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.
Hilton Wembley London .I was booked into a room on the 8th floor directly underneath the ‘ sky bar’ where A party was taking place ..I had to be up at 230am for work ..I had no sleep I’ll never use the Hilton again.
Hilton Hotel Kegworth. I noticed a Groupon voucher for afternoon tea at a decent price for Hilton Kegworth. There was opportunity to view availability and times before buying the voucher. In the current climate, I decided to call the Hotel to make sure they were offering afternoon tea as had been stung in this situation previously somewhere else and not been able to book. The gentleman on the phone assured me I could book my voucher and choose my date and time directly on Groupon. I booked via groupon. My mum, sisters and I arrived at the hotel for our booking - my mum excited for her birthday treat, to be told there was no booking on their system and they were not doing food/ afternoon tea currently as they have no chef on site. We were extremely disappointed. Whilst our frustration was understandably apparent, Jason, who I believe is management, was absolutely brilliant. He invited us in for complimentary drinks, bought my mum a gift bag with some bubbly and choc and before we left, handed me a voucher for complimentary afternoon tea for 4, valid for four months to make up for the inconvenience caused and attempt to make our (first) experience at the Hilton Hotel a positive one. We left feeling like valued customers. Jason is a credit to this hotel and proof that how a customer is dealt with in such a situation is paramount. We could have left disgruntled and never returned. However, I am confident, being new to the area, it is likely I will become a regular customer and return time and time again. Thank you!
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Hilton hotel Richmond. When you complain about your hotel, the janitor helps the front desk clerk send you to one toxic room after another. I went to hospital with burned back.
Thank you once again Hilton for refund you did not have to give me .Paid very quickly . Pity other companies did not follow your lead ! Looking after your customers 1 st class
I would like to congratulate Hilton Garden Inn Seville for their help and support to cancel my order due to Corona virus Pandemic . They credited my account and returned all the money due to me without any problems. My order no:3179637362 . Mr Reuben Lahav.
Thanks to the tremendous destruction of value and loyalty by the Marriott International President and CEO Arne Sorenson, Hilton has become my hotel chain of choice (with Hyatt and IHG not far behind) when traveling internationally. However, in the United States and Canada, Hilton still lags in quality of service and loyalty recognition. Please hear me loud and clear: I never stay at hotels that lack a full-service executive lounge. If you want my business next time I am in Newark, Toronto, Waikoloa, Maui, etc., you must reopen the lounges and make sure they stay open until at least 10 pm every day of the week.
I am a Hilton Honors member and routinely stay in Hilton hotels and their brand whenever I have the chance. They run promos for double and additional points every few months and being a rewards members has perks in addition to the free room every now and again, like the free water at check in, late check out and early check-in and free wifi. I travel about 5x for work annually and love to solo travel in my free time - I estimate that I stay at hotels for about 60+ days a year so I know something about hotels and have almost every hotel app and loyalty account there is. My favorite Hiltons are the Garden Inns but there are some other nice boutique Hilton hotels that are upscalel in larger cities like Seattle and California I have stayed at and enjoy from time to time for work or play. Usually the customer service is good and late check-out can be honored if you request it in enough time. I enjoy the app with the keyless entry, check-in on the app to avoid lines, and some hotels offer chat where you can request items from the front desk via the chat app. It's great. I'm a fan and will continue to be loyal to Hilton brands. They are doing it right - their app is one of the best hotel apps I've used.
Hilton hotel Cambridge, conceirge parked my car and did not lock it, result was it was cleaned out of about £500 worth of stuff, ie my iPod, locking wheel nut, etc, etc. They told me it was locked but have no CCTV showing this, if so how was it opened with out damage anywhere except within the cab area. The car was a ranger over. They have now passed to their insurers who are experts in not paying out. This all cost me £25 for the conceirge to park it for me. Please don’t go there
This hotel is freezing cold! I am not exaggerating, we were forced to lay in bed fully clothed during the afternoon. Most of the facilities we paid for (fridge in the room etc) just were not there. The bathroom flooded every time we used the shower. Complained at reception and told to contact the operations director. I have a case running through Resolver website (case reference RES8282674) and 2 months in and not a single person has responded. Not only is this the worst hotel I have ever stayed in but Hilton customer services will not even aknowledge my complaint! I will never stay with Hilton again.
We had to queue for an hour to check in, it was horrific. Then when we got our key card, we arrived at our room to find it was already occupied. So then we had to go all the way back to reception and start over. It was not a good start to our stay. It was like one of those horrible budget hotels you get in Magaluf. Checking out wasn't much better. For £200 I was expecting a little better.
Very good service
Hilton Hotels Worldwide needs to seriously reevaluate Jennifer, their social media contact person at their Corporate office. After a horrible experience at their Singer Island Hilton on Friday, June 7, 2019, I reached out to Hilton to share my experience and address my concerns. I was told that my complaint would be forwarded to the corporate office and I would hear from them. Monday I was disappointed to receive a generic email in response to our experience which felt like Hilton has no interest in addressing concerns and felt dismissive. My complaint had to do with checking into a supposed 4 star Hilton and finding accommodations that included DRIED BLOOD STAINS on bathroom door, cockroach on curtains, multiple variations of color paint on bedroom walls, mold like odor in room, peeling wall paper in bathroom, etc. After receiving the cold and impersonal emails to our complaints, I decided to reach out to their corporate office. I was then transferred to Jennifer and that is when the second part of the our horrific experience with Hilton continued. From the beginning of the call Jennifer seemed uninterested in speaking to me and was looking to quickly rush me off the call. At NO point did she offer any sense of compassion or empathy for the aggravation and inconvenience we had gone through. I asked for her supervisor and she said she no supervisor, there was no one else to speak to. Dealing with Jennifer is not consistent with Hilton standards. In our several years as Hilton Honors members I have never called or filed a complaint. I have always been loyal to the brand and after this experience I will be choosing other brands who treat their customers with respect and appreciation.
Una cosa indecente, ho prenotato all'Hilton di Malta con una carta di credito, ho deciso di pagare in contanti al check-out e si sono incassati i contanti e mi hanno pure addebitato la stessa cifra sulla carta di credito. cosi ho pagato due volte !!!!!!!!!!!!!!!!! dovro' fare causa. a chi ???????????
I wanted to take the time to write about this amazing chain of hotels after seeing average reviews. I am a diamond Hilton member and the quality of service is impeccable. They always go beyond the call of duty to help and have some of the best hotels around with a real good value for money. I have stayed at many different Hilton’s and have rarely had any issues. Even when issues arose they were dealt with the highest degree of professionalism. Keep up the good work!
Advice: this hotel is new, so many taxi drivers do not know where it is, and might try to take you to the main Hilton. Tell.them it.is on Damascus street, next to Dubai Grand Hotel, and then they will know where to go. If they play dumb, call the hotel.and get directions. I have stayed twice at the Hampton by Hilton in Dubai, and recommend it for its lone eco-friendly position amongst the airport hotels.in this city. This hotel has no tiny plastic bottles of toiletries nor cakes of soap to waste; it uses dispenser bottles.of high quality product. There are plenty of power points and wi-Fi points to charge your devices, the room.is clean and comfortable, staff are good. Wi-fi is fast and free in all locations. The breakfast is pretty good - it is automatically free with every booking. The dinner buffet is not so good - best to eat out if you can. The hotel is near terminal 2, and there are shuttle services to all terminals, but check the times they go. Unfortunately there is nothing really around this hotel in the way of western-friendly restaurants. Best to take a cab into Festival city for good eats. This is not a 5-star hotel, but for cheap.prices and a good comfortable stay, especially if you are flying in/out of Dubai terminal 2, it is recommended.
Be careful if you are checking in at the weekend. Although check-in is at 3pm the room was not ready until after 3.30 and the excuse given was there were a lot of late check outs. We had been travelling for two and a half hours and needed to be ready for a reception starting at 5pm. Disappointing as the standard of the Hilton hotels is normally exceptional.
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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