HH diamond and gold "Space availabile upgrade" definition?

[Deewhy]

Is there a standard definition of a "space available upgrade" or is it up to each hotel to interpret it?

I have to assume based on my recent stay at Hilton Sydney as a Diamond that just because a better room is available for sale (on the internet, freely available) and even getting told they are available, doesn't mean an elite can have it?

I got handed my key, and then I enquired what room I had - I booked exec, and got exec. I then asked for any available upgrade, to which the reply was "no"..."the jnr suite, suite, master suite all available, but I can't have them"?! I asked politely for a reconsideration and the reply was "no, we have to balance these things out" huh?? Ok then....

I went quietly... but not too happy. Even tried again with some "Magic", but the response was yes, they are available and... "oh and the GM has offered it to you at a discounted rate, but doesn't want to give it to you as an upgrade..."

If the space available upgrade definition is up to each hotel's definition, this is OK by me. I'd just wish Hilton would define it as "being up to each hotel" (or maybe I just simply need to change my expectations).

 

[Princess Fiona]

Is there a standard definition of a "space available upgrade" or is it up to each hotel to interpret it?

I have to assume based on my recent stay at Hilton Sydney as a Diamond that just because a better room is available for sale (on the internet, freely available) and even getting told they are available, doesn't mean an elite can have it?

I got handed my key, and then I enquired what room I had - I booked exec, and got exec. I then asked for any available upgrade, to which the reply was "no"..."the jnr suite, suite, master suite all available, but I can't have them"?! I asked politely for a reconsideration and the reply was "no, we have to balance these things out" huh?? Ok then....

I went quietly... but not too happy. Even tried again with some "Magic", but the response was yes, they are available and... "oh and the GM has offered it to you at a discounted rate, but doesn't want to give it to you as an upgrade..."

If the space available upgrade definition is up to each hotel's definition, this is OK by me. I'd just wish Hilton would define it as "being up to each hotel" (or maybe I just simply need to change my expectations).

It's reasonably well defined in the Hilton Honors T&C's

"What constitutes a "room upgrade?"

Complimentary room upgrades for Gold and Diamond HHonors members may include the next-best available room from the room type booked. Upgrades may also be rooms with desirable views, corner rooms, rooms on high floors, rooms with special amenities, or rooms on Executive Floors, as identified by each property. Room upgrades, for Diamond members only, may also include suites. See HHonors Terms and Conditions for more details. Complimentary upgrades are awarded at the time of check-in based on room availability and factors, such as the member's tier status and stay duration."

So basically yes it's up to the property what they consider as an upgrade.
IME Hilton Sydney are absolutely rubbish at upgrading and I now always pick a Nor1 paid upgrade at the time of booking.

 

[Ewing]

IME Hilton Sydney are absolutely rubbish at upgrading and I now always pick a Nor1 paid upgrade at the time of booking.

Hilton Sydney count adding executive lounge access to your room as an upgrade. Which as a Diamond you are guaranteed to get anyway.

 

[Deewhy]

IME Hilton Sydney are absolutely rubbish at upgrading and I now always pick a Nor1 paid upgrade at the time of booking.

Thanks for the feedback. I'll safely assume for the future that it's a standard pattern of behaviour and expect nothing...

 

[Danger]

I'd be firing off an email to HHonors and the hotel's manager. Clearly, you should have been upgraded to whatever was the next best room type. If that happens to be the presidential suite at $10k a night, then so be it.

In an era where a "desirable view" room apparently constitutes an upgrade, one must be prepared to mark their territory and go hard.

 

[Deleted member 29185]

In an era where a "desirable view" room apparently constitutes an upgrade, one must be prepared to mark their territory and go hard.

The big problem with Hilton SYD is that except the suites, all rooms are small. You cannot make strawberry jam out of cough. (OK I exaggerate there a tad. Some SYD rooms are very nice.....just small).

 

[trippin_the_rift]

My understanding is room upgrades are similar to flight upgrades. A number of rooms each night are classed as upgrade rooms. If there are none left, despite being for sale online then u r out if luck.

I also have noticed that if u stay regularly at a hotel (regardless of status) that can have a positive effect on upgrades. Its like diamond is the overall status but your internal status at that particular hotel might be blue/nothing.

 

[Princess Fiona]

The big problem with Hilton SYD is that except the suites, all rooms are small. You cannot make strawberry jam out of cough. (OK I exaggerate there a tad. Some SYD rooms are very nice.....just small).

I thought this too, until my last stay in a Relaxation Room
Huge and fabulous



Actually prefer this to the suite

 

[Cynicor]

On Saturday when Hilton Perth had no rooms for an upgrade, the lady at the front desk got a manager, who apologized and asked what they could offer. Got my valet parking free, great result.

I am much more impressed with the Parmelia now than on my first couple of stays. They are also renovating the rooms a little.

 

[boomy]

The big problem with Hilton SYD is that except the suites, all rooms are small. You cannot make strawberry jam out of cough. (OK I exaggerate there a tad. Some SYD rooms are very nice.....just small).

The deluxe/exec are so small, I stayed in 3* hotels with more impressive rooms.
The relaxation rooms/suites are amazing and the King Suite which I got upgraded to once a few years ago is huge and very impressive.

 

[boomy]

My understanding is room upgrades are similar to flight upgrades. A number of rooms each night are classed as upgrade rooms. If there are none left, despite being for sale online then u r out if luck.

I also have noticed that if u stay regularly at a hotel (regardless of status) that can have a positive effect on upgrades. Its like diamond is the overall status but your internal status at that particular hotel might be blue/nothing.

Thanks god hotel upgrades are NOT at all similar to flight upgrades.

Although I'm very loyal to Qantas, my upgrade success rate is less then 5%.
With Hilton & SPG my upgrade success rate is more then 85%.

I do agree that being a regular at a hotel helps with getting upgrades even if you don't have the highest status, assuming a regular will hold at least gold status.

 

[cgoh]

At least you were given the choice of discounted upgrade. I offered to pay full rate for a suite and was outright declined!! Seriously, the only Hilton I frequent now is HOTP, HSW and Conrad HK. I get looked after pretty well at Hilton KL central as a family member is pretty well known to them. But other than that, I have switched all my stay to SPG especially where there is a W hotel available.