Getting to the bottom of the "space available basis" definition for HH Dia and Gold

[Deewhy]

OK, so I had some time on my hands to shoot off an email to HH support to get to the bottom of the definition of "space available basis" upgrades, after not getting one at Sydney Hilton, despite the fact all suite types were available for sale at the time I checked in. All I was offered was a discounted upgrade, after pestering Magic. And yes, I expected to get what I booked, but thought this is interesting, as it's the first Hilton that I've come across that took this stance, so it's worth finding out how this policy works....

I was waiting for the usual survey I receive to make a comment, but alas it didn't arrive (Funny that, Hilton Sydney is the only Hilton I haven't received a post-stay survey from... perhaps they know something).

So I sent the email to the general feedback address. My query was whether each hotel sets the policy, or does HH set it? And surely, in this situation I could have been granted an upgrade.

Summarised reply from HH: we have sent your query to the hotel, and wait 3 days for a reply.

A day later, received this reply from the hotel: "The Hilton Sydney set policies regarding upgraded accommodations, including the number of rooms we will allocate for Diamond upgrades. Each day the Hilton Sydney determines the amount of suites in which are available for a complimentary upgrades for our loyal Diamond Hilton HHonors members.... blah blah blah...The Hilton Sydney continually operates on high occupancies and our high demand for premium rooms at the our property can prevent us from providing our loyal Hilton HHonors members with complimentary upgrades on every occasion they visit the hotel. .. blah blah..

A day later, reply from HH:
"..my understanding that the hotel has been in contact with you with an explanation regarding their upgrade policy, and apologized for the issues you experienced at the hotel...." oh and here's a 1000 points for your inconvenience....

Really not happy with that set of responses to explain it, so I've sent another query to HH to again request confirmation of whether each hotel interprets this term, or is there an expectation set by HH that it will be honoured....

Stay tuned.

 

[dfcatch]

Re: Getting to the bottom of the "space available basis" definition for HH Dia and Go

Hilton Sydney is Hilton owned and operated. The only one in Australia that is IIRC.

Therefore when HH changed the upgrade rules to "preferred" rather than "suites" for the upgrade, Sydney embraced the new rules in their favor.

Whilst they are within their rights to upgrade you to something less than a "suite", you should still have been upgraded to something.

 

[Deleted member 29185]

Re: Getting to the bottom of the "space available basis" definition for HH Dia and Go

I've sent another query to HH to again request confirmation of whether each hotel interprets this term, or is there an expectation set by HH that it will be honoured....

Stay tuned.

Thanks for asking this question and posting your replies.

It does appear to me, that individual hotels can and do override HH and everytime there is a HH promotion, there is a long list of hotels that have chosen not to participate. The worrying part for AU guests, is that contrary to their past history, some AU hotels may be looking closer at this "non-participation" angle, if recent promos are anything to go by.

As for upgrades, I can certainly understand hotels wanting to keep some rooms available for last minute (higher return) bookings and as much as I do like a nice upgrade, simply looking at availability on the web is no indication of number of available rooms. What may appear to be heaps of availability, may in fact be just one room of each type left vacant (meaning perhaps something like a 99%+ occupancy), which I can understand the hotels not wanting to let go through upgrades.

That said, I also live by the motto, "long live the upgrades" and I'll happily accept most of them offered!

BTW - HSP also doesn't seem to generate surveys any more....well not to me at least!

 

[Danger]

Re: Getting to the bottom of the "space available basis" definition for HH Dia and Go

I think Hilton Sydney's response is concerning, not least because they state they set their own policies regarding upgrades and "the number of rooms we will allocate to Diamond upgrades". To me, that's outright admitting the property is ignoring the rules. The benefit is a space available room upgrade. If there's a room, you should get it, whether the property has already allocated its "pool" of Diamond upgrades to rooms with bathrobes or an extra pair of slippers or not. For any property to argue that they can set its limit on upgradeable rooms completely and utterly voids the upgrade benefit. What's to stop a hotel allocating just one room per night for Diamond upgrades?

Hilton Sydney is Hilton owned and operated. The only one in Australia that is IIRC.

Therefore when HH changed the upgrade rules to "preferred" rather than "suites" for the upgrade, Sydney embraced the new rules in their favor.

Whilst they are within their rights to upgrade you to something less than a "suite", you should still have been upgraded to something.

The problem I find with Hilton Sydney in particular is that their "upgrades" can often be to something as utterly insignificant as a high floor or a corner room with all its extra two square metre glory. While I know some people have excellent luck at the Hilton Sydney in particular (and I, too, have benefitted from a relaxation room), I think it's one of those Hilton hotels that likes to write its own rules.

 

[Deleted member 29185]

Re: Getting to the bottom of the "space available basis" definition for HH Dia and Go

I think Hilton Sydney's response is concerning, not least because they state they set their own policies regarding upgrades and "the number of rooms we will allocate to Diamond upgrades". To me, that's outright admitting the property is ignoring the rules.

I think you've raised some excellent points.......but do we know for sure they are "ignoring the rules"? Don't the rules refer to diamond (and gold) upgrades, which may include suites. I'm not aware of any HH benefit that states diamond guests must be provided with a suite. Please don't take this response the wrong way (as I'd love to get a suite every time one is unsold when I check in) but it really would create a Pandoras Box. What about when I check in (as a diamond) at 10am. Do I demand a suite when normal checkin is 3pm? What should the hotel staff do? Refuse me early checkin to wait until a suite is available, or allow my early checkin and give me the best available at that time?

I'm not aware that I've ever been privy to the contractual agreement between HH and the hotels so I can't really say what the rules are, but if you have a copy....may I read them too?

 

[Danger]

Re: Getting to the bottom of the "space available basis" definition for HH Dia and Go

I think you've raised some excellent points.......but do we know for sure they are "ignoring the rules"? Don't the rules refer to diamond (and gold) upgrades, which may include suites. I'm not aware of any HH benefit that states diamond guests must be provided with a suite. Please don't take this response the wrong way (as I'd love to get a suite every time one is unsold when I check in) but it really would create a Pandoras Box. What about when I check in (as a diamond) at 10am. Do I demand a suite when normal checkin is 3pm? What should the hotel staff do? Refuse me early checkin to wait until a suite is available, or allow my early checkin and give me the best available at that time?

I'm not aware that I've ever been privy to the contractual agreement between HH and the hotels so I can't really say what the rules are, but if you have a copy....may I read them too?

No, I wasn't suggesting Diamonds get suite upgrades automatically. My reading of the response from Hilton Sydney was that each night they have a certain quantity of rooms (possibly of all different types, but a set number nonetheless) that they allow for upgrades. Once that allocation is exhausted, Diamond members are shoot of out of luck for any upgrade, even if space exists in a higher room category. To me, that's completely against the HHonors T&Cs.

From my perspective, if I book the base room type I expect an upgrade at least the next available room category . . .

And I've just re-read the HHonors T&Cs. It says a "space available upgrade to a preferred room". And therein lies the problem. Correct me if I'm wrong but I think the language on this changed from something like 'upgrade to the next best available room' or similar. "Preferred rooms" is like Qantas saying they offer priority baggage. When is it priority? When it comes in the first 20 bags? The first 10? In the first 50%? Similarly, what's a preferred room? And in Hilton Sydney's case, my experience is that can be something as pathetic as a corner room or a room on a higher floor.

To me, this entire benefit is now completely void. There's nothing to stop a hotel saying "our preferred rooms are east facing/have electronic blinds/have flat screen TVs/are located on the right hand side of each floor". There's nothing for the Diamond member to genuinely determine whether or not they've got a better room. If it wasn't for the Velocity offer, I would have said goodbye to HHonors at the last devaluation.