Doubletree by Hilton Heathrow Reviews 426

My husband and I went to Hilton in pvr Mexico in January of 2020. On day two of our trip my husband slipped in an extremely slippery shower that had no showermats or treading or handrails. He couldn’t get up so I called front desk. They let him lie there naked for over an hour or two before they even would call an ambulance. He has medical insurance but we still had about $15,000 out of pocket expenses. I have been trying for a year and a half now to be reimbursed for our expenses. No one From the Hilton hotel to the ceo or inbetween has not helped me out. My spouse and I will be left with this for the rest of his life. His hip was broken very badly and has a very had time walking and it is very painful. We spent our vacation in the hospital for a week and missed our flight home. By Drs orders had to we had to pay for a second flight first class to get home plus two nights stay to another hotel as they refused to put us up at the Hilton this is just a price of our nightmare

Attempted to give us a room less than what we paid for. When we asked for a refund in Jan 2021, still nothing. 600+ is a lot of money to take from a family of 6. We paid for 3 vacations in 2019. Only experienced 1. We just wanted to enjoy a family vacation spring 2021 but we ended up paying for a airB&B instead. I would never stay at another Hilton again.

I always enjoy my stays with Hilton hotels and resorts. However, my boyfriend and I booked a trip to Myrtle Beach for this August. His date that he was coming back from his deployment through the military got changed so we had to change our reservation. He was getting charged ridiculous amounts in his Verizon phone bill for long distance calls so he asked me to call the Hilton honors phone number to change our reservation. I called and explained to them what I needed and why we needed to change it. They were nothing but rude and unhelpful. They told me he had to call even though I had every confirmation number and all of the information to his Hilton honors account. They even said it would be different if I was his wife..pretty sure you can’t prove whether or not I’m married to him nor should it matter when I had all of the information needed. Very disappointed in the service of the customer service. It was also difficult to understand anything they were saying due to the communication barrier. Maybe someone that understands English could’ve helped me better. I’m only giving it a 2 star because I don’t want to put down the employees of the beautiful hotels and resorts I’ve stayed at in the past.

Dear Tru by Hilton Corporate,

I am very disappointed for my stay from April 15th, to June 30th. The management was the most discriminative and disrespectful management I have ever come across in my life. I am shocked they are even in the customer service business. After 36 days the managers Caitlyn and Lauren denied me my tax refund, and proceeded to charge me tax illegally every day after for 76 consecutive days. They also made me move rooms against my will with 5 minutes notice, 4 times during the duration of my stay at early in the morning even though my reservation said I was in the current room for more days. When Caitlyn called my room she was very rude and said I have to switch rooms so they can change filters, which they did not change by the way, but then proceeded to changing my reservation against my will and checking me out of current room without my consent. She insulted me vulgarly on the phone intentionally and forced me to move against my will then hung up on me without me having a say in it. I felt so violated. Lauren threatened me with lawyers' numerous times and was disgusting with me on the phone saying that I had to leave before noon the same day for no reason. They changed my reservation without my consent a dozen times, and altered my price without my knowledge and my consent as well. They kept me checked in until July 1st even though I checked out on June 30th. They double charged me multiple days throughout my stay, and denied to adjust it. I have every single conversation recorded, and documented, and I also have every single reservation and receipt copy that they changed before and after every single change. This is unacceptable and I couldn’t be more disappointed.

I have Diamond status with Hilton Honors. As I speak, I have been on the phone with Hilton Honors Cust Service for almost 2hrs. I called because of missing points for several weeks of stay. I should not have to call in the first place, the credit should be automatic. But the phone rep could not credit my points because "the system would not allow" her. She also could not get a supervisor on the line.

30 mins to reach a human, 30mins of rep messing around, and now almost 60mins waiting for a manager. This is supposed to be a luxury brand catering to the most loyal customer - a Diamond member.

I travel for work and stay at many hotel brands, but increasingly I am getting disappointed and not impressed with the Hilton brand. And that includes stays at expensive and exclusive Hilton properties in Manhattan and Hong Kong.

Hi,We had a complaint on Boxing Day 26/12/20 which was resolved by their head office with a free night stay next time,
But when I try to contact their customer service I get bombarded with different questions then asking for £5 to answer.
I thought American customer service was the best in the eWorld? But do far not true

Firstly, the standard wifi is absolute trash and unusable, and the "premium edition" is $20 a day and still trash and unusable. When I pay $170+ a night, I expect to have somewhat usable wifi connection

Firstly, I think most reasonable people, I included, would understand that services are stopped or curtailed and amended in the Pandemic. No issues on that topic. What is irresponsible and deceitful is to not tell people upfront front and trap them into paying, when you know the service is not available and don’t make it clear.

Hilton, once I had made the booking and paid, then emailed me a confirmation stating that there may be limited services at the hotel and to check the website.

So I had already committed myself, booked the same day and was unable to then cancel, irrespective of what I then may have seen. In any case, no mention of the restaurant closed.

I arrive at the hotel to find out no restaurant open, no room service, no exec lounge available, no drinks vouchers when I asked as sometimes diamond members get them at hotels with no lounge or lounge out of action. So no recognition of loyalty at all other than a King room given.

Antonio dealt with my checkout. Complete lack of empathy or caring in any way. Felt like a used face towel in the rooms. No value and he wanted to move me on ASAP.

My overriding point is, advise guests in advance, give people choices. It is deceptive in my opinion to advertise your rate and hotel, with no warning or mention and no mention at the checkout stage online when paying. I have the screenshots and was prepared to show them and the booking process to Antonio but he didn’t want to see it.

When you eventually click through to the hole messaging deep online, it states no room service but that the restaurant is available with limited service. In fact, it was closed completely. My PA booked me into a place that I wanted to eat in to avoid having to expose myself to COVID outside my hotel.

1,000 points were only on offer to compensate. When I simply tasked who the GM was, he fought back stating she was not in today. Simply trying to understand a name and I get push back and arrogance.

So what I need to do now is write this review to let people know of my honest but super worrying experience, make sure people know that this hotel deceives people upfront and obscure the facts. They do not even tell people at the checkout stage online what the restrictions are, and then email them saying there “may” be restrictions and to go back to the hotel website. All along knowing they {hotel} have trapped you into a rate and stay that cannot be amended because I booked the same day.

If that is not false advertising, not sure what is. So in addition to this review, I will write to the ASA. I have these screenshots and the hotel continue to behave in this way today if you look online.

The super annoying bit is, I was reasonable beyond belief but the hotel handling on the day of checkout was lamentable. Total and complete apathy.

I advised my option was to write a horrific review and still no attempt to solve the issue other than a gift of 1,000 points.

So not only buyer beware but stay well clear of this place. They just don’t give a damn and clearly, in the recovery stages, they don’t want to delight guests in any way. Never mind when it goes wrong.

If you are that GM, who wasn’t in on Saturday (understandable) but Antonio initially wouldn’t tell me who you are and got all defensive, then please please think about this from a guests view. My tier status is not even a mention here. Even a first-time guest should not be treated this way.

Waken up Hilton, this is 2021 and Hotels need to fight for their continued survival!

I’d love to be contacted about this stay.

Have just returned from 'afternoon tea' at the Cardiff Hilton Hotel. This was the worst afternoon tea I have ever experienced for the following reasons:
AMBIENCE: Like being in a corridor with very little light
FOOD: Basic finger sandwiches: stale tasting cheese and tomato; fish paste; tasteless ham;
Dry, stale scones; with a variety of synthetic looking cakes none of which could tempt me to try.
DRINKS; Lukewarm tea

Stayed at the Double Tree Hilton in Stoke on Trent, last weekend (mid Jun 2020). Had to write and say what a great experience it was. Appreciate the fact that there are rules currently in place with certain restrictions but that didn't stop the welcoming experience we had. Rooms were immaculate, airy and bright. Ordered room service which was speedy and food came up hot. Breakfast was plentiful and tasty and the area was again clean and well looked after. The girls behind the front desk are definitely worth a mention (don't normally name people in reviews but a must on this occasion) Jade and Lauren, so very helpful and happy to stop and give their guests some time in conversation, a rarety in this busy world. Customer comes first definitely is on the menu at this hotel. Looking forward to returning again soon.

Booked into Hilton Hotel Leicester for two weeks. Room grubby/dirty and worn. Stains on floors, walls and ceiling, broken window catches. Expensive 6 GBP per night which over my two week stay mounted up. Issues raised with staff but no results. At check the lady actually said "oh I see you are still in the same room" which strongly indicated that they had discussed my situation and decided to move me but forgot to inform me about it! Order one evening meal, very bland, starter uncovered on the tray was almost cold and main meal looked very sad! Injured my leg on uneven flooring and what I received from the Hilton was a bucket full of ice, thanks Hilton!!

It’s the billing. I was deceived. I was charged an additional $50 per night that I was not advised over the phone. However the hotel only charged me 335.10, and specifically told me that the $150 will be back in my bank account within 5-10 business days. I still have not received it, and now my bank has overdraft fees. Would not recommend using a card linked to your bank account. Called customer service representatives were rude, and in a rush. Last time this company will ever get a penny out of me.

A family weekend trip to Daytona Beach Hilton Resort
The room was average and needs updating, although clean with a fantastic view. The pool area was awesome with easy access to the beach. Most of the staff was very nice and friendly except for the buffet restaurant on the second floor. We ate there upon arriving because of the time. The food was average some dishes over cooked. The server was awful. Forgetful (drinks and no silverware). She was unable to serve the drinks from her tray and asked a member of our party to serve. She did not get our checks correct (party of 8). 20% gratuity was included on multiple bills that she did not earn. Sunday morning we tried the restaurant again the hostess was not accommodating because two members of our party joined us late. She was argumentative and rude even though the server tried to assist us. We left that day without eating. Checking in and out took a long time due to a line out front to get parking and then again inside at the desk. After arriving back home I discovered a bathing suit was left in the room. Speaking with house keeping to get it returned to family members that were still there, no suit was turned in they said it was not found. I know for a fact it was left the the bathroom. Very disappointed in Hilton Hotels and Resort.

I wish I could give less than 1 star, & I am NOT one to write reviews!
But this is unacceptable..
My boyfriend & I took a trip to St Augustine for a parents getaway to have a fun relaxing trip & splurged & stayed at Hilton as it is right on the bayfront. We stayed 3 nights - on the first night my boyfriend complained of being bit & itchy. I brushed it off as it could’ve been from mosquitoes. Second night he complained again & had more bites. I couldn’t think of what could cause these bites. Third & final night he woke me up as he found blood on our sheets & a BED BUG on his hand. I went down to the front desk half awake in the middle of the night to tell the front desk employee, he offered to change our sheets but did not have a room for us to stay in as the hotel was completely booked. Which what good does changing the sheets do in this situation.. but again being half awake & exhausted, we had no other choice. We gave the front desk employee the bed bug & he said he would show the general manager. (whom
we never heard back from) You would think at Hilton they would care about this situation & handle it a bit differently. At check out the front desk employee Matt offered to refund the last night & apologized. We still had to pay $800 !! The bed bugs were there all THREE nights. We would have had a better stay in a tent at the State Park.
My father found Hilton Bayfront on google & booked the hotel while it was available as it was for a holiday wknd (memorial day)
we have sent emails to the management & Hilton feedback w/ no response.
We finally today , 3 days later, talked w/ Branden who is a manager there & asked for him to make things right for us as this was a very disappointing trip. Unfortunately he felt like we didn’t deserve to be refunded & was okay w/ us taking this matter into our own hands, getting an attorney. He also stated that only ONE bed bug was found in the room which is obviously not true. Branden was not charismatic & could care less of what we went through at our stay. Which is so sad as a manager of the hotel. I have pictures of the bed bug along w/ all of the bites that were all over my boyfriends body. I will be sure to let any friends & family & others know our experience at the Hilton Bayfront in St Augustine.

Hilton Clearwater was a nasty hotel
We had black mold in the bathroom and this was the second room they moved us to.

What an absolutely terrible hotel.
Paid £130 per night and the room was like a travelodge room. Basically a box with cheap furniture. I complained but no rooms available. Will NEVER stay in a Hilton again. The staff were understanding but limited and couldn’t do anything. DO NOT MAKE THIS MISTAKE. DO NOT BOOK A HILTON, GET A MALMAISON OR RADISSON BLU
OR SOMEWHERE.

Hampton by Hilton in Leeds City Center Starting with there being no water available for guests to drink, you have to buy, to the breakfast consisting one banana one miniature size orange to something that’s meant to be a burger but is not, to the quality of customer service which is non existent. You’d be better off not calling reception. Y’all can surely do better.
Only good side in my view is the clean room and reception area.

Hilton has probably the worst customer service I've ever experienced... they are the Xfinity of the Hotel world. Twice I have called them and been on hold for upwards to 80 minutes! The second time, they just auto hung up on me while I was holding! This entire chain is a huge scam and waste of time/money. BEWARE! Stay clear and choose a much more reliable chain, such as MARRIOTT! Marriott has never treated me poorly and always provided top notch customer service. Never again will I "attempt" to stay at a Hilton.

I made reservations 2 weeks ago. Stayed for a few days.... (Mission Valley) my room was dirty upon arrival and old food left in the refrigerator. So the room was smelly. I yet have not received my deposits back. I'm pissed! Customer service is never available when you need to dispute a claim. And they keep you on the phone on hold for the longest. Just ridiculous! NEVER AGAIN!

Why wont you refund me...this is so unfair. I have spent so much time and money trying to get my own money? I have been going around in circles even running up a phone bill calling the hotel directly and still nothing.