Hilton Honors: Book Hotels App Reviews

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Faulty System. I was instructed to download the Hilton app and sign in to my account to complete my check-in without contact at the hotel. I downloaded the app but didn’t have my account number with me. There is no automated way to retrieve my Hilton Honors acct number so I had to call customer service and wait on hold. Then my number was emailed to me so I had to wait for the email to arrive. Once I was able to log in, the app was unable to find my reservation and there are no alternative ways to search for a reservation on the app so I had to call customer service and wait on hold again. Once I got through I was given a different confirmation number than I was originally given but that also provided no results in the app so after all that effort I am unable to check in using the app. The automated phone system for customer service was glitchy and I had to repeatedly enter the same information. Overall I would be hesitant to book with Hilton again in the near future if it means putting up with this reservation and customer support system.

App Not Working. I’ve been a Hilton Honors member for a long time, and one of my favorite features used to be the Hilton App. I say used to be because my app hasn’t functioned in months. When I open the app I receive an error notice about not being able to view my upcoming stays. I can search for hotels in a city but when the results appear every result states the following: “couldn’t load rates.” And I cannot make a reservation through the app. When I go into my account info there are no past stays listed, even though I’ve spent 20 nights in Hilton hotels this year. This has become frustrating to the point where I’ve started staying at Marriott properties, even though I prefer Hilton. My current review would be one star if it weren’t for how awesome the app used to be. I’ve contacted the help line and desk agents in Hilton hotels. Everyone says it’s working fine. I’ve deleted and reloaded the app multiple times with no change. Would really appreciate some help because my app is currently worthless.

Disappoints more than wows!. 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!

Handicapped Accessible. My son and I stayed at a local Homrwood Suites and required a handicapped Accessible room. The tv in the front room was broken. I was told either stay there which meant my son would not able to watch tv or move to a none accessible room so that it what we did. I asked why they just couldn't put another tv in the room as the hotel was definitely not full. I was told I was being uncooperative. I bit my tongue. So much for the customer is always right. When we got in the other room & I went to use the bathroom I realized the toilet was very low and without a bar to help me get up I was going to have a problem. Sure enough as I attempted to get up I was dizzy and fell back. I knew I would get no positive feedback from the person working so I said something the next morning. I suggested that they should have bars near the toilet in all rooms as many of their clientele are familes who may also have elders w/ them.

Hilton Reservation Staff AWFUL. 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!

BEST STAY EVERRRRR !!!. 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.❤️🥰

This is the best hotel app I’ve ever used. 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.

The most confusing app for a major hotel brand. 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.

The best :). Hilton Hotels exemplifies unparalleled hospitality, blending luxurious accommodations with impeccable service. From the moment you step into their elegant lobbies, you're greeted by a warm atmosphere that sets the tone for an exceptional stay. The attention to detail is evident in their well-appointed rooms, each a sanctuary of comfort and style. The staff's commitment to guest satisfaction is truly commendable, ensuring a seamless and memorable experience. Hilton's commitment to innovation is showcased in their modern amenities, catering to the needs of both business and leisure travelers. Whether it's the exquisite dining options, state-of-the-art facilities, or the thoughtful touches throughout, Hilton consistently delivers a world-class hospitality experience that exceeds expectations. Choosing Hilton is not just booking a room; it's indulging in a refined journey of comfort, making it the epitome of luxury accommodation.

Should be easier to connect reservation to Hhonors account. A reservation for a work trip didn’t include my Hilton Honors account. I can easily find the reservation in the app and easily add it to my wallet, but why do I have to search for it (manually enter 10 digits & my surname) every time? I expected after finding the reservation, it would be in my stays (linked to my account) for easy retrieval going forward. Nope. I have to search manually for it again. Well, at least I could jump to it from the reservation in my wallet. Nope. Just opens the app, not the reservation. Well, at least I could copy the reservation number from the wallet to avoid re-entering a 10-digit number manually. Nope. The reservation number isn’t easily copied from the wallet. Googling for an answer suggests I need to call to have my Hilton Honors account added to the reservation. Seriously? Hilton, you’ve got what appears to be a great app... but it didn’t make a good first impression for what I suspect is a very typical workflow.

I understand that it’s a pandemic, but.... Usually we are satisfied with HH and Hilton Grand Vacation Club; however, the lack of attention paid—including HOURS spent on the phone rehashing several poor, recent experiences, ignored emails, and the loss of our chosen benefit (free made to order breakfast) with no replacement—have really left us disappointed in 2021. People at the hotels have been great, and many of the customer service HH workers have been very nice. The problem is the length of time I spend on hold and re-explaining the problems and the inability of workers to offer upgrades to make up for my wasted time and less than Hilton quality situations. I hope that Hilton is able to hire and train the people necessary to satisfy the promises of excellence we have become used to as HGVC and HH members since 2005. It really is the employees who make a difference. They represent Hilton. Give them the tools to make owners/members feel as valued as the cheesy “We appreciate your Elite (or Diamond) status. I do not feel appreciated. I hope things turn around...

The Ultimate Hotel Companion: My Love for the Hilton Honors App. 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

Stay anywhere else. 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.

Hard to use and not logical. 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.

Diamond customer, Ken Waughtal. I recently had a stay at the Hilton Garden Inn in Evansville Indiana. I would estimate I have stayed there 6 to a dozen nights over the last two years. The person next to the person that checked me in told me that I was going to have to move my vehicle. I thought they should have asked me to move my vehicle before they checked me in, because they knew it was a problem for them. And when I ask her to cancel my reservation, she said there would be a charge. So I called Hilton Honors customer service to express my disappointment twice and the second representative told me I would be receiving 20,000 points for the inconvenience. I have been totally loyal to the Hilton chain for more than a couple of years now. If Hilton Honors change their mind on giving the points I would appreciate some communication in regards to it. It’s not about the points it’s following through with what you said or communicating the change. Thank you

Rates Default to Non-refundable. 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.

App yields inferior experience. While I enjoy the option of having a singular location for receipts and organization of my stays the app has consistently provided me an inferior experience to that of my peers who don’t use the app. First and foremost are the check in times and rooms. I typically travel for conferences and am offered an upgrade “if available”. However, checking in with the app forces you to use the published check in time. There is never an option to try and obtain an early check in. At the last conference not only was I forced to a 4pm check in, I lost the opportunity for an upgraded room to the people who did not use the app And we’re able to check in between 1-2 hours before me. To top it off the app often tells you that you still need to go to the front desk for both checkin and checkout. At the very least, I should be able to request an early checkin and/or upgraded through the app. Finally, when asked to provide feedback within the app it would not accept what I’ve provided here.

Handicapped Early Check-In. 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!

The App is the difference. 122 nights at Hilton hotels and I’m Titanium Elite with Marriott. Marriott’s app is sub par to Hilton. With Hilton I literally do not have to interact with a human. You make a res, get the room you want, make special request that are actually honored, add guest to room in case they arrive first, check in, select exact room and use your phone for your key. You text them if you need anything and checkout with the app when you leave. With all other brands, all you can do is make a res. Their checks is a joke because you still have to go to the front desk, show ID, credit card, wait in line and let some front desk employee bang on their computer for a while. Just as Delta’s app is years ahead of other Airlines, Hilton’s is the reason me and my company have switched every stay we can to Hilton brands.

App feedback. 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.

Digital key will only works for room door.. 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.

Worst Problem Ever for Lifetime Diamond. 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.

Seemed like this would be a good thing. 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.

Can’t say enough wonderful things. 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.

Cannot trust the app. 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.

Hilton Garden Inn Concord NC.. 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.

First solo stay. 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.

Problem with digital key under new version. 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.

Rooms need attention. 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.

Still Live This Hotel. 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!!!

Be careful which device you check in on. Check in on your iPad and you are stuck lugging your iPad around for the duration if you want to use the digital key, the digital key only works on the device you check in on. I have been burned by this several times now and is it ever annoying. The Hilton app works just fine to book rooms, I use it all the time and have been happy. The problem is that even though you can share the digital key with others you cannot share the digital key that is on the iPad with your iPhone. I have tried, several times. Come on Hilton, please fix this. Road warriors routinely respond to your nag messages to “check in now” on an iPad while on transportation and then can’t use the iPhone that they carry everywhere to get into a room? What is the point? Irritating quirk for sure.

Recent adverse changes. 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

A Confirmation # does not mean you are confirmed to have a room!. 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!

Digital Key Feature is Misleading. 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.

Help. I’m a happy Hilton Honors Gold Club member and up until 2 weeks ago have absolutely loved the App. It will not allow me to check current my stays or make new reservations. My stay says “error retrieving upcoming stays”. When I go to make new reservations it says “couldn’t load rates”. I’ve emailed customer service once, spoke to two different customer service reps two different time, and uninstalled and reinstalled the app 3 times. Nothing helped; same thing occurs. Very frustrating. I can go to website and access no problem but takes a lot longer. It’s not a connection issue because I went to several places in town that has excellent WiFi and that doesn’t help or change anything. For now, because I loved the app and I’m a happy Hilton Honors member I’ll give a 5 star in good faith. But I hope someone reading this can help fix my problem.

Not as awesome anymore. I have been using this app for several months at one hotel where I used the digital key and had no problem. I am on my second stay at a different hotel and the digital key is t working again. The first time it just wouldn’t turn green when I got to the door now the app is telling me to turn on Bluetooth in order to access the digital key meanwhile my Bluetooth is on. I tried turning everything off and back on and closing the app completely and opening it again with no success. Please fix this glitch. I travel pretty often for work and get in late. Having this feature made things easier. Above challenges aside, the other features of the app work well and make checking in and out very convenient. I gave one star with the hopes that someone would read the review quickly.

Excellently intuitive app!. 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.

Not a happy camper. 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!

Roanoke Rapids Hilton garden. Stayed at this particular hotel over the holidays for three days. The first two days are used card A to be charged. I decided to stay another day so I different card.... card B. Card B was charge for all three nights EVEN WHEN CARD A WAS ALREADY CHARGED FOR THE FIRST TWO NIGHTS... Card B was only supposed to be used to hold for incidentals because I was paying cash at check out. (I mean money was withdrawn from card A already and not returned)+(I paid cash for the third night. Long story short, I called the general manager about he’s not concerned about it because he haven’t returned my call after 2 days of voicemail. The problem still isn’t fixed. So I’ve been robbed and pushed to the side until this gets fixed. I particularly think race played a part in the matter as well. But anyway, it’s just a BAD LOOK FOR BUSINESS.... Hilton

Not the same Hilton as it was 2-3 years ago.. The app Hilton has is horrible as is its website with the problems it has that range from saying that some rooms are smoking to mixing up queen & double beds, deleting the name of an “additional guest” you may put in the App (which makes it very hard when i have an employee or security team travel ahead of me), app will occasionally change room types booked to a room not as nice as booked, showing that lower prices are available or showing one rate even after you select a rate it changes in the final screen before you click the final “book” button and in my opinion the worst thing I have found with Hilton’s App is that it shows some properties in the United States do not allow service animals or even worse it shows a charge for service animals as well as Hilton keeps all service animals policies under its pets section. These are just some of the problems I have found and have been telling Hilton about for YEARS now! Also to say that I am a loyal Hilton diamond member since approximately 2003 and I have watch Hilton grow in a great way but Hilton is on a downward spiral.

Will be back!. 2 night stay in LKLD. Unfortunately the first night Home2 was “sold out” so book with competitor on the north side. So disappointed with the highly rated competitor that we checked out early when we found out Home2 had rooms for our 2nd night. What a difference!!!! Open, bright we’ll kept, clean. Great beds, sheets were soft and comfortable. Check in was quick and easy and the gentleman working the desk (don’t think he goes home 😆) was super friendly and accommodating. Boxed breakfasts in the am were better than I’ve had at the competitor who is known for giving out grab and go bags of carbs. Met Janice (aka Janet) at check out - super nice and engaging and accommodating checking us out quickly while we engaged in great conversation. Lady working the kitchen area offered us help filling our cooler with ice before we left. The staff gets 10 stars out of 5!!! Great stay, will be back!! G

Do NOT like new breakfast benefit. 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.

Worst hotel ever. Filthy. Public Trash cans overflowing with garbage. Open, half drunk water bottles in the fridge. Only 1 elevator works, took me 20 minutes to get the 1 remaining elevator just to get to my room after check in. Then took me 30 minutes to get downstairs in the am for breakfast plus another 30 to get back to my room. The Stairs were exterior to the building and can only use them to go down. Rude staff (but to be fair they are pitifully understaffed). This will be my last stay at a Hilton hotel as I have watched their quality deteriorate over the past two years NATIONWIDE, and even internationally. PS, this is coming from a former Hilton Diamond, current Gold member. When I travel for work or pleasure in the future it will be with a competing brand to Hilton. I won’t even use my points for free stays as life is too short to stay at such poor properties.

Issues. This app is great for one stay at the same place for one or more days. Add one or more stays at different hotels, one night each, snd trouble ensues! The first might, all was well. But I could not check into my next night, at a hotel in a different city, until I had checked out if the current stay, even then, the new stay did not show up in the app for several hours. I was unable to activate the digital key, even after receiving confirmation that it had been done. The error message said it had been activated in a different device! The hotel clerk could not assist, so we ended up with physical keys. I still have yet to see my invoice for the first night. Neither if the stays were visible as upcoming stays in my account, even though confirmations had been received. Bottom line, this app needs work. Not ready for prime time!

I Can Breathe Again. 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" 🔥🔥🔥🔥🔥

Nieves LisaMarie. 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.

Great App- Hit or Miss Features. This app offers a lot of great features to make the hotel experience convenient both before and during your stay. It’s great for booking and modifying reservations as well as quickly finding info and amenities for the hotel you’re staying at; however, two features miss the mark on execution. The chat with hotel function often fails to display a response from the hotel. You’ll get a notification of a response, but when you open the chat, it sometimes takes hours to actually populate the response, if ever. It’s especially frustrating when you’ve already read a portion of the message in the initial notification. The other issue is the digital key card failing to work at certain sites-I recognize this may be an issue with the specific hotel rather than the app. These functions are great concepts, but they are both persisting issues which have not been addressed in app updates.

Violation of their own privacy policy, and developer guidelines. Hilton continues to send push notifications for AMEX card offers, even when all notifications are turned off. Even when you only have stay alerts and stay reminders turned on these pop-ups continue. I spent 46 minutes on the phone tonight trying to get somebody to help and trying to get somebody to open a ticket with their tech area to have the developers work on this issue and was unsuccessful. Hilton has joined a long list of apps that I’m no longer going to use and will likely stop doing business with them. Their sending notifications violates their privacy policy as it states and I quote: “ You may control whether our mobile apps send you push notifications by changing your notification settings on your mobile device. If we engage in sending you in-app messages, we will allow control for those in our apps' settings.” It also violates Apple policies as under the development guidelines for sending marketing notifications, it states “Don’t use notifications to send marketing or promotional content unless people explicitly agree to receive such information. “ and “Make sure people can manage their notification settings within your app. In addition to requesting permission to send informational or marketing notifications, you must also provide an in-app settings screen that lets people change their choice. For guidance, see Setting”

The HH app is great but the program in the USA is not. I am Hilton Diamond and shopping for a new loyalty program. Hilton Honors in Asia is wonderful, in Europe is good, but in the USA is terrible. The use of plastic single use water bottles to greet guests is just pathetic and really old school. There really are no other perks. Hilton Honors Diamond doesn’t even get you breakfast at a Hilton property, as they deliberately price breakfast higher than the allowance. I have Marriott Gold status through my credit card, like many people, that gets me breakfast and more. The Hilton App is helpful if it works and at many US properties I have had trouble with the parking using my digital key and occasionally my room. Even more irritating is that I can often find a better price and to go through the hassle with Hilton to challenge the price is a pain. I also find I have to discuss my promised HH Diamond credit with properties that “overlook” the credit unless I ask twice. Hilton Honors is growing worse and worse and many other loyalty programs offer more.

Makes life easier while working on the road !. 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

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Best Hotel in Sydney. The consistent great service from the staff, the location and great rooms is why this has been our hotel of choice when we go to Sydney for over 10 years now.

Great app. Makes bookings easy and efficient. Best hotel app I use. Highly recommend.

Latest upgrade has rendered the app incapacitated. The November 2019 upgrade has inherent issues . The app is no longer functioning .

For stays, is great but some orders not honored. I've used twice recently, and the app works great for checkin and selection of a room, but the maps usefulness differs between hotels, but I did find that prearranged arrival orders weren't received by one hotel. Given the app did issue me a receipt and info correctly, would appear to be a problem outside of the app itself. It's certainly improved over the years from a marketing app to something increasingly useful

Hard to beat. Very good perks and personal service. Reliably high standard around the globe without being plastic. My preferred brand

Stays won’t appear in the app. I have made booking through the Hilton website on google and then after i download the app and login in but every time i open the app it’s says error no bookings made try again later.

Just a great App. Finally, a hotel app that actually works and is intuitive. I use this app frequently and it’s ease of use is its main strong point.

Doesn’t work properly on iPhone. The app doesn’t sync on the iPhone but it works on my iPad. However it is pointless on the iPad to an extent as it is too big for a digital key!

Easy to tap. I love the Hilton app, it is easy to use and does not waste your time on any silly questions. It is ideal for us busy business travellers

Best of all Hotel Apps!. Well thought out, well designed, easy to use, great features such as room chooser and early check-in. Best of all hotel apps I’ve used and that’s quite a few.

Easy to book and find the best price. So easy to use

Great app. I love this app I have had it for over 3 years now and it makes travelling so easy and you always get a good deal.

No points. Points do not get credited unless you ask several times. I have had more than 10 stays in the last two weeks and received credits for only 4 nights

Hilton Honors is a great system. I’ve had a few loyalty cards, but I believe Hilton Honors is the best I’ve had . The app is so good and the system is great, at the hotel you’re treated like family

Warning. Make sure you book direct or you won’t earn any points

Hilton membership. We love staying with Hilton. The Hilton has been a big part of our life for many many years. We always feel at home in the Hilton no matter which country or city we are in. We are nervous about proposed changes to Hilton Maquarie set up and hope our arrangement and method of maintaining points as a Diamond Member is not adversely affected.

Hilton App. As a frequent traveler, it’s easy to use, all Apps should be like this.

Online Check-In Bonu. I used the online check in to select my room and it was very easy to do using the app.

Grand standard Service. They delivered exceptional experiences to every time we stayed at the Hilton. To every guests, and they always filled our day with Satisfaction. Thank you Hilton Brisbane for making our stay feel at Home every time. Definitely, will choose to come back and my Partner was very Happy with your Complimentary every special occasions that we had and the service at the Vintaged Bar & Grill + the Executive Lounge staff. Job well done! Looking forward seeing you again soon Hilton Brisbane family.

Excellent services and staying. I have been travelling a lot of the world and staying at Hilton wherever i go. It was absolutely beautiful to stay and excellent service.

Handy for hotel guest. If you are regular hotel guests this app is so handy for you to organise your trip especially when you have several trips at the same time.

New to a hotel loyalty app. This works well to keep track of your trips and preferences. It can be a little sluggish to take your member details and remember these so I needed to do a capta every time for the first 3-4 weeks. I like the city summary and weather info.

HHonors - THE app for hotel bookings. Love this app and this program. Have used it extensively in current driving tour in SE USA with no problems AND great hotel service.

Excellent service. The team @ the Hilton always deliver. Great accommodation, food & service, thank you.

Missing points - scammed!. I stayed 4 nights at a Hilton in Hawaii this month and not a single point has been added! Plus, there’s NO WAY TO CHALLENGE this in the app! I’m a member of many other member programs and all of them offer an easy in-app way to request missing points! Disgraceful scamming way to cheat customers.

Brilliant. Havin stayed in many hotels around the world this year, Hilton Mumbai stood out amongst the crowd. There service and hospitality warm and welcoming. The professionalism and attention to details exemplary. My favourite stay to date! Congratulations Team Hilton Mumbai for a beautiful and memorable experience.

I wanted to stay longer. For the first time I found using the app hard. I wanted to stay an extra night and it appeared to be you had to cancel the reservation and make another at the current rates or make a separate additional reservation for another night. I did the latter. Extension of stay should be available in the app.

Love this place. Great place to stay and as always with the checkin app and room selection availability what a great experience! Good work Hilton

Easy and rewarding. I always find this easy to use and easy to access different rates and inclusions. Enjoy the easy and success this app allows !

5 Star Service. I want to highlight the outstanding customer service I received from Manager Sergei at Hilton Surfers Paradise. Not only did he call to discuss the feedback I provided to the hotel, Sergei provided a resolution to ensure customer satisfaction. A great hotel where staff listen and are professional at all times. Thank you for a memorable stay.

Rarely works, doesn’t link stays to program. App rarely works, doesn’t allow for feedback or questions regarding the Honours to a customer care team. Forces you to make an international call to get a stay that was booked directly with Hilton where I gave my honours number at both booking and check-in to reflect in the app. It’s just all too hard. After numerous instances where they have forced me to spend time and money trying to receive some form of customer service, I have come to the conclusion that Hilton is just not interested. Plenty of other 5 star providers do it better.

Good App but. Good app but it would be really handy to be able to checkin & get digital key for day use rooms

4pm checkin is total BS. Since when do hotels have a 4pm checkin time? 2/3rds of the day have already expired. 2pm has been the industry standard for decades. Disgusting service. Pay more staff and clean rooms more quickly

Pricing. Please fix the room rates as they haven’t been loading for months. Otherwise I would give the app 5 stars.

It's getting better with age. Used the Hilton App for over 5 years and I must say the latest additions are great ! Well Done and keep it up, few years back it was very difficult to use and always would crash !

Digital Key Still Problematic. Managed to use the app to register and miss the queue at reception which is great. Digital key finally worked on the iPhone using the HH app. Phone doesn’t suggest the key when at the door. Key in the Apple wallet doesn’t work. Apple Watch doesn’t work. Sharing the key doesn’t work. Too many issues to keep using the app.

Using points. Why is it so hard to find the area to use points? I made the booking without being able to find if I could use any of my points. Not happy!

Holidays made easy. I love the apps door key entry, information on the hotels, messaging and check in. Simple and effective

Best rates, features not available on other sites. We’ve done numerous trips in the USA and the Hilton group never disappoints. The app is easy to use, delivers lower rates than other sites that boast to do the same. The ability to check-in, select your room and get a digital key is groundbreaking.

Delay in updating point and missing points. We have been staying at Hilton for our USA trip staying at Hilton’s as a standard and would have expected to see all stays. Some nights booking 2 rooms. I have 1 receipt so far and they haven’t been credited either. Very disappointed. There is no point having a system if you don’t update it.

Lost without it. Hilton Honors app makes it so easy to locate, book and check in my accomodation

What’s going on with the app??. Your app was great and I never had a problem using it for bookings, changes to bookings, check-in etc. I just went to adjust two upcoming bookings and was not able to open the app unless I updated to the latest version. Now it closes after about one second every time I try to open it. The two stars are because you had a great app; the missing three are because now you don’t. Guys if it ain’t broke, don’t fix it.

Very happy with app... now :). App runs so well now. Big improvement from earlier this year! Welldone hh

Great app and great hotel group. I’m a big fan of the Hilton group they did a great job transforming themselves over the past years to be an attractive place to stay. Looking forward to the expanded portfolio of locations, particularly in Australia to travel and explore more of our own backyard. The app is great to manage ourHonors membership, bookings and keyless entry into the room.

Serious issues with booking and clarification. I have been experiencing serious issues ver the past three weeks making reservations on the app and website There has been at least three stays I ended up staying elsewhere due to ongoing site issues costing me a lot of time contacting hotels going through booking processes etc . I also have been provided w lot of in consistent information regarding my health status however I have been ensured this is resolved and after two stays I have already completed my target enrolment for remaining Hilton honours gold . I’d really appreciate someone to look into the booking site as it has posed some serious issues and I’ve in turn had to book other hotels after trying endlessly online .

Easy Check In. I’m loving the ease of online check in and digital key. Thanks

Fantastic. Everything I can see on my device & from a touch of a finger I can change anything , great idea & I earn points 😀

Works well. Seems to work well but would like tax amount displayed on main page

Watch functionality needs digital key. Hey guys, Nice phone app but the watch app doesn’t do much. It should at least have the digital key. When I go out for a run and have no pockets, I used to leave a key at reception. Now I have to leave my phone???? Makes sense if you have a phone app, you should tap into what the phone can do.

Erratic rates!!!. Rates are erratic and when booking business trips across another service requiring approval process alternative accommodation needs to be sourced due to room rate increases over night of $150 per night. When discussed with phone operator or staff no flexibility or understanding,

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Service. Toujours un service de qualité supérieur. Merci

Impossible de choisir notre chambre. Malgré la publicité que l’on fait à l’effet de pouvoir choisir ou modifier notre chambre, il est impossible de le faire avec l’App tel que mentionné! Vraiment déçue car je n’aime pas l’emplacement de ma chambre!

Hampton - rooms scent free!. We have stayed in many Hampton Inns across Canada and USA. We have been treated with great courtesy and care regarding my spouse’s allergy to scents. Rooms have been scent free every time.

Information wrong. I have tried many times to update my information since has changed over the years. The website will not accept the changes. I need to change it every time I book a room.

Comfort. Hampton inn are so comfortable and clean friendly service they make you feel special!

Terrific app!. Always works awesome. Never a bad experience.

Doesn’t work. Logged me out for no particular reason then didn’t work when logged back in. There’s no way in the app to show / use pre paid parking or breakfasts. Pointless app.

App is Garbage. The app is complete garbage. Consistently never lets me check in online and forces me to call. Defeats the whole purpose and will not allow me to check in on web page. Trash.

Mauvais. Fonctionnement aléatoire Pas fiable En anglais seulement.

Lacking. During my most recent stay, the TV’s in our room didn’t work and the pool/hot tub were closed, however no discounts were offered for the room rate

Love the App!. Love the Hilton honours app always really easy to use and navigate. Thanks!

Easy. Good App. Flows well

Very good Hotel App. Very good User friendly App for Check-in and Check-out options

Worst service from an app ever. This app won’t let me sign in with my saved password. Won’t let me change my password and worst of all I paid for premium internet to use my Google Chromecast and it doesn’t work. Frustrated in Regina. Worst internet ever! Hotel is clean and everything else is good but the wifi sucks.

Slick and Easy Use. All the info you need with a great interface !

I really like this app!!. Good job

Check in. Super easy and liked a lot

Awesome!. This is awesome! Seriously, nothing better.

Good place. This is our second stay at HGI at Cambridge, Ontario and we are happily looking forward to it. The cleanliness is top-notch and we are sold on that, in addition to the comfortable mattresses. As well, in the future, I would be tempted to stay at a Hilton property given that I feel connected to them via their Hilton Honors app:)

Langue. J’ai demandé application en français et tout est en anglais

Hilton Niagara Falls. Very poor customer service following a most recent visit in February at the Hilton in Niagara Falls Ontario . Management was unwilling to resolve a matter in which they were negligent on regarding my vehicle . They were painting lines in their parking garage and failed to inform guests. After being directed by their contractor to park in specified area my car had yellow paint all over tires. Manager refused to acknowledge negligence and offered $100. This is a brand new car and that is a poor example of restitution. Calling customer service line was not much better as they keep deferring back to hotel manager to make decision. They completely refuse to accept fault and have no intentions of making this right . I will also note that I am a Hilton honours silver member which really means nothing in the grand scheme of things . Very sad that they are treating paying guests in this manner and poor customer service for an organization of this size .

Toujours satisfaite. Que ce soit à Montréal , Toronto , New York ou ailleurs, les Hilton sont des valeurs sûres. Le service, la propreté et la courtoisie des employés font que je choisis presque toujours cette chaîne hôtelière.

First time. First time using the app early check in a day before and got to pick my room loved it.

App does not work. This is the 3rd time I’ve attempted to use the app to check into my hotel in the past year and it prompts me to call every time. I’ve not once been able to find my reservation!

Not much choice to choose rooms. Not much happy

Very good. Très beau séjour Très propre Petit déjeuner excellent

Great app. Best app! So easy to check in and out of the hotel.

Marivic. Love hampton inn

LL. Exceptional service. Special thanks to Krishna for all his his help and thanks for making our stay so welcoming.

Broken?. App wouldn’t find my reservation from confirmation # date.. the only purpose of downloading it in the first place

Rapide et simple. Tres facile à télécharger et utiliser

The app doesn’t work. Whenever I try to get digital key it doesn’t work

Why pick a room. They moved me anyhow…..

Uses notifications for ads and marketing. My lock screen is not your space to try to get me to book a stay. Uninstalled.

Seulement en anglais ??? Pourquoi???. Application et site Hilton honors seulement en anglais. Depuis mon inscription, je n’ai jamais reçu de points fidélité. Dommage j’ai déjà plusieurs nuits, qui semblent non comptabilisés. Devrait être plus vigilant à comptabiliser tel que mentionné sur le site les points annoncés.

Random error. Can’t log in. Cant change password. Random error. Good work Hilton. It would make me so happy if this app just worked. Instead it’s just wasting my time, stressing me out and confusing me.

Une application multilingue SVP!!!. Cette application n’est disponible qu’en anglais.

Booking is easy. Travelling for work is made easier as I can find hotels quickly in each city that I visit. Thanks Hilton!

Langue. Dommage qu’il ne soit pas possible d’avoir l’application en français.

Best Ever. Iibstay in a lot of hotels and always choose Hilton because of the ease of the app and the benefits.

Hilton Review. Love Hilton Honors and convenience of checking in and out with phone. Also get to pick a room.

Amazing places to stay!. Always enjoy the comfort of my away home with Hilton!

Your app. 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!

Best App for hotels!. So far the best app for hotel. And best hotel ever.

Family friendly hotel. This is our favourite hotel in Grand Forks. It’s location is close to shopping and restaurants. Always very clean and free breakfast. Highly recommended your family stays here.

Digital key. So like seriously, if you have all my information and a valid credit card and you can see it’s approved why do I still have to go through another process to get to my room!

Langue des communications. J’aimerais bien que l’appli soit en français

No support on currency conversion. It’s a shame there is no support on currency conversion

Racer. Very simple , seamless on line check in ! I’ll review the room itself once I have stayed in it.

Best hotel App. The easiest and most efficient hotel App available. Contacless stay from arrival in Parking to checkout!

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Continuing with HH. Hilton lost some of their hospitality specialness since Covid & over the last 2 years. An observable difference from Maine to Maryland corridor was attentiveness of housekeeping, front desk, maintenance and general upkeep upkeep. I certain it was mostly Covid logistics, employment & staffing issues and perhaps some leadership challenges. The observations were noticeable but also improvement was noticeable. I was contemplative of leaving the Hilton system but wanted to be patient as I have been with Boeing, transportation as well as Southwest Airlines, the cruise industry et al. Our most recent stay met expectations and staffing was improved & attentive. I’m staying the course with Hilton, not the least expensive lodging systems. Waiting for Hilton’s return to “exceeding expectation” status, there’s more work to do as I’m certain Hilton leadership realizes.

Please fix digital checkout!. I have 10 stays so far this year and have yet to be able to check out from the app. This is so frustrating! Don’t send me a reminder if it isn’t going to work. I also have an issue with digital check in if you aren’t going to give me the room I pick. I get it if I try to check in earlier than my stated time but if I show up after, I should get the room I pick! Most recently I specifically booked (and paid extra for) the option for high floor. Then chose my room on the 7th (top) floor. I checked in 2 hours past when I thought (LA traffic) and got a room on the 4th floor with street noise. What’s the point? Also, why do I need to indicate that 3 people are staying in the room and you only prepare it with 2 towels? This has actually happened multiple times. Please don’t provide these options to honors members if you aren’t going to honor them.

The App is a great idea but does NOT WORK. Hilton’s App has sent notifications that I can save time and is encouraging online check in with room selection and a digital key on my phone. This would be awesome if it worked. The first time I tried to use it, it offered an option for upgrade for $30 more per night so I chose this option and it said “we’re sorry online checkin is unavailable…”. So I used another option on the app to message and asked for the suite for the $30 upgrade and was told they would not honor the app offer because we are in a wedding party and that’s why I couldn’t checkin online. Okay, so I tried again to checkin with the option of no upgrade and it says “we’re sorry we are having technical difficulties and you can not check in online!” Then, I got a message to write a review! So, I’m feeling 1 star is generous for the app and the staff is getting 0 out of 5 stars for not honoring the offer made on the app. I am hopeful my in person experience is much better!

Paid Room Upgrade Interface. The latest update has an interesting new feature: It will tell you in the check-in interface that there are higher tier rooms that the traveler can pay to upgrade and check into. Unfortunately, the user interface doesn’t inform the traveler that rooms matching the type purchased are also on that floor and open to being checked-into. In short, it would be great if the interface could tell me that a floor has both paid upgrades and “free” check-in options on the same floor. Otherwise the app works as well as ever. I’m a Happy Hilton customer, but I use the app often for work and this interface change creates a little bit of confusion for in-app check-in.

Military let down. I tried all day to check in and app was not working. My daughter has been deployed for over six months and wanted a nice place before she flew home to her 3 and 2 year old children she hadn’t seen in six plus months and now we have a less nice room Next to the ice machine. We choose this property because we stayed here when our girls were in jr high and they have always had found memories of our time here. I call the front desk to see if they could get a room like the original one pick for us that the system would not let us check in to but they were very unhelpful and could careless about our situation. Very unlike the Hilton properties I’m uae to in California. Shame on you Hawaii.

What happened to the app I loved?. Don’t know what happened to this app I loved and used constantly pre-COVID. I use to go into this app often to look up properties to check out the selection of properties in particular areas - ( I always stay at Hilton properties if they have locations where I’m going - to that end I often find where I want to be before I have specific dates. Now when I went into the app today I couldn’t get into site information - I couldn’t even get to what properties were located in a city unless I put in checkin/checkout dates - that is just nuts!!!!! The app was just great the way it was - now it’s practically useless for my purposes. I’m am so disappointed and upset - if I have to google the website and look up properties what do I need the app for?

Reliably good stays. I decided to stay in Hilton hotels as a rule because they are reliably good/enjoyable stays. I appreciate that peace of mind. I also like the Hilton Honors Dining benefits, and partnership with various rental car agencies. I have yet to try Lyft, I’ve been an Uber person for years and haven’t yet switched. Hilton did a good job during the early phase of Covid (pre-vaccine)…I had to travel, and always felt they were doing everything they could to keep me protected. Things like that are so appreciated. I’ve stayed at a competitive chain, and HATED that they partnered w a national coffee chain and also charged for breakfast in their hotels…so I decided that I’m a Hilton person and joined Hilton Honors. Years later, I have no regrets. Keep up the good service, Hilton!

Not working at all. Tha app was great in the past, but became dysfunctional for last few months: unable to see past or upcoming stays; unable to make new reservations -shows no rate available at every property; No functionality to contact customer service. This is BIG drawback for me - loyal Diamond member. I did update of the app - didn't help. The app continues to be absolutely useless! Please fix, or I will switch to IHG or Bonvoy. Very frustrating and disrespectful to loyal customers that despite of numerous complaints like this the problem isn't fixed now for months. Something wrong is happening in Hilton. I assume this updated app is developed by your competitors for Hilton as an act of sabotage.

If I can't sign in, how can I use the app?. I, like many others here, can't sign in to the app, no matter how many times I delete and reinstall the app. You can't do anything without logging in, so it is completely useless. I can't think of a bigger app fail than not allowing users to log in and actually use the app. I talked with app support yesterday and they assured me they know what the problem is (sounds familiar from reading responses to other negative reviews?) and to wait a few hours to try to log in again. I waited a full day, uninstalled and reinstalled the app, and I still can't log in. How many times am I supposed to keep trying to login in frustration? How many more negative reviews will it take before the login problem is really fixed? Note to tech support: Don't keep claiming you know what the problem is and it is fixed or will be fixed soon. I'd rather hear that the login problem is being worked on and you'll notify all account holders when the app is ready to actually use.

Was good, now nothing works. Been using the app for probably 5 years, if not more. Was a good app to use. Then it stopped working. Doesn’t show rates for the hotels and you have to call to book a room. I think their booking center is in Mexico since the calls aren’t that clear and so far all of the reps sound Spanish and some don’t understand English very well. Canceling a room is the same. The check in feature is gone. Can’t get stay history or request receipts, can’t see upcoming stays either. Those are the issues off the top of my head. I’ve tried everything from uninstalling and reinstalling the app. Even did a complete reset on my phone back to factory settings and reinstalled it. Downloaded all the updates. Nothing fixes it. The last trip I booked took around 45 minutes to book 2 nights at one city. Would be nice if Hilton would get it fixed.

Hilton Garden Inn- Mooresville, NC. I booked this property for myself and three of our management team. We needed a property with a conference room. The folks working at this property, Renee who booked the rooms and the conference room, Kimberly who was in charge of maintaing the cleanliness of the property, Gina at the front desk, the Maintenance Manager and the Director of Sales could not have treated me and my teams needs any better. I would suggest anyone in the area needing a property to stay there. Kimberly took so much pride in keeping the common areas so clean, you could tell she took pride in her work. Renee was so accommodating making sure my team had everything we needed along with the Maintence manager. Thank you and can’t wait to see you all again!!!.

Am I rating Hilton Honors?. points when I was at Irvine Spectrum Double tree and being a Gold HHonors I should have had free internet. The front desk manager lady was rude. She did not have the room they said they would hold for me (accessible) but she made no effort before my rant to give me another room that is better rather than worse or Fred breakfast.. Really disappointed in the DT IRVINE SPECTRUMS ESP the Latin front office sup who checked me in. Spent a fortune with my 15 person family meeting me there for dinner and drinks but they just seemed to ignore that. I sent an email to the manager and all he said was what an asset the Latin manager is. I thought " man you need to be around the front desk more." I came for a bone marrow transplant and was treated like I was at motel 6. Bad place but good app. Make sense?

Pick My Room. The app works great! I routinely use app to make reservations, check-in, check-out, message front desk, select my room, review my reservations and check points balance. For check-in, when given the option to accept the hotel selected room or pick your own, it should tell you what room that has been picked for you and give you the option to see it on the map if desired. Otherwise, I never use that option because I don't know what room it is. For those of us that stay at the same hotel week after week it would be nice to be able to set it as a favorite that would also pop up at the top of the search for location, rather than selecting the city then the hotel.

This app makes it simple!. With travel picking up again, it was been difficult to jump back into to old and familiar habits. With this app, Hilton has made it easier on us whether we are on the industry for years or just getting started. You can’t go wrong with having this app on your mobile device!!!!! With daily stresses or event planning business organization in travel, this app is my go to when it comes to Hilton Properties. I appreciate this more so now that I am on disability awaiting bilateral TJ prosthetic reconstruction surgery and needing to travel for medical necessity. It doesn’t do everything, however it helps tremendously! Giving it a try and you will see how convenient it is during your travels! Safe & Bon Voyages!

Strings attached. Not just an issue with the app itself (doesn’t show reviews of the place you want to stay), but the service that Hilton provides though the customer service. When you ask them for a better price or match a rate that you found on another website or even another app, as they promise they will do, they may do it once, but forget about asking to matching a better price you found twice. You will be forwarded to Price Matching personnel and if you are long suffering to stay on hold they will say they cannot see the the price that you have specifically told them where to find it. So, “if they can not see it they can’t match the price”. Give them a second chance another time and they will still disappoint you! Who needs the points if their strings cost more then finding a better price and service somewhere else!

Outstanding hotel in the heart of Ottawa. I stayed here for 5 nights with 2 rooms. I cannot thank enough the outstanding staff I had the encountered from the minute myself and my family checked in- Cheryll (my apologies if misspelled) the Manager at night to the breakfast hosts and Justine in the restaurant. I can say I am truly impressed with how friendly and professional your staff were Mr Gilles. You are truly blessed with the staff you have. I’ve been with Hilton for 19 years from managing Hampton Inn’s to opening Double Tree and Hilton Garden in DC! I am jealous yet proud of your staff and yourself. Kudos! We will all be back. Thank you to you all for making our vacation truly memorable! We were there for a wonderful wedding of my niece and you guys made it more wonderful with your hospitality!

Credit card issues for online discounts. I love this app and am a Diamond member with Hilton. Unfortunately, every time I try to make a reservation on line for one of the lower prices (usually things that can’t be cancelled), the app won’t accept my card. It’s the same card I have on file, exactly the same information. I know this because the card comes up whether I’m trying to reserve a room at the regular rate or at the special rate. It always works with the regular rate, never with the special rate. Seems if I can have that card on file for the regular rate, it should be just as available for a discount. Other than that - it’s a terrific app! Literally ZERO other problems. And can I also say, when I’ve had to adjust something, customer service has been great.

Handy App. Good for finding a place to stay, making a booking, getting into your room contactless and all that. My one issue that I’ve run into is that in my hotel preferences. You can choose “smoking room” and that becomes a top priority, but you can’t choose “not a smoking room” If I’m staying a night between flights or am otherwise simply in transit, I’m not that picky about my room. I’d like to just let the app select my room and be done with it. But I’m not going to take a smoking room when I can get a non-smoking room, and the app likes to suggest I take the smoking rooms. Then I find myself needlessly paging through floors of rooms looking for the “right one” when really I’d be good with the first room presenter of in could simply have the options be non-smoking rooms.

App no longer shows lowest points (or sometimes any points) on search results list. [EDIT] THANK YOU! Although I thought the app was just fine before the recent updates, thank you for restoring this functionality at least. I can now again tell at a glance the relative points cost of available hotels at my destination. I have adjusted my rating accordingly. [OLD] You’ve gone and ruined the app with this latest update. No longer do the search results show the lowest available amount in Hilton Honors points for a room. Many are blank, and others show an amount that is not the lowest. So much for choosing between available hotel at a glance. It’s not even possible sometimes to know whether a hotel has any rooms for points without opening each hotel page. Grrr. Please revert this upgrade.

Great, but could be awesome. I love the App, one super useful improvement is if the reservation summary can show whether or not a certain reservation was pre-paid as “advance purchase” or not. For people like me with so many reservations and extensive travel; it is very helpful to have a simple record of which reservations were already paid and which were not. For now, the Hilton App reservation summary does not give this information. Even though I use the App to book, I still rely on your (kind of old-fashioned) email confirmation message because it is the only way I can tell if a reservation was “advance purchase” or not. Sounds really simple, but very important for the very frequent “airport/hotel busters” like me. Thanks

“Presidential” Suite?. Booked a 1 King “Presidential Suite” Hilton Garden Inn Center City Philadelphia and to say we were DISAPPOINTED by this room is a major understatement. When we first entered the room it looked like any other 1 king bed, and the adjoining room was locked. I went back down to the front desk and explained we were expecting a “Presidential Suite” and they unlocked the adjoining room for us. A windowless, worthless, space that definitely did not meet the standard of “Presidential Suite.” The 1 window we did have was small, (approximately 3 X 5) with a 90 degree obstructed view. I feel nothing short of scammed for what we paid. I asked the manager if we could lock the door to the adjoining room and simply charge us for the 1 King Bed. He said the rooms are a package deal. In other words, you fell for our scam, sorry not sorry. Hope the extra $400 was worth it because I will never stay in another Hilton or associated property ever again.

Terrible app, terrible customer service. I made a reservation months ago for Philly marathon weekend using the app. Long story short, MY CREDIT CARD INFO WAS STOLEN. Got my card replaced, & everything ALMOST straightened out, then tried to update all my info with Hilton “Honors.” Turns out all my info in my Honors account was changed, leading me to think that this app (or Hilton!) might have had something to do with the theft. O now can’t access my rewards account and can’t cancel my reservation. SO then I spent the better part of 2 hours online & phone with their “security verification,” only to be told if I don’t give them my credit card info, they can’t change anything. Their solution was to issue me a NEW “Honors” account, which not only rid me of thousands of “Honors” points, but I STILL can’t update (or now, cancel) my pending reservation. ALSO I was told by the “security supervisor” that Hilton Honors is no longer being administered by Hilton, so beware if you store any info with this app.

New update makes stays difficult. The app used to be 5 stars but now to 2.5. Since the new update in April all my past stays and points were deleted. Told by cs rep that booking through a “third party” never showed or kept points in the app, when I have used a third party site to book throughout my past bookings and reservations showed in the app, able to check in as well as use the digi key. During my latest stay I had to call cs for my reservation to be shown as it wasn’t found through the search and when they finally fixed it my digi key would not load which takes away from the main feature of checking in through the phone, picking the room and having the digi key and not carrying a card during the stay. They need to fix this as well as the “third party” nonsense that was never an issue before as you’re still being paid for the stay.

Hilton Rockwall. My stay at the Hilton was not as good as expected my bed was very uncomfortable they brought me up a blanket that had a burned hole in it I was so tired from my classes I didn’t return it it should have been thrown out not reused I have a picture of it on my last day checkout was not until noon I went to class that morning came back to my hours before checkout I entered my room the worker saw me ran up and said no you can’t go in I cleaned it I told her I needed to relax until the luncheon started and use the restroom she told I would have to use it downstairs I was frustrated st that point because I hadn’t checked out I went to the front desk and asked why I couldn’t enter my room since checkout wasn’t til noon he stated the woman should hadn’t told me that and I could if I still had my keys and if I didn’t he would re key the room I told I had them at that point I just waited down stairs for out lunch to start

Beautiful Hotel. Beautiful hotel. Located in the heart of reforma with many nearby restaurants and museums. The rooms are clean and staff goes the extra mile to make your stay as enjoyable as possible. If you can spare the extra to upgrade your room to get access to executive lounge, do so. It’s totally worth it You won’t regret it. You have access to a excellent breakfast buffet with a wide variety of options. And the kickback with complimentary cocktails and alcoholic beverages for a couple hours in the events is super cool. Bar tenders are great. I’ve stayed here twice and will continue to do so when I fly in. I would advise, if I may, carry on luggage only when flying to Benito Juarez airport. Baggage handlers are a bunch of thieves that will ransack you bags to extract valuables and new clothing. But other than that if your visiting Mexico City, Hilton Reforma is the place to stay.

Digital KEY Challenges. Last week, at the Washington Hilton, The signal on my iPhone was so weak that it was almost impossible to activate the digital key. Today,I checked in to the Embassy suites in Atlanta Georgia, and it did not give me a choice of rooms. They flashed a message that said only one Was available, so they did not give me a choice. The problem was that the message flash about 1 1/2 seconds before disappearing. I couldn’t read the whole message in that timeframe. I finally figured out that I could go backwards and forwards and it would reflash. After about three times I was finally able to read the rest of the message. Why make a message like that disappear anyway? Having said all of that, as I’m getting used to the digital key function, I’m starting to like it. It is definitely superior to the Marriott option which just allows you to get your key a little bit easier at the front desk. At Marriott it’s not even worth the effort to be honest. But this really works. You can stay at the hotel, check in check out get your room and leave without ever having to go to the front desk. They automatically emailed the receipt to you, which means you don’t have to get into any line at all. I think that is really cool.

One of the best apps regardless of category. The Hilton app is one of the most well designed apps for travel or anything else that I use on my iPad or iPhone. Making a right hotel reservation is so easy. You can easily look at hotel amenities, requested digital key, check your own account information, or a number of other actions that you will need when you were scheduling your hotel stays. Possibly the only minor problem I have with the app is once you make a reservation it seems a little difficult to look at what's your hotel reservation cost is going to be by night because sometimes the rates change on you night by night and you don't know it. This is not a problem unless you are going on government travel orders and the cost fluctuates significantly.

Does customer service even exist any more?. I’m writing this review because all my attempts to try and talk to a person have fallen on deaf ears. I’ve been a long time Hilton honors member and and debating if we they even value their customers any more. The chat function in this app doesn’t allow you to properly utilize it and follow along what the agent is directing you to do. Once you swipe down on the chat bubble the keyboard area remains blank and can’t be fixed without closing out the app. Then if I open the chat back up it wont let me return to the same chat. I then called the customer service line instead and informed them of the issue (as well as the misguided recommendation of the auto response customer service) and they told me there’s nothing they can do (for either issue). If I was you I would avoid this app and this hotel chain, IHG has the same convenience and actually values their long time customers.

Very satisfied. I've been a honors member before the app existed. The app made it possible to change reservations due too flight or travel delays. It's always updated. The only thing I'd like to see is the ability to cancel a reservation, last time I checked you couldn't that may have changed. It's a great app. The hotel chain itself is amazing. Don't discount the points either thinking it's a gimmick. I received 58,000 points for one stay at Daytona Boardwalk ended up with about 110,000 points thought it was going to cost all of them for a free night. To my surprise I received about 3 free nights. I no longer shop for hotels, I just click on the app. Thanks Hilton for a job well done. William Molster

Two specific suggestions. 1) Since it appears Hilton has officially moved away from providing check out folios under the door, early in morning at the end of the room reservation and checkout is done at some later point, something needs to be done to replace having that folio available ASAP. Maybe the app needs a feature to request checkout, maybe the Hilton systems need updating so bills are available sooner. Whatever the solution, something needs to be done to make bills available faster. Here it is 3 hours after I left a room and I still can’t do my expensing because I don’t have a final bill. 2) I wish the hotel room selection tool was a bit more representative of different features like pools or roads or other things that may impact sleep and rest.

App is great stop pushing time share on every reservation call.. Really love the app. Huge help. One of the easiest to use. I make reservations for over 30 stays a year. Every call tries to push me to time share sales pitch like I've never heard it before. Heard it once a while back. Shortly after rather than repeating why I do not need to hear it agin for the tenth time, I said sure pass me through. The gal on the other end got indignant with me because I heard it before accusing me of collecting points or some nonsense. Nope do not pass me through and please find a system to stop asking every week I make a reservation by phone which happens due to changes in route. You know the members status, if you have a status, trust me you have heard it.

Nice hotel. The hotel room was gorgeous and the breakfast was delicious! Loved the mini waffle maker! The hotel is a bit more tech savvy if you choose to use the app. Only issue we really had was that, while we were down at breakfast, maybe 30 mins, the house man (what we were told) came into our room, grabbed the towels, moved the pillows on the bed and the blanket as well. Not sure why he came into our room, but I did receive an apology for it from the head of housekeeping. (There was a language barrier). One of my personal item was thrown away during his time in the room. I do need to mention that there were no trash bags in the room and we had to use the ice bag for our trash.

Too glitchy!. This app has gotten worse with each update! I’m a HH Diamond member and have continued to travel frequently, despite the pandemic. I lost total access to the app for five days. The app would only display the first screen with all the Hilton brands listed and immediately shut down. When it did start working again, I had just started a 10 night stay and no one seems to be capable of removing the digital key from my iPad so I can use on the phone now that the app is functional there. Lots of runaround between the front desk and corporate guest service, who tell me to just get a plastic key. So much for the “contactless” service they seem to be advertising. It will be great if everyone can get on the same page. Also when booking on the app, I miss being able to sort hotels by distance and price. That was taken away with one of the updates and I find myself using the desktop site to book more often, further making this app useless.

So easy to use. I recently booked a stay at a Hilton hotel and was interested in their digital key option that would include contactless check-in and check-out. I requested the digital key for my room the morning of the day of my reservation, so about 11 hours in advance of my arrival. The key and room was ready via the app by the time I was able to check-in. Using Bluetooth you open the door to your room via the app. The particular Hilton I stayed at had a parking gate that you had to go through to get in and out and you could open the gate via Bluetooth per the app as well. The app included my reservation info, floor plan of the hotel etc. Very nice app interface and easy to use.

Major flaws. 1. If i search for by points, then I want to see the rates based on points required…even in the map view. Why does it only show rates by price in the map view??? 2. I’m a diamond member and travel often for work. If I check in via the app I don’t get any free room upgrades, which is supposedly a perk of being diamond. 3. App often thinks I’m offline when I’m not. I have to close the app and relaunch to connect. This is a pain when trying to use the app for unlocking my door. I’ve gone back to using a key card because it’s easier. 4. The app never works to get into hotel parking garages…at least not at any of the hotels I’ve stayed at. You can choose to add parking when you checkin with the app, which makes you think you can use the digital key to open the garage, but you can’t. When you arrive, you have to park somewhere else and go request a physical key card to get in the garage. It’s a real pain.

Digital key issues. When the digital key works all is pretty good. In the particular hotel I am staying at you need to use the key to access the elevator and hotel areas at all times due to it being in a downtown area. The app has malfunctioned causing a lock out of the room and elevator and all areas of the hotel essentially stranding me in the hallway. For larger hotels that can mean a significant trek to the front desk which may not be possible for all individuals. The app has not come back online since this malfunction happened and continues to show error message after logging in. Would still prefer to rely on a physical key at this time due to this experience of being stranded. Adding a key to Apple wallet doesn’t seem to allow you to use the digital key instead of relying on the app.

The Hilton Huntington is my favorite spot. I get excited just every time that I am able to stay at this Hilton location. They are always gracious accommodating and go way above and beyond all of my expectations. I have been meaning to give what is way overdue in my case of not of written the excellence in amenities. The constant minor details that the front service and the GM is a real pleasure to deal with. Very good in correcting any inconvenience or delay. I even love the engineering and house keeping staff. For every Penney spent of your hard earn money at this particular Hilton Hotel you won’t have any regrets. I am CEO of my own corporation and I honestly have a drama free time with my family as well as we business when I come to Huntington Long Island. Must try it! Thank you on behalf of my family and I. Sincerely, Darlene Sarquis Honors Membe

Makes Business Travel a Breeze. I love the app because I always know exactly where I’ll be staying. It makes travel planning and logistics easier, check in easier, room selection easier, everything. Super awesome app. My only wish is that if I request a digital key, there should be some sort of record of which room I selected (even while the room is being prepared). There have been several times where the key glitches, the room isn’t ready, whatever... but the front desk always asks me “what room did you select?” and I’m not sure because without the key it’s not available for me to reference. I can say “probably top floor away from the elevators” but it’s not enough for the room to be identified and I end up in a different room or without the digital key for the remainder of the stay.

Hilton is decent. App is AWFUL.. I keep thinking that this app just has a glitch. After months, it’s obvious it’s a poor design. Sometimes it takes 3-5 tries when I click “see available rooms” because I get “oops! Something’s wrong on our side!” No kidding. It takes me that many times as long to actually view a room itself, just to see if it fits me. I’m fed up. Just done. I’m a Gold member with Hilton and Platinum with IHG. I need a room for tomorrow and I suspect I’ll be at IHG. I’m tired and just am sick of the same message over and over. I just had it FOUR times in a row, which is what prompted me to finally exit and write this. The fifth time rooms did come up, but I didn’t care. One note even when they do, maybe stop charging more for accessible rooms. If you keep building hotels without bathtubs, then don’t make me pay $20 more because the only room you have with one has two beds and a sofa bed when I just wanted one. That’s a ticket to a discrimination suit. I’m wearying if Hilton these days, Gold or not.

Key largo. We had the worst experience. They canceled our room here. We had canceled our room in marathon and both were canceled. It was a nightmare. They tried to make me rebook at a higher rate. And I never canceled. I had to be on the phone for forty minutes. Because of this mess up we now have to call our bank to straighten out our card because this is suspicious activity. First time ever in the keys and this is no way to start out. I had already checked in, picked my room, and they just canceled us any way. They called me I said I canceled marathon we were staying in key largo. Then they kept arguing about it. You need better help. After calling the bank I was told they were putting in the wrong expiration date. So again you need better help. That was never even mentioned to me. I thought I would start to book through Hilton because we had a great experience in west palm and the room was very clean in Boynton beach but now I regret it after this horrible experience!

Hilton Honors. I have been using the app for quite some time now and am pleased, because I’m able to easily book accommodations every time. The only issue I’ve had with the app is my most recent stay at a Homewood Suites by Hilton Metairie New Orleans, LA. I was expecting to receive my waters and a snack, however the young lady at the front desk informed me that it was a glitch on the app and they only give you the water. Not a major hiccup, but after all of these years, I am spoiled by Hilton sticking to their word and documentation, especially when I have a few other memberships with their competitors and sometimes toggle back and forth between Hilton and Hyatt. My membership with Bonvoy Marriott does not compare to my membership with Hilton though because Hilton has remarkable customer service for their Honors members!

Diamond Member with Multiple Issues. First, the desk attendant was not the kindest. Told her I needed a meal credit for 2- she told me there was one on my reservation. I explained I called the night before and they said I could add my guest at the desk. Then she said - it’s for adults only- I never even gave the age of my guest- just to not give me the credit. Horrible customer service. I finally got my adult guest added. Then, I had to keep switching rooms due to them not having clean bedding, being vacuumed etc Finally got a room (3rd try) with clean sheets but the bathroom was not the cleanest but I was tired of moving. The tub ran and the floor did not look mopped. The toilet handle was also loose so you had to use it with care. Kids took over the hot tub- it was a kids birthday celebration- so the parents were busy drinking and enjoying themselves BUT not watching their kids. One even kept playing with the jet and yelling/cussing at me. I had to get security! So I sis not enjoy my stay. I think as a loyal Diamond Member I should have been on a different floor and in a better room. I should have also been treated better at the desk. I was in room 653-in a 14 floor hotel (not Diamond status at all. So if you get this room make sure the bathroom is repaired and clean! I am going to try my look with Marriott and earn Diamond status with them if this happens at the next Hilton property. Hilton is failing its guests greatly!!!

Glitchy app in several ways!!!. I am having trouble with this app. The hotel name and the hotel picture are not matching?! For example, the title says Hilton Garden and the picture is of Home2; this is down the page of options. I don’t know which site to choose because of the misleading information. Additionally, I have attempted to update my credit card information with a new one (one with a new expiration date.) The app gives me an error message and keeps saying to “try again”, yet I get an email that the change was made. The app says the change has NOT been made. This is all around very frustrating. I have had success with the app in the past, but I am not having a good experience today.

Unintuitive - Digital Key & Checkout are TRASH. I used this app for the first time for a stay that ended yesterday. I had issues with the digital key and stopped at the front desk to get keycards. After playing around a bit, I figured out how to use the digital key. Very unintuitive and clunky, but did work once I figured it out. Also had issues checking out via the app. I checked out in the app and it said “complete” and I would receive an email noting my check out “immediately”. This was at ~9:45am (checkout time is noon). I then received a notification from the app at about 11:30am saying “time to check out”. After spending about 15 mins on the phone with the call center, who couldn’t help me, I was transferred to the front desk associate who told me there a 3 cent balance on my account and I was NOT checked out. Garbage experience - if you can’t solve these backend issues in the app, don’t have it display in the app as a success. Very frustrating and confusing for the customer!

Digital Key is a Bust. Whoever decided that the digital key needs to be connected to the internet for every single iteration of access is a fool. Guess what doesn’t work inside elevators, parking garages? WiFi & cellular data. Guess what you need to access the room keys every time you enter the elevator, parking garage? WiFi & cellular data. Couple this with the fact that Hilton’s WiFi is bottom of the barrel, and you can’t even get into your room regularly! I have to spend 2-3 minutes every other time I approach my room door closing all of my apps, airplane mode on/off, reload Hilton app, hope there is a connection. Oh, no connection? Try again. Another minute of resetting my phone. Foolish, cheap, lazy development team? I don’t know, but don’t bother with the app. Get a physical card until the development team learns have to have an authentication token that is stored locally, works with the NFC chip in your phone, & expires according to your stay at your hotel.

Don’t stay here!!. This is a dog hotel not people hotel. My room was dirty, food all over the floors. Urine stains on the carpet, laundry comes out dirtier and with stains than before it went in. Also with so much dog hair it looked like someone shaved their dog and dumped the hair in with my clothes. When brought up to the manager I was told oh we’ve never had that problem before and that it is a public laundry, it would be the same if you took it to a laundry mat down the street. Are you freaking kidding me!?? I’m not a germ a phobe but this is disgusting. I don’t know how anyone could live in such disgusting conditions and then turn around and make excuses trying to justify it to me. I’ve been staying in Hilton chains for over 15 years and NEVER had this issue. Acting like this is normal.. get the eff out of here smh I’d probably just start staying at the Marriott if I were as there is no care given by hiltons customer service either. Beyond thoroughly disappointed!!!!! 👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎

Won’t stay logged in, Automatic Updates defect. The App is great, except for two (2) annoying defects. When they are fixed I’ll rate the App 5 stars. The App often logs me out. It seems to do this at the most inopportune time, especially when I am approaching my hotel room door and preparing to use Digital Key. Instead of being able to press the green button to let me in to my room I have to log into the App while standing outside my door, and then access to Digital Key. I realize I could use the plastic key in my pocket, but the whole point is the Digital Key is supposed to be convenient When I use the App to add a Hilton Honors membership card to the Apple wallet it displays my current Hilton Honors points balance. I have the option for Automatic Updates turned out. Yet when my balance changes (for example increasing after a stay), the balance on the front of the card at the top does not change. This is different behavior than one would expect when you have automatic updates turned on. For example with a Starbucks card or a Dunkin’ Donuts card the balance changes if I make a purchase or add money to my card. Why doesn’t your card work in the same manner? Also, why not make the membership number in the Apple Wallet larger, so when I show it to the front desk at checkin they can read it without holding the phone up to their face.

Best for wheelchair users & awesome rewards programs. Thank you to Hilton for making it easier to find an accessible room and for making sure my disabled room is reserved. Unlike another hotel conglomerate, Hilton has never given my disabled room away. They honor their reservations. I’ve had 3 separate hotels from the chain that starts with an M give my room away to whomever arrived before me, leaving me scrambling to find another hotel, so I can have a bathroom I can get into and actually use. My money is just as good as the next normally functioning biped’s money. Except that biped can use any room they like. I cannot. And more thanks for the Honors rewards program and the app. Everything is easy. And I love the pay with points and money feature. Brilliant!!!!

Doesn’t work with iPhone 12. The app use to work wonderful, totally loved it, but now my upcoming stays do not show up, and I’m unable to use the digital checkin and digital key. Which was my favorite part of the app. My point will not even update, it’s like they are stuck in last year. I have uninstalled app, restarted my phone, reinstalled app, logged out and into account and it will not work. My phone is up to date, I called Hilton honors hoping they could trouble shoot, they told me to check with the hotel when I get there to see if they could send me a digital key. One hotel tried and it kept saying can’t find stay, which is what the app says when I try to add the stay on it. If I log into the website my points are updated as well and my upcoming stays. I really hope they can fix the app soon.

Sad decline in a once-proud brand. I travel often and used to always stay at Hilton properties, but the service and technology have declined to the point that it is no longer my preferred brand. The most recent instance was that the app experienced an error during booking and recorded the booking for less days than requested. The app wouldn’t allow me to fix the incorrect reservation. Chat said they were unable to help and recommended that I call in. I called in and the agent said they by policy do not change the reservation. I requested a supervisor to resolve the issue caused by the app failure, the agent became belligerent and refused to transfer me to a supervisor. I then tried to call the property and was disconnected multiple times, both in the phone system and once I got to an agent. I ended up just booking a second reservation to correct it myself and will just hope it works out once I get to the property. From a technology and service level perspective, just sad to see what Hilton has become.