Hilton Corporate Office, Headquarters, Phone Number, and Complaints 

Hilton, No Customer Service Hilton Orlando Buena Vista Palace! I made reservations for my family we were going to celebrate my grandsons 4th birthday. We arrived at the Hotel at 4:35pm since it stated on the reservations that check in was at 4:00pm. To my surprise the room was not ready supposedly passing final inspection as per the front desk because the Manager later indicated that the room was just not ready due to the Hotel being busy. We were instructed to go ahead and park in the self park since it was paid through the reservations just push the Help botton and you can park. That became a total nightmare! The gate went up we passed but not without an incident the rail fell on the car (see pics). I called the hotel to ask again for assistance and was told my room was available now its almost 5:00pm, the manager comes online and tells me I have to understand that the notification is done manually but they are so busy they had not had time to notify us..great..he indicated that the resort fees, and parking would be waived. So a $100+ plus which is not even enough for the damage of the car the wait and lack of customer service. Let Me say this is the first time at a Hilton we use other chains but this was the closest to Disney Springs and it will be the last time it has been the worst experience. Your browser would allow me to download the pic if needed contact me.

Hilton, Disgusting Facility! March 29, 2025. We wish to bring to your attention the dismal performance, our dissatisfaction with how we were treated, and our utter disgust with the facility of one of your allegedly premier locations: Hilton Phoenix Tapatio Cliffs Resort. Our stay that was to occur March 26 through April 1. When we registered online, we called ahead to the Hotel Reservation Desk to request a ground floor room in the main building. As returning guests we found the hillside layout was difficult for Claudia to navigate following recent surgeries, thus our request for this year’s stay. We were to visit our grandchildren, including a recently born granddaughter, for our in-person introduction to her and to attend her brother’s third birthday party. We were advised a note would be made of the ground floor request. When we arrived, we called ahead as we were early and asked to check in. We were advised no rooms were available, call back in an hour. Sixty minutes later, the same response. As we entered the campus, we parked in an area that was incredibly difficult to walk across as it was on a steep incline. Many of the parking spaces here are similar in nature. It would not be difficult for a young person, let alone two seniors, to fall back and crack a skull trying to get out of the car. Those spaces and many others should be reworked, made level and made to safely function as intended. They are potentially a liability. When we arrived inside for the regularly scheduled 4:00 PM check-in we were advised there were no longer any rooms available on the first floor, so we were booked into an interior room on the second floor overlooking the family pool area/courtyard. We were unable to easily access our room as two of the nearby elevators were disabled or malfunctioning. A third elevator took me so far from our room that I walked the hotel for 30 minutes looking for a path to our room. There was no bellman on duty at the desk and we were forced to carry our own luggage to our room. It was at best an inauspicious start to our visit. We were exhausted, perspired and tired before we even unpacked. Once inside the room we determined the 1 King bed Suite Main Building room was incredibly small. At nearly $400/night we anticipated something of higher quality. The closet was small, really made for brooms not travelers. The balcony was tiny, barely three feet wide and made for little people. It overlooked the noisy parking lot. The bathroom was bare bones, water closet style with just enough room to turn around. Pitiful. At this point your AI/automated phone attendant started peppering us with welcome text notes: How’s it going messages. We advised we were underwhelmed by our accommodation. It was suggested we could move to a bigger room (unspecified as to what that would have cost) and we declined as we were unpacked, clothing soaked to the bone with perspiration having tried to even find the room, and in no mood to move so we agreed we would make the best of where we were. The first morning we awoke to bug bites and wrote them off as a minor nuisance. We showered (the tub did not drain properly and backed up as we did so, BTW) and headed out for the day. The next morning (Friday) we awoke to a small puddle in front of the refrigerator/coffee bar area as the fridge had apparently shut down, defrosted overnight and restarted. We mopped up. However, for the second night in a row we awoke with bug bites, voluminous this time as we were overrun while asleep. Our arms and torsos were covered with bites, my wife was bitten everywhere including in her groin and woke up with blood in her garments. The bites were sore, oozing, blistering and bleeding. We inquired via text message (to the Hotel bot) what was going to be done about the bed bug infestation, making us comfortable and remunerating us for the incredibly disgusting inconvenience. At this point, the hotel manager became involved and apologized, offered again to move us to another building and room, ordered an in-depth inspection of the room and sent security to our room to document the reported issue. Interestingly the security guard would not enter the room and opted to stand outside rather than come in, look for himself and ask questions (likely because he was fearful of being infested by bed bugs himself). To placate us, your manager then made the insulting offer of “a complimentary breakfast for the remainder of your stay.” We had had enough. Our vacation was ruined, we were violated, more than dissatisfied with the venue and wanted out. We asked the manager for help in finding a nearby hotel we could move to since we did not wish to risk another room at Tapatio that might also be infested. We were provided with an online link to another Hilton property and told to reach out on our own. Minimally a call on our behalf to the other venue by the manager would have been in order if excellent customer service was the standard. We were done, we had it and now ready to go home and miss the time we will never get back with our young grandchildren. We asked for a full refund which allegedly will be provided but yet to appear on our bank statement. We also asked for the hotel to cover the additional costs associated with having to return home early and purchase a $700+ airfare charge. We were denied. We asked for the hotel to cover the cost of our rental car which was prepaid and subject to loss of fees with an early return. We were denied by the hotel manager.

As the former Director of Customer Service when I was working, I would think your organization would want to do whatever it could do to facilitate the departure, accommodate the aggrieved customer’s requests and provide some reasonable level of compensation to help cover charges incurred due to your broken down, infested property where a customer had been traumatized, violated, in pain and suffering and found to be bleeding due to zero mitigation of a problem of which your facility is well aware. Interstngly Enough A Quick Web Search On Google Of Tapatio Cliffs And Bed Bug Infestation Serves Up Innumerous Reports/Complaints About Bed Bugs And Other Insects, Dissatisfied Customers, Dating Back To 2011 At This Facility. As an added insult to physical injury, your automated AI/chatbot wrote me as we were leaving, “We hope you enjoyed your stay at Hilton Phoenix Tapatio Cliffs Resort and hope to see you again soon! Have a perfect day! –Gabriela.” To which I replied, “I’ve had colonoscopies that were more pleasant than staying at your hotel.” We intend to notify the AZ Attorney General, the AZ State and Phoenix Department of Health Services, the Tourism Bureaus of both governments as well as local and national media consumer advocates about how poorly we were mistreated, how ineffective if anything at all is being done about the infestation at your facility and the lack of basic concern for a returning customer. We have incurred close to $1,000 in additional costs, a ruined vacation, and forever lost time with our family. We’ve spent the past 20 hours cleaning, fumigating and laundering clothing to preclude the spread of your bed bugs in our home. We are dishonored to be paying customers of Hilton Hotels.

Sincerely.

Hilton, Home2 Suites Temple Location; Beware. We are staying at this location for work. We came in for the evening tired and ready for a rested evening and a good night’s sleep. Several disappointments later: 1. No remote in the room. We tried to phone the front desk and our phone did not work. Went downstairs to get a remote and we were given one that did not work. After going back downstairs it was discovered that it needed a battery. That’s okay. Just a mistake. 2. No hot water. The front desk attendant came up stairs and told us it would be taken care of in the morning. A maintenance person would come and change a cartridge.I guess we will have a cold shower in the morning. 3. The room isn’t cool. The air conditioner is set on 66 and it is hot. I doubt we will sleep at all. 4. I phoned the front desk to ask if the maintenance person could also look at the air conditioner in the morning while checking on the hot water. I was informed by the front desk attendant, who claimed he was the manager, that the maintenance staff does not work on the week-ends. It looks as though we will have to stay in this room. I am very very frustrated with this hotel. We have stayed at this location several times for work and the last time we had issues as well. Also, the hotel “manager” was very rude and very empathetic to my situation. He was very arrogant. I hope to receive more than a generated e-mail. We will see.

Hilton, If this is the best you can do, just sell everything to Holiday Inn. Double Tree is suppose to be a “Premium experiences” according to your website. I can not believe that anyone from Hilton has ever seen this facility. This place is disgusting. The lobby is not too bad, clean, but once you leave the lobby and I mean step on the elevator, you know you are in dirty, poorly maintained facility. From the dirty elevator, to the hallway carpets that are stained beyond cleaning, to the old worn out filthy chair in the room, to the saggy old mattress, this is not a property I could recommend to anyone. Perhaps the most interesting thing, and concerning from a cleanliness standpoint was the lavatory floor. When you walked into the lavatory, the floor was dry but as you stood there, a strange thick, glue like substance seeped out from between the seams of the very cheap engineered flooring. This is concerning for two reasons. First, what is it you are stepping out of the shower onto and secondly, what is growing in the dark moist underfloor that is now leaching into the air you breath. My first thought was to notify the local health department, but I am sure they would dismiss it or follow up a year from now.All in all, I can not believe Hilton would be remotely affiliated with this facility. Until a year ago it was a Holiday Inn. I can only assume it did not even meet Holiday Inn standards and was dropped by the IHG line and somehow managed to get a contract with Hilton. I still can not believe Hilton is even affiliated with this place, much less allowing them to be a Double Tree. I stay in hotels about 90 days a year, this is the worst hotel I have been in since a Choice facility in Indiana 4 years ago. Do not stay here. For the quality of the facility this would be a $75 a night hotel anywhere but Miami. If you are going to spend $200+ a night, there are so many better facilities in the area where you would be safer (this place is in a rough part of town) and sleeping in better conditions. However if you are looking for call girls to be walking your floor at 4:40AM, this place is right on target.

Hilton Outrage. I erroneously canceled my Expedia reservation online, immediately calling Hilton (within a minute or so) to explain my error. Hilton charged me $355 and refused to either reinstate the reservation or refund the room cost. To me, this is tantamount to stealing. There is no reason why Hilton can’t allow me to correct an online mistake within a minute of having made it.