Hilton Hotels & ResortsReviews 96

The Tru Hilton hotel in Mobile, Alabama, where my husband and I recently stayed had damaged linen and furniture, toilet plush intermittently, and staff was unprofessional. It began with my requested first floor room was not ready during checked-in to the front desk could not give a time when the maintenance person will be available to fix the toilet. The hotel did try to resolve the issue and gave us another room down the hall on the same third floor. However, that room had the same problem as the previous room, toilet pressure low and would not plush to include low shower water pressure. I brought it back up to, Kimberly, at the front desk so she could switch us back to our original room, due to the first room had a better shower pressure and no more rooms were available. Therefore, my husband and I had to relieve ourselves in the public restroom on the first floor that does work. The area where breakfast is served had dead and alive roaches and ants to include rodents in our room. Despite this, the employee at the front desk told me the next morning that the manager, Tyanna, told her to get me escorted off the premises by the police because I have been causing problems and all I did was just ask when will maintenance be available and for clean towels at the front desk. There were several witnesses there from another group that can verify that there was nothing warranting the police to be called. Even though the general manager, Friday, emailed me that she was unavailable until after the Labor Day holiday and to contact Tyanna, she has yet to do so about the above concerns after trying to contact her by email and phone. Tyanna is a terrible manager who really does not want to work, causing the rest of the staff to have the same unprofessional attitude. All the employees do is stay glued to their cell phones, do not answer the phone, and/or eat while engaging with customers at the front desk. This is unacceptable for the money you pay and needs to be addressed immediately. What a way to treat Retired, Disabled Veterans! There was no criminal altercation to warrant this level of escalation. Even though, the General Manager, Friday, finally answered our concerns days later, she in return only made excuses for her staff and their behavior to ask us not to return to her establishment again. All people have to do is look at the reviews from up to a year ago or longer to see the trend of the hotel staff being rude and management NEVER around. Be cautious when dealing with this hotel!

Would not recommend, nor ever return to Home2 Suites Ormond Beach. In fact, I am seriously reconsidering any future booking of a Hilton hotel (and I am a 20-year Hilton Honors member). The service we got from this hotel and from Hilton's corporate office was the pits. Plus, the fact they these people were not trained for this type of situation is beyond compare!
When I tried to return to my room around noon, I found that my key card did not work. Not even the housekeeping card worked. Went down to the front desk - Venesia called Norris to try to open - nothing he tried worked. Others in the area tried working the battery pack. After about 30 minutes, he called Roseline (who I later found out was the manager of the hotel). She could not open the door. Someone she talked to told her about a special tool - she had no idea how to use it. Not only did every housekeeping person on this floor try to open the door (one even offered to scale the balcony), but others came and tried, but they just did the same thing (doing the same thing over and over is the definition of insanity). Roseline offered to move us to another room - but what good was that?, when all our stuff was in the locked room - we could not even take a shower - she just wanted us out of the hallway. After about 4 hours the Saflock guy came and drilled a hole in the handle (something we suggested 3 hours prior). Worst vacation ever - and not one apology or offer of comepensation. Housekeeping - 5 star; mangement - 0. My 89 year-old mother was left without her medication until 4 hours later (some of which she she actually was forced to skip). My son was supposed to leave that day - had to request another day off work (thank goodness he has an understanding boss). My brother and his wife were also impacted, because they had no car to go anywhere, let alone they would not want to go anywhere without us. We were Hilton Honor members that had two rooms - you would think the manager of this establishment would care, but no. So if nothing goes wrong with your stay - the housekeeping staff is great, but if there is any difficulty where you need management or Hilton intervention - Good Luck!

I recently stayed at a Hilton hotel with my family and we were completely satisfied. The staff provided exceptional service, the rooms were clean and spacious, and the amenities were impressive. The convenient location added to the overall enjoyable experience. Highly recommended.

Extremely rude Hotel Operations. Lost my credit card, then accused me of refusing to pay. Tried to resolve by phone and would not speak with me. Beware and do not stay here!

What a disappoint to login to my account and want to continue to stay at Hilton hotels only to find my points have expired and cannot be restored. After everything that has been going on with COVID over the last few years and the alleged notification to an email I can no longer access all of my points from my MANY stays with Hilton hotels are gone. Guess its on to the Hyatt for this family! Poor customer service experience!

Beautiful hotel with excellent views over Windhoek.
Only 2 active reception counters. Check-in to rooms are 3pm, some of the guests rooms was only ready by 4pm. The card sistem for the doors was not working. Staff run up and down to solve the problem. Service at the restaurant and sky bar is poor. The light meals are totally over priced. The food was not too bad. At the Wellness Centre, the service was good, the staff was friendly and on time. The best service we received was at the parking lobby.

We stayed in Hilton Molino Stucky Venice for 2 nights and I can tell you that hotel is awful! The room was small and very hot plus it was smelling like mold when I asked about that issue the front desk they promised to help but did nothing. Breakfast was 30$ per person and it wasn't fresh at all and full of greesy food. The front desk receptionist Alessia was RUDE and unfriendly. When during the check out I had an issue with the payment I met Federico who was I believe guest relations manager and he was RUDE and ARROGANT! Didn't help a bit to resolve the issue and made us feel like beggars. Horrible experience! Don't go there it's super expensive for what it is, and you will be made feeling terrible!

Booked extra Hilton's to reach Diamond level, and the return...poor. Upgrades, maybe, has to ask for it. Executive levels floors, a key perk, no more in most properties. Free breakfast, nada, a credit on your bill is is about 1/2 of the cost of a normal hotel breakfast. But...I did get a free bottle of water!

I forgot my user name I was not able to find the link for forgetting username. On the website After talking with customer service They do not have a clue I will never go back to Hilton

We had to stay here because of flight delay the hotel was clean room was good but pool hot tub was closed and I was informed from other people that it was closed back in Aug we were there Dec 25th/26th. The free breakfast was only for certain tiers of member ship. We felt that they were only there for the money.

I was told that my stay on 10/29/22 would be a certain price and when I left the hotel and checked my credit card the next day, I found out that they overcharged my credit card by $40.00 and when I confronted them they basically called me everything but a liar and would not refund me the difference. Resolution for Embassy and Hilton Honors (and I'm a diamond member) was to simply apologize for the inconvenience and write numerous response e-mails telling me their was no evidence to support my allogations. It's my word against the employee who took my reservation... I guarantee I wouldn't be arguring about $40.00 or writing 5 e-mails argueing about this if a principle wasn't involved...

Greetings:

Last evening my wife and I (both elderly and me in a wheelchair) stayed at the Hampton Inn in Athens, TN. From the beginning there were problems and I will attempt to list them, because I was rudely and sharply awakened this morning and I'm not over that just yet. But more on that later.

The front desk staff were cordial and competent during check-in, but one young woman was apparently explaining to a guest about a non-refundable deposit and that was a harbinger I should have listened to.

I could not get the air conditioner to STAY on. The cycling, on/of…on/off…noise wakes us both up when it comes on and try as we might…oh well, next:

We are just traveling back to Florida and so getting up at dawn isn't what we do, but since checkout is 11:00, we weren't awake yet when suddenly and with great volume, my wife and I were QUICKLY awakened by the sound of a walkie-talkie just outside our room blaring about which rooms were ready to be cleaned. How absolutely wonderful!

Next came a pasty, un-tasteful breakfast that was better suited to the animal shelter that a Hilton/Hampton property.

One last thing that ensure another hotel chain will get our business in the future:

The "free" Wi-Fi they tout in ALL their advertisements is EXTREMELY limited in upload/download speed. But…if you join the Hilton Rewards club a better Wi-Fi can be used, otherwise, if you want a Wi-Fi to do anything other than check on your emails…it's an additional $4.95. One heck of a price for a minimum amount of time online.

The gentleman on the desk when I related this to him, was the one bright star in a night full of asteroids hurtling towards my planet. He was attentive, respectful and understanding.

Oh yeah…the beds were good.

Only 2 stars and that is pushing it.

Be safe out there.

Vietnam Frogman

I was on the Hilton official site. I booked a room for 4 nights and put in on my AMEX card. I got a confirmation that showed an additional $353 for a service fee. Not shown to me when I booked my rooom.
I called to cancel and get my money back and they refused. Said it was a no refund reservation. I called AMEX and they said that they will start a complaint for me. The rep said he could see that there was another similiar complain too. What they did was put my reservation thru a site called Get a Room. So be careful out there. I don't not get scammed. This was only my first or second time in many years. I thought that I was on a reputable company's site. I guess you can trust anyone anymore.!

I was recently a guest The Homewood Suites Hotel in Edina, MN on August 17th 2022 room 141. I was confident this was a good choice because it's a fairly new hotel and had good reviews.

Upon my arrival I was impressed with the cleanliness of the hotel. My room was great, very clean. The next morning I pulled the comforter and sheets down to the bottom of the bed and was shocked (under-statement) at what I saw!
The fitted sheet along with the top sheet had stains on them that looked like partial blood/urine/some sort of bodily fluid! It was disgusting and I was horrified! I couldn't believe that I had slept in that bed all night. It made me wonder if the sheets had been changed and also got me thinking, had I been sleeping all night on dirty pillows as well?!

I took pictures and immediately went to the front desk and asked for the manager. I showed her the photos and could tell she was some what taken back. She asked me if I would like points or a refund and I took the refund. She was very pleasant but there was no apology of any kind.

I shared the photos with other people & they were all in shock so it got me thinking more about it. My husband has traveled with his job for many years and has Lifetime Diamond status with Hilton, he/his company have given them a lot of business and all I was given was a one night refund. After sleeping in that sh*&t! One of their sites clearly states for complaints you can reach out to the president of Hilton, Christopher Cassetta, which I did (twice) and no response. So I am making sure that I get this out to as many social media sites as possible. HORRIBLE CUSTOMER SERVICE! See attached photos, how would you feel knowing you just spent the night in this?!

I had made a mistake on my reservation and when tried to correct it I ran into their robots but received no remedy. I always use to book with thembut they were ok to lose me as a customer for one mistake out of approx 100. I even send an email to the CEO and still no reply. That shows you much they care.

I should have known when we got to our room. On our first day, I had to call the maintenance because the towel rack was loose and threatened to fall on us while in the shower. There was a spider web (!) on the fire emergency sprinkler that I also asked to be cleaned. Never mind, let's go on with our vacation. Next day, the spa turned the vacation to Horror: the glass door of the shower fell off its handle while our son was getting out of the shower… and cut him on many places on his leg, foot, and toes. Unpleasant pictures attached, showing how devastating the damage was (in short 18 stitches and lifelong scarring). The staff was supportive at the time of the incident, they changed our room because our son was in a wheelchair, so they put us on the ground floor where the suites were located. They also covered all the medical costs but paid, only after I asked, the equivalent of one night of stay at their hotel, while our holiday that was still going on in Egypt for 3 more days, was ruined. And they have absolutely refused to admit any negligence and have refused to provide any proof that their installation was technically OK. They claim, in the email chain that followed, that their technical inspection revealed all was OK at their side, but they refused to exhibit that proof. When we checked out, the Front Office manager tried to make me sign a piece of paper which was basically saying I was relieving the hotel of all future responsibility regarding the injury sustained by my son. Of course, I did not sign that and claimed damages to the hotel. They firmly denied all liability and clearly expressed it was not their fault nor responsibility. Hilton rejects all responsibility and has not made a single effort since we left their premises to smoothen the situation, nor enquire about our son's health. At this stage, Hilton management has disappeared from the conversation, and I have been dealing with their Insurer Chubb. After we requested compensation from them for the damage incurred, their insurer wrote to me:

"they [the hotel] never asked to be compensated for their property damages, due to the act of the son"

Yes, you read that right! Unprofessional, dealing in bad faith, and withholding information. Bravo!

So, Hilton Luxor now rhymes with disappointment, anger, let down and irresponsibility. Are you planning to stay there? I won't wish you a good stay, I will wish you "Good Luck" and "Bon courage".

-Hosekeeping does not show up unless you request. Did not have my room cleaned because of this policy.
-Noise coming from pool area never stops, I got a room on 4th floor could not sleep until 2:30 AM. There is no limit how late people are in pool area.
-Receptionists with attitudes.
-No water in the room. Have to purchase from a vending machine. A 4-star hotel cannot afford a 10 cents bottle of water?
Will not be coming here again.

I did look for a way to contact Hilton Hotels directly but there was nothing on their website that I could find that would give me the opportunity to provide private feedback.

I made a reservation for a stay using the only phone number at the hotel site *******090 which appears to be a contracted company "Reservations.com." The phone tree was poor but I managed.

Then the conference was changed and I had to cancel... but, after going through the phone tree twice, the automated messages said no cancelling until a week before my intended stay. When I called back using the number from the confirmation, again for Reservations.com *******090, the phone tree took half the information then said it couldn't help and put me on hold for a person. The person couldn't find the reservation number (repeated multiple times) nor my information and told me to call the hotel directly and gave me a number *******281. I did so and went through the same problem of a phone system that couldn't handle a voice call, after giving it 3 data points it didn't understand the last one. (Frankly, it sounded like the same tree). The system put me on hold and finally I got a person. And the connection was filled with static and took some adjusting for me to understand her. She did say it was their system.

That person was able to cancel my reservation (after I gave all the information for the nth time. But clearly had to follow a script that included me listening to another sales pitch even though I already said I'm never attempting to stay at a Hilton again if I can help it. This is a Hilton problem, not an individual hotel problem. This is not hospitality. This is being processed meat.

They took 600 dollars from never told me can't get my money back can't get to stay where I want they got to keep the money Highway robbery I'm done with the Hilton