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Great property
Posted by Pete.wade on 04/19/2012
My wife and I were on vacation in Sarasota Fl. We stayed at the airport Hilton Garden Inn. We found the property to be very clean and well maintained. We always stay at one of the Hilton chain hotels. This one was very clean and every staff member was helpful and knowlegable. If we come to Sarasota again we would stay here.

Great Job to all the staff and ownership.!!!!

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Posted by Alain on 2012-04-20:
They'll appreciate that you took the time to compliment them!
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Posted by Mr29handwhat72 on 12/05/2011
LA JOLLA, CALIFORNIA -- I arrived at this hotel on Friday. We arrived at about 3:30 at which time I valeted my car and proceeded to the front desk. I was greeted by a nice lady who explained check in was at 4pm but she would go ahead and get the check in process finished so all we had to do was come back up at 4pm to pick up our room keys. I explained to her I had dinner reservations at 6pm at the marine room for my mothers birthday which was the ONLY reason for me coming to La Jolla. I went up to the front desk at about 4:15 to get the keys at which time they said there were no rooms available and they would call us when it was ready. At about 5:00pm we go back up there again to explain we still have not had a call and our reservations are at 6pm. They tell us to wait more. I come back up IRATE at 5:30 at which time I am told there are still no rooms. I start to complain I then meet with the manager who at that time tells me she would "take a room" from another person and check us in right away. Obviously at this time we missed our dinner reservations. So we go to our room and order room service since we couldn't eat or make it to my moms birthday dinner. Then when the room service comes up they forget to bring us water with our meals. We then order dessert, and for the 2nd time in the same night they forget to bring us water with our meals. The next day rolls around and I order breakfast before we leave. The food that comes up is literally uneatable. The eggs are running and mind you these eggs are scrambled, and the sausage is barely cooked. The toast is not toasted and my horrible stay continues. At about 10am the TV just shuts down mid show which I called to complain about. I call the valet to get my car so I can get out of this hotel as if it was on fire, and they say they will have my car ready. I come down 20min later car is still sitting in the same spot. I ask them can I please get my car he said there was some confusion about what room number it was. THEN to top it all of my girlfriend forgets her sweater there. We call the hotel and ask if they can check on it. They say yes we will give you a call back soon. We go on an hour hike get back and SHOCKER still no call. We call again they say we will check on it, and will call you back soon. We get home to orange county after a 1 hour and 30 minute drive, and SHOCKER still no call.
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Posted by Alain on 2011-12-07:
Give the Hilton Corp. HQ ( 7930 Jones Branch Dr., McLean, VA 22102) a call at (703) 883-1000 and let them know about the substandard service you received.
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The so called customer service advance reservation department
Posted by Rbmbblack98 on 11/29/2011
POST FALLS, IDAHO -- A few weeks ago weeks ago I made a reservation with hiltons double tree hotel in dana point ca., to visit our daughter and new grand daughter for the Christmas holidays. unfortunately, we were notified by our daughter that she has a family issue with her signifcate other and will be in boston for the holidays. I called the advance reservation department and spoke with a representative who informed me that this was a pre=paid non refundable reservation. I informed her that I was a retired hotel general manager and was fully aware of the rules and regulations but it would seem to me that due to the situation, one could bend the rules and issue a refund. the only thing they could do would be to make another reservatin at any hotel and then they could refund my money, less the one night stay and a $50 change fee. she then said she would transfer this informatin to her supervisor and we would hear from this person with in 24 hours. it has nlw been one week and nothing has happened. the key word here is customer service, which obviously is not with this company. when I went to school it was known as HOSPITALTIY, and you reslove the complaint to the customers satisfaction.
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Posted by onlooker on 2011-11-29:
I am sorry, but your satisfaction would be to negate the warnings, notices, confirmations that note no refund, non refundable etc all during the process. And some if not all your money back. It is frustrating, especially as having been in the industry you know how easy it is to make the change.
You now have a reservation at another property - it is not what you want, but it seems to be all that they are willing to do. I do hope you get to see your grandchild soon. You could gift the rooms to your daughter while in boston??
Posted by At Your Service on 2011-11-30:
I have to agree that if they reserved the room for those nights, they also have forgone any ability to rent the room to others. It seems reasonable that they would require a deposit and make it non-refundable.
Posted by olie on 2011-11-30:
It makes a difference "how" you made this reservation. Did you place a long-distance call directly to the hotel's front desk? If so, you should be able to get a good amount of satisfaction.

Did you make an 800-number call to the Hilton Double Tree general reservation site? You might get something.

Did you book through the Hilton Double Tree website? Again, you might get some satisfaction.

Did you use a third-party booking site, like Hotwire or Travelocity or Hotels.com? If so, you're at the mercy of the booking site's cancellation policy.

As we've read often here, you might be extremely disappointed.
Posted by azspots on 2011-11-30:
The prepaid rooms are less expensive than the rooms that permit changes/cancellations. It is VERY plainly stated on their website.
Sorry, but you gambled and it didn't work out this time for you.
Posted by zzZZzz on 2013-09-18:
I agree with Azspots. They would bend rules sometimes under extreme circumstances and that is something to be really thankful for. But you are fully aware when you made the reservation that in exchange to a low rate the reservation is locked up. You took the risk and booked it anyway and it didn't worked out which sucks but not the fault of the hotel. The policy was clear, a person like you will be the first to understand.
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Watch out for $%0 charge on your credit card!!
Posted by Newshine4 on 09/06/2011
I stayed at the Hilton Garden Inn at Lakewood NJ last night. I prepaid the room in early August, so Hilton had my money for a month before I even stayed there. I have an extra $50 charge on my credit card that the hotel didn't tell me about when I checked in and the chain says the charge won't come off for 7-10 days even tho I didn't charge anything to room or do any dmg. It's outrageous and not the same policy as other chains.

Other chain hotels swipe your card in case you charge something to your room or do damage, but they don't put a charge on your account if you don't charge or damage.

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Posted by BEJ on 2011-09-06:
What did they say the charge was for? Contact your credit card company and dispute the charge.
Posted by trmn8r on 2011-09-06:
Was this extra charge put on a debit card? I believe holds on debit cards are fairly standard, and it is done to cover any incidental expenses that *may* be incurred. Due to processing delays in the network it may take a week to see the credit.

With a credit card, I was under the impression they authorize but don't actually charge the fee.
Posted by Hotel guy on 2013-09-19:
All major hotels do this. Might just be first time you noticed
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Not a good experience
Posted by Penny_Wolf on 08/29/2011
LINTHICUM, MARYLAND -- Not a good experience and I would not recommend this hotel. After a storm I lost power and I had to fly out the next morning. So I thought I would stay by the airport and I would have all the amenities that I was with out do to the power loss. When I got to the Hilton they confirmed they had rooms and I checked in. I went to the room and turned on the AC and started to get ready for the 4am flight. After about an hour the room was still hot and I called down to the front
desk to inquire about the AC. They gave me the normal trouble shooting speech and told me to call back if it was not working in 10 min. It did not work in 10 min so I called back and asked for another room. This time the guy that I spoke with said that the AC was not working in any of the rooms. Now I was getting upset. "did you know this when I checked in an hour or so ago?" sir it has been this was all day. So the question is why would a hotel like Hilton allow guests to check in
when they know full well that they cannot offer the amenities that we are expecting. I could have stayed at my house for free and not had AC. I tried to work something out with the night manager but she was incapable of seeing where I was coming from. I left with a completely different view of Hilton and they will now be a last resort in my book.

All I was looking for was some understanding and maybe a break on the room rate considering I was not going to get what I was paying for.
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Horrible service
Posted by Sherleytung1 on 07/23/2011
We had the hotel for three days, we had taken our things because we left to the beach. When we returned from the beach later that same day. Two couples walked passed us while we were trying to get in and they informed us that it was THEIR room. We had a family of 5 on a Saturday night, they put us in a SPARE room with a bed that comes out of a closet. Please tell me how are we supposed to sleep. Frustrated but we tried to manage and make it work we called housekeeping for some extra pillows and blankets. They were rude and unhelpful. They only brought us one blanket and no pillows. The room reeked of cigarette smoke and it is still second hand smoke to one of our very young ones. We also needed towels but we saw a housekeeping lady outside and asked her for some towels because we only had 2 in our room. She acted like she was annoyed and there was clearly towels on her cart but she fought and refused to give me some. I called housekeeping again an they told me they can't bring me some because they're too "busy". Unbelievable. The service was horrendous, I know I will be taking my business elsewhere and will not be returning to the Hilton hotel.
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Posted by Anna Molly on 2011-07-23:
A location would be nice.
Posted by madconsumer on 2011-07-23:
wow what a bad ordeal.

contact the corp and see if they can make things right, hopefully they will.

very helpful review!!
Posted by jktshff1 on 2011-07-24:
I don't understand. Did you stay and extra day and forget to notify the hotel? Did the hotel overbook? What reason did the hotel have for giving away your room?
Did you take toothbrushes, extra clothes, sleepwear etc to the beach? More information is needed.
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Rude Behavior of Sales Manager
Posted by ATMALIK1421 on 03/14/2011

FEB 22, 2011
ORLANDO, FL. 32839


I wish to inform you of the deplorable way my wife and I were treated by your sales manager, Al, at Parc Soleil, Hilton Grand Vacations Club, in Orlando, Florida.

Our stay there was booked by a telemarketer, from Feb 12 through Feb 14, 2010. We were to attend a sales meeting on Feb 14. Our initial salesperson was a Mr. Rodrigo ( do not know his last name). After his presentation, we felt we had some questions, before we were ready to sign. He called in the above named individual.

During the conversation that followed, [sales manager] asked me if I had ever stayed at a Hilton, to which I answered in the positive. However, when I asked him if I could speak to some satisfied customers of this plan, he became irritated, and stated in a patronizing way, that perhaps I should be “staying at a Marriott or a Wyndham”, rather than a Hilton. I took offense at this statement, and informed him that he had no business telling me where to stay, and that I was no longer interested in either talking with him, or buying into Hilton. I informed him also that I was extremely upset by his remarks and intended to report this to Hilton Corporate Headquarters.

At this point, a corporate representative, Marc approached me, and tried to defuse the situation. I apprised him of the above facts, and asked him if he would forward my complaints to Hilton, which he promised he would.

I feel very strongly, that this kind of behavior by sales managers, or sales agents that represent Hilton, is reprehensible, and deserves condemnation. If Hilton is concerned about it’s image, persons like [sales manager] have no place in representing Hilton. I have already made my concern known in the survey sent to me after my stay.


Tariq Malik, MD
Gardner, Ma. 01440
Email: atmalik1@Hotmail.com
Cc: BBB, Orlando, Fl.

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Posted by danny54 on 2011-03-14:
Sorry you had such a bad time with this individual. On another note, you may want to edit this complaint and remove all of your personal information. Not a good idea to post it openly like this.
Posted by Skye on 2011-03-14:
He wants to be heard, so he's making his information public, in the hopes that a Hilton representative will contact him.
Posted by Mrs. V on 2011-03-14:
Try here to find some contacts for Hilton and give them another try:

Posted by danny54 on 2011-03-15:
Skye, I see your point. Guess I'm just a little gunshy given that I posted personal info on a website and it turned into attempted identity theft. Fortunately, it didn't go far before I caught and stopped it.
Posted by Dawn on 2013-07-03:
Talk about personal
Posted by Jessie on 2014-03-25:
I had a far worse (but similarly rude) experience at this same resort. The insults were incredibly personal and the manager physically manhandled his coworker (who'd been nice to us and almost sold us) and told us we should be ashamed of how little money we make...even though we'd never told him what we make (and we make enough.) I had a list 10 insults long verbatim, and no one cared when i wrote to HGV. It's a sales technique Hilton Grand Vacations is known for. When i researched it, I saw many other had this same experience. One said that they tell the women they are bad mothers and tell the men that they have 'no money.'
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Advanced non-refundable rooms
Posted by Don't use HIlton on 12/18/2010
Beware when you purchase in advance and it's non-refundable. Hilton is VERY inflexible. The reason that I had to change was that we had a small dog that had to come with us on our vacation and I only realized that they didn't allow dogs until a few days after we booked.

The customer service representative was rude, and even said that she would be writing on our reservation to have security check to make sure we didn't bring the dog in. In addition, the representative wouldn't give me her last name or her supervisor's name. She said that she would connect me to his voicemail, but she hung up instead. I wasn't the most pleasant, but I thought I was the customer and potentially a future customer. I guess I was wrong...

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Posted by Anonymous on 2010-12-18:
Most of the hotels have these non-refundable, advance reservations deals. I always read the rules very carefully and have noted on every single one that they do not do refunds or changes. It's sad to find this out after the fact, but consider it a lesson learned for the future.
Posted by Ponie on 2010-12-18:
Although I've never traveled with a dog in my party, if I did I'm sure the first thing I'd ask when making an overnight accommodation is whether they accept pets. How did you find out they won't allow dogs? From the wording of your complaint, taking the dog was not an after thought.
It's not unusual to get only a first name when speaking to a hotel, motel, retail establishment, etc. What good would it have done to have the person's surname? Even if they had two employees with the same given name, what would be the chances that they both would be doing the same task?
Posted by Anonymous on 2010-12-18:
Ponie, we have traveled with a dog and it is recommended to first find pet friendly places, then make a reservation. They either list it on the web site, or, if not, then I call.
Posted by Ponie on 2010-12-18:
Exactly what I thought, sing. I wouldn't think of bringing a pet along on a trip. Heck! I have enough problems taking care of myself. :)
Posted by Anonymous on 2010-12-18:
This is a small pet, Ponie. You don't even notice he's there, except when you have to take him out in the rain! It's not easy, but way easier/cheaper than checking him into a kennel (and safer).
Posted by momsey on 2010-12-18:
When we've traveled with our dogs, we always make absolute sure the hotels take pets. And when making any kind of non refundable reservations for anything, we always make really sure that it's what we want.

This should be informative, not a complaint. Hilton did nothing wrong.
Posted by unhappy999 on 2010-12-18:
The majority of hotels do not allow pets. It was your mistake about not asking about this before you booked. You also booked a non-refundable room. I know its enticing to save a few bucks but sometimes it is better to spend a little more and if you do need to cancel, you can and not lose your money.
Posted by Ytropious on 2010-12-18:
Why do you want her last name, so you can look up things about her? In customer service you NEVER give out a last name, especially to a customer who isn't thrilled with you. Would YOU give your last name out to an angry customer OP? I think not.

As for the actual complaint, did you know when you booked that the dog would be coming too? If so then why didn't you CHECK before buying the room?
Posted by Ben There on 2010-12-18:
I can totally understand why anyone in the service industry would not want to give out his or her last name to customers. While the OP might have had the best intentions of collecting the last name to assist Hilton with customer service issues, there is always a chance other disgruntled customers might use the first and last name to find and harass the employee on Facebook or Twitter, or even find the employee's address and visit or mail them at home trying to resolve an issue.

Even the largest of companies should be able to pinpoint customer service issues with just first names, location, date and time, etc... That should be more than enough info for HR or a manager to find out who was working at the time of the incident.
Posted by punxnotdead80 on 2010-12-18:
Reading before clicky clicky is our friend.
Posted by PepperElf on 2010-12-18:
indeed. asking about pet policies first could have fixed that.
Posted by youaredumb on 2011-04-12:
if you are traveling with an animal it should be a priority of yours to see if they allow pets. Plus the hotel directly can do nothing with a prepaid net direct reservation that is booked through hilton corporate, the most hotel itself could not cancel with no charge even if they wanted to. read the rules and restrictions. In all your fault
Posted by trmn8r on 2011-04-12:
If I read your complaint correctly, you knowingly made a non-refundable reservation, and later remembered that you were travelling with a pet.

Then you called and tried to cancel the non-refundable reservation, When told that you couldn't, in your words you were not "very pleasant" and the CSR said she was making a note that security would double check to be sure you didn't bring the dog with you.

This all sounds consistent with my understanding of what happens when non-refundable, no pets, we're traveling with a pet, and we're staying at your hotel collide.
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No Security For Charlie Wilson Show
Posted by BABY NURSE60 on 12/01/2010
LAS VEGAS, NEVADA -- On Saturday, November 28, 2010, I attented Charlie Wilson show at the Hilton Las Vegas. One of the two cameramen working for the hotel, decided to take a picture of some people sitting directly behind my son and I in the second row. He had his crotch in my son's face as he snapped picture after picture. He only moved when my son made a rude comment regarding certain body parts being in his face.

There was no security at all for the stage at all. I purchased my tickets in April, ensuring a front row seat. Yet, due to all the people being allowed to rush the stage, I could not see. I got up, went to the back and asked one of the usher's to let me speak to some one in charge. He couldn't find her. Later I see a woman in a suit, who briefly tried to have people return to their seat, before she disappeared. Two guys appeared, acting as security, with back stage passess on.

Meanwhile, flavor flava skips down the isle, stands at the stage through the entire show. Not once did anyone ask him to sit down. On Tuesday, after returning home, I called Hilton, asked for [snip], who has yet to return my call.
I will never attend another concert at any Hilton in the world. This was unbelieveable. Shows in Vegas just don't have this type of foolishness.
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Posted by madconsumer on 2010-12-01:
often times concerts are a free for all. did you contact the hotel event staff over this concern?
Posted by BofAmerica666 on 2010-12-01:
madconsumer + 100
Posted by PepperElf on 2010-12-01:
flava flav was there? did he have one of his giant clocks on?
Posted by trmn8r on 2010-12-01:
I'd be upset that they allowed Flavor Flav into the building.
Posted by Inat on 2010-12-01:
who's charlie wilson? ... anyway, i've been to a few concerts in vegas, and a few elsewhere - they are all teh same - a free-for-all. That's why I dont go to concerts anymore!
Posted by Anonymous on 2010-12-01:
id be a bit dissapointed too if I paid for a front row seat and people blocked my view. flava Flav is a celebrity so he probably gets to pretty much do whatever he wants. I doubt security would have asked him to sit down, even if there was any.
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Double Billed at Hilton New Bern
Posted by MaryMacNC on 10/18/2010
NEW BERN, NORTH CAROLINA -- We attended the Air Show and stayed at the New Bern Hilton. We made our reservations at the Hilton Website and had to prepay. When we checked out, we were billed again. After three months, we finally were able to resolve those charges thanks to Capital One.

However, my folks also made reservations and the computer system made the reservation twice and charged them two prepaid reservations. At check in, the desk clerk said she would cancel the second room - which of course they did not need - because Hilton had lots of walk-ins asking for rooms. They were not offered a second set of keys to the the second room. When they got their bill, they were still billed for the two rooms and after 4 months and countless phone calls, Hilton will not refund their money.

Hilton has recently taken over this property and obviously has many computer issues with their system there.

We will not be staying in any more Hilton properties and apparently, it is the management team at the New Bern Hilton that is digging in their heels about the overcharge. Too bad, we make about 100 hotel nights a year between the two families with travel for work and pleasure and are even Diamond members with the Hilton Honors program.
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Posted by Skye on 2010-10-18:
They should have immediately contacted their credit card's dispute department, about the double charge. As for Hilton, why won't they refund the money? What is the reason they are giving.
Posted by MaryMacNC on 2010-10-19:
We did work though the dispute departments of our credit cards. Capital One was great! Even after we were recharged again, they went to back to bat for us and got the charge taken off for a second time.

My folks' card was an FIA affinity card through Schwab - who was in the process of severing their ties. FIA had no interest in going to bat on the charge since they were losing the Schwab connection. Schwab has offered to eat the charge for my folks since they are their true customers, but my folks are still dealing with closing out the FIA card with the charge and now interest charges on it.
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