Reviews split sharply between standout frontline staff and repeated operational problems. Guests frequently mention broken heat or AC, cleanliness issues, and people entering rooms without permission. They also point to unannounced construction, unexpected charges, and booking mistakes. Other locations earn praise for friendly service and well-stocked breakfasts.
Examples from available reviews (Jun 2017 – Feb 2026).
Housekeeper stole wedding rings and hotel failed to take action.
“A housekeeper at Hilton Batumi stole our wedding rings”
Room heating failed, making the room freezing and uninhabitable.
“Your hotel' heating does not work.”
Staff, especially the front of house manager, provided excellent customer service.
“Gabriele the front of house manager is excellent in all aspects of customer service”
Hilton provided superb quality accommodation and service.
“Hilton Hotels provided us with superb quality accommodation and service.”
Service feedback tends to land in two places: staff who are attentive and helpful, and major management breakdowns. Positive reviews name specific employees and note quick help with group bookings. Negative reviews describe overbooking, denied refunds or deposits, and charges guests say were disputed.
Value concerns center on surprise fees and added parking or transfer costs. Several reviewers mention penalties or discounts being removed after they appealed. Some also call out pricey add-ons, such as small items purchased in the room.
Guest experiences range from quiet, convenient airport stays to serious privacy and safety problems. Several reviewers report unauthorized room entry, theft, or IT issues that enabled access. Others mention construction noise and how staff handled disruptions.
Room and facility complaints often involve heating and cooling failures, poor cleaning, and broken fixtures. Reviews mention biohazard waste, bugs, peeling wallpaper, and showers or faucets that didn’t work. Other guests describe well-equipped rooms, stocked minibars, and strong breakfast options.
Communication issues show up around booking clarity and how quickly the front desk responds. Reviewers cite construction that wasn’t disclosed, long holds on the phone, language barriers, and booking requests that never got resolved. A small number note fast, effective help that fixed the issue.
Overall feedback is polarized, with some very high ratings and some severe failures. Positive stays highlight welcoming staff and good food. Negative stays describe health or safety concerns and major operational problems that led guests to say they won’t return.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (46) · Reviews (20) · Reviews (1) · Quotes shortened · As of: February 2026
Staff mismanaged breakfast booking and failed to provide amenities.
“breakfast had only been paid for 1 person”
Convenient for early flight though rooms felt tired and noisy.
“Rooms are a bit tired looking and some banging from other guests.”
Convenient for flights with friendly staff and clean rooms.
“Lovely staff , very clean and great view of the runways”
Fantastic, helpful staff and great facilities; would return.
“We enjoyed every minute of our stay here”
Charged £5.50 each for poor-quality hot chocolate and poor interiors.
“charged us £11 for 2!!!! 5.50 each !”
Parking was easy and shuttle bus was efficient.
“Awesome & easy parking plus the shuttle bus is efficient.”
Found bugs in room and received no satisfactory resolution.
“appalled to find bugs in my room”
Group booking handled efficiently and guests enjoyed clean comfortable rooms.
“She went above and beyond to arrange rooms for guests attending my daughters wedding”
Management refuses to disclose booking/payment status to a third party.
“Management does not consider revealing my booking and payment status to a 3rd party”
Room was filthy with ants and staff refused to resolve.
“BATHROOM WAS DIRTY. there was hair all over the walls”
Hotel failed to honor wedding agreement and misled us.
“they refused to honour their part of the agreement and asked us to leave.”
Superb service and welcoming staff with excellent breakfast.
“service was superb and the front of house staff so welcoming”
Guests are charged for transfers to terminal, seen as overpriced.
“feel that your are ripping people off by charging for transfer”
Excellent stay for Umrah with very helpful staff and suite upgrade.
“upgraded me to a suite”
IT error allowed staff to let others enter rooms without verification.
“Anyone could have entered anyone else's room.”
Staff were very accommodating during my great stay.
“Great stay, staffs are very accommodating 💯”
Rooms and facilities were dirty and serviced poorly.
“Both were dirty, had torn furniture, filthy carpet”
I had heard about Hilton hotels through friends. During one of our visits, we decided to spend time in one of their hotels. Being a five-star hotel, I thought it was a perfect deal. For some reason to it is four-star because of their unprofessional customer service. I loved their luscious meals, well-decorated rooms with comfortable beds and good lighting. They have high levels of elegance and it's a place that one would love to visit again and again. However, they need to train their staff on customer service. The team was not welcoming and they took time before they served us. We complained to the manager who made sure we were attended to as per the standards of the hotel. For the five days, we noted some improvement even though we felt like leaving the hotel.
Received parking penalty and appeal process removed discount unfairly.
“Gemini Parking Solutions”
Paid penalty and appeal removed discount; accuses parking company.
“the discount vanished”
Speed ramps are too high and damage cars; hotel denies problem.
“Speed ramps at st annes manor wokingham are too high and damage cars.”
Hilton provided superb quality accommodation and service.
“Hilton Hotels provided us with superb quality accommodation and service.”
Room was uncomfortable and breakfast service was slow and inadequate.
“Bed squeaked just sitting on it so laying or turning over was a nightmare.”
Exceptional service and chef accommodated allergies well.
“chef was very good at accommodating all my allergies.”
Outstanding staff during New Year's; would stay again.
“staff were outstanding”
Good amenities with fantastic breakfast and stocked mini bar.
“Breakfast buffet was fantastic and Mini bar was well stocked”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
Hilton is a global hospitality company that runs full-service hotels and resorts across brands including Waldorf Astoria, Conrad, and DoubleTree. It operates airport hotels, conference properties, and full-service urban locations. Frequent travelers can join its Hilton Honors loyalty program. Many properties offer event space, on-site dining, fitness centers, and business services. Hilton also provides corporate and group booking options for weddings, meetings, and events.