Hilton Honors Overview
Hilton Honors has a 2.4-star rating, derived from feedback provided by 346 customers. In the Hotels and Resorts category, it secures the 21th position out of 883 companies.
Rating
Contact Information
Website
www.hilton.com
Phone
(800) 446-6677
7930 Jones Branch Drive, Mclean, Virginia, 22102, United States
Hilton Honors Reviews
Anonim
Refund Never posted
We called Hilton Honors to book into a Tru-Hilton in Fayetteville, NC. When we arrived no one was at the center desk. The gal was busy chatting over by the window. When I got her attention she told me I had to pay full price--$205 that I wasn't booked using my honors points. I asked her to cancel my reservation and asked if I could have a copy of cancellation as I didn't want to be charged. She said she couldn't make a copy but allowed me to talk a picture of her computer screen. I immediately went to my car and called Hilton Honors. The lady I spoke with immediately booked us into a Hampton Inn using less points and assured me she would cancel the points and money used to book us into the Tru-Hotel the girl said wasn't there??? Anyway when I checked my credit card statement we were still charged $205 Plus $42 at the Tru-Hotel. Just today I finally received a credit after about 11 days. Not happy
Richard
Reconfirmation of me reservation
I got a reservation in Budapest but Hilton has forgotten to tell me that the hotel undergoes a renovation and is temporarily closed. With a valid reservation for a closed hotel. No compensation and apologies were made. After I called I was rebooked but had to pay even more for the new reservation. Very disappointing for a diamond Hilton honors member.
Taquana
Worst Customer Service
This review is for the Hilton Honors program. Worst customer service. Called their 800 number and guy was reading off the web site, did not know how to help me and the loudest roosters incessantly crowing in the background. Do better Hilton!!! Hire some proper customer care people!!
Nikos
Check points
I have called 2x and Manny couldnt get me any dollars off a room rate so what good is ha ing 40,194 points???!!! He gave me 10,000 extra points as apology! The girl today did not honor that. And because her phone connection was so bad we could not hear each other so she hung up on me!!! i had waited 20 min to talk to a human too!!! disappointed with these services!!! Help!!!
Jamillah
Resolved: Horrible experience
Updated by user Jul 20, 2023
Company fixed the issue and I have been provided with partial refund.
Original review Jul 20, 2023
We stayed at the Home2 Atlanta Airport West property from July 13, 2023 through July 16, 2023. I have been a Hilton Honors member for several years and typically stay at Hilton properties during my travels. I am not so sure I want to continue being a patron of Hilton properties. I have never had a poor experience with a property until this last trip. I would like to bring some things to your attention: Upon check-in, I noticed hair had not been cleaned from the bathroom sink drain. On 7/14, early afternoon, we requested some additional towels and washcloths for our room (we had already used the towels and washcloths twice). We did not receive them. After returning from our family party on Friday evening, we went to the front desk to inquire about our request. We were told there werent any towels or washcloths in the entire hotel. The front desk staff gave us 2 pool towels. To wash our faces, my mom and I used paper towels on Friday evening. We also inquired about a phone not being in our room. We were told some rooms just dont have phones. On 7/15, I had to bathe with paper towels. I cant even begin to explain how uncomfortable this was for me. We finally received an additional set of towels and washcloths on Saturday afternoon after housekeeping serviced our room for the first time since we checked in (trash had not been emptied for 2 daysI saw a roach in the room). The hair still had not been removed from the bathroom sink drain. Later in the evening, I used the bathroom and discovered a clogged toilet. I went down to the front desk (since we didnt have a phone in the room) to request assistance. When Anthony (the houseman) finally arrived, he used a plunger and discovered a bar of soap was stuck in the toilet. This bar of soap was flushed down the toilet by the housekeeping staff or someone else who had access to our room. Is that their common practice? Anthony didnt seem to have the proper tools to effectively fix the problem. We went to bed without having the toilet fixed. I cant begin to explain the level of discomfort that we experienced for the remainder of that evening and the next morning. I am aware that your staff informed you of my concern and I actually expected a phone call from you to express your apologies on behalf of the property. In addition, the tv in our room never worked nor did the digital key. The digital key worked for the fitness room, but not for our hotel room. Throughout our stay, I observed many guests visiting the front desk to complain about various things. I noticed the lack of empathy shown by the staff. It was truly disheartening.
Katrina
Is still waiting on a call from the company , still no acknowledgement from them and my payment is still pending, no word of refund
The night we stayed the air-conditioning did not work in the room. I went down and ask at the desk she said everybody's was working and no one came
Darby
Very dissapointing customer service
Original review Jul 09, 2023
I checked in to the American Hotel(Double tree by Hilton) in Downtown Atlanta on June 14th and left items in the closet. I realized my mistake and called the hotel about an hour after checkout. After being given the runaround for a week I finally spoke with someone who acknowledged my items were found. I was instructed to email a prepaid shipping label which I did. 3 weeks later, I have still not received my items. Every time I call I am given the runaround and empty promises. I have been promised the items were shipped but tracking says otherwise. I have been told the manager does not have an email. I finally found a direct General manager email but he has not responded. I am beyond frustrated and disappointed with Hilton!
Sierra
Terrible service
I went through 3 rooms. The first two had no air. We slept in a room that was 80 degrees!! Very little sleep!! One smelled like mildew and the carpet was wet. The third had a stopped up toilet when I entered it. Looked like a cleaning lady threw gloves in the toilet and left it. Nobody could find a plunger. I finally had to go in the laundry room and beg someone to look for one. Got my toilet fixed and she mopped my floor. I was thankful for one sweet worker until I heard her lying about me at the front desk. She told the worker I stopped up the toilet and I was one of those complaining customers that couldnt be pleased. I will NEVER stay at one of these places again. Terrible experience. Way overpriced and run down place.
Behram
Poor stays with Hilton
Stayed at Hilton Kozyatagi in Istanbul. No wifi for 2 days. Front desk staff gave ridiculous excuses. Carpet in room was torn. Mildew in bathroom. No compensation given. Hilton guest services just bounces you from one team to another to address issues, which are not resolved. Overall, not worth the time or money.
Phyllis
Hilton Honors
Updated by user Jul 12, 2023
getting the run a round
Original review Jul 02, 2023
Confirmation Number 8486**** Hampton Inn Sevierville Tn 37876. checked in 6/28/2023 5:42 PM was told by Desk Mgr. Mr.Ryan said all points refunded -NO Charge.checked out at 6/28/2023 6:47 PM . checked in Hilton Garden Inn Pigeon Forge Tn room 309 at 6/28/2023 PM ;checked out 7/1/2023 with NO POINTS and $822.22 out of pocket of my money .I had 71500 points before we checked in at Hampton Inn on 6/28/2023.I would appreciate this matter taken care of with my Hilton Honors points and the money I had to use to make this trip.our family have stayed at Hilton brand Hotels for over 20 years.PS Hilton Garden Inn at Pigeon Forge Tn confirmation # was 340177****
Refael
Beware HHonors special buying points offering
Hilton had a promotion to buy 80,000 points at 800USD and get a bonus 64,000 points - all together get 144,000 points. Since we were planning a trip to Thailand, and a stay in Bangkok, I bought it. I checked a booking for Hilton Millennium in Thailand through Hilton's site, and found what I wanted at 780 USD. I asked for buying with the points, and got answer that I need to add 140USD to the 144,000 Points... Which of course did not make sense. I called the Hilton, and the girl asked all questions (15 minutes) and then transferred me to her boss. After talking to him about 15 minutes, he said they do not deal with it and I need to call Hilton's sales. I called Hilton sales, go through all same questions again, and the nice lady told me its really does not make sense and transferred me to her boss. He heard the issue, tried to find solution - but could not really find, and when I asked him to transfer me to someone that can solve it he just hang up... I am still with all the points :) I used to be Diamond member of Hilton - it is sad to see such bad service for a company that before had such a great service.
Tara
Terrible treatment/Customer Service
We stayed at the Hilton Orlando on Destination Blvd because of a phone call from Hilton Grand Vacations enticing us with a lower price if we attend the seminar. The seminar was only second best to the pool experience At the hotel. What was awful is there was we were harassed about money At the front desk in front of everyone!! The gentlemen that called me offering me the deal did not tell me we needed to pay a $300 deposit upon check in. After securing the money from my brother, we checked in. Neither of us were getting paid until Tuesday and we checked in on a Sunday. On Monday afternoon as we were retiring to our room, a front desk staff was At our door. I said thats our room, can we help you? He said I just disabled your keys because your at $285 of your $300 deposit. I told him again that were both getting paid tomorrow (Tuesday, May 30th) and again I offered them to take my card and make a copy our store it in their safe and reiterated that Ive been telling them that since yesterday. What makes matters worse is he disabled our keys with my 15 year old inside the room and all our belongings! I had to go down to the front desk again and hash it out with the manager in front of everyone AGAIN!!! Again, I explained that we will have money tomorrow and offered them my card again. After about an additional 20 minutes, we got new cards and went back to the room. This relentless request for money dampened our vacation to the point me and my husband were so mad that no one advised us of the deposit (the hotel stay was pre-paid since February). Afterwards is always hindsight is 20/20. I would have not checked in until Tuesday May 30 so wed have money for the stay but thinking we pre-paid for the stay and as long as we had the money upon check out, e thought wed be ok. No one at the front desk was nice. No one att the front desk card if they spoke softly to not air our business. Including the blond manager after our keys were disabled. Everyone At the front desk was loud and insensitive. Theyre relentless about money and it was unsettling! Ill never stay at the Hilton Orlando ever again!! Compliments of the front desk staff and manager!!!
Utopia
Hotel employees attitude
We arrived The Draper New York Tapestry Collection by Hilton at April 27th and welcomed very warm. We stayed there two nights and checked out April 29th approximately at 9:50 am. Everything was perfect. The receptionists were so kind Before we left your hotel I asked them whether we could leave our luggage at the hotel on May 7th just for a couple hours (5 hours max) since we were going to be back from our cruise and want to look around New York before we board our plane later that day. The receptionist told us that no matter who we will be talking to in the reception the day were back they will assist us with great pleasure and only charge us $1 per bag. We were extremely happy during the day of our check-in and check-out until the day we were back from our cruise to leave our luggages. On May 7th we had an opposite experience where we were left with anger and disappointment. The receptionist who we hadnt seen during our stay said that they dont have a policy to hold bags and didnt even believe that we stayed at the hotel and talked about leaving our luggages beforehand. They were extremely clueless on how to deal with customers. Even though we told them we stayed there and paid money just a week ago they acted like we were strangers and not customers. They made us download an app and didnt tell us that it would be more than 1$ per beg since we were told that information before we checked out on April 29th. After a couple hours we checked the app and saw we were charged with $116 for luggages. We stayed in your hotel for 2 nights 3 guests and paid $530. For our luggages only for a couple hours we paid $116. This made us absolutely furious since we were told we would be charged 1$ per bag and thats it. We went back to the hotel and they didnt do anything. They didnt believe us. All the employees represent your hotel and they have to be at the same attitude. Im also aware on how these situations should be managed since I always worked in good companies in high positions. This is not how you should treat customers. I especially booked this hotel because I know its under Hiltons name and I am a member of Hilton Honours. Otherwise I wouldnt choose you since there are lots of other hotels in New York. This is unacceptable behaviour which made us feel absolutely stressed and extremely sad after a good experience in The Drapers. I wanted to inform you about this incident. How can you make us feel better about this type of treatment? I also want a refund $116 that my son had paid. The attitude is everything that makes you feel happy or unhappy Looking forward to hearing from you soon. I wrote this message to the Assistant General Manager of the hotel but unfortunately couldnt get any response this makes me more sad
Isaac
Horrible service
I am supper disappointed with this hotel I have never experience such a bad services like this . As soon as I started check in the front desk told me that there was 1- NO water in the budling, if I had notice there were sewer trucks on the side of the building and they were working on water so they had to cut water off. 2- I ask for a latter check out they ask me what time I need I told them the time and I was given 2 hour earlier that what I ask for the lady looked bother for giving me the time. 3- I ask if I could get a room with two queen bed and the respond was they way I Book my reservation she could not help me that they had room's available but she could not help me. 4- when I ask if my son could go play basket ball she told me that the court had already close it closes at 10:00 when I ask at what time the pool closes the same thing 10:00. there is no place on the web page that says that the pool and basket ball court closes at 10:00 very disappointed for a 13 year old kid and 11 year old. 5- the last thing I ask for a cup of hot water for tea and I was told they did not have hot water at the time she had to ask I don't remember who to put hot water to come back. I just remember telling her wow everting I have ask you for has been a NO NO NO. But to charge my credit card there was no problem. I don't think I will never book a reservation in this hotel I was not happy extremally disappointed. is so funny how they have some where in the hotel that says they want to make us customers feel like if we are at home I felt more like they were traying to make it there way only and not help a customer at all.i called to see how they could help me with a partial refund yeah right they offer a 10 % a slap and laugh to my face like I had enough of this hotel I never agreed to this 10% what is 10 % $22.00 dollars that doesnt make up for anything. Then you call customer service good luck with that they hung up all 4 times I Called never call you back is just funny how they confirm youre phone but can not call back.
Angela
Nasty Laundry Room
Someone left their laundry in the machines, all day!! When I ask them to clean it up, they said dont touch it and well take care of it. Ive been a Hilton Honor member for years. And never seen such disregard for cleanliness. Especially leaving it all day. And the rude people employed at this Hotel I would hope that Hilton would look into this complaint, and take a better approach at placing certain people in upper management positions.
Emily
Employee
I was an employee of tru by Hilton 122 Carolina point parkway Greenville SC. I need to make you aware of a few situations I encountered while working there. The GM - Margherita Bianchino- repeatedly belittled me (and others) with rude, crude- and disgusting language in front of my coworkers. I was tasked with putting Vinyls in rooms to set up the new hotel. One particular afternoon the GM brought in food- I was upstairs still working my butt off getting each and every room. I was not told they had food and had brought my own to eat. When I came downstairs it was almost gone/ and Jennifers (Front desk manager) mom who works at the desk threatened me with a gun saying this white girl gon make me go get my gun and shoot her if she dont clean up this lunch mess I told my mom about this comment involving a weapon. but when I asked the crew why I was tasked with this when I just wanted to finish my vinyls for the day I was told I was being a racist and to shut the *** up and do it I had no intentions of eating I was only made aware food was there when I ran out of the bathroom vinyls and had to go down to get more. However- I finally reached a boiling point then the executive housekeeper (Vanessa) violently shook me, and told me I was being too sensitive. At this point I was scared to go back out front because of the gun comment. The only way I can describe this is Vanessa (exec hsk) acted in a manner like she had just come from jail. I am not trying to be racist- but I was called that. I was a minority in this hotel and I knew this going in. I was comfortable - until I started to ask why things were done in such a sloppy manner (I didnt say it this way but every single manager admitted that they dont even know what they are doing either in their roles.) I have worked in the industry since 2018 and am deeply saddened that such a beautiful property is going to go downhill so fast. My tasks included whatever they asked for, labeling bottles for housekeeping, making labels, placing them, and same for the hotel sticker vinyls. And sometimes my task was please get out of my face and stop asking me questions Im trying to think from the GM. I was told they knew how to mess with ppls HH# account. And thats when I decided it was time for me to quit this property because they dont value the customer at all. They manipulate for sport. I watched them do this to someones account. I dont stand for that. Incident 4,000- *The GM- got in a screaming match with another employee about the Wi-Fi code. There was no Wi-Fi code and this employee was only asking so she could log on to her laptop to train for OnQ PMS. As previously stated I have been with Hilton for a while so I am very familiar with OnQ. This young lady was treated with such horrid disrespect, and she IMMEDIATELY quit her job on the spot: what kind of GM curses and yells and belittles an employee so publicly. Who was only trying to do her training? She screamed and cursed at her as soon as the employee said I dont understand why you just wont give me the code regardless of what its for There was no code- this is another instance of this GM manipulating for sport. GM made it known she was constantly watching the cameras and would watch us do something wrong- and just intentionally come in and upset the flow just for the drama (sport) of it. The back office where one of many many many camera monitors are located is where this Exec. HSK came and shook me. I immediately said get your hands off me, and proceeded to walk off the premises. At this point I had quit my job. Fast forward to Friday the 1st- I try to pick up my paycheck for the 7 days I was employed there. I was told to come before 2pm on the Friday. I arrived to find doors locked. I communicated this to Jennifer who gave me the GMs phone number to call. I call her and put it on speaker for my mom to witness. I politely told her I was told I could pick up my check- but the doors were locked. She said oh child youll have to come pick it up Monday. Monday October 3rd- My mom takes me to the property to pick up my check. I let Jennifer know I was coming to get my check. She responds back with As you know she texted you and told you she would mail it to you you hung up and she mailed it over the weekend. The screenshots are available as well. She then sends me a screenshot of a message that was sent to my cell phone but if you look, you can see it was sent in blue but it does not say delivered at the bottom. This is because the GM blocked me- set up the text, took a screen grab knowing I wouldnt receive it. Just to be spiteful. I never received this text, I told them. I tested my theory and called the gm and sure enough I was sent straight to voicemail- blocked. My mother proceeded to walk into the facility, and politely greeted Jennifer. Who went to get the GM. My mom asks the gm why she hung up on me, and the gm says your daughter hung up the phone on ME and I will take this up with her not you To which my mom says - no you wont, we need to pick up this check, she had driven twice to and from in an effort to collect it and when she went in was met with hostility and told to leave the property. The gm on camera - makes horrible comments to my mom. I have no words for how we were treated, I still dont have my paycheck and we believe its purposely being withheld. I WILL go on record with this. The GM was so aggressive I was worried for my moms safety. Thanks for taking the time to read this. I really hope this can be corrected, as Id like to see this property succeed.