Reviews often mention dirty rooms, maintenance problems, and billing disputes. Several guests describe rude or dismissive front-desk interactions and refund requests that were not resolved. Others report excellent stays, citing attentive staff, upgrades, and standout breakfasts. Overall, feedback swings between recurring operational issues and moments of exceptional service.
Examples from available reviews (Jun 2017 – Feb 2026).
Room was filthy with mould, dust, and unclean surfaces.
“black scum ( proper crud that had built up over months)covered every bit of black grout in the shower”
Hotel double charged card and disputes payment responsibility with bank.
“They will double charge you not just parking but your food etc”
Exceptional stay with excellent staff, facilities, and executive lounge.
“By far the best hotel we have ever stayed in – truly 5 stars!”
Third-party booking error reserved wrong hotel and non-refundable charges applied.
“I was not dealing with Hampton Inn, but with some janky third-party foreign company.”
Many reviews describe rude staff, long waits, and weak complaint handling. Several guests report billing disputes, unexpected charges, and refunds that were denied. At the same time, a noticeable group praises staff who were accommodating and helpful during their stay.
Guests often say they were charged higher rates than expected and that price-match or refund requests were refused. Food and minibar pricing is frequently described as overpriced. A few reviews call room and parking value acceptable, but those comments appear less often.
A small number of reviews mention login issues and being pushed to download the app, and these come up less than other problems. Several guests describe long phone calls and unhelpful agents that slowed bookings. On site, some point to slow or inconsistent room servicing.
Many reviews mention dirty rooms, mold, pests, broken fixtures, and other maintenance problems. Several guests raise safety or security issues such as theft or unsecured access. Others, however, describe spotless rooms, suite upgrades, and premium facilities.
Reviews repeatedly cite third-party booking mistakes and slow or missing updates about refunds. Multiple guests mention lost laundry and being passed around over payments and invoices. Some reviews specifically point to offshore call centers and language barriers.
Feedback shows a clear split between frequent operational complaints and standout stays. Many negative reviews focus on cleanliness, charges, and front-desk handling. Positive reviews highlight helpful staff, strong breakfasts, and occasional upgrades.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (60) · Reviews (20) · Reviews (1) · Quotes shortened · As of: February 2026
Complaint about rude, dismissive staff and poor complaint handling.
“rude and dismissive way I was treated during a phone call”
Unable to access Honors account and chat could not resolve login.
“...please give them a call at 888-446-6677. They’ll take great care of you.”
Partner charged higher rate at check-in and hotel/franchise denied responsibility.
“She was then charged the dearest option for 2 nights, £140 per night.”
Restaurant service and staff attitude were poor and rooms need upgrading.
“Don’t try to get something to eat at this hotel.”
Room had maintenance issues causing noise and missing bathroom amenities.
“one of the supposed double glazed panels was completely missing”
Check-in problems and voucher timing caused frustration despite later goodwill.
“The check in experience was awful.”
Restaurant staff provided poor guidance and supervisor behaved rudely.
“the restaurant supervisor interrupted us in a very unprofessional manner.”
Support helped resolve my withdrawal issue quickly and effortlessly.
“I’m extremely thankful—their help made resolving my withdrawal issue quick and effortless.”
Room was filthy with mould, dust, and unclean surfaces.
“black scum ( proper crud that had built up over months)covered every bit of black grout in the shower”
No heating and inadequate facilities, with poor complaint options.
“No heating in the room. It was freezing.”
Vehicle stolen from poorly secured parking with no visible security or cameras.
“my truck was stolen from the property’s parking lot during my stay this month.”
Room and breakfast access issues with unresolved faults and poor staff behaviour.
“Utter disgrace.”
Room smelled strongly and sticky substances were found in drawers and magazines.
“Rooms smell like Axe aka ICE was here”
Hotel responded slowly and did not take responsibility for lost AirPods.
“the hotel had confirmed the AirPods were found.”
Food was poor and overpriced, though room and parking were acceptable.
“The food was disgusting and hugely over-priced”
Was forced to download an app to pay for parking with no alternative.
“Forced to download an app to pay for parking.”
Hotel refused refund or credit after personal emergency despite notification.
“a series of excuses to refuse a refund or provide credit for a future stay.”
Pleasant stay but would like vegetarian hot breakfast options.
“Just wish they were to include some vegetarian items for hot breakfast!”
Guest praised staff and had an excellent experience.
“I had the best experience today I love and appreciate the staff.🥹🥹🥹”
Long-term member reports repeated billing errors and unresponsive customer service.
“off shore service centres where staff can't understand English”
Charged higher than agreed rate and experienced multiple facility issues.
“they had charged 244.02.”
Received a much smaller, poorly maintained room despite paying same price.
“They gave me a room with an uncomfortable single bed”
Charged much higher than a comparable date and received poor response.
“I paid £195 for ONE person to stay in a room, the following Thursday it was £60 ?”
Room had poor TV reception, broken toilet seat, and weak sink water.
“The TV reception was extremely poor and barely watchable.”
Disappointed with unprofessional management and poor customer approach.
“The Manager is absolutely unprofessional.”
Hotel denied a price-match claim despite contradictory rate evidence.
“we will not reconsider any further.”
Overbooked, moved to a filthy small room and compensation refused.
“Refund or compensation refused they said i could have a cookie.”
Room was dirty and worn, causing injury and poor staff response.
“Sharp metal grippers nails sticking out of the carpet resulted in me cutting my foot.”
Third-party booking error reserved wrong hotel and non-refundable charges applied.
“I was not dealing with Hampton Inn, but with some janky third-party foreign company.”
Hotel gave runaround about a refund booked through a third party and remained unresponsive.
“Finally the hotel said they were working with booking.com to give me a refund but I still haven’t received it”
Booked via third party that ceased trading and hotel refuses refund.
“Hampton will not refund as booked with a 3rd party website, with cancellation guarantee”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Hilton Hotels operates and franchises hotels and resorts under multiple brand names around the world. It offers guest rooms and suites, on-site restaurants, meeting and event spaces, and executive lounges. Hilton also runs the Hilton Honors loyalty program for member benefits, bookings, and rewards. The company manages and franchises properties for leisure and business travelers. Its corporate headquarters are in the United States, and it works with property owners, travel partners, and third-party booking channels.