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1.9 69 Reviews

Hilton Worldwide Complaints Summary

15 Resolved
54 Unresolved
Our verdict: When using services from Hilton Worldwide with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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Hilton Worldwide reviews & complaints 69

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1:12 pm EDT
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Hilton Worldwide thiefs

My wife her mother and sister checked in to the Hampton inn on Aug 14 and was told they needed a credit card for damage depoist.(done) The next day they paid for the room in cash and asked for a reciept. They told them to just keep the reciept that was under the door. One week later i noticed my Credit card was charged for the room. I called the Hampton inn and they told me they have no record of cash being paid, they would of gave you a reciept. Well watch out for Shelley people because she puts the cash in her pocket.

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6:54 pm EDT
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Hilton Worldwide refund

We booked a trip to New York City through Expedia. As an 81 year old computer novice somehow I double booked including Hampton Inn.
Not where we will stay. Front desk manager Frank Cortese refuses to offer any relief for us. Probably he is following the RULES!. Most likely my own fault but we have saved for this trip for a long time and now if we have to pay for a room we won't use our trip is totally spoiled. He still has three weeks to rent the room and a little compassion would help us have a trip of our lifetime to New York City. Something we have dreamed about for some time. We may never have another chance considering our age. Bob Nelson

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HotinVAUS
Salem, US
Dec 05, 2009 12:11 pm EST

They booked through Expedia. No Cancellation!

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coemp
, US
Nov 30, 2009 9:42 am EST

That is not right... I work at a hampton inn and they have a 24 hr cancellation policy. As long as you call to cancel within 24 hrs of arrival then they have to cancel the room. Go through the reservations line and tell them what is going on and they should be able to cancel it for you.

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HotinVAUS
Salem, US
Aug 23, 2009 10:01 am EDT

Have you tried to call Expedia? See, when you give your credit card to an online booking company, (or 3rd party booking) they automatically charge you for what you booked. Used to be, 3rd parties would not allow you to cancel or change reservations, but now, because so many people are using these sites, they are being a little more leinient. Once you book and pay, the site will send the reservation to the proper hotel with a one time use credit card that is loaded with room rate and taxes after the site takes away their booking fees. The only sites that don't have booking fees are the sites for the acutal hotel (go to the brandname.com) Try calling Expedia and they should in-turn call the hotel to see about canceling for you. I'm sorry if they don't cancel, see if you have anyfriends that would enjoy going on the trip as well and offer them the exta room! Good Luck!

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6:56 pm EDT
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Hilton Worldwide illegal eviction-management abuse

On May 23, 2009, my wife and I checked in to the Hampton Inn, and went to sleep at about 7PM At approx. 9PM, we were awakened by the "temporary" Hotel Manager, Juanita Hatcher, accompanied by 6 Twin Falls Police Officers, who demanded entry to search the room. We were told there were "numerous" complaints of a "marijuana" smell coming from our room.

Upon examining us and searching the room, the Police verified there was no such activity going on at the time, or even recently, or we would have been arrested immediately. Ms. Hatcher became loud, provocative and rude and demanded that even though we were found innocent by 6 professional law enforcement officers, (who have extensive training in detecting drug activity), that we be evicted anyway, without due cause.

The Police told us that if the "temporary" Manager wanted us out, we must leave or be arrested. We were illegally evicted under Idaho State Law, as there was no cause, as clearly defined by State Innkeeper Laws, and Ms. Hatcher used her personal and casual relationship with the local police to enforce her illegal eviction.

No proper Corporate or Legal procedures were followed.
Numerous complaints to the Hampton Inn and Hilton customer service have gone unanswered, except we were told that since we were not charged for the night, the incident is closed.
The "temporary" manager, Juanita Hatcher (who briefly studied Criminal Justice in College), thought herself more qualified than the Twin Falls Police Department in assessing the situation, was not properly trained for this situation, and acted with overzealous hostility and punitive action against us, which violated both State law, and Hilton Corporate Policy and Procedures.

Her employer should have already been aware that she was not qualified or trained to act as "Temporary Manager" over the Memorial Day Holiday Weekend.
This was inexcusable, and we are considering serious civil action against Hilton, for negligence, with deliberate intent to cause harm.

Hampton Inn and Hilton's refusal to address this matter are just making us angrier...and WE ARE NOT JUST GOING TO GO AWAY!

Steven and Angela Kostritzky-Haws

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10:58 am EDT
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Hilton Worldwide unauthorized billing

Last year I was involved with the Cooper River Bridge Race in Charleston, NC. My friend and myself stayed at the Hampton Inn in Mt. PLeasant, SC. The Hotel suggested that I fill out a form giving my name, address, credit card into. and not sure what else. I was told that I would be notified sometime prior to the 09 race in regards to weather I wanted to keep our reservation or not. My friend decided that it was too pricey so we decided to stay with friends who rented a home for that week-end. My husband received our statement for March which had a $200 charge on it for the Hampton Inn in Mt. Pleasant. Needless to say I am very upset with this. The Hoel is refusing to refund this deposit for us. My son is getting married next week in West Orange, NJ. All the guest are staying at one of your properties. Also, we always use Hampton Inn's when we travel. You can imagine my disappointment that the location mentioned will not assist me with this dilemma. I am hoping that someone can assist with this situation.

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Are you Serious?
554 S 4th Street, US
Apr 15, 2010 11:35 am EDT

There is a 24 hour cancellation policy, if you do not cancel within that 24 hours, then you are a no show charge because the room was held for you and could not be sold to anyone else. They did do the right thing and you honestly have no room to complain.

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amberthomas
Broken Bow, US
Aug 04, 2009 10:32 am EDT

I agree. The same has been done to us this past week. Guest Assistance won't help, the general manager is VERY rude. Is there someone we can go to that is above all these and can we form some boycott or something. To the response about YOU are required to cancel: The man I talked to told me this was not a reservation- and there would be no penalties, charges, no show charges, etc. If he told me this, then why would they still charge me? How else would I know about this penalty, IF NO ONE TOLD ME?

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dlakers
Davenport, US
Jul 10, 2009 6:41 pm EDT

Regardless if they failed to call you, YOU made a reservation and didnt cancel it. The phone call is just a courtesy and not required. You are required to cancel it if you do not want the room. You didnt and you were charged for the room they held for YOU and didnt give to someone else. They did the right thing.

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8:52 am EDT
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Hilton Worldwide - terrible experience

I was a employee for Hampton Inn from Apirl 2003 till March 2009.On March 8th, I informed the General Manager about what had taken place over the weekend. I was pushed up against a storage door by a male coworker, a sheet put over my head drugged into the indoor pool area and my male coworker tried to throw me in the pool.Two other employees stopped him...

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9:57 am EDT

Hilton Worldwide irrational front desk personnel

My original complaint was how my son and I were treated at this hotel. My second complaint is how we have been ignored by both the actual hotel, the management company and Hilton Hotels corporate office.

My son and I were driving back from Florida to Niagara Falls, New York, which is about a 23 hour trip. We had decided that we enjoy Hampton Inns and would stay only at this chain on our trip home. Our routine was that my son would go in first to see if they have rooms available and the rate. My husband is in the hotel business and at all other hotels when he would mention this, they would give us a courtesy discount. At this particular hotel, the extremely rude desk clerk responded with "so what do you want from me?"...my son comes out to the car with the info and the quote. I go in (its late, I am tired from 10 hours of driving), the girl my son had spoken to was not at the desk, so I check in with someone else. We go to our room, then to dinner. We return, it is now approx. 11pm, to find that the double bolt on our door does not work...my son goes to the desk to ask for assistance...nasty girl is there and says "I will get to it when I can"...I want to go to bed and cannot wait until she feels she has the time to assist us. I go to the desk, not angry, just tired, I explain the problem with the door and she starts slamming things, pushing the chair into the desk, slamming drawers, its at this point that I realize that I am not dealing with a rational person-without going into our verbal exchange- I decided that I no longer felt safe in this hotel with this person behind the desk. We check out...West Virginia is very mountainous, and driving is dangerous...but she had me so upset that I knew I would not be able to sleep, so I drove straight through the night. She is a very lucky woman that we got home safely.
The second part of this story, is that when we got home I contacted the General Manager of the hotel, Paula Kisnser spoke with her and still have not received any response. I contacted the Management Company..Vim Management, spoke with and sent a letter to Kim or Sue, still no response. This all happened in August, '08. On Sept. 9th, I sent my second correspondence to Teranne Dowdell at the Hilton Corporation. Again no response...I think this is a disgraceful way to treat a "guest"...I will never stay at any Hilton afiliated hotel again...and that is sad because we truly enjoyed at our stay at the other hotel. If you want good guest relations and good corporate response DO NOT GO TO HILTON!

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supermom
Bridgeport, US
Apr 14, 2009 11:36 am EDT

I live not far from the hotel you are talking about - and I have never stayed there - but I want to appologize for the rude behavior you experienced in WV - its not 'normal' to find people who are so rude. Its a shame - people like the one you are talking about is who gives WV a bad name.

I do put my inlaws up in that hotel from time to time - and they haven't had a problem - but I will keep an eye out for it.

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9:55 pm EDT

Hilton Worldwide poorly run hotel

If you enjoy the antics of the three stooges, you will appreciate the staff at the Carol Stream Hampton Inn. This hotel is a study in mismanagement and a wonderful example of how not to run a hotel. Wrong beats right by two to one at this roadside disaster. From the maids leaving no towels or tissues, but taking the remote, to the handy man plugging the Ethernet cable into an empty hole in the wall, you laugh until you cry. This ineffective stopping place for the road weary occupies what once was Illinois prairie. Mother nature should take back her land and dispel the false hopes and promises of the Hampton.

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DinZ90
, US
Sep 04, 2009 5:05 pm EDT

After being evacuated from the Oak Glen Fire in California we chose the Hampton Inn to spend Sunday night it hopes of returning home the next day. We arrived about 8pm and the desk clerk gave us the evacuee rate of $85. They gave us a late check out the next day that was appreciated.

On Monday Aug.31 we decided to return, called for a room and was quoted a rate starting at $135.

It is sad that a company wants to take advantage of evacuees.

We are business owners in a tourist area with limited lodging possibilities and we will NOT RECOMMEND this Hampton Inn to anyone looking for lodging.

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Balme
, US
Apr 13, 2012 12:03 am EDT

After traveling over 7 hours with three small children on our first vacation in 10 years, (the best I could manage was 2 days off) we arrived at the Hampton Inn in Arcata CA with which we had made reservations 4 months ahead of time, only to be told that our room had been given away 45 minutes prior because there was something wrong with the card number in their file. They called our home, obviously to no answer due to fact that it was 400 miles away and we were driving.

By now I have a wife and three kids crying in the car with nowhere to go and the only thing offered is the number to some no name roach motel. The only reason we were going to stay there was because they have been decent in the past. It is a full hour away from anything we had planned on doing on our short visit. They haven’t offered to do anything to make it right. The 10 year old looking desk jockey had the power and authority to ruin our weekend but none whatsoever when it came to saving it. I’ll definitely not use a Hampton owned business again if this is their policy towards customers and families.

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chikn
, US
Dec 07, 2011 10:24 pm EST

I work for FEMA and when I checked in to Hampton Inn 10-20-11 located Hershey, PA. I gave the desk clerk a tax exempt form for the state of Pennsylvania, The next morning when I checked out I notce that the taxes had not been removed from my check out receipt. I asked the desk clerk, could she look for the form that were submitted for tax exemption, which she did, but stated that she could not remove the tax, because her Manager was not there. She than made a call to her manager; and were told that she could only remove the County room tax but not the state tax.

I informed the clerk that I need 0 balance with the correct pricing on the receipt, which she said that she could not provide.The clerk wanted me to leave with a inconplete receipt and stated that her manager would e mail me if correction needed to be made. I finally decided that i would pay for the taxes and went to turn my key in. That manager just walked in and did give me my 0 balance. This was very stressful in a stressful situation because no one was availble that was knowlegable of dealing with matters like this. I have always enjoyed staying at Hampton Inn, but this is far the worse encounter that I have experience at any Hotel.

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hokiegirl02
, US
Jun 11, 2011 8:01 pm EDT

First off I will say that it's a real shame that this hotel is so nice, but a rude staff and a rude manager will RUIN anything. I am a seasonal employee who stayed at this property, every morning my friend would wake up with bites on her, since we were going to the water park during the day and then out at night we just assumed that it was from being outside. On the 2nd day of our stay there was a cockroach in one of our beds, we called the front desk and the lady who barely spoke English came up and got it, apologized and said this hotel NEVER has bugs. As an employee I know that it's possible for ANY property to have bugs, so I shook it off. On the last morning of our stay my friend woke up with bug bites on her stomach, I then knew that it wasn't from being outside, she works in property management and decided to take the bed apart and look for bedbugs. We removed the sheets from the mattress and found a tiny bedbug crawling around. We immediately called the front desk and demanded that a manager come to the room, 45 minutes later we were still waiting. During the said 45 minutes we videoed this little critter crawling around and took pictures. My friend decided to grab a housekeeper from the hallway; the housekeeper came in and said she would call her manager. The housekeeping manager came in and said "eww what's that. She had on rubber gloves and SQUASHED the bug with her finger, killing it. She said “I don’t know what bedbugs are, I’ll can call the manager at the COMFORT INN across the street and see if they can look at them". She then took the dead bug and put it in a cup along with some other dead ones we had found and took it to the desk; we called guest assistance and demanded to speak to the manager who was "off of the property". Guest assistance called the front desk and asked for a manager, we were told he would be back to the property and would speak with us directly. The manger called back while I was in the shower and my friend answered, he told her that first off what was in the cup was not a bug, and secondly he called my hotel and the person who answered didn't know who I was and that I didn't work there and he said he was not going to do anything about it. He was VERY VERY RUDE, and as a Hampton Employee I expect more and better from this person, clearly he missed the 100% satisfaction guarantee video training. I called my manger and she verified that she did not speak to the manager and that it was a front desk employee who wouldn't know that I worked there anyway since I am a seasonal employee. I called back to the desk and spoke with the manger who would not even let me get a word in, I explained to him that I was in fact an employee and that he could call my manger to confirm and he said that he was not going to do that, he said I was lying that there were no bedbugs, I tried to explain to him that we had pictures and video and he said that we made them up, even though they are clearly time stamped from the phone. He said that we needed to vacate the property immediately that the room was rented at 3pm today. I then tried to explain to him that I didn't care about the money that he was going to rent a room to someone else KNOWING it had bedbugs and again he said we had no bugs and we were lying, that it was convenient that we found them on the last day. He said that they were an award winning hotel and they didn't have BUGS. Well Mr. Guess what? ANY hotel can get bugs, because the bugs don't care what award you've won. Well from now on, I'll be certain to a. NOT EVER stay at this hotel again, b. Contact the heath department and the newspaper about this man and his business, and c. check for bedbugs every single time I check into a hotel on the 1st night.

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Lipirane
, US
Apr 22, 2012 7:32 pm EDT

I work for FEMA and when I checked in to Hampton Inn 10-20-11 located Hershey, PA. I gave the desk clerk a tax exempt form for the state of Pennsylvania, The next morning when I checked out I notce that the taxes had not been removed from my check out receipt. I asked the desk clerk, could she look for the form that were submitted for tax exemption, which she did, but stated that she could not remove the tax, because her Manager was not there. She than made a call to her manager; and were told that she could only remove the County room tax but not the state tax.

I informed the clerk that I need 0 balance with the correct pricing on the receipt, which she said that she could not provide.The clerk wanted me to leave with a inconplete receipt and stated that her manager would e mail me if correction needed to be made. I finally decided that i would pay for the taxes and went to turn my key in. That manager just walked in and did give me my 0 balance. This was very stressful in a stressful situation because no one was availble that was knowlegable of dealing with matters like this. I have always enjoyed staying at Hampton Inn, but this is far the worse encounter that I have experience at any Hotel.

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Idocare
Washington DC, US
Apr 13, 2012 5:39 am EDT

I don't think the Hampton Inn cares as you haven't taken a vacation in 10 years so haven't used a hotel.
Your wife is a ### and your children are stupid. Perhaps you should pull a Susan Smith on your sad family as you don't seem to care for them

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We are divorced now
Grosvenor Dale, US
Apr 13, 2012 12:48 am EDT

How could you talk to your wife like that and call yourself a "husband" or even a "man" I bet you don't have the balls to talk to a man this way face to face. You just like pushing women around.

You verbally abuse your wife and children and expect the hotel to pay for your vacation because you cannot act your age. The "desk jockey" may have looked ten to you, but you are the one behaving like a ten year old.

I left an abusive relationship. First it was verbal abuse, then physical. Once my no ex husband hit my ten year old son I decided enough was enough and left him. My brother wanted to fight him, and like a coward because he was dealing with another man my ex husband backed down. He was like you the type that likes to beat down women and children. Had no respect for women and children. I hope that your wife makes the same wise decision I made and leaves you before the abuse turns physical.

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frank53
New York, US
Apr 13, 2012 12:46 am EDT

your credit card declined you jerk
and why would a hotel pay for your crap-tacular experience at Disney?
'cause you're too cheap?
hope the wife takes that hot pan of bacon grease and gives you a good dump and thump tomorrow morning

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BaIme
Harlem, US
Apr 13, 2012 12:40 am EDT

What is an SEO complaint you ###?

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BaIme
Harlem, US
Apr 13, 2012 12:40 am EDT

Well she had a good reason to cry. The reason she was crying was because after my room was cancelled I told my children we were going back home. We were no longer going to Disney. They were really looking forward to Disney. My children cried and protested and I told them to stop acting like babies and that we were going home. My wife stood up for them. At this point because they cancelled I was beyond angry. I am ashamed of this but I called her a ### and told her she was stupid because she probably gave the wrong card number and that is why we are in this mess.up. I also told her that the desk jockey looked like a ten year old girl and this is what happens when women are left to make wrong decisions. They give the wrong card number they cancel our bookings ect. We got into an argument about the role model I was setting for our children Especially my son. That I am teaching my nine year old son to treat women like trash. I later apologized but the trip was already ruined because of this ten year old desk jockey (whom my wife insists on calling a lady instead of girl) We did eventually stay at a no name roach motel. However the whole mood was spoiled and my stupid wife blames me. I blame the Hampton Inn for ruining our vacation and the lest they can do is pay for our trip to Disney for making me fight with my family.

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12:00 am EDT

Hilton Worldwide their 100% guarantee is a lie!

I booked a reservation with what I thought was the Hampton Inn in Cambridge, only to be automatically booked in another Hasmpton when all the rooms were full (I must mention that this was done from a sneaky website called "PLACESTOSTAY.COM" - don't EVER go through those guys!). Anyway, when we got to the hotel we first noticed this wasn't Cambridge, then we got a room with one bed and smoking, i had requested two beds, non-smoking bec. I am allergic to smoke and traveling with my husband and teen daughter so i needed two beds. There was a huge convention in town so all hotels were totally sold out including this one. When we went to complain to front desk we were told there was nothing they could do since it was sold out. We managed to go back upstairs (mind you it was 4:00 a.m. when we got there due to flight delays) hoping to get a little sleep even with one bed until we could sort this out in the morning. As soon as my daughter hit the bed, she immediately broke out in hives and welts ALL over her body! We all freaked and jumped out of bed and went back downstairs to tell them and show the girl we were checking out due to this horror. the girl at the desk apologized and said we should talk to the front office manager and gave us his card. they also had a HUGE display on the counter saying that they have a 100% guarantee and "IF YOU'RE NOT HAPPY, YOU DON'T PAY !". Well i have tried contacting the front office manager several times and he is ignoring my emails. I will not stop until I get all my money back! (This was a pre-paid reservation).

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Moochie
, US
Apr 20, 2009 10:41 pm EDT

I disagree with your post as well. I agree with the above posters.

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tk
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Jun 07, 2008 3:17 pm EDT

I disagree as well. As a hotel manager myself the best way to ensure a accurate reservation is to book online throught the hotels website or contacting them directly.
When you book on a 3 rd party website your reservation is not always gtd a specific room type just a room. That's because 3rd site are just searching for their commission not your sadisfication.

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Elie
,
Feb 27, 2008 3:05 am EST

I'm sorry but I have to disagree with you. When you pay a DISCOUNTED rate with a middle-man service, you make certain sacrifices. If you can't make those sacrifices, then book normally.

Only having a room is guaranteed, not the type of room. Hotels will obviously give preference to those paying a HIGHER rate. And how could they help you if they have no more rooms? I see people say this kinda stuff all the time.. "Can't you just put me in another room? You've got to have something left" ..but NO, they don't. Sold out means sold out.

Next time, save your daughter from that horror by booking your room normally and you will see a different service from the hotel.

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12:00 am EST

Hilton Worldwide very embarassing check-in process

I have been a Diamond member with Hilton Honors for numerous years. I do have one of the few remaining mutual funds accounts that enable myself and my domestic partner to both to be on the same account. During the month of February we checked into the Hampton Inn Convention Center for one night.

The night auditor was very unprofessional. He was constantly talking on his cell phone and our check-in process took almost half an hour. During this time he felt the need to explain to us what a king bed room was and that it would only be one bed and for two gentleman it would not be comfortable. When I assured him that it would be fine, he kind of snickered and had an attitude and assigned us a 2 double bed room anyway. We asked him to fix it and he did. The next morning I called down and asked to speak to the General Manager. Jenny Peak called me back promptly and I explained to her the situation. She apologized and assured me this was not the norm for her hotel. She offered to refund what I paid the night before under the 100% guarantee and then also put as many Hilton Honors points in my account as she could. I thought it was a nice gesture I accepted and checked out later and everything was fine. Realizing that things take time I waited and waited for the points to post. After being a Diamond member for so long, I realize at times Hilton Honors can sometimes make mistakes and I decided to call Jenny again and ask about the status. I called Jenny in the beginning of September and spoke with her. She told me it was a three step process and must have gotten stuck somewhere. This was a Monday and she assured me she would call me back no later than the following Monday. I waited until the second Wednesday and called again and left her a message. I waited until the following Monday for a call back and no response. I left over 10 messages on voicemail since then with not one phone call back. I was told by her staff that she was out sick or she was in her office not taking calls or she was in a lot of meetings off-site. When I called asking for someone above her I was told by the Manager on Duty that they would take a message and Jenny would have to call them with my contact information. Finally on October 10th I called again and spoke to Ney (I think the spelling is correct). I explained to Ney the full situation and told him I need the contact information for someone outside of the hotel.

He apologized and asked me to give him the opportunity to deal with this himself. I told him that I have been waiting over 7 months for the hotel to deal with it and he responded by telling me that he would do it personally. I wanted to give him the opportunity to do so. He called me later in the day and told me that it was taken care of electronically and he depositd 34,000 Hilton Honors points in my account. Yesterday when I noticed the points were still not in my account I called Ney again yesterday and was told "Yeah I got an e-mail about this today and I need AVP approval for this because of the amount of points. I'll discuss it with them today." So tired and frustrated with getting the run around I obtained the number for the Hilton Operations Center in Memphis and was instructed to leave a message for Mr. Mitchell which I did. Another hotel in Germantown gave me your e-mail address and well as Lana Perkins. That is where we are now.

I had a very embarassing check-in process and quite frankly in this day and age in Washington DC I expect more. I gave Hilton Hotels last year over 100 nights personally and over 125 nights between manager's training and meetings. I am also a Platinum Member in Marriott rewards and have dramatically reduced the amount of nights I have stayed in Hilton Hotels due to this level of unprofessionalism. I felt she lied to me just so I would leave happy and that I would just forget about it. In actuality I have not forgotten about the level of service in her hotel, or her antics, which both seem to be on the same level of professional conduct. A team is lead by a leader and I believe she leads her team to same standard she sets for herself. As a regional manager, I realize you have many hotels under you. Some of which in the DC area I believe are the best in the chain.

Thank You,

Richard

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jim pulskamp
, US
Aug 24, 2019 9:47 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Smashed cockroach on wall in my room. That I am currently staying at. Still on wall! ROOM 414

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ace7913
, US
Nov 11, 2018 8:32 pm EST

sir i got an email from rbitransfer, that hilton hotel in liverpool has vacancies in various fields, so i applied for two fields and they sent an email consisting questions as interview form.after i sent them that i got a mail as that i am chosen for the job. i want to know is it a fraud or real
please notify me
thanking you.

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Use this comments board to leave complaints and reviews about Hilton Worldwide. Discuss the issues you have had with Hilton Worldwide and work with their customer service team to find a resolution.