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

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  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:06/28/2025

  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.

  Missing points , hanging up on multiple phone calls , refunds never sent as promised. Scammers

  Business Response

  Date: 07/01/2025

  Hi *****, 
  I hope my email finds you well. 
  I greatly appreciate you taking time out of your day to speak with me. It was a pleasure talking with you, though I wish it had been under better circumstances.  
  I'm glad to hear that our team was able to assist you with the concerns you experienced at the Hampton Inn Mulvane. We truly appreciate your continued patience as our Loyalty team follows up with you regarding the Lyft and Hilton Honors points issue.
  Thank you for letting us know that the Hampton Gallup has not contacted you since you reached out to our Guest Assistance team on February 11. While our office is unable to intervene in matters related to safety and security, we recognize that a significant amount of time has passed without the resolution that was offered to you. In light of this, we have initiated the refund process. 
  A (redacted refund info) than August 30th.
  Additionally, in light of the many calls you placed to our Guest Assistance team in an effort to resolve this matter, and in recognition of your Diamond and Hilton Business status, I have (redacted)
  We understand these gesture cannot change your experience, but your loyalty is invaluable. We hope our actions show our commitment to restoring your faith in Hilton. 
  Your valuable feedback has been share with the appropriate teams to explore opportunities for improvement. Honest input from our guests plays a crucial role in helping us enhance our services.
  Thank you for taking the time to contact Hilton Executive team. We appreciate your feedback and loyalty as a Hilton Honors Diamond member. We hope to welcome you back to any of our Hilton Branded hotels world wide for a better experience. 
  
  Best Regards,
  ******
  Executive Ambassador
  
  
  

• Initial Complaint

  Date:06/27/2025

  Type:Billing 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 made a reservation at the Hampton Inn, *************, **, booked through the ***** ****** portal, totaling $600.81, paid with my ***** credit card. The reservation was for a room with one king bed from June 15th to June 18th, 2025 (reservation confirmation attached). During check-in, I was asked to provide a credit card for incidentals, with assurances that the hold would be temporary and subsequently dropped. Hence, I provided my ************************ credit card and was immediately charged two separate amounts of $25 and $454.95. Upon inquiry at the hotel front desk, the team member bluntly stated that Hilton does not receive funds from third-party travel sites such as Expedia, and therefore, the $454.95 charge was applied to my credit card. This situation is concerning, as it appears I was charged twice for the same stay. Despite assurances that these were temporary charges, the $454.95 charge has posted to my ************************ credit card (the statement is attached for your review). This is absolutely disappointing and frustrating, and I regret making the choice of staying at this property. I would like a full compensation from the hotel, for the inconvenience and distress caused, not to mention the time I have to invest in disputing these matters.

  Business Response

  Date: 06/28/2025

  Hello ******,
  Thank you again for taking the time to speak with me earlier. I truly appreciate you making yourself available, especially over the weekend, and I apologize for any inconvenience my call may have caused.
  As we discussed, Im reaching out regarding the Better Business Bureau complaint you submitted concerning your recent stay at the Hampton Inn *************. I want to sincerely apologize for the inconvenience you experienced due to the duplicate charges. This is certainly not the level of service we strive to provide, and I regret that we did not meet your expectations in this instance.
  To address your concern, Ive opened case number 24427721 on your behalf. I also contacted the hotel directly and spoke with *****, the Assistant General Manager. After reviewing your account, she confirmed the duplicate charge and has processed a refund to your **************** card ending in 1002. Please allow 57 business days for the credit to appear on your statement.
  Again, I apologize for the inconvenience this has caused. Im glad we were able to resolve the matter, and we truly value your loyalty. We hope to welcome you again in the future, where we can provide the high standard of service and hospitality that you rightfully expect and deserve.
  Best Regards,
  
  ******* M *******
  Executive Ambassador
  **************
  Wednesday-Saturday, 7:00AM-6:00PM Central
  244202462-24427721
  

• Initial Complaint

  Date:06/27/2025

  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.

  First the location is great there are a lot of attractions that are within 20 minutes. There are also stores and restaurants near by. The hotel looks good when you enter. When we got to the room we first noticed only 3 towels for 6 guests and a toilet paper roll with hardly anything on it. We went down and got the items needed. Went to take showers and the soap and shampoo/conditioners were empty. So we were just going to go buy some at ******. We opened the couch bed and it was disgusting. The mattress protector was torn and there were black marks all over it. The mattress was so thin that you were literally sleeping on the springs. Overnight the toilet had been leaking from the hose and the bathroom was flooded. All the towels that we just went to get the day before are now all gone. Maintenance did come to fix that. We we returned back from our outing the A/C was not cooling. We turned it down again and it came on. In the middle of the night it went back up, like it was on a timer but there was not a timer on the thermostat. I did let management know all of my concerns. The room was also not cleaned properly. My grandchild got a piece of glass from a beer bottle in his foot (we never had any kind of glass bottles). That was bad but what made it worse is that we went to the front desk for a first aid kit and were told that there was not one. The next morning when I told the manager she said there was one. The staff have not been trained. After I complained about all of these things her solutions was to move us to another hotel. Why should I have to spend a day of my vacation to change hotels? I have 6 people and a lot of luggage. This was a celebration vacation and graduation and it was ruined by this hotel and management. The "continental breakfast" I hope you like pork because that is all they had. There were days when the food not even the oatmeal were warn. No options for kids. There only compensation was 1 nights stay in points. What about the other days?

  Business Response

  Date: 07/02/2025

  Hi *****,
  I hope my email finds you well. I am glad to hear the hotel has reached out to you. We understand your frustration and apologize for your continued disappointment. 
  Thank you again for sharing your concerns. As previously communicated, our office is unable to intervene further, as all safety and security matters are handled directly at the hotel level.
  Please note that bringing any service concerns to the hotels attention while still on property gives their team the best opportunity to respond promptly and effectively. We also want to reassure you that if a guest is dissatisfied with their experience, they are never expected to continue their stay under uncomfortable circumstances.
  Additionally, the hotel has addressed the concerns you raised in their most recent correspondence. They have also shared with our office a summary of your interactions with their team during your stay, along with the steps taken to respond to your concerns. This information will be included in the update to your Better Business Bureau review.
  After careful consideration of the details of this case and previous correspondence with our team, we understand their offer to be an appropriate and fair resolution to your concerns. While we fully understand your disappointment, we would not be able to intervene in this decision or offer any further gestures.
  Thank you for taking the time to contact Hilton Executive team. We appreciate your feedback and loyalty as a Hilton Honors Blue member. We hope to welcome you back to any of our Hilton Branded hotels world wide for a better experience. 
  Best Regards,
  
  ******
  Executive Ambassador

  ----------------------------------------------------------- Email sent to guest from hotel management--------------------------------------------------------------

  From: Homewood Amherst
  Sent: Sunday, June 29, 2025 10:48 AM
  To: (redacted)
  Subject: Your Recent Stay- Homewood Suites Buffalo/Amherst
  
  Dear *****,
  

  I first want to thank you for providing us with feedback on your stay. The best way for us to improve is to receive honest reviews from our customers. We have looked into the complaints you made and I would like to address them directly with you.
  
  First you mentioned the amenities not being fully stocked in your room. All of our suites are supplied with 2 rolls of toilet paper, 6 towels and full-size bottles of shampoo/conditioner/shower gel. Our housekeeping staff attempted to resupply and clean your room, but you refused service on multiple occasions. We did provide all additional supplies that were requested in a timely manor, including additional towels, toilet paper and bath products.
  
  I would like to apologize for the mattress protector on the sofa bed being ripped. This should have been caught before you checked in. I do wish this would have been mentioned to our staff while you were still staying with us so we could provide a brand new one.
  
  In regard to the A/C, Hilton has moved to an energy conserving system. The thermostat has a motion sensor that detects when people are in the room. When there is no motion, the system turns off to conserve the energy. This can mean that it will take some time to cool back off when you reenter the room. We did offer to have our maintenance check to make sure everything was operational, but you did not accept the offer.
  
  Our breakfast follows Hilton standards for the Homewood Suites brand. Many of our warm options include pork, but we do have plenty of other options including eggs, bagels, muffins, cereal, fruit, yogurt, potatoes, croissants, and toast. We do not usually get comments saying there was nothing for the kids. What options did you feel were missing?
  
  In regard to the toilet, I would like to apologize that your family had to experience the leak. As soon as our maintenance was alerted, they went to the room to fix it, but they were turned away for several hours. Once they were allowed in the room, it was fixed within minutes.
  
  I hope your grandchild is doing okay after cutting their foot. We take our guest safety seriously and broken glass is not something our housekeeping staff would typically miss. Our front desk staff did provide you with supplies from our first aid kit and we offered to complete an incident report.
  
  We have previously refunded you 2 nights.  (redacted) We believe this is fair compensation for the issues you have experienced. Because our previous solutions did not meet your expectations, we have added an additional night of points to your Hilton Honors account  (redacted) . Please allow 72 hours for it to show up in your account.
  

  Again, I apologize our hotel did not live up to your expectations and I appreciate you taking the time to provide us with your feedback.
  
  Sincerely, 
  Front Desk- Homewood Suites by Hilton Buffalo-Amherst 
  

   

   

  Customer Answer

  Date: 07/07/2025

  [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: 23525396
  
  I am rejecting this response because:

  They have not done anything to resolve the issue. Offering points for 5 adults and 1 child in the amount of 2 days stay is not compensation. The fact that the room was not clean and they even state that it is a health and safety concern and there is nothing more than can do. I have asked for a refund.

  They also stated that they sent some voucher through email, and I informed them whatever they sent was not received. From the description they stated it was to stay at the hotel in ********** where we do not live. We were there on vacation, and it was ruined by the lack of care of the staff at this hotel and the failure to take care of one of their hotel members that has been a member for many years. We will never stay at this hotel again. I also see where they failed to include my response so I will copy it here.

  ***** ******
  
  ?Reply
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  ?Forward
  
  ?
  
  ?
  
  To:Executive Escalations - ****** *******
  
  Wed 7/2/2025 2:45 PM
  
  I received the same message from the hotel, and they added another ****** points. They are missing the point on how bad this experience was for my entire family. We went to this hotel because of my daughter's graduation and the proximity to *************. My daughter, who worked hard for her degree, wanted her entire family there to see her graduate. We chose a Hilton hotel because we hardly ever have any issues, and when we do, they take care of it immediately. I have never felt like I complained too much or was not wanted at a hotel. I have asked for a full refund. They can take the points back; we will never stay at this hotel again. Also, in the email sent, they placed the blame back on us.
  
  
  Thank you
  
  
  ***** ******
  

  
  

  Here is the one TO the hotel:

   

  ***** ******
  
  ?Reply
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  ?Forward
  
  ?
  
  ?
  
  To:Homewood Amherst
  
  Sun 6/29/2025 1:59 PM
  
  Only three towels and a quarter of toilet paper were on the roll. We never refused any service or access to the room service. Maintenance came while we were in the room, maybe 20 minutes after we reported it. I never said that they didn't come to the room. What was stated is that the leak should have been caught before we arrived. Also, all the towels we went to get the night before had to be used for the bathroom leak and were left in the bathroom until room service came. There should have been at least six towels, and all soap bottles should have been checked. We had to get the supplies, the toilet paper, and towels from the front desk on the first night.
  
  
  We brought the mattress protector to the front desk, and they sent housekeeping with another. It was the fact that we had to deal with that again on our first night. One of the reasons people choose hotels over ****** is because of the service. We were doing all of the work. 
  
  
  For the A/C, you could have informed us that this was the case, that they automatically shut off with no activity. 
  
  
  The breakfast was never warm. There should have been additional options for protein. There are more breakfast meats than pork. The oatmeal was cold. Most kids would like options on cereal not corn flakes, cherries. Something that has color. There were also no options for milk. 1%,2%, whole. The offered toast was like sourdough; my grandson said it was gross. That would have been fine for an adult or older child. The bagels were plain. People, especially the kids, should be excited to come down and have breakfast. 
  
  
  The glass in the foot is just another point that the room was not adequately taken care of before we occupied the room. Then, the staff didn't know that the hotel had a first aid kit. This made a stressful situation worse, only to find out the next day from the manager that there was one. This shows there is a lack of training.
  
  
  As a group of 5 adults, points are not compensation for the hotel's not doing their jobs before arrival. Saying that we refused service is also not going to work as we were in the room when maintenance was in the room and the room service attendant came by and asked when we were going o be out for the day at 10:00 am and she was told at 11 and she said that she would be back then. We did not refuse, she just came back when there were not six people in the room. The certificate that you speak of has not been received and what good would it do me for a hotel in ******** when I do not plan to ever return to this hotel because of the treatment that my family received while we were there to celebrate my daughter graduating college and our first trip to ********. We want a refund. 
  
  
  When a family comes to a hotel, they are usually there on vacation, or something is wrong with their living arrangements. They come to a hotel to relax, knowing everything (towels, soap, toilet paper) is provided. They don't want to stop and go to the store to purchase items or go down or call the front desk for service. If the hotel offers a breakfast included with the stay, it should have all options. There should be color and options. This should have been a nice vacation for my family and me, and it was not. Offering us 2 nights in points is not sufficient. We want a refund not points.
  
  
  Thank you,
  
  
  
  
  ***** ******
  
  ?
  

  This is FROM the hotel:

  
  From: Homewood Amherst <***********************************************>
  Sent: Sunday, June 29, 2025 9:48 AM
  To: ************************************** <***********************************************>
  Subject: Your Recent Stay- Homewood Suites *******/*******
  
  Dear *****,
  
  
  I first want to thank you for providing us with feedback on your stay. The best way for us to improve is to receive honest reviews from our customers. We have looked into the complaints you made and I would like to address them directly with you.
  
  
  First you mentioned the amenities not being fully stocked in your room. All of our suites are supplied with 2 rolls of toilet paper, 6 towels and full-size bottles of shampoo/conditioner/shower gel. Our housekeeping staff attempted to resupply and clean your room, but you refused service on multiple occasions. We did provide all additional supplies that were requested in a timely manor, including additional towels, toilet paper and bath products.
  
  
  I would like to apologize for the mattress protector on the sofa bed being ripped. This should have been caught before you checked in. I do wish this would have been mentioned to our staff while you were still staying with us so we could provide a brand new one.
  
  
  In regard to the A/C, Hilton has moved to an energy conserving system. The thermostat has a motion sensor that detects when people are in the room. When there is no motion, the system turns off to conserve the energy. This can mean that it will take some time to cool back off when you reenter the room. We did offer to have our maintenance check to make sure everything was operational, but you did not accept the offer.
  
  
  Our breakfast follows Hilton standards for the Homewood Suites brand. Many of our warm options include pork, but we do have plenty of other options including eggs, bagels, muffins, cereal, fruit, yogurt, potatoes, croissants, and toast. We do not usually get comments saying there was nothing for the kids. What options did you feel were missing?
  
  
  In regard to the toilet, I would like to apologize that your family had to experience the leak. As soon as our maintenance was alerted, they went to the room to fix it, but they were turned away for several hours. Once they were allowed in the room, it was fixed within minutes.
  
  
  I hope your grandchild is doing okay after cutting their foot. We take our guest safety seriously and broken glass is not something our housekeeping staff would typically miss. Our front desk staff did provide you with supplies from our first aid kit and we offered to complete an incident report.
  
  
  We have previously refunded you 2 nights. One via Hilton Honors points, and the other via Be My Guest Certificate. We believe this is fair compensation for the issues you have experienced. Because our previous solutions did not meet your expectations, we have added an additional night of points to your Hilton Honors account (******). Please allow 72 hours for it to show up in your account.
  
  
  Again, I apologize our hotel did not live up to your expectations and I appreciate you taking the time to provide us with your feedback.
  
  
  
  Sincerely, 
  Front Desk- Homewood Suites by Hilton *************************************************************************** ************ | Fax: ************
  *************************************************************************************************************************************
  
  
  
  
  
  This email and any attachments are intended only for the use of the addressee, and may contain information that is privileged or confidential. If you are not the intended addressee, or the person responsible to deliver this communication to the intended addressee, you are hereby notified that any use, dissemination, distribution or copying of this communication is prohibited. If you have received this communication in error, please immediately notify the sender and destroy this communication, including any attachments hereto or links contained herein.
  
  Although we have taken reasonable precautions to ensure no viruses or malware content are present in this email, we cannot accept responsibility for any loss or damage arising from the use of this email or attached files
  

   

  They have not resolved anything. If I would have paid with points that would make sense, but we paid with money. 

   

  Regards,
  
  ***** ******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 07/09/2025

  Hi *****, 
  Thank you for taking time out of your day to speak with me over the phone. 
  I'd like to reiterate our deepest apologies that our office and the hotel can not honor your request for a monetary refund. As previously communicated, matters involving safety and security are handled directly at the hotel level and our office cannot intervene further. Should you need additional assistance in this matter please feel free to reach the General Manager ******  (redacted) or Assistant General Manager ******  (redacted)
  As the Guest Assistance team did not provide you with the appropriate guidance regarding the  (redacted) certificate and the process was not initiated, we have added  (redacted) Hilton Honors points to your account as a gesture of goodwill for the inconvenience caused.
  It is understood that the (redacted) certificate is not a suitable option for you. As an alternative, the hotel has added  (redacted) Hilton Honors points to your account. To summarize, a total of  (redacted) points have been deposited into your Hilton Honors account throughout the course of your Guest Assistance file.
  We understand this gesture cannot change your experience, but rest assured we will work with this Hotel in an effort to improve our guest stays. We hope our actions show our commitment to restoring your faith in Hilton.
  Thank you for taking the time to contact Hilton Executive team. We greatly appreciate your valuable feedback. We hope you'll give us another chance on your future travels. Thank you for being a Blue Hilton Honors Member. 
  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: 23525396
  
  I am rejecting this response because:

   

  I understand the position of the corporate office not being able to get the indepently owned hotel to do what is right. 
  
  
  Regards,
  
  ***** ******
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:06/26/2025

  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 have been trying to merge two separate Hilton Honors accounts into one. I have attempted this 5 times. On 4/29/25 a representative stated that they were able to make the transfer successfully. It was not made. Then on 5/2/25 I was told it was told the accounts were combined successfully. They were not. Then on 5/14/25 a representative (******, a supervisor) helped us and sent me a confirmation...this too was a failed attempt. On 6/11/25 I went online and attempted to do this myself, based on the way ****** the supervisor had helped us...again, this was a failed attempt. The last time (6/13/25) I was on a live online chat with *****. I told him which account I wanted to keep, and he let me know he was successful, and it should be done in ***** hours. When I asked him for his employee ID, he stated not to worry, that I would be notified on my email. I messaged him again about the employee ID and the next thing I know, my message had been deleted and ***** was sending me a message asking if I was still there. Then ***** stated that since there was not response, the interaction would be closing. Meanwhile I am asking him his ID again and again...each time it was deleted.I have 10, 568 points in one account.I have ****** points in a different account through my **************** CC. I would like them combined.

  Business Response

  Date: 06/30/2025

  
  Hi ****,

  Were pleased to confirm that the account merge has been successfully completed.

  The previous account has been closed, and the Hilton Honors Points have been successfully transferred to your active account.
  

  Thank you for your patience during this process and for your continued loyalty as a Hilton Honors Silver Member.
  

  Wishing you a wonderful evening.
  

  Best regards,

  ***** *.

  Executive Ambassador

   

  
  

  Customer Answer

  Date: 07/01/2025

  [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:06/26/2025

  Type:Delivery 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.

  ************** Bed bugs

  Business Response

  Date: 07/01/2025

  Hello ******,

  Thank you for contacting us and for bringing your concerns to our attention through the Better Business Bureau (Complaint ID #*********. We understand how unsettling your experience must have been, and we appreciate the opportunity to address it.
  
  Following a thorough review of the situation, including an inspection conducted by ******* industry-leading pest control providerit was determined that the insect in question was most likely a sand flea rather than a bedbug. The General Manager, ********, has confirmed that she previously shared the Orkin report with you, and for your convenience, I have attached it again to this email. As noted in the report, there has been no prior presence of sand fleas or bedbugs at the property.
  
  While pests can occasionally be introduced inadvertently by guests, please rest assured that the Hilton Garden Inn Beaumont takes all pest-related concerns very seriously. Since the General Managers arrival in 2018, there have been no reported cases of bedbugs or sand fleas, thanks to the hotels rigorous preventative measures, including the use of mattress and pillow covers to maintain the highest standards of cleanliness and guest comfort.
  
  We understand that you were relocated to another room during your stay and that a refund for one nights room and tax was issued. We believe this to be a fair and appropriate resolution under the circumstances. After reviewing the matter in full, we are satisfied with the actions taken by the hotel team and now consider this matter closed.
  
  If you have any further questions or concerns, I am available Monday through Friday, 8:30 AM to 5:00 PM Central Time, and will respond to messages as promptly as possible.
  
  Thank you again for your feedback and understanding.

   

  Best regards,

  **** *.

  GA243533714/BBB23518770

  
  

• Initial Complaint

  Date:06/26/2025

  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 group reservation at Hilton ****************** and requested a refund in February 2025. As of June 2025, the refund has still not been issued. I have contacted Hilton representatives multiple times over the past four months, and each time I was assured that the refund was being processed. However, I have not received any refund or confirmation that it has been ************ bank has advised that I am now beyond the dispute window, leaving me unable to recover the funds through my credit card issuer. Hilton has failed to resolve this matter despite having full control over the transaction.I am seeking immediate resolution: the full refund issued to my original form of payment, and written confirmation that it has been processed.

  Business Response

  Date: 06/26/2025

  Sent: Thursday, June 26, 2025 6:07 PM
  
  
  Hello ******,  
  Thank you for your kindness during our call today.  
  We sincerely apologize that you have not received your deposit from your contracted family event. We have reviewed your correspondence with the **************** Team and are currently requesting that they update you immediately with the time and date of expectation of the deposit. Once we have received this confirmation, we will also make sure to update you. In the interim, if you would kindly send me a screenshot of the charge with the last 4 digits of the credit card that I may upload it to your case.  
  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. If you need any future assistance, please contact me directly.

  Business Response

  Date: 07/01/2025

  FROM THE ***** DIRECTLY

   

  Thank you for your email, and please accept my apologies for the delayed response.
  In this case, Ms. ******* had a group reservation that was cancelled within the free cancellation window. Ms. ****** had previously paid a deposit via payment link back in February. The group was originally confirmed by our colleagues from the Leisure Sales team.
  Once the cancellation was received, my colleague @***** Vazquez initiated the refund process on May 12th. Please note that since this is an international transaction, it may take between 30 to 90 days for the amount to be reflected.
  Ive copied my colleagues in case they have any additional details regarding the refund or the current status.
  Warm regards,
  ***** C

• Initial Complaint

  Date:06/26/2025

  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.

  Business Name: *********************************************** ********************** I-95 Address: ***************************************************************************************: Hilton Worldwide ***************************************************************************** Stay Dates: June 2022, 2025 Confirmation Numbers: ******** and ******** Check-In *************** Outage Despite a 3 PM check-in, none of our three rooms (I had requested two, yet was given three) were ready until after 4 PM.Staff admitted a systems crash the night before, likely causing reservation confusion.Poor Room Conditions & No Alternatives The assigned rooms smelled awful and were uninhabitable for our children.I requested another room, but was told the hotel was sold out. Cramped in one room because we could not use the other one.Improper No-Show Charge My sisters husband was charged for a no-show even though he did not reserve the room, and he was never informed at check-in or during the stay. Hilton said it was it because of the block policy, but he was informed at checkout all rooms were accounted for, and then denied me an extra room because they were "sold out". They even had signs on the door. He was never notified there was a no-show during the stay.Hiltons policy states each guest confirms their own roomthere is no provision shifting liability to someone else without notice or ********** Accountability or Escalation Guest Services told me they had the final authority and that upper management had already closed the case, but refused to provide any corporate contact information.Hilton Guest Assistance and hotel staff never offered a refund, credit, or even a proper contact for further escalation. The lack of communication would have allowed us to manage the no-show, they did not want to clean the room again.Requested Resolution:A full refund for the no-show charge against my sisters husband.A refund for the disrupted stay, including delays, poor room conditions, lack of alternatives, and travel inconvenience.

  Business Response

  Date: 07/01/2025

  
  Hi ******,

  I wanted to reach out with an update on your case and extend my sincerest apologies for the disappointment you experienced during your recent stay.
  

  Ive carefully reviewed the details, including the prior correspondence, and I understand how frustrating this situation must have been. Please note that group contracts are legally binding agreements, and unfortunately, our **************** is not able to intervene in these types of reservations.
  

  Regarding the reservations for your sister and the group coordinator, they will need to contact us directly so that we may assist them individually.
  

  That said, Im pleased to inform you that Ive credited Hilton Honors Points to your account as a gesture of goodwill for the concerns you shared regarding the cleanliness of your room. This is certainly not the level of service we aim to provide, and your feedback is invaluable in helping us improve.
  

  Thank you for your continued loyalty as a Hilton Honors Member. We truly appreciate your membership and look forward to welcoming you back soon for a seamless and enjoyable stay.

  Best Regards,

  ***** *.

  Executive Ambassador

  
  

  Customer Answer

  Date: 07/02/2025

  Complaint: 23521618

  Thank you for responding, but I must respectfully reject the resolution offered.
  
  The ****** Hilton Honors points you credited to my account (which equates to approximately $90 in redemption value) do not begin to cover the cost or frustration of this experience nor do I wish to stay at a Hilton again after how poorly this was handled. I specifically requested a refund to my original form of payment, not a goodwill gesture in points.
  
  Key Issues Still Unresolved:
  
  I was charged for a room that I could not use due to intolerable odor it smelled strongly of illegal substances and bad plumbing. It was uninhabitable for my children.
  When I asked to be moved, I was told the hotel was sold out and there were even signs posted on the building saying so. That makes it contradictory to claim there was a no-show room that I or another guest could have been liable for. If the hotel was sold out, there is no logical reason to charge any guest for a no-show.
  I could not simply switch rooms or cover someone elses because the hotel offered no solution which further highlights how flawed the handling of this block policy charge really was.
  
  Serious Operational Concerns:
  
  None of my rooms were ready at the 3 PM check-in time. I did not get access until after 4 PM, and no staff offered any apology or compensation for the delay.
  I was given three rooms when I only reserved two, and staff admitted their system was down the night before. This likely contributed to the rooming confusion, but Hilton has not taken any accountability for this error.
  The pool door was propped open all day with no staff nearby and no monitoring of who was entering. This is a serious security issue, especially with so many children staying at the property for a youth sports event.
  
  Hiltons response continues to deflect accountability by hiding behind vague group policy language, while completely ignoring the on-site mismanagement, system failures, and the poor conditions I documented.

  Until these issues are resolved directly and properly, I cannot accept this as a fair or honest resolution.
  
  Sincerely,
  ***** *****
  
  
  
  
  
  
  
  
  

  
  
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 07/03/2025

  Hi ******,

  Thank you for your detailed response. We truly appreciate you taking the time to share your concerns, and we regret that your recent experience did not meet your expectations.

  We understand your frustration and sincerely apologize for the inconvenience you encountered. Please know that your feedback has been taken seriously and has been shared with the appropriate teams for internal review.
  

  Regarding your request for a refund to your original form of payment, we must respectfully clarify that our **************** is not able to intervene directly in matters related to group reservations, including billing, room assignments, or check-in procedures. These matters are managed locally by the hotels Sales team, who are best equipped to assist you further. We strongly recommend reaching out to them directly to discuss your concerns in more detail.
  

  To clarify the no-show charge: it is possible that the room in question was held as part of the group block. In such cases, the hotel may still be considered sold out even if the room was not physically occupied, as it was reserved and unavailable to other guests.
  

  The ****** Hilton Honors points were offered solely in recognition of the condition of the room you reported, which clearly did not meet our standards. We are sorry that this gesture did not meet your expectations. I am able to offer an extra ****** Points.  
  

  Additionally, any concerns related to the group coordinator or other guests, such as your sister, would need to be addressed individually by those parties.
  

  While we are sorry to hear that you were disappointed with the resolution, we do consider this matter closed from our end. Should you wish to pursue a refund or further discuss the group-related aspects of your stay, we encourage you to contact the hotels **************** directly.
  

  Thank you again for choosing Hilton. We hope your future travels are more enjoyable, and we wish you a wonderful weekend ahead.

  Best Regards

  Customer Answer

  Date: 07/07/2025

  Complaint: 23521618
  
  Thank you for your continued response, but I must again reject this resolution.
  
  While I appreciate the offer of an additional ****** Hilton Honors points, that still does not address the core issue: I was charged for a room I could not sleep in due to strong odors of illegal substances and poor air quality, and was denied a room change due to the hotel being sold out as stated by staff and posted on the building itself.
  
  The property also failed on basic safety protocols including a pool door propped open all day.
  
  

  Customer Answer

  Date: 07/08/2025

  Thank you for your continued response, but I must again reject this resolution.
  
  
  While I appreciate the offer of an additional ****** Hilton Honors points, that still does not address the core issue: I was charged for a room I could not sleep in due to strong odors of illegal substances and poor air quality, and was denied a room change due to the hotel being sold out as stated by staff and posted on the building itself.

  The property also failed on basic safety protocols including a pool door propped open all day without staff nearby and no one has addressed that concern either.
  
  

  
  

• Initial Complaint

  Date:06/26/2025

  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.

  Hello , I paid for 3 nights at the ***********. Before I arrived they mentioned that I needed to pay the incidental of $217 which was fine. They failed to mention that they tried to run my card for $704.35 even though I had already paid $400 the nights of my stay and the $217 which in total wouldve been $600 but it seemed they were trying to run my card for more money which they did not need to because I didnt owe them anything else. Once I paid the incidental they reassured me it would be refunded 3-5 business days after my trip. I have yet to receive the deposit/ incidental back and its been way over the expected date. When I called to see about fixing this situation the reassured me it would be refunded over and over again but I still have not received my money. This situation really is troubling and makes me feel as if I was not treated as a valued customer and as well as having me question the integrity of the business with many failed attempts to rectify the situation. I would like a refund in full for the incidental as soon as possible since Ive waited patiently. This has caused me emotional distress. My trip was June ***** and today makes also 2 weeks of the pass trip and well over the refunded date. I also have a printed receipt from the hotel cash app transaction to show case proof of payment.

  Business Response

  Date: 06/26/2025

  Hi Dihnna,
  
  It was truly a pleasure speaking with you today. I hope you enjoyed your stay with us and that your experience was a memorable one.
  

  As we discussed, please allow 4 to 6 weeks from your checkout date for the incidental deposit to be returned to your account. If the deposit has not been returned within that timeframe, dont hesitate to reach out to me directly I'll be happy to assist you further.
  

  Thank you again for your loyalty to Hilton. We truly value your continued trust in us, and I hope you have a wonderful weekend ahead!

  Best regards,

  ***** *.

  Executive Ambassador

• Initial Complaint

  Date:06/26/2025

  Type:Sales and Advertising 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 am writing to express my disappointment and frustration regarding the unexpected cancellation of my hotel reservation at the Hilton *************/ ************************************************************************************************************* C, which occurred without any prior notice. This incident took place during a weekend that held significant personal importance my engagement celebration and caused considerable distress and inconvenience.The day of our reservation June 12th and the day before June 11th, we contacted the hotel to let them know we would be arriving to the hotel late due to out flight landing at 11:55pm. They said that it wouldn't be a problem and noted that we would be checking in after check-in hours. However, upon arrival, we were informed that the booking had been canceled. At no point did we receive a call, email, or message notifying us of this change, nor were we offered any assistance or alternative accommodation.We were significantly disappointed and stressed when the front desk told us no where in ************* would have a room at that point in the evening 1AM. We had to ask the front desk to help us and they only called one hotel which happened to be full. After flying all day and not receiving any notice of the cancelation, the last thing we wanted to do at 1am was drive around looking for another place to stay, I kindly request a formal explanation of how this cancellation occurred, along with any possible compensation for the inconvenience and distress caused. I also expect assurance that corrective steps will be taken to prevent such occurrences in the future. I feel bad for any other families who had this occur.

  Business Response

  Date: 06/26/2025

  Sent: Thursday, June 26, 2025 12:03 PM
  
  
  
  Hello ********,  
  Thank you for your kindness during our call today. We also want to extend our congratulations to you on your engagement.  
  We are sorry to learn that your reservations were cancelled prior to your arrival. As we reviewed, we understand that you did make the Hotel aware that your flights were delayed and would be arriving after midnight. Unfortunately, they cancelled your reservations before your arrival, leaving you without a room.   
  We have shared your feedback with the Relevant Teams at the Hotel to review the policies and procedures in cases such as yours for future guests. As a gesture of goodwill, we will be issuing a Be My Guest certificate for a standard room at any of our Hilton hotels worldwide. You may expect to receive your certificate 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. If you need any future assistance, please contact me directly.  

  Customer Answer

  Date: 07/09/2025

  I missed my window to reply. I am satisfied with what Hilton came back with. They are sending us a free night at any Hilton worldwide. Will my missed response play a factor in this, 
  

  
  

• Initial Complaint

  Date:06/25/2025

  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 stayed from June 19 to June 21, 2025 at the Hilton Embassy Suites in ********, **. According to the app pictures all rooms were renovated to have a walk in shower and beautiful new bathroom. Upon arriving they were totally booked gave me room 331. I enter the room and the floor of the bathroom was all cracked, and an old tub shower. It had nothing like what was shown on their app. They feel $150 was enough compensation, however this is false advertising. The rooms ran about $375 at night. I am a Hilton honor member but feel they should have have done better. This is a multi-dollar business. I told them I would notify the BBB due to lack of compensation. I have complained before and have had at least the cost of one night removed. This is a disgrace.

  Business Response

  Date: 06/29/2025

   

  Hi ****,
  
  Thank you so much for taking the time to speak with me. I genuinely appreciate the opportunity to hear your concerns and understand your experience more fully.
  

  After carefully reviewing the details of your case, I can confirm that the hotel has provided a refund of $150 and waived the cancellation fee to accommodate your early check-out.

  While I understand this may not be the resolution you were hoping for, I hope it demonstrates our commitment to addressing your concerns in a meaningful way.
  

  We value your continued loyalty as a Hilton Honors member and hope to welcome you back in the future for a more seamless and enjoyable stay.
  

  Wishing you a wonderful weekend ahead.

  ***** *.

  Executive Ambassador

  
  

  Customer Answer

  Date: 07/09/2025

  I do accept their settle of $150 however this does not address the issue of a non-renovated walk in shower as depicted on the app. I feel that if every room does not have a walk-in shower as shown on the app, then it should not be connected to the room in which youre checking into. I appreciated the fact that they did not charge me my one day I would have been staying, (Saturday to Sunday) due to a medical emergency however anticipating a beautiful walk-in shower and receiving a tub and tiles cracked on the floor I was disappointed.