Hilton Worldwide
Reviews and Complaints

After arriving @ hotel comforters, sheets, (entire beds were wet/damp); several lights on room not working; refrigerator old & not working; called front desk to resolve issues and was told, " we don't have housekeeping @ night", so I asked fir dry bedding...sent up 4 flat king sheets...I stripped bed and covering on mattress had piss stains and remainder of stay was (a weekend of he'll @ Doubletree Hilton in Hebron, KY

This by far has been the WORST experience I have ever had at any Hilton/Embassy establishment. I have three small children and planned a Spring Break trip to Orlando for our FIRST EVER family trip. I have an 8-month-old, 2-year-old, and an 8-year-old. I booked this room under family and friends in March when one of my friends offered, knowing I was traveling soon to Orlando. I didn’t need help, but he was offering so why not? I am a GOLD member and was offered in the app to upgrade to a 2-bedroom suite for an additional $89 per night totaling $1,036 "IF" the room was available for upgrade. I received my confirmation email stating "Great we have your standby upgrade request". I was very grateful. When we landed in Orlando around 1pm, I called the hotel front desk clerk and asked her was my room available for early check in... and that I put in a request for an upgrade for a 2-bedroom suite and if that room was available. She said it was, and I could come check in early. I get to the hotel, she checked me in, and tells me I have to pay an additional $3,362 to check in this room. I ask her why when I received emailed confirmation from HILTON that the only thing extra, I would pay is $445 which is $89.00 extra per night. She asked to see the email and the upgrade in the app. I show her both. First, she says, "Its $445 per night". I say ma'am it clearly says "$89 PER NIGHT" and it’s in the email proof I'm showing you. She asked me to email it to her and I do. She said she will honor it and adjusts the price. Then charges my card. After that, she says sorry the room is not ready yet. I was like it was ready when you were about to charge my card $3,000 dollars but all of sudden now its "not ready". I didn’t want to be difficult because I was on FAF and always try to remain professional. We waited 3 HOURS, and at 4pm the Front Desk supervisor John Ross Pearce comes out and tells me I'm sorry, but we are not going to give you that room. I’m very upset. We literally waited 3 HOURS in the lobby for the room because the clerk told me it was getting cleaned. Then all of a sudden, we can’t give you that room because it’s listed at $500 a night. IT DOESN’T MATTER IF IT’S $10,000 A NIGHT! I put in the request in the app and the price was listed. I didn’t make it up Hilton posted the price and I booked and confirmed it. At this point my babies are in the lobby crying. This is ridiculous. I don’t care if I’m under Friends and Family or not. I’m a human being and you don’t treat people as such. They literally WASTED 3 hours of our day on VACATION just sitting in the lobby for a room that they decided to take back at 4pm. How unprofessional. If it couldn’t be honored for whatever reason fine just say that and we could have avoided this. I’m not a difficult person and can be very understanding. I work for a major corporation, and we would NEVER treat our customers or FAF like that. Honesty, I felt the employees felt because you are on family and friends you are LESS than. They kept making comments saying well you’re on family and friends. SO, WHAT! This could have been handled so many different ways. John Pearce the front office supervisor said the clerk shouldn’t have promised us the room and he was sorry about that. If that was done when we first arrived, I would have said fine. I understand things happen. I don’t want to get the employee in trouble…but to have me sitting in an uncomfortable lobby with my exhausted kids after a full day of travel was not OK. I rather pay FULL price and get treated with respect and curtesy. I wasn’t asking for anything “free”. It’s in your APP. What took the cake was on Tuesday, housekeeping cleaned our room, and my mom had her dentures wrapped in tissue on the bathroom sick. Housekeeping threw them away. They were there before she cleaned and gone after she left. I honestly believed it was mistake on the housekeeper part. I believed she thought it was trash and discarded it as she was cleaning. The issue is I told all 4 managers about it every day and asked for a follow up call back prior to my departure on Friday. None of them called me to resolved this. Housekeeping called and denied throwing it away which was a lie because it was there. I unpacked all of our things and repacked them even though we all knew they were there. I saw them on the bathroom counter before I left. I felt pushed off until I demanded some resolution before I left. Zoe Greenwood finally went to speak to the GM Courtney Hatfield, during my check out and she was “too busy” to come and speak to deescalate this issue but told me to write and incident report and file a police report. I emailed the police report to her and Jermaine Walter the director of housekeeping and have yet to receive a response or a simple apology. They didn’t even confirm receipt of the email. I will NEVER recommend anyone to stay here after these circuses of events. My family Is coming back with MORE families in July, and we will not be staying here because on the unprofessional and classlessness that Hilton has shown to its customers. I’m honestly very hurt and disappointed. This was not what I expected from HILTON.

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I had a reservation at the hampton inn hotel check in june 17 - 20th, 2022. I called to cancel the reservation on the morning of june 16, 2022 due to getting a call from the hospital my husband died unexpected. I spoke to a rep at tickets at work as well as called the hotel. After explaining the issue to the rep at the hotel the rep stated she understood and advise me to not worry she will cancel the reservation without any fee. The issue here is that tickets at work request information from the hotel manager stating that she approved the refund of $344.79. The manager from the hotel alyssa emailed information advising tickets at work she refunded the money back to their virtual card and for tickets at work to move forward with applying the refund back to my account. I have called tickets at work customer service over 15 times trying to resolve this issue, I spoke with 2 people who claim to be managers but have not had any luck in the money being refund to my pay pal account. I have disputed this with paypal and I have not had any luck with their help. Alyssa the hotel manager copied me in the emails that she sent to tickets at work, and I emailed it to pay pal resolution and still haven't got any help from pay pal... One last thing everyone I speak to from tickets at work is working from home

I had an emergency in Cashiers NC on thursday June 24 and tried to get a room that eve at 11 pm but they were sold out at Hampton Inn at Cashiers/Saphire. I booked for following night at 11:30 pm.
At 8 am the emergency had moved to Atlanta and I called to cancel the eve of the 25th. This happened 8 hours after booking. I was told they woould not refund my money. They definitely would. book that room that evening and I find it outrageous and without any goodwill not to refund my money. Even an airline gives you a 24 hour period to book and works with the customer when there is an emergency. This is outrageous for a top hotel chain. And it says alot about the greed of such a big chain of hotels.

Clerk has overcharged my Government Travel Card an alleged security fee for potential damages that he claims will be refunded if nothing is damaged; additionally he charged me room tax even after I informed him I am a Federal employee saying that that doesn't matter below a $1000.00. He also charged me a $20 car parking fee which was not announced in the list of charges.

The room itself has a broken heater with unresponsive controls and display. There is also cold air coming from below the heater with a wind noise howling around unit.

I spend 4 nights in Hampton Inn. From July 29 to August 2. The first day we enjoyed the pool and after that, they close it for construction. We didn't complain about it. After our vacation, we checked out and after 4 days I checked my credit card statement and I surprised for charge of $250 extra. I called them they told me it's because of the smoke smell. And I am not a smoker person neither my husband. we have a baby 9 months old and 2, 5 years old. They say I should talk to the general manager, Gail Moore. She is the most disrespectful person I ever talk to. she doesn't want to hear me and she even hung up on me. I was very disappointed. I need a refund of my money and a course to the stuff on how to respect their clients.

We stayed at the Hampton inn Las Vegas Airport June 28 and also June 29.
Immediately upon running water to wash my hair the water would not get hot. It was barely warm.
We called the front desk the attendant came up and proceeded to check and spar over warm vs cold vs hot though it was clearly not hot.
She then offered the neighboring room which we checked but the same problem existed.
She said there were no other rooms available.
We had two in both days of our stay follow up to get the status of the water situation. The front desk did not reach out to us.
When we left on the 30th the lady manager that morning was going to bill us -25$ or so off the first night and the regular rate for the second night although the water still hadn't been fixed. I had to proceed to have a conversation with her as though she needed to be informed because she wanted to act like she didn't know what the problem was— until she did and stated that they were still working on fixing the water heater — citing it was a pump and a number of rooms were affected.
She then comped the room bill another $35 — after my conversation with her.
It's pretty clear that rooms should have hot water and that agents should not be instructed to cover up for issues and deflect. The girl seemed to be acting in the instructions of the manager(s) based on both of them deflecting and seeking to minimize the situation. That is not acceptable .
I would request the rooms be comped at a higher rate to make up for this— the hot water never worked.
I have a recording of the convo in the room if they try to argue this never happened and the billing which I asked the manager to wrote on.

Good Evening,
I recently visited Cincinnati, Ohio and stayed at The Hampton Inn (3024 Vine Street). I was leaving the hotel around 5:30 p.m. I was extremely shocked with the aggressive behavior that I briefly encountered from one of your customer service representatives. I was getting into my car when a young black women (that worked for you establishment) came out of the hotel and verbally assaulted another young lady. I have always had nothing but good experiences at all of the Hampton Inn/brother companies(hotels) I've stayed in. However this young black women whome you have representing your company was almost frightening with her aggressive verbal lashing that she gave to a young women who was passing thru the Hampton inn lot. To my surprise the young white women only continued to tell your representative that she would pray for her. This world has changed so much since I was a child; however I still believe in compassion, kindness and courtesy. I must say that this experience has left a very bad taste in my mouth. I regret that this will more than likely be the conversation around the dinner table and water cooler.

Thank you in advance for time,
Yours Truely, Disatisfied Guest.