Hilton HHonors Customer Service Issues

Prior to booking my stay at Hilton Garden Inn, I called Hilton Reservations to confirm if the bar and restaurant were operational during my stay. I emphasized my elderly sister's need for immediate access to these amenities. The reservationist assured me they were open. To my disappointment, upon arrival, the bar and restaurant were closed with limited breakfast options available. This misinformation led me to make a reservation I wouldn't have otherwise. Furthermore, our room was not properly cleaned, with a male's clothing left in the closet. I have been on hold for over an hour seeking assistance. I would appreciate a partial refund due to the inaccurate information provided by Hilton representatives, resulting in a subpar experience.

Dear Customer Service, I wanted to bring to your attention my recent experience at the Hilton Nairobi hotel on Jun-19-[redacted]. My stay was unfortunately marred by a prolonged wait at the reception desk due to the hotel wifi being out of service. Despite my efforts to seek assistance from the receptionists Nicholas and Davis, including asking to speak with the duty manager for a refund, I was met with unavailability and unhelpful responses. The issue persisted from 1.30pm to 5pm without resolution, resulting in my decision to check out. I expressed my dissatisfaction with the situation and requested a refund for the inconvenience caused by the inability to contact my family. I urge you to address this matter with the hotel staff, request a refund for the cost of my stay, and provide an apology for the distress experienced. Kind regards, Sana A. Membership number: [redacted] Email: [redacted]

My recent stay at the Hilton last Friday night was disappointing. When I booked, I wasn't informed about the hot tub being out of order. The following morning, we were met with a lackluster breakfast service, with no eggs or meats available before 9 am. Despite it only being 8:45 am, the staff refused to accommodate us, claiming they had stopped serving. Only after a co-worker intervened were we offered food from the back. Upon calling customer support the next day, I experienced an excessively long wait time of over an hour. This level of service is unacceptable, and it's evident that more phone support staff are needed to address customer concerns promptly.

My name is Joel Berkman, and I need help with my Hilton Honors account, as my first name is spelled incorrectly as Joelle. Despite attempts to correct this, it has not been fixed. My Hilton Honors number is [redacted]85. We recently participated in the time share program at Waikoloa Village in Hawaii, with a total price of $[redacted] plus tax, a $[redacted] deposit, and a balance of $[redacted].23. The confirmation number for this is [redacted]. During a phone call with a sales representative, we were quoted a price that we thought included a rental car, which was a deciding factor for us. However, when attempting to book our stay, we were informed that there was a shortage of rental cars, which was disappointing. After speaking with a supervisor and agent Monica, who offered a refund, we decided to get a refund but remain unhappy with the situation. We are still interested in receiving the original package we purchased, including the rental car. Thank you.

I am writing to address a recent cancellation issue I experienced with Hilton Honors. I had made a reservation well in advance for a medical appointment for my wife, only to receive a last-minute call saying the hotel had overbooked due to a supposed "computer glitch." Despite having a confirmation number, they claimed they couldn't honor my reservation. I have been a loyal guest at this hotel and was disappointed by the dismissive handling of my situation and confirmation. I was promised compensation in points, which I have yet to receive. I am requesting a complimentary upgraded room for a future medical appointment to make up for this inconvenience. I hope my concerns are taken seriously, as I value this hotel but expect better treatment. Thank you for your attention. Sincerely, Frank Meyers

During the July 4th weekend, my family stayed at the Doubletree Hotel in Bloomfield Hills, MI for my nephew's wedding. Upon arrival, we encountered issues due to flooding in the lower level after heavy rain. Our room had maintenance problems like a sink that didn't drain properly and a faulty stopper, along with a sticky substance on the bathroom door. The room lacked a suitcase stand, and the mini-fridge was not functional. Additionally, transportation options were limited, causing inconvenience. Despite the hotel's shortcomings such as noisy fans, limited dining options, and a closed fitness center, we were charged the full rate for our stay. We believe we are entitled to a substantial refund rather than Hilton Honors points.

During our stay at the Doubletree Hotel in Bloomfield, MI, for a family wedding over the July 4th weekend, we encountered numerous issues that impacted our experience. Upon arrival, we were greeted by the disruption caused by flooding on the lower level due to heavy rainstorms, with multiple industrial fans running. Our room had a sink that didn't drain properly and a faulty stopper. Despite alerting the desk, it took a while for it to be addressed. Additionally, we noticed cleanliness issues in the bathroom and the absence of a suitcase stand. The mini-fridge was inadequate. Transportation challenges further added to our inconvenience as we attempted to visit Cranbrook Museum. Misinformation from the hotel about the distance and lack of sidewalks on the route made the journey difficult, especially considering our age. The hotel's limited amenities, including dining options and closed facilities, compounded our dissatisfaction. Despite these shortcomings, we were charged the full rate for our stay, and attempts to address these issues with the general manager were unsuccessful. We believe a significant refund is warranted for the subpar conditions and service we endured.

My family has been loyal Hilton Honors members for years and often stay at Hilton properties for Home Depot travel. Recently, we attended a wedding at the Mountain Brook Hampton Inn with our two young children. I wanted to share my concerns about the property. The exterior appeared rundown with rust stains, dirty windows, and unkempt landscaping. Inside, the hotel showed signs of age and neglect. Our room had sticky carpet, questionably clean sheets with a strong deodorizer scent, and lacked basic amenities like a fridge or microwave. As a nursing mother, I struggled to store milk without a fridge and had to use ice in a bucket. The hotel mentioned only having 15 working appliances, and their drink fridge was also out of order. Despite the challenges, the front desk staff were friendly and helpful. I hope these issues can be addressed promptly to improve the hotel's condition. Sincerely, Elizabeth R.

I recently stayed at the Hampton Inn in Manning, SC, and upon arrival at 11:30 pm, I was informed that there was no wifi available. Despite explaining my urgent need for wifi due to exceeding my data usage, they suggested I go to another hotel, which was not feasible at that late hour after a long day of travel. The staff mentioned speaking to the manager for a credit, but upon checking out the next morning at 11 am, the manager was still not available. Despite leaving voicemails, I did not receive a response regarding a $45 overage charge on my phone due to lack of wifi. I have never encountered such issues at a hotel before, and I hope for a resolution. Thank you for your assistance.

I had planned a special anniversary celebration and chose to stay at Embassy Suites due to past positive experiences. Despite being reassured everything would be available, upon arrival, I faced disappointments. The omelet station was closed, I had to pay for parking despite being told it would be free, and the room had issues like a malfunctioning refrigerator and no happy hour as advertised. The overall experience at the hotel was far below what I expected. From broken amenities to cleanliness issues, culminating in finding a roach in my room, my anniversary was completely ruined. I understand the impact of COVID on services, but clear communication is vital to manage expectations. I hope to receive a complimentary stay at a Hilton property that upholds the expected standards.

During my stay at a Hilton hotel, I realized I have multiple Honors accounts that need to be combined. In August, a free night redemption for 13,[redacted] points reportedly occurred, but I was mistakenly charged for that night despite being informed otherwise by a staff member. Following this, unexpected charges caused my fiancé's bank account to go into negative, leading to the account closing due to bad debt. Interestingly, my account now shows the 13,[redacted] points as being redeemed. Currently, I am trying to make another booking for tonight, as I have been staying at the hotel since the 4th. Although we checked in at 2:30 a.m., the hotel staff insists on charging us for the night of the 3rd as well. Due to a flat tire delay and a long journey to see our kids, we arrived late, and despite informing the clerk about our situation, they seemed to be under the wrong assumption. We usually check-in after 2 a.m. as of the current date, not the day before, and this issue is causing confusion in the booking process.

Hello, I am Alessandro Rota, Hilton Account #[redacted]11. I had a reservation at the DoubleTree by Hilton Hotel Istanbul - Tuzla, using 40,[redacted] points for two nights from November 16th to 18th, [redacted]. Unfortunately, due to an isolation situation at the hotel, I was moved to a different non-Hilton hotel nearby. The front desk clerk, Salih Bicer, mentioned in an email that they would refund the 40,[redacted] points to my account. However, I have not yet received the points back. I would appreciate it if you could assist in crediting back the 40,[redacted] points. Thank you. Alessandro Rota

I made a booking at DoubleTree by Hilton in Milan, Italy for two rooms using points from 30th November to 1st December [redacted]. However, upon check-in, I needed to add a third room for my son due to hotel policy and occupancy. I asked the front desk to cancel one of the rooms, resulting in 60,[redacted] points being deducted. The front desk assured me that the points would be compensated, but I have not seen them credited back to my account yet. I would appreciate it if the deducted points could be added back to my account as the cancellation was necessary due to the circumstances. My canceled booking reference is [redacted], and my HH# is [redacted]58. Thank you for your assistance and understanding.

Hello, I made an error in booking my room at the Hilton Garden Inn Buckhead in Atlanta, GA. I mistakenly reserved it for Sunday, 19th through Tuesday, 21st instead of the correct dates, Sunday, 12th through Tuesday, 14th. Since the booking is non-refundable due to the Advanced Purchase policy, the hotel advised me to reschedule for different dates to avoid losing my payment. I am wondering if it is possible to transfer this reservation to a different time at another Hilton hotel. Thank you, Lise C.

I have contacted Hilton Guest Service numerous times about an unresolved complaint regarding the daily credit at Hilton Aventura for breakfast. Despite sending reminders, no response has been received. Unfortunately, I will be escalating this matter to an independent complaints office upon my return to Germany. The lack of adequate response from guest service leaves me with no other choice. Best Regards, Bernd Eitel BETEC Ideen Herzogstraße 55 D-[redacted] Neu-Isenburg Germany Tel: 49 (0) 6[redacted]7 Fax: 49 (0) 6[redacted]59 Internet: www.betec-ideen.de Email: [redacted]

I have been a loyal customer of Hilton properties for many years for our company's Regional Sales managers, but I am considering a change due to a recent experience at a Marriott property. We stayed at the Hampton Inn Tropicana on December 3rd. Despite being told parking was free for guests, we were wrongly charged $60 upon checkout. The manager acknowledged the error, but the in-house Finance Controller, Kam Yip, was unresponsive and accused me of lying. After multiple calls and emails, he promised a refund from the third-party parking service, which has not yet been received. This lack of responsiveness and poor customer service is disappointing. While the $60 is not the main issue, it's about being treated fairly and doing what's right. We have a large number of upcoming stays, so I hope this matter can be resolved promptly. Jeff H. Regional Sales Manager at BandD Foods.

We had a reservation at Hilton Ningbo Dongqian Lake for a special event on December 30-31. However, I received a call last Friday informing me that they cannot honor the reservation due to using their rooms for COVID quarantining. Despite canceling after some email exchanges, I noticed they are still selling rooms at higher rates. I would like my original reservation at the original price to be reinstated.

Months ago, I requested to merge my two Hilton Honors accounts. I previously emailed Hilton Honors about this on August 21, [redacted]. After the reply from Sakshi S., I provided the necessary details for merging: Account Numbers: [redacted]46 (on my Hilton Honors card) and [redacted]29 (on my Hilton Honors website) Email Address: [redacted] Name: Marvin Johnson Account to Keep: [redacted]46 Despite being informed that my accounts would be merged, I continue to face issues accessing my account with either number, receiving the error message "Your login didn’t match our records." I still receive emails from Hilton but am unable to log in. Kindly merge my accounts as requested.

I recently booked a suite for a friend using my Hilton Honors points, and a $[redacted] deposit was expected. However, $[redacted] was deducted from my friend's account under the description "Points HHON214.70_V." We contacted customer service and the front desk but couldn't get a clear explanation. After speaking to another agent who suggested we check with the bank, we're still at a loss. My friend, Denise N., who recently joined Hilton Honors and did not purchase any points, urgently needs the $[redacted] refunded. This deduction has left her financially strained until her next payday. We need prompt assistance sorting out this issue. My Hilton Honors number is [redacted], and I can be reached at [redacted]. Thank you for addressing this promptly.

I am currently staying at the Hilton Garden Inn in Windsor Locks Hartford North, Connecticut. I chose this hotel specifically for its pool for my kids. Unfortunately, upon arrival, I was disappointed to find out that the pool has been out of service for some time. Additionally, I redeemed 60,[redacted] points for my stay and was under the impression that Hilton hotels offer rollaway beds, but I was informed that they do not have them at this particular hotel. These amenities are crucial for me when selecting accommodation, especially in snowy weather when outdoor activities are limited. Despite these setbacks, I must acknowledge that the hotel itself is lovely, and the staff members are friendly. While I appreciate the complexities of running a hotel, I can't help but feel like I didn't fully utilize my points due to these unexpected limitations.