Review Insights · App Store
Hilton Honors: Book Hotels
Hilton Worldwide Holdings Inc. · 3,178,539 ratings · ★ 4.9
4.9
★★★★★
3,178,539 ratings
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Top complaints - extracted from 70 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
"notifications"
15 negative reviews mention this · 21% of all complaints
★★★★★ "Deceptive use of Push Notifications. App hijack push notifications for ads and promos instead of delivering the updates or tasks users actually need. Get notifications when you are on travel for deals. Total misuse of notifications. Very frustrating." - AverageUser_87621
2
"work"
13 negative reviews mention this · 19% of all complaints
★★★★★ "Check in from app. Thumbs down Doesn’t work" - LindaTrice
3
"doesn"
12 negative reviews mention this · 17% of all complaints
★★★★★ "“That was unexpected”. For months my app as I book things or just move from page to page constantly gives me a message saying “that was unexpected, let’s try that again”. Never happens on the website off my phone but the app consistently gives error so it makes i…" - GuardnAK
4
"hilton"
12 negative reviews mention this · 17% of all complaints
★★★★★ "Does not honor notification preferences. I had ONLY “Stay reminders” on, and continued to get push notifications about earning points and staying elsewhere. So after my last stay, I turned off even that one. Well, now with ALL push notifications set to “off” in the app, I am STIL…" - Angalisey
5
"push"
11 negative reviews mention this · 16% of all complaints
★★★★★ "Deceptive use of Push Notifications. App hijack push notifications for ads and promos instead of delivering the updates or tasks users actually need. Get notifications when you are on travel for deals. Total misuse of notifications. Very frustrating." - AverageUser_87621
6
"error"
11 negative reviews mention this · 16% of all complaints
★★★★★ "“That was unexpected”. For months my app as I book things or just move from page to page constantly gives me a message saying “that was unexpected, let’s try that again”. Never happens on the website off my phone but the app consistently gives error so it makes i…" - GuardnAK
7
"stay"
11 negative reviews mention this · 16% of all complaints
★★★★★ "Does not honor notification preferences. I had ONLY “Stay reminders” on, and continued to get push notifications about earning points and staying elsewhere. So after my last stay, I turned off even that one. Well, now with ALL push notifications set to “off” in the app, I am STIL…" - Angalisey
8
"every"
11 negative reviews mention this · 16% of all complaints
★★★★★ "No VPN support? Negative stars if I could. Support VPN - it’s an extremely basic privacy right, everyone should have. You’re just an overly priced space rental." - ZakTech
9
"digital"
10 negative reviews mention this · 14% of all complaints
★★★★★ "Miserable app. Zero stars. Digital key never arrived. What a fumble with developers Membership has zero perks! They offer to upgrade you a room when your status says complimentary if available. Apparently it’s available if your lame app is offering to sell to me …" - Singing Cardinal
10
"room"
10 negative reviews mention this · 14% of all complaints
★★★★★ "Miserable app. Zero stars. Digital key never arrived. What a fumble with developers Membership has zero perks! They offer to upgrade you a room when your status says complimentary if available. Apparently it’s available if your lame app is offering to sell to me …" - Singing Cardinal
11
"unexpected"
9 negative reviews mention this · 13% of all complaints
★★★★★ "“That was unexpected”. For months my app as I book things or just move from page to page constantly gives me a message saying “that was unexpected, let’s try that again”. Never happens on the website off my phone but the app consistently gives error so it makes i…" - GuardnAK
12
"push notifications"
8 negative reviews mention this · 11% of all complaints
★★★★★ "Deceptive use of Push Notifications. App hijack push notifications for ads and promos instead of delivering the updates or tasks users actually need. Get notifications when you are on travel for deals. Total misuse of notifications. Very frustrating." - AverageUser_87621
📋 All 70 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").
Can’t get into my account
Can’t get into my account. Talked to customer service, though they were nice, they were not able to get me into my account. They have a janky interface. Wasted a lot of time
Miserable app. Zero stars
Digital key never arrived. What a fumble with developers Membership has zero perks! They offer to upgrade you a room when your status says complimentary if available. Apparently it’s available if your lame app is offering to sell to me at checkin. Chat feature is slow and you have to go through a bot to get to real person. This is reason I went from Diamond to regular member because I switched to a competitor with better service!!! They offer tip service in room for maid that never showed up. Can’t make this stuff up!!! 😂
Deceptive use of Push Notifications
App hijack push notifications for ads and promos instead of delivering the updates or tasks users actually need. Get notifications when you are on travel for deals. Total misuse of notifications. Very frustrating.
No VPN support? Negative stars if I could
Support VPN - it’s an extremely basic privacy right, everyone should have. You’re just an overly priced space rental.
Does not honor notification preferences
I had ONLY “Stay reminders” on, and continued to get push notifications about earning points and staying elsewhere. So after my last stay, I turned off even that one.
Well, now with ALL push notifications set to “off” in the app, I am STILL getting ads about spending my points on some stupid show.
If Hilton can’t even honor a simple setting like push notifications, it makes me concerned about what other problems they have in their coding that could affect my account’s security.
I’m going to give it another week and if I’m still getting these unwanted notifications, I’m uninstalling. (Yes I can disable at the OS level, but I shouldn’t have to. I DO want stay reminders if I decide to stay with Hilton again.)
Well, now with ALL push notifications set to “off” in the app, I am STILL getting ads about spending my points on some stupid show.
If Hilton can’t even honor a simple setting like push notifications, it makes me concerned about what other problems they have in their coding that could affect my account’s security.
I’m going to give it another week and if I’m still getting these unwanted notifications, I’m uninstalling. (Yes I can disable at the OS level, but I shouldn’t have to. I DO want stay reminders if I decide to stay with Hilton again.)
Check in from app
Thumbs down Doesn’t work
Fix your app!
Fix your app so it works with VPN! Every few seconds the app gives a pop up saying "That was unexpected. Sorry for the interruption. Let's try again." It's complete junk. Millions of customers use VPNs daily to secure their internet use, especially when connected to pubic wifi!
Ads
Now once you use your key to get in the room, you get ads.
That was unexpected
Latest several updates continue a downward trend of lost functionality, poor visuals and frequent crashes and bugs that are seriously undermining this app’s usefulness. (Totally unusable on current trip - frequent error pop ups saying “That was unexpected” - can’t locate my hotel, room key not working, etc. All these features worked flawlessly a year ago. Dump your current code branch and go back to what you were using earlier… it worked!
“That was unexpected”
Expect to see a pop-up that says it was unexpected very frequently. Especially if you’re in a situation where you need information immediately. Quite possibly the worst app created by a company of more than three people.
Horrible Search
When doing a search for Bahamas, the search comes back with multiple hotels in Miami, East and West Coast of Florida. No filter to remove FL from my search. Decided to book with a competitor.
Still Not Working
It’s been weeks and even with the latest update this week the app still isn’t working. C’mon get your *hit together & got it done right!
Spam notifications
Even thought I turned off all push notifications except ones related to my stay, it still sent push notifications advertising random stuff.
Pop up ads/notifications :(
They push you advertisements and marketing info that pops up as banner notifications even when not using the app. Digital key is fickle.
Unexpected
Every selection produces the same error message: “That was unexpected. Sorry for the interruption. Let’s try again. “ It doesn’t list my stay and can’t find it even after I enter the confirmation number and arrival date. The thing is useless.
Check in feature not working
I hit check in button, and I was to AP review. I tried 4x yesterday and 2x today.
Garbage errors
Three stays this year none in the app
Inferior to every other hotel app
No excuse for why you still cannot book a free room certificate in the app. Marriott & Hyatt both can do this. Also ridiculous it doesn’t save recent searches so you have to put in the details from scratch every time you search for hotel rooms
Search broken
In addition to Hilton price gouging during the World Cup, their app straight up doesn’t work. Can’t search for anything.
Buying points
It’s so ridiculously difficult to buy points using the app.
Completely useless now
Never had an issue until. Haven’t opened the app in weeks and today it’s gives me an error every few seconds saying “that was unexpected “ sorry for the interruption. Let’s try that again. Impossible to do anything in app.
Won’t work for older model iPhones
I cannot use download or use this app because I have an older model of phone and the iOS is not supported on this app. My phone still works perfectly and I see no reason to get a newer one. An inability to use the app is preventing me from using some of the more useful services provided by Hilton. Either support more devices or offer all abilities through the webpage.
App pumps Hilton ads
Despite making selections to NOT receive advertising notifications from the app, it sends an ad for the Hilton credit card every few days. Reporting this gets a response from Hilton to turn off all notifications.
I WILL NOT USE THE DIGITAL KEY!
Enough with the aggressive push towards a digital key! As a dime member for 25 years, I will NEVER use this stupid and ineffective technology. The Moore Hilton pushes it, the more I'll push back. If this eventually becomes the only option when using Hilton, I will immediately stop staying at Hilton's. Instead of push pushing the digital key sprained so hard, how about you fix up these disgusting hotel rooms? How about improving the Wi-Fi experience? There are many other things that need addressing rather than the stupid digital key.
Crashes all the time
App fails, face recognition doesn’t work, stores a zillion passwords but none ever login properly. Terrible
Push notification spam
App pushes promotional messages as spammy push notifications, despite being toggled off.
Can’t sign in
I used this years back and it worked great. Recently it booted me off the app on its own and just won’t work. I get the error “Something went wrong on our end, and we couldn't sign you in.
Please try again later.” My account works on the safari browser but the app continues to fail with this error, even if I resent the password I get the same error and it works fine on mobile browsing. Please fix the error
Please try again later.” My account works on the safari browser but the app continues to fail with this error, even if I resent the password I get the same error and it works fine on mobile browsing. Please fix the error
Digital check in
Digital check in is terrible, it takes you to the app and then there’s nothing to help you find and complete my digital check in, and the app wants you to sign up for other things and all I want to do is check in
Poor customer service
Inconsistent benefits from venue to venue. Some hotels seem to make up their own rules as they go along. So called Diamond members aren’t really benefiting from presumed perks
Never accurate
Every time I actually need this app it doesn’t work. It doesn’t register my stays and most times take forever to load. I see it’s rated a 4.9 so I thought maybe it was my phone but I’ve had two new iPhones using this app and it’s still unreliable.
Bait and Switch! App shows low price - but you can’t book it
Did a search for a room in Walnut Creek, app showed a pay now / refund price which was fair, but when I tried to book the transaction didn’t go through. Chat assistant explained it as dynamic pricing and offered me the publisher rate which was > $30 above the app rate. App offer still showing up days later and you still can’t book it. Will also be reporting this to California Consumer Protection. Very frustrating and disappointing experience.
freezes
my app freezes every few mins i cant even use the app
Horrible App. & Disrespectful
Can’t find my current or past stays yet you bill me. I can enter my room but you can’t find my past stays or current stays on this app. You are going to lose a lot of us Diamond members with your shenanigans. Called customer service. Deleting app doesn’t work and logout then login again doesn’t work either. IHG for the rest of the 2026 work year.
Bad ju-ju
I guess I must have some bad ju-ju wth this supposedly 5 star app. Never have been able to get keyless check in to work. Just a message that “something must have gone wrong.” And yes. I updated.
You can’t close the chat and it will just get stuck there forever
It is very annoying that you cannot close the chat and when you are assigned with a terrible CS, you cannot get out of it. Sometimes it gets transferred to front desk and it stuck forever
Doesn’t work AT ALL
This stupid app won’t even allow me to register. I have tried many times and continually get an error. I have deleted it. So much for being able to do the fancy digital check in. Great job Hilton!
Notification spam
1 star for constantly spamming marketing messages in notifications. No way to turn that off.
Abuses notifications for ads. When is apple going to deal with this?
Abuses notifications for ads. When is apple going to deal with this? Completely ridiculous that apple allows marketing campaigns for notifications. I should be able to opt out of all of this at the phone level.
Uses push notifications for advertising
The business practice of using push notifications to send advertisements always earns a one star review from me. I also turned off my push notifications for Hilton, and you should too if you don’t like to get promotions through them.
Spam
Sending me push notifications for spam! Deleted app
Ignores notification preferences
I have my notification preferences turned on for only stay alerts and stay reminders. In-stay offers, account status, and Hilton offers I have turned off. Yet EVERY DAY I’m bombarded with promotional notifications. I would like to keep notifications on for the stay notifications, but at this point I’m ready to just turn them all off (and then no longer “stay” at Hilton)
Not working
Along with many others, the app simply is not working. Every attempt accessing anything results in a message stating Unexpected error try again
Can’t update app
Frustrating that if you have an older phone and don’t have ios17 the app no longer updates and works
Push ads regardless of settings
Hilton app sends push notification ads, regardless of setting in the app. Only way to turn them off is to disable notifications completely.
Doesn’t work
I’ve updated the app, deleted it and reinstalled. And it says unexpected error every time I try to use it!! Very frustrating because I really liked the digital key option.
Back to marketing push notifications
Received two marketing push notification today.
This is in spite of turning off in-stay offers, and Hilton offers.
This is in spite of turning off in-stay offers, and Hilton offers.
Spam app
Notification preferences in app are a lie and it continues to spam regardless of settings and opt out. Basically a giant ad under the guise of convenience. Do not recommend.
iPhone version 16.0
Can’t use this app with an iPhone unless you’re running 17.0 or higher. Pretty stupid maybe the Marriott app will work with 16.0.
App
The app is very bad performance and stressful
Delete
Why when i put in New Orleans I get hotels in Orlando. Zero stars!!!!
+ 20 more in the clipboard copy
Sentiment summary
99%
Positive (4-5★)
1%
Neutral (3★)
1%
Negative (1-2★)