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Hilton Honors Worldwide Customer Service Phone, Email, Contacts

Hilton Honors Worldwide
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1.9 31 Reviews

Hilton Honors Worldwide Complaints Summary

7 Resolved
24 Unresolved
Our verdict: When using services from Hilton Honors 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 Honors Worldwide reviews & complaints 31

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12:47 pm EDT

Hilton Honors Worldwide Regular honors and advanced reservation

I called in June 28 made 2 reservations Hilton Buena Visto July 1-4. The Assosicate gave me 2 rooms. 1 at $519 and the second at $540 originally $840 before use of 30000 hilton honors points. I checked in yesterday and was charged $840 and $685 plus charged $150 3 times for incidentals.

I requested for staff to pull the records of the call to validate what i was told so i can be billed correctly.

Iwas charged more than $600 over my quoted rate not including the pending incidental charge. I need a resolution
confirmation [protected]. I did not receive a second confirmation as she used the first number to make the second. I was told this my advance purchase staff. My
name is Winsome Freeman One of your guest relation supervisor disconnected the call and did not call back.
I am so disappointed with Hilton as a company and equally disappointed with the lack of . ervice corrective actions. I will take this to the top for resolution. Pull the call and validate the truth. I'm sure you will find that I am telling the truth.
Please forgive typos and misplelling at this time. [protected] [protected]@yahoo.com

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10:55 am EDT

Hilton Honors Worldwide Service

Worst Experience ever! Will NEVER stay at Hilton again! Encourage You to do the same! Call center for HH Honors is turned into a finger-pointing mess! Guess I will be going back to Marriott!
Subject: Follow Up- Stay Treatment and Service Issues
Ms Carolyn Murphy:
As indicated in my previous call and conversations, I am very upset and disappointed with the level of service received from staff quoting the “bible of Hilton” in policy and filing to provide details on what is being done. I am extremely upset this has occurred after several hours and days of trying to prevent this from happening. As mentioned, I also don’t appreciate the rude and condescending treatment from both Josh and Joel (customer experience manager) who states this could take 7-30 days to be corrected.
THIS IS UNACCEPTABLE! (see attached-for dismissive email) I expect a resolution of this issue promptly. This experience has been so terrible with your staff treatment, I don’t want to stay at your property again, and personally this experience has ruined my faith and trust in Hilton property brands by damaging your creditability with me the guest. In addition, this has caused my bank account to go negative due to causing my Wal-Mart Credit card payment of 65.00 plus fees to bounce. Fix it !
Jun 26 at 3:30 PM
Mr. Cobb,
Again, this is not clear. Your poor treatment and many different responses make me still uneasy. Again, what you have provided...
If you use a debit/credit card to check in, a hold may be placed on your card account for the full anticipated amount to be owed to the hotel, including estimated incidentals, through your date of check-out and such hold may not be released for 72 hours from the date of check-out or longer at the discretion of your card issuer.
Is not changing the fact we have heard 4 different stories of this today. I will not be giving you my card. If you want to run as a pre-paid discount rate and cash let me know or I am going somewhere else. Your actions today make me never want to say at Hilton again as a honors guest this has been very stressful to sit in my office and make several calls. I will not be issuing a blank check for unknown charges.

Regards,
Stanley-
Hide original message
On Friday, June 26, 2015 3:23 PM, Josh Cobb wrote:
Good Afternoon,
As requested, below is a copy of what information is attached to all room confirmation emails and letters. The paragraph right after the "Please Do Not Reply..." states our policy regarding credit cards. I apologize that you have experienced different accommodations when you have stayed at our hotel. Please let me know if there is anything else that I can assist you with. Thank you and have a wonderful day.

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†Visit Hilton.com/guarantee to learn more about our Best Price Guarantee.
* Service of alcoholic beverages is subject to state and local laws. Must be of legal drinking age. Hilton Requests Upon ArrivalTM items are subject to availability.
PLEASE DO NOT REPLY TO THIS EMAIL. MAIL SENT TO THIS EMAIL ADDRESS CANNOT BE ANSWERED.
If you use a debit/credit card to check in, a hold may be placed on your card account for the full anticipated amount to be owed to the hotel, including estimated incidentals, through your date of check-out and such hold may not be released for 72 hours from the date of check-out or longer at the discretion of your card issuer.
If you need to MODIFY or CANCEL your reservation, click here.
Any change to the arrival date, departure date or room type of this reservation is subject to the hotel's availability at the time the change is requested and may result in a possible rate change or an additional fee. For example, shortening or lengthening your reservation is subject to availability and may not be possible at a later date. For more information, please click here to see all the rules and restrictions applicable to this reservation.
If you have questions regarding your reservation, please contact Hilton Reservations and Customer Care at 1-800-HHONORS [protected]), click here, or email us at [protected]@hiltonres.com.
Hilton HHonors membership, earning of Points & Miles®, and redemption of points are subject to HHonors Terms and Conditions.
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Unsubscribing from all marketing email will prevent you from receiving your HHonors Monthly Statement. You can continue to check your account by logging into your profile or by calling 1-800-HHONORS. Outside the United States and Canada, please dial + [protected] for assistance.
Notice of Confidentiality: This message and any attachments may contain confidential information. If it has been sent to you in error, please reply to advise the sender of the error and then immediately delete this message.
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©2015 Hilton Worldwide Hilton Reservations and Customer Care | 2050 Chennault Drive | Carrollton, Texas 75006, USA
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Josh Cobb
Assistant General Manager
Hilton Garden Inn Minneapolis Downtown
1101 4th Avenue South, Minneapolis, MN 55404
P | 612.339.6633
Dear Mr. Alexander,
I have communicated with your banking institution to release the held funds. I apologize that we were unable to accommodate your request about forgoing our incidental hold. This is done for every guest, every time. Every hold that we take falls off at check out when the charges are finalized. After that it is up to your bank to release them to you. It normally takes 3-5 business days and could take up to 30. Your bank would also explain how holds work the same way. I have expedited this hold to be removed for you this time, but just for the future please know that we do take holds at check in and we release them at check out.
I hope you have a wonderful day,
Joseph A. Aufenthie
Guest Experience Ambassador
1101 4th Ave South, Minneapolis, MN 55404
Direct: [protected]
Fax: [protected]
[protected]@fhginc.com

Subject
Hold Release - Insufficient Information
Discussion Thread
Response Via Email (Tina) 06/29/2015 10:29 PM
Dear Stanley,
Thank you for contacting Customer Care. We are happy to assist you with your inquiry.
You recently contacted us to request the release of a transaction hold on your account. In the interest of protecting the customer, we require merchants to provide written authorizations clearly stating that they have no intentions on debiting the said transaction(s) from your account.
The letter we received does not provide us with sufficient information to honor the request at this time. The letter did not feature:
• Unable to do a partial release. Indicate transaction amount(s) - listed separately
As such, at your earliest convenience, please contact and instruct the merchant to submit another authorization letter directly to our department at [protected]. For your convenience, we have attached a template of such a form. If you choose to use this template, please remember it will be necessary for the merchant to transfer the document onto their company letterhead for it to be complete. If you choose to have the merchant submit the information without the template provided, please see the criteria below.
The letter should:
• Bear the entity's letterhead and be signed by a manager
• Indicate your first and last name
• Indicate your full 16 digit card number or first four digits and last
eight digits of card number
• Indicate transaction amount(s) - listed separately
• Have a statement that indicates that the merchant will not capture
the funds
For administrative purposes, please ensure that your incident number [protected] is mentioned on the fax cover sheet.

If there is anything else we can do to help you, please do not hesitate to contact us by replying to this email or by calling the toll-free number listed on the back of your card between the hours of 8am and 11pm EST (Monday-Friday). We would be happy to assist you and we look forward to your timely response.
Thank you,
Higher One
Customer Care Department
Where is my 100% Satisfaction Guarantee? I think all Social Media and Media need to know about this one! Shame on you Hilton!

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6:28 pm EDT
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Hilton Honors Worldwide Guest rewards program

Disregard for members of the HHonors program who achieved Diamond (maximum) status then dropped to a lower category after 23 years of exclusive stays for business

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Update by jmorth
Apr 09, 2013 6:35 am EDT

I agree it is sad ... a one way loyalty program.

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MyML
, US
Feb 15, 2016 1:10 pm EST

I agree. Hilton expects you to be loyal, but makes it almost impossible to become a Diamond Member. I was there 56 nights last year and many nights the year before. They now tell me, oh you need 60 nights in a calendar year to be a Diamond Member. Can you imagine? 4 more nights? I had planned on being there 96 nights this year, but am not going to bother. I would rather stay at The Marriott where they value their members more than that. Plus it is an enormous amount of points when you use Hilton.

Perhaps they are making enough money to not care about customers who do not stay with them 100 nights a year. Oh well, I like the Marriott just as much anyway. I was just trying to get my status with Hilton, but why bother.

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MicheleRSB
Gloster, US
Apr 08, 2013 11:22 pm EDT

TOTALLY AGREE~And, after speaking with the honors desk, they don't care - I "choose" Hilton, I am not required to. I think I will go back to Marriott or Sheraton- I haven't had a stay with them in over 2 years and still have my same status. I have 3 back to back trips booked with Hilton, when I received my confirmation email(s) it said "Diamond" status. I didn't find out my status "dropped" until I checked in...

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11:34 am EDT
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Hilton Honors Worldwide Did not credit my hh account for stay

On a trip to NY my sister made reservations for 2 rooms for us as a convenience to me as my time was limited. When we arrived at the Hilton Newark Airport hotel, I asked to have the reservation changed to my own name as I was paying for the stay for both rooms, and that as my Hilton Honors number had expired, I wanted to obtain a new HH number, and have the stay credited to the new number. The agent took down all of my information, said she would be happy to take care of it, that it was not a problem. I received the new HH number which was delivered to my door a few minutes later. When we returned from our vacation, I checked my HH account, and found that the stay had not been credited to my HH account. I contacted Customer Care, and they opened a "case" with all of the details to get the matter cleared up, and the agent assured me that it would be corrected and that an e-mail with the resolution would be sent to me w/in 5-10 days. 3 weeks later I had not received the e-mail and called Customer Care. It took about 30 min to be transferred to a supervisor, who said they could not make the change in the reservation due to the terms and conditions. I re-explained the agreement by the agent at the hotel to update the reservation and the other details. The supervisor advised they could not make the change. She did credit my account with some "good will" points for my trouble, however they did not equal the amount of points I would have earned had the matter been corrected. Word of warning - stand at the desk and insist that all corrections be made immediately while you wait to prevent this kind of problem. I am very disappointed that after multiple phone calls and time spent to resolve this on my end, the HH program did not to the right thing. I paid for the room, my company discount was used, and my HH plan was in place. This was a waste of my time, a failure on the part of the hotel, and a failure of HH program not to resolve it satisfactorily.

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11:24 am EDT
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Hilton Honors Worldwide Bait and switch

After calling and making a reservation, you're asked if you would like to listen to
a vacation plan to earn extra 500 points.

I never received the points. When I called in and was transferred around, I was told,
"You only get the points if you book a "package".
This is not how it is stated. To this day, when you call in, they say the same thing, "Listen to it for 500 points".
I have it recorded.

I'd like those 500 points and this practiced to be halted.

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6:06 pm EDT
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Hilton Honors Worldwide No fine print

I am a hilton fan. I admire Conrad Hilton and his vision for hospitality. I have spoken highly of the hhonors rewards program for years and recommended to many of my friends and co-workers to switch to the Hilton family of hotels. I now have to reconsider my loyalty...

While trying to book at stay for one night I found 5 different hotels in 4 different cities (all possible stoping points for the night) that would not allow me to use my points for a "standard room" even though I received confirmation from one hotel that 25 rooms were available. The response was only rooms with one king bed are available for reward stays. I guess the Hilton family doesn't want families staying in there hotels, only singles and couples should be rewarded for their loyalty to Hilton (I have nothing against singles or couples, I was each for a season in life.)

When speaking with Hilton Honors reservations about their "no excemptions, no fine print, " the response was it is up to the hotel to determine available rooms for reward bookings. There is "no fine print" simply because the do not print it. It certainly is not "that simple." My hours on the phone with hhonors and individual hotels proves that. If there is no accountability for the advertising of hhonors, the term false advertising should be stricken from our vocabulary.

I hope Hilton comes through on this as I still believe in the vision Conrad had many years ago and I would hate for his legacy to be tarnished even greater. This would be a great experience for one of the Hilton's on undercover boss - to help them realize how far their company continues to drift from its original greatness.

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Kyle G503
Chehalis, US
Sep 06, 2011 1:39 am EDT

I am going through exactly the same situation. I've been a loyal
Embassy Suites Downtown Portland guest for about a dozen years. Been a Hilton Honors member for more than 5. Yet to be able to redeem my points for a free stay. I want to book a 2 night stay, one night paid & the other points. Nope, only pay for both or Points for both. - this is what I was told on the phone by a reservation agent. Write an email to Hilton, receive one back stating that the standard room wasn't available.
Looks like I will try a couple other venues to complain (one being Facebook) to see if my questions get answered. If not, I'll be done with Hilton & will be sure to make my thoughts known.

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kga1978
, CA
Aug 29, 2011 2:51 am EDT

I think you will find the same in most other hotel chains, not just Hilton. Perhaps you are missing the point about why only King rooms are available with rewards stays...and it has nothing to do with the Hilton chain "not wanting families staying in their hotels". Int his case I do not think you should jump to conclusions.

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Hilton Honors Worldwide Available points

My clients recently stayed in Hawaii at the Hilton Hawaiian Village and the Hilton Waikoloa Hotel in Kona. They were told because it was booked with a travel agent and a tour company that they could not get their Hilton Honors points. They are very good customers of Hilton Honors and I think this is terrible that they cannot get the points except if it is booked directly through the hilton reservation service. Please let me know why this is? My name is Leslie Steele, and I am a Travel agent for Pearsons Travel. The phone is [protected] and the email is [protected]@pearsonstravel.com.

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Kim Sadler
st louis, US
Jan 14, 2014 9:09 am EST

I booked 2 rooms in altus Oklahoma on 12-27-2013 the customer service rep said that she could get me 2 rooms using points and use 40.00 cash i asked her if i had enought point for the 2 rooms with out any cash and she said yes but tried to push me to the cash anyway. i repeted that i wanted to use all points no cash well guess what she did anyway charged me 40.00 cash. i travel alot and i will think twice bebore i stay at another Hilton property. its the point that i was fraudulently charged for something that should not have happened and when i called to have the 40.00 credit put on and use points only their supervisior James Johnson said that he couldnt change it. thats a lie! i know if you can charge comebody you can reimburse it! i know that they wont call me but here is my phone # [protected]

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Hilton Honors Worldwide Cancelled reservation 24 hrs. in advance and they did not redeposit points

I booked two rooms using my reward points to attend a wedding on November 6, 2010. One room would be for my husband and myself and the other for my sister and 85 year old father. On November 5th my father became ill and I cancelled one room. My sister still went (my father lives with my husband and I). I took my father to the hospital and he was diagnosed with the flu. I have a record of my reservations and cancellations. The 30000 points have never been redeposited. I've spoken to several people at the rewards desk and have access to my account online. They keep referring me to different people. The latest on that I spoke to this morning said that my points were redeposited back when I cancelled. It is nowhere on my "points activity" page. They said that it would be the way she handled it. She said that I had used points since which is true. They withdrew points for those stays. Still there is no record of them being redeposited. I asked to speak to someone higher. She transferred me to a voicemail and I left my information. I do not expect a call back the way I've been given the runaround. All I want is my lousy 30000 points back. I've never had a problem with Hilton Honors before. Everything else has gone wonderfully. But they are being totally non helpful here. Can you help me? Sally Carroll

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Hilton Honors Worldwide Customer service

Hilton Honors was very rude, nasty, and unhepful when trying to "resolve" a disaster my husband and I had on our wedding anniversary trip to San Antonio. First, Homewood Suites on the San Antonio riverwalk tried to commit fraud in charging our credit card after we checked out an hour after we arrived due to a number of infractions. 1) They did not honor our reservation 2) the room was filthy 3) the plumbing was backed up with no remedy in sight 4) the front desk staff went beyond indifference to rudeness and gross unprofessionalism. That attitude extended to the manager — who Hilton Honors sided with — even though he was trying to commit a felony. I had to contact my credit card company who were ready to pounce as soon as they tried to make a charge. I had to contact the BBB, and I contacted HHonors. They seemed helpful at first, but quickly turned ugly when they discovered that I had reported that manager to my credit card company, the BBB, and the San Antonio board of tourism. Hilton Honors knew that the manager gave me my money back because he had to. They were, initially, apologetic. Then, without me asking for a thing, they offered a free stay at another Homewood through a voucher. They soon after revoked it saying "you already got your 100% guarantee." This was clearly after they knew that the manager gave me my money back. They made no apologies, in fact they were rude. The BBB, Hilton Honors, and the tourism board sided with the manager for whatever reason — even though he committed a crime and harrassed us for weeks afterwards. It seems as though the world is turning upside down.

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FrederickLane82
, US
Dec 27, 2019 8:44 pm EST
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Good evening Hilton Corporate Office,

I truly shy away from writing complaints and sorry for the late complaint submission. However, on 18 December 2019, roughly around 11pm, my family and I arrived at Hilton Fort Lauderdale Marina (1881 SE 17th Street Ft. Lauderdale FL 33316) from a Houston flight to begin our Wedding Cruise (Carnival Cruise Sunrise).

On this night, I arrived earlier than the person who booked the reservation (Krysta Hensley, Daughter – Confirmation #[protected]) and proceeded to check into our room after a long flight. I was then told by the Desk Attendant that the card use by the person (Krysta Hensley) with the Reservation was declined. I stated “Seriously?” and the Hotel Desk Attendant stated “Yes”. On the sense of urgency, I stated could I use my card to pay for the rooms. The Hotel Attendant stated “No”, there were no rooms available and he could recommend another hotel.

My family and I waited in the lobby until Krysta arrived in a different vehicle, so we could clarify this situation. Upon her arrival, the Hotel Desk Attendant said the same thing “Your card declined, and we cannot honor your reservation and all rooms were booked.” Krysta stated to him “There’s no way, because my card has plenty of available credit”. The Hotel Desk Agent stated again, “No rooms are available, and I can recommend another hotel”.

It was late and we all were frustrated and exhausted due to the late travel and called another hotel. We incurred a higher rate due to the late reservations of 3 rooms. Not to mention, additional cost to travel to another hotel.

Another one of our family members (Valerie Brown) arrived on 18 December 2019 shortly after my immediate family at the Hilton Fort Lauderdale Marina, same hotel (1881 SE 17th Street Ft. Lauderdale FL 33316) from a Houston flight to begin our Wedding Cruise (Carnival Cruise Sunrise). She was told the same information by the Hotel Desk Attendant “Her card had decline and that he could not honor her reservation”. She told him to hold while she contacts Hilton Honors about this mix up. The Hilton Desk Attendant to her to “Hold On” that he has some rooms available and he could honor her reservation. He reserved her room without any further hesitation.

Later the next morning we meet with all our family members and explained our hotel experience to find out more rooms were available and we (Krysta reservations) were ignored.

I reviewed the Hilton Reservation Policy:
Arrival Time: Your reservations will be held until local hotel hold time. To hold the room beyond the local hotel, hold time, a credit card guarantee of payment must be received at the hotel prior to designated hold time. For reservations confirmed from countries where local regulations prohibit guarantees to a credit card, payment by check in the currency of the country which the hotel is located, for at least one night, must be received by the hotel for the room to be held for arrival beyond the local hotel hold time. Rooms may not be available until after the reserved hotel's designated check-in time. Occupancy prior to check-in time on the date of the reservation cannot be confirmed unless the hotel has availability and payment for the previous night is received by the hotel prior to arrival either by credit card accepted by the hotel or a deposit by check.

Krysta Hensley was in contact with Demi, a Hilton Honors Representative and advise her of our late arrival due to our plane delay. She stated fine, no problem and will notify the hotel of our delay. After our encounter with Hilton Fort Lauderdale Marina Hotel Desk Agent, she replied “that I was in contact with you the entire time and your reservation should not have been cancelled”. Furthermore, there are rooms available and don’t see why your reservation could be not be honored. Also, that she will have her Manager reach out to us for details of our experience (I have text messages, if required).

Our Cruise began 19 December and was limited of phone service on the cruise ship. So, the Manager may have contacted us, but we were in the middle of the ocean and couldn’t receive service. My family and I was completely shock, frustrated of this last-minute change and found that this change was a complete hoax. We truly believe that we were racially and financially profiled, slandered in character and embarrassed by this false claim. I’m an Army Veteran, who served more than 26 years of honorable service, held a prestigious title, currently serve in a governmental capacity and been a Hilton Honors Member for an extremely long time. I’m just asking to investigate this situation and undo a false claim.

Your help is truly grateful, and this is not the Customer Service expected of an admired organization. I appreciate any help in this matter and thank you.

Frederick Lane
HH#: [protected]
Cell#: [protected]
Address:
13101 Grantham Ridge Court
Rosharon, TX 77583

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Rosalind pettis
, US
Oct 07, 2019 3:56 pm EDT

I called today to make a reservation. The lady that was on the phone with me received all of my information and went to check on a discount. I was on the phone 29 mins and the phone shut down. After being on hold she did have my name, contact number and explained that she would give me a call back. I have worked in customer service for a major company here in Huntsville for twenty years and this was poor customer service, unacceptable, and not easy to do business with.

Thanks
Rosalind Pettis
[protected]

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Hilton Honors Worldwide Lifetime membership not honored

Over ten years ago, my wife and I were given Lifetime Diamond VIP cards. This card allowed us maximum privileges in the Hilton Honors program. In October 2007 Hilton Corporation sent us an unsolicited Gold VIP card, which offers considerably less privileges than the lifetime diamond card. At the same time, we were told the seniors program was being discontinued and it would not be possible for us to maintain the Lifetime Diamond VIP cards.

Additionally, if the diamond card was linked to the senior program, I was never made aware of the fact and, in my mind, it is a discriminatory decision. In desperation, we wrote Joe Ducey, an investigative reporter of ABC in Phoenix, AZ and he kindly aired our perplexing situation. You will find his coverage at: http://www.abc15.com/content/news/investigators/consumeralerts/story/Lifetime-deals-not-always-what-theyre-cracked-up/d5bPj1hrh0Ojl4MJ7emRyQ.cspx
He, too, has never received a reply from Hilton.

I do not understand, nor does it make sense, that a lifetime membership can be revoked. To me, lifetime should by very definition be lifetime, unless they have a policy to discontinue giving cards to all seniors. We have phoned and written repeatedly to all corporate entities and we do not even receive a response.

It would be much appreciated if you could intercede on our behalf and request they reinstate our Lifetime Diamond VIP cards.

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dlakers
Davenport, US
Aug 20, 2009 4:51 pm EDT

This will not be reinstated. It has been discontinued.

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5:12 pm EST
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Hilton Honors Worldwide Point redemption policy

Hilton Honors website (www.hiltonhonors.com) proclaims: "No Blackout Dates - No exceptions" The fine print reads "If there's a standard room available at any Hilton Family hotel or resort worldwide you can redeem points for it. No exceptions, no fine print. It's that simple."

It's actually not that simple. The use of the adjective "standard" to describe the "standard rooms" in the policy is a huge qualifier. Apparently a certain number of rooms at each property are designated "standard" rooms. When those rooms are booked by Honors reward redemption, the property is categorized as "full" even though many rooms remain.

In practice, the blackout policy remains the same as it's always been, subject to the number of rooms designated as "standard"

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Lisa Kerr
Oxnard, US
Jul 05, 2012 7:24 pm EDT

I joined Hilton Honors. It has never showed any real value. I received an on line offer for hotel stay in San Diego for 119.00. Found three hotel that showed this offer. As I was booking the price changed up 300%. Tried several times. Called the 800 support number, went through 3 transfers and one supervisor. They told me it was never going to happen. This was a classic bait and switch scam.

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intlcff
Miami, US
Jun 01, 2014 9:18 am EDT

I've been trying to redeem my 311, 000 points for over 3 weeks now. I try to log into my account using the log in information they provided me and an not able to. Their customer service reps attempt to log in using these credentials and they cannot either. I've spoken to and emails over 5 different reps in the past 3 weeks and still can't log into my account or redeem my points. They've supposedly sent my emails to 2 different liaisons who are supposed to contact me, but after 3 weeks, I have not heard from them. Horrible customer service toward a client who's been a member for over 15 years.

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JackiefromNorthernOntario
Naughton, CA
Jan 12, 2013 12:19 pm EST
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I have an account. Have tried to stay at their hotels everytime I travel but they do not have many hotels in Northern Ontario. In September I booked a number of rooms at 2 locations for 12 people. One hotel assured me that I would get stay credits - I didn't. I found out later that arrangements could have been made to get the credits. No one told me this when I needed to hear it. When discussing this with a representative they noticed that I was not getting full credit. My thanks to that person but no one could have noticed it before! At the end of December I was one stay short- no hotels in Sault Michigan. I've stayed once already & have another room booked at the end of the month, February & March. So I call & ask for I rooms credit to get to gold. I'm told they are emailing supervisor. Call later; no answer yet, please be patient. Call later; oh they should have told you they cannot assist until maybe March & then you will have to do something but we can't say now what it will be. Long & short of it folks---- they don't care! Good luck finding the terms & conditions- obviously their people don't know them either. They are not willing to bend even though they misled me. I can't believe they don't care about losing a customer. Avoid Hilton hotels & in particular Hilton Honours. Find a loyalty program that is loyal to you too!

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chickenpeasandrice
fdfgdsfd, GB
Sep 12, 2012 6:08 am EDT

i love hilton

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brian ford
, NZ
Jun 04, 2011 7:11 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Its a scam.I live in New Zealand and when I signed up for the hilton points program I was told that the points never drop off (like my Marriott points).Well they do as I've just receiced an email from them telling me if I don't use there hotels or buy more points(1000 points for $12) then my points may be forfitted.Well I won't be back in the states until 4 days after my points drop off but may not be back again for 18 months, who knows.Anyway I rang to make a booking, got put through to another booking office.Could'nt get a better price than retail and no guarantee my points won't be dropped unless I confirm now with my credit card.I won't stay at Hilton again.They need to make sure everyone that represents there company are fully trained in the rules so they can answer questions correctly and not misleed the customer.I also had 2 cards issued when I signed up but got the points, not that they are any good.I watched the Conrad Hilton story in a CA hotel and felt he was a real great man and must of been so proud of his hotel chain.I wonder what he thinks now of the way its run and how his customers are cheated.I'm sure if he was still around there points system would be better than everone elses's.

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elle8
, US
May 27, 2011 6:36 pm EDT

Last year, I set up my own HH account online and opted to receive air miles for hotel stays. Never received credit for my stay at a HGI within days of joining the program. Spoke with 2 customer service reps (one before I even checked into the hotel) who indicated the account wasn't set up right, but they would make sure it was set up so that I'd get airline miles. Never happened. Today (5 months later) spoke with customer service who informed me that one cannot receive airmiles until AFTER your first stay, and besides she stated...your account is not set up correctly to receive airmile credits.. She also indicated the 2nd agent had set up a case file with my concerns, yet I never got a response as to the end result of the case file. Transfered to a supervisor who once again informed me that my account was not set up properly and offered to make sure it would happen. When pressed for a response for what the agent I'd just spoken to said about being eligible for airline miles AFTER your first hotel stay, I was told by the supervisor that was not the case. To which I respond...either the agents don't know what they are doing or there are hidden rules not made clear to program members and either way HH looks bad. In my experience dealing with 2 agents in account set-up and still not getting it right...this program and its agents lack credibility. Nice hotels, but there are others to choose from, and in this economy, many offer the same, if not better deals.

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AE185
Brooklyn, US
Feb 11, 2011 5:56 am EST

Hilton Honors is a complete and total scam. I have well over 7000 points. According to the site that's enough for a free room. Only when trying to book a free room do you realize that it's a tier 1 reward and according to Hilton you can't get a free room in any 'populated area'. I guess you can get a free room if it's in the middle of absolutely nothing because I live in NY and there are no rooms that qualify in the entire Hilton owned hotels for all of New York, New Jersey, Pennsylvania and Delaware. So maybe if I drive 5 states away I can get my free room lol. There are non hotel room rewards on the site too but over 7000 points doesn't get you any of those either. Typical crappy rewards program that wants undying loyalty only to severely overprice the good rewards so that most people will never ever see them.

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alodn2
Frisco, US
Aug 31, 2010 8:14 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I stayed at the Hilton Times Square recently for seven nights. Even though I used my HHonors # when making the reservation, it has never shown up on my account. I have e-mailed them 4 times requesting credit for my stay but to this day I have not been able to get a response or explanation of any kind. I have always been happy with my stays at Hilton properties but I feel I deserve some kind of explanation as my I have not received any points for my stay. Even though I love there hotels, their lack of response has left me very unhappy. This has all occurred on a new HHonors account because they inactivated my old one and I lost all my points. I had been a regular customer but refrained from traveling for awhile after the birth of our daughter. I don't think I will give them another chance. There are plenty of other hotels that would be happy to take my money.

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Hilton Disgusted!
Taylors, US
Apr 17, 2009 3:03 pm EDT

I ordered merchandise 2 months ago and was told by a "Rewards" associate that the color scheme would not be available until April, even received a ship date...When I called inquiring about my merfchandise they told me it had been cancelled and my points were put back into my account...I just want to be done with these people! TOTAL excuses with every aspect of what should be HARD-EARNED SERVICE!

Hilton Disgusted!

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Pete
, US
Apr 10, 2009 10:38 am EDT

I have never had a problem... perhaps its a User Error on Jeff Cashman's part.

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