Hilton Hotels Consumer Reviews - Page 5

CHARLOTTE, NORTH CAROLINA -- I am very disappointed with my recent stay at the Hilton Charlotte City/Centre in Charlotte NC. Upon checking in on Wed 1/7/09 I put my DND sign on my door as I was fine with no housekeeping until Sat when I was having a roommate join me for the next 2 nights. I was there attending the ABA Marketplace and had packed specific clothes to wear to the convention each day.

On Sat 1/9/09 I discovered that the blouse that I packed specifically goes with the slacks that I had planned on wearing that day was missing from my room. I searched my room from top to bottom... under the beds... behind the drapes... in all the drawers.. every place I could think of to no avail. Called home to be sure that I hadn't left it there but I knew that I had packed it because I had taken all the clothes out of my suitcase and arranged them in order of the day I would wear the blouses and slacks.

I immediately called the front desk and asked what time the manager came on duty because it was 7 AM... The gentleman that answered the phone said he was a manager and could he help me. I told him my problem, he sent security up to take a report. I asked to have the door lock scanned to see who had entered my room other than me. (I have managed hotels in the past and know that this can be done.) He took my report with name and description of missing blouse and said he would return with someone from engineering to scan the lock... I told him I had to be at a meeting at the convention center at 8AM and would be back after that to find the results.

Upon returning to the hotel I was told the scanner's battery needed to be charged and wouldn't be fully charged until after 3PM. Fine... but I still wanted the lock scanned. To get to the point.... I checked out on Monday, Jan 12 and up to that point... My lock had not been scanned. No one from hotel management contacted me (even after leaving my cell number with the front desk person who also portrayed herself as management). It is now Tuesday and still no one from this hotel has contacted me!!!!

I would like someone from Hilton's Corp office to contact me regarding the complete disregard of this whole situation! I feel that I should have been contacted by the GENERAL MANAGER of this property! It makes me think that this is an ongoing problem at this property and they just shove it aside since there was no bodily injury. Having come from a General Management background.. I find the failure of dealing with this incident UNFORGIVABLE AND A SIGN OF BAD MANAGEMENT!!!!

BERKELEY, CALIFORNIA -- On the night of 11/15/08, I was woken from my sleep by the hotel's security trying to enter my room. There was NO KNOCK, just the door trying to be opened by someone with a working key. My security latch prevented entry. When I made it to the door, there was no one there. After returning to bed, a few minutes later, it happened AGAIN. This time I ran to the door and noticed a man in a Security uniform and I cracked open the door. He told me in a very unpleasing demeanor..."YOU NEED TO CALL THE FRONT DESK."

I called the front desk and was informed that my credit card was declined for $1,000 dollars for "incidentals". They said that they tried calling the room and received no answer. WHY? Because as it turns out that this damn phone does not WORK! I found this out by trying to call it from my cell phone. NEVERTHELESS, ANSWER OR NO ANSWER...NO ONE FROM THIS HOTEL SHOULD HAVE TRIED TO ENTER MY ROOM WITHOUT KNOCKING FIRST.

I went to the front desk to convey my displeasure about this incident and was apologized to. This does not cut it with me. My wife and I were woken from our sleep to someone trying to break into our room. I protested the matter and was offered 20,000 Hilton points (not even enough for one night's stay at any decent hotel, and one free night's stay at THAT facility. Why would I want to stay again at a hotel where employees try to break into your room?). Since then, the free nights stay has been retracted.

This is now the second time I've stayed at one of Hilton's Doubletree properties and have had a BAD experience. I trust Hilton will resolve this matter or THIS TIME I will post on every website I can how Hilton Doubletree either has shabby facilities (as was the case in the Doubletree in Santa Ana, CA) or has Security trying to break into your room if your credit card is declined.

I am very unhappy about this matter as now my wife cannot sleep, nor orgasm, while away at any hotel. This has ruined every vacation for me thus far. Also, I've contacted Hilton's guest assistance multiple times to speak with a supervisor, only to be connected to a voice mail and no return phone call.

SAN DIEGO, CALIFORNIA -- I was on a business conference in Sept 08 at this hotel in San Diego for four days. The last day, while I was sleeping I was bitten by some bug or insect. I left at 5:00 am the next morning and was rushing, but I noticed by eye was red and swollen. I flew to San Francisco and it got worse. A pharmacist in SF confirmed that I had been bitten by some insect and should treat with baking soda and hydro cream. For the next five days, I was so embarrassed over how this made me look. When I returned home I sent my first email to the "Hilton Family" advising them of what had occurred.

No response to the first or second email I sent. I then called and was told to forward my previous emails, which I did. Almost a month later, after my persistence, a manager advised me that there was nothing they could do, but would offer a good rate if I was in the San Diego area and wanted to stay there??? I assured her I did not want to return to be bitten by bugs/insects again. I was disappointed at the response from this proclaimed top notch hotel. Their customer service was terrible. Imagine if this had happened to your child? One is paying a high nightly rate, bugs should not be included.

In addition they have too many decorative pillows all over the bed which are nothing more than a nuisance and perhaps where pesky bugs hide until one is sleeping. In ending I would not recommend this hotel to anyone. They do not care about their guest, only about not accepting any responsibility for what occurs there. Unless you want to run the risk of being bitten by bugs, do not stay at the Hilton San Diego Resort and Spa.

I've been reading several of these reviews on Hilton and I have to say several of the complaints are one time incidences that shouldn't be put forth against the brand as a whole. ANY hotel chain you stay at will have most of these same complaints (housekeeping, customer service, reservation issues etc.).

Yes, I work for a hotel. I work for a Hilton, but I've also worked for Marriott, and I can honestly say, people and their complaints don't change from brand to brand, unless you go to Red Roof Inn. Then the people change, but the complaints remain.

There will be a few people who work at the hotels who in all honesty shouldn't be working in Customer Service at all. But look at your own workplace. Honestly tell me that you don't have the same issues? Some people are just having a bad day and yes, it shouldn't reflect at work, but how many of you would be complete hypocrites for judging someone's attitude at their workplace?

In all honesty how many of you could come to work, day in and day out, and deal with people screaming at you, and do nothing but SMILE, and TRY your best to take care of their complaints? Especially when the complaint may or may not have anything to do with the person getting screamed at?

I can honestly say I am a Jack of all trades in the Hotel industry, I work Front Desk primarily, but I am also on call for Kitchen and Housekeeping. I have worked in EVERY department of EVERY hotel that I have worked at. We all try our BEST to make every guest happy, but in all honesty it is truly impossible, short of coating everything in their room in gold, getting a medical team to come and sterilize EVERY room EVERY SINGLE DAY, and then giving them away for free. Which, let's be honest here... isn't going to happen.

Bad things are going to happen. Some people aren't going to be happy. That's just life. It's not perfect. Hotels and their staff aren't any different. If you really want somewhere to stay, where you can really have reason to complain, go the $20 a night hotel on the other side of town. I suggest sleeping with your lights on, with your wallet and a sharp object under your pillow. Oh and don't even bother locking your car. It won't do any good. K thanks.

WOODCLIFF LAKE, NEW JERSEY -- I wanted to let everyone know how amazing the Hilton Woodcliff Lake was to us. We were married at the Hilton Woodcliff Lake in November 2007 and had the best experience that a bride & groom could have. My husband's family is from out of town and we knew that we would need a large ballroom and hotel rooms.

Hilton Woodcliff Lake was very accommodating in every aspect, from the initial planning through checkout after our wedding weekend. We had 100 rooms for multiple nights, a rehearsal dinner, our wedding, and Sunday Brunch. The staff was always around to help and do whatever needed to be done to make our weekend such a memorable occasion. Our guests could not stop talking about how wonderful and accommodating the hotel staff was.

The sales and catering managers assigned to help us were always there to lend an idea or hand. They followed through with everything they said they would do for us. They even made my husband his own original designed groom's cake. The food was to die for. We had a Texas BBQ for rehearsal dinner. The food during the cocktail hour at our wedding was magnificent. For the wedding dinner we had chateaubriand, chicken, or fish. All were superb, but the Chilean sea bass was the best tasting fish that I have ever had. Even the cakes were wonderful, which isn't always the case at weddings.

The front desk and security made sure our rooms and guests were happy throughout the weekend. They even let us party after the wedding by giving us a special location in the hotel near all the guest rooms. Not once were we ever hassled about being loud. This was the wedding of our dreams. I would highly recommend the Hilton Woodcliff Lake to anyone else who is looking to have their wedding or event in the New York and/or New Jersey area.

JACKSONVILLE, FLORIDA -- I have never been to a hotel with worse service than this hotel stay. It's unfortunate that I am stuck here for another week and I see no resolution from this management staff. I have complained about sanitary condition of this hotel and the maid a number of times to no avail. The maid does not clean adequately. She has yet to clean in a consistent manner in the last 8 days.

One day she does not clean the cups/mugs left on the counter; one day she leaves a used napkin on the night stand; she has left the vanity tray and the bath tub with someone else's hair for the first two days; today she did not replace the body lotion in the bathroom but replaced everything else. One day I decided to check my sheets and found hair (not mine) and dried blood stain on my sheets...

I hope to God on my 5th day it was mine. They forgot to turn off the music blasting from the outdoor speaker (facing the pool) for the last week and last night I finally complained at 4:30 am to see if they could possibly turn it down or off and they did... I could have been resting all these nights.

The manager I spoke to looked at me like I'm the crazy one and obviously didn't care. Tonight James at front desk gave me an attitude saying that there's no free shuttle even though our group has been using it the last week. He did not want to schedule it for my ride tomorrow. I saw a dead ant and fruitfly on the bread in the breakfast buffet. My coffee pot was left dirty yesterday and she did not replace the mug I used to bring my own coffee downstairs again. Believe me, I do not want to steal your coffee mug.

The maid does not even wipe down my counters and desks and I see food crumbs still there from three days ago. The carpet has food crumbs and pieces of trash still there and had someone else's hair tie for two days, another obvious sign she did not vacuum. There's many more complaints but no one cares around here. I am enormously grossed at this operation and wish I never stayed here.

ATLANTA, GEORGIA -- I am very unhappy about writing this letter to you. You may not be aware that the menu at the Magnolia Grill in the hotel has a section that denigrates Southerners and states that they eat and go to the bathroom in the same hour. This is indicative of the management at the Hilton and the work of food and beverage director **. When ** is MOD he brings his family to stay at the hotel and his toddler screams all through meals in the restaurant. Marco makes no effort to calm the child or remove him.

Recently, there was an incident in the fine dining restaurant Andiamo where a group of ladies were quite drunk. They were seated next to an extended family that included parents, grandparents and small children. They were yelling out ** and ** for about 45 minutes. Management made no effort to move them, eject them, calm them or comp the meal of the family that had been subjected to this behavior.

Employees are of two types. They are hard workers who eventually leave or slackers who arrive late, leave early, avoid all side work and are redirecting meals to hiding places on the premises. Supervisors are aware, but powerless. There is an appearance of wrong doing in that ** is taking a large percentage of large party gratuities for himself. Servers have been told that there are no tomatoes and cucumbers on salads that accompany entrees because Marco's wife doesn't like either. The salad consists of carrots and mixed greens. Seafood dishes are no longer garnished with lemons.

This is a small sample of the abuses and lack of customer service that permeate the whole restaurant side of the Airport Hilton. Is there any corporate oversight for this facility? There is an undercurrent of filthy language and intimidation among the same employees that arrive late and leave early. There are no busboys and no expeditors on the restaurant team which means slow service and poor service. Tables are not cleared and tray jacks are left on the floor for long periods.

I regret that I will be leaving very soon as the situation is intolerable and I fully expect, that like other employees, I will be shafted. I am not alone as a disgruntled employee. Is there any possibility that there is a remedy for this situation? Is a remedy in the best interest of Hilton Hotels? I hope you can help or refer this note to this to some regional manager who will investigate the problems. Thank you.

My son got hurt 21 days before his April 16th US Marine boot camp graduation. I had already prepaid for the room for two nights. After numerous phone calls, a rude supervisor, and all the red tape to get a Dr's note, they refused to change the date to his new graduation. I never asked for a refund, just wanted to change the date to May. Because of this, I now can't afford to go. They wouldn't return my calls either. I have never dealt with such a heartless company. I am shocked that they don't support our US Marines. They say they make decisions on an individual base but my case didn't warrant a change in date?? I don't get it. I highly recommend that people do not use them!

The rooms were not nearly the quality that you would expect from a 4 star hotel. The walls were paper thin and to make matters worse they placed me in a room that joined another via an even thinner door! I heard the people in the next room shuffling through books and paper on the desk in their room. My view faced a tar roof that was level with my window so that I had to keep my curtains shut at all times since there were maintenance crews walking on the roof. The window faced a large, tan wall that separated me from the air conditioner units on the roof. The toilet flooded and the bathtub did not have a drain stop.

I prepaid for the room and they told me it was first come first serve. The hotel was NOT fully booked two weeks earlier so they assured me that there would be a good selection of rooms to choose from once I arrived. During that two weeks a convention booked out the hotel leaving me with the worst possible room in the building. Keep in mind, Hilton had my money long before they had the late booking convention. There are also no refrigerators in the rooms - you must request one at a cost of $30 per night. This is a 4-star hotel???

I have been a regular customer of Hilton Hotels and am an Hilton Honors member. The bad weather in UK forced cancellation of flights to many destinations. Not only had Hilton Cologne bumped up the price of the hotel for a trade fair they wanted a guarantee. This is fine but when your attempts to travel are thwarted by weather circumstances corroborated by your travel agent - you do expect not to be held to the guarantee. A charge of euros 530 for a room I could not use is just daylight robbery. I would advise everyone to avoid using these people at all. Yes - I may be able to claim on insurance - but this is not the point.