Hilton

@lizgiancarli Thanks! We will review and reply momentarily. -Tamar

@Hilton Sent

Hey @hilton how do you think it's appropriate to send an email detailing a huge construction project happening at the hotel I am staying at right after the cancelation deadline passed and I have checked in digitally. I am a gold member and have 3 more stays booked in the (1/2)

@lizgiancarli We'd like to take a closer look and discuss this further. Please send a DM when time allows. -Tamar

@Hilton Next two weeks. The email states the gym and business center are closed, some of the elevators won't be available and there will be construction noise starting at 8AM. This is super uncool especially since none of this is mentioned on the website or mobile app.

@umuhoee We are sorry to hear this was your experience. We can certainly follow up with the hotel management. Please send us a DM with your reservation details including the hotel confirmation number, full name on your booking, phone number and email associated. Thank you. -Dawn

@HiltonHotels @Hilton is it standard practice to cancel resv the week of a reservation when it was book in jan in order to people to pay the surge prices around a concert. My group and I were then transferred to a Marriott without our consent and left with no info #bts #btsarmy

Hello there, we're sorry to hear this and would like to look into this further for you. Please send us a private message with your confirmation number, along with the full name and email address, telephone number and details as to why your reservation was cancelled. We'll be on the lookout for your message. Thanks. - Deb

@Hilton You canceled my 600K-point Santorini booking 4 months out, recommended Canaves Oia as the alternative, then told me on the phone twice that nothing can be done to rebook me there. Case #269999508. Hoping someone here has more authority than the phone team.

Hi Miroslav. We understand how upsetting and unacceptable it is to be charged twice for the same stay. We truly want to review what happened and determine how this can be addressed. To take this forward, we need to securely verify the reservation and payment details associated with confirmation #3402418054. For your protection, we’re unable to review or confirm card information publicly, and our team doesn’t have access to our hotel’s billing systems. Please send us a DM, so we can continue safely and look into this properly. We appreciate your loyalty to the Hilton brand and the opportunity to assist. — Rissa

Melissa, I appreciate your concern for my privacy, but there is no sensitive info left to hide. I have already shared the reservation number and the fact that I was double-billed due to your operator’s insolvency. This is not about "payment details" anymore; it’s about a principled stance: Will @Hilton take responsibility for its brand partners or not? I have already tried your private Guest Assistance (Deepanshu A.) and was dismissed. I am keeping this here so other travelers can see how Hilton treats guests when things go wrong. If you have a solution, feel free to post it here.

@HiltonHotels ⚠️ Beware of booking with @HiltonHotels! ⚠️ I had a terrible experience at Hilton Garden Inn Innsbruck Tivoli. I arrived with a prepaid reservation (#3402418054), only to be told that the operator (REVO Hospitality Group) is insolvent. The hotel—still flying the Hilton flag and using its systems—refused to honor my payment. I was forced to pay for my room a second time on-site! I booked through Hilton and stayed at a Hilton-branded property because I trust YOUR brand. I am not a creditor of REVO; I am a guest of HILTON. If your partners fail, the brand must take responsibility for the guest experience. You cannot simply hide behind "new management" while the name on the building remains the same. How can @Hilton @HiltonHonors allow this double-billing nightmare to happen to its guests? I expect a fair resolution and compensation for this total failure of trust. #Hilton #HiltonHonors #TravelAlert #Innsbruck #CustomerService #ScamAlert #REVOInsolvency @HiltonNewsroom

@Petrieam777 Hi Andrew. I am sorry to hear of the disappointment this has caused. Could you kindly send us a DM so that we can look into this further? Thank you. - Lyssa

factual: @HiltonHonors @Hilton 27-night stay credited to wrong guest, underpaid on points, promised correction never completed, now no response for a month. Case #96087750. Need escalation.

Hello, Luis - we're sorry to hear this and would like to learn more. Please DM us with the name and location of the hotel, the arrival date, your Hilton Honors account number, full name and email address, so we can further assist you. Thank you for your loyalty - we'll be watching for your message. ~Athena

Disappointed with my recent Hilton stay. As a Diamond member, I was charged a “PET FEE” for a legitimate service dog, then later given conflicting explanations by management. Room also had moisture odor and poor cleanliness. Expected much better service and accountability. @Hilton @HiltonHonors

Then there’s me at the waffles 🧍🏻‍♀️

@RobBeahn Thank you Rob. We would like to document your experience. Please send us a DM with your Hilton Honors number, email address and phone number associated. -Mere

@Hilton Thanks for the response. This morning’s post was inspired by this morning at the Home 2 Suites in Dublin, OH. That brand and Hampton seem to maybe be the most memorable offenders but it seems pretty consistent across brands candidly.

@Hilton Hi! Diamond Member here. I just gotta say the soapy flavor of the coffee has reached a new low. I can no longer even mask it with cream and sugar. Please don’t push me into the loving arms of Marriott 😉

@Guero_lk We regret to hear this kind of feedback. Let’s have a conversation over DM to learn more about your experience. Thanks! -Alaa

@Hilton How am I doing a Status match run and tomorrow I’m already regretting staying at one of your hotels near Ohare Airport with the passive aggressive attitude from the front desk.

@matts98 Hi - We regret this has been your experience, and we would appreciate the opportunity to learn more. Please send us a DM with your full name, reservation #, email address, and phone #. We look forward to your message and to assisting you further. -Merna

@Hilton, when a guest reports chemical burns, safety issues, and significant room failures… how long should we expect to be ignored? Nov ‘25: Stay goes wrong Dec ‘25: Complaint raised Mar ‘26: Escalated to Corporate Apr ‘26: No resolution No accountability. No urgency. #Hotel

@jules_angels OHH of course pending availability always recommend the Hilton Garden Inn Silverstone! DoubleTree by Hilton Milton Keynes is also pretty close in distance as well! 😃

@Hilton What about…uh…if im headed to Silverstone? 🙋‍♀️

Speaking of Paid Time Off…where is everyone headed this summer? Maybe to Vermont? Maine? We could drop some suggestions 😉

@norrisprix So pretty too 😍

@Hilton the paris one chefs kiss

Well, I think I might just have to STAY forever!!!! ♓♊

@Olivercolb Thank you. We have received your DM and will respond there shortly. -Dawn

@Hilton Thank you Calvin, DM sent

@Hilton I booked a room in February for $137/1 night. I checked in on your app and chose my room. According to your staff, the room I chose was an upsell however the app did not indicate that. I was charged $239. The property refuses to refund me. That's not right!

@LegalAmerican4 Kevin, we have sent you a Direct Message and look forward to your Direct Message reply. ~ Athena

@Hilton Hello Calvin. When I try to send you a DM it won't allow me. Any other suggestions?

@HiltonHotels @Hilton Your Hampton Inn and Suites in Alexandria, Virginia can't send someone up to our room to vacuum when the previous tenants left a bandaid and crumbs all over the floor? Maybe before the cleaning crew left for the day, they should've cleaned.

@ElectBeaven Hi Heather! We want to look into this for you. Can you please DM us with the reservation details and your contact information? We're here to help! -Natalie

Hey @Hilton I’m at your @MayoClinic property in Jacksonville. They are charging us $50 more than the price we booked on-line. Stay tuned because I don’t think this is going to go the way it should.