528 Customer Reviews
Sort By
- Date
- Highest Rating
- Lowest Rating
Review from Robert R
1 star07/17/2024
There was a hurricane in ********* ***** 7/8/24. Was set to vacation there so I called them on 7/9/24 To ensure the hurricane would not interfere in our vacation. They said it would not. On 7/14/24. my wife 10-year-old daughter Wife and I drove 15 hours from ******** to discover our hotel reservations have been canceled and the city was without power, etc., and our third-party provider refuse to take responsibility. See a third-party provider not wanting to help but Hilton worldwide is a massive corporation who claims they truly care for their honors members and wants to ensure that their family has a great vacation. They have not done so.Review from Greg D
1 star07/15/2024
We paid for our reservations for two rooms in advance. However, when we arrived at the hotel, the front desk clerk informed us there were no rooms available. She admitted it was her error. (To provide context, we had driven more than 5 hours and were exhausted when we arrived. My 82-year-old mother, who was traveling with us, was very stressed out about this situation as we had to wait in the hotel lobby for hours. The hotel clerk, who had been left to work the shift alone, was scrambling around. It was chaos. Management should have never left this clerk alone during the busy Memorial Day weekend.) After sitting in the hotel lobby for several hours, we were finally provided one room. The front desk clerk, who was working alone, did not have a second room for us. She stated that there was a vacant room, but it would need to be "deep cleaned" because a medical emergency had happened in that room earlier that night. The room next door was available. However, that room was not clean, and housekeeping had already left for the day, so she (the front desk clerk) would have to try to clean the room herself. When we were finally given access to the room (hours later), we discovered it had not been properly cleaned, and the bed-sheets were in disarray. The next morning, the manager apologized and acknowledged that it was her fault for taking off work that day and leaving the front desk clerk alone at the hotel. The manager also stated that we would receive a full refund for both rooms since what had happened was the hotels responsibility and it was not acceptable that we had to go through that, and she would check with the general manager to add additional Hilton Honors points to our account (in addition to the full refund). We left the hotel, believing the issue had been resolved, but later, we received a phone call, in which the manager we had met with during checkout stated that she had tried but was unable to give us a refund because we had prepaid for the room.
Hilton Worldwide Response
07/18/2024
Dear **************************,
Thank you for speaking with me today about your concerns.
Allow me to reiterate our apologies for your dissatisfaction following your visit. As requested, I processed a refund check for both rooms, delivered by **** to the address I verified with you on the phone. Please allow up to 45 days to receive. I also removed the Hilton Honors points from your account, as we are providing a full refund instead.
We thank you for bringing your concerns to our attention. Please continue to be safe when traveling and stay well.
Best regards,
************
Executive Ambassador
Executive Customer Relations
********************** Reservations & Customer Care
***********/**************************Review from Wade B
1 star07/14/2024
I have had frequent problems with this company and their associate/sister chains. From delays in sending communication, promising refunds and only giving points, or flagrantly lying and not truthfully reporting content from recorded calls. I tried rendering two certificates of comp'd stay in which they offered as a compensation for now more than $5,000+ that I have now invested in this company and both have not been accepted leaving me to PAY for stay or having some unforeseen fee added to my stay. I strongly suggest staying away from Hilton all together. I am actively seeking a full refund of the $5,000+ I have invested in this company since March of 2024 and pray to God justice will be served!!! This is legal theft!Best,*************************Review from Jonathan S
1 star07/14/2024
I was charged twice for my stay at the ***** well I told **** this wasnt correct and he assured me it was fine and money will go back to card! Checked out still being charge **************************************************** walk out paying an outrageous amount! Told her I already pre booked and I was charged twice, she fixed the problem but I have to wait 10 business days for a refund! This is ridiculous and I should be compt a room!Hilton Worldwide Response
07/16/2024
Dear ***
Hello, I hope this email finds you well. This is ***** with Executive Customer Relations. I am responding to your BBB ******. I will be happy to offer assistance and address your concerns, but I will need some additional information so that I may be able to assist you. I have been unable to locate a reservation under your name.
Kindly provide the details needed to resolve your concerns.
* Name on the reservation-
* Hilton Reservation Number -
* Hotel Name
* Date of Reservation
* Hilton Honors Numbers (if applicable)-
Thank you for taking the time to share your experience. I look forward to assisting you with your concerns and your reply.
Best regards,
************Hilton Worldwide Response
07/20/2024
Good afternoon,
On July 15, 2024, I sent an email requesting the following information which we require to find the guests reservation and address the concerns they raised in their complaint. I followed up with emails, 07.15.2024, 07.16,2024, and final 07.19.2024 which repeated the request for as much of the following information as possible:
The Hilton reservation number
The name on the reservation
The name and location of the hotel
The check-in and checkout dates
The number of any Hilton Honors account on the reservation.
I do not appear to have received a reply to the emails. Accordingly, we have had to close our files on this matter. If the guest still wishes for us to resolve their complaint, please ask them to reply to either of the emails I sent or to contact **************************************************************** with their complaint and as much of the information I requested as they can provide.
Here the key is the granular detail of what information we need to resolve the case. In some cases, the BBB will write to the guest offering to resubmit their complaint with the stay details if the guest sends those details to the BBB.
Best regards,
************Review from Scott B
2 stars07/13/2024
Stayed at the *********** Convention location owned by Hilton on Friday 07/12/2024. We had booked room in advance online.We entered property via car and found a pay for use parking lot. The extraneous ***** fee for parking amount to a pure cash grab. No security and no warning prior to stopping at desk with gate ticket. Typical corporate and ******* hidden charge.We then entered our room on 3rd floor and found AC was off. It only turns on after card added to wall socket. So an almost 100 degree summer day and no cool room to settle into. We then noted the toilet running with a loud swoosh every 6-10 minutes. Something was leaking. Call to maintenance appeared to over quick resolve. Nobody showed. We went down and told he would arrive soon. Almost an hour later we departed leaving room to be entered unattended. They would not assist properly and change room. All our valuables and shopping items were open for staff and precious items had to be repacked in car to avoid any loss. Finally we asked for District Manager contact and only given Hilton Guest Service number. It took 22 minutes before Hilton picked up on a Friday evening. They did nothing more than call hotel and get update. Room was being entered unattended to repair. All resolve showed a lack of ***************** lack of any real empathy, and showed the Hilton Member experience is shady and uncaring.Hilton Worldwide Response
07/16/2024
Sent: Tuesday, July 16, 2024 6:32 PM
Subject: EXECUTIVE CUSTOMER RELATIONS-***************************** AREA-GA FILE 212508425
Dear C,
Hello, I hope this email finds you well. This is ***** with the Executive Customer Relations; I am responding to your BBB (Better Business Bureau) review ****** about your stay July *****, 2024, at the **********************************. I am sorry you missed my call; I did leave a voicemail.
I apologize for the toilet running, which was repaired while you were out and the **** not cooling your room properly, I can understand your frustrations and we are sorry this was your experience. Rest assured; we are committed to resolving your concerns.
Upon reviewing your concerns, regrettably, the hotel did not have another room available to move you to, which would have been the ideal scenario. We thank you for reporting the running water, thankfully it was a repair that needed to be fixed quickly.
The parking fees are displayed on the hotels website and the Hilton Honors APP. You may view this information under the hotel information heading.
The hotel is energy efficient, while it may seem, the room did not have any climate control when you entered it was working at the standard to maintain coolness throughout the property.
As a gesture of goodwill, we have awarded X** Hilton Honor points to your account, you should be able to view these points within the next 24 hours.
Ms. BXXX, we realize this will not undo the inconvenience caused to you. We do hope it will someway go towards making amends and reaffirming your confidence in the hotel and our commitment to our guests.
Thank you for being a Hilton Honors Blue member and we look forward to your next stay.
Best regards,
************Review from Inishca G
1 star07/11/2024
I am filing a complaint because I stayed at the ********, **, hotel from June 28th through July 3rd. I immediately noticed the hotel rooms needed to be cleaned, but we were there in ********, **, to handle business. And I've always been comfortable staying at the Embassy Suites. Even though the hotel was fairly quiet and empty, it was challenging to get our rooms clean during our stay. Even when they did clean it, they did less than the bare minimum, meaning they didn't clean the toilet, bathtub, vacuum floors, mop, or wash down surfaces. Unfortunately, the cleaning staff did a poor job. We notice this is an ongoing problem with your reviews.While there, we noticed my husband got a little rash on July 1st, but we ignored it. As we got home, we noticed that the rash started to spread, and my mother and I also developed the same rash. We went to our health provider and found out that we had contracted scabies. This was concerning because the only place we were all together was at the hotel, and we did not share rooms. We had not seen each other since check out; we have at-home jobs and stayed at different locations. There's nowhere else we could have all contracted this other than at the hotel. Even before we found out we had scabies, I had already shared feedback complaining about how dirty the rooms were and how hard it was to get them cleaned. In my 6 days of stay there, my room got cleaned twice. I was told by a representative at the front desk that you guys clean rooms every 3 days, which is disgusting and ridiculous.I am in communication with *********************************, the general manager there. I shared documents from the health department about scabies and hotels, our doctor's diagnosis, and our images of the breakout.However, I would like to get this resolved quickly.Hilton Worldwide Response
07/16/2024
Dear **************,
I hope this email finds you well.
My name is ****, and I am responding from the Hilton **************** to your Better Business Bureau Review #****** regarding your stay at Embassy Suites by Hilton ********. We apologize for the delayed response to your review and greatly appreciate your patience.
Allow me to reiterate our apologies for any dissatisfaction felt following your visit. We aim to offer our guests an outstanding experience, and we deeply regret falling short of your expectations due to the cleanliness issues with your guestroom. This is certainly not the high standard we expect for our valued guests, and we apologize for the inconvenience to your family.
I submitted your feedback to the hotel via Guest Assistance case #********* for their review and response. General Manager ********************************* communicated that your concerns were forwarded to the hotel's insurance company, who will contact you directly. This property is independently owned and operated. Hilton does not own, operate, or control the day-to-day operations of this hotel; hence, matters of safety and security follow strict corporate guidelines for handling at the property level.
While we adhere to corporate policies, we care about our guests and their well-being, and I appreciate you sharing your experience with us via the Better Business Bureau.
Best regards,
************
Executive Ambassador
Executive Customer Relations
********************** Reservations & Customer Care
***********/**************************Review from Jaden C
1 star07/11/2024
I stayed at the Canopy Hotel in ****** on July 4th and 5th 2024 and the service was terrible I was charged a parking garage fee for a parking garage I did not use. They asked if I was going to use the parking garage and I told them "NO and they still went forward and charged me for the fee. I contacted the Supervisor and he said he would resolve the issue and has still not gotten back to me and even put me on hold for an hour over an inconvenience they caused. As of today the charges still have not been refunded.Hilton Worldwide Response
07/13/2024
Sent: Saturday, July 13, 2024 7:27 PM
To: XXXXX
Subject: EXECUTIVE CUSTOMER ****************************** *********************-** FILE 212201052
Dear JXX
I hope this email finds you well. This is ***** from the Executive Customer ***************** I am responding to your BBB (Better Business Bureau) review ****** about your charges for parking at the Canopy *********************. I am sorry that I did not speak to you tonight due to the late hour.
We understand your frustrations about the parking charges on your credit card. We are here to assist you.
We have reviewed your concerns and have spoken directly to the hotel. They have stated you have been advised that the charges did not come directly from the hotel but with the third-party parking company ***. The information for the Valet Manager ********** also been provided.
We would encourage you to contact the *** Valet Manager to ensure a refund of $XX.
JXX, thank you for being a loyal Hilton Honors Blue member and bringing your concerns on this important matter to our attention and offering us the opportunity to address them directly.
Best regards,
************Review from Amrith K
1 star07/10/2024
I made a reservation at Embassy Suites, *************** (**********************************************) on 5/18. During the reservation process, I looked for any information about the location, and reviews. Reviews were positive, and there was no indication of ongoing construction. The booking site (I booked directly with hilton.com) gave no indication of construction during our planned period of stay - less than a month after we made the reservation, in a high travel, holiday week.You have been having some construction work going on, and you provided no indication of this during the booking, during the room selection processes. At checkin, all you presented was a note that "you may notice that there will be workers on the exterior of the building between the hours of 9am and 5pm, Monday through Friday. Please be sure to close the curtains if you would like to maintain your privacy".What you didn't mention that this was construction work with jackhammers and a lot of noise.The noise began promptly at 9am on Monday. On Monday I called and tried to speak with someone but wasn't able to. I called again on Tuesday and was told that the manager wasn't there yet. Finally I received a call on 7/2 at 12:29 asking that I call the office back. I was told to call (number) which I did at 4:32pm. By that time the person who called me had left, and I spoke with another manager.That person apologized for the noise and said that they were granting all guests a credit of $30 per day of inconvenience and they would waive the room upgrade fee ($16). I told him that this was insufficient because I was forced to leave the room for 8 hours on Monday and Tuesday as the noise was unbearable. I have videos if you'd like to hear it.I emailed DEEFL_EC (at) hilton.com as requested, in response to ****** review, and I haven't heard back.Hilton Worldwide Response
07/13/2024
Sent: Saturday, July 13, 2024 5:11 PM
To:
Subject: EXECUTIVE CUSTOMER RELATIONS-MORE ********************************** **********************
Dear A
Hello, I hope this email finds you well. This is ***** with Executive Customer Relations. I am responding to your BBB ******. I will be happy to offer assistance and address your concerns, but I will need some additional information so that I may be able to assist you. I have been unable to locate a reservation under your name.
Kindly provide the details needed to resolve your concerns.
* Name on the reservation-
* Hilton Reservation Number -
* Hotel Name
* Date of Reservation
* Hilton Honors Numbers (if applicable)-
Thank you for taking the time to share your experience. I look forward to assisting you with your concerns and your reply.
Best regards,
************Hilton Worldwide Response
07/16/2024
Sent: Tuesday, July 16, 2024 3:43 PM
To:XXXX>
Subject: Re: Re: EXECUTIVE CUSTOMER ******************************** ********************** AND SPA-GA FILE 212484012
Dear MXXX,
Hello and I hope this email finds you well. This is ***** with the Executive Customer Relations; thank you for responding to my request for more information regarding your stay at the Embassy Suites ******************************, June 30- July 07-2024.
We regret the unforeseen repairs that were completed during your stay; this was not the exceptional experience we want for any of our guests.
While reviewing your concerns, the hotel did make it right during your time of stay with a discount applied each night and waiver of the upgrade charges. Regrettably, the General Manager was not available to speak to you due to a family emergency.
As a gesture of goodwill, we have awarded X** Hilton Honor points to your account ending in XXXX, you should be able to view these points within the next 24 hours.
M, while we appreciate this may not be the outcome you had hoped for, we feel this to be fair and reasonable compensation due to the noise from the unexpected repairs.
Best regards,
************Review from Ian C
1 star07/10/2024
I am so disappointed in the business practice of Hilton. Let me first start saying i understand why they have a the 24 hr rule where you cant cancel 24 hrs ahead of time. There are good reasons for that. The problem comes in when there is a honest mistake in booking with the wrong hotel in the wrong city. I was searching in ****** and found the place me and my family wanted to stay. I then clicked on the Hilton website link from that location. I figured the site would know which location and i just started booking it. Come to find out it booked me 2 hrs away in a different city. I am not saying this is Hiltons or their websites fault. The day of I pull up the location so we can head down to the hotel and check in. That is when i realize it was not the same city. I call in and the hotel cant do anything about it and then i call corporate. They also say to bad can do anything. That is where I have a problem. They can do something about it but they are choosing not to. I just wanted to transfer to another city. They will still get my money. They act like there is no one higher up i can talk to and just say to me you will have to pay for it. That is what i find unacceptable, i am still trying to stay at a Hilton. There has to be exceptions for this type of mistake, i was not just cancelling. So they took all my money, I was left looking for another hotel in the city i was in with my family. This is just bad business practice to make sure you get the customers money no matter what. They did not try to help us out. And the fact that the corporate office could not provide a solution, just shows there is a break down in the management structure. I just want my money back or towards another stay at a hilton hotel.Hilton Worldwide Response
07/13/2024
Sent: Saturday, July 13, 2024 4:42 PM
To: XXX
Subject: EXECUTIVE CUSTOMER RELATIONS-BOOKING ERROR -GA FILE *********
Dear *************;
Hello and thank you for your kindness during our call today. This is ***** with the Executive Customer Relations; I am responding to your BBB (Better Business Bureau) review ****** about your reservation that was booked in the wrong location.
Thank you for sharing your frustrations with the reservation that was accidentally booked in the wrong city and could not get it cancelled since it was reserved for the same day. We are sorry that this was your experience.
At Hilton, we strive to exceed our guests expectations, and I apologize that we did not do so on this occasion. As a gesture of goodwill, a refund of $ X** has been processed. This will be mailed to the address verified on our call X** X** Please allow 30 days for processing and delivery.
Mr. CXX we appreciate your loyalty as a Hilton Honors Blue member and look forward to welcoming you back in the future.
Best regards,
************Review from Amanda Z
1 star07/09/2024
I stayed at Homewood suites in *********** on ************************************* and very disappointed they were price gouging charge $65 for parking . Check in July 5-8 . Treated different because it was the Essence Festival a Black event, Stay there in April for the French Quarter Festival and was charged $45 for parking. TWO big events different pricing wow. Im reporting yall and the general manager for price, gouging and discriminating, because it was a black event
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.