Business Profile

Hotels

Hilton Worldwide

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Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 20 complaints handled through our conciliation process.

Complaints

Name: Hilton Worldwide
Address: 7930 Jones Branch Dr Ste 1100, McLean, VA, 22102-3313, USA
Telephone: (800) 445-8667

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

Customer Complaints Summary

3,576 total complaints in the last 3 years.
1,387 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/02/2025
Type:Customer Service 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.
As a long-standing Hilton Honors member who has been loyal to the Hilton brand for over 15 years. Throughout this time, I have accrued nearly closet to million points through my dedicated stays at Hilton properties, trusting in the value of this loyalty program. As of my last stay I had close to 300K points on my account. I recently discovered that my points had expired without any prior noticeno email alerts, no reminders, nothing. I was completely unaware that my points were subject to expiration, which has left me feeling frustrated and deeply disappointed.Upon contacting customer service to seek assistance, I was met with even more disheartening treatment. The team was unable to help and ultimately transferred me to the ************, where I was informed that the only option to restore my points was to pay a $250 fee. At a time when I am just getting back on my feet after an incredibly challenging perioda global pandemic that halted travel entirely, followed by job loss that kept me from traveling or redeeming points for over a yearthis demand feels insulting, rather than supportive of long-standing Hilton Honors members.I need BBB help to have Hilton restore my hard earned points back to my account.
Business Response
Date: 06/03/2025

To:*******************************

Tue 6/3/2025 9:40 AM

Hello ******,

I hope this message finds you well. My name is *****, and I am writing to you from the **************** at Hilton in response to your Better Business Bureau case regarding your Hilton Honors points. Thank you for taking the time to speak with me earlier and allowing me the opportunity to explain the options available to you.

We apologize for any inconvenience caused by the expiration of your Hilton Honors points due to 24 months of inactivity on your account. Please note that Hilton sends periodic email notifications to help members stay informed about their points' expiration status.

I can confirm that your points expired on August 11, 2024. For your reference, I have attached the link to the Hilton Honors Terms and Conditions:

************************************************************************************************

In recognition of your valued loyalty to Hilton over the years, we are pleased to offer a one-time courtesy reinstatement of 20% of your expired pointstotaling ****** pointsat no cost to you. This reinstatement will be a one-time exception for the lifetime of your Hilton Honors account.

Alternatively, should you wish to recover more of your expired points, you may do so by visiting the Hilton Honors website and utilizing the option to buy back points.

Please let me know if you would like me to proceed with reinstating the ****** points to your account.

We truly appreciate your continued loyalty as a Hilton Honors Member and thank you for sharing your experience with our Executive Team. We hope to welcome you back soon to one of our ***** Hilton-branded hotels for a more rewarding stay.

Best Regards,

***** *.
Executive Ambassador
Customer Answer
Date: 06/05/2025
[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: 23405580

I am rejecting this response because:

They offered me the same deal that customer service offered me earlier. I NEVER received any email about my points expiring, else I would have redeemed them to continue the benefits, hence I am fighting hard for restoration. If they want, I can sign for a challenge and complete desired number of stays in next few months. These points were hard earned points over course of ***** years.

Regards,

****** ******

Business Response
Date: 06/08/2025

To:*******************************

Sun 6/8/2025 11:44 AM

Hello ******,

I trust you are enjoying your weekend.

Thank you for your continued loyalty to Hilton. I understand your disappointment regarding the expiration of your Hilton Honors points.

As discussed with me and other members of our Guest Assistance team, we are pleased to offer you two options:

One-Time Courtesy Reinstatement:

In recognition of your valued loyalty over the years, we are happy to offer a one-time courtesy reinstatement of 20% of your expired points, totaling ****** points, at no cost to you. Please note that this is a one-time exception for the lifetime of your Hilton Honors account.

Buy Back Additional Points:

If you wish to recover more of your expired points, you may do so by visiting the Hilton Honors website and utilizing the Buy Back Points option.

Please let me know if you would like me to proceed with reinstating the ****** points to your account.

Thank you once again for being a valued Hilton Honors member.

Best Regards,

***** *.
Executive Ambassador
Initial Complaint
Date:06/01/2025
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.
Awful stay, staff member threatened me, I was charged for parking but told my car would be broken into, I have many photos of terrible conditions. I was in town for hospitalization of a famiky member and I was treated predatorily
Business Response
Date: 06/02/2025
Sent: Monday, June 2, 2025 1:43 PM

Hello *****,
Thank you for your kindness during our call today.
We sincerely apologize for the interactions with our team member and for the conditions of your room. At Hilton, we are committed to providing an exceptional experience for all our guests, and we regret that we did not meet our usual standards during your stay.
We have shared your concerns with the relevant teams, who assure us that corrective measures are being taken to prevent similar experiences for future guests.
Additionally, we would like to clarify that parking fees for this hotel are assessed as displayed on the official Hilton booking sites.
As a gesture of goodwill, we will be issuing a refund of $REDACTED. You can expect to receive this refund within the next 4-6 weeks at the following address:
REDACTED.
We truly appreciate the opportunity to assist you and deeply value your loyalty to Hilton. We look forward to welcoming you again and providing the outstanding stay experience you deserve.
Best regards,
Customer Answer
Date: 06/12/2025
They offered half back but I never received it.
Business Response
Date: 06/25/2025
We notified ***** ****** of your response and requested notification of whether or not a satisfactory resolution had been reached. BBB has not heard back from the consumer. Therefore, the complaint has been closed and will be included in your firms BBB Business Review as: Answered - the BBB has not heard back from the consumer as to their satisfaction with the businesss response, or the business addressed the issues within the complaint, but the consumer remains dissatisfied.
Business Response
Date: 06/29/2025
Hello *****,
Thank you for your kindness during our call today.
We sincerely apologize for the interactions with our team member and for the conditions of your room. At Hilton, we are committed to providing an exceptional experience for all our guests, and we regret that we did not meet our usual standards during your stay.
We have shared your concerns with the relevant teams, who assure us that corrective measures are being taken to prevent similar experiences for future guests.
Additionally, we would like to clarify that parking fees for this hotel are assessed as displayed on the official Hilton booking sites.
As a gesture of goodwill, we will be issuing a refund of $REDACTED. You can expect to receive this refund within the next 4-6 weeks at the following address:
REDACTED.
We truly appreciate the opportunity to assist you and deeply value your loyalty to Hilton. We look forward to welcoming you again and providing the outstanding stay experience you deserve.
Best regards,
Customer Answer
Date: 06/30/2025
[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: 23405319

I am rejecting this response because:
They offered a half refund even though I was basically given no choice but to stay there. I didn't even get the refund at all

Regards,

***** ******

Business Response
Date: 07/01/2025
Thank you for your kindness during our call today.
We sincerely apologize for the interactions with our team member and for the conditions of your room. At Hilton, we are committed to providing an exceptional experience for all our guests, and we regret that we did not meet our usual standards during your stay.
We have shared your concerns with the relevant teams, who assure us that corrective measures are being taken to prevent similar experiences for future guests.
Additionally, we would like to clarify that parking fees for this hotel are assessed as displayed on the official Hilton booking sites.
As a gesture of goodwill, we will be issuing a refund of $155.68. You can expect to receive this refund within the next 4-6 weeks at the following address:
**********************************
We truly appreciate the opportunity to assist you and deeply value your loyalty to Hilton. We look forward to welcoming you again and providing the outstanding stay experience you deserve.
Initial Complaint
Date:06/01/2025
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.
Stay dates: 03/08/25-03/15/25 *** No: ******** Amount of stay: $531.93 On 03/09/25, I was utilizing the pool. I was first in the hot tub. When a guest joined me, I asked if it was alright to use my external portable speaker. She said it was fine, and we enjoyed the small space together. The additional guest eventually departed, and I sat alone in the pool area for another ***** minutes. Seeing as no one else utilized the pool area, I began going back and forth to the pool during this time and began playing music, via the speaker. I was alone in the area, playing music when I began to utilize my Aqua Zumba Instructor app and started to exercise in the pool. Almost 20 minutes into my aquatic workout, a man entered the pool. I stopped what I was doing to ask him if the workout music was too loud. He said it was actually disruptive. I said okay, I will turn it down a little but that I still needed to use it to workout. He then stated that he could not hear me. I repeated myself louder and even made a little bit gesture with my fingers to show I could only turn it down a little bit more. He repeated that he couldn't hear me. I repeated myself a third time and he just stared at me. I turned around, adjusted my volume lower, tested it, and began to resume utilizing the pool. He left, and later returned with the desk staff. The desk staff asked me to stop playing music or maybe come back later. I explained that I am an aqua zumba instructor using the pool, and I still had some working out to do. I had been alone, in the pool first and even offered, then proceeded to lower the music volume. The staff said to me that he was attempting to make everyone happy. I said I was attempting to finish my workout and share the space, as I had done earlier. The staff then finally asked the man if he would be able to come back later. He refused, saying he had stuff to do later. Full story attached. I was harassed and would like my money back for this and another stay. Apology too
Business Response
Date: 06/01/2025

To:**********************

Sun 6/1/2025 1:36 PM

Hello Jerissa,

I hope this message finds you well.

My name is *****, and I am writing from the **************** at Hilton in response to your Better Business Bureau case regarding your recent stay at the Hampton Inn *********************** Area. I attempted to reach you by phone earlier today but was unable to leave a voicemail. If you would like to discuss this matter further, please feel free to contact me directly or reply to this email at your convenience.

Please know that we take your concerns seriously. I reached out to the hotel by phone, but unfortunately, no member of management was available at the time. I have since emailed ********, the General Manager, and ******* the ************ Manager, to request a full review of your experience. You can expect to hear back from me within 48 hours with an update. We truly appreciate your patience and understanding as we work to address your concerns.

Thank you for your loyalty as a Hilton Honors Gold Member and for taking the time to share your experience with our Executive Team. We hope to have the opportunity to welcome you back to one of our ***** Hilton-branded hotels for a more positive and enjoyable stay.

Best Regards,

***** *.
Executive Ambassador
Business Response
Date: 06/04/2025

To:**********************

Wed 6/4/2025 9:34 AM

Hello Jerissa,

Thank you for your patience as we provide a thorough review of your stay at the Hampton Inn *********************** Area.

Hilton takes any accusation of discrimination or intolerance seriously. We are committed to providing a respectful, diverse and inclusive culture while creating a safe and welcoming place for all guests and visitors of our hotels.??After reviewing the details and facts surrounding your experience and connecting with the on-site management team, we are unable to attribute the Hotel's actions to any discriminatory motivation.

As part of this review, the **************** team carefully examined video footage, spoke with the team members involved, and gathered input from both you and the other guest present. The Hotels goal is always to ensure a comfortable and respectful environment for all guests. While we appreciate your effort to lower the music volume, it did not meet the Hotel's request. You were therefore asked to either discontinue the music and remain poolside, or return at a more suitable time. Additionally, when the Front Desk Team Member approached to assist in resolving the matter, it was noted that you turned away, which made it more difficult to de-escalate the situation.

Regarding your request for reconsideration of your Go Hilton benefits, these reviews are managed by their respective department and we are unable to intervene in those determinations.

We appreciate your cooperation during the review process. Thank you for sharing your experience with us to allow us to address your concerns directly

Best Regards,

***** *.
Executive Ambassador
Initial Complaint
Date:05/31/2025
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.
Upon check in, the tv in the room wasnt working. When we called the front desk for help, ****** informed us the maintenance tech went home for the day and there was no other room to switch us to. Very unacceptable. When we called the ****************************************************************************************** property.
Business Response
Date: 05/31/2025
From: Executive Escalations -
Sent: Saturday, May 31, 2025 3:57 PM
To:
Subject: RE: Executive Customer Relations/****************************************************** ID #********/************/******************************************* Summerville

Hello ****,
Thank you for your patience as we reviewed your concerns with the Hotel Leadership Team.
Im pleased to share an update from the team. They have confirmed that the front desk staff spoke with both you and ****** in person earlier this afternoon. As a resolution, they have applied a discount to your room rate for the entire duration of your stay and have relocated you to another room.

****, please be assured that your valuable feedback will be utilized to enhance our quality standards.

We appreciate your loyalty to Hilton, and look forward to welcoming you back and ensuring that your future stays with us are nothing short of exceptional.
Sincerely,

****** *.
Executive Ambassador

Executive Customer Relations

Customer Answer
Date: 05/31/2025
[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:05/30/2025
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.
My daughter and I were traveling across country and made reservations to stop for the night at the Hampton Inn in ********** I-10, **********, ******** on May 2. The reservations were made through Delta Stays. When we got to the hotel, there were several homeless people roaming around the hotel and there were signs not to leave any valuables in the car. Since my daughter was moving, the car was packed and it was not realistic to empty it for the night so we decided not to stay. Before leaving the property, I went into the hotel to explain why we weren't staying and requested a refund. The manager refused. My wife then called Delta. They called the hotel on our behalf but the manager still refused to issue a refund. My wife sent a letter (uploaded below) to Hilton via their website on 5/3. This was their reply: We received your inquiry and have forwarded it to the hotel?'s management team for review. You should hear back from the hotel within the next 3 days.Thanks for choosing Hilton.Warmest regards,Corporate Guest Relations Specialist Hilton Reservations and ************* To date, I still have not heard back from the hotel or Hilton headquarters.
Business Response
Date: 05/30/2025
The guest has been advised that, as the reservation was made through a third party (Expedia), In accordance with policy, any refund requests must be submitted directly through the Expedia platform.
Customer Answer
Date: 05/30/2025
[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: 23396322

I am rejecting this response because: I sent them a copy of the e-mail showing the reservation was made through Delta and nowhere on the e-mail is there any reference to Expedia. My wife also called Delta and at no time during that conversation was I referred to Expedia for a resolution.

Regards,

******* ******

Customer Answer
Date: 05/31/2025
Hilton is saying the reservation was booked through ******* though I provided a screenshot showing it was through *****. In addition, the charge already showed up on my credit card statement and was listed as Hampton Inn.
Business Response
Date: 06/02/2025
Hi ****,

Thank you for your email. As the General Manager, Hampton Inn & Suites Las Cruces I-10 stated this is an Expedia reservation made through *****. Please reach out to Delta or Expedia because your reservation was booked with Delta using their hotel booking platform Expedia. I left you a voice message at 9:27 AM CST, you can call me.

We thank you for your patience and your understanding. We hope this does not deter you from staying with our Brand in the future.

Best Regards,
**** M
Case #*********

Business Response
Date: 06/03/2025
Hi ****,
Thank you for your patience while we revisited and reviewed this matter.

As a one-time exception to Hilton's policy regarding third-party reservations, which is applied consistently across our Brand, we are pleased to provide you with a refund of $170.97.

We appreciate your loyalty as a Hilton Honors Blue member and hope that this experience will not deter you from staying with Hilton in the future.

regards
**** M
Case # *********
Customer Answer
Date: 06/04/2025
[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 was advised that the refund would be issued via check and to allow 30 days for processing and mailing.

Regards,

******* ******
Initial Complaint
Date:05/29/2025
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 booked at the Hampton Inn Mahwah, ** on 5/19/25. At check-in I was informed that an extra fee would be added due to my early arrival. Since I arrived with a small child I paid the fee. Upon further inspection I found the lamps and the refrigerator were not working. I went to the front desk to change the room and I noticed the staff a little upset when I requested the change. I was with a small child and I needed a refrigerator for his food. I asked if a single room was available. The share door was scaring my little one thinking that someone will come through there. I was told the only room available also had a connecting door. Considering the animosity and lack of rooms I tried to cancel but I was told cancellations were not allowed once you check in. The hotel looked empty and I asked why the limited options and extra fees. I was told since I booked through *******, there were tiers thus the lack of options. I was shocked I did not know that if I book through Expedia I would receive the worst rooms. Since I was unable to cancel I took the only room offered. The room was not well cleaned and the screws on the main door locks were so loose that I could remove them with my fingers. Little did we know the nightmare was about to start when we decided to use the indoor pool. The ratio of chlorine applied to the pool was so excessive or the type inadequate producing skin lesions on all of us including my 5 year old which suffered red burn spots. We all sustained full body redness, itching and hair damage as a result. We used *** products to help with the symptoms however a week later we have not improved and will need further medical attention. Before check out I heard the staff complaining about a visit from corporate. I suspect due to this rush they probably applied an excessive amount of chlorine or the wrong type to the pool that caused lesions on all of us. I am looking to get a full refund and someone from corporate to contact me.
Business Response
Date: 05/30/2025
On 5/28 I sent the following email to the guest in reponse to BBB # #********
Hi ******

Thank you for taking the time to share your feedback. We apologize that your experience did not meet your expectations and appreciate the opportunity to address your concerns.

We understand that traveling with a child requires extra care and attention, and our General Manager, ****, has thoroughly reviewed your concerns. Based on their response, we wanted to reiterate the following:
Pool As required by New Jersey state law, our pool is tested every two hours by our in-house certified staff and once a week by a licensed third-party pool operator.
Room Change Your request was accommodated as quickly as possible based on availability at the time.

In the spirit of hospitality and goodwill, I am pleased to offer you one (1) Be My Guest Certificate, valid for any Hampton Inn of your choice for up to one year from the date of issue. Kindly provide a mailing address so we can arrange for its processing and mailing.
We truly appreciate your loyalty to Hilton and value your feedback. We hope this experience does not deter you from staying with us in the future, and we look forward to welcoming you again.

Sincerely,

**** M
Case 241090812

Customer Answer
Date: 05/31/2025
[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: 23394597

I am rejecting this response because: After seeking medical attention the diagnosis was chemical burns due to excessive amount of chlorine in the water on my 5 year old. Thus this lack of proper maintenance on Hilton's property caused skin burns, hair damage, loss of bodily hair along with the discoloration on clothes and towels. As previously explained I hardly doubt Hiltons check the chlorine levels as indicated by law considering of the poor conditions of the property at the moment of our stay and lack of supplies manifested by its own staff. I am looking for a full refund since this will hardly cover the medical costs associated and not a pass for free night. If you do not have the authorization to offer that please place me in contact with someone who does. It is my understanding that Hilton's policy offers 100% guarantee or money back for any customer dissatisfaction. I am expecting at least Hilton honor this policy.

Regards,

****** *****

Business Response
Date: 06/03/2025
Hi ******,
I received your Better Business Bureau complaint addressed to the **************** of Hilton regarding your stay at Hampton Inn & Suites Mahwah.

You stated that you rejected our response for the following reasons:

(Due to privacy policy, I did not include the diagnosis on this email)

I have contacted the General Manager who responded to you previously. However due to your claim and the medical diagnosis, the matter will be forwarded to their insurance provider, who will follow up with you.

As Hilton, we will maintain communication with the hotel; however, we are unable to interfere with the policies and procedures implemented by the hotel's senior management in handling such matters.

Best Regards,

**** M
Case # *********
Business Response
Date: 06/03/2025
Hi ******,
I received your Better Business Bureau complaint addressed to the **************** of Hilton regarding your stay at Hampton Inn & Suites Mahwah.

You stated that you rejected our response for the following reasons:

(Due to privacy policy, I did not include the diagnosis on this email)

I have contacted the General Manager who responded to you previously. However due to your claim and the medical diagnosis, the matter will be forwarded to their insurance provider, who will follow up with you.

As Hilton, we will maintain communication with the hotel; however, we are unable to interfere with the policies and procedures implemented by the hotel's senior management in handling such matters.

Best Regards,

**** M
Case # *********
Business Response
Date: 06/03/2025
Hi ******,
I received your Better Business Bureau complaint addressed to the **************** of Hilton regarding your stay at Hampton Inn & Suites Mahwah.

You stated that you rejected our response for the following reasons:

(Due to privacy policy, I did not include the diagnosis on this email)

I have contacted the General Manager who responded to you previously. However due to your claim and the medical diagnosis, the matter will be forwarded to their insurance provider, who will follow up with you.

As Hilton, we will maintain communication with the hotel; however, we are unable to interfere with the policies and procedures implemented by the hotel's senior management in handling such matters.

Best Regards,

**** M
Case # *********
Customer Answer
Date: 06/13/2025
[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: 23394597

I am rejecting this response because: Ms. ****** I received this same response from you more than a week ago. To date no one has ever contacted me as you indicated in the email you sent. Also going forward please keep the communication through BBB I do not appreciated direct emails from you since they differed from what you later answer to the bureau. I requested to you multiple times that I would like to speak with someone other than you and you keep refusing to transfer me or escalate this matter. You neither addressed my concerns nor have the authority to provide any solution.

Regards,

****** *****
Initial Complaint
Date:05/29/2025
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.
My husband, **** ***** and I checked into the Hampton Inn, **********************************, on April 25, 2025 departed on April *******. Confirmation # **********- Checked on April 24, 2025, we had to change our room three times. The sofas of the first two rooms were badly stained. The air conditioner in the third room was very loud, with a constant banging noise. We accepted the last room assigned to us even though the sofa was not to our liking but better than the other rooms. On April ******* we left for an event, upon returning to our room that even, to our disappointment, our room had not been cleaned, the bed was not made, bathroom not cleaned, garbage not emptied, towels on the bathroom floor etc. I called the front desk and spoke to the supervisor about our concerns. She advised that rooms are not cleaned for one or two nights stay. I was not aware of their policy. She informed us that this information is on their website. I explained that I did not make my reservations online, I called this location and made reservations and this information was not given to me, nor was it provided upon checking in. If we were given this information we would not have stated here. She did send someone to the room with clean towels, however left the dirty towers on the floor and left the room. I was advised there was no manager on site and was given the names and phone numbers of ****** ****** and ***** ********. On May 5th, I called and was given the same information. I asked how to escalate this matter, and was given guest assistance at ************, where I spoke with *****, she took my information and assigned case # *********, I was told someone would call me within 48 to 72 hours. I gave my name, ****** ***** cell ************, house #************. Todate we have not received any contact from Hilton/Hampton Inn Suites regarding this complaint. We are requesting a return of $203.97, for May 26th, one night for non cleaning of our room.Thank you,****** *****
Business Response
Date: 05/30/2025
From: Executive Escalations
Sent: Friday, May 30, 2025 2:14 PM
To:
Subject: Executive Customer Relations/****************************************************** ID #********/GA- 239188617

Hello ******,

I received your email from the Better Business Bureau to the **************** of Hilton regarding your stay at Hampton Inn & Suites *****************

Thank you for taking the time to speak with me earlier today and for sharing your valuable feedback. We sincerely regret the inconvenience you experienced during your stay. As mentioned, I have reached out to the Hotel Leadership Team to address your concerns, and I am pleased to inform you that they will refund one nights room rate plus taxes. Please allow up to seven business days for the refund to be processed and reflected in your account.

******, guest feedback is incredibly valuable to us, as it allows us to continually enhance our service and uphold the highest standards of hospitality. Please rest assured that your concerns will be carefully considered as we work to improve our quality and guest experience.

We appreciate your loyalty to Hilton as an Honors Blue member and look forward to welcoming you back and ensuring that your future stays with us are nothing short of exceptional.

Sincerely,

****** *.
Executive Ambassador

Customer Answer
Date: 06/08/2025
[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:05/29/2025
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 recently stayed at the Hampton Inn *************** while on a work trip. I am a non-smoker and was in the room only to sleep from 10 PM to 10 AM. After checkout, my employer was charged a $400 smoking fee completely false.From the moment I arrived, I noticed red flags. The front desk agent was doing her hair in the back room, and the smell of a hot curling iron filled the lobby. She never asked for ID or for a credit card for incidentals a major issue, as I was traveling for work and the charge defaulted to my employers Hilton Honors account. I now suspect that this may have been intentional, as charging the primary Honors member (my employer) may have made it easier to push through the fee without immediate dispute.Throughout the lobby and entry doors were handwritten $400 fine signs taped over the standard no-smoking notices unprofessional and suspicious. When I got to my room, the toilet wouldnt flush. I called the front desk multiple times before someone finally answered. Fifteen minutes later, the same front desk agent brought me a plunger wrapped in a trash bag no maintenance, no room switch, no follow-up.The room was poorly maintained the worst Hampton Inn Ive stayed at (and Ive stayed at many for work). After seeing the charge, I looked online and found many reviews from other guests at this property reporting the exact same $400 fee despite being non-smokers.The hotel claims to use air quality monitors, but Ive requested the make, model, and calibration records from Hilton with no response yet. I believe this is part of a pattern of false charges used to generate revenue.I request a full refund of the $400 smoking fee and that this property be investigated for compliance with Hilton policies and fair business practices.
Business Response
Date: 05/30/2025
Good afternoon,
Ms. ***** ****** was an additional Guest on a room that was registered under **** *******. She was extremely upset about the smoke/vape charge which is 100% automatically detected in rooms and this device runs 24/7 on each guest room, connected to their own Wi-Fi and create alerts on the application at our computers. I believe this was the upsetting trigger point, that caused her to leave bad reviews, instead contacting one of us, otherwise we never ever have any escalated issues like this on my past career.
I attached the smoke report for your reference above. During their stay on 05.21.2025, we did not receive any complaint or a request for manager to discuss or request for an adjustment etc. We suddenly find out a review on ****** and exactly same review on Yelp and finally very same on BBB back-to-back. I understand that she was upset about it and of course she starts adding on more points on her complaints many other things that we are not going to argue about them. We as Hampton, every one of our loyal members and guests know that we have "100% guarantee Policy"; and the plaque at the desk, which I assume she was never noticed but only the smoking signs for some reason. (Picture attached). I also attached the picture of our sign and the letter at the desk for our smoking policy for your reference. We are always here to assist if there is anything we can do to make it right, as the guest loyalty is our number one goal to continue on our business. I will reply to her email directly today to communicate on a positive way and see what we can do to make her happy and we follow our procedures in order to make this guest 100% satisfied and happy.
In the meantime, if there is anything else we should do, please don't hesitate to contact me at our convenience.
Kind regards
***** *****, GM
********************************************
*************

Business Response
Date: 06/02/2025
Hi *****,

We are pleased to inform you that the General Manager has reviewed your concern and removed the smoking fee. We appreciate your feedback, as it helps us improve our service and guest experience.

Thank you for reaching out, and we hope to welcome you again soon.

Best Regards
**** M
Case # *********
Customer Answer
Date: 06/04/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory.

Regards,

***** ******
Initial Complaint
Date:05/29/2025
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.
As a Guest at Hilton DoubleTree ******** May 24th - May 28th 2025. I ordered room service from the hotel restaurant. Once delivered to my room 1010 the meal was attempted to consume. As I bite into the Hamburger I immediately spit the burger meat out my mouth. I ground beef has a foul oder by smell and taste. As my wife bite into it she stayed that the lettuce smelled like vomit. I immediately went to food service to complain and they simply did not care and asked if I wanted another meal. I stayed why , I asked don't you think you need to go inspect your Ground beef as that burger is spoiled and smell taste like vomit. He simply ignore that and didn't care. I went to the front desk to speak with a manager and of course management didn't care either and called security to the desk to monitor my upset state as if I was a criminal. I asked the front desk to report the incident and I would check on the morning for a case number. The manager didn't do Anything and refused to come speak with me he pretended to be busy and kept sending a worker to deliver his pointless excuses for my reporting the incident. I contacted the Saint Louis health department to report this incident and asked them to go and inspect the facility. I then opened a case with Hilton. Hilton Guest Assistance || Case #********* It appears that this case isn't moving forward as I'm only getting canned automate responses from Hilton. So this is a formal complaint regarding my incident.This experience has not only compromised my trust in Hilton but also raised serious concerns about food safety standards and customer care at your property. I expect a thorough investigation of this matter and appropriate action to be taken.Please confirm receipt of this complaint and inform me of the steps you will take to address this issue. I am seeking a formal apology, assurance of increased food safety measures, and appropriate compensation for the distress caused.
Business Response
Date: 05/29/2025
Sent: Thursday, May 29, 2025 4:59 PM

Hello ******,
Thank you for your kindness during our call today.
We sincerely apologize for the lack of response from our management team and for the concerns you experienced with your room service food. Providing exceptional experiences for our guests is our top priority, and we deeply regret that we fell short in this instance.
We will be contacting the relevant team to discuss your concerns. Please allow us 72 hours while this is being completed. If you have further questions or concerns, please contact me directly at the phone number listed below or respond to this email.
We truly appreciate the opportunity to assist you and deeply value your loyalty to Hilton. We look forward to welcoming you again and providing the outstanding stay experience you deserve.
Best regards,
Customer Answer
Date: 06/09/2025
This issue was never by Hilton which is a disgrace. I'm still waiting to hear back from the health department.
Business Response
Date: 06/11/2025
Hello ******,
We hope this email finds you well.
We understand the General Manager ****** spoke to you on June 1, 2025. Unfortunately, Hilton does is not able to speak or respond for the ******************
We are grateful for the opportunity to assist you and deeply value your loyalty to Hilton. We hope to welcome you again in the future and provide you with the exceptional stay experience you deserve.
Customer Answer
Date: 06/13/2025
[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: 23391943

I am rejecting this response because:

Regards,

****** ******* *******
Initial Complaint
Date:05/29/2025
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 stayed a the ************* (a Hilton property) in March 2025. Upon check-in, I requested via Hilton's chat feature that parking be added to my room bill. ****, the front desk manager, confirmed it would be done immediately.Despite the assurance, a month later I received two separate bills from the hotel's third-party parking company totaling $128.25, far above the posted $32 daily rate. After contacting the parking garage directly, they explained that the overcharge was due to the hotel never properly applying the parking charges to my room. The extra costs were added because the garage assumed I had not paid. I have documentation showing this error, and I am requesting a refund $64.28, which reflects the excessive fees charged beyond the advertised rate. I have attempted to resolve this matter through Hilton and the hotel on multiple occasions; - I submitted two formal cases through Hilton support: -Case #********** -Case #********* -I contacted Hilton customer service three times via phone and chat. On one call, I was placed on hold while they tried to connect me to the hotel, but the call was abandoned.-I also contacted the ************* directly three times, and as of May 28, no one has followed up. Although Hilton advised that the hotel should contact me directly.This lack of communication and accountability is acceptable, especially given that this was caused by the hotel's failure to apply the parking correctly. I am requesting that Hilton/************* refund the $64.28 in excess charges and formally acknowledge this error to prevent it from recurring for future guests. ****** comments indicate that other hot el guests are experiencing same issues as well. Desired Resolution: Refund of $64.28 for improper parking charges and written confirmation
Business Response
Date: 05/29/2025

Hello ********,

My name is *****, and Im with the Hilton Executive Customer Relations Team. I recently attempted to reach you by phone, but unfortunately, I could not leave a voicemail.

I want to personally apologize for the experience you had during your stay at The Chifley Houston. We truly value our guests, and I regret that your visit did not meet expectations.

Im pleased to inform you that the hotel has confirmed that Metropolis, the third-party company managing parking, has been contacted to process a refund for you. We appreciate

your patience as this is being handled, and we truly value your loyalty to Hilton.

If theres anything else I can assist with, please dont hesitate to reach out. Thank you again for choosing Hilton. We look forward to welcoming you back for a much better

experience in the future.

Best Regards,

***** *.
Executive Ambassador
GA Case 239042852

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