Hilton Honors: Book Hotels Customer Service

Lately at some hotels when I check in, the current stay actually disappears entirely from the app, it has happened to me several times now. This did not used to occur. The digital key will remain but I can no longer see the details of my reservation, message the hotel, or otherwise use anything but the digital key. In my current stay, this got much worse, as not only did it disappear, but the hotel then somehow could not see my reservation or that I had checked in at all resulting in multiple calls to the room demanding to know who we were and in someone speaking unpleasantly to my wife and telling her with a tone that we were not supposed to be there (keeping in mind we had checked in with digital key, my card had been charged, etc.), and this morning somehow in a new reservation being created and being charged again and at a rate nearly double the rate on my reservation, which I then had to go correct. (And I now have two new stays with nonsensical data for the hotel showing up, perhaps created by the hotel or perhaps whatever phantoms are causing this.) Will I get proper credit for the stay? Color me doubtful. Will I be double charged? Seems not unlikely. I don’t know what’s going on with Hilton’s systems but it has now reached a point where the app and/or back end losing your reservations is pretty seriously adversely affecting the stay experience. — Diamond guy who is becoming afraid to use the app at all

We usually always stay in Hilton Properties when we travel for business and we travel enough to be Diamond customers. The Mobility Accessibility is nearly always perfect. My problem is that we cannot afford ourselves of the early check-in, because when I do, your app puts us in a standard room, which is totally incorrect. I had a circumstance when I did early check in and when we arrived, all of the handicapped rooms were taken! But, that was not the case when I made the reservation. The other problem is that rooms are not always identified appropriately in the system. If I book a room called hearing/mobility accessibility I would expect it to be both hearing AND mobility accessible. However, that is not always the case. Sometimes this is only a hearing accessible room. Your rooms need to be clearly identified and your hotel systems and the staff need to be able to easily understand the difference. As long as I am reviewing, I also want to mention, and to me probably the most important, Hilton and really all hotels, need to consider designing new hotels with all mobility accessible rooms on the ground floor. Being close to an elevator is absolutely no help in a fire. Having to wait for help could be the difference between life and death for someone unable to walk down stairs. While not expecting this request to be something retrofitted, it should be a consideration in future design. Thank you!

Horrible experience at Hometown Suites at Perimeter, Atlanta This newly built establishment will quickly drop from 4 stars to 2 stars merely due to lack of quality cleaning and care! The showers have mold spots, the bed squeaks, the ceiling in room 405 has visible cracking from water damage. We moved to room 411 after maintenance SHATTERED our shower door and FAILED to clean up the glass before we returned to our room after being out for NINE hours!! As my husband and I carefully removed our personal towels and toiletries tip toeing thru piles of glass which by the way spread from the bathroom to the bedroom. Shameful that the hotel staff would risk the safety of their customers and the reputation of the Hilton establishment!!! While offered a measly one night refund, the manager thought doing so was more than accommodating for a Hilton Hours member residing in the facility for FOUR nights. The pool is filthy, appearing to be less than kept clean! Oh and might I add the duvet cover that slides to the floor every night leaving you with a mattress pad like cover. Oh and watch out for the rotating crowd of young adults in their early 20’s wreaking of Marijuana and kids cooking dozens of waffles, unattended to only throw them away without even taking one bite!!! Waste of food in which we technically pay for as part of our room rates!! I hated the entire EXPERIENCE and would NOT recommend them to family, friends or even an enemy!! Hilton...Quick...take charge!!!

The Hilton Garden Inn in downtown Colorado Springs, CO is a very nice property with such helpful staff and a parking situation that absolutely stinks!! Parking is next door and shared with a bank which claims the bottom floor from 9-5 weekdays . That leaves the uncovered top floor for hotel guests…..several inches of snow and ice overnight and a steep slippery ramp to get up. Not fun…Hotel looks very new and clean. Housekeeping was great. Very quiet during my four days in town for a family surgery. Staff, especially Billie Jo and Ramon were particularly kind and helpful to me as a mature woman doing her first solo cross country trip. There were a few glitches, like when the heater in my room scared the life out of me when it had some kind of breakdown that caused it to starts sounding like two giant gongs were clanging together. Conor quickly assisted me to move to a different room…on a different floor! Seem to still be working out some of the security features. Supposed to use key to operate elevators above first floor. When Conor moved me to a different floor, he waited for me too use my key card and I told him I had not had to use it in the elevator the entire time. Daughter’s key card only worked some of the time. In all I wouldn’t hesitate to stay there again in similar situations, and after I left , my daughter stayed there until her husband was able to leave the hospital for home.

My iPhone and iPad have the Hilton honors app. I always check in the day before a stay using my iPad since it has a bigger screen. In the past after checking in, I have been asked if I want a digital key, which I do not request from my iPad. I then open my iPhone and request the key. I upgraded to the latest version of the app 6 days ago and used it to check in for a stay 2 days ago. For the first time ever it automatically processed a request for a digital key as part of my checking in without asking if I wanted one. That put the key on a device I can’t carry with me in a purse or pocket. The front desk said I had to call HHonors support to have the key deleted, but support said they can’t do it and there is no way to remove the key from my iPad so that I can request it on my phone. There should be a way to remove a digital key from a device. If the digital key will now be processed automatically when checking in without giving the option to wait until you are on the device where you want the key, that is a change that should be undone. I’ve used digital keys for many previous stays and this is the first time a digital key was sent without my specially requesting it. The app shouldn’t assume I want a key, nor should it assume I am on the device where I want the key at the time I am checking in for a stay.

Okay, you’ve made your reservations and that was fairly smooth with only a few annoying quirks. Weeks later you’re on your way and get to your destination. What’s the address of your hotel to ask for directions? Impossible to tell. The card in your wallet is just a big blank blue space with no useful information other than your check in time and reservation number. Same for the web site except hiding at the bottom is a map pin icon which takes you to Apple maps which nobody uses unless they like getting a guided tour of the local area instead of useful directions. Hopefully that will be fixed in iOS 13 release. So finally arrive and front desk has one person and a long line. No worries, I have a digital key on my phone - except I spend 5 minutes trying to get it to work. Two restarts later it finally does and I’m in. Fall into bed after a long day and crash. Overslept the next morning, quick shower and dress, throw everything in my bag and grab a coffee on the way out the door. The usual line at the front desk but no worries, I can do online checkout except as expected that doesn’t work either. With the supposedly cute and annoying “We didn’t quite get that” error and an invitation to try again. After multiple times they suggest the front desk is always available to lend a hand (as long as you are willing to wait for the single overwhelmed employee posted there. No, they will eventually figure out I’m gone. Not worth the aggravation. I’m thinking that maybe the problems are primary with the backend system as the main web site has many of the same problems. The site is attractive, but like a blind date turns out to be vapid and clueless and not relationship material.

I have been using the Hilton Honors app for quite some time now, and I must say that it is simply outstanding. From the moment I downloaded the app, I was impressed by its user-friendly interface and seamless functionality. The app makes booking stays at Hilton properties incredibly easy and so convenient. I appreciate the ability to easily view my upcoming reservations, to digitally check in early, and review loyalty point balances at a glance. One of the features I love most about the Hilton Honors app is the ability to customize my stay. From selecting my room preference to requesting additional amenities, the app makes it easy to ensure that every aspect of my stay is just the way I want it. I also appreciate the mobile key feature, which allows me to bypass the front desk and go straight to my room upon arrival - it's a small detail, but one that makes a big difference in terms of convenience. Overall, I have had nothing but positive experiences with the Hilton Honors app. It is a must-have for anyone who frequently stays at Hilton properties and wants to maximize their loyalty rewards. If you are looking for a convenient and efficient way to manage your hotel stays, I highly recommend the Hilton Honors app

Hi! I once again want to tell the decision makers at Hilton how much I dislike the elimination of a truly FREE breakfast for myself as a Diamond member and husband. The cash credit does not cover the same breakfast we use to receive (as the meals at hotels are usually priced higher than comparable restaurants) and using it in the pantry is useless as most offerings are not healthy and overpriced. The cash credit issue caused check out for me at one property to take almost an hour which has NEVER happened at any location in the world. Also the last days breakfast receipt is not brought over to be charged to my folio in time for check out. I should NOT be asked to depart a hotel without my final bill in hand! Bring back the FREE breakfast and eliminate the new test program of issuing a too low dollar amount to provide a FREE breakfast. Are you trying to no longer provide a free breakfast for your Diamond members?? I am not on per diem and it would be better if Diamond members or any member entitled to what was once a FREE breakfast be given the choice of FREE breakfast or a food and beverage credit . I no longer feel valued as a Hilton Honors Diamond member. Happy to chat with someone about this.

I’ve had a honors rewards since 2005 as well as one for Marriott. In the past few years, I’ve had to travel to numerous states for family emergencies and I can tell you that you simply can’t beat Hilton. I now only use Hilton exclusively. After having to leave very last minute and drive all night several times and getting to a city I only had been to once previously years ago, I booked online with Hilton and I arrived with my mom and a small baby. I went to the desk because we got into town at 06:30-07:00 am after driving all night long as just told them that I had been up all night and was in town for a family emergency and they didn’t even hesitate going ahead and allowing us into our rooms. It just so happened to be I picked the one room that was already cleaned and they gave us my key and told us to help our self to breakfast. There have been a few times I needed to check in early for certain reasons and they have always went above and beyond for us. I can honestly say I’ve never once had a bad experience with any Hilton I’ve stayed in. So I high recommend using Hilton as they make their guest a priority every single time.

When I say, I love everything about Homewood I love the staff I love the housekeeper is the laundry people everybody here at this hotel is super super amazing. They deserve the best from the customers they work hard they care about their work. They care about their customers and how they can help in rough times or hardships This hotel comes with a complete breakfast that is so amazingly good from pork to turkey to potatoes to grits. When I say the breakfast here is amazing you will not be disappointed. The GM is the best ever her staff up under her is amazingly sweet. The rooms are excellent very spacious pet friendly. The beds are so super comfortable I throw my pillow to the side sometimes 😂😂 if you looking for a hotel to stay in lay your head and sleep comfortably with no issues make Homewood suites by Hilton in Mcdonough your choice to stay they are so super amazing to me, My Husband and my fur babies so I say, if you’re just passing by need a couple hours of sleep, you need a day a week a month a couple hours you have to make Homewood your go to place I promise you you will not be disappointed. I love it here.❤️🥰

For military families that are have to travel due medical procedures, emergency or for mental health who are stationed in another state would greatly appreciate if the promotion would be extended to us and better than what we are currently receiving. I absolutely love the hotel, but as a military spouse for active duty who is currently deployed and I have a son that has been admitted into a behavior health/RTC facility nearby plus we live over six hours away, it is very stressful with not only trying to find a place to stay and trying fund to be able to accommodate the required family visit. It is very difficult working with TRICARE and I have definitely pushed this up the ladder due to the stress that we have endured but with that being stated, why is there a huge promotion for active duty travel or for active duty orders but not for spouses. Working in customer service and sales I truly believe that this would be a great opportunity to expand on what can be done to assist those families that are in need and serving our country because it’s not just a member who is serving it is the family as well and it is a heavy button on everyone. I truly do pray that you all take this into consideration and evaluation

This app along with any smart phone will make your life easier ! After putting in my info and card numbers, it's saved securely into the system . So I don't have to do it each time I book a room ! After making your reservation, all you will need is your ID & card when checking into front desk . A quick scan of both and your off to your room with in minutes! If your like me & work out of town a lot , I suggest you join their honor system . You get points for each night you spend and they add up QUICK ! With in my 4th stay I was a Diamond member. As a Diamond member the extras never end ! I get a free bottle of water , sometimes even a small snack each time I check in . There is even special parking privileges that come along with being a diamond member. While the Company I work for pays for the room , I save the points for when I take the family on vacation! This last time I stayed 1 weekend Friday night - Monday morning for free ! All it cost was a few honor points .. You can't go wrong with this app , bottom line !! Sincerely, Kody Landry

First time using this app. Last night I got a notification that I could check in for my stay (which begins today) and pick my room. I thought the feature in the app to pick my exact room was cool, never had to at experience before. I opted in for the digital key. The confirmation email said I’d get a notification when my key was ready. Throughout the day today I kept checking the app and the digital key icon box said “preparing room.” I interpreted this to mean my room was not ready. An hour AFTER check in time, I was concerned and frustrated. I tapped on the digital key - preparing room icon, and now it told me that because I’m a first time user I had to go to the front desk and show my key. When were they going to notify me of this if I didn’t drill deeper into the app? I showed up at the hotel to a lengthy line at the front desk - exactly what the digital key was supposed to help me avoid. Also, now where in the app could I find a confirmation of the check in time. Oddly, the My Stay icon didn’t have this info.

Very thankful for this app and method of doing business with Hilton. Concierge’s pride and respect for their jobs are nonexistent. Unfortunately it has conditioned employees that customer service is not important. In fact Customer service has become nonexistent. I booked here for the pool. No one bothered to tell me the pool was out of order. But reading the underlying story reveals that the Hotel is undergoing renovations so the obvious reason is revenue is down so profit margins are low. So there are many negatives to this way of conducting business. Something as simple as a phone call cannot be addressed. I needed to extend my room from 5 days to 3 additional days but know one would answer the phone call from my room. I was standing at the front desk calling the front desk because for the first 4 hours of the day no one was answering the phone. And as I am standing there listening to the phone ring no one is bothering to answer the phone. I will definitely take all this information into consideration next month when booking my hotel in this area.

I have been a long time, loyal Hilton customer and a Lifetime Diamond member for several years. Until this app fell apart, I was perfectly content. Now my iPhone will not load my profile, stays, reservations, and simply doesn’t work for me at all. While my older IPad works great. The iPad should allow the iPhone to get the app directly and share as designed, but something in the app has gone crazy, broken, or has been hacked. Either way, the last month of travel has been darn inconvenient. So much so, that I stayed at a Marriott two weeks ago and actually loved it! It may be time for a change. After all, if I have to go to the desk to check in again, it may as well be some place I feel valued. When I mentioned I was a Hilton Lifetime Diamond at the Marriott, they upgraded my room to a junior suite bigger than my first apartment. I loved feeling important to the people getting my travel dollars. Hilton better get it together or I leave permanently.

Using the app for reservations and check in has been easy. We have had ability to choose rooms in the past but we're not given the opportunity this time. I phoned regarding some special needs and the woman in India or who knows where did not understand and left me on hold for over 20 minutes so I gave up. My main problem with the app, website or any other means of reserving through Hilton is finding an accessible room for mobility impaired. Once, sometime, I happened upon that option but have no idea how I found it! They have great rooms for hearing impaired and wheelchairs. Reserving them is difficult and usually requires a phone call DIRECTLY TO THE HOTEL to speak with actual staff, who have always been great! Here's the deal - more than 80% of people who park in handicap parking spaces and need special rooms are mobility impaired as in walking impaired. Not necessarily in a wheelchair or scooter full time, but cannot walk for long distances. One Hilton we use gets us a room near the elevator and that is sufficient! My husband can't walk through half a mile of hallways to get to the elevator and steps are out of the question. This problem is not just a Hilton issue, however finding accessible rooms is easier on some places. Just not for,Hilton, but think about it... a person in a wheelchair or scooter, once they are out of the car, can pretty easily get inside. Someone who has walking difficulty needs the close parking places and convenient hotel rooms!! Thanks

Been a Hilton Honors members for past 8 years or so. Best hotel booking experience by far. App works flawlessly with no deposit required 99% of time even with international destinations except some really high end hotels and locations. They have a hotel for every budget and with no deposit and 1-2 day free cancellation, gives you peace of mind if anything comes up last min. And cancellation button is readily available in the app (one click) - not hidden somewhere deep and none of this - call xxx number, hold forever to cancel. Staff at most locations I have stayed at in US and overseas are very friendly and accommodating even in budget friendly options. Extras like parking charges, resort fees etc. are always disclosed precisely prior to booking and my bill had never wavered one cent off what I was expecting. I sincerely cannot speak highly of my personal Hilton experience thus far and other than Las Vegas (where I stay at MGM locations - nothing against Hilton in Vegas, I have sentimental / historical reasons for always staying with MGM there) I ONLY stay at Hilton properties while I am traveling - to the point where I even got their most expensive annual fee Asipire credit card - worth every penny. If you’re on the fence, I sincerely recommend just giving it a try - make sure you sign up for Hinton Honors (its totally free) - if you’re anything like me, the convenience factor alone will get you hooked where staying with another brand hotel will feel like a chore.

My daughter had a wonderful stay @ the DoubleTree Hilton on Lexington Ave in NYC. It was her birthday weekend. I’ve stayed at many Hiltons, and Doubletree facilities throughout the states. I am also a Hilton Honors customer. Though there were a few situations that occurred during check in, the front desk manager who goes by the name Heaven, handle the situations professionally, and accordingly. Heaven was very attentive, and assured me that all that is, and expected of the Hilton would be granted for my daughters weekend. I definitely recommend staying at the Lexington Doubletree. They treat you with respect , and honor you as a valued customer. It was a pleasure speaking to Heaven, and reassuring that she took her title very serious, and promptly handled all situations accordingly. I was very satisfied, knowing my daughters stay was exactly as expected, and that she was in good hands at the Lexington Doubletree. I write reviews here on Long Island regarding Hilton’s as well as Doubletree across the states. I am a dedicated member and customer, when I travel I always stay at Hilton/Doubletree hotels.

This app is amazing! I can do almost everything I want to do on this app regarding my reservation. The app keeps track of everything and allows me to see all my point accrual info as well as my night stays. As a diamond member I have lots of enjoyment using this app since I travel frequently. I can quickly make and cancel reservations and it’s always worked flawlessly. The only improvement that needs to be made is enabling the ability to allow more than one device at a time have a digital key available for use from the phone. My wife and I can’t both have the digital key on our phones, even if she is logged into my Hhonors account. Maybe we could have the ability to share the key to another device? This should be an easy fix and should absolutely be done! This is the ONLY reason I gave it a 4 or of 5 star review. There is always room for improvement and this is definitely not a complaint but an honest suggestion that is frustrating.

My son and I flew down to Miami to embark on what was supposed to be a well-earned celebration—a Carnival cruise to reward him for his incredible hard work and dedication at school. Unfortunately, things didn’t go as planned. From the moment we landed, we were met with unexpected challenges. A rainstorm delayed our flight, baggage delays kept us waiting, and worst of all—I accidentally left my bag in the cab, with all of our cruise documents inside. Devastated and under pressure, we were ultimately not allowed to board the cruise. To make matters worse, the Carnival staff was unhelpful and dismissive, leaving us feeling abandoned during an already stressful moment. Feeling defeated, I reached out to the Hilton Garden Inn near Miami Airport—and that’s when our experience took a turn for the better. Andres and his team were incredibly kind, compassionate, and attentive. They showed empathy for our situation and made sure we had a clean, safe, and welcoming place to regroup. After such a trying day, their support meant the world to us. It gave me the opportunity to show my son that even in adversity, we can still find light and keep moving forward. We are forever grateful for the warmth and professionalism of the Hilton Garden Inn team. It’s the little things that matter most, and in our moment of need, you made a big difference. Thank you, Tavita!

We really weren’t expecting “Full Service” because of the Covoid-19 restrictions, and rules. We were given a good room with a great view (requested), but discover our shock and dismay when we walked into the room!! The bed was unmade. There were used food and drink containers scattered throughout. There were used tissues by the phone. (I should’ve have taken pictures and turned around and walked out!) I called the front desk from the room phone and told the young woman, and I think she was embarrassed, and said she would bring us keys to a clean room, which she did, with apologies again. Although the new room was clean, and on the PH floor, it didn’t have the view and roominess the previous room had. I believe the receptionist was informed that the room was cleaned and sanitized, but it wasn’t, or someone had used the room without permission. I understand mistakes happen, but shouldn’t be going on!! We’re 72 & 68 years old and live in nearby Seabrook. We just wanted to get out of our house for a night at a clean, nice hotel. We stay here frequently for short “Staycations “, but boy, we’re we wrong!! Hilton needs to do much better during these dangerous times. We are really disappointed! Hopefully Hilton can do better. Since we used “points” to pay for this debacle, I think they should be refunded, if not already done so, I cannot tell be the receipt. Thank you for allowing feedback! James and Deborah Kidwell (Information on file!)

My wife and I had our wedding reception in 1987 at the Conrad Hilton in Chicago. My wife was also employed with them as we took advantage of the benefits over some years when and if we could afford it, was our go to 5-star hotel in which was rare. Just recently I had a job offer to work in Panama City, FL. and I jumped on it. Now my wife and I need to find a place to live and our first priority was to book an extended stay hotel to give us time to search. This is not our first rodeo as my job has taken us to live 6 different cities over the year. "The majority of extended stay-clientele consists of professionals in different sectors that spend a significant time away from home while working, like construction professionals, traveling nurses or locum tenens" Our first thought as usual was to see if there is a Marriott or Raddison Inn or Extend America sort of place and Never connected an extended stay hotel with a Hilton Hotel because of their price and reserved only for special occasions. Those days are gone my friends. We stumbled upon a Homewood Suites by Hilton in Panama City, FL and "THATS HOT" I think we're going to extend another week and possibly a month or a year since the Hilton Extended Stay hotel prices are compatible and me being a construction professional I have to say... "Why settle for cheap when the quality of a Hilton is so obvious" 🔥🔥🔥🔥🔥

We have stayed at many Disneyland and Convention Center hotels and we keep going back to this Doubletree. It also makes more sense for us to stay at a Marriott property as we are Bonvoy owners, but I would rather stay at this hotel and not earn Bonvoy points. It’s in a great location. Parking is easy. The two Queen suite is awesome for the three of us or for four of us if my daughter and I go with our girlfriends. It’s always really clean. Not outdated at all. I feel super safe there. We can buy our Disney tickets in the lobby. They have a nice bar and the restaurant is good (could be a little quicker service). Staff has never disappointed us in any way. The pool is small and on the third floor but is a great way to cool off and take a break from Disneyland during the summer. We live only 75 miles away but the prices are always good so we always stay here for Disneyland trips and cheer competitions at the Convention Center. The cookies are a great added bonus!!!

I would give this Hotel a 5 star rating, however there were little annoying things wrong with the last room I rented. The Desk Chair Seat back was broken. I need that Desk for study. The Alarm Clocks in the rooms are not able to be set by the user. Staff only!! The Time was almost an hour off. I just turned it over where I couldn’t see it and used my own. The Air conditioner Fan Motor had had it and was vibrating Loudly. Turned it down to low and was acceptable. Otherwise I would’ve changed rooms. There are a lot of things about that Hotel I really like. I love the Staff there. They treat me like family, and most know me by my first name. The evening Cook for the Bar is Awesome!! Wait Staff, Awesome!! Quiet, Convenient, Clean, lots of Restaurants, Shopping nearby. I think they, Management just needs to update some of the Furnishings in the rooms. A lot of money for having to put up with little annoyances.

Diamond Member here (from stays, not CC) The app works great but an issue I have personally is that it seems like somepoint in 2022, the search results defaulted to the Hilton Honors Non-refundable Rate. I understand that this is the lowest rate available, but in the past the non-refundable rate was only advertised if the hotel was already pretty much full and you *couldn't* get the normal Hilton Honors rate. Now every search I do regardless of location/date, the hotel listing only shows the non-refundable rate and it makes it very difficult to discern between hotels. I have to manually go into each hotel listing to see if there are actually any rooms available at standard or bonus rates. I'm not going to select a non-refundable rate unless I absolutely have to and so if the search results yield only non-refundable rates then I just go look at other hotel brands availability instead.

I had a 1 night stay in a Home2Suites hotel and the lady working behind the counter was so sweet and helpful while checking in. She got me enrolled into the hilton honors program. So when it came time that I needed a hotel for an out of town trip, I went to my hilton app and it was the easiest time I’ve ever had booking a hotel stay because of the features it offers. I was able to not only reserve my room, but the app allowed me to check in from my phone, use my phone as a digital key (no need to go to front desk at all, and can enter whenever it’s convenient for us) and I was also able to pick my hotel room location using a map (easily picked a room on the 1st floor near an entrance) and its able to show me the weather and nearby shopping locations. This app has it all and I will definitely be a long term hilton rewards member.

When installed on iPhone app cannot be found by searching. Often have to go to App Store and search App Store the start app from inside App Store. Second the app is horribly slow all the time. It acts like a browser on a slow connection. Electronic key poorly implemented. Often get to door and have to wait while app thinks about letting you in. It is so slow that you sometimes do not recognize it is working. When encountering several keyed doors it often unlocks the wrong door - never seems to want to let you pick and it make bad choices about what to unlock. App is weirdly set up - needs to be reworked with the actual user in mind. It makes you think you can use it to speak with hotel be you send a message and no one responds. It is better than nothing but the old card key works tons faster and more reliably.

I have been staying at this hotel for over 4 yrs and only this hotel when I am in Saskatoon, beautiful clean rooms, a great breakfast and the customer service is a 5! Highly recommend this hotel!

All the info you need with a great interface !

The digital check in and digital key is so perfect for late travelers

This app makes traveling so much smoother. Booking hotels is fast and intuitive, managing reservations is effortless, and being able to choose my room, check in, and use Digital Key all from my phone feels like the future done right. The interface is clean, reliable, and actually easy to use (which is rarer than it should be). I especially love how clearly my Honors points, status, and rewards are displayed—it makes loyalty feel rewarding and motivating. From last-minute bookings to seamless checkouts, the app consistently saves time and removes stress. Whether you travel occasionally or live on the road, this app genuinely elevates the entire Hilton experience. One of the best travel apps out there—highly recommended! 🧳✨

I’ve been using only Hilton properties since 2011 and I’ve never been disappointed in their products or Hilton program.

The app appears to have canceled the Apple Wallet option after a booking is made. Is it possible to bring this back? Please? Otherwise a five-star app 🙂

Hilton should create iPhone shortcuts and widgets like Marriott does.

The most reliable brand. Never disappoints. I will always choose Hilton no matter what

We stayed at the Hampton birch run for 3 nights . We had a great time. The hotel staff were very friendly and helpful. The daily breakfast is great and plenty to eat. Highly recommend the Hampton in birch run. Reasonable rates and very clean rooms

Our favourite place to start our travel adventures! Best lobby bar crew!

Easy to use app

Excellent

We enjoyed our stay at the DoubleTree hotel in Ottawa. The staff were friendly and respectful, and the customer service was excellent. The housekeeping employees were also friendly and respectful. All in all, it was a wonderful stay.

It has been super helpful using the app to organize my trips. Helps also keep tracking my points.

Rien à dire excepté le fait que l’application soit uniquement disponible en anglais.. pas de français malheureusement

Breakfast is wonderful here. This hotel is a must stay if travelling through Calgary. Shuttle is very convenient

I have been staying at Homewood Suites in College Station, TX for 6 weeks, as I am working in Bryan during the week. I have stayed in at least 3 different rooms, staying in 120 for the last 3 weeks. I enjoy staying at this hotel because it has the kitchenette and it is very close to my office. The only complaint I have is that the hotel has not been maintained very well. There are small things that need to be done, such as the shower curtains need to be replaced, (every room I’ve stayed in so far has needed a new shower curtain. They are barely hanging on the rods in some rooms). The carpets need to be cleaned and in room 120 the carpet needs to be stretched. Two of the rooms I’ve stayed in have needed the sliding doors to closet put back on their track. The stoves need new bowls under the burners. Also I reported that in room 120 the connect for the small burner was loose on 1/29. On 2/1 when I returned to room 120, it appeared that there had been an attempt to fix the connection, but it was still loose. I would think this could be a fire hazard if not corrected. Again, these are small issues but at the same time correcting them would go a long to making the rooms look better and show that management really cares about keeping the hotel up. I really like staying at the college station hotel and plan to continue to stay there. I also realize it is an older hotel but housekeeping really needs to be reporting repairs that are needed as they find them.

One if the worst apps I’ve seen/ tried to use. Unable to add 1 night on front end of existing reservation using app. Next called “direct” hotel # but instead reached horrible HH robots (not hotel personnel) with poor voice response “system” that repeatedly cut off user. Finally gave up & booked new separate reservation. Horrible UI & unworkable app are proof that HH doesn’t appreciate or listen to customers; sad but true. Why doesn’t HH make app easy to use? Typical huge, uncaring firm with bottom line as its only motivation. I appreciate that Hilton wants to provide guests a choice of room. But it's too difficult for a user to close the annoying pop-ups. Obviously, a specific location should be designated "close" on each pop-up but it's not there. Any wonder why so many guests have difficulty? Suggest hiring a professional firm to rework this app. Last night the Hampton Inn didn't even give me the room that I chose using this app. So what is the point of having this app? TV didn't work at same hotel for our past six stays! (Not a misprint). Hilton needs to get its act together by hiring competent, sensitive hotel management. And why is the Hilton Honors program based on stays instead of nights?? Hilton staffer advised me to make a separate reservation for each night. This policy is really stupid. I should have booked 5 separate 1-day reservations for previous 5-day stays. The app doesn't clearly identify how many "stays" are needed for each rewards level, so I lost my previous Diamond status. Caviar emptor, buyer beware.

Feedback from a Diamond customer: no less than 11 different nondescript rate options (some which appear identical to others) when I go to book rooms. Extremely confusing. Just make things simple. I also find it disconcerting that you have the option to choose the "honors discount" or the regular rate as a member. Why is the regular rate even an option? So hotels can make more money from people who don't know what they're doing? Also the digital key. Want to use the digital key? Tap the button and agree to the digital key terms... did you? Yes? OK.... great! You've completed the contactless check-in process. Now visit the front desk anyway, because there are "some details" we need to confirm about your stay. The status system is also overcomplicated, like an airline. Rather than separating ‘stays’ and ‘points’ (which are acquired based on a complex web of rate options, or sometimes given as a bonus), can we not just combine things into a single concrete idea? I suspect most Diamond customers just trip and fall into the status by spending excessive amounts of money or taking month-long trips to Hilton hotels, as I did. There is no reasonable gradual path to it: you’re either going to splurge on a single extended trip, or travel so regularly to Hilton hotels (e.g. for work) that the status comes by default. If it’s the former, you’ll likely lose the status just as unceremoniously as you gained it.

Property was great. Victoria from F&B was excellent, my worst experience was at the front desk checking was not good, as a diamond I figure my upgrade would be on an upper level , I was told at the frontdesk that my points were redeem for standard and that was the best that they can do on a sold out night. What was the worst when I review my bill and I was charge something at the candy store I explain to the girl at the desk and she assume when I mentioned that I go to the store to eat out which was off the property she told me that was the charge.I try explaining that no one from my party went and charge anything to the room so she looked at me like she was doubting me yes I start to get irritated and my tone got louder but she didn’t have the right to scream at the guest. Parking was charge for two nights instead of one night because I returned my vehicle once again no apologies from her just telling her colleagues that I said that I let the front desk. I informed that I work for hotel and then she that why I am like that If I work At a hotel. So I hope that customers services training is needed both for the manager and the team. I was not looking for compensation just wanted a apology for the inconvenience and especially if I was communicating with the front desk regarding my parking update. They need to acknowledge the guest issue? Empathize and resolved an issue not screaming been disrespectful.

I’ve been using this app for a long time. I’ve never had any issues with it before a few months ago. I have a reservation that does not show up in my app. I type in the reservation number and it says to call customer service. I reached out to customer service who told me there was an issue and to come back the next day. I told them this reservation has not been showing up for several months. The customer service rep stopped responding to my chat after I pointed that out and asked why if this is a new problem, why hasn’t it been working for weeks to months? The app also tells me that it can’t load rates when I try to make a new reservation, which makes the app totally useless. If I log into my account using a computer, my reservation is there. I tried deleting the app and reinstalling it to see if that would fix it. It did not. I’ve tried clearing the cache to see if that did anything. I’ve tried turning my phone off and letting it sit. That didn’t work. At this point, I’m moving all my hotel reservations to the Bonvoy app until this can be fixed. I’m also not going to continue to contact Hilton customer service anymore. They will just lose customers at this point. They know they have a problem and seem to be ignoring it.

Absolute nightmare! I arrived to check in at Home2suites by Hilton OKC South after 10pm September 23 and was told my room was ready so I paid. The clerk stated my room had 2 full-sized beds and handed me the keys. I explained I booked 2 queen-sized beds and she stated they only had full and king and that property didn’t have queen beds. I asked for a refund as this was not what I needed, and she stated she would be happy to refund me, had I not booked through Expedia. I started to ask another question and she rudely interrupted with, “thank you, goodnight” and refused to acknowledge me again. It had been a long da, I didn’t want to keep arguing and I didn’t think to check the room in case she was lying. I was just too tired and this sort of nonsense is not what one needs when tired. I had to travel elsewhere after 10pm to find appropriate accommodations. I reached out to Expedia and they called the hotel. The clerk told Expedia that my room with queen beds was ready and she didn’t know what the problem was. I didn’t know the clerk was lying the whole time. This hotel still refused a refund after multiple inquiries from Expedia. The clerk knew I left the property and rented the rooms to someone else anyways, so I’m unsure why a refund is still not possible. I’m a frequent traveler throughout the US and internationally. I have never had an issue like this. Hope this hotel is able to fix their short comings.

I had two rooms booked with points and needed to cancel. I was immediately refunded for one room but not the other. I called the Hilton Diamond hotline and was told there was an issue with their system and had to wait a couple of days. I received my points a couple days later and I rebooked, not an issue. Several weeks later I booked another room with my remaining points. I needed to change the reservation to another day but couldn’t due to their system limitations. I needed to cancel and rebook. After canceling, I once again had an issue with points getting refunded. I called the Hilton Diamond hotline and was told that they do not owe me any points back because it was already returned. I told them that my balance was only 10,000 points and was due a refund of 37,000 points. She said that their system is flawed and couldn’t really see anything that would show that they owed me points. I’m not really good in math but getting refunded 37,000 and only having a balance of 10,000 doesn’t add up. She offered me 15,000 points for the inconvenience and for my loyalty since 2001. I kindly declined and cancelled 16 reservations, worth thousands of dollars. 37,000 points is probably worth $250 to them, however they lost thousands of dollars in revenue and a Diamond member over a ‘flaw in their system’.

The same people that love this app probably love SouthWest Airlines. (No offense to you SWA FF’s). The problem is I fly every week. I’m a lifetime elite member in several programs soon to be lifetime Diamond w/ Honors. The analogy is that people that have the ability to check in at the exact time the checkin process is available are the big winners here. People that are too busy flying or in meetings can’t get to the immediate checkin emails. By the time I check in through the app there is typically less that half the rooms to choose from, many times less than five. Pre-app, I continually received upgrades as a diamond member when there was a manual check in process. They held those rooms and while it was first come first serve there was usually something nice available. Now by the time I check in a full day ahead of time almost all the rooms are completely gone. I now spend more time in special needs rooms than upgrades because of the selection that is left. There are some fantastic features of this app that includes: booking, receipts from the past stays, and instant access to Uber. Actually, I’d rate this app a 5 if they were to get rid of the app check in feature. I know I sound spoiled but honestly I spend a majority of my life on the road. I’m sure those that spend a majority of life at home want to be as comfortable as possible there. Being on the road is home for me. It’s not bad enough to leave yet but I’m seriously getting the impression that the process will probably not change.

I had a stay on February 26-28. I was not going to leave this review until I realized my funds have yet to be reimbursed into my account. The day of check 26th me & my sister arrived, unpacked & got straight into bed from a long road trip to Kentucky. My sister proceeded to scream my name & say is that a bed beg!!! Now knowing some times this is to be expected at hotels, I calmly called front desk, told them what was going on & this guy says to me, WHAT YOU EXPECT ME TO DO??? Now at this point I’m furious because not only did we see the bedbug but the guy on duty for the night had no concern to accommodate our stay. We then start packing & I’m calling Hilton Honors now. The woman I spoke with asked me to take my phone downstairs. I get to front desk the Lil birdie is still singing his song of WHAT YOU EXPECT ME TO DO??? Now I’m my head is on fire of how mad I am. I go outside, give my sister the phone & told her to handle it. Hilton honors had him to put us in another room & come morning we were to check in their property down the street which is Tru & I don’t like staying there but had no choice. My sister slept in the car & I laid across 1 of the beds. I have yet to get my account refunded which was told to me over the phone that they would use my points to pay for stay which I still think I shouldn’t have had to do. HAMPTON INN ON, 1099 BARNES MILL ROAD, RICHMOND, KENTUCKY CLEAN IT UP & also HILTON HONORS I WANT MY MONEY OH & WHEN I CALL THEIR # I CAN NEVER GET THROUGH. Hilton honors Voc that is😡I ALSO HAVE PICS OF THE BEDBUG BUT THEY CANT BE LOADED HERE

Hilton properties always used to be my go to option, and consequently I’ve been a diamond member for decades, but more and more I find myself using other brands. Why? Because their apps make my life easy, and this one doesn’t! Marriott’s app allows me to enter a specific business - a car dealership for instance - and it will automatically populate hotels around that business, in seconds. Try it with this app. Half the time it’s not even in the right country. So I’m left having to locate the specific address and then manually enter that in the search engine. On the rare occasion that this app finds the right locale, I still have to double check because that “2.0 miles” isn’t always from the business that I entered, it’ll be from the city center. The hotel will be 15 miles away, or maybe this is the very rare occasion when it is actually 2.0 miles away. I still have to check the map to find out. Long story short: book hotel with Marriott exactly where you need it in seconds: book hotel with Hilton where you need it in minutes after finding business address and opening apple maps and entering address to make sure…etc., etc.. Fix this. If other brands can do it surely Hilton can.

Lost our 2nd room repeatedly told us we didn't have 2nd room for our 1st child's wedding at the NYLO Tapestry Hotel in Texas where our wedding is being held. Really has ruined our wedding exhausted stressful I'm disabled w/MS no one could locate our room terrified kept up fighting well miraculously after 4 calls persisted w/confirmation number somehow after bitterly fighting no room the room appears. Disaster already lost 6 hrs to get to settled in to relax to be on the right spirit to start off the weekend it's just an unforgivable mistake that apologies just don't makeup for they can't this took place over an entire week despite the hotel confirming the reservation couldn't sign in to rooms digitally we had 2 rooms for months but only 1 was allowing me to check in & due to wheelchair needed 2 which reservations were made directly w/manager yet the reservations people had language barriers, gave up to find other room took entire day from us, their repeated response was no 2nd room just disgusted only after I fought w/all of my might 2nd room magically appeared it was always there they just didn't know where to look. Heartbreaking on such a special occasion just heartbreaking. Hope Hilton does something this was just frustrating & cruel won't list names but have them!

Our flight was delayed and arrived late which rippled into other problems once we arrived into Orlando/Lake Buena Vista around midnight. When checking-in at what we thought was the correct Hampton Inn property, “Katelyn” behind the counter cited that our reservation (1 room using 30k HH points x 3 nights + 1 room paying w/ HH Amex x 3 nights) had been “cancelled” and proceeded to explain she couldn’t see anything else in “her system” as to why. Longer-story-short, she went ahead and arranged to get us into 2 rooms that night at her property but explained we could not use any HH points and would have to call Hotel manager to work through the cancellation issue in question as well as getting my 90k HH points back. Made attempts to contact hotel(s) management but of course, they’re not available during “business hours” because they were in “meetings” or their email addresses were kicked back as invalid. And to be quite honest, when a hotel rep (I think his name was “Rob”) tried calling me-I’m on vacation with my family and during the day is not the most convenient times to rehash things over the phone with him while on a ride at a Disney theme park! Naturally, when trying to call back later in day, they’ve “left for the day”...uggghh!! I’m home now and unfortunately have to face the reality of tracking down HH points discrepancies. To some, it’s just ‘points’. But for me it’s points I basically spent a ton of HHAmex $$’s to earn that I’m at risk losing. If I do end up ‘eating’ this, I’ll cancel my HH Amex as well as take my years of loyalty and $$’s and give them to another hotel/vacation program.

I would have given the app a 5 if not for recent issues. There are two specific issues with the app that do not allow me to mark it higher. 1) the checkout feature on the app is great but getting the receipt up to 48 hours later is not great. Since hotels no longer out the bill under the door, I cannot verify the accuracy of the bill. If I check out with the hotel, I can get a receipt within a couple of hours and verify the accuracy on the spot. As a business traveler, not being able to process my expense report for multiple days is frustrating. 2) when using the online check-in feature, travelers indicate when they are arriving. Last week I received a call from the hotel around 645pm inquiring whether I would be arriving. I had indicated on the app I would be arriving at 10pm. I had to return a call for fear of losing my room. If I have done e check in I am not sure why they were calling. Also based on my time. When I arrived at the hotel I asked if I had indicated the wrong time. The person indicated they don’t see that information. What is this information being used for if the hotel does not have access.

Traveling with my dad and my step-mom and after a long drive home from Virginia Beach heading to Texas, we checked in the Hilton Garden Inn in Memphis. We thought the hotel was located in a nice and secure area. Not so! My husband parked my dad’s truck and less than 20 minutes of checking in, my dad’s truck was broken into! The back passenger window was broken and my suitcase was stolen including a ice chest and a medical breathing machine for my dad. I went down to get the rest of our stuff from the truck that’s when I notice the broken window! I let the front desk know, one of the employees went over to see the damage. He was surprised this happened because they have security! He said he would call the police. I waited outside near the truck with my family for the police. After more than 40 minutes, I went to the front desk to check if they had called the police. They said yes and I asked that I haven’t seen their security cruise around. I asked where the security was, they didn’t know! Security more like No security! After another 30 minutes and no police, I called 911 reported the theft and within 10 minutes the police arrived. So that tells me the front desk didn’t call the police???? Not happy with this facility!

We spent over an hour checking in. My wife uses a walker and I requested a ADA room close to the elevator and a possible upgrade. We were offered an upgrade. Yay!We slowly made our way to the elevator. She was in so much pain because it was a long walk. I told her to sit on the bench and I would check out the room. Turns out the room was nowhere near the elevator and I went back to the front desk to try to get a room by the elevator as I originally requested. I told the clerk how much pain my wife was in from walking and I got a new room. I checked it out but it also was far from the elevator. I went back for a third time and had to wait over half an hour for another room. My wife was in tears and I finally checked out the third room. This one didn’t have a bench in the shower and was well used. I figured I could get a shower chair. I went back and helped my wife to the room. We had dinner plans but my wife didn’t want to go through the pain of walking back to the lobby to get in the car. I walked around to see if there was another way to get her to the car. It turns out there was an exit door closer to the parking lot and an elevator. We could have stayed in the upgraded room, used the other elevator and had a shorter walk to the car. Very frustrating. The pain was too much and we were not moving again. I called the front desk and found out they had a wheelchair the whole time! Unbelievable! They knew how much pain my wife was in and never offered for us to use it. We did make it to dinner and used the wheelchair again when we got back and when we checked out. We had a very rough start and an experience we would never like to repeat. I filled out a survey outline all the problems we encountered but no one ever contacted me.

The app is easy to use to find & book a stay, however, once booked, the app’s other features have been useless. For months, I have been having issues with this app (note: I have an iPhone). Once booked there are several features you should be able to see about your stay on the Upcoming Stay screen. The stay details are not available. Neither check-in, nor Digital key has not worked or even been available for my last two stays. My stays are not showing anywhere once they’ve occurred, my points are not updating. When I try to view points activity, it says “oops, something went wrong on our end. Please try again later.” When I try to look at stay history, it says “no past stays” meanwhile I’ve had two in the last month. My points (in the app) have not changed since my last two stays, but customer service is telling me not to worry, they are there. I’ve called customer service, updated the app version, and even deleted & re-installed the app multiple times; nothing has helped. The app used to be so convenient to use, but I can no longer trust it.

It’s truly unbelievable how bad the digital key implementation is. I last used it almost a year ago and had hoped it was better now, but it might be even worse. After 24 nights of stays over 2 visits, in and out multiple times a day, the number of times the digital key has worked without force quitting the app first and waiting for it to load the key again is literally ZERO. It must be force quit and reloaded every. single. time. Even then, it sometimes takes 2 or 3 tries and I’ve ended up going up and back down in the elevator before I can get it to work and go to my floor. Even more bizarrely, as often as I can’t get it to work when I’m trying, it activates when I don’t even have my phone out. It’ll be in my pocket during the elevator ride and the card reader beeps green and my watch alerts me it’s randomly unlocked the elevator for no reason 20 seconds after I’ve already activated it successfully. I also had the digital key stop working entirely and had to get the front desk to reset and reissue it. On top of all that, it’s such a miss that digital keys don’t work with the Apple Watch. Hilton, you should be deeply embarrassed by how bad this is.

A Confirmation # does not mean you are confirmed to have a room! Travelers beware!!! We arrived at the front desk of the Hilton Ocala in Florida as a happy Hilton Honors member to experience the world class service Hilton has always been known for. We happily provided the hotel manager our name to find our reservation to be checked in to our room only to find out that our room had been SOLD to someone else. It’s the stuff movies are made of! It was dark and raining outside, my wife and granddaughter stood exhausted and confused as the manager explained there was no room in the Inn. We asked multiple times for an explanation and help. She recommended we try another hotel. We called the Hilton customer service hotline and they said a manager would call us back within 48 hours. As you can imagine, we didn’t have 48 hours to speak to a manager since we needed a room to stay in for the night. It was such a bad experience, I’m now highly concerned to ever use my Hilton Honors account to book a room on their app since a Confirmation # doesn’t actually mean you’re confirmed to have a room at the end of a long hard day of traveling. Travelers beware!

I’m using the Hilton digital key for the first time. The front desk made sure the digital key was activated, but I was given a hard key also as I was skeptical. Good thing! I got into my room and later went to my car and entered by the side door, both times using the digital key. But the digital key would not work on my room the next time I left my room. The error message (Error 0x07) said I should go to the front desk for assistance. The lady at the front desk said she could not help & I should use my hard key. I asked if there have been other issues with the digital key. She said that yes, the app has had issues. I returned to my room and tried to call the Customer Service number given on the error page. A message at that number told me to go to the front desk. Ugh! I have spent the last 15 minutes trying to figure out how to tell the Hilton Customer Service. No easy way to alert them to a problem. I guess they do not want to know. So, now I am letting everyone know all of this about the digital key app using the review on the Apple Store.

DO NOT USE THIS APP for the digital key if the reservation was paid through a third party app. It took 30 minutes to setup the account and link the reservation. Doing this erased my original payment and card from their system and so they double charged the reservation through the card provided at front desk for incidentals. The app nor front desk warned me about the app. The front desk only said that my card hadn’t gone through but it’s ok because they can’t see third party payments anyway and that they still need a card to charge $100 for incidentals. When I called after staying there to ask about the double charges, the front desk manager was a bit rude (blunt) in telling me that I erased my credit card and payment on file when I decided to use this app. They refunded the second charge without delay thus the second star. They failed to clarify this app shouldn’t be used with reservations not made directly with Hilton. The digital key to go through this is not worth the experience. It is recommended in the confirmation emails and it shouldn’t be.

I have always liked using my digital key to come and go freely around the hotels I stay in. As of lately, my digital key has been only working for my room (not the fitness center, pool, guest laundry, or hotel side entrances) which frustrates me because I often don’t carry a physical key, or go get one from the front desk. I like the conviene of not having to remember to have my key card with me, because I can just use the app. That isn’t the case anymore. Every time I’ve run into this issue, I’ve gone to the front desk and they resend my key to my phone and after a day the only door my digital key will open is my room. It doesn’t seem like anyone can help me with this issue as I have called customer care and spoken to the front desk numerous times. This is honestly making me reconsider using the app or staying with Hilton brands at all. I’m currently a gold member and after my current stay, I will be at diamond status. I love the Hilton brands, but not having the conveniences I’m used to could definitely be a deal breaker for me.

Yay! We’ve gotten yet another app update from Hilton’s developers that adds almost no functionality but look! A new font! At this point it feels like they’re just updating the app constantly to stay busy. Updates push out new UI for no reason and in many cases results in us having to tap multiple different places to access information we used to be able to access with one tap. The worst part for me is the fact that if you want to see a hotel’s location on a map, you can no longer see it within the Hilton app… it takes you to either Apple or Google maps which, MADDENINGLY, won’t show you the hotel directly but rather directions to the hotel from my current location which is usually hundreds of miles away. I just want to see where a hotel is located within a city and if it’s walkable or transit accessible. To the developers: why did you remove the in-app map functionality? Marriot’s app does this (and many other things) 100% better than you do. Also, why do I have to tap on the tiny text “hotel information” to learn more about a property; clicking on the hotel info tile or picture itself does nothing anymore. This seems like a UI change for no reason at all other than a stylistic choice. I’m a Diamond member and use this app literally every other day for my 2-4 Hilton nights every week. But this poor app design alone is reason that I have started giving more of my business to Marriott recently.

I'm not sure why companies that have poor products ask for reviews. This app is woeful or just about adequate. 1. Prisoner rates. They give you the "Honors" price but not their best price. They fail to compete because you have an "honors" number. I have better luck not using my honors # then start booking the room. 2. Room select gives no orientation to roads, restaurants, pools, parking lots. Trying to find a quiet room, fuhgetaboutit. 3. Finding hotels "nearby" has some weird logic. Instead of distance, it must have most expensive, then company properties then franchise properties then distance. This app supports the Hilton bottom line before any regard to the customer.. There's your review. You asked for it, you got it. Updated October 2017. Now the digital key epic fail. Get to the door, have to open app, then select digital key, then press button when commanded, then wait 10-15 seconds for various computers to talk and THEN get an error that the front desk has altered the digital key and it doesn’t work! Hilton really doesn’t like you!

Cette application n’est disponible qu’en anglais.

Have installed multiple updates, reinstalled several times, but am unable to use the app due to a constant “That was unexpected” pop up error.

J’aimerais bien que l’appli soit en français

No prices or availability to reserve. Has had this problem for more than 6 months.

The app is good, but it just cannot be great without a currency switch. Right now I am sitting at the pool in Vietnam and have to check each and every price with a currency converter for the hotel in Kenya, rather than just book it. Just add the currency switch like other hotels app have.

Doesn’t accept canadian post code

App started glitching after the latest update became almost unusable with the latest apple update. Its the only app i have experienced issues with since these updates.

App keeps crashing. Won’t show upcoming stays. Very unstable version.

The key never works when you need it, 0 star review for the app.

Never worked when needed

No sense offering digital key when you can’t receive one without stopping at front desk. Defeats the purpose

It doesn’t work for anything. It shows I have no past or current bookings, if I try to add to Apple wallet, it says there’s an issue, had other problems trying to look for past and current bookings and was generally of no use at all. I verified my membership and email in the app matches and when I signed in to the website and my past and current bookings are there. Deleted the app.

Deleted my Hilton Honors account and the app. Don’t need them anymore.

When it works good most of the time it doesn’t and then they’ll just blame you for pushing wrong buttons and entering wrong credit card numbers thanks for nothing Hilton

I turned off marketing-related push notifications, but it popped them up anyway. That makes my review one star.

Tried all day and the app says “Unexpected Error “ Waste of time

I have used this app for approximately 12 years and I don’t know what has happened to it lately but all I ever get now is an error message that says “That was unexpected” sorry for the interruption, let’s try that again. And then it did it all over again. It is so frustrating that I have mostly stopped using the app as it is mostly useless now.

Just wanted to say do NOT give an option to check in if I STILL now have to wait in line to check it, beyond disgusted with this false advertisement! Yet again disappointed with the HILTON.

I’ve been using the APP for several years but lately the reservations, history and keyless functions aren’t working Bugs need to be fixed

The digital key request has NEVER worked for me. A waste of time.

I have used this app successfully in the past, but since iOS 26 came out it crashes immediately upon launch.

Would be nice to save a CC instead of having to type it in every week.

Makes you reset your password every visit then instantly forgets your new password and makes you reset each subsequent visit.

No wonder people like Airbnb when you are unable to reach Hilton customer care and get an answer under 2 hours

Room was ok. A bit small for a king suite. Way overpriced. Restaurant food was great but extremely expensive. One tv had reception issues.

Trying to use the app just redirects to download the app. It literally does not function.

Pre visit review: Hotel appears great, but the great feature of a Digital Key never works. This is at least the 3rd booking it doesn't work where they request i check in at front desk.

Makes you sign up for their app just so you can be apart of their email list instead of actually being functional

Took two shots to check in. And can’t get the digital key so need to go to front desk. What use is this?

Really getting annoyed with the constant having to prove who I am at the front desk so I can use the contactless checkin !

I stay at Hilton quite frequently and the digital key has only ever worked twice. After that, it’s one issue after another. No amount of resets from the front desk could fix it. It takes away the supposed convenience of the digital check in option. Very disappointing.

Several phones, several bookings. It has never allowed me to check in beforehand despite charging my card the night before my stay. Avoid useless apps that promise but can’t deliver. Deleted.

Cela fair 1 semaine que l’application Hilton ne fonctionne pas. Et personne n’arrive à m’expliquer pourquoi elle bug. Donc je dois réserver avec booking , je n’ai pas les points ni mes réductions.

Wife confirmed reservation and got a digital key. Sent me a link. I downloaded app set up account but doesn’t work The link sent to me opens a website not an app. I opened the app first still no success. Zero help Zero online support available. If you’re going to to offer a function. Test it by trying to break it