New Breakfast enhancement

[drdpr]

Well I seem to be a bearer of "new enhancements" when I stay at Hilton Sydney. First it was the new $5 charge for coffee. Checked-in just now and was informed that breakfast for Diamonds will be in Executive lounge only. I asked when this changed as I stayed here just last month for the Opera and she stated it just commenced this month. She replied that the hotel reviewed the HHonors T&Cs and found that we where the only Hilton hotel offering this benefit. I politely rebutted her saying that is not true, all the Australasian hotels did this but obviously this enhancement will no doubt come to all of them ASAP given the coffee charge did. It was a nice "additional benefit" the Hiltons offered us over here and strictly it is going beyond what the HH T&Cs state our benefits are meant to be, but once you have tasted this benefit for many years it feels part of the norm and to see it go hurts. I did ask how much extra it would be to have breaky in Glass now and she cheerfully replied it is a special discounted $29 for Diamonds. Well that ain't much of deal, add your $5 for a coffee, much better to eat out. Anyway, it will be interesting to see how the quality of the continental is tomorrow and if this will change.

 

[Daver6]

Where do golds eat who don't get an EL upgrade?

 

[lovestotravel]

Disgusting!

 

[drdpr]

Where do golds eat who don't get an EL upgrade?

Don't know, I'd suggest you ask the local HH manager for Sydney, Kirra Alston as per the new Welcome sheet it states "A very weelcome from the H Sydney team!" "Should you have any further queries or concerns during your stay, please do not hesistate to contact me directly on 02 9265 77757 or via email Kirra.Alston@hi**on.com"

 

[deka2]

We stayed at the Hilton Sydney on Sat 9th May.
As a Gold, upgraded to an Exec room there was no problem having breakfast downstairs, in fact we were specifically told that as s gold our breakfast was complimentary, and we were escorted to a window table on the far left hand corner.

 

[Princess Fiona]

I haven't had breakfast in Glass on my last three stays at Hilton Sydney. This wasn't due to not being allowed but instead due to getting out of the lift and seeing the massive queue out the door for a table !
A pretty poor enhancement though by the management to make this decision. Definitely does not reflect the general treatment of Diamonds at most Hilton hotels.
Big thumbs down for that. Time to look elsewhere I think

 

[boomy]

I always found HSYD to be the worst in Australia in terms of elite treatment, this is just another example.
Didn't stay there this year and have no plans to either, plenty of better and often cheaper 5* hotels in town.

 

[JessicaTam]

We stayed at the Hilton Sydney on Sat 9th May.
As a Gold, upgraded to an Exec room there was no problem having breakfast downstairs, in fact we were specifically told that as s gold our breakfast was complimentary, and we were escorted to a window table on the far left hand corner.

I stayed the following day. Offered breakfast in lounge or Glass when I checked in.

 

[drdpr]

I went downstairs and asked again at the front desk. It was implemented from the 1st of this month but he did say to me they have waived the first stay since implementation (mind you that was not said to me at check in) so people at least on their 1st stay May onwards have been informed of the change. I think this is fair enough as how was one to know this. I booked the rate without breakfast based on the many past stays and benefits the hilton Sydney afforded Diamonds. So if they change this mid course, but I have booked in advance, it is fair to waive the option as had I known, I would have the option to review and book the room with breakfast included.
So deka2 and JessicaTam, it could one of several things, but most likely the memo and staff training on this new rule was not fully implemented at the time of your stay.

 

[kpc]

Well I seem to be a bearer of "new enhancements" when I stay at Hilton Sydney. First it was the new $5 charge for coffee. Checked-in just now and was informed that breakfast for Diamonds will be in Executive lounge only. I asked when this changed as I stayed here just last month for the Opera and she stated it just commenced this month. She replied that the hotel reviewed the HHonors T&Cs and found that we where the only Hilton hotel offering this benefit. I politely rebutted her saying that is not true, all the Australasian hotels did this but obviously this enhancement will no doubt come to all of them ASAP given the coffee charge did. It was a nice "additional benefit" the Hiltons offered us over here and strictly it is going beyond what the HH T&Cs state our benefits are meant to be, but once you have tasted this benefit for many years it feels part of the norm and to see it go hurts. I did ask how much extra it would be to have breaky in Glass now and she cheerfully replied it is a special discounted $29 for Diamonds. Well that ain't much of deal, add your $5 for a coffee, much better to eat out. Anyway, it will be interesting to see how the quality of the continental is tomorrow and if this will change.

where's the dislike button?

 

[Deleted member 29185]

Isn't it funny how H-SYD seemed to have turned a corner for the better (with regard to elite upgrades) and then throw this in the mix. Of course they are entitled to do it, as we all know the specific T&Cs of the program, but they are definitely NOT entitled to lie through their teeth to their loyal customers. To state out right that they have done their research and find they are the only hotel in Oz to offer the full restaurant breakfast is an out right lie. I'd think they have most likely approached the others......but more to convince them to change as well, rather than "research" the breakfast offering. It's a bit alarming that we've heard at least one similar report (from H-CNS) so let's hope this is not replicated Oz wide.

 

[jackthomas]

I love Glass Breakfast, probably my favourite in Aus.. I have a stay tomorrow at HSYD as a gold member, will see what happens and report back on Saturday morning, or what I'm told at check in tomorrow...

 

[jackthomas]

Was told voluntarily (rather nervously) by front desk at check in of the new breakfast rules, and was told I couldn't have my breakfast in Glass but had to go up to the Exec Lounge... I've never had breakfast up there in all my stays here, so thumbs up for new experiences..

I never ask about benefits or breakfast, simply walk in with my room number in the morning so they are going out of their way to tell all elites at check in it seems.

 

[Moopere]

Re: How do Hilton treat you as an Elite?

no. the lounge staff knew i was diamond and rang and checked with 'management' who said there was a $10 a head change even for diamonds

There is something wrong here, but I've come across it before at other properties. The fact is, a gold without exec access is still owed a free breakfast ... can't be in the lounge as no access so it has to be in the main restaurant and they can't weedle out of it with some sort of penny pinching - so thats the minimum. Gold with exec or Diamonds (with exec access as standard) have this to fall back on as a minimum service level - it can only build from here.

The staff get confused because no status guests with exec lounge access _do_ have to pay extra for main restaurant breakfast - and this is what muddles them. They see you have lounge access and just go from there without considering the status.

As Deka2 says above, I don't even ask now, I just present at the restaurant if thats what I want, and have never once been refused. Pull out the gold/diamond card if required. If one day they try it on I'm sure a quick call to the HH gold/diamond line will sort them out and they can do this themselves whilst you enjoy breaky.

 

[Moopere]

Re: How do Hilton treat you as an Elite?

Status: Gold
Property: Hilton Sydney
Room Book: King Executive
Room Received: Junior King Suite.

Was voluntarily told the new rules regarding breakfast and that I must eat in the executive lounge... Didn't question it because of the pretty generous upgrade ( which btw the air con isn't working and I'm SWELTERING)

Thats baloney - you should report them to HH. I rarely eat breakfast in the lounge, particularly in Australia as the offering is so poor. I'd have given it to them and forgone exec lounge access - that way they are forced to relent and provide main restaurant breaky. Sure, the rules state that this is 'continental' but whatever - I'd try it on and see how it goes.

I've pulled up front desk staff before for 'made up rules', a particularly weary checkin at HSW comes to mind - I always try to present that I have all the time in the world and am happy to wait to get a situation resolved - will even call HH myself if they are reluctant to do it.

Theres no 'new rules' as far as I can see:

Conrad® Hotels & Resorts, Curio - A Collection by Hilton, Hilton Hotels & Resorts, DoubleTree by Hilton™

• Space-available upgrade to a preferred room
• 1,000 HHonors Bonus Points per stay or a complimentary continental breakfast for you and up to one additional guest registered to the same room each day of your stay

 

[DC3]

How do Hilton treat you as an Elite?

If that's the case, then changes to food offerings at Hilton SYD since GM van Weezel arrived include removal of the 6.00pm EL prawns on weekends and now the downgraded breakfast offering.

Full restaurant breakfast has been offered in CNS, HSP, HSW, PER and ADL (as well as SYD) on my most recent stays. No up charging.

Edit: Except for the coffee Nickel-and-Diming (other than Salt at HSP and CNS)

 

[jackthomas]

Re: How do Hilton treat you as an Elite?

Thats baloney - you should report them to HH. I rarely eat breakfast in the lounge, particularly in Australia as the offering is so poor. I'd have given it to them and forgone exec lounge access - that way they are forced to relent and provide main restaurant breaky. Sure, the rules state that this is 'continental' but whatever - I'd try it on and see how it goes.

I've pulled up front desk staff before for 'made up rules', a particularly weary checkin at HSW comes to mind - I always try to present that I have all the time in the world and am happy to wait to get a situation resolved - will even call HH myself if they are reluctant to do it.

Theres no 'new rules' as far as I can see:
[/LIST]

There is a big discussion about this in the 'New breakfast enhancement' thread, however it seems HSYD is enforcing this new rule across all elite levels, in which anybody upgraded and all diamonds must eat in the executive lounge as their continental option, or pay a 'reduced' buffet rate of $29. Not sure theres much moving room since its been told all elites in the last week or two, but will definitely email HH with a friendly question/subtle complaint.

 

[Danger]

It'll be interesting to see what this does to numbers in the lounge at peak times.

 

[Deleted member 29185]

Re: How do Hilton treat you as an Elite?

If that's the case, then changes to food offerings at Hilton SYD since GM van Weezel arrived include removal of the 6.00pm EL prawns on weekends and now the downgraded breakfast offering.

Full restaurant breakfast has been offered in CNS, HSP, HSW, PER and ADL (as well as SYD) on my most recent stays. No up charging.

Edit: Except for the coffee Nickel-and-Diming (other than Salt at HSP and CNS)

It's not just Oz Hiltons allowing full breakfast in the restaurant either. Conrads Dubai and Rangali, Hiltons Abu Dhabi, Al Ain and Colombo and Doubletree Ras Al khaimah all permitted us (without question), a full buffet breakfast in their respective restaurants........and for all of them, they extended the offering (also without question) to our party of three.

I have noted with Hilton CNS, that they still don't charge for a coffee, but neither do they actively promote it any more. They now have a coffee machine in the restaurant which they do expect people to use. They don't ask for a coffee order when seating you and even said to us "the machine is up there" when we foolishly asked for a coffee (quickly reversed by the maître 'd as he overheard the poor reply). I'm not convinced with the coffee machine. Once it wasn't working and once I had a near cold cup of coffee (I've only tried it twice, so I don't hold high expectations for the future).

 

[Deleted member 29185]

It'll be interesting to see what this does to numbers in the lounge at peak times.

Judging by recent comment from Princess Fiona, it may be a case that they are attempting to reduce the long queues for Glass in the mornings!