Hilton Honors Worldwide
Reviews and Complaints

I am VERY disappointed Hilton Honors AmEx decided to stop including the Priority Pass for their cardholders. That was a MAJOR reason I got the card. I have 6 upcoming reservations at Hilton hotels. Many of these trips require flights, & Losing access to the lounges is a big deal for me.

I’m now looking for a new card that includes lounge access.

I reserved, or rather, purchased in advance a room at Double tree by Hilton Times Square West, NY.
This was 2 months in advance, with my credit card charged right away.
I reach the hotel on 3-Aug, and Double tree leaves me stranded in NY at midnight.
The front desk coolly says, "we are sold out. Sorry, we received your reservation only 15 minutes back. You didn't book directly with the hotel, and we are just a franchisee."
And just go back to work as if everything is normal with them.
I am there with my wife on vacation, for a particular occasion, and we are left seething. We had to eventually stay at a different hotel, reaching there at 3 am.
I can continue. With the tale of woe.
I thought they would treat an Honors member with some consideration.
Confirmation # [protected]

-Shyam Rao

Please put this in my folder with my write ups and termination. This document is my Statement to be presented to any and all agencies investigating my situation.

Please File in Performance Folder

*Formal Complaint: Allegations of Discriminatory Practices and Breach of Contractual Obligations at Agasi 7 Hilton Garden Inn Beechwood Pinnacle.

* To the Relevant Authorities at Agasi 7 Hilton Garden Inn Beechwood Pinnacle I hereby submit a formal grievance concerning alleged discriminatory practices and a breach of contractual obligations during my tenure as an employee at Agasi 7 Hilton Garden Inn Beechwood Pinnacle. This complaint is predicated on the principles of equity, justice, and the rule of law.

*1. Discriminatory Assignment of Duties:* I was engaged under the express terms of employment as a server. Subsequent to my engagement, I was requested to assume the duties of a bar department, with the representation that such assignment was ad interim. Notwithstanding the hiring of three male bartenders, each of whom manifested a disinclination to discharge their duties at the designated bar, they were accorded preferential treatment and reassigned. My entreaties to revert to my stipulated role were systematically rebuffed, evincing a prima facie case of gender-based disparate treatment.

*2. Violation of Pacta Sunt Servanda:* In reliance on a verbal contract with my immediate superiors, I undertook to enroll in a bartending course, lacking the requisite licensure at the time. This undertaking was contingent upon the company's quid pro quo of an incentive for my endeavors in rejuvenating a non-lucrative department. The company's non-performance of its contractual obligations compelled me to rescind my part of the agreement.

*3. Arbitrary and Capricious Termination:* My unwavering allegiance to the brand notwithstanding, I was subjected to termination on grounds of insubordination. This action was precipitated by my legitimate reservations about operating in a capacity for which I lacked the necessary licensure, especially in light of a recent incident and concomitant investigation. This termination, when juxtaposed with the accommodations extended to the male bartenders, manifests a discriminatory animus.

*4. Infliction of Emotional Distress:* The cumulative effect of the aforementioned actions has been the infliction of severe emotional and psychological distress. The disparate and inequitable treatment meted out to me has had deleterious effects on my mental well-being. In summation, the actions and decisions of Agasi 7 Hilton Garden Grill Beechwood Pinnacle vis-à-vis my employment appear to contravene the tenets of fairness, equity, and good conscience. I exhort the company to undertake a comprehensive inquisition into this matter and adopt remedial measures to redress the grievances herein presented.

Respectfully submitted,

Show quoted text

In Dec 2022, I stayed at DT. I did not have my HH # with me so I said I'll give it to them later in the evening. However, the receptionist took it upon herself to open a new a/c for me.

So when I was notified of this I asked them to cancel the new a/c immediately and they said they can't as I had to write in and they gave me the wrong email address.

The customer service till today has not resolved the issue despite all info being asked for has been provided. Several times over in fact.

Customer Service has even typed my HH # in wrongly whichever further aggravated the timeline.

So as Customer service, you guys really are the worst ever. Customer service is to make life easier for your customers but instead, you have made life extremely frustrating and stressful for me over the last 4 months.

This is step 1 of my plan. I'll give you till Wed 29 Mar to sort this out otherwise, its step 2

Last year tried to book a room at Hilton garden inn downtown Pittsburgh close to river. And being a Hilton honors diamonds member I wanted to use points on my app it said sold out , so I called and I was told we are sold out. Well I went on booking .com and found I could get as many rooms as I wanted from them. I called Hilton honors to complain and was told it’s up to discretion of hotel not to give rooms for point. This also happened a few weeks ago when trying to get a room at Hilton Virginia Beach for end of sept. 2023 they told me that were being blocked for using points but I could pay with money cash or card. This is ridiculous. Why be a Hilton honors member!

We had one night booked for 12/6/22. We arrived at our room about 5:50 pm. We entered the room and unloaded our things. I went in the bathroom to use it and immediately noticed how horribly dirty the shower was. It looks like no one ever used bleach. Not in one place, but many. There was dirt/dust in the corner of the floor behind the toilet. There were scuffs in the walls in the hotel room and what appeared to be dirt on wall near the bed. My husband walked over there to put something on the night stand and his sneakers were sticking to the floor. I went and got a wet towel to wipe it down, which he did and the towel went from white to brown. It was disgusting. Why did we stay in the room? We’ll be because we had been driving on the road for 10 hrs and were exhausted and we didn’t want to move all the stuff we brought in to another room and take the chance that it would also be disgusting. We travel with our own sheets and put them on the bed already. We both decided we did not want to get in the dirty shower, so opted to wait until we got home. Also the ac handler in the room looks like it just never been cleaned or wiped down. In addition to the room issues, we encountered a broken entry lock on the side entry door we entered to get to our room. A metal piece was laying on the ground.

Hilton Honors customer service has become extremely poor. My colleagues and I are rethinking why keep my Diamond status. A few of us had multiple problems this year getting the correct number of HH points credited to our accounts. Have to write to customer service over and over repeating the same issue until they finally correct iot.

It seems that they DELIBERATELY are tryign to credit less points to save money. if not their cusomter service reps seem to illiterate about the the HH program.

Anyway kudos to marriott and hyatt where no problems. We appreciate them more now.

I checked in at the Hilton Garden Inn - Atlanta / Marietta at approximately 6:45 PM on Sunday, November 27, 2022. When I arrived at my room, the toilet was bypassing the flapper and would not flush. I removed the lid off of the water tank and adjusted the flapper, which allowed me to flush the toilet. The chain attaching the handle to the flapper was disconnected, so I attempted to re-attach it, but was not able to do so. I have never checked into a hotel where the toilet would not flush.

I went to the front desk to report the problem, whereupon I encountered a receptionist by the name of Shamyiah Pitney. This turned into a bizarre, dreadful experience, which culminated with me being evicted from the hotel by the police and a case report filed. All of this could have been avoided had the hotel been maintained to a basic level and / or Ms. Pitney simply provided me with a key to another room.

After waiting in line for about 10 minutes, I told Ms. Pitney about the problem. I told her I could overlook a lot of things, but not a toilet that would not function. She said "no problem", and that she would give me a key to another room (which she never did). I said it was certainly a problem to me, and asked why someone had not checked the room before it was assigned to me. At that point, Ms. Pitney became loud and confrontational. She repeatedly said room maintenance was not her responsibility, so I shouldn't be making an issue of it with her. I told her it was very annoying to have a toilet that would not work and to have to stick my hand in the water to get it to flush.

I also advised Ms. Pitney that waiting in line for about 10 minutes did not do anything to lessen the annoyance. Even though I was obviously standing in line waiting to get my problem resolved, Ms. Pitney repeatedly said (at least 10 times), again in a loud voice and defiant, confrontational manner, "You weren't standing in line". I asked her what term she would use to describe standing in line and waiting for service.

At that point, I told Ms. Pitney in no uncertain terms that I was not going to allow her to talk to me in such a disrespectful way. No one should have been treated in this manner, especially not a Diamond member for almost 20 years and a customer who has stayed in Hilton hotels hundreds of times.

I raised my voice and waved a finger at her to try to emphasize my point. Ms. Pitney then said she was going to call the police, which startled me since the problem could have quickly and simply been solved by her assigning me a different room. As I said before, this was a very bizarre experience.

Since Ms. Pitney had become irrational and confrontational, I asked to see the manager. The night service man then came to the front desk and witnessed the rest of my engagement with Ms. Pitney. He seemed like respectable person, but was not willing to make an effort to calm her down or to intervene on my behalf. He did shake his head disapprovingly at some of the things she said and the manner in which she said them. By this time, Ms. Pitney had retreated back to her office and would not provide me with a key to another room.

I have no idea about why Ms. Pitney would have called the police. At 5'6", 152 pounds and 73 years old, I am certainly not a menacing figure. In fact I am much smaller than the night maintenance man who was standing right there and probably weigh less than Ms. Pitney.

Since Ms. Pitney said she was calling the police, I was obligated to stay in the lobby until they arrived about 20 minutes later. That meant I could not leave the property to get dinner, even though it was well after 7 PM by then and I had spent a long day on the road.

The police officers prepared a case report (Cobb County Police Case #[protected]) and told me I would have to get my things and leave the property. Since a case number has been assigned, it appears I could be charged with a crime.

In summary, what started with a toilet that would not flush resulted in me being evicted from the hotel and possibly facing completely unwarranted criminal charges filed by a Hilton representative who became loud, irrational and combative when I complained about the faulty toilet. As I said before, this was one of the most bizarre and dreadful experiences of my long life. I am very surprised Hilton allows a person like Ms. Pitney to represent them.

My first week was good here had no complaint I was in room 258. I checked out and came back same day tried to make the reservation online something was wrong with the system it said to go to front desk. front desk had set me up to be in the same room, but the room rate had gone up 300 dollars. I found out because my card kept declining, so I ask how much you are trying to charge she said 1400, It was 1100 last week. so, I left, something told me to try to make the reservation again myself. It was not 1400 it was the same price I paid last week 1100. I came back told them I made another reservation for the same price I paid last week. They canceled the other reservation. I selected the same room 258 and it had been confirmed. The lady that was checking me in told me I would be in the same room. then a manager took over by the name of Lele she says she would have to cancel the other reservation in the system first then assigned me to a different room 244. She said 258 had been takin already. I went up to 244 walked in the room called her from the room phone asked for a different room is situated at the end of the hallway right next to 2 other room doors. noisy the room stinks smell like dog poo, bathroom toilet has dried pee around base. she manager Lele says she is not going to give me another room. I can go somewhere else if I don't like it. I asked to speak to someone else she says she is the manager. their is no one else I can speak to. I asked her if I could switch rooms tomorrow. she says no they a booked. I went down and spoke to the lady at the front desk about 3am. she told me to check back in the morning.

I stayed overnight at the Embassy Suites Orange Ca. August 13, 2022, My reservations were done online through what they call a third party vender. I paid $355.01. The hotel billed my card $101.02 for restaurant service, gift shop service and parking fee on checkout date of August 14,2022. August 15,2022 without my card and my consent my card was billed for same services. I disputed the charges with AMEX. This issue was resolved. August 23, 2022 I received am email from Embassy Suites Anaheim Orange stating I did not pay for my stay and that I owe $235.66. I called and was told to disreguard the bill, it was suppose to go to the third party vendor, when I asked an email stating the charges were not my responsibility, I was refused. after speaking with manager Jeffrey and sending a copy of my receipt I was told I would receive an email. I called Hilton Honors and was told when the third party does not pay them the payment becomes my responsibility.

I am a Hilton Diamond Member and checked in late last night at the Hampton Inn in Dickson, TN

1080 E Christi Dr, Dickson, TN 37055

When I called the front desk and made the reservation earlier yesterday evening, I specifically requested a Diamomd Member late check out. I'm sure if you listen to the phone recording, its on there.

Well, this morning, much earlier than my checkout was supposed to be, the housekeeper named Rebecca began banging on my door and screaming at me to get up. I'm sure this is all on video surveilance. I told her I had a late check out. She said she didn't care. I called down to the front desk to please help me. They said there was nothing they could do, that they didn't care. They were rude. Mean. Cruel. Unkind. I asked for a manager, and of course they said one wasn't available.

I tried to tell them I had requested a late check out. They didn't believe me, even though its my right and privlidge as a Diamond Member.

Everyone at the hotel, every single staff member from top to bottom, apparently hates their job. They treated me like a dog. Like dirt. Made me feel like scum.

No one offered to help or resolve the situation. Even the Hilton Honors customer service said there is nothing they can do.

I dont't get it. At all. The staff can get away with screaming at me, talking about me in the halls behind my back (I could hear them). All I wanted was a good nights sleep. And they didn't let that happen. Didn't care. Apparently they hate customers.

i recently stayed at the Hampton Inn, Valdosta Conference Centre from 29th March to 13th April for business. We are working 7days per week & long hours. The Housekeeping Policy including clean linen is not known or explained but the onus is on the Customer to request my room to be cleaned on a regular basis. On Sunday evening,10th, I asked my Room to be cleaned i.e.- clean room, clean linen and towels. On returning on Monday evening, the linen was on the desk and the bed was not clean or with new linen. I made my own bed and placed the dirty linen outside Room 330. I immediately went down to the Front desk to explain my utter disgust that a reputable Hotel would consider this acceptable. I requested the Hotel Manager to contact ...not surprising, no contact. During the week after my laundry was missing I asked the same Manager to contact me to discuss how we could locate my missing shirt...standard level of Service = no call. What is the Hilton Policy on Housekeeping? I am staying in the Hotel for 15days as a Diamond Member(? - what is this benefit) and I must ask for my room to be maintained?

As of 3/25/22 no turn down (room cleaning) service for the room, despite several calls to front desk/help desk. Called several times from 7 AM - 10 PM to ask for service, second time it was mentioned the "room was missed" and it would be remedied third time I was told "we are not doing any room cleaning today" interesting given that sounds it is against local ordinances, nonetheless that does not concern me, what concerns me is lack of honesty/professionalism. If I was told they are not cleaning rooms today at the beginning I would have said to myself well that sounds to be sub-standard care, but would have accepted that and just not come here again, instead several calls and out of the room for >10 hours only to hear this poor response at 10 PM

Horrible first time experience here, diamond member as well, not that that matters at all... just basics.

I booked with Hilton for a recent stay for work. I am a Hilton honors member and when I travel for work I try and always book with Hilton. I recently booked a stay at the Hilton double tree. When checking my reservation I realized I made a mistake and booked it for 2 nights instead of 1 night. Simple error on my end. I called to change the reservation and first sat on hold for almost 15 min to be told that I have to speak with the advanced purchase department since the reservation was already paid for. I sat on hold for another 15 min to basically be told that nothing can be done and I will have to eat the cost of the 2nd night. OH by the way the hotel is cheaper now than when I booked it earlier in the month. I booked it THROUGH your website under my hilton honors account. How can this be? I understand if I book it through a 3rd party not being able to change the reservation but this is ridiculous. I wasn't even asking for a refund I wanted a Hilton credit or even points because I know I will book next month. This is the worst customer service I have seen. The agent on the phone was rude. I will make sure I provide negative feedback on all my social media accounts. I won't be using Hilton again.

I initially tried to provide some feedback directly to the hotel and am now registering a complaint through Complaints Board due to a lack of concern by the hotel and also Hilton Corporate.

My wife and I stayed in the Home2Suites on Valley View Blvd in Roanoke Virginia on January 1, 2022.  I've loved this new hotel in past trips through the area and was saddened to see the decline in quality.  My list of observations grew into this complaint primarily because the front desk attendant showed absolutely no concern or willingness to address issues.

These are my main observations from my 1 night stay:
1. Upon arrival, I discovered a large puddle of water at the front desk along with wet footprints leading down the hall. I later discovered the footprints led to/from the swimming pool. Not only was there no attempt to clean up the water, a wet floor sign wasn't even placed.

2. After parking on the pool side of the building, I found a Caribbean Jerk Pot food trailer/pickup truck parked against the curb partially blocking the walkway to the side door. A generator was running and a smoker on the back by the walkway was cooking overnight. Attached to the smoker was an expanded metal shelf at face level with very sharp edges. In the dark, I almost walked into the edge. It was surprising to me that no one from the hotel forced the owner to move the trailer/pick up truck away from the entrance. 

3. Two housekeeping carts and a vacuum cleaner were left over night in the 5th floor elevator lobby (by ice machine) with junk piled high on the carts. As for the vacuum cleaner, the clear dirt compartment was jammed so full, it gave me zero confidence that housekeeping had picked up any direct from rooms vacuumed that day.

4.  The shower doors to unit 501 are broken.  The one door won't open and the other door won't stay closed (rolls open). 

5.  The box spring cover was placed inside-out with seams showing. Normally this wouldn't be noteworthy, however at this hotel it was one more indication of lack of attention to detail.

6.  Advertising in the elevator was missing from 1 of 2 frames in elevator no. 1. The edge of the frame was broken exposing particle board. I could care less about the advertisements, but it once again showed lack of attention to detail in managing the hotel.

7. An informational plaque previous hung between the elevator doors on the lobby floor was missing. The remnant of glue remained on the wall.

8. Door sign 510 is broken and was laying on the hallway floor.  

9.  The door dead bolt won't lock to room 510 would not latch. In most hotels, the spring action closes the doors solidly in the jam. This door needed to be pushed closed to even have the basic lock secured. I noticed walking down the hall a 'half dozen' doors still open. I suspect the room occupants didn't even know their door wasn't secure.

10.   Most alarming of all was the response I received from the front desk attendant when I tried to share 1-2 of my concerns. The young lady zero effort to write down anything I was sharing and it was clear to me she wasn't intending to take any action. It was obvious to me that if had I insisted on writing down my concerns, there would not have been any follow through.  At 6:30 a.m. in the morning, she appeared to have just woken up. She was a very unprofessional employee.

Home2 Suites is a 3-Star hotel at best and I clearly do not have expectations for service any higher than this level. The hotel is 4 years old and sadly is in rapid decline. I believe this was our last stay at this hotel.  

I have an American Express for Hilton Honors and employees refused to talk to me or identify themselves when I stated there was a witness

You have stolen my money and my points and refuse to discuss this

I am an attorney, and I am willing to file an action in Federal Court

I want the employees disciplined.

I want my account information corrected

The Hilton brand has gone down-hill! Hilton has forgotten to honor their paying customers. We encountered many bad experiences during our stay. We complained and they did nothing about it! I called and E-mail their Corporate offices they explained that they do not get involved with their resorts and allow each resort to resolve their issues with guests. They did nothing for us and treated us badly while we were there. We asked for water when we arrived and they pointed us towards a vending machine that was not working. We were then told there was a vending machine on our floor (floor 17 hilton tower) and there were no vending machines on our floor. We had to exit the hotel to buy water at a store across the street. Our first room was dirty walls nasty, snot on wall by mirror, furniture run down. The food at the beach bar was horrible, sandwich bread was cheap hamburger bun, meat cold, fries burned and we were told that was how the food came. We did not eat the food and they refused to remove it from our bill. The manager never showed her face! Every time I went to the reception to speak to tha manager I was always told she was in a meeting or was busy and could not attend me. They called just about every morning telling us that our room would not be cleaned because they were short on staff. I sent my dry clean in 2 days before our departure because we were continuing on to Cap Cana for the second part of our vacation. They lost my laundry ($1, 400.00 worth of clothe) Corporate did nothing about it! The resort turned it over to their insurance company and the insurance company stated that they did not find the Resort liable and only sent me $300.00! I had to purchse shirts and shorts to continue on our vacation. We were there for 8 days and spent lots of money on resort fees, valet parking, food and tips. Your President and Chief Executive Officer Christopher J. Nassetta does not reply to any e-mails sent to him, he plays dumb and blind! That says it all there, if the President of Hilton does not care about you or your bad experience at one of his Resorts, then why would you spend your hard earned money at a his Resorts?

1st they are rude and not caring at this Phoenix location. The management staff has a no care attitude. 1st I was getting a reputable massage in my room when they demanded to come in my room to check the fire system with no notice. They knocked on my door and the massage therapist said come back later as I am lying on her massage table half naked. 10 minutes later they demanded to get in my room. Wrong. Next they said they had put a notice under my door telling me the pool was closing. The pool closing in the middle of July? Wrong. 2 days a go my 350 Z was parked in a handicapped spot near a tree. The tree branch came down and scratched my beloved Z. The response form the management staff was park at your own risk. As a tenant for over 2 months due to my house flooding I expect better treatment.