I have a supposedly an investigation on going but have not received any feedback on this matter. After 10 or 12 calls to various departments , they just keep taking the same information over and over again. I have e-mailed and left voice mails to Daniel Lam and the operations manager Angie to no avail. I tried to get in contact with Kathryn Beiser but could not locate her e-mail address. The investigation number is 13042525. I also have tried to reach Jordan Fajans with no such luck. Whoever receives this e-mail, please relay this message to Kathryn Beiser or someone who can help. I am out of options on who to talk to. Someone in the Hilton organization was suppose to contact me within 72 hrs. Two weeks later and I am still waiting. Feel free to contact me at 724-301-****.
This is the worst hotel I have stayed in since I have been traveling for many years. There were so many issues with the room such as air conditioner not being able to be adjusted, phone did not work for call outs, only call in, controller for the TV did not work etc. and also with their advertisement stating stay for 3 nights and get 4th night free. I have been told I would get a credit to my account which has not happened and also my husband has not received his Hilton Honors points for 5 days that we stayed. I spoke with Mayte Garcia Aramberry, Front Office Assistant Director who told this would occur and nothing has happened. the emails have been going back and forth since August 12th. The room was terrible and I asked for an upgrade which turned out to be in their older section which was worse than the original room. We did not accept the upgrade. I just spoke with a Hilton Guest Assistance and again got nowhere with this complaint. We are soon ready to travel again but it certainly will not be in a Hilton Hotel to have to go through all the frustration again. What good are the points if you don’t receive them and they should really take a look at the advertisement but putting in on their website because what it says and what they tell you is totally different. I was told if I wanted the free room they would have to adjust my room rate up to $212 a night in order to get a free night. Nothing in the ad stated a price for the room, it said starting at $99 a night. Also we never got the free breakfasts that it stated in the ad. So BE AWARE BEFORE YOU BOOK WITH A HILTON HOTEL.
I am very displeased with the service that we have received thus far. We talked to the Mgr. Lincoln he told us one thing and advised the other Mgr. Kim something totally different. He gave us one free night of self parking and promised us complimentary breakfast tickets which he said he didn’t because we took the parking. I could have parked for free on the street from 8p to 8a. I had a rental car that was being turned in on Sunday, I checked in on Saturday. We wanted double beds and was given a king and a roll-a-way. We have never experienced this. If your hotel was limited with double beds perhaps your chain and the housing dept. should have mentioned this to guests prior to our reserving which he says is their fault. A very unhappy customer at this time.
Gentlemen-
I recently stayed at the Hilton Arlington. Upon checkin I presented my AARP and AAA cards. The receptionist told me my room rate would be $200.00 per night. Upon checkout the receipt read 287.10 per night. I contested this issue and was told the amount would be credited back. I asked for doXXXXentation to that fact, but didn’t double check the credit until my arrival home. Upon arrival of my credit card statement your charges still do not reflect the $200.00 per night room rate. I would appreciate this amount being corrected. Also, I had asked for a breakfast to be charged to my room and those charges were not reflected on the bill. Thank you for your help.
We are staying at the Home2 in San Antonio Texas. On our elevator trip to our room (wife, seven year old, five year old and six month old baby in my arms.) The elevator stops between floor 3 and 4 then makes a sudden three foot or so free fall. My wife hits every button in the elevator in a panic. We go to the front desk and we’re almost dismissed. The front desk tells my wife it just needs to be reset. I proceed down stairs talk to the same person she then tells me the elevator only drops about a foot or so? So they know there is a problem and the elevator is still in service? This could have been very bad I would like this issue resolved. This issue will not be over looked!
Dear Sir or Maam,
I am a coach of a local youth baseball team. I made a block reservation for my team to play in a tournament at a Double Tree hotel in Brookfield, WI. I even signed a contract with an agent for the hotel guaranteeing these rooms for the parents and kids of my team. When I distributed the hotel number and block name to the parents to call and make their reservations, they were told by the staff of the hotel that they wouldn’t honor the price or that the rooms were never blocked off for us. They were told that they could get a room at a higher price though. One parent actually had to prepay for her room to get a price that was even close to the negotiated price. Other parents were treated with disrespect by the employees of the hotel. Now we have a tournament in less than a week with people staying at many different places in the area. Can you please tell me why the hotel would not honor the contract that a youth baseball team signed?
Scott
Urgent Message for Paul Sanett (Senior Director)
I’m trying to check into the Hilton Hua Hin today, since I lost my cash/cards this morning, I’m unable to do so. I’ve already been to the hotel once today for check in. Paul I will send the scan doXXXXent police report to your linked in account as an attachment, please have someone return an email voucher for one night ASAP and give me a call at the hotel afternoon your time to speak about the repayment.
Thanks a lot buddy,
Cliff Brown
Dear Hilton Management,
I need assistance with a recent experience at a Hilton property. I stayed at the Embassy Suite Indianapolis and was very disappointed with the customer service, accommodations, friendliness of team members and overall experience. This stay did not feel like a Hilton property. I called the Hilton Honors customer service phone line and the agent was not helpful and a bit disrespectful. Can someone from Hilton management email or call me to help resolve my concerns? Thanks, Scott (859) 609.XXXXX
My name is Larry Greenwood, #554923045, I am a former Hilton employee, Honolulu, San Francisco, Laughlin, 13 years, All I want to know is how much my retirement will be when I reach 65, I can be reached at liXXXXX@suddenlink.net or 928-201-XXXXX, please have Kevin Jacobs contact me with this information.
Larry Greenwood, GySgt. USMC, ret.
I am writing to complained about a terrible experience at Homewood Suites Lak Buena Vista.
We were confirmed to check in on March 21st. We arrived at 10PM and there were no Rooms. The only options were to stay at Parq Solae the Hilton Grand Vacations or drive to Tampa with my family! The only way to get the room was to use my Hilton Rewarda credit Amex card because the two Hilton properties could not work it out for me as a Hilton Rewards member. I was assured that I would be reimbursed for my troubles by Tony the GM. He said the famous “the check is in the
mail!” I have not received anything and have left several messages for Tony at the property. He seems to be refusing to call me back.
I have called Amex as well. I broke away from my Marriott loyalty but after this experience I am not so sure. Can you please help?
Glenn Hintz – 847-204-XXXXX
Hello, I am contacting you today because for the first time in my life I am with out a job, And with no money coming in it’s really hard to make end’s meet. But what I do have is a Manufacturer home that has black mold, I also have been razing my grandson 12 years and he does have ADD and is luring disable but I don’t car because I adore him and he keeps me young at hart. But I am Despite for help if you can help us we would be very grateful. I would even let your own Contractor come in so you can decide witch way to go. you can contact me by my P.O. Box XXXX or email conniepoweXXXXX@facebook.com. Sincerely Constance Powell
Dear Hilton Worldwide, I recently had to stay at a Hampton Inn in Oakes PA for 3 days and 2 nights . It was suppose to be longer , but I noticed that our room was not cleaned after the first day or the second day . The sheets were not changed and the room was not vacuumed . When I spoke to the person at the front desk, they told me that our sheets are suppose to be changed on a daily basis and that, that was disgusting , I agreed with them totally . They did ask me if I had requested they not be changed, which I told them absolutely not ! The personnel at this hotel was amazing , but I have never been at a hotel where my sheets were not changed !!!! I wanted to stay there again , but I doubt that will happen any time soon , and you might want to speak to your cleaning staff there . Also my sister who was with me and my daughter on a college tour wrote an email and a Sarah Chase told her that , that is how you run your hotel. I promise you that noone I know will be staying at your hotels anytime soon. Thank You Lillian Rodriquez
Dear Ladies and Gentlemen,
I ask you for help. (I’m German and use google-translate!) I am looking for the interior designers and builders of the Hilton Hotel. The department, which awards contracts for self-employed specialists for construction and crafts. I am looking for a competent person who can hire me as a painter. For example, for a pool or painting murals in the lobby. I would be very happy, if you could help me with e-mail address or postal address.
Best regards Ralf Peinl