Complaints for Hilton Long Beach in Long Beach, CA

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

Customer Complaint

11/7/2025

Iam writing to formally dispute a $300 smoking fee that was charged to my account following my recent stay at the Hilton Long Beach. I am extremely disappointed and offended by the way this situation was handled by the Assistant General Manager, Judith, whose behavior was unprofessional, accusatory, and entirely inconsistent with Hilton's values and service standards. To be clear, I did not smoke inside the room at any time during my stay. I only smoked in the designated outdoor smoking area, as confirmed by both security staff and guest services who personally observed me there. Despite this, Judith accused me of smoking inside the room and applied a $300 charge while I was away on a cruise celebrating my anniversary. Her explanation was contradictory—she claimed the next guest reported a smoke odor, yet also stated the room required extra cleaning immediately after my checkout. If an enhanced cleaning was performed, there could not have been a residual odor for the next guest. This inconsistency suggests the charge was unjustified and imposed without proper verification. I have been a Hilton Honors member for years and have never received a single complaint or violation from any Hilton property. However, Judith went further to threaten to report me to the Hilton Family & Friends program and even to have my Hilton family member reprimanded for something that did not occur. This was highly inappropriate, personally offensive, and an abuse of authority. Resolution Sought Money refunded and an apology for being wrongfully accused.

Company Response

11/15/2025

Good afternoon, Provided below is a full report of the recent incident involving guest Ms. Moses and the disputed $300 smoking fee applied after her stay at the Hilton Long Beach. During my property walk, I detected a cannabis odor on the 4th floor and immediately alerted Security and Housekeeping to monitor and report any findings. Upon inspection of Ms. Moses’s room, clear indicators of smoking were present, including: A towel was placed at the base of the door Residue on the table and window ledge (window partially opened to vent) A strong smoke odor in both the guest room and the hallway Security and I inspected the room together and took photos documenting the condition. When I spoke directly with Ms. Moses, she acknowledged rolling cannabis in the room and stated she “left the weed bag behind.” This directly violates Hilton’s 100 non-smoking policy, which also extends to cannabis use and preparation. The $300 charge was applied following standard brand policy and used to offset the deep-cleaning process required to return the room to guest-ready condition on a sold-out night. Despite all of our efforts, the next guest assigned to this same room reported a lingering smoke odor, prompting a service recovery. Unfortunately, Ms. Moses’s behavior during and after the stay has been aggressive and inappropriate toward staff. She has: Harassed the Front Office team through Kipsu messages Used confrontational language with multiple team members Made direct statements with the intent to “come on property to get her money” and “not being done with me,” which I confirmed were not physical threats, but still concerning in tone Given her Family & Friends (F&F) rate, we also reported the incident to the Hilton Employee Travel Program for follow-up, as required. Ms. Moses stated she “didn’t care” about the report. I remained professional throughout all interactions and attempted to de-escalate the conversation; however, Ms. Moses continually interrupted, raised her voice, and ended the call abruptly after being informed of possible trespass action should harassment continue.

Customer Rebuttal

11/17/2025

I want to clarify that I did not smoke in the room at any point. I used the designated outdoor smoking area, where both security and front desk staff personally saw me smoking outside. Any claim that I admitted to rolling cannabis in the room is inaccurate. I never made such a statement. If clear evidence existed—such as ash, burnt product—I would expect it to be provided. Instead, the report relies on subjective odor claims. I was also charged for a “deep cleaning,” yet the next guest still reported a smell, which raises concerns about whether the odor originated from my stay or whether the cleaning was performed as stated. I strongly disagree with being labeled “aggressive” or “harassing.” I contacted the hotel only to dispute a charge I know is incorrect. I was on vacation. Being firm about a $300 fee is not harassment, nor did I threaten anyone. I respectfully request an unbiased review, including photos, cleaning documentation, and verification of the alleged smoking evidence, as well as reconsideration of both the fee and the removal of my Family & Friends access. Run your cameras, interview your guest service workers, interview the waiter who served us. Credible proof!

Company Final Response

Complaints and Resolutions

Hilton Long Beach complaints