Hilton Honors: Book Hotels

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

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

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