Hilton HHonors Customer Service Issues

I accidentally double booked a stay at the Kutztown Hilton. The first reservation from 3/1-3/3 made through the Hilton website with Advance Payment seems to be non-refundable. I recently booked another stay from 2/28-3/3 through a third-party app, forgetting about the original booking. I am simply seeking an exception to cancel and get a refund for the first reservation due to the duplication. I travel frequently for work and typically stay at Hilton/Marriott properties. The current situation has been frustrating; I just need assistance with this issue. Thank you for any help you can provide.

I left my laptop in room [redacted] at High Wycombe. Upon returning home, I noticed the laptop missing from my bag and realized I hadn't made any stops after leaving the hotel. I contacted the hotel, but they claimed nothing was logged. I find this hard to believe as the laptop was definitely left in the room. The cleanliness of the room was also questionable as I found long hair and a razor cover in the shower when I first checked in. I urgently need the laptop for work, so I called the hotel again where I encountered unhelpful service, particularly from an assistant named Sarah who abruptly ended the call. I am planning to drive back to the High Wycombe hotel tomorrow morning at 6:30 am to retrieve my laptop. I expect it to be there waiting for me and request your assistance in ensuring its return.

While staying at the Yucatan resort in Playa del Carmen, my experiences have been mixed. Despite requesting a room with a balcony, we were initially given a room without one and charged an additional $[redacted] in American cash for it. Surprisingly, there was also a $47 charge for an exchange rate when using American currency, which seemed unusual. The air conditioner in our room stopped working four days ago, and although maintenance attempts to fix it daily, it only works briefly before malfunctioning again, making it hard to sleep. Recently, a bench I was sitting on in the lounge collapsed, causing me to injure my knee and leg. After examination, we discovered the bench was rotten underneath the cushions, leading to discomfort and occasional numbness in my foot. The staff applied muscle cream, but it offered little relief. Despite these setbacks, the food quality is commendable, and the rooftop restaurant service varies. On days with poor service, we opt for room service in our hot room. We are considering a change to the Hilton Playa del Carmen for a potentially smoother experience, given our past challenges at the current resort. We hope for a quicker resolution to the air conditioner issue and overall improved stay.

I am a Hilton Honors member with ID [redacted]87. On March 26, [redacted], I had a reservation at the Hampton Inn and Suites Savannah Historic District. The hotel staff, specifically Brent, informed me around 6:30 PM on the same day that the hotel was overbooked. I was then relocated to another Hampton Inn close to the airport, which was 20 minutes away. Despite my age of 70 and attending my granddaughter's dance competition alone at the Savannah Conference Center, I reluctantly accepted the change. The initial cost at the Historic District was $[redacted].80 plus parking, while the new location cost $[redacted].98. If I had been comfortable staying near the airport, I would have chosen the Hilton Garden Inn for $[redacted] per night. However, my preference was to be closer for safety reasons and to avoid driving alone late at night.

As Diamond members, we recently experienced issues during our stay. At the Warwick Hampton Inn and Suites, we encountered a lack of essential items like toilet paper, face cloths, and towels, along with cleanliness issues like used soap bars in the shower and remnants of a party on the ceiling. Despite these concerns, we decided not to complain due to the short stay. Our current stay at Gallery One Fort Lauderdale for 9 nights promised housekeeping every other day. However, today when they attended room [redacted], which is adjacent to ours, they skipped our room. After notifying the front desk, we were met with a response that there is no fixed schedule for housekeeping, which is understandable. But the fact that our room was overlooked is concerning. We are currently without essentials like towels and toilet paper, and it has been over twenty minutes since we raised the issue. It's disappointing as loyal patrons of Hilton resorts; we hope these issues can be resolved promptly to avoid seeking alternative accommodation options in the future.

During our recent stay at the Hampton Inn in Warwick Providence, we encountered several cleanliness issues in our room. We found the room only partially cleaned, with no toilet paper, just one towel, and dirty soap in the shower. Additionally, there were remnants of a party on the hotel ceiling. Although we didn't complain during our one-night stay, our experience has continued at the Double Tree hotel in Fort Lauderdale, where we are staying for nine nights. Despite requesting housekeeping every other day, the service has been inconsistent. Despite being located next door to us, they did not come to clean. When I reached out for assistance, I was met with rude behavior and long wait times for simple requests like toilet paper and towels. As loyal Diamond members of Hilton, we hold high expectations for cleanliness and service. We hope for a resolution to our concerns during our stay. Thank you for your assistance.

I made reservations for three 2-bedroom suites at Homewood Suites in Addison on Beltline. Although the manager was very accommodating, the property itself is lacking. The room I stayed in, specifically Room [redacted] & [redacted] which are connecting 2-bedrooms, was not up to par. It was noisy due to its location on Beltline, with significant noise from wind and construction work. The lack of weather stripping around the doors was noticeable. The room also lacked basic amenities like washcloths, and the carpet was so dirty that our feet turned black from walking barefoot. The shower control was faulty, and the overall upkeep of the hotel seemed poor. Despite the issues, we had no room service during our 3-night stay and had to manage our own trash. The location might be convenient for the tennis tournament, but the overall experience was disappointing. If improvements are made, the property has potential to become a pleasant place to stay.

During my current stay at Hampton Inn, Indianapolis Northwest, I've encountered some issues with their cleaning policy due to COVID protocols. Unlike other places I've stayed, they don't clean rooms even upon request. I was instructed to request extra towels between 7:00 a.m. and 11:00 a.m., which is inconvenient for working guests. Breakfast service also had timing issues, with hot food delayed and the dining area poorly managed. When I asked for towels to be delivered, I was informed I could pick them up myself, which doesn't align with typical Hilton service. I hope the hotel improves its cleanliness procedures and communication soon to meet customer expectations, especially during these times when COVID is frequently used as a reason for service shortcomings.

I recently bought a vacation package for a trip to the Big Island of Hawaii from August 12-19. After speaking with Hilton Customer Service, it was discovered they had wrongly booked us. Originally, we requested a two-bedroom upgrade which was confirmed, but upon further investigation, it turns out there were no such accommodations available. They moved us from our original hotel with two beds to a different location further from the beach, which was not what we anticipated when making the reservation in March. Despite being informed that three-bedroom units are not part of our package, I believe an exception should be made due to the error caused by your staff. The customer service encounters we've had while trying to resolve this matter have been disappointing. We have reached out multiple times and have been met with rude and unhelpful agents, which has been a stark contrast to the positive experience we had when speaking with Marriott. This situation has left me unsatisfied with the service provided and the handling of the issues.

I am disappointed with my stay so far. I am here with my very finicky child for a week and I specifically requested a microwave in my room days before arriving. When I got here, I was told I wouldn't have one and am now being directed to use a communal microwave on the 1st floor. This is not what I expected after being assured in advance. Additionally, my fridge is not working properly due to frozen controls. This experience is very frustrating, especially since I was told the hotel was not at full capacity. I am a big fan of Hilton but my experience at the Hilton Insignia Orlando hasn't been great.

I made a reservation for a group at Doubletree by Hilton East Flamingo in Las Vegas. Unfortunately, upon arrival, we encountered unsatisfactory conditions. There were leaks in the parking garage damaging our vehicles and rooms were flooded, leading to families having to relocate. The sewage smell and ongoing flooding made our stay unbearable. Despite attempting to contact the sales director and spending time trying to address the issues, I received no response. Although an early check-out was approved, there was no follow-up to relocate my families. I had to personally find alternative accommodations for the group. I am requesting a full refund for the charges as the hotel did not meet Hilton's standards. I hope to speak with someone who can help resolve this matter promptly, as our group has previously had positive experiences with Hilton. I seek guidance on how to proceed to ensure my families are refunded appropriately.

I frequently stay at Hilton hotels for both work and leisure. Recently, I had to cancel a room reservation due to testing positive for Covid. Despite receiving assurance over the phone that canceling was no issue and being understandingly wished well, I was later charged $[redacted]. I believe in prioritizing safety by not risking the spread of the virus to hotel staff and guests. Disappointed by this experience, especially after another recent incident where the hotel misplaced a package I sent. The lack of response from the property's General Manager after reaching out twice has added to my frustration. Considering my loyalty with diamond status, I am contemplating switching to Marriott for my future stays.

Good morning, My family and I stayed in Room [redacted] at your Bordeaux hotel on Friday, July 29th. We were out exploring the city between 5:00 PM and 9:00 PM, and unfortunately, my son left his sunglasses on the table. When we returned, they were missing, and they were worth [redacted] euros. I reached out to the reception via email and phone yesterday but have not received a response yet. I kindly request that you investigate who accessed our room during the time we were out and also during breakfast between 9:00 AM and 10:15 AM. With the hotel's security measures such as key access and cameras, I believe you can help resolve this situation promptly. I hope for a swift response and appropriate action, including a possible refund. We hope that the sunglasses can be found before we leave on Saturday. Thank you for your attention to this matter. Best regards, R. Vuillerme

I have been a loyal patron of Hilton hotels worldwide and hold gold status through my platinum card; however, this was not recognized during my recent stay. My primary concern is the lack of cleanliness in my room, which was disappointing and unacceptable. As a traveling implant surgeon, I encountered long strands of hair in the shower despite having short hair myself. The morning staff promised to send housekeeping to address the issue, but no one came during my three-night stay. When I inquired with the night staff, I was informed that daily housekeeping was discontinued due to COVID-19 precautions. Even after requesting cleaning, my room remained neglected. Upon checkout, the front desk merely offered to adjust points in my profile, which did not address the unsanitary conditions I experienced. This experience was unexpected and subpar for a Hilton property.

Dear Hilton Team, I am Yu J., a loyal Hilton member with card number: [redacted]. I frequently choose Hilton for my business and family trips, appreciating the pleasant atmosphere and excellent service. I regret to address a distressing experience during my recent stay at Home2 Suites By Hilton in Shenzhen, China. Current Manager Kang provided inaccurate information and handled our interaction poorly. A confrontation with General Manager Guo quickly escalated into verbal abuse in the hotel lobby. Despite intervention from the police, Manager Guo continued to discredit me to authorities using false information. The verbal assaults I endured were appalling and deeply affected me, causing distress. I request a sincere apology and appropriate actions to rectify this distressing incident promptly. I am eager to discuss this matter further if needed and provide detailed evidence to support my claims. Thank you for your attention, and I anticipate your prompt response. Sincerely, Yu J.

I contacted [redacted] on September 10, [redacted], concerning a billing issue at Hilton Downtown but have not received a response. I am following up on my claim and would appreciate an update. Best, Claire Clément Cottuz Case Number: [redacted]42 Details of the email include: Case Number: [redacted]42 Stay at Hilton Midtown NY September 2, [redacted] - September 5, [redacted] (3 nights) Customer Name: Thierry V Bernard Payment via MasterCard ending in [redacted] After a phone call on September 7, we stayed at Hilton Midtown NY from September 2 to September 5, [redacted]. The booking was pre-paid, but a credit card print was requested upon check-in. We used vouchers for Monday breakfast, provided by Hilton due to room discrepancy. Please clarify the charge of [redacted],31 euros on my American Express card. Thank you for your assistance, Claire Clement Cottuz

I am currently unable to leave my location due to the hurricane affecting Florida. I urgently need to know when the Hilton Home2Suites on Ulmerton Rd. in Largo, FL will reopen. I have a reservation for three weeks, which I intended to extend, and all my belongings, including clothes and medications, are in the hotel. Despite the hurricane not hitting Largo as expected, I am desperate to access my room. The front desk mentioned they would call when they reopen, but I need to know if someone has checked on the power situation. Please assist me in finding out the reopening time for today or tomorrow. Due to my disability and service animal, I cannot travel far. Your prompt help in obtaining this information will be greatly appreciated. Thank you. - N.

I stayed at the Hampton Inn located at [redacted] South Queen Street. I had a frightening experience with the general manager, Chris, who was violent and unprofessional. I faced sexual abuse by a maintenance worker who forced entry into my room. Additionally, my items were stolen by a housekeeper, and another staff member entered my room while I was undressed. When I confronted them about the theft of $[redacted] and other belongings, they threatened me and demanded I check out. Despite being uncomfortable and fearing for my safety, I had to stay there due to personal circumstances. After paying nearly $80k, I was asked to leave abruptly, causing me to cancel important appointments. I urge the management to address this situation promptly for the safety of guests like myself.

Subject: Hilton Brussels Reservation Inquiry Dear Customer Service, I am writing to seek clarification regarding a recent booking made for our stay at Hilton Brussels this weekend. I have attached an email thread for reference. Can you please assist with our queries? Thank you for your help, Fam. Driessen ----- Dear Mr. Driessen, Thank you for reaching out to us. To address your concerns, I recommend contacting Hilton Honors customer service directly for assistance with your booking. Best Regards, Sandra Perez Reservations Sales Agent – Booking Success Team DoubleTree by Hilton Brussels City ----- From: Sander Driessen Sent: Thursday, 27 October [redacted] 10:36 To: Info DoubleTree Brussels <[redacted]> Subject: Fwd: Your Oct-29-[redacted] Confirmation #[redacted]....... Dear Team, I am contacting you regarding a booking error we encountered. We attempted to book our upcoming stay for this weekend at your hotel but noticed the price difference upon confirmation. Can you verify yesterday's pricing and ensure our reservation includes breakfast? Thank you for your prompt attention to this matter. Best regards, S. Driessen

To Whom It May Concern, During our recent stay at Embassy Suites in Deerfield Beach from November 20th to 23rd, [redacted], my family and I, loyal Hilton Rewards members, encountered significant issues. Despite being forewarned about construction, the disruptions were far more severe than anticipated. We were faced with non-functional televisions for two out of three nights, accompanied by unsettling encounters with cockroaches due to ongoing construction. While the staff graciously attempted to relocate us, the replacement room also had a malfunctioning TV. The disturbance from construction noise persisted, causing discomfort throughout our stay. Though we understand this was beyond the staff's control, the overall experience was disappointing, especially for our family of five. As disappointed as we were, we remain dedicated Hilton members. We kindly request a refund of the points used for our stay at Embassy Suites Deerfield Beach. Please provide guidance on this matter at your earliest convenience. Thank you, Dan and Cassie Blanchard