Review Insights · Google Play
Hilton Honors: Book Hotels
Hilton · 166,697 ratings · ★ 4.4
4.4
★★★★★
166,697 ratings
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Top complaints - extracted from 64 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"doesn"
10 negative reviews mention this · 16% of all complaints
★★★★★ "App doesn't work majority of the time. Says Sorry Retry when I try to sign in. Randomly closes the app in the middle of searching." - Derek Daniels
2
"hotel"
10 negative reviews mention this · 16% of all complaints
★★★★★ "App is slow, intermittently won't display information - spinning wheel of death. When it works it's useful. Not reliable enough to depend on. Other hotel brands have reliable apps." - Brian Piltz
3
"check"
10 negative reviews mention this · 16% of all complaints
★★★★★ "Tried using the app to do an early check in and I cant even make an account because it just keep saying there's a technical issue." - Madison Turner
4
"works"
8 negative reviews mention this · 13% of all complaints
★★★★★ "App is slow, intermittently won't display information - spinning wheel of death. When it works it's useful. Not reliable enough to depend on. Other hotel brands have reliable apps." - Brian Piltz
5
"longer"
8 negative reviews mention this · 13% of all complaints
★★★★★ "This app no longer supports my phone. This customer will no longer stay at Hilton." - Steven Spelbring
6
"work"
7 negative reviews mention this · 11% of all complaints
★★★★★ "App doesn't work majority of the time. Says Sorry Retry when I try to sign in. Randomly closes the app in the middle of searching." - Derek Daniels
7
"phone"
7 negative reviews mention this · 11% of all complaints
★★★★★ "underwhelming app. Does not recognise booking confirmation numbers so hotel won't know loyal traveller's preferences. Disregards locale settings of phones. Contact only via US phone numbers. It's as if the ones signing off on the app have n…" - M. J.
8
"digital"
7 negative reviews mention this · 11% of all complaints
★★★★★ "I have never once successfully been able to use this app. if I could check in the digital key doesn't work, but half the time it can find my reservation" - Laura Short
📋 All 64 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
App doesn't work majority of the time. Says Sorry Retry when I try to sign in. Randomly closes the app in the middle of searching.
Endless cycle while trying to reset password. Impossible to recover a Hilton Number from the website for this App.
ive been a diamond member for a few years. this year the changes to the diamond retention requirements make it not worth it. ill be switching to another hotel chain.
Tried using the app to do an early check in and I cant even make an account because it just keep saying there's a technical issue.
The app keeps stating there is an issue with signing in. I am unable to use it effectively on my phone.
The app indicates that my device isnt compatible with the app any more (Samsung Note 10). Well, my device is not too old to rate this app a one-star, tho!
doesn't work anymore???
Flakier than my grandmother's biscuits. Wayyyy too many log outs.
I have never once successfully been able to use this app. if I could check in the digital key doesn't work, but half the time it can find my reservation
buy me a new instrument because you changed your app. Maybe i should change hotel chain that have apps that work.
This app no longer supports my phone. This customer will no longer stay at Hilton.
The app changed. It is difficult to find a hotel address during a stay and a receipt after a stay. I dont recommend after the update.
app basura, sales para volver a entrar hay que poner el nombre de usuario y password, y nadie de lo que lo go sirve, pide reset password, pero no silver por qué segun mi user name no es correcto y aunque pide email, no manda el correo para recuperar la cuenta por qué no acepta el username, es una app muy inútil
New April update is hot garbage. Did anyone test this? Roll it back
app keeps crashing, I cannot book a room via the app. Best to use their website . I cannot even check simple things like my points in the account
not compatible with my phone anymore. ugh!
You folks don't know your demographic! We long time HHonors members have slightly older technology that works fine but that you no longer support. Make your updates backward compatible or, better yet, use a PWA....
Worked perfectly for 2 years, and now is saying that it's incompatible with my phone... Whhaaatttt?
App update won't run on my device. Please fix this.
Can no longer check in using the app. It asks for passport numbers and next destination! We're British!
Website works. App never logs in unless you are on WiFi/home
I have Android 12 but apo stopped working on my device. They are forcing me to buy new phone
Really poor app. Unable to complete on line check-in or payment. Multiple attempts but app just freezes. Using S25. Don't bother downloading. You will just waste your time.
Takes forever to open and doesn't work properly when it does.
App keeps crashing won't open
Spyware cloaked in a Hilton app
very very slow and just ground to a halt when I was trying to check in, so could not check in. Terrible.
Can't sign in every single time what wrong with this app???
Since the latest update the app on my Android device no longer allows me to log in. With an error saying something went wrong on our end, so clearly something wrong with the latest update.
why change what wasn't broken? terrible new interface and design and never receive digital keys anymore.
the app doesn't allow me to log in!
For some inexplicable reason, people want to take a perfectly functioning app and make it worthless. Now, when you move from the Hilton screen to any other screen - say Google maps to clarify the area - you have to start all over at the Hilton screen and re-enter your data. there are also places where data is not saved. this app was MUCH better before all these updates. Update: I didn't think it could get worse, then they must have said, "Hold my beer".
digital key takes too long to arrive
Was actually pretty solid, but no longer supports my device.
sends me promo push notifications which I can't turn off without logging in, an login is failing.....
unable to pick rooms ... Why the change?? Is there a bug in the system 🐛?
unable to use the app on Android
Hilton, have you ever heard of "if it ain't broke..."? There was nothing wrong with the previous version. Now it's almost unusable. And whoever decided to remove past stays from the app should be fired.
their app glitches, put in new Holland pa. said a hotel was 6 miles away, but was over 300, it was until after I did digital check in, they said they couldn't fix, stole all my points and refused to correct. they will never get another penny of my money. and I will never stop badmouthing Hilton, thieves.
joke of a company app doesn't let me sign in and I have to fight to sign in on the website I rather pay more elsewhere for better convenience thankfully I'm testing this 1 month before my trip so I have time to cancel them and go with someone else
Won't let me sign in, every time I try to fix the account it says "sorry please try again" and I have tried it 5 times.
You click the add to calendar button in an email and they send you to install their app. Why, so you can collect data? Maybe push marketing notifications? There isn't a good reason, there are a lot of bad reasons.
This app is horrible and has been for years. Try to login? nope Reset password? good luck Customer service? forget about it. I'm sticking with Marriott Bonvoy. Just read the 1 star reviews...I'm clearly not the only one with the same problem. 🤬
I don't like the most recent upgrade of this app. it's clunkier than the old version. I don't like the fact that when you go to pick your room the hotel map is no longer there. Also, it often takes quite a while for this app to open. When businesses have a good app that works, why do they always have to screw around with it and mess it up? Revert to the old version and it will be back up to five stars.
horrible experience with the app. I am an honors member, I know my honors number and password. The app wont let me log in and tells me they sent me a link to reset the password. I get the link and it redirects me to the login page.....no password reset, no temporary password, just back to the same login page that already denied me. I have now been on the phone with their "customer service" for 24 minutes and they have walked me through those same steps another 6 times! they cant send a reset?
only thing app does is let you book! online checkin doesn't work still require checking at front desk! digital key always says " on the way" "preparing room" never comes. there is no help with anything except "check with the front desk"
the digital key never works despite good cell service, good wifi and Bluetooth on. fix it please
worthless. Will not allow me to create an account
App is broken, cannot login to access virtual key. Always says the error is on the app end
Nothing loads quickly, takes at least 2 minutes to load anything and throws an error every time you try to change anything.
+ 14 more in the clipboard copy
Sentiment summary
86%
Positive (4-5★)
2%
Neutral (3★)
12%
Negative (1-2★)