Hilton Hotels is a global hospitality company that provides a range of accommodations, including hotels and resorts, across various locations worldwide. The company caters to both leisure and business travelers, offering services that include comfortable lodging, conference facilities, dining options, and recreational amenities. Hilton Hotels aims to deliver a consistent and high-quality experience to its guests, whether they are visiting for a short stay or an extended vacation. With a focus on customer satisfaction, Hilton Hotels operates under multiple brand names, each tailored to meet the diverse needs of its clientele. The company's offerings include luxury, upscale, and midscale options, making it a versatile choice for travelers with varying budgets and preferences. By maintaining a strong presence in the hospitality sector, Hilton Hotels continues to attract guests looking for reliable accommodations that prioritize comfort and service. For more information, visit their website at www3.hilton.com.
Reviews for Hilton Hotels reveal a significant level of dissatisfaction among customers, with a notable 67% rating the experience poorly. Many reviewers express frustration over issues like double billing, lack of concierge services, and poor room conditions, such as malfunctioning air conditioning.
Longtime Hilton Honors members feel undervalued, citing high prices and inadequate loyalty rewards. While some guests report positive experiences, highlighting great service and enjoyable stays, these instances are overshadowed by the numerous complaints regarding staff attitude and property quality. Overall, the sentiment leans heavily negative, reflecting a widespread disappointment with Hilton Hotels.
Summary generated with AI from recent reviews
Each source counts by its number of reviews. Only reviews written by people are scored.
| Source | Rating | Reviews | Weight | 6-mo | Fake risk |
|---|---|---|---|---|---|
Trustpilot Imported Trustpilot reviews | 2.2 | 127 | 100% | -0.7 | ● Low |
Monthly average rating from reviews written by people · latest review Jul 2025.
| Month | Average | Reviews |
|---|---|---|
| Aug 24 | 1.3 | 4 |
| Sep 24 | 2.0 | 4 |
| Oct 24 | — | 0 |
| Nov 24 | — | 0 |
| Dec 24 | 3.0 | 4 |
| Jan 25 | 2.5 | 2 |
| Feb 25 | 2.9 | 7 |
| Mar 25 | 1.5 | 4 |
| Apr 25 | 2.0 | 6 |
| May 25 | 2.1 | 10 |
| Jun 25 | 1.0 | 4 |
| Jul 25 | 1.0 | 6 |
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 127 most recent reviews.
“Have stayed at Hilton Hotels all over the United States, Europe, South America, Central America, Asia and Africa for...”
“They are either inundated with customer complaints, or THEY DON'T CARE”
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Hotels.
| Company | Overall | Legit | Service | Booking | Value | Trend | Reviews |
|---|---|---|---|---|---|---|---|
 | 2.2 out of 5 (poor) | 100 out of 100 | 2.6 out of 5 (poor) | 1.5 out of 5 (poor) | 2.1 out of 5 (poor) | −13% | 127 |
| 4.2 out of 5 (good) | 100 out of 100 | 4.2 out of 5 (good) | 3.5 out of 5 (good) | 3.8 out of 5 (good) | — | 1,083 | |
| 3.6 out of 5 (good) | 100 out of 100 | 3.1 out of 5 (fair) | 2.1 out of 5 (poor) | 2.6 out of 5 (poor) | −14% | 918 | |
| 4.9 out of 5 (good) | 100 out of 100 | 5.0 out of 5 (good) | — | — | — | 1,109 | |
| 4.6 out of 5 (good) | 100 out of 100 | 4.5 out of 5 (good) | 4.5 out of 5 (good) | 4.6 out of 5 (good) | — | 1,069 |
Bottom line: Hilton Hotels is #5 of 5 on overall rating in this group. On booking, Alfa Travel scores higher (4.5 vs 1.5).
127 reviews of Hilton Hotels. Filter by what matters to you.
Over a year ago
HILTON HOTELS DOES NOT CARE ABOUT YOU. I was double billed at the DoubleTree in Tigard, OR, I took my concerns to Hilton corporate after the thieves at the DoubleTree refused to refund for the mistak... See more
Over a year ago
Als Hilton Silver Member verwacht je boekingsvoordeel. Boeken via de Hilton site betekent 30% tot 35% hogere prijzen dan de reguliere boekingssites. Maar je krijgt 20% korting! Per saldo ben je dus no... See more
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HILTON HOTELS DOES NOT CARE ABOUT YOU. I was double billed at the DoubleTree in Tigard, OR, I took my concerns to Hilton corporate after the thieves at the DoubleTree refused to refund for the mistake and I have not heard from Hilton corporate. They are either inundated with customer complaints, or THEY DON'T CARE.
I am writing to express my extreme disappointment following our recent stay. To begin with, there was no concierge service available, and my 65-year-old wife was left to carry heavy luggage up to the third floor - an unacceptable oversight in any establishment that claims to offer a quality experience. Furthermore, the bathroom was poorly finished, with tiles left ungrouted (see attached photos), and fittings throughout the suite were of a noticeably cheap standard. Even the vanity mirror was faulty, which is simply careless. To add insult to injury, housekeeping felt it appropriate to knock on our door at 9:00am to service the room—despite the fact we were staying for four nights. This kind of intrusion is both inappropriate and inconsiderate. The overall experience was frustrating and well below expectations. As a result, I will be canceling the 49-day suite reservation I had made for November and December. The lack of attention to detail, inadequate service, and shoddy workmanship do not justify any further commitment to your property. I had expected much more, and frankly, I’m deeply disappointed. Sincerely, Michael Wilson
Als Hilton Silver Member verwacht je boekingsvoordeel. Boeken via de Hilton site betekent 30% tot 35% hogere prijzen dan de reguliere boekingssites. Maar je krijgt 20% korting! Per saldo ben je dus nog steeds duurder uit! Als je dan reclameert krijg je 3 vellen papier met voorwaarden om toch de concurrende prijs te laten garanderen. Nou KANSLOOS! Ik heb mijn lidmaatschap opgezegd!
Hilton Hotels corporate offices and properties in general do not appreciate or honour the loyalty of their longtime customers! I have been a Hilton Honours member for 30+ years. In that time a acheived Diamond status because of my loyalty. Now that I'm retired and am not able to travel as much, Hilton has elected to demote me, rather than thank me for those years of loyalty!! So much for loyalty. Time to look at other hotel options in future. Tom Krebs
In the last few weeks, we stayed at 3 Hilton Hotels. As a Gold member, I was rather disappointed with a few things. First, when I had to travel unexpectedly, I went to get a hotel room and all the rooms were booked, which seemed strange for a Monday evening. When I did find a hotel, the receptionist said one room was available and I said I will take it. As we were talking, all of a sudden, the receptionist said there are no rooms available. Very strange a room available suddenly becomes available. Fortunately, I was able to find another hotel, but the prices I had a pay for a small sandwich and a couple of cookies was absolutely ridiculous! I would have eaten somewhere else, but it was rather late and other places were closed. My family and I went on vacation and we stayed at 2 different Hilton hotels. The first hotel had a beautiful view. Breakfast though was very disappointing at both hotels. For a hot breakfast, there was an additional charge of $15. This was ridiculous for a family, per person per day. There was a decent cold selection at the first hotel we stayed at, where the continental breakfast served hot oatmeal and along with a variety of cold items. There were only 2 cereal choices, neither of which was acceptable for my children. At the second hotel we stayed at, the continental breakfast selection was much worse. My kids could only eat the fruit. There was nothing hot available for the continental selection. This was disappointing as a Gold member, since my family and I could have stayed at other hotels and been able to enjoy a hot selection of food for a continental breakfast. We also had to provide our room number before entering the dining area at one hotel and the second hotel gave us vouchers for breakfast. With the vouchers, we were able to go to the café and Starbucks in the hotel. The Moon café was great, where I got a hot sandwich and a coffee. We went to Starbucks, which the choice included a coffee and a muffin/banana bread, but they were all out of the treats and when my wife asked about a substitution, they said they are not allowed. They would not substitute one of their other treats so we could give it to our children. Both hotels also charged for pool towels if they were not returned.
My data has been used to create a reservation and bill at a Hilton hotel. I have provided evidence of this to Hilton's fraud office and their response is "Please be assured that this activity does not have any bearing on the integrity of our systems", How then have they been able to generate a reservation and bill? They refuse to investigate or to answer questions. In response to my request to cancel my account I am given instructions on changing my password and setting up secondary verification.
Stayed here around 21st June - Liverpool one hilton, worst hilton ever stayed in. Air condition blowing hot air, 30 degrees in room. Not just unbearably uncomfortable but dangerous. Had to complain multiple times before we could change rooms, treated by reception as nuisance for this. New room air conditioning barely worked. Asked other guests - all said the same thing that Rooms are extremely stuffy and air con barely working. Multiple receptionists rude with a couldn’t care less about helping you attitude. Male receptionists in particular extremely nasty and hostile, not even subtle about it. Compared to previous visits they have now removed fridges from rooms, no more unlimited water (unacceptable for a 4 star), there is now a notice in the room saying you have to pay if you take a can. No more ice. No working air conditioning. They have taken away every comfort possible. Even the executive lounge doesn’t have any bottled water. Disgraceful.
Hilton Honours beloont je met een opslag van 20% in plaats van een korting van 20%!
NAACP worthy ?!?!?!?
Ik had 1 overnachting geboekt via Booking.com bij Hilton Garden Inn Frankfurt City Centre. Voor 4 euro incl. ontbijt. Te mooi om waar te zijn maar toch geboekt. Er werd 1 cent afgehouden via creditcard om te valideren. Maanden geen probleem todat de datum naderde. Booking zei : Hilton heeft het verkeerd doorgegeven, maar ze kunnen je een aanbieding maken van 139 euro. Dit terwijl het hotel gewoon te boeken is voor 94 euro. Ik zeg dit is geen aanbieding, dus die hoef ik niet. Dan moest ik contact opnemen met Hilton want het was hun fout. Ik gedaan: ze gingen er een case van maken en ik zou binnen 3-5 dagen bericht krijgen. Maar ik moest contact opnemen met booking.com want het was hun fout zij hadden de prijs erop gezet. Een dag later werd opeens mijn booking geannuleerd. Ik weer naar Hilton. De fout lag bij booking. Ik naar booking de fout lag bij Hilton. Ik aangegeven dat ze het onderling moeten oplossen , maar dat gaat blijkbaar niet. Iedereen kan fouten maken, maar geef het dan toe en laat niet de klant het probleem oplossen. Voor mij in ieder geval geen Hilton + Booking.com meer.
Its unbelievable how many hilton hotels have gone downhill. I blame the specific GMs. Some care about quality most only care about quantity. I am diamond. I stated 157 nights at hiltons this year alone. Problems with sanitary conditions. Rude employees. Old rooms with terrible smells throughout the guest rooms and floors. I am sick and tired of complaining about some of these hiltons . Front desks don't do their jobs. Some places are dangerous. I have seen things go on in some of these hotels and reported it but nothing was done. So much for spending thousands of dollars to get clean quiet stays
I flew halfway around the world to Istanbul to celebrate my 60th birthday with family. When I checked into Hilton Bomonti, they didn’t have the suite I had arranged for the celebration. It was my mistake booking through Priceline, I should have known better, but I certainly expected better service from a five star hotel. Management could care less about my predicament and consistently refused to make a phone call on my behalf. I spent an entire day on the phone with Priceline, who was willing to correct the situation, but unable to reach the appropriate staff. As a result, I did not have the planned extra bedroom, Kitchenette or dining table (that I reserved and paid for!) and we had to make last minute arrangements. I have worked in hospitality for over ten years and can confirm that Hilton Bomonti is NOT hospitable.
Made a reservation with the Tru by Hilton in Lawrence, Kansas through the Hilton Honors app. The reservation was confirmed, and my credit card was charged. Upon arriving to check in, the desk clerk told me they had no rooms. I asked that the room charge be refunded, and the desk clerk said she could do nothing about it. Though this is a Hilton property, she referred to Hilton Honors as a third party and said I would have to pursue reimbursement from them. I called Hilton Honors Customer Care who disputed the desk clerk's claim that they were a third party. The Customer Care representative tried to contact the hotel, but no one would answer the phone. The credit card charge has still not been reversed, and no one in Hilton Worldwide Holdings Inc. has taken ownership of the issue, so I've turned the dispute over to my credit card company.
I’m reaching out to share a concern regarding an interaction I had with one of your representatives on the promotions line. The individual, whose name I believe was Brian or Bryant, was extremely persistent and employed what I felt were deceptive tactics in an attempt to pressure me into booking a vacation package. Despite my repeated and clear refusals, the representative continued to push the offer in a way that felt both disrespectful and unprofessional. I value honest and transparent communication, especially when it comes to making important decisions like travel plans, and this experience left me very disappointed. I hope this feedback can be taken seriously, and that further training or guidance is provided to ensure future interactions are handled with more respect and integrity. Thank you for your time and attention to this matter.
I want you to know that I love staying at the Hilton, but your beds have become too hard for me and people with arthritis in their legs and backs. You must change your mattresses. They are rock hard!!!
I had a booking on booking.com and cancelled the hotel in error. The booking was for Hampton Hill Hotel in Liverpool City Centre. Once i noticed my error, i tried to contact the hotel to re-instate the booking and they refused and cited cancellation bs. Not only did the refuse to reinstate the booking (even though the room was still available, they stole £95.78 from my bank account, which has now been reported as theft. I would have stayed at the hotel and honoured the booking but their unbending attitude and atrocious customer service is an absolute disgrace. I will never book with this hotel ever again. Any hotel as a 24 cancellation policy and some will allow you to cancel on the day, but for this hotel it is 5 days and they will not allow you to change to re-instate the booking if you are within this 5day period. When i received a response, I was sent 2 unhappy faces. What kind of company does this?
All the reviews are fake. They hired bunch of scammers on telegram and asking random people for love react and trying to gather people's personal information by saying we will pay ££ if you give love react and send us your name age phone number bank details.
I stayed at Hilton in Krakow. Good hotel with an amazing view of the Vistula River. Higly recommend
Serious Concern About Customer Service (April 30 Call) On April 30 at 9:26 AM, my husband called Hilton (a 9-minute call) customer service from his own phone regarding a makeup bag we accidentally left at the hotel. The representative claimed to have contacted the front desk and said no item had been turned in. When he asked if someone found it and give to a hotel staff he assured he ask and he was told no. That specific answer didn’t feel right at all, so even we were at San Marcos, TX at that time; we decided to go back to the hotel to check by ourself. The makeup bag was there. It’s unacceptable for a customer service rep to give false updates and pretend to follow up. This kind of careless response damages trust and shows a lack of responsibility. I hope Hilton addresses this behavior to ensure loyal guests receive accurate and honest service.
Hilton Hotels is a global hospitality company that provides a range of accommodations, including hotels and resorts, across various locations worldwide. The company caters to both leisure and business travelers, offering services that include comfortable lodging, conference facilities, dining options, and recreational amenities. Hilton Hotels aims to deliver a consistent and high-quality experience to its guests, whether they are visiting for a short stay or an extended vacation. With a focus on customer satisfaction, Hilton Hotels operates under multiple brand names, each tailored to meet the diverse needs of its clientele. The company's offerings include luxury, upscale, and midscale options, making it a versatile choice for travelers with varying budgets and preferences. By maintaining a strong presence in the hospitality sector, Hilton Hotels continues to attract guests looking for reliable accommodations that prioritize comfort and service. For more information, visit their website at www3.hilton.com.
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