ComplaintsforHilton Worldwide

• Initial Complaint

  11/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a room with 2 queen sized beds for 3 guests at Hampton Inn Baltimore / Glen Bernie location for Nov 16, 2023 (Confirmation #********). I checked in on the Hilton Honors application and selected room ***, which had 2 queen sized beds. Upon arrival, I was informed that the hotel did not have any rooms with 2 queen sized beds remaining and offered me a room with 1 king sized bed. This is not acceptable given I booked the room months in advance and was not notified prior to arrival that the room type I paid for was not available. 1 king sized bed does not comfortably sleep 3 guests. I have reached out to Hilton and was offered 20k points, but this does not resolve this to my satisfaction. I am looking for a full refund ($8.79 + 27k points) given I was not delivered the service I paid for (room with 2 queen sized beds). I understand that the hotel was oversold and under normal circumstances, a pull out bed is not a big deal for the third guest. However it is frustrating when we arrived past midnight after our first leg of the trip, and had a 16 hour drive ahead of us the same morning during which a good night's rest is extremely important, which is why we booked 2 queen beds. It would have been appreciated if the hotel notified us in advance when we selected pur room and when the room type was no longer available so we could have made different accommodations earlier rather than at arrival.

  Business response

  11/30/2023

  Hello *********************,
  
  My name is ****** and I am contacting you from the Executive Office of Hilton Worldwide regarding a complaint sent to the Better Business Bureau concerning the Hampton Inn Baltimore/Glen Burnie.
  
  First, I would like to apologize for the discomfort experienced. I can image it was frustrating to arrive to the property and only a room with one King bed was available. Your concerns were forwarded to the hotel management team. I received a message from the Assistant Manager, ******* stating that you received a full refund of 27,000 Hilton Honors points and $8.75 per your request.
  
  Our Vision at Hilton is to fill the earth with the light and warmth of hospitality by delivering an exceptional experience and regrettably, we fell short of this expectation. Additionally, we take much pride in our hospitality and we were disappointed to learn about your experience.
  
  Again, we apologize and thank you very much for being a loyal gold Hilton Honors member. Please feel free to contact me directly if you have any further questions or concerns regarding this matter. I hope you have a wonderful day.
  
  Best regards,
  
  **************
  Executive Ambassador

  Customer response

  11/30/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  11/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 17, my wife, a longtime Hilton Honors member and committed Hilton customer (Honors #*********** looked up a four night stay at a Hilton property, and the Hilton Honors website cited a number of points. It wasn't until after purchasing these points and attempting to book the stay that she realized the points quoted was a per night rate rather than the points for the full stay, despite the fact that this was not in any way noted as a per night points rate. Upon calling back immediately, she was told that there was no way to cancel or refund the transaction, even though it was still pending with our bank. Upon calling back and getting things escalated to a supervisor, I was told that it could be refunded, but that my wife would need to call a different number. Upon calling this number, my wife was told that a case was opened, and that we should call back in seven days, but that they are extremely busy and so it was unlikely it will be resolved soon.

  Business response

  11/21/2023

  Dear ***,
  
  My name is ****, and I am an Executive Ambassador for the Hilton **************** of *******************************, CEO. I am reaching out regarding your Better Business Bureau complaint and the points purchase made on your wife's account.
  
  Our apologies for the disappointments and experience you have had in this matter. I have taken the time to pull *****'s account and review the points purchase transaction along with all other correspondence and actions taken on her Hilton Honors account.
  
  I can see that a case was opened and sent to our Hilton ************************* for review of this matter. While our **************** does not have control over financial transactions or purchases of points, I show that this case was reviewed by **************** and regrettably they are not able to refund this charge for the purchase of points.
  
  Per the Hilton Honors terms and conditions for points purchases, they are non-refundable transactions. As it relates to our corporate and executive policy, any concerns or issues involving the purchase of points must be handled by our Hilton ************************* alone as our office does not have access to financial information or the ability to refund any transactions. I am glad to see that our Corporate Guest **************** opened a case for this situation though I know that a refund was denied.
  
  Again ***, my apologies and my deepest regrets for the experience you have had. While I recognize that this was not the resolution you were seeking in this matter, Hilton is unable to refund this transaction and we consider this matter closed. Thank you again for reaching out to our office and thank you for your loyalty to Hilton.
  
  Best regards,
  
  ************
  Executive Ambassador

  Customer response

  11/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: it abdicates all responsibility by claiming someone else made the decision and nothing can be done about it, and makes no effort to make amends for deceptive business practices meant to take advantage of loyal customers. 
  
  Regards,
  
  *****************
  

• Initial Complaint

  11/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  i connected my hilton account to my **************** card . **************** is now saying they will take my hilton account and all my points i have earned. over the course of 4 hours i calle 15 times to the hilton diamond desk to get horrible service . still cant get a straight answer from hilton if they can actually do this or not. no one care to help. i have spent crazy amounts of money with both companies to be treated like trash. i want an apologia and things fixed

  Business response

  11/15/2023

  
  To:***********************
  Wed 11/15/2023 6:36 PM
  
  Dear *************************,
  
  Hello again, this is ***** *., Executive Customer Relations with Hilton. I am glad I was able to speak with you today when I called you. I am writing in reply to your Better Business Bureau complaint, regarding your concerns about your Hilton Honors account.
  
  *** *****, allow me to apologize for any miscommunication about your co brand ******** ******* credit card and your Hilton Honors account. I want to assure you that if you cancel your ******** ******* credit card, your Hilton Honors account will not be cancelled. You do have benefits that you receive by being an ******** ******* co brand with Hilton, credit card holder that would no longer apply. I will attach the link for your review in this correspondence. This can also be found on the Hilton Honors website, under credit card tab.
  ********************************************************************************************************************
  As we discussed, your Hilton Honors Diamond tier does not end until March 31, 2025. I will also attach a link for your review on the Hilton Honors tier requirements.
  
  ****************************************************
  
  We know you have other hotel options to choose from when you travel, and we thank you for choosing Hilton. We appreciate your loyalty, and we thank you for being a Hilton Honors Diamond member.
  
  Best Regards,
  
  ***** **
  Executive Ambassador

• Initial Complaint

  10/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The staff was rude. I can explain in further detail with a call. I never received a receipt. They discriminated against my service dog. The room had several issues. There was not services as advertised and they charged more than advertised. I have so much more. I have reached out to the company and property with no help and constant story changes.

  Business response

  10/21/2023

  ****** *******************,

  I hope this message finds you well this Saturday afternoon.

  I am contacting you from the Executive Office of Hilton concerning the feedback you provided to the Better Business Bureau (BBB) about one of our hotels. I am sorry to read that you did not have the best experience and that you felt the staff discriminated against your dog. As your experience and concerns matter to us, I would like to look into your experience, but require additional details as there was not identifying information for the hotel in question.
  

  Please provide the following details. 
  

  Name of Hotel:
  Confirmation Number:
  Name Listed on Reservation:
  Email/Phone Number Listed on Reservation:
  Details of your experience:
  
  Once received, I can then begin addressing the feedback that you have provided.
  
  I shall await your kind response.
  
  Best Regards,
  
  ****************  

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 9/29/2023 we had a reservation for the Hampton inn at the LaGuardia Airport, New York. The airport was closed while we were still in transit from Columbus Oh and were were not allowed to fly into New York until 10/1/2023 due to flooding at the LaGuardia terminals. I called the Hotel and advised we would not be able to make our reservation due to the weather and closed airport. The Hotel reservation persons stated they would have no problem refunding the one night stay, for $421.10. We subsequently booked another Hampton Inn room in Columbus for the night in expectations they would not charge us for the room in New York. However Hampton Inn did charge for the room and they promised to call me back by 10/09/2023 but no one called or left a message if I missed it. I would appreciate assistance in having them reverse the room for the night due to the Airport being closed and not of my own fault. Thank you

  Customer response

  10/31/2023

  Hilton made the refund in full

  Business response

  11/01/2023

  Dear ******,
  
  Thank you for taking the time to speak to me today regarding your Better Business Bureau complaint and reservation with the Hampton Inn New York-LaGuardia Airport. Our apologies for the disappointments and experience you have had with the hotel.
  
  As we discussed on the phone today, I recall the flooding at LaGuardia Airport. I can imagine the impact this had on travelers in the area. I am sorry to learn about your cancellation charge in this situation. While I am glad to hear that the hotel has finally refunded this charge, I regret hearing about the difficulties leading up to resolution of this situation.
  
  I understand your concerns that the hotel had you confused with another guest who checked into your original room. It is concerning to know that the hotel mistook you for this guest and charged you for the stay and late checkout of the other guest. Due to the nature of this situation and charges made to your card, I will be sharing your concerns and feedback directly with my Brand Management Team for their awareness of this situation. Our Brand Management Team works with our senior management at the hotel to address areas of concern surrounding service, quality and safety/security matters.
  
  Because of the service failures and disappointments in this situation, I have posted 10,000 Hilton Honors points to your account as well. While I realize that the compensation does not change the negative situation you had, I do want to thank you for reaching out to us regarding this matter. We appreciate you contacting us about this matter and we appreciate your loyalty to Hilton.
  
  Best regards,
  
  ************
  Executive Ambassador

  Customer response

  11/02/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am still staying at the DoubleTree Suites in Miamisburg Ohio. There are too many incidents to type so I will just paste what I wrote to ********. It is worth noting that they attempted to charge both mine and my daughter's credit cards randomly, for reasons they did not make us aware of. Sometimes in the middle of the night. We have proof because we both used our cash app cards which were "locked," but any attempted transaction notification us by text. (to ********) I recommend not using either of those 'Hilton' hotels in the future, I have an email in to the ceo of the DoubleTree Suites and Hilton Hotels and have set up a time to speak to the regional manager for the way we have been treated. As if "Temporary Housing" meant "charity for poor people." The manager even said to me "you are not paying the bill, temporary housing is paying it for you." I'd say the worst incident was my attempt at washing the bed topper myself. My significant other is paralyzed and has neurogenic bladder. He sleep on bed pad made from diaper-like material. On one occasion the pad shifted and the mattress topper had a little urine on it. He was embarrassed and asked if I would wash it instead of giving it to the maid. I am a night shift nurse so I'm up a lot at night. I had a bundle of light color laundry I was planning to wash which included the bed topper. I left it in the hallway about 30 feet from our room to go back for the bleach. I was only gone for 10 min, speaking to my significant other, when I came back the pile was gone (our clothes, which we have not gotten back & the bed topper) and they attempted a $150 to my card, then a $180 to my daughter's. They would no longer make us any new Keys cards or give us supplies and said we needed to pay our balance for "attempted fraudulent behavior" because I may have been stealing the bed topper. (We are paid up until 10/9 they have yet to produce my clothes). One day after this occured, my significant other needed to get in to the room after an outing with a friend. He asked the clerk for assistance with entering the room. He was refused until his physical therapist arrived, by then he had urinated himself and was mortified. Even he wasn't given a key card, he was only let in to the room. From what I have learned it is a large family that has run this hotel and Home 2 for under a year. There's quite a language barrier, and 'hospitality" is nowhere in their language. They make us feel like intruders to the point that I don't even walk through the lobby or ask for toilet paper. Even though the manager herself is a woman, they seem hostile towards women in general. It is not just me, I see other guests complaining as well. I would have rather stayed at the Super 8 or Budget Inn a million times over!To date, Double Tree has received over $15,000 between ******** and what we have paid out of pocket. We've been here under 2 months. We had a house fire and are temporarily displaced. Learning those figures made me physically ill in comparison to the quality of our stay.

  Business response

  10/31/2023

  Sent: Tuesday, October 31, 2023 1:53 PM
  To: [email protected] <[email protected]>
  Subject: EXECUTIE CUSTOMER RELATIONS-DOUBLETREE MIAMISBURG- BBB COMPLAINT********.
  
  Dear *****************************,  
  
  Hello, I hope you are doing well this Tuesday. This is ***** with the Executive Customer Relations. I am responding to your BBB (Better Business Bureau) Complaint ********. Thank you for your kindness on our call regarding the stay at the Doubletree Miamisburg Ohio. 
  
  I do apologize for the overcharges (pet fees, bedding removal fee) that were attempted; I am happy that these issues were resolved.  
  
  As stated in our phone call, I adjusted your posted stays to reflect the correct amount and updated with the new promotional that provided double points to your account. This added 40,000 Hilton Honor points to your account which will be viewable in 24 hours. As you requested, to resolve your BBB complaint ********.  
  
  Unfortunately, I could not remove and add the points for the stays under **** **** or ***** ******. The points accumulated under their names will have to stay in the accounts. You may transfer the points to your account without any fees involved. Simply log into the Member account, go to Points and at the bottom of the page select transfer.  
  
  I have updated your account with the new promotion Multiply Your Points, double points until December 31st, you can learn more about the promotional at ******************************.  
  
  *** ***********, thank you both for being loyal Hilton Honors Members, you can reach out directly to me at the phone number below or reply to this email.  
  
  Best regards,
  
  ************

• Initial Complaint

  09/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Was charged $ 50.00 extra @ Tru Hotel by Hilton in South Portland Maine, for Emotional support animal, on 9/21/23. Desk attendant was informed twice that animal was an ESA, but insisted on charging extra. This is against the law in Maine.

  Business response

  10/16/2023

  The below was sent to the guest with guest privacy modifications. 

  From: *******************;

  Sent: Monday, October 16, 2023 5:27 PM
  To:email address included in complaint
  Subject: Executive Customer Relations/BBB Complaint - Tru by Hilton Portland Airport Area - ** File *********
  
  *****************************,
  
  I hope this message finds you well this Monday afternoon.
  
  I am contacting you from the Executive Office of Hilton Worldwide concerning your Better Business Bureau complaint regarding your experience at the Tru by Hilton Portland Airport Area. We thank you for being a guest at this property and providing the feedback from this stay to our Guest Assistance Team and to the Better Business Bureau.
  
  I understand that you are disputing the $50.00 fee that was assessed as you indicate your pet is an Emotional Support Animal. Please know that an Emotional Support Animal and Service Animals are not the same. As a Service Animal has been individually trained to do work or perform tasks for an individual with a disability. The task(s) performed by the dog must be directly related to the persons disability. Emotional Support Animals do not qualify as a service animal because it has not been trained to perform a specific job or task as outlined under the ADA. Due to these reasons the $50.00 fee that was assessed is valid and will not be refunded.
  
  Rosario, we appreciate you for providing your feedback and allowing me to assist you in reviewing and addressing your concerns. Should you have any additional questions or concerns, please let me know.
  
  Best regards,
  
  ****************
  Executive Ambassador

• Initial Complaint

  09/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We stayed at this hotel for two nights. One of the nights was already booked and paid for through Travelocity. After viewing my credit card statement this hotel charged me for both nights. I called customer service and was told they could not help me I had to call the hotel directly, which I did. I initially spoke with ****** who said the manager was off, but I could email all my Documation, and she would pass it along to the manager *******. She also took down my personal information so that ******* could give me a call back. I waited about 10 days for a call back but got nothing. So, I Called back again and again each time got the run around. The manager was "in the restroom". Next call she was at the bank. Next call she was not in her office. I have tried many times to call and resolve this. I have my reservation confirmation number from *********** to prove that the room was booked and paid for prior to this stay. This reservation was booked in my name (*********************************) the first night and my husband's name (*************************) on the second night. Both were paid using my credit card. #ending in ****

  Business response

  10/01/2023

  Hi *********,
  
  Thank you for reaching back out. I appreciate your sending this information to me.
  
  Because Hilton's cancellation numbers only consist of numbers, we do not utilize letters in any of our confirmation or cancellation numbers. This particular cancellation number would be a third-party cancellation. I know that you made a reservation at the hotel with *******/***********. As noted by my office and the hotel, there were two separate reservations made directly with Hilton and a third that was the third-party reservation.
  
  Because the cancellation number is one not belonging to Hilton, we would kindly suggest that you follow up with the third-party booking agency. Any confirmations, modifications, and cancellations made with the third-party are held exclusively with their company and all payments and refunds are also handled directly with the third party.
  
  Once again, our apologies for the disappointments you have experienced. While I wish your experience had been a more positive one, I would like to thank you for making us aware of this situation and thank you for your loyalty to Hilton.
  
  Best regards,
  
  ************
  Executive Ambassador

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I stayed at the Hampton Inn & suites ********** downtown on the dates 09/01-09/03 check out date. I checked in rather late, was asked to provide my card for payment for the room although my friend whom I was staying at the room had already provided a card and check us in online. Since I was the one getting the key while she parked, I provided my **** that ended in **** which was not a problem. During the entire stay there because we were in and out we did not allow valet to park my truck. Upon check out there was no one at the desk to check out with personally but there was a basket that had a note to place keys in, so I was not aware we were charge a daily parking fee because I would have resolved it then. Upon receiving the bill I saw that there was a parking fee and we self parked the entire time. I have reached out to the hotel with no response, I would like the parking fee ($29.00) to be removed because we did not utilize the parking and we charged in error.

  Customer response

  09/24/2023

  Business provided refund for overcharge and credited my account 

  Business response

  09/29/2023

  Dear *** ********,
  
  Hello! This is ******* with Hilton Executive Customer Relations. I tried contacting by phone today, but I was unable to reach you, I left a voicemail.
  
  We are sorry about your billing concerns at the Hampton Inn & Suites Montgomery-Downtown. We understand billing issues can be frustrating and we apologize for any inconveniences this may have caused you.
  
  In review of your Guest Assistance case #*********, **** ***** at the hotel issued a refund for $35.60 for the parking charges. This refund was issued on 9/15/23 and it should have credited to your account. If you have not received your refund, contact your bank directly. *** ********, please let know if I can help you further, you can use the phone number below or reply directly to this email.
  
  Thank you for your loyalty and for being a loyal member!
  
  Best regards,
  
  ******* *.
  
  Executive Ambassador
  
  Phone:************
  Tuesdays-Saturdays
  
  10am-6:30pm central time
  

• Initial Complaint

  09/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Aug 31 I booked a room for Sept 7. On Sept 6 I contacted both the hotel and a 1800  number the hotel gave me to cancel my reservation since due to events beyond my control I was no longer able to arrive. All hotel representatives refused to provide an option for altering, canceling, or changing in anyway

  Business response

  09/27/2023

  Hello **********************,
  
  I want to follow up with your regarding your complaint to the Better Business Bureau concerning the Hilton Honors non-refundable rate you booked at the Hampton Inn Douglas.
  
  Again, I want to apologize for any challenges you experienced while trying to cancel your reservation. I am also sorry to learn you needed to cancel your reservation due to events beyond your control.
  
  Hilton Honors non-refundable rates are exclusively offered to Hilton Honors members at a discounted rate for guests that wish to book in advance. Therefore, full payment is required at the time of booking and reservations cannot be modified nor cancelled. As a result, hotel staff and customer service are unable to cancel Hilton Honors non-refundable reservations.

  **********************, again we apologize and thank you for being a Hilton Honors member. Please feel free to contact me if you have any further concerns regarding this matter.
  
  Best regards,
   
  ****************
  Executive Ambassador

  Customer response

  10/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************************
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩