Hilton Hotels & Resorts Reviews 

The bar menu shows 7.75 for a pint, then they add 20% VAt and a further 12.5% service charge on top of that, extortionate!!!!
I'm sure it will all be in the small print at the bottom, but when it's advertised at 7.75.... that's what you expect to pay!!

Beautiful building. Entrance and communal area/bar were slightly restricted due to work being done by contractors which wasn’t a particular issue-the area was pleasant and characterful.
Our bedroom on the other hand was tired and dreary. Stained and old grubby carpet/tired fittings and decor and a shower mat that was covered in black mould. It was as clean as it could be, so this is not the fault of housekeeping duties.
Staff were pleasant and attentive and assisted with a minor issue regarding EV charging.
We would not stay again due to the room.

DO NOT STAY HERE: Unsanitary Rooms, Broken Fixtures, Toddler Safety Hazard & Deceptive Billing
Star Rating: 1/ 5
Save your money and sanity—do NOT stay at the Washington Hilton. Our stay was an absolute nightmare from start to finish, defined by abysmal hygiene standards, broken room fixtures, and deceptive billing practices.
The Nightmarish Room Shuffle:
We checked in late at 3:00 AM, exhausted after travel with our family, only to face three separate room failures:
* Room 1: Unsanitary and filthy. There was hair left on the towels and visible debris scattered across the floor.
*Room 2: Severe maintenance failures with a non-functional exterior door.
* Room 3: The bathroom door was completely broken and could not close. With a toddler in the room, this was an active safety hazard, yet management offered no immediate urgency to resolve it.
Retaliatory Holds & Deceptive Billing:
Although our initial Digital Check-In went through smoothly with a valid card, the moment we complained about the dirty room, management slipped a billing notice under our door and demanded an excessive $350 hold.
After speaking with management, they acknowledged the severe service failures and confirmed that our remaining balance was $0.00. Despite this verbal agreement, they went ahead and unauthorizedly charged my card $93.08, which directly caused a $36.00 overdraft fee on my bank account.
Incompetent Customer Service & Stall Tactics:
When I reached out via email to resolve the wrongful charge, the Director of Front Office Operations and the front office team played coy, repeatedly claiming they were "waiting on the confirmation number"—even though the official hotel folio containing the confirmation number was attached directly to the email thread multiple times. When I sent screenshots proving I had already provided all the necessary documentation, they continued to act evasive and ignore the issue.
Rather than fixing their billing mistake, they chose to act in bad faith and stall. I have been forced to file a dispute with my bank.
A hotel of this tier charging guests after acknowledging zero balances and forcing families into unsafe, dirty rooms is completely unacceptable. I would not recommend a stay here under any circumstances—avoid this hotel at all costs!

Fernando Gallo is an inept manager. Paid 127£ to stay here for one night and had to pay for parking. Then we were told we could order dinner, attempted to, then were told to wait for an hour, we waited for over an hour before placing our order with one of the team, we then waited a further half hour and were told in fact that no, we wouldn’t be getting any dinner and not told why. Was so late by this point so nowhere was open and reasonably priced, went to bed hungry. Tried to complain when leaving, was told to go online, phoned the number, made complaint, then got transferred so had to make complaint again, was told would be contacted by manager of the hotel. This never materialised so phone back ten days later, was told there was no record of a complaint, went through details again, got transferred again, went through complaint again (this was now the fifth time) then waited weeks and still heard nothing. Phoned again, was told there was no record of a complaint, then got transferred to a hotel in Connecticut in America. I’ve been on the phone for over an hour and a half by this point. Phoned the hotel last Wednesday 22 July at 13:00, left details for manager to call me back, never received any call back. Called again today and spoke to Fernando who told me I needed to go online to complain (after being unable once again to find out details of our booking despite having multiple reference numbers, our names, dates and payment details) and the third party company to get a refund of 25£ when he miraculously found us on the system after ten minutes. He quite literally couldn’t tell me where I needed to go on the website that I was sat on whilst making the call, because there isn’t anywhere to complain on the website. He also couldnt tell me who was the manager on duty when I rang in, sounds suspiciously like Fernando may have been on at that time. Essentially, if you pay over £100 to stay for a night you don’t expect to pay for your parking, go to bed hungry and spend the next six weeks smacking your head against the wall speaking to clowns. I hope Fernando gets his proper kudos for losing any further custom from us (we stay in Bristol every month) to the Hilton. Poor leadership, poor service.

I have just completed a 9 day conference with Phoenix Health and Safety, held at Doubletree, Bracken Place. The experience there was exceptional. The staff were briliant and specificalky singling Kinga from the kitchen staff, who was forever smile and delivered service with passion. She made sure everyone was happy with the service and going out of her way to support where required. Though we were only there for a few days, she became part of us.

I cannot commend her service high enough.

I made a mistake in booking 2 business trips where the locations were flipped from one week versus the following week. I was able to move one of them, but the other one I was not as I was told I had selected a non refundable room. I called a week in advance to get this corrected and I was told I could move it, but it would cost me a $50 fee, which with all of the business I have given Hilton over the last few years, I was not happy about. The person I spoke with said they would note the pre-approval on the account and for me to call back prior to the arrival date to let them know where I was going to transfer the reservation to, once I had that trip worked. I called back the day prior to get the trip rescheduled at another Hilton location and now I am being told they can not help me and that I had to do this 3 days prior, which I was not aware of and I needed enough time to work out my next trip. Honestly, I can not believe how inflexible this last person I spoke to was and unwilling to work with me on this one time situation. I will be giving my future business to Mariotte moving forward. I hope they find the loss of business worth it!

I last 2 power chargers. I contacted the police and filed a report. A strange call came in from Doubletree...which was not an attempt to resolve the issue. You have to be a ROCKSTAR..to get decent service.

Rooms were nice but we went to floor 18 to haves drink with a few friends. I asked my wife to grab me a Merlo… my wife drinks Chardonnay and my friend drinks old fashioned. Bill will $100. Upon questioning the bar tender a Chardonnay was $25 the old fashioned was $25 and a glass of Merlo was $50. This is absolutely extortion. I paid but will never have drinks here again. I have been on cruises and all sorts of venues but never paid $50 for a simple glass of merlo. Buyer beware.

DO not book at Double Tree Hilton in Coventry Paradise way . I am an elderly lady with crippling arthritis - they put me in a room without heating in the middle of winter. they refused to offer me another room and i had to go to bed fully clothed with my coat, hat and scarf on. I am now fighting to get a refund - disgraceful

This stay was for our anniversary, the staff were so hospitable and couldn’t do enough. we walked into the room to see rose petals in the shape of a heart on the bed and on the floor, also given an upgraded room. This really made our day complete, couldn’t commend the staff enough and the facilities of the hotel thank you so much !

I cannot recommend Hilton Hotels in anyway whatsoever. No only was I stunned to see how "cheap" the interiors were and how vulgar the overall experience... (a real experience !) but also since the recent news re Hilton and the type of salacious people they accept to host.. I have been totally put off. The idea of staying overnight in a room near some guest "thugs" .. is wholly disturbing. So... never again will my family stay there.
Such a shame it has gone down the drain.

Your service sucks!

We've been waiting for a promised refund since September, and you have failed in spectacular fashion to live up to your bold statement of:

"Our goal is to exceed your expectations by providing the highest service and quality standards," is quite clearly utter rubbish, as we still haven't received our promised refund.

I'll therefore start with our original complaint, and then I'll add your excuses/replies as we move along;

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It’s gone 10.50pm, and it’s impossible to sleep in our first-floor room in Hull, due to the thumping music reverberating from the bar!

I’ve complained to the front desk (I swore because I am so angry), and they said the Base must have been turned up.

No sh*t Sherlock!

However, even after the receptionist found my complaint amusing, nothing changed!

I am not a party-pooper by any stretch of the imagination, but I do not want to be part of someone else’s party without actually being invited to their party.

I’ve now read other similar reviews, so at least I know mine isn’t a uniquely rubbish experience!

Visited for a seminar. Gave plenty of notice on dietary requirements as I have coeliac disease. Food was provided separately on arrival at the restaurant. Unfortunately within 2 hours of eating I was very poorly, first time in almost 3 years where ive been "glutened". If you have any allergies I suggest you do not eat here

£100 fine for parking in car park. There's no sign or notice. I met my brother (he was staying the night) for lunch here at the Doubletree Hilton Cheltenham. A week later I received a parking fine for £100.

Stayed here whilst visiting family for Xmas. Hotel was dead (car park too). In the lobby area was another lovely couple and no one else anywhere. Rang the bell and a member of staff (who I will not name here, but her first name began with a K) appeared. Tried to check in (at 2.30pm) to be told check in is at 3pm. The other couple advised they were told the same.

Long story short, the member of staff gave a whole host of (what I believe to be made up reasons) for not being able to check us in early even though the place was dead and we both just wanted a key (no use of the room) so we could head out to see our families.

Eventually got her to check with the Ops Mgr who told her to sort us out. Got into the room at 2.55pm (thanks!).

I really don’t understand why the inflexibility. We all felt like Mary and Joseph and guess who the donkey was (Hilton).

Will avoid this chain in future where I can. Would recommend they stick with homing the boat people where their choice is limited and customer service and experience matters not.

What an awesome experience! Hilton Cheltenham. 40 min from reception to getting my room key, but don’t worry, was offered £5 free parking. EV charging took an hour to sort out. When I raised this with the employee at reception, she was too busy talking to her boyfriend to ever care. Please don’t waste your time here - you would get better service at a fuel station.

Arrived to book in and there were no parking spaces. Despite the App asking you to tick, if you required a parking space.
who wouldn't when you arrive at a hotel? You expect to park there!! however, even if there had been a parking space. They wanted £25 a day to park. So 2 days £50 an absolute rip-off. Other customers booking in at the same time were also all complaining about this. As it was, there was no parking spaces. So I then had to drive around York town centre, trying to find a parking space, and that still cost me £25 per day. The staff do not care. What is the point of having an option to book a parking place? Then, not have one available, and it should be made very clear that the parking is not free.
Most Other reviews for this hotel group worldwide gets a one star review for the most part.
Avoid

Lies lies and pay extra for service. Doubletree Hilton Hyde Park
Rang to confirm booking week before stay and to ask if an early check in was possible, yes it’s available. Rang day before to confirm again it’s available. Arrived at the hotel 11.30 asked to check in, advised room not available. Explained above and staff member asked with a smug grin did you talk to me? If you pay to upgrade your room we can see if it’s available. Didn’t check in, walked out, went into central London for a meal and show returned afterwards to check in. Despite having whole day to prepare room items not replenished had to contact front desk. Awful service, Awful attitude, Awful customer service, lost a loyal customer who won’t return- offered extra points by way of trying to resolve issue by counter staff. Points to stay here again, haven’t got the words!

I showed up at the Doubletree Times Square Hotel around noon, and it was great that they got me checked in by 1:15 PM. That was definitely appreciated after the trip in.
This place is always busy—that’s just how it is with the location—but honestly, everything seemed to run pretty smoothly while I was there.
My room was really clean, and I have to give credit to housekeeping for doing such a nice job.
If there’s one thing I’d suggest to make things better, it’s adding some signs in the elevators. Guests need to know to tap their key card on the little round reader, then hit the floor button. Plus, it’s important to let people know you can only get to your own floor with your key.
The elevators are pretty slow and get crowded, so you end up waiting a while sometimes. When it’s packed, it can be hard to reach the buttons, and if someone tries to help by pressing your floor for you, it usually doesn’t work because their key doesn’t match. It all gets kind of confusing, but some simple signage would make a big difference.

Stayed at the Double tree by Hilton in Chelsea London . Checked in online before I got to the hotel . Check in was 3 . I got there 3.30 to be told my room wasn’t available . This is despite me checking in online before. Gave me another room . One lift was broken which meant long wait to get to the upper floors . Card for room wouldn’t work . No lights at all on the door when I put the card in . Went back to reception. Guy programmed the same card and said to keep it away from magnetic things , phone etc . I told him it didn’t work and hadn’t been near anything . Card still didn’t work. Back to reception to be given the same advice again . Told him to use a new card that , that card is obviously faulty . Put out the do not disturb sign in the door . Cleaners hoovering the corridor from early . Check out was 12 . At 10.20 the cleaner was banging on the door to know what time we were checking out at . Told her the do not disturb sign was on the door , she still asked me again what time we were checking out at . They really need to look at their customer service