Hilton Hotels Consumer Reviews - Page 3

WOODCLIFF LAKE, NEW JERSEY -- Update: The original complaint had fiance instead of husband in several statements which prevented people from thinking this review was legit, so I'm updating that. My husband and I chose the Woodcliff Lake Hilton over the Park Ridge Marriott as our hotel for the night of festivities of our wedding - BAD CHOICE. Along with our suite reservation, we had a total of about 15 other rooms booked with us. The Hilton does not appreciate any sort of business you bring into them.

Let me set the premise for you. It was the night of our wedding, everyone came back from the venue in high spirits. I just had the best night of my life and was looking forward to having an extended great time with my friends. We all gathered in my suite for a nightcap. As it happens, we got a little bit too loud so there was a complaint made to the front desk. This was OK, we gladly relocated to an outside designated area they had for guests to gather and have fun. Later on I retired to my room to head to bed since it had been a long day (husband dropped me off and went back to say goodnight to the remaining guests).

After I would say 10 minutes of sleeping I awoke to this witch of a security guard named **, I'll never forget her wrinkled, orange, old leathered face. She was screaming at me, telling me I'd better shut up or she was going to call the cops. I of course thought I was dreaming and found it hilarious since I was sleeping alone in the room. She didn't find it so funny and continued to scream and threaten me. At this point I called her out for being racist and demanded a manager there asap. I don't like to pull the race card ever, but we were a group of very diverse minorities in a very white neighborhood. All of the neighbors around us were white.

She automatically assumed that it was my room making the noise, even when my room was completely empty with me sleeping. Moving along, the manager got there. I asked her to enter my room to see how quiet it was. There was no one in there, I was lying on the bed. Did I have any objects making noise? I didn't even have a TV or radio on. The whole time the manager was defending the witch, saying a complaint came in so we have to respond. That's fine, everyone has a job to do but how can you come yelling and accusing me of something I'm not even doing? To this day I'm still puzzled.

So now here's the kicker. While I was talking to the manager in my room, the witch took it upon herself to open my room door, throw my friend's bag into the room (it was mistakenly left in the lobby), and then slam the door. This just seems wrong to me on so many levels. First off how can you just freeingly open the door whenever you choose? Isn't that a violation of privacy? Secondly she knew we were in the room, what is so hard about knocking. Thirdly, there were valuable items in that bag, don't forget we were just at a wedding. What if she broke something when she threw it into the room?

This was the only point in time where the manager began showing any apologetic behavior. After the witch threw the bag in my room, her and my husband happened to cross paths in the hallway. She said to him, in a very snide manner, "go take care of your wife." My husband brushed it off not aware of anything that was going on. He then returned to the room to find his new wife balling her eyes out with a manager who couldn't care less about what was going on.

Did I mention I was promised during this time that my room charge would be removed from my bill? What did I receive the next morning? A charge for my room, but of course. Upon checkout the next morning I with my sister in law proceeded to complain to the manager in charge. Once again I was greeted with a very demeaning attitude, as if I was the only one who was wrong. He said he knew everything that had happened, and there were noise complaints against us. Oh but to his surprise he had not been told the entire story.

Funny how people always leave out the important details isn't it? I then told him the entire story, especially about how the witch threw my bag in the room, and how she made a comment to my husband. At this point his attitude completely changed and he became apologetic. He said the witch would be taken off of the schedule (but for how long?). He also said they would be letting the sales manager know about my experience and would be in contact with me once they figured out a way to rectify the issue. Needless to say, days after the event I still have not heard one word from either the sales manager or anyone in the hotel.

Someone mentioned (in the comments) that security might have been called against the patrons that were in the outside area so security came directly to me to complain. The next day when I complained to the morning manager he clarified that the complaints were not actually of noise, but of the door jams opening and closing. I asked him to check the logs, I'm sure they have a record of each time a keycard is swiped in the door. My husband dropped me off in the room so I could go to sleep first, while he was saying goodnight to the lingering guests.

Our door was only opened one time. And on top of that, how can you blame the customer for something that is faulty in the building hardware? So long story short, if you want to be persecuted for something you are not guilty of, and if you want to be treated like a second class citizen, please stay at the Woodcliff Lake Hilton. They are stars at this!!

PS - I'm not even telling you about how their front desk made my husband 15 minutes late to our wedding because they couldn't handle the complicated check in/check out room transfer task.

SAN FRANCISCO, CALIFORNIA -- My husband and I made an on-line reservation for a one-night stay at the San Francisco Financial District Hilton Hotel a few weeks prior to our arrival. We arrived over an hour past the time check-in had begun but were told by front desk staff that our room wasn't ready because of several late check-outs. They assured us that we were not the only people being inconvenienced. They told us we could come back in a few hours or hang out in the lobby!

We demanded to be compensated with a meal or something else but they refused stating that was "illegal" for them to do. I demanded to know how long the wait would be. They didn't know. My husband informed them if he saw anyone else getting their room keys there would be problems. Sure enough after sitting in the lobby for about 15-20 minutes fuming with anger we saw several people getting their room keys.

I approached the front desk to speak with the clerk again. While I was waiting for her to complete her transaction with her customer, I overheard her tell him the same thing she told us -- his room wasn't ready; it would be about an hour wait. I asked her when my room was going to be ready and she said she didn't know.

I asked to speak with a manager. My husband asked why so many people had gotten a room key when there were supposedly no rooms available. The clerk said those people had checked in earlier and had just received their room keys after a long wait. My husband did not believe them and asked one of the hotel guests that had just received a key if he had checked in earlier and he stated "no, I just checked in"!

Meanwhile, I get on my cell phone to inform the person we'd be meeting later that I may have to cancel our night's plans since we were only going to be in the city one night and had no time to look for another room before attending our evening engagement. I made sure that I explained in detail to the person on the phone what the hotel staff were doing loudly enough that other people in the lobby could hear while my husband continued to stand at the front desk demanding we be let into our room.

We knew that we were being conned from the beginning but we didn't have any proof until we saw several other people getting their room keys. After about 10 minutes of complaining at the front desk another hotel clerk finally gave my husband a room key. I'd like to add a manager never materialized to talk with us, and we never received any compensation for the inconvenience.

My husband and I believe the management at this hotel encourages its staff to deceive selected guests and breach their confidence in order to further their profits (read: they're engaging in fraud). If the hotel doesn't have all of its rooms ready, hotel staff make their guests with reservations wait for their rooms for several hours while they try to sell the available rooms to last minute walk-ins or call-ins.

During this encounter, the hotel clerk was very polite and smiled a lot all the while lying to us! We've never had such a bad experience at a hotel and neither has anyone we talked to about it since the incident. We will never stay at another Hilton Hotel again.

ATLANTA, GEORGIA -- HELL AT THE HILTON! My recent stay at the Hilton Atlanta Airport at 1031 Virginia Avenue in Atlanta, Georgia was a NIGHTMARE! I am VERY disappointed with the quality of service that was received. This was my first (and LAST) time staying at the popular, lavish Hilton Hotel, or any Hilton Brand Hotel. Obviously, "Hilton" is just a name, and in no way represent the quality of service that a paying customer should receive! I'm sure that when Conrad Hilton founded this company in 1919, this is clearly not what he had in mind.

CAN YOU HEAR ME NOW?!?! My stay at the Hilton Atlanta Airport started on Thursday July 26th and ended Sunday July 29th. I made reservations for two rooms (Rooms 1328 & 1329). The telephone in room 1329 had a bad connection & a lot of static. Sometimes the telephone worked, & sometimes it didn't! In order to get a dial tone, I had to constantly click the receiver. The only time I used the telephone was to place an order for room service, but I could barely hear the person on the opposite end because of all of the static on the telephone line.

I called the front desk to let them know about the problem I was having with the telephone line, and the person at the front desk told me that the reason I was having so many problems with the telephone is because I "didn't have a credit card number on file". I went downstairs to speak to a manager and the manager told me that she would "contact a technician and they would be up in about an hour to fix the problem with the telephone".

Well, that was Saturday July 28th & today is Sunday July 29th and that hour has come and gone & a technician NEVER came to my hotel room to investigate the problem with my telephone. When I left, the telephone still didn't have a dial tone, and I had to click the receiver several times to get a dial tone. And there still was static on the telephone line.

YOU CALL THIS ROOM SERVICE!?!? I placed an order through room service for the "All American Breakfast" on Sunday morning & the young lady that took my order told me my order "will be delivered in 40 minutes or less". Not only was my order not delivered within that time span, I didn't receive all of my utensils to eat my breakfast with!

I received one fork and one knife. I had to stir my coffee with the fork, and my daughter and I had to share the same fork to eat our breakfast. My daughter ate first. I had to wait until my daughter finished eating to eat my breakfast. Of course my food was cold by then. I didn't have another 52 minutes to wait on room service to bring another fork.

HOUSEKEEPING. WHAT A JOKE! When I returned to one of my rooms (room 1329) on Saturday afternoon, housekeeping half cleaned my room. My room had two double beds and they only made up one bed. The other bed was not made up. WOW!

NON WORKING ELEVATORS. There was a power outage on Saturday morning and the outage lasted 45 minutes. Once the power was restored, three of the four elevators were not working. After a couple of minutes, all four of the elevators were back up & running. And then they stopped working, AGAIN! So, instead of waiting in the line (that started at the elevators & continued on until you reach the hotel ballroom) I used the stairs and climbed thirteen flights of stairs.

KEYS. PLEASE! My room key (key to room 1328) became deactivated, or didn't work, on Saturday. I called the front desk from my other room (1329) and let them know I needed another room key because my key was no longer working. I asked the young lady at the front desk to send security upstairs to unlock my door for me.(Security has this little hand held device that can open your door. All you have to do is show them your identification).

I told the clerk I had another key inside of my hotel room & I just needed to get in. I also told her that I had my identification on me to show security. The front desk clerk told me she "would not send security upstairs and I need to come downstairs to the front desk to obtain another key for my hotel room".

HILTON IS JUST A NAME! You will not believe how upset I am at my recent stay at the Hilton Atlanta Marriott in Atlanta, Georgia. I stayed 3 nights and four days and I was ready to leave! I paid $600.00 dollars for two hotel rooms & I felt like I threw money away. I would much rather stay at the Marriott or any Marriott Brand Hotel. The service & staff are of poor taste & need to be trained on customer service.

I will tell any and everybody who will listen about how the Hilton Hotel is just a name & how the staff treat the customers with no respect & no class! My experience at this hotel was a nightmare and I will not be visiting this hotel or any of their subsidiaries ever again.

ARLINGTON, VIRGINIA -- I was a patron of the DoubleTree Crystal City in Arlington, VA, for a two night stay on March 16-18. I am writing to express my extreme displeasure with the service I received during the stay. On the day of March 16, a severe snowstorm hit the Northeast, and travel was very difficult. As my partner and I were driving to VA from RI, we were concerned that we would miss check-in and called the hotel at 8 pm to let them know of our anticipated late arrival.

The clerk that answered the phone was rude and short with me, though she assured me that there would not be a problem with my reservation (despite the fact that she never took my name and checked for a reservation). At 10:30 pm my partner called the hotel to advise that we were still progressing very slowly, and would not be arriving until well after the 1 am check-in cut off. Again, the person who answered the phone was very rude and short, yet still assured us that there would not be a problem with the reservation.

When we finally arrived at the hotel at 3:30 am on Saturday the 17th, the clerk at the front desk informed me that we no longer had a reservation, as the hotel had been “overbooked”. She was also extremely rude, saying things such as “I don't know why they told you it wouldn't be a problem, because it is” and causing us extreme distress, particularly after driving 14 hours through a snow storm. After much insistence, we were eventually provided a room.

The room we received was not a smoking room with a king sized bed, as we had reserved, but a non smoking room with 2 double beds instead. It had also clearly not been cleaned prior to our arrival, as there were empty beer bottles under the chairs, and hair in the sheets. We had also not been informed that the WI-FI access was not free, as had been intimated in our reservation, and neither was parking. The $36 charge for parking on top of your high room rate charge was exorbitant, to say the least.

On Saturday evening, at 10pm, my partner and I were in bed, and the phone rang. It was the front desk, insisting that I come downstairs and provide them with a charge card for “incidentals”, as the clerk that had checked us in the night before had forgotten to ask for it. When I explained that I had a migraine headache and was in bed, the desk clerk was unsympathetic and rude, and continued to insist that we come downstairs immediately. I explained that we had no incidental charges, as I had paid for my WI-FI access directly with my credit card, and had no intention of incurring any additional charges.

The clerk said that we needed the card on file for parking, and it could not wait until morning. When I asked why we hadn't been contacted until such a late hour, the clerk said she had “just noticed it”. When I requested that my partner be the one to bring down a credit card, she said it had to be me, with a photo ID. Because I was exhausted and feeling very ill, my partner took enough cash to cover the cost of parking and went down to speak to the concierge desk (where they were very helpful and understanding).

On Sunday morning, prior to check-out, we noticed that the maid had not replaced our coffee packet for the coffee maker. I called the front desk to ask that a replacement be sent up, and I was abruptly transferred to room service, where they would be happy to send a pot of coffee up to the room for $17. I hung up and again called the front desk, and was once again cut off in the middle of explaining what I needed, and abruptly transferred to room service once again. In frustration, we gave up and drove to Dunkin' Donuts.

I am HIGHLY unsatisfied with my stay in your hotel. I mentioned my concerns to your staff on several occasions, and found them to be hostile, rude, and unwilling to address my needs. As a frequent traveler, I have never found myself in such an unfriendly and unsympathetic atmosphere, and I will certainly never deign to stay in any of the Hilton Hotel Franchise locations again.

SALT LAKE CITY, UTAH -- I stayed at the Hilton Salt Lake City Center in December for 2 nights (12/14/2006) - overall the hotel is nice and a great location. However I had a rather disturbing experience in my room that resulted in the front desk manager offering me a free night stay. The down comforter is not fully encased in a duvet cover. They wrap it in 2 flat sheets and after a night of sleep I woke up to the down comforter unwrapped and looking at blood on the comforter - this was old blood from whom knows who.

I accepted the offer of the free night stay however I explained to the front desk manager that my reservation was made through my corporate travel agency so I would need a certificate mailed to my personal address. She had to confirm they would be able to issue me a "be my guest certificate" and this was done the next day. The hotel took my personal information and said I would receive it in about 3 weeks.

About 5 weeks went by, no certificate, I called the manager at the hotel, was told she was unavailable, then she came to the phone about 5 min later. She told me she didn't work in the same job but would look into the status of the certificate. 1/22 or 1/23 I left a VM for the original manager and her direct manager. I received one call back from the original manager saying she still didn't have a status. 1/25 I called and left another message, no return calls. 1/25 I sent an email to Customer Service through the corporate website.

On 2/1 I received a confirmation email that said to please give them 4 business days to contact the hotel regarding my complaint. I emailed back and said why did it take so long for them to get the complaint via email to begin with... no response. 2/8 I still have no response to my voice-mails, emails, etc so I call the corporate Guest Services and speak to a CSR. She reviews my file and says it looks like the issue is resolved.

The original managers manager had noted she had called and spoke to me and a Be My Guest Certificate was being issued. I was horrified at the lie and asked the CSR to look into the email delay, lack of follow-up and we also uncovered an incorrect mailing address. She said she needed to make sure she got the right mailing address to the accounting dept that issues the certification because based on the notes they were issuing it that day or the next.

2/20 no certification, no phone calls, no emails. I call and speak with another CSR who says the file indicates the certificate was mailed to me on 2/19 and I ask her to make sure my concerns regarding the lack of service levels are addressed and I would expect nothing less than a phone call from a supervisor and I would also appreciate a representative of management from the Salt Lake Hilton call me to apologize.

2/26 - no phone calls, no certification still nothing. So I call and speak to another CSR, who puts me on hold to review the history, says she will transfer me to her supervisor - I am transferred to voice-mail. The supervisors voice-mail indicates he is on vacation through 2/23 so I attempt to get back to a CSR but I'm caught in their phone system.

I call back, wait on hold, get another CSR who puts me on hold to review my history. She says the certificate was mailed to (says the mailing address) and of course it is the wrong address! She has my address on file but not in the correct field on her computer and an incorrect zip code. She then proceeds to tell me that they will issue a new certificate once the current certificate is mailed back to them! I am now so upset and at a loss with the Hilton I could scream. I tell her that is not acceptable - she says they can't issue another one without the current one returned and I tell her, "yes you can. I'm sure you can cancel the current one. Put a stop on it."

At this point I probably deserve at least 3 nights stay anyway. I ask to speak to a supervisor, not his voice-mail. She cannot guarantee that he will answer his phone. I say that is crazy that you can't get up to let a supervisor know you have a very angry customer on the phone. She says she is in a call center and just can't get up.

I tell her that it's 2007 and call centers all over the world have technology and ways of ensuring customer service is performed without continuing to create new customer service issues. However it appears that the Hilton is still operating in 1975. There are no SLAs, no QA, no commitment to customer service and obviously no one at the Hilton that cares if Customer Service is being performed to the customers satisfaction. I don't even know what to do at this point. I was transferred and of course received his voice-mail, left him one and told him if he returns my call - he'll be the first!

I had several deaths in my family last year and had to travel because of it. I chose Hilton because I like the Hampton Inns. I was already a silver member and made my way to Gold quickly. Toward the end of the year I was very close to Diamond so stayed extra nights to accomplish the status. When new year started I get notice that to retain my Diamond status, it will require me to stay 60 nights during the year. WHAT A RIP OFF.

NEW YORK -- Buy points in points sale is a ripoff. You could buy 80,000 points for $800 and receive 80,000 point bonus -160,000 total. Sounds good right? Went on Hilton reservations for hotel in Florida for 2 nights. It's 190,000 points. Or $400 per night, so if I would of bought the point sale deal I would have been short 30, 000. But for the same $800 would have covered the stay. So much for their POINT DEAL.

INTERNET -- Tried multiple times to sign on and site refuses me with no other option!

DURHAM, NORTH CAROLINA -- I have never been so insulted by HH in my life! I just checked my email on my reservation to show my fiancé and it had the incorrect dates!!! I was having problems online so I called the hotel! I wanted to see the rooms by pictures. I chose March 6-7th! I am having major surgery! The rate 140 was the quick book for those dates totaling 159! You guys are refusing to honor the rate your system jacked up! I was told I couldn't speak to a supervisor w/ reservations nor at the hotel! Contact me ASAP.

FLORIDA -- Website reservation didn't confirm, then I was charged twice. 800 number was on hold 25 minutes, then got Filipino chick couldn't even begin to address the problem. Front desk was matter of fact rude. Hamptons Inn. Too bad. They used to be better.