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Hilton Worldwide, Inc. complaints

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7930 Jones Branch Drive
McLean, VA 22102 | Get Directions

(703) 883-1000

http://www.hiltonworldwide.com

For business hours please contact (703) 883-1000.

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Total Amount in Dispute:
$297.00

Total Amount Settled:
$0.00

Complaint Experience

67%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Some complainants allege that the company deleted their frequent flyer miles from their records or received notification the accumulated miles had expired due to a one year period of no usage. Other guests report dissatisfaction with non-cancelable reservation policies inability to obtain credits for future visits or that specific amenities such as king size beds or non smoking rooms reserved in advance were unavailable to guests upon arrival. A few complainants allege the condition of the room was of poor or sub-standard quality or that company personnel was rude or unhelpful in resolving their concerns. The company responds to some complaints by giving credits gift certificates or refunds. Allegations of disappearing frequent flyer miles were generally not addressed. Most complaints are unanswered.

Complaint Closing Statistics

3 complaints against Hilton Worldwide, Inc. closed in last 3 years.

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

3 complaints against Hilton Worldwide, Inc.

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7/31/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

7/9/2024

I try to sign in my Hilton account online,and Hilton would not let me sign into my account Resolution Sought Fix my problem

Company Response

7/19/2024

Company states: Her comments are simply that she tried to sign into her Hilton account online and hilton would not let her sign into her account. Her desired settlement: Fix her problem. I used her email address to get into her account through our system and found that on 6 Jul she was informed she needed to reset her password and she did not want to cooperate. She was using an iphone but needed to use chrome browser but she refused. She was also told she needed to use a different devise but she refused that as well. I am unaware how we can fix her problem if she does not want to cooperate with what our Customer Support has told her she needs to do.

6/18/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $186.00 Amount Settled: $0.00

Customer Complaint

5/10/2024

Was not able refund for canceling hotel reservations .My wife has Multiple Sclerosis and is having trouble walking.So we tried to cancel our trip.Was not able to get a refund from the Double Tree by Hilton Winston Salem North Carolina ,AARP Travel Center or Expedia. We feel that we are being discriminated against because of our MS condition and will also contact the MS Society on this matter Resolution Sought Refund all of my money.

Company Response

6/6/2024

Company states: We received a letter from them as well and on 29 May 2024 I sent an email explaining that their reservation was booked and paid for through Expedia, a third party company, and that Hilton has no control over another company. Any refund this guest receives must come from who they paid, Expedia.

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