Hilton New Orleans / St. Charles Avenue

This was a great location! Close to the french quarter and walkable to everything. The room was nice and clean. The service was very friendly and welcoming by everyone. On the day we arrived we were greeted by Derrick. He was the door man on that day and not only did he quickly check our bags so we could explore before check in, he also lent us umbellas to keep us dry. He was so kind and set a wonderful tone for our stay.

I am extremely disappointed with my recent experience with the Hilton New Orleans St. Charles Avenue, specifically with the Director of Operations, Maya Terrance. I contacted Hilton Honors to explain that I was unable to travel due to inclement weather. My airline even reached out advising me to reconsider traveling from my state because of the conditions. Since my reservation was part of a family reunion block, Hilton Honors informed me that the hotel would need to handle the cancellation directly.

When I called the hotel, I spoke with Maya Terrance, and the interaction was shocking. She was rude, dismissive, and completely inconsiderate of my situation. Despite being a Hilton Honors member, she made it clear that my loyalty did not matter. She canceled one of my rooms but refused to cancel the second, choosing instead to charge me anyway. Her exact attitude was that she was “meeting me halfway” and that she was “in the business of making money.”

Weather-related travel issues are unforeseen circumstances, and any company that claims to value customer service should understand that. I would have loved to attend my family reunion, but safety comes first. Instead of empathy or professionalism, I was met with indifference.

This experience has left me extremely upset, and I will not be using Hilton again. Customer service should never feel like a burden to the people who are supposed to provide it.

The front desk staff was very polite,respectful and attentive.

Thank you! Ernel was very helpful and friendly. We appreciate the team at this hotel (and the great location!)

This was a girls’ weekend trip to New Orleans to kick off the summer, and from the moment we arrived until the day we departed, the staff at the Hilton New Orleans/St. Charles Avenue made our stay memorable.

We arrived by car, and John, the valet attendant, was our first point of contact. He was friendly, patient, and welcoming while we checked in, and he even shared a few recommendations for things to do during our stay.

The front desk associate was equally amazing and patient. Although she had just dealt with a difficult customer before our arrival, she greeted us with a smile and provided excellent customer service. She was also accommodating when we learned there was no pool available, despite the hotel website indicating that one was onsite.

The website also did not mention that the hotel was undergoing renovations. The next morning at 8:00 a.m. sharp, we were awakened by drilling and construction noise. This is when we met Tori and Cris, who were just as pleasant and accommodating as the rest of the staff. Tori immediately offered to move us to a lower floor to help minimize the disruption.

Upon departure, we met another wonderful team member, Derrick, the bellman, who assisted us with our luggage and loaded our vehicle for the trip home.

Overall, our weekend was a great experience. I was pleasantly surprised by how spacious and comfortable the rooms were. Despite the unexpected renovation noise, the outstanding customer service from every staff member we encountered made all the difference.

Because of this experience, the Hilton New Orleans/St. Charles Avenue is now my favorite hotel in New Orleans. Thank you for a wonderful weekend!

The hotel is amazing! Very clean and the staff are absolutely fantastic! Everyone so friendly. Bree and Chris at the front desk are wonderful; they assist with all our needs. Rolando and John were amazing also. Great staff all around. The restaurant, Luke, is really good too.

What a fun, haunted, and luxurious stay.

I had an incredible stay. It was the first time staying in New Orleans and the architecture for this hotel is so on theme.

It has a very New Orleans vibe from walking in the hall way to the fire place in the main check in spot.

The hotel is placed right in the center of the business area of New Orleans and it’s in the center of everything.

The rooms are spacious, the shower is an unusually long and large, the areas are spacious, and our bed was so comfortable.

I don’t remember waking up past 10 am in a long time in a deep sleep.

The restaurant Luke was right there and wow was the food clean. Not only that but it was incredibly delicious.

5/5 restaurant.

The only thing is that the gym is not the biggest gym but honestly it works.

Overall, it’s close to many popular areas within walking distance. And the greater part is you can literally walk to all the major areas such as the French quarter canal st and the French men st.

Overall it was an excellent hotel to stay at.

And I have to save the best for last but Shai at the front desk went above and beyond for customer service.

She was unbelieving welcoming and made our stay exceptionally well.

She honestly is the best.

Not only that but the entire staff was exemplary and attentive.

Can’t wait to come back to this super fine and amazing stay.

This stay made us want to come back to New Orleans.

Without a doubt the worst Hilton I have stayed in! I stayed for 3 days! Room was not cleaned for 2 days! No towels were replaced on the one day it was cleaned! It took 4 hours and 4 calls to guest services to get fresh towels! Motels have higher standards and service than this hotel! When I spoke to the guest relations lady she said speak to manager who was not there and housekeeping was closed! Pathetic and an apology on a hotel

I rarely leave negative hotel reviews, but our experience at Hilton New Orleans/St. Charles Avenue was extremely disappointing and concerning.

This was supposed to be a celebratory first trip to New Orleans, but the stay began with an upsetting interaction regarding our legitimate service dog.

At check-in, we clearly informed the front desk employee multiple times that we were traveling with a service dog. Despite this, we were told we would need to pay a pet fee. After we explained that service animals are protected under the ADA and cannot legally be charged pet fees, the employee argued with us and stated, “A dog is a dog.”

Even after management became involved and staff were informed that service animals cannot be charged pet fees, we were still asked to provide “proof” that our dog was a service animal — something that is not permitted under ADA guidelines.

What made the situation even more frustrating was the way management later handled the complaint. The hotel repeatedly attempted to characterize the incident as a “miscommunication” or confusion regarding whether our dog was a service animal or emotional support animal. However, at no point did we ever describe our dog as an emotional support animal. We consistently and clearly stated from the very beginning that it was a service dog.

The repeated questioning, improper attempted pet fee, and overall handling of the situation made the experience feel humiliating and unnecessarily confrontational.

Unfortunately, the stay also included several operational issues, including room keys repeatedly failing and a non-functioning drinking water machine.

To be fair, Hilton corporate and hotel leadership eventually acknowledged that the interaction was handled improperly and confirmed that additional ADA coaching and retraining would be conducted with staff. However, despite the seriousness of the experience and the impact it had on our stay, the final compensation offered was only 2,000 Hilton Honors points.

I appreciate the apologies that were eventually provided, but overall this was still one of the most disappointing hotel experiences we have had in years.

I was there for two nights the front staff has no manners at all, no hello nothing they just dont say anything. They never cleaned my room after i had asked for it to be cleaned

We stayed for 3 nights on a group travel holiday. Check in didn’t take too long considering there were 30 in the group.
It is one of the Historic Hotels of America, and the entrance hall and lobby are beautiful. It is well located for the French Quarter (5 min walk) and the Riverfront (10 min).
My husband and I stayed in a recently renovated room. It was a good size, well decorated with large mirrors and some tasteful artwork. Wardrobe space was adequate. The bathroom was well set out and had a useful night light.
There were plenty of electrical sockets, a good tea and coffee making machine, and the curtains kept out the early morning light.
The only thing missing from the room was an armchair. There is space to include one, so I hope they will do that.

Stay duration: 6 days/ 5 nights.
Reason: Work trip
Dates: 04/05- 04/10/2026
Hilton Status: Silver only
Overall week estimated cost for room and charges: $1,000.00+

The start of my stay started out really really rocky.. waiting 4ish hours for check in. Then waiting for my card to be verified by whomever it was supposed to be verified by. The guest service person who helped me out during my actual check in was very hostile and not very customer service oriented. This continued the entire time I stayed there and interacted with that person. She made me feel as if the company cards I were trying to use were fraudulent which was wild. Overall, I will say that was the worst experience with any staff member I had.

Everyone else was amazing. The valet was AWESOME and would make it a priority to have my car there before I even got down. The room service staff from Luke was also amazing quick to deliver and very kind. The housekeeping staff was phenomenal... I want to say I NEVER let anyone into clean my room at any hotels I stay at, but some reason I decide to let them. I was not disappointed at all. It was crazy how detailed they were with placement of my items. I set up my room/restroom a very specific way, but I always tend to mess it up. Well after working 14 hours I would come back to my hotel and somehow my items were placed in the exact order that I wanted them. They cleaned well, made my bed, got rid of trash, and most importantly did NOT throw away any stray receipts (needed for expense logs)!!! That was the cherry on top as I have had problems with those getting thrown.

I want to shout out the valet guys a ton. They made the stay 5 stars. They were on top of their game and never slipped. They were nice and made conversation with me constantly. They even gave suggestions!

I think Hilton upgraded my room, but I wasn't sure if maybe that's just a normal room? It was nice and very roomy. Very quiet and clean.

Location and customer service

Sexy

everything