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Customer Ratings & Reviews
TripAdvisor Traveler Rating1812 reviews
Customer service excellence
On November 24 me and my wife arrive to the Hilton hotel in Long Beach California and a punch checking in I discovered I left my phone in the cab. The young lady at the desk named Haley Moore helped me in a mighty way. She contacted the cab company she found the cab that dropped me off and arranged to get him to turn around and come back to bring me my phone, it meant the world to me that she would go the extra mile is that extra service that you get from a Hilton hotel and it’s employees that makes the world of difference and because of employees like Haley Moore I’ll always be a Hilton hotel customer thank you so much Haley you made my vacation it wouldn’t have been the same without my phone
Awful experience with no follow-up/response (to date) from hotel
My stay at the Hilton Long Beach last week was one of the most disappointing stays I've had at a Hilton Hotel. I was attending a conference at this property. My check-in process was relatively seamless. However, once I arrived to my room, the room had a very strong odor of smoke/smoking. So, I returned to the Front Desk to ask about switching to another room. They said their key card system had just gone done and it would take a few minutes until it was back-up and running. So, I waited in the Lobby area for what seemed like 20-25 minutes. I returned to the Front Desk and they said it was still down. I asked if perhaps someone from Engineering could let me in to a new room and then I could return once the key machine was working properly. They agreed and I was escorted to my new room with a gentleman. However, my profile/reservation requests a room 'Not near an elevator'. As you can guess, the room I was given was directly across from the elevator. So, I returned to the Front Desk. After 5-10 minutes more, I was told the key machine was now working and was given a new key to a new room. I got to the 3rd room and to my surprise the entire room was incredibly hot. Turns-out that the A/C unit had the air on full-blast at the highest heat temp. Exhausted with the thought of going back downstairs to the Lobby, I decided to merely adjust the temperature. However, after 5 minutes of literal sweat/trying, I could not get the temperature to lower even after adjusting the temp to the lowest setting. I then called the FD to ask if they could send an engineer to come up as perhaps I wasn't doing something right. After about 5 minutes, a female engineer arrived (super helpful). She tried for a few minutes to adjust the thermostat before unscrewing the panel. After maybe 10 minutes, she said she couldn't get the temperature to come down and asked if I wanted to request another room. After another approximately 10 minutes, she finally fixed the issue. Given this experience, I only stayed 1 night and check-out early. Of course, I was charged a $125 early departure fee. Never was I called by the staff to apologize for all the issues experienced. I was sent a text message the next day to see how my stay was and I told them in one sentence that it was not pleasant. No follow-up whatsoever except to let them know if I wanted to check-out, which I obliged. I would advise folks to avoid this hotel. Buttons on the elevator didn't even work (15th flr), feels like there hasn't been an update/upgrade to the hotel in years. Awful from every vantage point I can think of.
Do not stay here! A cluster of mistakes and horrible Management!
You will probably need therapy, after I share the whole story of a single one night stay at the LB Hilton. We had reserved 4 rooms, 7-8 months ahead of time. Arranged payment for all the rooms, even provided names and all info of guest arriving. Let’s just say, they had no “ record” of my constant communication. So when guest arrived at different times, it was a cluster of “ who are you, and what ??? Took a lot of planning and continuous calling, because they NEVER answer phones. We primarily stayed there as we headed on a cruise for my sons 21st birthday. They provide the park and stay ( that was fine) shuttled us to cruise. Rooms were filthy, couldn’t even see out of windows, everyone working was clueless, rude and could care a less about anything… So much more to share but gives me a headache. And the end of our cruise, we called the hotel to arrange the shuttle for pick up ( because that’s what they advertise, provide and confirmed with me) well our party of 16 waited over 1.5 hours, while they kept saying they are “on the way” and remember they don’t answer the phone and believe me there was a group of us calling. Finally I got someone to admit, well we don’t have a driver, and our shuttle has been broken since yesterday( so which one is it??? ) 4 taxis later and $100.00 was not a great way to end our stay. The best part, I have tried you Rob Adam’s , Mr. Hotel Manager to chat with you NUMEROUS times, and shocker you don’t call me back! I read the reviews, previous to our stay and thought wow people are really upset with your Hotel… My fault, because I took a “chance” , we spent a-lot of money at your property and truly was such a frustrating experience of a Hilton property…
Worse front desk staff
Confirmed rooms even with deposits are not confirmed. Worse front desk staff not welcoming. Very poor customer service and support. You need to be upset before they do something about things. This hotel staff offers options to cancel at midnight if you are not happy with the incorrect room they give you!
I’m attending a conference and had 4 hotels to choose from. This was the furthest away from the venue. I chose this hotel because I have been a loyal Hilton member. Those days are gone. I’m not even checked into the hotel but really wish there were hotels elsewhere not booked to check into. Where do I start? Check in is at 4 pm. I don’t expect that I can check in at 1230 but don’t be a liar about it. I was told 4 pm and that there are people ahead of me for a room. Fine. That’s why I’ve counted 20 plus people rolling in with their luggage and getting rooms. That makes no sense. So I find an area in the lobby to plug in and due work. At 120 pm, I call to see if there is any room update. I don’t mind working in the lobby and was considering going to the restaurant but am being attacked by what appear to be mosquitos so not really wanting to stay down here anymore. I kindly ask the lady about the room she says hold and she’ll check on it. After 21 minutes, I hung up. How many people were checking in at this time because it was busy right? Well, four workers at front desk. None were checking anyone else in. Now I just watched 8 more people come in and get their room keys. Was there an option to pay for early checkin because I didn’t get that? So it’s very inconsistent. Hilton loyalty programs these days are a joke anyway which I’ve come to expect, but I don’t expect to be sitting in a hotel in Long Beach that has mosquitos in the lobby and rude staff.