Complaints

This profile includes complaints for Hilton Worldwide's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hilton Worldwide

  7930 Jones Branch Dr Ste 1100 McLean, VA 22102-3313

• 

  Hilton Worldwide

  1100 Arch St Philadelphia, PA 19107-2376

• 

  Hilton Worldwide

  8517 Leesburg Pike Vienna, VA 22182-2406

• 

  Hilton Worldwide

  1800 Papermill Rd Wyomissing, PA 19610-1100

• 

  Hilton Worldwide

  230 Sycamore Dr Breinigsville, PA 18031-1535

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/14/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to make a reservation for June ******* because I already had a reservation for June 13 and 14 2025 during the *************** Convention but someone put me down for May ******* and they are saying I didnt cancel the May 15th reservation, one, I never made. I make all of my reservations using the Hilton App. This is a fraudulent charge and I have tried going through the hotel but no luck.

  Business Response

  Date: 07/15/2025

  Sent: Tuesday, July 15, 2025 12:50 PM
  
  
  
  Hello ******,  
  I hope this email finds you well. This is ***** from the ***************** I am responding to your Better Business Bureau complaint about the late cancellation fee. I am sorry you missed my call today; I did leave a voicemail.  
  We sincerely apologize for the challenges with your reservation not being updated to the correct dates. We acknowledge that this was an agent's error and are truly sorry for the inconvenience.  
  We are processing a refund of $redacted. You may expect your refund in the next 4-6 weeks at the following address: 
  redacted 
  Thank you for your loyalty to Hilton and we look forward to welcoming you back and ensuring that your future stays with us are nothing short of exceptional. 
  Best Regards, 

  Customer Answer

  Date: 07/15/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ******
  
  

• Initial Complaint

  Date:07/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We checked in the room to find blood and urine stains on the mattress, including the couch bed!! We went down to the front lobby and we were told that there was no manager on-duty. I then filed a complaint once I got back- case#********* & was told that upper mgmt would be calling me within 72 hours, that was on 06/25. This is ridiculous that no one has contacted me! The night of the complaint, they didnt even change our sheets, merely handed us clean sheets, not to mention, the lotion, shampoo and conditioner containers were empty! I would've rather slept in my car because I couldn't sleep thinking I was going to get bit by bed bugs! I checked for reviews and found others complaining of bed bugs, so I know, they obviously have issues! This room was over 300$ (I paid 249 but only because I used Hilton points) not 50$ a night! Service was ****, no one cared what my daughter and wife were going thru! BAD BUSINESS for sure!!! I am a hilton honors member and this is how I was treated! Not cool.

  Business Response

  Date: 07/15/2025

  Hi ******,

  Im pleased to see that **** from the hotel has reached out and credited Hilton Honors Points to your account in response to the disappointment you experienced during your stay. I truly appreciate your patience as we worked with the hotel team to resolve this matter.
  

  If theres anything more we can do to assist, please dont hesitate to reach out. Your satisfaction is very important to us.
  

  Thank you for your continued loyalty as a Hilton Honors Gold member. Wishing you a wonderful week ahead!

   

  Best Regards,

  ***** *.

  Executive Ambassador

  
  

  Customer Answer

  Date: 07/15/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *** ****
  
  

• Initial Complaint

  Date:07/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Day 1 (Arrival):Upon arrival, I found that the bathroom had not been cleaned. There was a ring in the bathtub and standing water in the sink. I contacted the front desk and was told someone would be sent up to clean it. After waiting an hour with no response, I called again and asked if I needed to go purchase cleaning supplies myself. I ended up cleaning the bathroom using the body soap provided, which is not a **************** 2:I spoke with the front desk again on my way out and requested that the room be cleaned. When I returned, the room had not been cleaned. The only thing that had been done was the removal of dirty towels. The trash was still there, the beds were unmade, and the bathroom remained in the same unsanitary ************* 3:The room was finally cleaned. However, after everyone showered, water leaked through the floor and soaked the area. A backpack containing personal items, including a borrowed book, was ruined. I called the front desk again, and two staff members came up but left without resolving anything. I had to make another call to find out what was going on. Eventually, after midnight, we were offered another room, but upon inspection, the rooms were in such poor condition that moving didnt seem worth itespecially since we were checking out early the next morning.I am extremely disappointed to have paid top dollar for a stay that felt more like a ******* experience. I am requesting reimbursement for the water-damaged items in my backpack, as well as for the poor condition of the room itself. This was a horrible experience for me and my family. We expected much more from Embassy Suites.There is a significant difference between a hotel being "dated" and being "dirty," and unfortunately, ours was the latter.

  Business Response

  Date: 07/13/2025

  Hello ******,
  
  I hope this message finds you well. I attempted to reach you by phone and left a voice message. As mentioned, we received compliant ID ******** from the Better Business Bureau at our Executive Offices at Hilton. I am deeply sorry to hear about your experience and that the hotel was unable to address your concerns during your stay.
  
  At Hilton, our goal is to provide a seamless stay experience that includes friendly and efficient service, as well as clean and comfortable surroundings for each guest. I apologize that your stay did not meet these commitments. On your behalf, I have shared your experience with the senior management team to improve our valued guests' experiences.
  
  To make amends for your overall experience, we have refunded your stay in full in the from of a check that will be sent to the address below.
  
  xxxxxxxx
  xxxxxxxx
  
  Please confirm that this address is correct so we can proceed with processing the refund. Kindly allow up to 30 days for the check to arrive.
  
  I know that this cannot change your experience, but I hope this gesture will show our commitment to making it right. Thank you for bringing your concerns to our Executive Team. We truly value your feedback and your loyalty as a Hilton Honors member. 
  
  Best Regards,
  
  ****** *.
  Executive Ambassador

  Customer Answer

  Date: 07/13/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *******
  
  

• Initial Complaint

  Date:07/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a signature city view 1 bedroom king suite hotel room at the Millennium Hilton *********************. using all my converted points from the my timeshare into Hilton Honors points to pay for room. The total ******* points are worth $2,329.60. The hotel current rates are currently $366 per night Honors Discount rate which includes the $35 mandatory charge per night. I only stayed 5 nights which totaled $1830.00. We used valley $100 one night only and two meals the entire stay. The entire stay amounted to $2,289.82 (Receipt uploaded). Hilton withdrew all my timeshare points and charged my *********** Credit Card the entire amount as well. I paid literally double for one transaction. I called them but they are justifying the charges as "I should have known better" they address the cash and points highlighted on my booking email as a double charge. I still don't understand their reason for the double charge explanation.

  Business Response

  Date: 07/09/2025

  Sent: Wednesday, July 9, 2025 3:43 PM
  Subject: Re: You have a new message from the BBB of ******************* & Eastern Pennsylvania complaint #********.
  
  
  Hello Nyldaliz, 
  Thank you for taking my call today.  
  Thank you for reaching out with your concerns. Weve reviewed your reservation and would like to clarify a few details. When you booked in January, the rates reflected the holiday period, which differs from the current rates shown in your screenshot. These rates are not representative of holiday pricing. 
  Additionally, your reservation confirmation indicates that you booked using ******* Hilton Honors Points, along with a cash amount of $1,850.41. We hope this explanation helps clarify the discrepancy. The Points applied to your reservation brought the rates down on you premium Signature room.  
  Unfortunately, after the stay has been completed, we will not be able to modify your reservation and remove the points and charge you a different rate.  
  Thank you for your loyalty to Hilton and we look forward to welcoming you back and ensuring that your future stays with us are nothing short of exceptional. 
  Best Regards, 

  ATTACHMENTS INCLUDED
  
  

  
  

  Customer Answer

  Date: 07/09/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23573417
  
  I am rejecting this response because: I am a Hilton Grand Vacation owner and they treat me like this. No options or reason to charge me full price and also steal my points. I attached a snap picture of the full current cost if I was to book the same exact room the following week of my stay.  I didnt save any money and I lost all my saved points I converted from my timeshare. Hilton is unfair and cruel. Ill take this loss because I know they will never make it right or even attempt to care. I would advise everyone reading this to book elsewhere. Dont expect a great deal from Hilton management. 
  
  
  Broken hearted,
  
  ******** *****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am seeking a full refund and compensation for two ruined meals caused by the hotel being unable to provide me with access to my pre-paid hotel room. There was no clerk at the front desk upon check-in at approximately 3:45 PM on 06/28/25. The clerk arrived within 15 minutes but could not provide working key cards. An hour later, I received working key cards, so I left after the first meal was ruined and returned at 9 PM with a 2nd hot meal. My key cards no longer worked and we couldn't access our room. I was given re-programmed key cards, but they too didn't work. The front desk clerk came to my room and couldn't get in with her master key, so the maintenance man (at home) was called in to force the door open. My clothes and prescription diabetes medications were held captive in a room no one could enter for over an hour. I needed this medication, which is supposed to be taken with food, and was actively seeking a hospital when the door was finally opened. The meal was ruined by the time we were able to eat. We were assigned a new room, but it was filthy, with pink/orange mold in the shower, and hairs from the previous guest stuck to shower and bathroom walls. Dark greasy stains on the chair seat soiled my clothes, and a mysterious dried white liquid was on the edge of the sofa. I intended to notify the staff upon check-out but no one was on duty when I left at 11 AM the next morning.This purchase (hotel room) was delivered later than promised --published check-in time was 3 PM, was damaged, AND unsatisfactory. The promised refund/resolution made by the front desk clerk on 06/28/2025 did not occur. Hotel was understaffed, negligent, put our lives at risk with a filthy room. They have not fully addressed all of our concerns in a fair and reasonable way.

  Business Response

  Date: 07/09/2025

  Hello *****,
  
  I am responding to your Better Business Bureau complaint file ******** sent to The Hilton Executive Offices regarding your stay at Hampton Inn Suites Lenoir. We sincerely apologize for not meeting your expectations and for the inconvenience you experienced.
  
  The hotel issued Hilton Honors points equivalent to the monetary value of your stay, as this was the fastest method of refund available. Since your reservation was made and paid through a third-party vendor, Travelocity, which contracted Expedia to create the booking, the hotel is unable to issue a refund directly to your credit card.
  
  If you prefer, we can issue a check for the amount the vendor paid to the hotel, and remove the points from your account. Please note that check processing and mailing typically takes 3045 days.
  
  To proceed, we kindly ask that you:
  Provide a copy of your credit card statement showing the charge.
  Confirm whether your mailing address  **********************************************************************************************************; is still valid.
  
  
  I look forward to your reply.
  

   

  Best Regards,
  
  ********* *.
  Executive Ambassador

  Customer Answer

  Date: 07/09/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23565895
  
  I am rejecting this response because the response fails to address the ruination/loss of two meals incurred during this stay for me and my wife, and a redress for health and safety issues we experienced, due to the negligence of Hampton Inn and Suites by Hilton Lenoir.
  
  
  Regards,
  
  ***** ******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an email chain with a *** employee regarding a $200 "Spend a Night on us" Rebate I obtained through HGV. I was instructed to email a copy of my Guest Folio upon checkout and I was promised by that employee he would personally handle my reimbursement. I've tried contacting this person multiple times with my Guest Folio receipt, but he is not answering me.

  Business Response

  Date: 07/13/2025

  Hi *******,

  Thank you for reaching out to share your feedback with us. We truly appreciate you taking the time to let us know about your experience.
  

  As your concerns are currently being handled by our dedicated Hilton Grand Vacations Team, I will go ahead and close this matter on our end. If you need any further assistance related to this issue, please dont hesitate to reach outwere always here to help.
  

  Thank you again for your loyalty to Hilton. Wishing you a wonderful week ahead!

  Best Regards,

  ***** *.

  Executive Ambassador

  Customer Answer

  Date: 07/15/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and can confirm that the agent handling my case from their end confirmed shipment of the rebate on 7/11 and will take 8-10 weeks for delivery. She will confirm with me then once I receive it. 
  
  Regards,
  
  ******* ****
  
  

• Initial Complaint

  Date:07/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hilton hotels cancelled our upcoming ***************************** with no notification or communication. Called Hilton & no assistance & told to contact the new owner *****. Not help from ***** just wanted to charge us more for a room. Affected many families. Only found out do to it being on social media.

  Business Response

  Date: 07/08/2025

  Hello ***,
  
  It was a pleasure speaking with you today.
  
  My name is ******, and Im reaching out from Hiltons **************** regarding your BBB complaint (#********) about your reservation at the ************************ & Spa. I am truly sorry for the negative impact caused when you shared the frustration of learning about the resort's departure from Hiltons portfolio. Please accept our sincere apologies for this experience.
  
  On June 26, 2025, to avoid disruption to your travel plans, our relocation team reached out to you to ensure that your stay was rebooked with the resort directly and with no additional cost. You shared that while you did not receive this notification, our team moved forward and rebooked your stay accordingly.
  
  As youve since made other arrangements, Ive requested cancellation of the **** **** reservation as discussed.
  
  We appreciate your loyalty and thank you for bringing this to our attention. If you have any questions, feel free to reply to this email or contact me directly at the number below. Wishing you a fantastic rest of your day!
  
  
  Best Regards,
  
  ****** *.
  Executive Ambassador

  Customer Answer

  Date: 07/11/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23561794
  
  I am rejecting this response because:
  
  
  Regards,
  
  *** Doolittle ******

  A Hilton *** did call me this week. She made the call due to BBB complaint  
  

  She notified me they made a reservation & the Hyatt for us.  We didnt ask for this reservation with *****.
  

  Our previous reservation & rewards with Hilton, were NOT honored.
  

  When we called Hyatt when we found out on social media the issues & we had been affected (Hyatt) offered us a rate that was more than our Hilton which we declined & ***** said we had NO reservations at that time for our 2 adults & 2 children. 
  

  We were given a run a round w NO assistance from Hilton, Hilton Diamond or Hyatt for 1-2 weeks when we tried to figure out what was going on.  

  Hilton ***orts they made us a reservation is something  we knew nothing about nor received any email communication about  until they called me THIS week. They called me due to the BBB complaint I made they ***orted.  

  Also, myself & sig other had called Hilton & Hilton Diamond many times when our reservation was cancelled without notifying us . We discussed our displeasure & consumer fail and trust in Hilton brand.   
  

  The *** on the phone said no record of these calls which is another huge concern.
  

  I am rejecting this due I feel this is an inaccurate documentation to their failure to our family of what has occurred.   

  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:07/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a Hilton Honors Diamond member and had two rooms booked at Conrad Bora Bora Nui for March 1621, 2026, using points earned through stays and transferred into my Hilton account. These reservations were made as soon as the award calendar opened over four months ago.Recently, I was informed that the entire resort will be closed for renovations and that Hilton would be canceling both reservations. While my points were refunded, this does not address the core issue: I made travel plans, including nonrefundable international flights for five family members, and coordinated time off well in advance around these confirmed Hilton reservations.There are no other Hilton properties in *********, and the closest comparable Hilton is the Hilton *************************** However, I have been told that standard room rewards are unavailable and that I would need to rebook at my own cost or at a less comparable Hilton property (Hilton Hotel ******), which is not a fair substitute.I have contacted Guest Assistance (Case #: *********), reached out to the resort directly multiple times, and escalated via Hiltons *******/X account. Despite several polite and detailed follow-ups, I have received only generic replies and no commitment to resolving the issue.I am requesting that Hilton:Rebook my family at Hilton Moorea for the same dates (March 1621, 2026) using my points, regardless of current standard award availability;ORCompensate us with the equivalent number of points or cash value to book a similar property elsewhere;ORProvide a significant goodwill resolution (e.g., substantial bonus points, certificates, or coverage of a comparable non-Hilton stay) that reflects the brands accountability.I booked in good faith through Hiltons own system. Hilton canceled not me and Im simply asking them to make this right. This is a significant disruption to our family trip, and I hope Hilton will take appropriate action.Hilton Honors #: **********

  Business Response

  Date: 07/06/2025

  Hello ****,
  
  I hope this email finds you well. I am reaching out to you from the Hilton ************************** regarding your BBB complaint. We are very sorry to hear that your future reservation at the Conrad ************* was cancelled due to upcoming renovations/hotel closure. We can understand your concerns and apologize for any frustration. I reached out to you via phone today and left you a voicemail, I'm sorry that I missed you. 
  
  We see that the hotel notified you regarding the cancelation 6 months prior to your booking, and have fully refunded the points back to your account. We know that this does not resolve your vacation plans, but we hope this allows you the time to make a rebooking. We understand that you are interested in moving your reservations to the Hilton ******************** & Spa. We do not see any standard rooms available for your requested dates, but at this time, they do show premium rooms available should you wish to book a premium room. We are not able to adjust the room rate for that property or add points to adjust the difference. We do, however, see that the Hilton Hotel ****** has a few standard rooms available for the dates you are interested in should you wish to book there. Please note that this is subject to availability, as rooms can get booked up at any time. We suggest making your booking as soon as possible as this seems to be a busy time for that area. Should you need assistance with your reservations, please let us know. 
  
  As a measure of good will for this matter, we have issued you Hilton Honors points to your account. Please allow up to 24 hours for the points to post. We understand that this will not change your experience, but it is our hope it will underscore our commitment to your satisfaction and will restore your faith in our brand. 
  
  Your loyalty as a Hilton Honors Diamond Member is greatly appreciated. Thank you for sharing your experience with our Executive Team. We look forward to welcoming you to any of our ***** Hilton Branded hotels worldwide.
  
  
  Best Regards,
  
  *** L
  Executive Ambassador

  Customer Answer

  Date: 07/06/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23559289
  
  I am rejecting this response because: Since the Hilton is refusing to rebook us at an equivalent property during our stay then Hilton should be the one to reimburse us for cancellation and change fees associated with the airline since we do not have any other option except to cancel these flights. 
  
  
  Regards,
  
  **** ***
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a one night stay at Doubletree in ****************, *********. I'm a very light sleeper and booked a room for July 4th to get away from my neighborhood noise. Because of this, I always request a room on the top floor of the hotel. Upon trying to choose my room online and after talking to hotel staff I was informed there were no open rooms on the top floor. I then tried to cancel my reservation and it was a huge mess. I explained my situation to both the reservation call center as well as the manager on duty, and was told I could cancel but I would not receive any refund back. After countless phone calls and many arguments I was still denied a refund and had to cancel my reservation, still resulting in a full room charge and no refund. Doubletree now has an empty room a full day before my reservation they can book again, and I was still charged for my full stay.

  Business Response

  Date: 07/09/2025

  Hello *****,
  
  I trust that you are doing well today. 
  
  I am following up with you regarding your reservation at the -DoubleTree ************************. In the hotel's response, they shared that while they appreciate your call before your check-in date, they will adhere to the terms of the reservation where a one-night late feel will be charged. 
  
  As shared in our phone call, you mentioned that you were not aware that the free cancelation had already expired at the time of booking. As a one-time exception and goodwill gesture, Hilton will refund your payment via refund check. Please allow 30 days for the refund to arrive at that address via the **** Postal mail. 
  
  Thank you again for allowing me to assist you. I look forward to your response. Have a nice day.
  
  Best regards,
  
  ****** *.
  Executive Ambassador

  Customer Answer

  Date: 07/09/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** *********
  
  

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I checked in at the Home2 Suites by Hilton ***************************, *****************************************, at 2:30pm, June 16, 2025. At approximately 9:30pm, June 16, 2025, my vehicle was broken into in the parking lot of the hotel. There are zero outside cameras at this hotel, and the security guard begins his shift at 10pm, but only on certain days. I filed a police report with *****************************. My driver's side rear window was shattered and removed from the vehicle, as well as scratches around the window and rear driver's side door. Home2 Suites personnel showed me the signs in the parking lot concerning the hotel is not responsible for damage or theft in the parking lots. Fast forward to today. At approximately 3:30am this morning, July 3, 2025, my vehicle was broken into again, this time shattering and removing the passenger side rear window. The perpetrator climbed inside my vehicle and went through my center console and glove compartments. The security guard wasn't on duty last ******** the 16 days I've stayed at this Home2 Suites, there have been approximately 8 vehicle break-ins at the hotel. I am a loyal Hilton Honors and Hilton Hotels customer. However, this is completely unacceptable. I've now had to replace two rear windows in a span of 16 days. And while I understand this hotel's policy concerning theft or damage in the parking lot, as often as this happens (per **************), you would think there would be cameras AND around the clock security. I don't expect a lot, but I do expect to be safe when staying at any hotel. I understand things happen, but twice in 16 days? and two other vehicles were broken into last night when mine was. I have spoken to the owners of those two vehicles. I will be moving from this hotel as soon as possible and will not stay at this hotel ever again. There is no reason these thefts have not been addressed. The guests at this hotel are not safe.

  Business Response

  Date: 07/04/2025

  
  ***************************
  
  Hello *******,

  
  I hope this message finds you well. My name is *****, and Im reaching out from the **************** at Hilton in response to your Better Business Bureau case regarding your experience at Home2 Suites by Hilton **************************** Thank you for taking the time to speak with me earlier today.

  
  Im truly sorry for the damage your vehicle sustained during the two break-ins. I understand how upsetting that must have been. That said, Im glad to hear that ******, the General Manager of the hotel, has spoken with you directly regarding your experience. We appreciate you giving us the opportunity to address your concerns.

  
  Thank you for your continued loyalty as a Hilton Honors Silver Member and for sharing your feedback with our Executive Team. We hope to welcome you back to one of our ***** Hilton-branded hotels for a much improved stay.

  
  Best Regards,
  
  ***** *.
  Executive Ambassador

  
  

  Customer Answer

  Date: 07/04/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  

  I spoke with the ** at Home2 Suites ***************************, ******. She was extremely helpful and apologetic concerning the break ins to my vehicle. I actually spoke to her soon after I made the complaint and before she knew there was a complaint. She explained to me the steps she and her management company are taking to ensure the security of the hotel and its parking area. I am beyond satisfied with the discussion we had. The hotel itself is a wonderful place. The staff, especially the housekeeping and maintenance staff, are extremely helpful and friendly. They do an amazing job with my room. The ** is also a wonderful person and is doing what she can to ensure the safety of the hotel, its patrons, and the vehicles. 
  
  Regards,
  
  ******* ******