Hilton Hotels & Resorts
Reviews and Complaints

Having delved into various reviews about Hilton Garden Inn, it's evident that experiences vary among guests. While some guests have highlighted issues with customer service and reservation accuracy, others have praised the friendly staff and enjoyable stays. It seems that the hotel may benefit from improving its reservation processes and ensuring consistent service quality across all aspects of the guest experience. If you decide to book a stay at Hilton Garden Inn, it might be wise to double-check your reservation details and communicate any preferences clearly to avoid potential inconveniences.

I generally enjoyed my stay there. They were very clean unlike a previous hotel I went to that had roaches everywhere. The staff were very knowledgeable and actually WEREN'T RUDE like most customer service workers I've came across. The hotel I booked in (Jfk New York) had free shuttle service which is a must for me.

For over 10 years. They've always stuck to their policies, and have always treated me well on the trips I've taken. Not sure what happened to the vacation stays they had for about 25k/night. Wonderful (I stayed in the one near Positano, Italy). Maybe too wonderful and they got pricier. Pity. Best stay for points ever.

There is nothing this company doesn't do for their customers, they have changed my dates, waived fees, give great prices and their customer service is amazing. I always use them for hotel stays, travel, and rental cars. I once used CHEAP O AIR and got completely ripped off! Don't ever use that company- not a honest company. Only use Hilton. Com for everything- GREAT COMPANY!

You really can't go wrong with Hilton Hotels in any part of the world. When I first started traveling internationally during the 1980's (yes, before you could really Google anything), our default hotel was always a Hilton. Always reliable w/no surprises... Generally, you don't want surprises when you're half a world away from home. Trust me on this one!
Still use them to this day.

Great 5 stars hotel, good location, well decorated, huge Lobby but needs more furniture,
Easy check ion and check out.
Robot is serving the rooms, when you order anything from the Lobby, a robot will deliver you the order, and will call you by phone telling you that he is at the door waiting you.
Great location near Wandoo Plaza, and lots of pubs, restaurants and malls nearby.
Metro station is about 15 minutes walking.

HIlton often costs a little more, but after my last experience I think it might be worth it. GREAT customer service -- very helpful and friendly. It stings a little bit to spend the extra $30 or $50 per night, but it's also hard to put a price on a nice hassle-free week. If your company is paying the bill, then I can 100% recommend Hilton. If it's coming out of your own pocket, then you'll have to decide what you are comfortable spending.

I recently had dinner at the Hilton Inn restaurant (airport, Alcoa Hwy). The service was excellent. The food was "Excellent!" The Hilton Inn Knoxville airport has made a concerted effort to upgrade the quality of their dining; it shows and it worked. Food - excellent [I had the steak; it was prepared in the manner I had asked. WOW!]; service - excellent [the waitress was prompt, courteous, knowledgable, and most helpful.]. THE DINING AT THE AIRPORT HILTON INN is a QUALITY RESTAURANT.

For years now I have been using Hilton for just about everything related to my stays. I have been traveling domestically AND internationally, and it doesn't matter. These hotels are reliable, clean and packed with perks. They are friendly, dedicated, and go above and beyond. Iv'e never felt taken advantage of or swindled like some "perks" programs, and I truly believe that this is THE website for new travelers. You can help yourself or a loved one book a memorable trip that makes everyone feel safe, seen, and satisfied! I keep coming back, and probably always will.

-A

My wedding was 5/7/16 at the Christiana Hilton in Newark, DE. I wouldn't have changed a thing. The Sales Manager Leah Markiewicz was an absolute gem. She was very pleasant, extremely accomodating and exceptionally thorough. I'm so glad we selected Christiana Hilton as it made life so much easier. I had a "Day of Coordinator", but really didn't need her. Alfredo (Butler) not only acted as a Butler (Head Chef), but he was a coordinator ensuring my special day was very special. He even directed during the rehearsal dinner making sure the wedding party knew where to go and stand during the ceremony. He made sure I didn't need for anything and together, he and Leah met all our needs plus more! All of my wedding guests commented on how nice the staff was and mentioned the beautiful decor of the wedding and reception area. I didn't need any directions, as the Hilton Courtyard and big reception room is already perfect. I couldn't have asked for anything more. My new husband and I are loyal customers and have mentioned it to everyone. Thank you Hilton, and a very special thank you to Leah and Alfredo!

I travel to Houston almost every month since last 15 years for our business meetings and stayed at many different hotels with great service. This was my first time at this hotel and will be a last. First day of my stay my room was not cleaned or serviced. I understand that sometimes HK staff make forget to service in error. I ask front desk to bring me at least clean towels. I was informed that they are very busy and will bring us fresh towels when get some free time. I waited for almost 45 minutes and then I went myself to front desk to get fresh towels. I noticed there were 4 employees at front desk cheat chatting. When I ask why one of you cant bring towels to me. One of the FD agent look at me as I am asking a lot even after not receiving maid service to my room and said We are not housekeepers, wait till HK is free helping another guest.
4 employee chatting in the lobby but guest must wait to get fresh towels. This shows front desk staff is poorly trained in guest services. I left several messages to GM to discuss the employee attitude and services, no call is returned. This is one of the worst Hilton I ever stayed and will never ever stay again. I encouraged you all to stay away from this hotel. There is very nice Marriott courtyard near Galleria in excellent area and better price.
Hotel property is dated and very old with 25+ year old bath fixtures and smelly carpet with mildew on the bathroom walls. Closet is a joke and furniture is also chipped and old. There is no modern touch in any place of this hotel like many other Hilton, our room 217 did not even had a window. It was like a jail cell. Overall I will give 0 for property as well as staff services. I will inform all my corporate clients about the state of this hotel and ask them to stay away from it to be on safe side.

State of Vermont was declared a major disaster on July 14th, 2023 (FEMA-4720-DR) due to severe storms and flooding. The event I was planning on attending August 10-12th was cancelled. I called and sent an email to customer Hilton Customer Service. Never did I receive a response to my email, Customer service gave me the following options over the phone.

1. Pay another $50 to change the dates for the event next year. The dates are still unknown at this point in time, so that was of no help.

2. Explained VT was declared a major disaster by FEMA, Hilton response was sorry we don’t have anything noted about that.

To add more of an insult, I received an email on check-out day. Thanking me for choosing Hilton and hope I enjoyed my visit. I NEVER CHECK IN. Then I got another email for their parking fee!

In order to save 10-20 bucks on the room, I lost $400 all because I used ‘Advanced Purchased’ Natural Disasters don’t count. Hilton, You should be ashamed.

Stayed at Homewood Suites in Plymouth Meeting, PA 19462
I regularly travel for work, and like this brand because of in room hot plate for boiling water to make my own roasted coffee.
July 25-28th Tuesday - Friday room 224
Confirmation # [protected], [protected]
Booked one night for the 25-26,
Then booked 2 additional night for 26-28th, before I arrived.
This separate booking likely created the problem.
When I came back from my day on the 26th my card no longer worked and when it got resolved I found all of my items had been removed from the room.
Then calling the manager I was asked to look in the closet where I found my bag, but many of my other items were still missing.
There was much talk about how it happened and that my items would be replaced.
No one ever called to follow up with me, and I finally spoke to the GM in person (AnnaMarie), she was aware of it and asked for an itemized list, that she would gladly reimburse me for them.
I sent the list by email, I've called, no response ever came.
I then filled a police report # p23436153.
If this goes unresolved, I will pursue a civil case.

I stayed at Hill Country Hilton in San Antonio and had bed bug bites all over my body the next day. There is no other place that I could have gotten the bed bug bites. I stayed in my hotel room from about 1 PM to 6 AM the next morning, went to a meeting at the Marriott and drove back home. I do not have any bed bugs at my house now or at any other time in my life. I did not get my whole body bit by bed bugs in my car either.

I have tried contacting guest services, the hotel management, and everyone else about this issue only to be told there were no bed bugs in my room. However, the hotel management admitted to having recent bed bug issues. The manager even confused me with another person that had bed bug issues. Everyone I have talked to has agreed that something very wrong is going on here. I am so upset about how I have been blown off by this hotel's management from the beginning and did not receive an apology until the opportune moment to blow me off. I am hoping that someone in this organization can acknowledge this issue as people do not just get bed bug bites out of nowhere.

I will keep on writing letters and calling everyone I can until I get a better response from this organization. I will also make it my mission to tell everyone I can my version of what has happened in this hotel. All I wanted was my money back for the harm that was done to me. I do not think it is too much to ask for.

My husband and I stayed at the Hilton Garden Inn in Midland, Texas May 19th through the 21st, 2023. We were visiting our daughter and son in-law and grandchildren. Our oldest granddaughter was going to stay with us so we reserved a room with two queen beds. When we arrived on the 19th everything was great until we checked our beds for bed bugs.

Considering the previous year when we were visiting our Son and daughter in-law in Hutto, Texas but staying in Round Rock,Texas(TruBlu & Homewood Suites were two connecting Hilton Hotels). We typically stay in Hutto, Texas when visiting our son and family but unfortunately the Hilton Garden Inn in Hutto, Texas was completely booked for those days we wanted to stay.

Needless to say our life altering experience from the stay in Round Rock, Texas came home to our brand new home and into our brand new bed. We did not realize what the issue was until two months later when we realized we had bed bugs, keep in mind we had never ever had this issue before and we have stayed in Hilton Hotels for years! We have stayed in the same Hilton hotel in Madison, MS for the past 17 years on our way to the beach in Destin, Florida. We spent over $7,000 having to get rid of them and the company we used brought Blowing Heater Fans into our brand new home and we had to remove many of our items in our home so they wouldn't be ruined and purchase another bed among other items we had to dispose of just for the sake of not having another issue.

The precautions we took in Midland, Texas were definitely warranted and when we lifted up each mattress we were absolutely disgusted! The first mattress that my husband and I were going to sleep on had candy, blood from a tampon that we found among other types of food! The other bed our granddaughter was going to sleep on had a fresh pee stain about the sized of two footballs. All the housecleaning did was flip the mattresses in hopes no one would notice! I went down and spoke to the manager that was on duty and he called the Head houscleaning lady that took care of cleaning that floor that particular day. They both came up to the room and when we flipped both of the mattresses over and showed the manager & Head cleaning lady and she said "You know this issue is above your paygrade, meaning the manager and this is all we have to work with regarding the mattresses. The head cleaning lady completely through her manager under the bus, another response she made was "these are the only mattresses we have and we just have to flip them over and be done with it considering we never get any new ones if we have problems"!

My husband and I were absolutely disgusted and appalled at what we saw and heard from management. The manager asked the Head cleaning lady if there was any room that had brand new mattresses and she said there was only one on that same floor. We were very reluctant to stay but most of the hotels were completely booked and we were only staying two days. The manager told my husband he would reduce our nightly room rate for which I was furious, but Instead of saying anything I would just make a complaint.

I would have written this complaint sooner but between my sister and I we have been helping take care of my dad who is 80 years old and has been diagnosed with terminal prostate cancer so needless to say it's taking me a bit to write this complaint.

Keep in mind we have enjoyed staying at the different Hilton brands over the years including different family members but Round Rock, Texas and Midland, Texas definitely will be the last time. I am a travel agent and I will not be booking any customers or family members at Hilton brands any longer. Plus, this same complaint will be placed on every Social Media outlet including TripAdvisor etc.

I really hope I receive a response from your company considering that is the least you can do for my husband and I.

Regards the issue, we ended up checking in at the hotel after 6PM in the evening, due to the following issues:

1. The room provided to us for check in was already occupied by someone else. We entered the room to find out that people are already inside. This was embarrassing and invasion of privacy for the customer. Seems like a risk checking into hilton going forward as the same might happen to me and someone might invade my privacy.

2. When the room changed, we checked in, only to see that the bedsheets and pillow covers were not changed. There was cleaning equipment right outside the door of the room.

3. We were then moved to a third room after 4 hours of [censored] service at the hotel.

This was the worst experience for me and my wife ever. Hope that provides you with enough details.

Pro:
Very clean hotel and rooms.
The best slides ever.
Contra:

We have been travelling a lot. We tend to do 4 sunny vacations a year. I usually don’t write reviews, but in this case, I felt one was needed very badly, because this was our worst experience ever in 5-star hotel.

First of all, I have to mention that we paid extra for Premium package!

Despite that we paid 12.000 € for 12 days staying in the hotel, we have to pay extra for Christmas and New Year’s Eve – aprox. 100-120 €/per Person each dinner. An additional 150 € for Champagne. Normally we’re OK with additional paying, but in these cases Christmas and New Year’s Dinner ended at 9:30 p.m.!

What made as the most unsatisfied was that we asked on the reception where it will be the best New Year’s Party and they said that on the beach. And we paid for it, and it ended too fast. But the real New Year’s Party was at the pool afterward, and for that we had to make another reservation. Unfortunately, nobody explained us before! And we weren’t only unhappy ones that night!

We had to wait in a line for almost every meal for 10–20 minutes Also the food wasn’t something special. We’ve eaten much more tasty food in other 5-stars hotels in the world.
There is a real issue with finding sun loungers on the beach and pool. Not just that. The most sun loungers were broken. Also on a Premium beach.
On the beach was very loud because there is public beach beside hotel’s beach. Also, at the night music from nearby domestic village is very loud. On some days you cannot sleep properly.

Everywhere there were security guards, and many of them looked and behaved like soldiers. On the beach, there had to be also security guard with dangerous dogs because of drunk and pushy locals nearby. Security guards should make tourists pleasant and peaceful but, in this hotel, it was opposite to that feeling.

It is also the question of how clean the sea because of nearby village is. Everything from the houses and locals nearby goes in the sea. You can smell the ammonia.

I made a hotel reservation online on 1/21/23 I wanted a room for 1/22/23 when I received confirmation online it was for 1/21, I made multiple calls to them and said I needed reservation for 1/22.

When I called reservation # they told me to call Hotel directly as they may change date I did and person at hotel said that the reservation could be changed I called them back and they said they could change the date, but I would still be charged for 1/22 as well as 1/23.

I found this experience with Hilton as despicable they charged me $256.66 for a room I never slept in and they were totally indifferent to the mix up of registration dates and offered no help. Reservation number R3963884183.

When booking a room in Miami at Hilton Miami Blue Lagoon, on Hilton Hotels web page, we received confirmation from the Hilton website that our room was reserved and we also had free cancellation due to being Hilton honor members, but when we called the hotel 24 hours in advance to cancel we were told we booked thru a third party and had to cancel through them. We were told we booked thru GetARoom, which we didn't, so after getting the number from Hilton we called GetARoom and told them we needed to cancel. We were given a cancellation confirmation number but unfortunately after pressing several people over several months it turns out GetARoom never informed Hilton and therefore Hilton would not refund our money. We have reciepts and confirmation that we had FREE CANCELLATION to no avail and neither company will acknowledge our complaint.

Reserved a room with a king bed and a pull out couch because there were three of us . We got a confirmation for said room, but when we arrived Saturday they said the room that was available only had a king bed. My 43 year old daughter ended up sleeping on the floor! W e requested a roll away but they said a rollaway would not fit into such a small room! Having paid $300.00 for the night, I expected way more from Hilton Hotel. Extremely disappointed! Very hesitant to stay at any Hilton Hotel ever again!

Sept 14-15, 2017. Checked in, front desk employee was very nice. Left for a function and returned at midnight. There were approximately 50 or so people partying in the lobby. Very loud, all hotel facilities were closed so they continued to party in the lobby. People were coming in off the street after midnight bringing liquor in. Our room was close to the noise so I proceeded to front desk and politely asked the employee to move us far from the maddening crowd. There were people running up and down the halls in their underwear! The gentleman on front desk that night was very angry, in general. He reluctantly gave us another room. The party continued well in to the night until the police arrived by 3pm. There appeared to be no management on site. This should have never escalated to the degree it did. The next morning upon check-out I mentioned it to the front desk clerk and she didn't seem to care one way or the other. Not even an "I'm sorry, I will speak with management about it", nothing. I wrote a letter to management and never got an acknowledgement. Really disappointed, will look elsewhere next time.

[protected]
Just checked in Hilton, my reservation through Priceline express deals. The deal was misrepresented as 4 atar. The room is sustandard, carpets torn and dirty, wall papers falling apart. When complained to management, I was told this is what I get through Pric r line, if I want renovated room, I have to pat more.
The room was advertised as 2 star by priceline, it is hardly a 2-star. I need reimbursement.

I stayed at a Hilton for 75 days in 2014. I asked the front desk to sign my account up for Hilton Rewards (obviously). Now two years later, I discovered they never did this, and Hilton's customer service is denying all of my points because I didn't discover this till now. I travel a lot, and have a long career ahead of me, so it's their loss. I will never stay at a Hilton again. Smart move.

This is just a warning to all "newbies" to using Hilton Honors Points for hotel stays. First, there are many "rules" about when and how you can use your points! I am not a frequent traveler, so, I had no prior knowledge about using 'points' for a hotel stay. However, after a stay at a Hampton Inn which is part of the Hilton Honors points family, I started to receive emails and phone calls about joining the Hilton Family. They advertised it as a way to earn points and levels, so that you would receive certain perks every time you stayed at one of the Hilton Family Hotels. Also, I knew that I had about 2 and a half years before I would be attending a convention at a Hilton Hotel in Florida. (So I have been busily saving up my points for this one particular event) About 8 months before the actual event I went ahead and made my reservations at this Hilton Hotel.
The second important fact: I have just found out that I can't use my points on a pre-existing reservation! It is up to the HOTEL to determine when and how you can use your points. You cannot split your stay by using your points to cover two nights and paying for two nights. Also, regardless of the "Rule Book" about the number of points it takes to book a 'priority room, ' don't count on that. At this Florida Hilton to use points during this particular weekend, you had to have 147, 650 per night!
My final observation is this, for the frequent business traveler, that is just looking for a nice comfortable room for one or two nights, I believe the use of the Hilton honors points is probably a wonderful perk. However, if you are like me and you want to use your points for 'that great vacation' discount, BE WARNED!. Each hotel that accepts 'honor points' gets to make up its own rules about how they will let you use your points. It is NOT a "Point for Cash' exchange. The RULES will vary from hotel to hotel and from high season to low season.

I filed a complaint with Consumer Affairs and the BBB following my recent experience with Hilton Hotels.

As a Hilton Honors member, I was solicited and purchased a promotional Hilton Grand vacations 2-night, 3-day stay in Park City, UT. I made my purchase and was told at the time of purchase to call back to book my stay. The terms of my purchase were $200+ tax for 2 nights, 10, 000 Hilton points, and a $200 gift certificate to use for another Hilton stay in return for attending a 2-hour sales promotion.

On the sales call, I requested that I be permitted to book in February due to the favorable snow conditions that time of year. I was not at any point told that there would be additional charges for booking that time of the year. After purchase, the sales associate when through a long, scripted statement of the terms and conditions, which were to include a clause of “additional charges may apply”. There was no mention of under what condition additional charges may apply, or what the dollar range of those charges might
be.

I called recently to book my trip in February, and was told that I would be charged an additional $100 for booking during “peak season”. This is abhorrently dishonest not to disclose this charge at the time of purchase. It is a violation of consumer protection laws that I was not given the opportunity to make an informed decision about my purchase. Blanket statements such as “additional fees may apply” are not an appropriate disclosure of the fees associated with purchase.

This is all beside the fact that this is simply dishonest of the Hilton Corporation, and is a risk to its reputation if it continues to deceive its customers. I have contacted Hilton Hotels and await their response.

i booked a room with Hilton Hotels directly for feb 22 weekend the room was not cheap it was in the city so i expected that however no one said anything to me about a parking charge. i have stayed at hotels all over the world and i have never been charged to park as a guest much less $47.00 for 1 night parking. not only is this a rip off but after paying the hotel to park in their parking lot that was way away from my room where i had to go thru a building just to get to the building my room was in i found out right across the street from the main entrance was a public packing lot. this parking lot not only was way closer to my room it was also $15 a night cheaper. when i checked out i asked why they were so much more? the man was very rude and said "its the city you could have parked next door" and i told him i would have if i would have known it was there. his reply was " o well have a nice day NEXT PERSON" i would never stay here again nor would i ever recommend to anyone to stay here.
Hilton Hotels this is not how you do business!