Review Insights · Google Play
Hilton Honors: Book Hotels
Hilton · 166,919 ratings · ★ 4.4
4.4
★★★★★
166,919 ratings
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Top complaints - extracted from 67 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
"work"
11 negative reviews mention this · 16% of all complaints
★★★★★ "keeps giving technical difficulties for checking in. I can only pray the digital key works when I get here" - Chad Roberts
2
"hilton"
8 negative reviews mention this · 12% of all complaints
★★★★★ "I want to like this app but it almost NEVER works with something as simple as just logging in. There's always an error and you guys say to check back later. Well, it's been a WEEK and still can't login. It's a damn shame that a company like…" - K B
3
"check"
7 negative reviews mention this · 10% of all complaints
★★★★★ "Used to be great now a nightmare. Have to use ios version to check in to a stay as the android one always gets stuck on "Connecting to your bank"" - Andrew Hurley
📋 All 67 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").
The app has been incredibly slow lately.
Used to be great now a nightmare. Have to use ios version to check in to a stay as the android one always gets stuck on "Connecting to your bank"
can't clear my corporate account history
Worst app ever. It gives you the wrong GPS address to your hotel. I spent an Hour trying to find my correct hotel because it does not work correctly....
App does not recognize the longevity of modern phones.
apps not working and customer service reps and NOT helpful.
absolutely shocking app and website. can't login, takes ages to load, when I authorise bank payment it logs me out and have to start again. the worst app and website ive ever used! tried on android and iPhone!
won't let me set up an account no matter what I try
your update broke the app entirely
Steal from me once and lose my business forever. If you don't honor the rates in your app, I don't need your app. You can thank the Spark hotel in Florence SC for turning me into a FORMER guest. I gave you and them 3 opportunities to address your fraud, and all I got was the runaround. I'll stay loyal to IHG from now on.
will not work
For 2 days I have been getting error messages while trying to load app
I don't like the recent upgrade to this app. It's clunkier than the old version and it takes way too long for this app to open. When businesses have a good app that works, why do they have to screw around with it and mess it up? If this app is not fixed soon, I'm going to go old school and call the front desk of the hotel and make my reservations the old-fashioned way.
I want to like this app but it almost NEVER works with something as simple as just logging in. There's always an error and you guys say to check back later. Well, it's been a WEEK and still can't login. It's a damn shame that a company like freaking HILTON can't get their app right, responsive, and working.
Because they didn't offer -14 stars as an option.
App doesn't work. "something went wrong"
app constantly crashes
Bozo idiot Hilton developers. The app sucks.
no longer compatible with my phone!?!?!? WHAT?!?!
doesn't work on my device
Frozen at the blue Hilton screen. no login or anything.
Is there a bug in the system 🐛? There is an issue saying I am not logged in amd I have no stays.
was a great app and then randomly this morning they made it so the log in page doesn't even work and the app is now unusable.
won't let me create an account without an error
Your app isn't working correctly and is frozen and not on the page, to many issues to list. Fire your IT development team and start over!
The app crashes every time I try to search for anything. Reinstalling had no change.
I have been trying to use this app for the last 3 weeks while traveling around the country. I constantly just closes.
I can't digitally check-in.
This app SUCKS! Do not use it. I tried creating an account many times and after you waste your time completing everything then an error message says technical difficulty and try again later. Do better Hilton!!!
Since a year now I can't update the app because it's apparently not compatible with my device?!? It's useless! BTW my phone is a standard phone running on Android, and NOT outdated nor ancient.
Never work right over the last week. I depend on this app
can't search for destinations without it crashing. tired uninstall and reinstall. slightly better than it not opening a few weeks ago.
App is useless. It can't populate hotels making it completely worthless. Or... is it that there is not one single Hilton property on the planet?
Very bad user experience. Does not offer Android autofill with credit card data. And when you come back after a minute with plastic card the app forgot the entire booking. App is garbage.
my previous review was 5 stars but they have updated the app and it's now broken. I can no longer register hotel stays by entering my booking number and the date has defaulted to US format with no way to change back to UK. App is now completely useless
we are now a year into a broken qpp. I've noticed Google Play favors 5 stars that are nearly half a decade old vs 1 stars that are recent, and therefore more relevant to current issues. still cannot log in. still has trouble populating hotels.
The app hasn't worked in months. don't waste your time.
App doesn't work now in June 2026. Before, Check in through app doesn't work, got fooled, arrived at St. John's Garden Inn, they have no room ready, and the check in through this app did nothing on my reservation, wasted time. It happened a few times
Spyware cloaked in a Hilton app. Clunky and broken.
Would not load my profile and the chat is NO HELP! Don't even bother using the app just have to go to website.
terrible. the app won't open on my Google pixel 10 pro XL (which is the worst Pixel by far). it sits at the initial logo screen for 20 secs then crashes.
Currently there is a bug that crashes the app whenever you try to search for a city.
Nonstop spam push notifications, and they aren't separate from important notifications so you can either put up with it, turn off all notifications or uninstall (which is what I did)
Glitchy, slow, and really frustrating. Don't use it unless you have to. Tried to get the digital key and kept getting the "oops" message. Tried later from a different location and different router-same story. I don't know when they'll have the bugs worked out, but for now it's pretty useless.
This app really doesn't want your business. Been with hilton for years. May be time to go elsewhere. I keep getting a msg they can't find any hotels in the area in search. This is for major metropolitan locations, LA, NY, ATL etc.... This is after a struggle bus of a time to get my login details to work on the app. I uninstalled and reinstalled the app. No changes. This has been going on for a few months now.
not compatible with my device.
no matter what you do send you ads
Will not work with lg android
Something is seriously wrong with this app. it used to work great a year or so ago and after the past couple of updates there is consistently lagging or it doesnt work at all and continues to log me out.
Each time I type on the search box to find a hotel the app closes. I tried uninstalling and reinstalling the app but the issue continues. I can't use the app, it shuts down when searching hotels
+ 17 more in the clipboard copy
Sentiment summary
85%
Positive (4-5★)
2%
Neutral (3★)
12%
Negative (1-2★)