Hilton Hotels & Resorts Arvostelua 437

Booked a none refundable stay, as a nice getaway and trip around Scotland. Unfortunately, I had a family emergency and personal crisis, which meant I'm now unable to go on my trip. Called around the other hotels I booked, explaining the issue, no bother, got my money back. But the service I received from Hilton was downright disgusting and degrading.
First I called, no answer for 5 mins straight, it would ring out. If you call the call centre, they say they can't help and tell you to try the hotel desk. Still couldn't get through. I did the online chat, 2 hours later, they told me there's nothing they could do. Despite the circumstances. I asked if there was a solution we could agree. But they ignored me. I asked for the complaints procedure and was denied.
I called the call centre again, they put me through to a supervisor who I had the displeasure of being on hold for about 20 minutes of our phone call. Reiterating there was nothing they could do. I again asked for the complaints procedure and I was straight up denied as "It's policy, so your complaint is not valid". I told her it was not up to her to decide if my complaint was valid, that's what the process is for!
At this point I had lost my patience and getting nowhere.
I called back and asked for the complaint procedure, finally I was given it, and it's been sent to the hotel manager for consideration. But seeing how the last 3 hours have gone, I'm not even expecting a reply.
Absolutely shocking behaviour to a vulnerable customer, going through extraordinary circumstances. I will make it a point to never stay in a Hilton hotel ever again!!!

They are obviously used to getting negative reviews. Booked a room and requested a free cancellation at least 3 days before arrival date. Just refused blank. Wasn't even interested in a reason... Will never use them again

Tried to make reservation online today, website did not respond. Then phoned and spoke to someone who did not speak English as first language, asked for room for single night gave me price for room for 4 nights. I ended call. Using foreign call centres is not good customer service and lost business.

i normally think this hotel is ok -this time not so -rats /heating not working in january /noisy room -lift shaft /phone in room not working /blue badge difficulty accessing car park in the rain .i have given feed back and client services said they would come back -but nothing

Hilton Garden Inn Guanacaste Airport in Costa Rica charged us twice for the stay - now two months later it has not been possible to recover the full payment. Contact is impossibly difficult with very lengthy reply times - if any reply at all. Not worthy of the Hilton brand.

Kort na onze boeking bij Hilton Dusseldorf kregen we daar even spijt van toen we alle slechte recensies lazen (over gedateerde kamers waar van alles stuk was en ongeïnteresseerd personeel), maar de kamer was inmiddels prachtig gerenoveerd en het personeel heel vriendelijk. Ook het uitgebreide ontbijt was een feest. We vonden alleen de badkamer wat klein (maar wel praktisch ingedeeld). Verder moesten we tot onze verbazing €6 toeristenbelasting bijbetalen, maar toen we de volgende dag lieten zien dat dit al in de totaalprijs (bij Voordeeluitjes) zat werd dit zonder morren teruggestort.
Kortom, dit hotel lijkt een serieuze herstart te hebben gemaakt.

Hilton Sydney. Utter disgrace. Room not as ordered. Refused entry to breakfast room. Several room faults not rectified. Duty manager a smarmy idiot. Did not want to know

I stayed at the Hilton in Managua and contacted the hotel 1.5 days after departure because I recognized I had left my AirPods in the room.

For several days, the hotel did not respond at all, despite repeated attempts via Booking.com, multiple official email addresses and the hotel’s own Instagram account. Only after escalating the issue to Hilton’s global social media team did I receive a response.

At that point, Hilton Global informed me that the hotel had confirmed the AirPods were found. Shortly afterwards, the hotel contacted me stating the opposite – that they had not been found. This contradiction was never clarified.

Rather than acknowledging the delayed response and confusion, the hotel later insisted that I provide digital proof of the AirPods’ last location. This was technically not possible and, more importantly, is an unreasonable expectation. Lost property such as jewelry, watches or other valuables cannot be “digitally proven” either.

Ten days later, the hotel stated they were “looking”, when any meaningful lost-and-found process was already no longer realistic. Then, they offered me Hilton honors points as a compensation, which is from my point of view not appropriate because I will and cannot make use of them.

The refusal to take responsibility for the service failure and the attempt to shift the burden of proof to the guest fall well below Hilton’s expected service standards.

Unfortunately, have had a really negative customer service experience with this Hilton hotel. Was due to check-in to the hotel for one night on 20 December 2025 but was unable to do so due to a domestic emergency. Notified the hotel at 3am on 21 December 2025 about the situation through Hotels.com and all I got back from Ben (Deputy General Manager) and Toma (Internal Reservations Manager) was a series of excuses to refuse a refund or provide credit for a future stay. Hilton Customer Services were notably also unhelpful on this occasion. Therefore I’ve now filed a chargeback claim with my bank as this busy Hilton hotel did have 9 hours to sell the room to someone else. What amazed me is the “money grabbing” culture and aggressive profiteering apparent at hotel. Other leading hotel chains like the Premier Inn do things much better as at least they offer credit towards a future stay in the same circumstances rather than take unfair advantage of a customer’s personal situation. Not impressed by this hotel at all and its substandard, clinical and detached approach to customer services by managers: does a multi-billion pound corporate entity like Hilton really need to treat consumers like this??!! All sorts of ethical issues are raised by their corporate conduct and unfair terms and business practices. Will opt for the Sofitel hotel next door to the Hilton in the future. Good customer service is always a big priority for me and even without actually being inside the hotel it’s fully apparent that this hotel does not treat their customers fairly and in line with the Consumer Rights Act (2015). In fact customer service is non-existent at this Hilton hotel. Takes ages to get through on their phone and this is a Hilton ‘franchise’ and not the real ‘Hilton’ experience that people might expect. Buyer beware!!

I have been a Hilton Honors member for many years, so I know how customer service used to be from Hilton. Over the past couple of years their customer service has become dire, with off shore service centres where staff can't understand English and obviously read from a script, to a higher Guest Assistance who, no matter how wrong they are, will not admit to making mistakes or offer a solution. We were already thinking of leaving Hilton after the Canadian hotel we stayed in a few months ago overcharged my credit card by £3000 leaving us with no spending money on our holiday, which was not resolved until after we got back. Again, trying to get Hilton to admit they were wrong.
The final straw with Hilton has been recently where I used online chat to book a further stay in 2 Hiltons in Canada, during which I was given the wrong rates. Even though I have copies of the chat transcript which shows Hilton reservations getting it wrong, Hilton itself will not admit liability. This has cost me another couple of thousand pounds.
I even emailed the CEO but no reply!!
Lets face it, Hilton can no longer provide customer satisfaction and there is no loyalty anymore.
We have had enough lies, fobbing off and bad service, so I am deleting my account with Hilton and will never stay with them again.

I have been at the Hilton Birmingham Metropole with our gorgeous Christmas Party this week and our event was lovely but my experience was very bad at the hotel. First of all, we were a group around 800 people therefore we had a dicounted price on our rooms. All my colleagues have had modern rooms with superking size beds and decent bathrooms. For some reason, I have no explanation why, they did not treated me fairly. I paid the same price as my colleagues, who had twice size of the room that I have had and much more comfortable and modern rooms. They gave me a room with an uncomfortable single bed, no doors in the front of toilet, no tea or coffe nor a kettle in the room and even the ironing board was falling to pieces. The reason why I didn’t went to complain is becouse i had no time. I had to get ready for our event and just when I thought it could not get worse I observed on the walls some dirt wich I really don’t even wanna know what it was… The evening which supposed to be a treat at the end of the year in a beautiful and cozy hotel room become very unpleasant experience and I could not wait for the morning to leave this place. The most upsetting part it was that it was no fair treatment, I did paid exact the same price as my colleagues and my room was much much more poor than the others and I cannot forget the dirty wall.. worse experience I’ve ever been in a hotel
Do not recommend!!!

Tried to book a room at Hilton Nottingham and when I checked the listed price was £208.05. I noticed that Hotels.com had listed the same room for £180, and had noticed on the Hilton honours website about the price match guarantee. I sent the details to the price match team and was told that the rates at Hilton were less that hotels.com, (£180 for hotels.com and £170.68 for Hilton. I went back to the website and the prices had changed. The Hilton price was now £180, So I re checked the Hotels.com price too and now this was showing £156. I took a screenshot and sent this over, but this was not accepted as proof because it showed me "logged in". I had this reply -

"The rate the agent was the Hilton Honors rate. The price was 170.68 GBP when she reviewed the claim.. I have reviewed the claim again and I am still unable to locate the lower rate with the same terms.

We examine the screenshots provided by our guest, we always make sure that the following information is provided on the final booking page with the name of the mentioned 3rd party website, the name of the hotel, arrival/departure dates, room type, number of guest, rate with tax in the Hotel’s local currency, the cancellation policy with deadline date, and the rate conditions (such as flexible or pre-paid/non-refundable).
Your mobile screenshots does not show the name of the third party, does not show the cancellation or payment polices. Please keep in mind the lower rate must be available without a membership or log in requirement. " I decide to book the hotels.com before the price changed. I then sent the pricing proof to Hilton to confirm. They would not accept the receipt as proof....they replied with this - "The third party itinerary/confirmation page show the account is logged in which means the rate is not publicly available. Keep in mind, we are unable to accept the 3rd party itinerary/confirmation page as proof of a lower rate. And although we appreciate you sending over additional information, per our Terms & Conditions, approvals will be based on the rate we are able to verify at the time the claim is processed. Our Price Match Guarantee program offers a fair and consistent opportunity to all when qualifying conditions are met. Not all cases meet the conditions outlined in our Terms & Conditions, which is the case with your claim at this time.

Our reason to decline your claim still stands and we will not reconsider any further. "

so - long story short - check pricing elsewhere, even if you are a Hilton honours member. They will over charge and deny any claims for price match for silly reasons that I cannot understand. I can verify the pricing within 5 minutes, they cannot.

Booked a lovely queen room to turm up and be told they had over booked, shipped me an hour across london where i got a single box room (store cupboard) that was filthy. Absolutley terrible when paying 295 per night. Refund or compensation refused they said i could have a cookie. I will never stay in a hiton again

Hilton Garden Inn Birmingham Airport
Booked a night stay at this Hilton hotel. Check in fine, location good and room terrible. Firstly the room condition was extremely poor, worn and very dirty carpet. Sharp metal grippers nails sticking out of the carpet resulted in me cutting my foot. Reported to reception and was offered a blue catering plaster. Upon return to the room we noticed the bed pillows were very small and flat. Looked in wardrobe for additional pillows. They were very worn, dirty and no pillow protectors. A closer look at the pillows on the bed and the pillows had what looked like bodily fluids. Asked for replacement bedding and was delivered two pillows that were no better than the ones in the room. A closer look at the room and the carpet was all stained,.sofa was dirty and lamp shades either broken or dirty. Tried to report this to the duty manager and response was to return to his office and closed the door. Only two staff on duty at night, one had only worked there for there weeks and the other three months and didnt know what to do. We were only staying for a few hours as had very early flight. Turned the lights off and could see the corridor lights shinning through the gap in the door and frame. Also power kept tripping in the room. Hotel manager was not really concenred and area manager no better really as when I said I would report to fire safety officer at Birmingham Fire Brigade,.she ultimately said I should do this. One very important this here is that the hotel is branded as a Hilton when in fact it is a franchise owned by Aimbridge.com....
They should abide by Hilton standards, but they clearly do not. Guest beware staying at this hotel !!

We stayed at the double tree hilton in Dubai. The staff - mama Naila and team Rasool, Bilal and Calays, took very good care of us. The breakfast was splendid and we had a lovely stay.

Tempo hotel New York. DO NOT STAY HERE! Great hotel, great location but you will be denied an invoice at check out, then be hugely overcharged. Customer service is atrocious. They ‘can’t find your booking’, despite providing evidence. Numerous emails where they just time waste, hoping you’ll give up. They don’t even deserve 1 star but I can’t give less.

Spark by Hilton in London ist eine reine Katastrophe! Das Zweibettzimmer kann nur von einer Person genutzt werden außer die andere Person kann über die erste Person fliegen.Sollte man sich zwischen Wand und Bett irgendwie durchquetschen können, muss man davon ausgehen, dass man den Fernseher kaputt macht. Die Fenster sind nie geputzt worden, denn man kann nicht durchschauen. Die Vorhänge sind schmutzig, das man diese lieber nicht anfassen möchte. Handtücher zerfetzt und löchrig. Nur an einem Bett ein Nachttisch obwohl es angeblich ein Zweibettzimmer sein soll, wo man aber nicht zum zweiten Bett durchkommt.
Badezimmertür möchte man auch nicht anfassen.Man kann keine zwei Koffer im Zimmer unterbringen und öffnen.
Der Manager D.P. ist seiner Position nicht gewachsen.
Ich würde jedem empfehlen egal welches Hotel in London zu buchen als zu denken , dass nur weil „by Hilton“ angegeben ist, dass Hitel etwas besser sein sollte. Es ist KEIN bisschen besser. Ich erwarte eine Entschädigung und Rückerstattung.
Zudem konnten wir wegen dem ganzen miserablen Zustand nicht schlafen. Mein Sohn ist fix und fertig und hätte frühzeitig ins Bett gemusst.
Keinesfalls das Spark by Hilton in London buchen!!!!

Thsi review is about the Hilton Hotel in Malta.

By far the best hotel we have ever stayed in – truly 5 stars!

Firstly, thank you. We would like to warmly thank all staff, as every individual we interacted with was phenomenal.

So, to give context – I’m kind of fussy. I’ve travelled extensively for 20+ years with business, and this has resulted in many disappointing personal holidays, as I want and expect a certain level.

When booking holidays, “5 star” clearly means different things to different people, or different locations. Therefore, we knew we wanted to visit Malta, and made sure we did our homework on location and hotel beforehand.

Firstly, location. St. Julians is excellent. Nice restaurants, good bars. If you are younger and enjoy a thriving nightlife, then you have Paceville a short walk away. We wanted a more “resort feel” whilst still being close to stuff – this hit the nail on the head. Transport links are excellent and only a stroll from the hotel.

Regarding the hotel – faultless! We actually spent much more time in the hotel than anticipated. Pool great, general SPA and course available were fab, and the paid SPA services were excellent. The Thai restaurant in the hotel was simply awesome. We ate there on the first and the last night.

We secured a room with lounge access. WOW!!! What a lounge! I’ve been a loyal IHG member for 25 years and this exceeded any executive lounge I’ve been in. Breakfast was awesome, drinks throughout the day, afternoon tea with cakes and sandwiches every day at 15:00 and an open bar for two hours each day from 17:00! & not just one or two drinks – everything!

Regarding staff, a sincere thank you. From room cleaning, daily turn-down services, front of house to concierge – wonderful. & then, a special thank you everyone in the executive lounge – you made our holiday!

Never been one to return to a place previously visited, but this has changed the game and we can’t wait to return.

See you in May!

Hilton is always way cheaper on competitor websites. I wanted to book direct, but booking on hilton.com was £50 more expensive per night. I used their price match guarantee, but they rejected it, as their competitor price (which was £50 cheaper) also offered me to cancel for free until 1 day before, which they didn't. So not only was it cheaper to go elsewhere, I got free cancellation too. And Hilton rejected me wanting to book direct over this policy. I imagine their customer service have been told to reject any customer wanting to book directly.

Hilton Hotel East Midlands Airport - do not give them your card for prepayment even for just the car parking. They will double charge you not just parking but your food etc and then when you get home there is a constant battle between your bank and this Hotel to agree who has my money. The bank insist its this hotel and the hotel say its the bank.
The hotel does not tell you when you get there they will charge you for almost anything even if you only agree to pay for parking on your card, DONT BELIEVE THEM!!!!