Websites across the board have been getting worse. Chase, Amex, BA – you name it. Specifically, they’re being dumbed down for mobile, which is great for that environment but at the expense of desktop usability. This sucks, given a lot of advanced functionality still require desktop.
In Hilton’s case, there are more issues – some functionalities just don’t work. When it first rolled out, it was hilarious – there was no way to login, you had to manually go to something like hiltonhonors.hilton.com to find the login link.
Now when I click on “All Points Activity”, you’d think I’d get details on… all my points activities, such as recent earnings and deductions. How dare you imagine such advanced feature! We should only get what we loyal members deserve, which is no more than a list of stays, with no points activity related to them. No other points activity is listed.
Luckily in this case, the mobile app does show my points activities, but with no dates except for stays.
A less annoying feature is when I search “LAX” on the main page (to find hotels closest to the airport), I get nothing. If I search for something else and go to the results page, I can now search for LAX and pull up “LAX – Los Angeles International Airport, CA”.
Showing member activity is one of the most basic features every loyalty program should provide. In Hilton’s case, it doesn’t, at least not for me.
The website and app suck!!!! It’s frustrating to even try and use them. By the time you sign in to the website with all the “ recaptcha” nonsense I’m already pissed off at them.
“It’s not you. It’s us.” I see this as their error message so often that I feel like I should call and Mr. Us and explain that I’ve stayed at other chains, even as a lifetime diamond member, just because I can’t make a reservation without talking to someone. Seriously, if you can’t figure out your internet, I’m not trusting you to figure out your hotel issues.
I wish they would do something about it the website sucks on all levels. Even for people without a membership it’s like a cruel joke to try to view rooms and rates. I’m going on vacation to Disney and I’m not even bothering with Hilton just because it’s way to difficult to compare rooms and rates.
Ditch reCaptcha or lose sales and customers!
Hilton website SUcks. Trying to update reservation. Web site stated. click on the CHAT with US. Ain’t no buttom. Then have a CALL ME, that doesn’t work either. The wait time for phone call > 30 mins.
2021- still the same. Mobile version is the worst. Not even able to log in since the re-captchas needs to be filled out afterwards the password. But all fields need to complete before hitting the log in button.
From Hilton employee perspective:
So many loyal guests calling since online bookings not working that easily.
No future company. But please google:
Hilton CEO Chris Nasetta salary 2020…
Boutique hotels are the future. This corporate chain’s times up!