Complaints

This profile includes complaints for Hilton Worldwide's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hilton Worldwide

  7930 Jones Branch Dr Ste 1100 McLean, VA 22102-3313

• 

  Doubletree by Hilton Rockland

  929 Hingham St Rockland, MA 02370

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  DoubleTree by Hilton Boston-Downtown

  821 Washington St Boston, MA 02111

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  Hilton Hotels

  420 Totten Pond Rd Waltham, MA 02451

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  Hilton Hotels

  14 Great Falls Plz Auburn, ME 04210

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/06/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had a stay booked at Hilton Embassy Suites in Anchorage, Alaska. I booked the stay with points checking in Aug.22 to the 25th. I did digital check in after I received option and confirmation from them. Went to our room and digital key did not work. Went to the front desk and received keys to the room. The following morning housekeeping entered our room unannounced, said room was vacant. Asked my husband to step in the hallway in his boxers half naked! He then called the front desk and they told him they had no room registered in our name. They said system was down and they would correct issue. She was not very personable or apologetic to our experience. When we arrived after the day out when we went to our room keys did not work. We had to go back to the desk and wait in line again for new keys. The next morning housekeeping entered our room again saying room was vacant. We had to go to the front desk again. They said this is not only person it’s happening too. Their systems are down. We asked for service in our room and we never received service either. After we checked out I viewed my receipt via email. We were charged money 1,461.60 instead of points. I called the front desk and they said I had to call corporate. Corporate said reservation was cancelled and points were refunded. But there was another confirmation for us with additional dates as well. They said would file complaint. I received email from Hilton Manager ***** *********** on 8/29 that she would try to resolve issue. I have not heard back from her and have called and emailed messages several times. I disputed charges with **** and they refunded $1,461.60 but still awaiting a response from Hilton and charge may be revoked. They have until end of November to respond. I have had a terrible experience having to deal with this while on vacation. We are Diamond loyalty members. We are expecting to be charged Hilton Honor points for the correct days we stayed not $1,461.60.

  Business Response

  Date: 10/12/2023

  Sent to ************** on Sept 23 -

          
  Hello *******,   
  This is ******, from Hilton Worldwide Executive Customer Relations, writing in reply to a Better Business Bureau [BBB]  complaint related to your August stay with us at Embassy Suites by Hilton Anchorage in Alaska. I called and left a brief message. A direct telephone number for me is listed below.  
        
  Thank you for being a valued Diamond elite Hilton Honors member and for reaching out to Hiltons Executive Offices. We have received the complaint outlining concerns about your late-canceled reward reservations and paid booking at this esteemed independently owned and operated hotel.  
  
  I have been working diligently as your Hilton Honors advocate to ensure that the billing is correct. Kindly ensure that the points in question always remain available for successful corrective updates to be deployed. Once again I sincerely apologize for this experience. It is not what we had planned for you.
  
  I also requested hotel leadership work with our office to execute a successful correction for the billing problem you described in this Executive escalation.
  
  Best Regards,
   
  **************

  GA *********

  Business Response

  Date: 10/12/2023

  Hello BBB, the hotel refunded ************** $1,461.60 for the money reservation she stayed under. Our office on the back end will compensate the hotel for the 210,000 points so the billing is reconciled. *** ***** knows to always leave at least 210,000 points in her Hilton Honors account, until the 210,000 manual points removal is completed. -rh

  -================================-

  Hello, **************, I just called ************ leaving a brief message.

  I spoke today with our hotel partners in Alaska, who assured me the $1,461.60 refund was made to your payment source.
  
  At an undefined upcoming time, there will be a manual transaction that removes 210,000 points from your Hilton Honors account. Kindly ensure the account balance remains at 210,000 points or above until this manually processed transaction reconciles.
  
  It is my pleasure to help. Thank you once again for being a valued Diamond elite reward member! I remain available if further assistance is required.
  
  Best,

  **************

  GA *********

• Initial Complaint

  Date:08/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Stayed at the Hilton Checkers from June 30-July 4 and they took an original deposit for 394 from my bank, and charged another 1408 after the stay was over. Over a month later i still haven't gotten my security deposit back, and i tried making a claim with my bank, and it got reversed with them saying they provided the service they promised, but i still got no refund from them. I tried calling them today, and they said there were extra charges for parking and everything so all in all i should be getting $92 back, and they said they released the money already and there's nothing more they can do, so i called my bank again, and they said there's no money waiting and to call the Hilton again. I'm tired of going in circles just to get the security deposit back that should have already been here and was hoping the better business bureau could help

  Business Response

  Date: 11/04/2023

  aturday, November 4, 2023 6:56 PM
  To: ************************ <************************>
  Subject: EXECUTIVE CUSTOMER RELATIONS- BBB  COMPLAINT ********
  
  Dear *******************************,  
  
  Hello, I hope you are doing well this Saturday. This is ***** with the Executive Customer Relations; I am responding to your BBB (Better Business Bureau) complaint ******** regarding your stays at Checkers Los Angeles. Sorry you missed my call I did leave a voicemail.  
  
   Please allow me to reiterate our apologies for any misunderstanding regarding your total charges for the stay. Our aim is always to offer our guests an outstanding experience and we deeply regret falling short of your expectations.  
  
  I have reviewed the billing for this stay and uploaded a copy of your receipt as well. When you booked reservation ********** for 4 nights 06.30.2023 through 07.04.2023 your room rate of 339.00 per night did not include taxes or parking fees. A deposit was charged for one night plus tax and applied to the balance of your reservation.  
  
  The rate of $394.32 per night at 4 nights totals $1577.28.  
  Parking for the 4 nights at $51.00 plus tax $5.26 per night $225.04. 
  Total for the 4 nights with parking and taxes $ 1802.32 
  Minus the deposit on 06.27.2023 of $ 394.32 comes to $1408.00 
  
  I apologize if this was not explained to you during the reservation process. This charge is true to the balance of your stay. I have also updated your stay to your Hilton Honors account earning 15,060 Hilton Honor Points.  
  
   *** *********, I thank you for being a loyal Hilton Honors Blue Member. Again, I want to apologize for the challenges experienced. We appreciate your feedback and hope that you will continue to make Hilton your first choice when traveling as a Hilton Honors member. Please feel free to contact me if you have any questions or concerns. 
  
  Best regards,
  
  ************

• Initial Complaint

  Date:08/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I left my **** headphones in a hotel room, called the hotel to retrieve them and hold in reception for me. They decided to keep them.

  Business Response

  Date: 09/18/2023

  Dear ******************,
  
  I am writing from Hiltons executive offices in response to the loss of your headphones at the independently owned and managed Hampton Inn at **************. I called you a few minutes ago about this and left a voicemail.
  
  The hotels General manager made the following note about this:
  
  "Im [sic] sorry you have lost your headphones. Unfortunately, we have looked everywhere from top to bottom and not find them!!! we are sorry for your loss and the inconvenience this has may have caused you."
  
  Because hotels are not generally responsible for the loss or damage of guests property, I am afraid there is not more we can do in this matter. I regret if this is not the response you hoped for.
  
  With best regards,
  
  ************
  Executive Customer Relations
  GA *********

  Customer Answer

  Date: 09/30/2023

  [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. 
  

  ENJOY THE KARMA.

  Regards,

  ***********************

• Initial Complaint

  Date:08/23/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had booked a double room with Hilton Hotels located at ******************** during the dates of May 26th - 29th 2023. Upon arrival at the hotel, I was told that the specific I had booked was not available; one room with two king beds separated by a barrier. Therefore, the receptionist informed me that I can have an additional room and my total charge will be what I was quoted initially. However, at checkout they charged me an additional fee for the second room. I am asking Hilton to honor their booking with me and charge what they had initially quoted me for a double room. And to refund the additional charge. Please see the attachments: original_charge.pdf - outlines the original charge for the double room I had booked additional_charge.pdf - the additional charge I was told to pay as Hilton was not honoring their original booking, and had mislead me when I checked-in.

  Business Response

  Date: 09/16/2023

  Sent: Saturday, September 16, 2023 12:00 PM
  To: ********************* <*********************>
  Subject: EXECUTIVE CUSTOMER RELATIONS-HILTON LOS ANGELES CULVER CITY-GA FILE *********
  
  Dear *******************************,  
  
  Hello, I hope this Saturday is finding you well. This is ***** with Executive Customer Relations. *************** to your BBB (Better Business Bureau) complaint ********.  
  
  I am sorry that the reservations that you made through a third-party vendor were not clearly detailed in the room type. As this was offered by the third-party as a double King room, this type of room does not exist at the Hotel.  
  
  Upon your arrival at the Hotel, staff did inform you that the room type offered by the third-party did not exist and did not offer to compensate you for the misinformation provided by the third-party booking site. We ask that you contact the third party with any compensation request.  
  
  In the future, we do offer a Price Match Guarantee so if you do find one of our properties at a lower rate on a competitor's site, we will match the rate and offer 25% discount. Please visit Hilton.com/Pricematchguarantee for more details.  
  
  *******************************, thank you for being a Hilton Honors Blue Member and thank you for taking the time out of your busy day and providing feedback.  
  
  Best regards,
  
  ************

• Initial Complaint

  Date:08/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a dedicated Hilton Honors member who stays at Hampton Inns hotels. I had different customer service issues with the Hampton Inn Coconut Creek located **** * ***** **** *, Coconut Creek, Florida. As paying guest I have the right to complain and ask for things to be fixed. Please note I have a witness ****** ******* who can attest to all I am saying. I booked online went to the property August 14, 2023 and **** the manager said I am banned from the property. When I called Hilton they created case # *********. They said I should contact the GM ****** ******, unfortunately she has been avoiding my calls and e-mails. They refuse to give me reason for being banned and in fact **** started to check me in but gave me a dirty look and my witness ***** can attest to that. I want to speak with the owner of the property and the CEO of Hilton because they need to know how guest are treated.

  Business Response

  Date: 09/05/2023

  **************************;to Hilton Only sent an email.
  to ***********************, bcc: ******.******** 
  
  Dear **************,
  
  I hope you are doing well today.
  
  I am responding to your Better Business Bureau complaint #******** about your concerns with the Hampton Inn & Suites Coconut Creek. 
  
  We apologize for any inconvenience caused to you by the hotel refusing to allow you to check in to your stay. As shared with you when we spoke on September 1, the Executive Office is unable to directly resolve your concerns as it relates to the leadership at the hotel and their decision to not honor any future reservations at the property. I hope you understand that we in the Executive Office cannot override the hotel's decision as it is under the purview of to refuse a guest to occupy a room at the hotel. However, we have asked that the hotel's leadership communicate directly with you regarding the matter. 
  
  Best regards,
  
  ****************
  Executive Ambassador

  Customer Answer

  Date: 09/19/2023

  [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: as CEO AND EXECUTIVE OFFICE THIS IS YOUR COMPANY AND THAT HOTEL REPRESENTS YOUR COMPANY. GIVING THEM CONTROL OVER TREATING HILTON HONORS THIS WAY AND BANNING THEM WRONGFULLY IS NOT RIGHT. I WANT A DIRECT TALK WITH THE CEO ABOUT THIS. PLEASE HAVE HIM CALL ME.
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:08/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed at a Hilton Hotel over a year ago and it was one of the worst rooms I've ever stayed in. But that is not why I am filing this complaint. Shortly after staying at the hotel I began to receive unsolicited promotional emails from Hilton. As if my being a guest who paid money to stay at one of their establishments was somehow an invitation for them to disrupt my privacy by continuously harassing me with emails trying to get me to spend more money with them. And here we are over a year later and I have not stayed at a Hilton ever since. You would think they got the message, but no; the unsolicited promotional emails keep pouring in, DESPITE THE FACT THAT I CLICK THE UNSUBSCRIBE BUTTON EVERY TIME. Why are you harassing me? Why are you not honoring the option I am selecting to unsubscribe? Is there something wrong with you?

  Business Response

  Date: 09/18/2023

  Hello *****************,
  
  This is ****** with the Executive Office of Hilton Worldwide. Thank you for speaking with me today regarding the marketing e-mails you received from Hilton Worldwide.
  
  I would like to apologize for the discomfort experienced and the delay in responding to you. As per your request, your Hilton Honors account has been closed. Therefore, you should not receive any future marketing e-mails.
  
  ******************, please feel free to contact me should you have any questions or concerns regarding this matter. Again we apologize and hope that you will give us another try and stay with us in the near future. 
  
  ****************
  Executive Ambassador
  

• Initial Complaint

  Date:08/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a room with a king bed and a sofa bed based on the Hampton Inn own website description of the room. When we arrived at the hotel, we were told that there are no sofa beds in the hotel, and that we only have one bed for all of us to sleep in. The employees said management is aware of the incorrect online description and has not corrected it and continues to fool customers into thinking they’re getting a sofa bed when they are not. They are selling rooms to customers based on the rooms having two beds, then telling them when they arrive that the room only has one bed and that the reservation can't be cancelled or refunded. This is a deceptive, fraudulent, and illegal business practice. A complaint has been filed with Hilton Corporate and the West Virginia State Attorney's Office. Additionally, the room was dirty and not even clean. Manager **** was to give us a refund but she has not and it’s been 10 days. She called us today to inform us that she has decided not to refund the 60,000 points based on the direction of her boss **** *******. The hotel is so bad, they have signs everywhere begging the customers not to give them bad ratings on Hilton’s email survey. Instead of earning good reviews, the beg customers not to give bad reviews. It’s really pathetic. This complaint is being filed against the Hampton Inn franchisee ****** ***** that operates this type of business practice. We plan on taking the appropriate legal action against *** ***** if he does not properly refund the 60,000 points and remove the false advertising from his website.

  Business Response

  Date: 08/21/2023

  Dear **** and *****,
  
  My name is ****, and I am an Executive Ambassador for the Hilton Office of *******************************, CEO. I tried calling a bit ago and left a voicemail message for you.
  
  I am reaching out regarding your Better Business Bureau complaint and recent stay at the Hampton Inn Princeton. Our deepest apologies for the disappointments and experience you had during your time at the hotel. I can certainly understand your frustration that your room type was not what you expected. While I pulled the website for the hotel to see that the description of your booked room type is correct today, I can see clearly from the screenshot you captured days ago that the description of the room type was not accurate at the time of your booking. I am disheartened about this situation.
  
  Our Executive Office works regularly with our hotel management teams and with our Quality and Brand Management Teams to address service and quality failures at our properties. Please be assured that I will be sharing your feedback directly with the hotel and these teams so that we can address and resolve the concerns you have mentioned. Because of your disappointments, I would like to offer a full refund of your 60,000 Hilton Honors points used for these reservations. I have submitted this refund of your account today and you should see the points officially posted within 24 business hours.
  
  **** and *****, please once again allow me to reiterate our unreserved apologies for the disappointment caused during your visit. While I wish this had not been your overall experience with the Hampton Inn and your stay at the hotel, I would like to thank you for making us aware of this matter and thank you for loyalty to Hilton.
  
  Best regards,
  
  ************
  Executive Ambassador

• Initial Complaint

  Date:08/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My room had bedbugs. No management was there. Desk help was not trained to handle problem. We where moved to another room and she was told that a mangerbwould call me on Monday. I was not called. I called while at the Dr because of bites and reaction to the room not being properly cleaned. I spoke to a **. ********* she was going to text me from her cell phone so I could send her pictures. She never did. After 12:30 pm I could no longer reach anyone by phone.

  Business Response

  Date: 08/31/2023

  Hello *******, thank you for taking todays telephone call.
  
  I am grateful for time allowed to review the Executive escalation surrounding this stay. After careful consideration of this case's details and previous correspondence, I have resolution related to the customer care portions of this Executive Customer Relations file. Thank you also for understanding our offices are not a part of the safety/security concerns expressed.
  
  The refund check is set up for a 30-business day delivery, about 46 calendar days. Keep an eye on the U.S. Mail for a small nondescript envelope.
  
  Arriving separately within a similar time, also in the U.S. Mail, are two [2] DoubleTree Be My Guest certificates.
  
  I am humbled to handle this inquiry for you. All of us appreciate your feedback and hope that you will continue to make Hilton your first choice when traveling.
  
  Best Regards,
  
  **************

  GA *********

• Initial Complaint

  Date:07/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed in the Hilton by ****************** in St. Louis Missouri and we checked in at three. They said they would text me at 4 during checkin time. They did not text me. At six, after missing my meeting, I stayed in line and they finally got my key. Inexcusable. Then I received a know on the room to check out at 8:00 when we do not have to until 10. I was very mad. I would like all my Hilton points given back.

  Business Response

  Date: 08/26/2023

  Hello ******,    
  This is ******, from Hilton Worldwide Executive Customer Relations, writing in reply to a Better Business Bureau complaint related to your stay at Hilton St. Louis at the Ballpark in Missouri. 
  
  What you describe is not the arrival we had planned for you, our valued Gold elite Hilton Honors member. The scheduled arrival time for your reward night was 4 p.m., and checkout time was at 11 a.m. the next morning. The details of your Better Business Bureau complaint say that you were asked to check out at 8 a.m. I do not have more details about this. Your feedback has been taken seriously to ensure any corrective steps can be taken to address the issue on site.
  
  Nobody likes to stand in line! I am sorry you spent the time you mentioned awaiting your room key assignment. Our your next visit I suggest engaging with the popular Hilton Honors Digital Key on the Hilton Honors app. It helps you get directly to your room and open the door with your mobile device, bypassing the front desk on many arrivals.
  
  ******, thank you once more for being a Hilton Honors member. After careful review of this Executive Customer Relations file, and in response to all issues raised in relation to this matter, I can added points to your account.
  
  We strive to provide our guests with outstanding service and a unique experience. Your comments will allow us to improve the service offered to our valued guests. The refund made is a fair and complete resolution to the concerns expressed.  
  
  In closing, I thank you for bringing this matter to my attention and allowing our office to follow up. All of us working within the Hilton Portfolio of Brands look forward to seeing you again very soon!  
  
  Best Regards, 
  
  **************

  ** ********* 

  Customer Answer

  Date: 08/31/2023

  [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

  Date:07/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hilton Garden Inn in Athens, GA falsely advertised a pool amenity on *********. When I asked the hotel staff to cancel my reservation immediately, they refused and said I had to deal with ********* although Hilton Garden Inn (Athens) has the responsibility to update their information with their 3rd parties to prevent falsely advertising amenities. I was bamboozled as I would not book the hotel if I knew there was no pool amenity. Also, the shower was broken causing the bathroom to flood. This is a health hazard and liability. I booked this room for my mothers birthday and she was in her nightgown but we were forced to send an engineer before we could change rooms. The floors were so dirty with what is probably black mold and another health hazard for guests aka potential liability. Your feet will turn black if you go barefoot on their carpet in the room. This clearly shows that the hotel is allowing customers to stay in rooms that are not properly prepared resulting in multiple health hazards. I would like to see why Hilton Garden Inn in Athens, GA is falsely advertising and refusing to believe their guests word initially forcing them to potentially be harmed in hazardous conditions caused by poor cleaning and water damage cause from broken appliances. Thank you.

  Business Response

  Date: 08/18/2023

  Good afternoon ***************************,
  
  I am contacting you from the Executive Offices of Hilton regarding Better Business Bureau claim ******** Hilton Garden Inn Athens Downtown in Athens, Georgia. 
  
  My sincere apologies for falling short of our commitment to extend a rewarding experience due to the shower flooding your room and the dirty carpet in the alternate room provided by the hotel management during your stay. You mentioned selecting the location due to the information that the hotel had a pool which they do not. Please know Third-party vendors have no direct affiliations with Hilton, and the information they provide may be incorrect. Please use our website for verification of the amenities our properties offer.
  
  After a careful review of your case and in response to all issues raised concerning this matter, we are happy to offer compensation for one night of your visit by check in the name of the registered guest. Please allow thirty business days to receive to their verified mailing address. Thank you for contacting the Executive Offices and allowing us to assist.
  
  **********************
  Executive Ambassador

  Customer Answer

  Date: 08/23/2023

  [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,
  
  ***************************