Do you agree with Hilton Hotels & Resorts's TrustScore? Voice your opinion today and hear what 248 customers have already said.
Hilton Hotels & Resorts is an online company. Based on 50 reviews on TrustPlane, it has an average rating of 2.0 out of 5 stars. Last reviewed January 24, 2026.
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;-------------------------------------------------------------------------------------------------------------------------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 ParkRang 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
My impression completely changed after this stay. From the moment I checked in, I was treated with genuine professionalism and kindness by Rajaram, Fatima, and Kwai at reception. I had originally booked a queen room but needed a twin — they went above and beyond to find me a fantastic room that exceeded expectations. Their courteous, polite, and helpful attitude made a real difference.The buffet breakfast was very good — much better than I’ve experienced at other DoubleTree locations. Everything was well presented and regularly replenished.One small issue during my stay: I returned to my room around 2:30 PM one day, completely exhausted and needing a quick rest, only to find that housekeeping hadn’t yet cleaned the room — dirty towels were still there. I was understandably frustrated, but a quick call to reception solved the issue promptly. Once again, excellent service and efficient problem-solving made all the difference.The only other suggestion I have for management is to kindly ask contractors or van drivers not to block parked cars in the car park. I had to wait nearly 20 minutes one day for someone to unblock the exit.Overall, a solid 5-star rating for the exceptional customer service, the quality of the room, and the way issues were handled. I’ll definitely be coming back!
I am writing to express my deep dissatisfaction with my recent stay at your hotel on the nights of 26th and 27th July, during which I had booked two rooms for myself and my family.To my disappointment, the air conditioning in both rooms was not working. When I reported this to the staff at reception, I was told someone would attend to it once a colleague returned. However, no one ever came, and the issue remained unresolved. The rooms were unbearably hot, making it nearly impossible to sleep or relax. We attempted to open the windows for ventilation, but a constant loud mechanical noise from outside made the situation even worse.I raised the issue again at reception the following day and was informed that a formal letter regarding the complaint would be emailed to me, and that I would receive compensation. It has now been over a week, and I have not received any such communication from your side.I also lodged a complaint through Booking.com, through which I made the reservation. Booking.com confirmed they sent your team a message on my behalf, but there has been no response to that either. Strangely, despite the lack of acknowledgment, I continue to receive automated emails and messages asking me to review my stay — which only adds to the frustration.Additionally, the in-room phones were not working, which meant I had to go down to reception in person each time — further adding to our inconvenience.This experience has been extremely disappointing and reflects poorly on your service and standards. I expect a formal apology and appropriate compensation for the discomfort and lack of service during our stay. i am a constant traveller with my friends and I would never ever stay in a hilton hotel.
HILTON HOTELS DOES NOT CARE ABOUT YOU.I was double billed at the DoubleTree in Tigard, OR, I took my concerns to Hilton corporate after the thieves at the DoubleTree refused to refund for the mistake and I have not heard from Hilton corporate. They are either inundated with customer complaints, or THEY DON'T CARE.
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 stageDespite 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 when I followed up in euros 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 and to expect to be disappointed. Based on my experience, expect a frustrating back-and-forth followed by refusal, no matter how carefully you follow their policy.
First I want to say how hurt I was after checking in to the Doubletree by Hilton in downtown Jacksonville Fl on the 3rd of July. After a month of emailing them asking for our room to be cleaned and fresh for our visit. We drove 10 hours to get there. When my husband and I arrived on July 3nd, checked into our room. At first it was fresh. The air in the room was on blast. I have DDD so the air had to go off. After we turned the air off the smell in the room was extremely bad to the point of me throwing up everywhere. Sick to my stomach. light headed. 911 was called and I was taken to the hospital. We had to leave everything in the room. We were told by management that our room would be locked up until we return. That was a lie. After the hospital, my husband went back to the room to pick up our items in the room. $120.00 cash was stolen and a flashing lights I had for the 4th. To make a long story short. Doubletree by Hilton could not locate our money. Please stay away from this Hotel. The injury and my hospital bill is another story. As of 1/13/2026 I haven't heard nothing from this hotel.
As usual the Hilton Digital check in refused to recognise my CC and tried again at which point my CC was blocked...again! Called the Hotel Double Tree Hilton London Excel, passed around various members of staff including a maintenance guy. Finally got put through to reception reservations, female sounded completely bored, no note I'd requested an upgrade, completely un-interested.
We stayed on the 10th floor of the Doubletree by Hilton downtown Charlotte June 14, 2025. The room was clean and beds comfortable. Unfortunately, there was a paint- like smell in the room, but I couldn’t or wouldn’t have opened a window because there was so much mayhem in the street. Extremely loud cars, music, people acting out of control. It seemed as if the police were not doing anything to stop it.
Very grand building, however our room was very small and dark. Cleaning staff and restaurant/bar staff were lovely. Food in the bar was excellent. Health club facilities are a little worn, but good. Take a padlock for the lockers and spare towels - neither are provided and no one tells you this either. My friend and I did not have a positive experience checking in. We purchased a voucher for a Hilton/Pure Spa weekend. Communication with Pure Spa customer services to book the actual dates was painful at best. Checking in to the Hilton was also painful - took well over an hour as all the booking details were wrong. Seems there's a very questionable set up whereby the Hilton reception supervisor had to leave a message with some distance manager in Pure Spa to make payment to Hilton for our room before we could check in. The voucher was purchased last spring so one would assume this would have been sorted well before our stay. No real apology from Pure Spa or Hilton for the trouble, very disappointing over all.
According to TrustPlane, Hilton Hotels & Resorts has a 2.0/5 rating based on 50 verified reviews as of April 2026. Source: trustplane.app/company/doubletree-com
