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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:
$823.00

Total Amount Settled:
$0.00

Complaint Experience

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

5 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
0	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
5	Unanswered

5 complaints against Hilton Worldwide, Inc.

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1/30/2024

RESPONSE: Complaint was not answered Amount in Dispute: $110.73 Amount Settled: $0.00

Customer Complaint

1/4/2024

I made a reservation on Hilton.com for the 11th of the month and received a confirmation for the 12th. Customer service stated, since I had a non-refundable price, they would have to charge me $25 to change it. He also explained top of the $25 it was also $22 more for the 11th. The agent then told me if I booked 2 nights, I could avoid the fee. I only need the room for one night. Why would I pay for two? I do not know what kind of scam booking is running, but I travel to visit family frequently and I will never stay at this or any other Hilton again. Resolution Sought Change the date without the $25 fee, as they should or refund my payment.

8/28/2022

RESPONSE: Complaint was not answered Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

8/2/2022

I stayed at the Hilton Hotel, 1999 Powerplant Parkway, Hampton Va this on July 29th and left July 30th. I was supposed to stay until July 31st but the room was filthy! When I arrived and went to my room, a bug was in the tub. Housekeeping came and killed it. Then, the room did not get cleaned the next morning. I was told it was not going to be cleaned until I checked out. The room vents were filthy with build up and the bathroom walls looked like mold and build up dirt was on them. I filed a customer complaint but I want these rooms investigated. I have pictures if the bug and filth! Resolution Sought I would like a refund or even partial since I checked out early due to the condition of the room. I didn't trust sleeping they're another night when they told me the rooms don't get cleaned every day. I paid over $400 for one night stay! I have pictures of the bug and filth.

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