I worked in the hotel industry for 25+ years, with 24 of them being with Hilton Hotels Family and 5 of those being in the Quality Assurance department (inspecting hotels).
The Hilton Family (Waldorf-Astoria Collection, Conrad, Hilton, Doubletree, Embassy Suites, Homewood Suites, Hilton Garden Inn, Hampton Inns) are inspected twice a year, and sometimes more. If a hotel does not pass two inspections in a row, it goes to a committee who votes on whether they should have a 3rd and final inspection. If it doesn’t pass, it’s a 3rd strike, they are booted out of the system.
Since an inspection only represents one day at the hotel, Hilton relies on the voice of the customer to tell them how the hotels are really doing on a day-to-day basis. If a hotel’s guest evaluation score average drops below a certain level, the owner gets a warning that it needs to be raised within a certain period of time. If it doesn’t, it goes to the QA committee. If an owner doesn’t want to play by their brand’s rules, they get the boot. It just takes time to make it happen.
Hampton Inns, Homewood Suites and Embassy Suites have a 100% Satisfaction Guarantee…if you aren’t satisfied with your stay, they don’t expect you to pay. Every employee, by standards, is allowed to refund you. Of course they would rather hear about the problem and have a chance to fix it to your satisfaction, but that is sometimes impossible.
As YARNLADY said, put your needs/desires on the reservation (if you are booking online), and they are more likely to be met. And if they aren’t met, talk to someone at the hotel about it. And if it still doesn’t happen, call the corporate office, if it has one. For Hilton, they rely on customer feedback to know where a particular hotel is falling short of the mark.