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.
Just tried several times to log on and book a hotel stay. Failed their verification every time. Last time I booked, I had to telephone their "toll free" number because I could not book online. Only problem was it is not "toll free' from the UK as shown on the website and it cost me over £10. Looking for another hotel chain.
We have a large family. In hotels, we really like a separate bedroom (with door between living room), which is hard to find these days! Other hotels with these floor plans are hard to find. Home2Suites usually always has 2 room floor plans. Clean amenities, decent (nothing exciting) hot breakfast. FYI - Watch out for "all rooms pet friendly" if you have allergies!
absolutely disgusted with the reply from Hilton guest assistance, Tempo NY Hilton Times Square putting a pending charge holding £528.74 from my funds with no explanation. Long list of excuses from stating my 17 year old son booked the room? 17 year old ?? An he cancelled so was late payment charge before we arrived in New York no emails nothing about any cancellation. How on earth how is that possible? 2nd room was booked. We only booked 1 room. They refused to dealt, refused to cancel the holding pending charge and kept fobbing off stating nothing to do with them when their hotel name is still on my online statement.
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I had some customer service issues with Hampton Inn Uptown - University of Cincinnati in Cincinnati, OH with rude desk clerks and a manager with a sullen tone over the phone that also doesn’t return emails and voice messages. They also attempted to take a $154 authorization for incidentals for a three day stay. When describing an incident to the manager about a person I hadn’t seen and was trying to identify, I said “she had an African-American accent“. The manager started admonishing and chastising me and told me how inappropriate I was. Just hours away from arriving at the property and checking in, she canceled my reservation and told me to stay somewhere else. Called Hilton corporate to complain. They filed a case and did an investigation. Their investigation, without talking to me, concluded with them recommending I not stay at the property and giving me 10,000 points for my inconvenience. When I sent several emails saying the response was unsatisfactory, they ignored me. UPDATE: The manager of said property keeps escalating the issue by responding to my reviews I left on several online platforms and calling me a racist. She also has been getting the reviews deleted, which I keep rewriting. She also got me banned from Yelp for ultimately leaving a factual review that did not address her disparagingly.
Hilton are now such a joke they encourage people to stay many nights to become Gold or Diamond members but allow all there hotels mainly franchise to renege on all MyWay benefits or make it totally impossible to use or get any sense in US hotels of how much you get and where you can use it. It’s just not worth the effort but have you hooked because of loyalty they certainly do not appreciate. Well not me I won’t use Hilton Hotels again Marriott Bonvoy is a much better program.
Hilton York - Cold damp room with mould on ceiling and walls even the iron was full of mould. The heating supplied was a plug in radiator, the room was cold and had a damp feeling too. Price £366 per night for a basic double room that was disgusting to stay in, be warned, you have been told, use a different hotel dont be ripped off like we were, no acknowledgement of complaint no response just told to email
The Homewood Suites in Trooper, PA is a good location for walkable restaurants, Starbucks and a Walmart. But this property is in serious need of an update. Our suite was tired-looking and OLD. Missing closet door, beat-up furniture, dusty kitchen appliances. On the plus side, the bed was decent and the HVAC was quiet. And they did bring us the extra towels we requested. (Two bath towels for a four-day stay is not enough!) The outdated decor, draperies and carpeting were all quite unappealing. Hope the place is on the list to get renovated soon.
Double Tree Hilton at Bletchley. Have used them before but today when I arrived for my early check in which was agreed on the phone - they didn't have any notes about it. I was asked to go back at half twelve (midday) but then I realised that there are now parking fees of £8 overnight. I was going out in the evening and my friend would also have had to have paid for her car parking too. So I didn't book in in the end. Won't use again.
Hilton The Walk is not worth the money. It is an Old fashion hotel where everything is worn out. Floor carpets are flushed and ugly Very bad toilet facilitied, and a boring restaurant. Three elevators to serve 43 floors makes you have to wait a Long time. Hotel is not at the Beach as it look like on the HomePage. You must cross the Street and Pass through the Hilton Jumeirah Hotel to visit the Beach. Staff is friendly and food is ok. But choose another hotel and get what you pay for.
Booked a deluxe room at Hilton London Gatwick Airport 5-6Oct 2023 No hot water in the bathroom, reported to reception who sent an engineer. The engineer advised to turn on all the taps and leave running for at least 10minutes and that this was the only way to get hot water through the system. He also said that this problem was ongoing from previous 2 months. We did as advised but still no hot water resulting in a cold water wash at the basin in this Hilton Deluxe Room. Why are Hilton charging top prices and putting guests in room with known problems. A week prior to this we also stayed at the same hotel and our assigned room had electrical sockets hanging loose on the wall above the dressing table surface. This was also reported at the time. Shabby service from Hilton London Gatwick Hotel. We will not stay with Hilton again.
I mailed a package to myself at the Home2Suites in Clermont, Florida. USPS tracking proves it was delivered. Hotel said they never received it. Or they sent it back. They don't know, and don't care. No offer to reimburse me. Sad! They would rather lose my business forever than pay me $56 for what was in the package. Not very intelligent business practice. And not very nice or helpful people. Incredibly frustrating experience with an unsatisfactory ending.
Well just spent a night at the hilton T 5 at heathrow. Firstly no complaints about the room and public areas but the restaurant was another thing. Only able to serve 4 meals off the menu because the gas is off! What! That’s no way to run a business so burger, fish and chips, pizza or salad was all we were offered and the staff seemed to think that was Ok. we paid £50.00 for 2 burgers and were as good as told to be great full. Nothing in easy walking distance. In addition the speciality Indian advertised on the website closed 9 months ago in Jan Syras Todawaller obviously pulled out and no wonder. The good news was everything will be back to normal tomorrow. Some help when you are at 35000 feet. They know that and just do not care
Very disappointed. Stayed 4 nights at a homewood suites in Austin Tx. Was due to get points on my honours acct but never did. I was told yes it will be on the acct the next day. Well I’m still waiting. Then the agent passed me onto someone who basically hounded me down trying to sell a 4 night stay in the US. IM NOT STAYING AT Hilton hotels again,
Terrible noise from the nightclub up till middle of the night, I would not recommend this hotel at all ( Hilton Garden Inn Pune)
No working shower or bath in room. Reception staff not interested. Apologies but no action, no compensation even after initial agree of 50 euros refund which was reneged as booked through agency and not direct to hotel. Wasted hours trying to get some sort of recompense and phone Hilton Customer Service who after a number of e mails offered a grand total of 5000 Hilton points about 30 euros in value. Total waster of time trying to complain and appalling service to have high end hotel provide a room without working shower and bath.
EL HOTEL HILTON HACE AGUAS EL dia14/06/23 llegue al hotel Ramses Hilton de El Cairo y me dieron una habitación inundada y cayendo agua encima de las lámparas halógenas , la Gobernanta que vio cuando dio el ok a esta habitación? Posiblemente no la vio pues el agua que había en el servicio era de mas de un dia. Después en el comedor y en recepción tienen una organización muy desorganizada. Para cenar si pides agua no es nada barato 83,82 LibrasE =2.85 €, pero esto no es lo malo, lo peor es que no te dan justificante de lo que firmas (esto es ilegal) te dicen que estará en recepción para que lo veas el dia que pagas. Pues bien yo el dia 14/06/23 pedí una botella y me cobraron 3, cuando pido en recepción el ultimo dia (16/6/23 turno de tarde 21 h) que me enseñen los justificantes que yo he firmado, no los tiene me dijeron que en una hora vendría el camarero con los tiques; Yo me fui a la cama muy molesto y les dije que lo iba a poner en todas los portales especializado en viajes de todo el mundo. A las 23:30 toca el tfno. de mi habitación y me dicen que ya tiene los tiques, les digo que por la mañana lo veos, me dan el ok ,; Pues bien por la mañana que es el turno de noche, pues yo me iba a las 5 de la mañana, no me hacen caso y no tienen los tiques y me dan otra vez la factura con el cobro de 3 botellas , y les digo que es ilegal lo que hacen se ríen y nada más. A todos los posibles futuros visitantes, les recomiendo, que pidan encarecidamente el justificante de todo lo que firmen ya que les puede pasar lo mismo y protesten por la habitación, ya que solo tienen unas pocas reformadas de las aproximadamente 600 que tienen en total “ Lo mejor que pueden hacer es anular la reserva seguro que ganan “
Got chest infection because of the room`s tempreture I stayed at Hampton by Hilton Munich City West on 13 and 14 May 2023. First i want to write about positives Breakfast Recepcionists Breakfast was excellent and receptionists were all helpful eventhough their help sometimes wasn`t enought to solve my problem. They kept my suitcase before checkin and after checkout time which was really helpful. Unfortunately i had my worst experience at your hotel and got chest infection which i am still suffering and still on antibiotics. When i arrived the hotel it was a very rainy and cold day. Aircon was on and room was freezing. I switched off the aircon and tried to turn the heating on which wasn`t working. Then fell a sleep and woke up in a few hours. Then i noticed my throat was already gone and was feeling very weak. Went to speak to the receptionist for some help. She said she will set it for heating now and i was going outside at that time. I was back in a few hours and noticed room was still cold and then went to complain again. There was another person who came with me to the room and said unfortunately that`s how it is in all room. So basically it wasn`t heating at all. He said we can change your room but it wouldn`t make any difference. Then offered giving me a heater which i thought would be helpful but unfortunately heater was smaller than my hand and wasn`t even heating itself which was really ridicilous. Had to stay 2 days in that cold room and got even worse. Now on antibiotics and still not feeling well... Heating have to be fixed and i don`t think i am going to visit again any Hilton hotels in the world.
I wrote this email to the Blue Lagoon Miami manager, then included their specified complaints person, Christopher Nassetta, in customer complaints a week later and the complaints department a week after that and have had no reply. after nearly 4 weeks. Dear ******* My family and I stayed at your hotel in room 550, on Friday 14th April 2023, for one day before our cruise. We chose Hilton over and AirB&B as the other members in our group due to the level of quality that goes with the stay at Hilton and I did not want to risk ending up in a substandard accommodation after a 10 hour flight with 2 little children. We paid for a suite for 4 people and pre-booked a crib. When we arrived, we were shocked at the quality and facilities of the room. I have stayed and worked in Hilton Hotels throughout Europe on several occasions, and this is nowhere near the standards of any Hilton Hotel I have been to before. I immediately asked if we could change room but was told that the hotel was full and that the sofa bed mattresses are the same in each room regardless. The issues we had are listed here with photos attached. The second bed was a pull-out couch and there was no crib. The couch mattress was completely worn. It was so old, that you could feel every spring and had sharp bits of metal poking off the frame. It was also dirty, with cigarette burns and when I brought this to Reception’s attention, they told me this is what we paid for! There were blood stains on the pillow! Room service came and apologised, and it took another 20 minutes for them to replace the pillows. Electric sockets were hanging out of the wall, leaving live electric cables exposed. We had to barricade areas of the room from our 2 young children. The room was dirty. There was hair on the floor in the shower. The pull-out mattress, window nets and multiple pillowcases were stained. Our baby spilt water on the floor and we soaked it up with a towel and the towel turned bright beige, and not through colour leakage from the carpet, it was dirt! The balcony area had a 3ft square hole in the insect screen, which is essential, being a waterside hotel. I did not see the hole until I walked out onto the balcony and by then it was too late. There were hundreds of flies, a few of which flew straight into our room. The crib, for our 1-year-old baby, did not turn up for one and a half hours after arrival, even though we explained we had been travelling since 1am Florida time. I work in environmental health and in the UK, I would report this room to the Health and Safety Executive. I stay in the US every year and have stayed in cleaner, better equipped and more comfortable motels for a fraction of the cost. We had a very uncomfortable night as the pull-out was not fit for purpose, and we all squeezed into one bed. All 4 of us! Everything was dirty and stained. We were all bitten by insects and were having to constantly keep the children away from exposed electric cables and dirty areas. This is absolute disgusting, and I cannot believe we experienced this in Hilton. The rest of our group who stayed in an Air B&B and paid $100 for the night had a completely lovely, clean and fully functioning apartment. How do you justify charging $474 plus taxes for a room that would not receive even 1 star if you had an inspection in the room we stayed in? Following our stay we came to the check-out desk and asked to speak with a manager but where told that there was no manager available. I was given your card and was told to email you. I would now like you to investigate how a room in that state could be approved for use and expect a reply with an offer of refund. Regards In my experience, and a lot of others writing these reviews, Hilton's standards has fallen hugely over the last few years and if you do have a problem, the management actively avoid you and customer service and their specified complaints person, Christopher Nassetta, do not reply in anyway. Even when you supply the photos! I wish I could show the photos on here as they would make your toes curl.
Homewood Suites Denver Convention Center said they would charge my bill on 2 credit cards at the front desk when I checked out. The lady at the desk said they would do it. She apparently charged the card on file half and I swiped another card for the other half. I thought all was well. When I got home I see that the full charge was on the first card resulting in a large balance on my first card that I so wanted to avoid.
We received some great service from numerous employees from the hotel however we do want to mention one employee in particular - within the restaurant service team - Mohamed Ragab. My wife and I have been in the retail space for over 25 years and are able to recognise attentive service, warmth and talent. This employee has all the great foundations for further development and progression within the service industry. We would like to pass on our thanks to Mohamed Ragab for such lovely genuine service and wish him all the success for the future.
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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