Hilton Honors

Thank you for canceling the hotel reservations for the Dept of ICE and Homeland Security. I stay at *** and I would be quite uneasy about masked, men wearing fatigues wondering the halls & elevators.

I am a US born citizen and these guys don't seem legit to me because they wear no identifications. And coming upon these people in your hotel would unnerve me and I would have to go elsewhere for peace of mind. Furthermore, these uniformed thugs would be wanting to detain, arrest & take people away without proper authorizations or warrants.

I want NO part of these people staying where I do. Thank you again.

We just retuned back to States from vacation in Europe.

For 21 days travel we could not used HH points and free night at all.

Issues we experienced with Hilton and HH program:

1. Free night booking was not possible in Hilton Garden Inn Innsbruck Tivoli:

- there were plenty of rooms, but they were not "standard".

It's not mentioned in the free night email.

- room maximum points rate requirements is not mentioned in the free night email. (Marriott mentions it clearly).

- need to call customer service in order to use free night benefit when Marriott allowed me just book free night on the app.

2. Hilton properties in Europe are mostly in large cities. There is nothing to do in large towns in Europe summer time.

Leisure travelers are in small and resort towns. Marriott and IHG have many more options available.

3. Hilton properties in Europe do not offer free parking. If Hilton property is asking to spend points + $55 for parking it's nonsense comparing to competition offering free parking.

4.

Hilton points are very inflated. In the same town, same class hotel Hilton requires to spend more points than Marriott, Best Western, and Hyatt. (Hyatt points are actually like a gold standard).

I am HH member since 90-s, we have HH credit cards, and I had very high opinion about Hilton and HH program. Now it's gone.

Based on our experience I changed my mind. I will avoid staying in Hilton by any means because HH loyalty program is useless.

Here are nonsense replies I've got from customer service:

"We apologize for the experience you had.

Please note that rate fluctuations are influenced by location and availability."

"Your query is related to a reservation. Please reach out to the reservation desk for further assistance."

1st email sent 3/6, 2nd sent 3/16
Robert
guest.correspondence@***c-hilton.com
christopher.nassetta@***.com
Boyer, Susan E;
Robert Boyer;
+1 other

Dear Sir/Madam, my wife Susan Boyer and I recently had the opportunity to stay at your Condado Plaza Hilton hotel located in San Juan, Puerto Rico from Feb. 22nd through Feb. 26th, 2025. As you are aware, there are a dozen high-end hotels available in the vicinity of the Condado Plaza we could have chosen from for our stay. We selected a Hilton hotel with the understanding the name 'Hilton' carried with it a reputation for providing the finest service and facilities for the world traveler. Unfortunately, your reputation for quality seemed to stop at the front desk of the Condado Plaza. We would like to tell you of our experience with the hope that another traveler may be spared the same conditions. A list of our disappointments and concerns follows.
1) On our arrival, we were greeted with the notice that both your lobby elevators were not working. Upon further inquiry, we were told that they had been down for the last three days and there was no immediate timetable on their return to service. With our room on the 7th floor, we were instructed to use the only other passenger elevator, which was located nearest the pool area. Unfortunately, this one elevator was located at the complete opposite end of the hotel from where our room was, requiring a 300'-400' walk from the lobby to the working elevator and a 300'-400' foot return to our room, #702, whenever we left the room. To add insult to the experience, the elevator was located in an open, outside balcony that required an average wait time of five minutes or so to arrive due to the full volume of hotel guests all trying to use one elevator. Our 'vacation patience' for this inconvenience soon started to dwindle. On our third day, we were told we could begin using the freight elevator located behind the lobby as long as we shared it with all your service personnel and their equipment. We, along with a number of other guests, took advantage of this opportunity. This was a short-lived reprieve from the extended walk between the lobby and our room but did not make up for the disappointment that had already set in. We have attached a few photos and videos of our elevator adventures we endured during our stay.
2) Within an hour of checking in and with the need to use the bathroom, I found that the toilet seat was so loose it was sliding off the top of the toilet bowl, making it completely unsafe and unusable. This required a trip back down to the front desk to request an immediate response from the maintenance dept. to repair or replace the seat. I will gladly offer them my appreciation for addressing our concern right away. What we didn't discover until the next morning was both soap dishes in the shower enclosure were practically falling off the wall. The attached video will show you they were barely usable. We also found that when brushing our teeth or washing up at the bathroom sink, the drain would immediately back up. We noticed there was no screen in the drain to catch debris or keep it from clogging. Definitely not the level of quality we expected when selecting a Hilton hotel. The bigger problem is none of these problems developed overnight. It's disappointing your housekeeping personnel had not addressed them well before our arrival to your hotel.
3) Throughout our stay, we had to deal with a balcony door that would not lock or latch to stay closed. Frequently opening with the wind, this thoroughly disrupted the room's air conditioning temperature and operating sequence, requiring the equipment to run 24/7. It was quite annoying to awake in the middle of the night to find the balcony door open and the room temperature consistently elevated. Again, this is a maintenance issue that could have been easily fixed if someone bothered to look. Unfortunately, our room location was also located right next to the building's main HVAC equipment and rooftop fans that were constantly running in the Caribbean heat. Their operation offered a constant loud buzzing and vibration through our walls, especially heard at night. When you combine the constant noise generated from the room's older air conditioning equipment and the rooftop HVAC fans and blowers, my wife and I needed to purchase ear plugs in order to sleep through the four nights of our stay. Again, not the level of quality we expected when we selected your hotel. We have attached photos and videos of our concerns.
4) A few other concerns were minor but combined to reduce our opinion of the quality of the facility. Regarding the balcony furnishings, the inexpensive (cheap) plastic table and two chairs were questionable whether they would withstand the weight of a full-grown adult. While we were apprehensive to sit in them for any length of time, we found their most useful purpose was drying swimsuits and towels. There was also a strange unfinished hole in the balcony wall that I first thought was some sort of drain. After a closer inspection, I still could not figure out what the purpose of the hole was. A simple small metal grate or cover would go a long way to hide the hole and its unsightly content and debris. The room itself was furnished with a rather dated one-piece large red corner sofa. Though it served a purpose, I could not help but think at one time it had back cushions. As the sofa seat was padded well, the back of the sofa collapsed into itself where you were sitting against the wooden frame rails under the fabric. I was forced to use the bed pillows as a comfortable back cushion just to be able to sit for any length of time. I may be completely wrong, but I just found it difficult to believe there weren't original back cushions that came with the sofa.
If we only experienced one or two of these issues, we may have been able to overlook our disappointment in our hotel choice, but the combined experience stays in our minds as the negative half of our otherwise wonderful vacation. We do want you to know your hotel staff and service personnel were all extremely courteous, helpful, and professional no matter what our request or concern. We were very grateful for their assistance.
Thank you for hearing out our grievances, and we would appreciate someone taking the time to respond. As an FYI, we have reservations at a Nashville Hilton for May of this year. We hope your response will encourage us to keep those reservations. Thank you, Robert Boyer.
E/mail: christopher.nassetta@***.com

To whom it may concern, I hope this message finds you well; I was referred to you for assistance regarding our disappointing experience at the Condado Hilton from 2/22 to 2/26, where we've faced unaddressed concerns despite reaching out multiple times, including to the CEO, and I would appreciate it if you could either assist directly or connect me with the appropriate person.
My husband and I had an awful experience during our stay at the Condado Hilton from 2/22 to 2/26 in Puerto Rico, and despite our numerous complaints and providing evidence to Hilton, including correspondence with the CEO, we have not received any response or accountability for the incorrect charges or our other issues.
My husband and I went to Puerto Rico and stayed at the Condado Hilton from 2/22 to 2/26 and had the worst experience. I am attaching letters, pictures, videos, etc. that my husband sent to Hilton Guest Correspondence including the CEO. We haven't heard word one from them to this day. We have yet to receive any communication from them; my husband called yesterday and faced difficulty addressing the erroneous resort fees and Wi-Fi charge (which should have been free for Hilton Honors), and after signing the bill just to see the outcome, we noted that our contact with Hilton was on 3/6 despite receiving a credit on 3/2, yet they took no responsibility for our other complaints.
We chose this hotel because we are both Hilton Honors members and part of the Perks for Works program, but I'm disappointed as it was misleadingly advertised on their website and through Perks for Works, especially since I used my bonus money for this trip.
I think you will be amazed once you see the pictures and videos that were attached to the email that my husband sent. I thank you for your time with this matter and look forward to what your thoughts are.
I have worked for JPMorgan Chase for 10 years, and I know how a reputation can affect a business.