Hilton Honors: Book Hotels

4.9 (2.2M)
159.6 MB
Age rating
Current version
Hilton Worldwide, Inc.
Last update
2 months ago
Version OS
15.0 or later
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User Reviews for Hilton Honors: Book Hotels

4.89 out of 5
2.2M Ratings
2 years ago, WhenSeanSpeaks
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!
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5 years ago, Jim in Santa Cruz
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
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2 years ago, KATC viewer2
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.
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3 years ago, dlatk64
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.
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7 months ago, Angelc1225
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
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3 years ago, dhcdajaoaoosopaokdifg
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.
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3 years ago, LaurelAshley
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.
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12 months ago, donnad445
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.
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5 years ago, The Guy 007
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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2 years ago, travelpeanut
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.
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1 year ago, Leduffy
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.
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11 months ago, Mineis1Loves SWA
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.
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5 months ago, Morty Says
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!
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5 years ago, LH63565
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.
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2 years ago, pleasant surprised
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!
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5 years ago, L Nieves
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.
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2 years ago, Pay employees more
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...
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1 year ago, Loyal Hilton Honors Member
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!
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2 years ago, L Goss
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.
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4 years ago, Callahan Dog
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!!!
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2 years ago, KLTho73
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.
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3 months ago, DrMissy53
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.
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2 years ago, Anne-Marie Johnson
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.
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6 years ago, Jpilot945
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!
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1 year ago, tpatt45
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.
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2 years ago, avmorflj
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
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7 months ago, iced caker
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!
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3 years ago, Pastor in Mebane
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.
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4 years ago, SevenxZeroxOne
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.
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3 years ago, MsSudoku
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.
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3 years ago, APSturm
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.
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3 months ago, Anon7912
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.
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1 month ago, Very Necessary!!
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.
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2 years ago, CORYTHOMAS77
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.
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2 years ago, sotagirl327
Recent app issues? Here’s the solution...
Like many others have reported, recent app updates over the last few months have become increasingly difficult to use with crashes and freezing. Following the most recent update I was unable to do anything. Every app page I clicked on was giving me an unknown error. I couldn’t retrieve stay details. I couldn’t search for hotels because the app wouldn’t load the rates. I was not even able to send feedback because the customer feedback form would not load. On the third call with Hilton somebody finally suggested that I sign out of the app, force close it, re-open, and sign in. This worked for me and I have full functionality again. I’m using iPhone. Despite these issues I’m giving five stars because the app itself, when it works, is amazing!
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4 years ago, Carrsdad
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.
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5 years ago, ekrub
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.
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4 years ago, B-Lows
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.
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4 years ago, Pantricey
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.
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4 years ago, Brownsrbest2003
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.
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4 years ago, richluke
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
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5 years ago, brilliantmarie
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.
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1 year ago, EEisFun
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.
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2 months ago, fat super trucker
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
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3 years ago, Someonewhoisoverbadupdates
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.
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9 months ago, MZTTU
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.
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5 years ago, Kevin Cottingim
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.
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3 years ago, TexPepper
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?
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5 years ago, events guy
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.
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4 years ago, W.Benitez
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.
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