Hilton Hotels & Resorts Recenzje 

You will be lucky if your room gets serviced! Terrible

There was sand in the bed. The response from Hilton was so non committal it was laughable

Unacceptable Service at Hilton Edinburgh Carlton - A Hotel Lacking Management
 
I am writing to formally express my deep disappointment with the service I experienced during our recent stay at the Hilton Edinburgh Carlton. As a Diamond status member, I expected professional service and recognition of my loyalty benefits, which were completely ignored.
 
What makes this situation especially concerning is that this appears to be a hotel lacking proper management oversight. Despite multiple attempts to directly address these issues with the property, the manager has not responded to my emails. Even more concerning, I understand that the Hilton team has also been unable to reach the hotel management, indicating a complete breakdown in communication and accountability at this property.
 
Service Failures:
1. Complete disregard for Diamond status benefits: Despite having our Diamond membership, we received no acknowledgment or room upgrades. The front desk staff treated us like regular guests, showing no recognition of our loyalty status.
2. Inadequate staff training: The reception staff clearly lacked understanding of loyalty program protocols and basic customer service standards. This highlights insufficient training on Hilton’s service standards.
3. Unprofessional porter conduct: The porter threw our luggage outside our room instead of bringing it inside. When we asked him to place it inside, he refused. This behavior is completely unacceptable in any hospitality setting.
4. Complete management failure: The hotel manager’s neglect to respond to guest correspondence and even Hilton corporate communications shows a fundamental breakdown in property management and accountability.

Had a terrible experience at @hilton Rijeka Costabella Beach Resort & Spa I was told two days in to the family summer holiday by the manager that they will downgrade us to another smaller apartment to make way for another family after double booking the room. Then after 40 crazy long texts from the manager throught a day of my holiday refusing to show me the proposed alternative apartment. Never seen anything so unprofessional or crazy.

Hotel Hilton London Gatwick Airport
BAD experience and service
never come back

I submitted a Price Match Guarantee claim with Hilton, fully expecting it to be honored because I followed all the stated terms:
• Same room type, dates, number of guests
• Same booking conditions
• Same currency (GBP)
• Screenshots clearly showing the lower rate at the final payment stage

Despite providing all the necessary evidence, Hilton rejected my claim using vague, shifting excuses. First, they implied the prices weren’t in the same currency (even though screenshots showed GBP throughout). Then they claimed terms didn’t match — without specifying what exactly didn’t match. Every time I replied with more proof, they fell back on generic language about “maintaining integrity” while avoiding directly addressing my specific claim details.

The process felt deliberately obstructive. It seems like Hilton hides behind broad policy terms as a catch-all to deny valid claims. This undermines trust in both the brand and their Price Match Guarantee as a genuine offer.

For anyone considering booking directly because of this guarantee — I’d advise caution. Based on my experience, expect a frustrating back-and-forth followed by refusal, no matter how carefully you follow their policy.

Wenn man das Wort Hilton liest, hat man im Kopf schon sein Bild und auch seine Vorstellungen!
Dieses Hotel entspricht in keinem Hilton-Hotel oder auch nur im geringsten dessen Standart!
+ Das Hotel-Umfeld ist sehr sauber und wirklich schön anzusehen.
Die Zimmer sind groß, bietet alles was man braucht- werden aber nicht täglich geputzt! Das Badezimmer nur alle 2 Tag und der Rest alle 3 Tage!
+ große Auswahl beim Buffet und sehr lecker
+ Extrawünsche werden berücksichtigt
- die Zusätzlichen Kosten für das Parkhaus sind sehr hoch. Zum Teil mussten wir bei der Ein- und Ausfahrt 20 min warten! (es wurde erst geöffnet nach dem bei der Rezeption angefragt wurde)
-Das Personal an der Rezeption konnte nach der 1 Reklamation bzw. Beschwerde kein Deutsch mehr sprechen und auch nicht verstehen! Selbst mit englisch kam man nicht weiter!
-Der Zimmerservice kommt nur alle 3 Tage, was für ein Hotel am Strand und mit Spa überhaupt nicht geht. Wenn man mit Kindern vor Ort ist, ist es nochmal dringlicher.
-Wir sind Donnerstags angereist, und mussten, trotz anfrage bei der Rezeption, am Freitag uns selber Toilettenpapier und Handtücher organisieren
- Das grüne Handtuch, welches für den Spa Bereich genutzt werden soll, liegt auf dem Zimmer und den Bademantel muss man im Spa abholen. Heißt man muss sich unten umziehen.
- das Saunatuch hat die Größe eines normalen Handtuchs und aufgrund des wenigen Zimmerservice werden diese auch nicht ausgetauscht.
Ich wollte im Spa ein neues haben, was nicht ging. Das muss 1 Tag vorher bei der Rezeption gemeldet werden.
Das ist sehr unhygienisch und hat nichts mit Spa zutun!
- Es gab keine Schuhe für den Spa (kenne ich von anderen Hotels so)
- die Pools waren sehr kalt für mein Empfinden. Kenne ich nur aus der öffentlichen Schwimmhalle
- Saunabereich kein FKK, alle mit Badesachen auf den Bänken, weil die Handtücher zu klein sind zum hinlegen. Danach wieder damit den Pool, total unhygienisch! Und mit Saunen hat das nichts
zutun!
- 4 Duschen im Saunabereich aber 2 war defekt
- 1 Sauna (Dampfsauna) defekt
- keine Liegen zum ausruhen nach der Sauna, nur im Poolbereich und davon zu wenig. Alle waren belegt als Ablage, da es keine Haken etc. gibt um Sachen abzulegen und schwimmen zu gehen. Dazu
kommt Verwechslungsgefahr da alle das gleiche haben. Einige Hotels bieten klammern an, mit Tieren drauf oder so.
- viel zu wenig Personal beim Essen. Es war noch nicht mal Hauptsaison und alle Tischen waren besetzt oder voll mit dreckigen Geschirr - es waren nur 6 Servicekräfte vor Ort, die nicht
hinterherkamen, die Gäste haben geholfen Kaffee aufzufüllen und/oder abzuräumen - wenn etwas leer war wurde ewig nicht nachgefüllt, sehr schade - Servicekräfte taten mir leid, waren völlig
fertig und sahen auch so aus und waren aber immer höflich und freundlich.
Fazit: Ich würde es nicht noch mal buchen, wenn mit mehr Gästen zu rechnen ist und nicht im Sommer aufgrund des wenigen Zimmerservice. Dennoch kann man sagen, dass es ein schönes Hotel ist.
Wir würden unsere eigenen Saunatücher, eigene Bademäntel und auch eigenen Toilettenpapier mitbringen.

We stayed at The Hilton on The Walk in Dubai and the photos on Expedia were blatant misrepresentation of he swimming pool (it is a building site, everyone was crammed into the small and unremarkable kids pool) and beach club (it was crammed between the building site and the water, with large JCBs noisily and somewhat dangerous close to the makeshift fence). We never would've booked this hotel if they had honestly represented it on Expedia.

Misrepresentation in advertising in the UK breaks the Consumer Protection from Unfair Trading Regulations 2008 (CPRs). This law prohibits businesses from engaging in unfair commercial practices, including misleading advertising that contains false information or deceives consumers, leading them to make decisions they otherwise would not have.

Liverpool one aircon not working properly. Was 30 degrees outside but was hotter in the room. The windows are non-opening meaning aircon is essential. 34 plus degrees in a small room with no air con and no window to open. The air was so stuffy that you couldn’t breath comfortably it was unbearable and dangerous.

Had to beg reception (who were hostile and couldn’t care less) multiple times before we could get a room change where the problem was identical.

Could be life threatening to the elderly or those with health conditions. Even for healthy people - was unbearable. Spoke to other guests. All said they had the same problem in their rooms. The whole air con system needs to be completely modernized.

Nasty male receptionist completely gaslighted us saying it’s ‘normal as it’s hot out.’ Excuse me?? isn’t that what aircon is for? Meanwhile you walk in and out of shops in Liverpool one with icey cold air con blasting. So no, a hot day doesn’t stop aircon from working.
But even on cooler days it still didn’t work, so he was just a liar.

I just had an awful experience at Hilton Bournemouth that ruined my short holiday. I don’t use physical credit cards—I rely on Apple Pay for all my transactions. Maybe I was overconfident, but frankly, I expected a Hilton property in 2025 to support basic modern payment methods like Apple Pay, especially when their front desk is equipped with contactless terminals.

To my shock, not only did the terminal fail to read my phone, but the staff made it clear from the moment I arrived that they weren’t interested in helping. I was met with confusion and even laughter for not carrying a physical card. There was zero real attempt to resolve the issue—just blank stares and a lot of blaming “the procedure.” The manager was particularly rude and repeated the same line about “following policy” rather than offering any actual assistance. It’s astonishing how little care was shown for a paying guest with a legitimate booking.

What’s worse, nowhere on the Hilton website does it say Apple Pay is not accepted for deposits. If you don’t accept digital payments, that should be made absolutely clear online—especially when so many travelers use phones instead of plastic these days. Not having your card terminal properly set up for all common payment methods is simply gross incompetence for a global hotel brand.

I was left with no choice but to cancel my holiday on the spot and head back to London. Fortunately, there were late trains available—otherwise, this could have been a total disaster. Hilton should be embarrassed. The manager at this property is clearly not fit to run a front desk or serve guests in a hospitality role.

We stayed at Hilton Cardiff UK in June 2025 and frankly we've stayed at budget hotels that have been better. They used to offer valet parking, but now they offer no parking, so that cost me an extra £60 for 2 nights. The buffet breakfast appeared to be made up of cheap ingredients and even at start of service was dried up and overdone (left over from yesterday?). There was a smart TV in the room but all the "smart" facilities were turned off. Cheap and nasty toilet paper didn't help. Basically, it was a budget hotel experience for premium rates.

Virginia Crossings Hotel & Conference Center, Tapestry Collection by Hilton 1000 Virginia Center Pkwy. Glen Allen VA 23059, US. The air conditioning was on the fritz. They had a temp unit, but the room didn't get below 74. The mini fridge did not work. We reported it, but no one came to fix it. Definitely didn't expect a HILTON to be so run down and subpar, especially for the price! Maintenance needed throughout the property. Very disappointed.

There are opinions shared.
My experience for nearly 1 year in hotels with brand Hilton.
The best time.
Below some names
Giannia, Saba, Mod, Aun, Pat, Tan, Bom, Boy, Sun, Big, Laila, Patcha, Ann, Lek, Sao, Liff, Jaeb, Plug,Keng

Showed up for the night before our cruise and they said they couldn’t find our reservation- even though I had the confirmation. Did not provide any help, saying it wasn’t their problem. They kicked us out like trash despite having confirmed reservations. Contacted customer service and 5 different people either blamed us or said they could not find the reservation even though I sent them the confirmation. They will lie to avoid responsibility- go to Marriott or another chain instead!

We stayed at the Hilton Cardiff for 2 nights during Nay half term. Really poor experience and dreadful customer service when we encountered problems. We stayed as a family of 4 in a junior suite room, which is advertised on the Hilton site as a room suitable for families - with a king size bed and sofa bed. The room was more expensive than others, but we felt happy to pay this for the extra space that we’d need with 2 small children with us. Unfortunately I don’t think the sofa bed could be describes as a bed to be honest - there was a less than 1cm cheap foam layer which certainly couldn’t be described as a mattress of any form (not memory foam and could be squashed completely flat between two fingers). Underneath this was what looked like a trampoline - springs around the edges and a single layer of material in the centre. Underneath this was a metal bar, such that when trying to lie flat on the ‘bed’ your hips were dug into by a metal pole with no cushioning over it, a huge dip in the centre of the bed despite me being a smaller than average adult female with a normal BMI along with a small 2 year old in the bed. My knees didn’t touch the bed due to there being a huge dip, plus the metal bar, plus a completely non existent mattress made for a night of almost zero sleep. I have travelled the world and stayed in hotels and hostels that have cost less than £1 a night, slept in hammocks and camp beds in jungles and deserts, but have genuinely never had a worse nights sleep than at this Hilton. I managed a couple of hours of very broken sleep, then ended up getting up for the day at 4.30am due to having so much pain in my back and hips from this ‘bed.’ To clarify I am a fit female in my 30’s and have blender experienced back or hip pain before! We approached reception first thing in the morning, only to be offered a second <1cm thick foam layer to put on top. We felt this was unacceptable, given that we had paid over £500 for a 2 night stay already. They were unwilling to move us to an alternative room, and the only option available was to move 2 single beds into the room and place them next to each other. This was fine with us, however the sofa bed was not able to be removed from the room, so we were left with very little floor space and having to climb over furniture to move from one side of the room to the other. A very uncomfortable stay.
In addition, the pool and changing rooms were dirty, there were no locks for the lockers in the changing rooms which seems like an easy and cheap thing to fix for peace of mind for your belongings. There was no towel rail in our room, and 2 tiny hooks on the back of the door, which the towels just fell straight off. For a family of 4 who each need a towel, there is simply nowhere to hang towels apart from on coat hangers inside the wardrobe (but these then don’t dry).
We managed to get a partial refund, only after I requested this. No manager came to speak to us despite knowing we were unhappy, and we had no sincere apology from anyone or acknowledgement that our experience was not good enough. When I attempted to feed back to the staff in a polite way, I was blamed for booking the room and told that the sofa bed is only suitable for children so I shouldn’t have been sleeping on it in the first place. Having gone back onto the website, the description of the room very clearly states that the sofa bed is also suitable for adults (I have a screenshot of this information). As a guest who has had a terrible experience, I don’t expect to be blamed for something which is quite clearly not my fault.

Stayed at the Hilton Double Tree in Leeds city centre. Amazing clean modern rooms, good food and a decent rooftop bar. Will stay again when I next visit Leeds on business.

Hilton's policies are sexist against women.
Let me say that for the most part I do like Hilton and HGVC. My husband and I are joint owners of HGVC and a Diamond member on the same account for Hilton Honors. However, Hilton is sexist. Only the man's name is shown on reservations. I have been denied staying at properties because my husband was not staying with me - well at least until I had to get a manager who then looked up our account and then allowed this woman to stay without her husband. When I walk into our room, the TV is on with a message saying "Welcome Daniel" - never welcome Teresa or Welcome Daniel and Teresa - just Daniel. Now when I call to speak with the Diamond Desk the automatic recording says "Hi Daniel, please hold until I get someone to help you. We tried to change the order to put my name first, but Hilton does NOT allow the woman to be listed first on a joint account. Keep in mind that the woman has to attend the HGVC sales presentations, but after that it is all about the male. I have complained many times, but nothing is ever done. If it wasn't for having invested in HGVC I would never use the Hilton chain again. So women, if this would bother you too, then I suggest you use another hotel chain!

We stayed at the Hilton in Resorts World Birmingham for a work event. Got a free room upgrade which is always a plus. Rooms are not as well kept as they used to be at the Hilton, had a great view but it doesn't make up for a spartan interior. Had to mention cleanness issues at reception which is not what we expect.

Try logging in as a member, you get a spinning wheel and a counter that counts down from NINETY!

They make you sit there for 90 seconds looking at a ****** spinning wheel.

Way to lose a customer, Hilton. Congrats

Your check in service was a disgrace, I’ll be reporting this. You refused to let my wife check into the hotel last evening. I booked her a room as a treat for her birthday (she has to work in London and saved her a trip back home) and you didn’t believe her when she showed the booking email. I had to find your relevant email address and confirm it all again. She was made to wait 45 minutes and the special treat after a stressful day was completely ruined. Apparently according to your awkward and moronic receptionist she “could’ve overheard someone booking the room” which is rediculous as you never answer your phone so how could anyone ever book a room over the phone and then what - she somehow received the booking email confirmations as well?
She phoned me to explain and was angry, some birthday treat, after speaking with the dumb receptionist I was told to send an email with the confirmation. That'll be the same confirmation that my wife showed them.
Because obviously if she had overheard someone somewhere booking a room at the Hilton London Olympia for this date, she would have also overheard their name and booking confirmation number and then somehow received the booking confirmation emails!! You idiots. Then she would have had to get to the hotel and pretend she made the booking whilst hoping the real guest hadn't already checked in yet!! Or hoped that the real guest wouldn't bother arriving and checking in later that evening!! You idiots.
This morning I even received an automated email wishing me a pleasant stay. You idiots.
After a very long time last night I actually managed to get hold of someone on the phone, sounded like they were in Taiwan or somewhere, and I asked if they would offer my wife - as a gesture - a free drink at the bar. They said no.