How do Hilton treat you as an Elite?

[beardoc]

Status: Diamond
Property: Hilton Auckland
Date: 17 August
Booked: King Hilton Guest
Received: King Deluxe Harbour View
Rate: NZD233 (less 20%)
Additional Amenities: Wi-Fi for 4 devices, full breakfast in Fish.

This wasn't a suite, but it was my favourite room. 7th floor, corner closest to the city. And the balcony had some spectacular views.

The real kicker for Hilton Auckland is that I checked in around 10pm, and the Diamond Welcome letter advised me that I was entitled to two welcome drinks in Bellini Bar, but when I inquired about this, I was told that it was too late and they wouldn't give me any. I asked about the reason for this, and they said that it was because they now only honoured the drink vouchers during "international lounge hours" which meant 5:30pm until 8:30pm.

I usually hold onto those vouchers and use them for getting coffees the next day when I'm checking out, so for them to refuse to hand them over felt like a devaluation of the benefit. I now can no longer do this.

I mentioned this on check-out and all I got was a "we're sorry Sir, I'll share your thoughts with the Manager".

Status: Diamond
Property: Hilton Auckland
Date: 19 August
Booked: King Hilton Guest
Received: King Bow Suite
Rate: NZD240 (government rate)
Additional Amenities: Wi-Fi for 4 devices, full breakfast in Fish, two drink vouchers.

This time around I checked in earlier, got the upgrade (it was very nice, but the top floor King Deluxe Harbour View was outstanding and I think it worth it more than the Bow Suites!). When I came back in the afternoon, drinks vouchers were slipped under the door, although they can only be used on the night that was listed (not the day after). I ended up getting a couple of coffees in the evening.

Seems the issues were recorded in Service Recovery in OnQ, because when I checked out the front desk staff apologised for the issues "with [my] earlier stay". They said that they realised that they were being too restrictive and they will consider changes in future. I hope they do. I like the coffee the next morning from the bar!

Generally speaking, pretty good stays overall.

 

[Cynicor]

Just flew back from a spontaneous weekend away in Bali, booked last Sunday and stayed Friday-Sunday. This is not quite a trip report as much as it is about the amazing service we received in the hotel.

JQ 0730 flight up, VA 1440 flight home.


Booked a base Garden room as HH diamond and decided to email the hotel, partly to let them know I was coming and see what upgrade I could get and partly to organise transport and arrivals concierge. First time away with a new girlfriend, so i wanted her to realise/understand why I bothered obtaining status at a hotel chain. Did they ever manage to impress! I'd stayed here before and found it ok, but this stay took the cake for my best hotel service experience ever.

The hotel preconfirmed an upgrade to an ocean suite as the Conrad suites were full. I would have been happy with pool/lagoon access but this thing was amazing. Not as large as a Conrad suite but has a private plunge pool and you are on the 4th floor of the complex so the views are amazing.

Arrivals service was flawless, but not necessary on the 7:20ish JQ flight as the airport is empty and there are no queues. HLO meant no waiting for luggage either. Taken directly to our driver and arrived at the hotel. Bit of a queue on check in but when the man at the front desk saw my card, he found a manager and the amazing part of the stay began.

We were checked in by the assistant manager who found Agung, the guest relations manager, and apologised that they weren't there to greet us on arrival- they had thought our plane was delayed. Also, our room was not yet ready so they would be happy to hold our luggage and find us when it was. Before we managed to get our bathers out (I fly in jeans and shoes...) they'd found an alternative suite for us, and Agung personally escorted us there. On the way he'd asked us to let him know if there were any issues and explained the hotel facilities.

Once in the room he had another short chat with us and then left us to our own devices. We used the Conrad Suites pool and went to the lounge for afternoon tea and evening coughtails. Since last visit the lounge food offering has become more like other lounges, in that it offers self pour wine and beers and has a selection of food on offer. Previously they used to bring food out periodically, which meant you had to sit there a while to get much of anything. Like many tropical Asian Hiltons, they have a full coughtail menu on offer, in addition to the lounge staples.

When we got back to the room, not only had it been turned down, but they'd left a "congratulations" package with another Conrad monkey, bath salts and rose petals for a romantic bath.

We saw Agung again the next morning at breakfast, where he found us to have a chat. He apologised that that he would not be there the next day (our checkout) but that if there were any issues to call him, and he offered to comp us some stuff too! Apparently he was very serious about this because he made a note to that effect in our booking record. On checkout, when the charges were still present I noted it to the clerk and said not to worry as I knew it was his day off. Unfortunately they gave him a call anyway, and he fixed the issue and wished us a safe flight home.

I have never experienced such an amazing level of service at any hotel, and my girlfriend and I felt like royalty the whole time. The next 6 months are pretty full of holidays and bookings already, but we are already contemplating when our next potential stay at the Conrad Bali will be. This stay has also led me to reconsider whether I attempt Platinum with SPG rather than HH Diamond next year, which was very clear cut until last week.

 

[doubleplatinum]

Booked a base Garden room as HH diamond and decided to email the hotel, partly to let them know I was coming and see what upgrade I could get and partly to organise transport and arrivals concierge. .

Interesting tactic thinking of it myself with a stay over that way soon, how many days prior to checkin did you email? I'm guessing you are a real diamond and not a cz? Cheers

 

[jetlagger]

Just flew back from a spontaneous weekend away in Bali, booked last Sunday and stayed Friday-Sunday. This is not quite a trip report as much as it is about the amazing service we received in the hotel.

JQ 0730 flight up, VA 1440 flight home.


Booked a base Garden room as HH diamond and decided to email the hotel, partly to let them know I was coming and see what upgrade I could get and partly to organise transport and arrivals concierge. First time away with a new girlfriend, so i wanted her to realise/understand why I bothered obtaining status at a hotel chain. Did they ever manage to impress! I'd stayed here before and found it ok, but this stay took the cake for my best hotel service experience ever.

The hotel preconfirmed an upgrade to an ocean suite as the Conrad suites were full. I would have been happy with pool/lagoon access but this thing was amazing. Not as large as a Conrad suite but has a private plunge pool and you are on the 4th floor of the complex so the views are amazing.

Arrivals service was flawless, but not necessary on the 7:20ish JQ flight as the airport is empty and there are no queues. HLO meant no waiting for luggage either. Taken directly to our driver and arrived at the hotel. Bit of a queue on check in but when the man at the front desk saw my card, he found a manager and the amazing part of the stay began.

We were checked in by the assistant manager who found Agung, the guest relations manager, and apologised that they weren't there to greet us on arrival- they had thought our plane was delayed. Also, our room was not yet ready so they would be happy to hold our luggage and find us when it was. Before we managed to get our bathers out (I fly in jeans and shoes...) they'd found an alternative suite for us, and Agung personally escorted us there. On the way he'd asked us to let him know if there were any issues and explained the hotel facilities.

Once in the room he had another short chat with us and then left us to our own devices. We used the Conrad Suites pool and went to the lounge for afternoon tea and evening coughtails. Since last visit the lounge food offering has become more like other lounges, in that it offers self pour wine and beers and has a selection of food on offer. Previously they used to bring food out periodically, which meant you had to sit there a while to get much of anything. Like many tropical Asian Hiltons, they have a full coughtail menu on offer, in addition to the lounge staples.

When we got back to the room, not only had it been turned down, but they'd left a "congratulations" package with another Conrad monkey, bath salts and rose petals for a romantic bath.

We saw Agung again the next morning at breakfast, where he found us to have a chat. He apologised that that he would not be there the next day (our checkout) but that if there were any issues to call him, and he offered to comp us some stuff too! Apparently he was very serious about this because he made a note to that effect in our booking record. On checkout, when the charges were still present I noted it to the clerk and said not to worry as I knew it was his day off. Unfortunately they gave him a call anyway, and he fixed the issue and wished us a safe flight home.

I have never experienced such an amazing level of service at any hotel, and my girlfriend and I felt like royalty the whole time. The next 6 months are pretty full of holidays and bookings already, but we are already contemplating when our next potential stay at the Conrad Bali will be. This stay has also led me to reconsider whether I attempt Platinum with SPG rather than HH Diamond next year, which was very clear cut until last week.

Nice to hear & pleasant recognition. It would be nice at times if some Australian properties could learn by this example.
As mentioned previously, this is one of my more favored Conrad properties & FWIW the IC Bali is also impressive in the service game.
Most of the quality properties in Bali really try hard to maintain guest satisfaction & further enhanced by loyalty status IME.

 

[Cynicor]

Interesting tactic thinking of it myself with a stay over that way soon, how many days prior to checkin did you email? I'm guessing you are a real diamond and not a cz? Cheers

Well I only booked 5 days prior to checkin, and emailed the following day! An a real diamond on base points for 3 years running, with only leisure stays and generally in Conrad's where available. I had been to the Bali property 2 years prior. This service was just way above and beyond anything I've experienced in even any Asian property, and really made the trip for us.

 

[beardoc]

An a real diamond on base points for 3 years running, with only leisure stays and generally in Conrad's where available. I had been to the Bali property 2 years prior.

If you're reaching on points but not nights or stays, then you're probably one of the bigger spending people in the Hilton Diamond crowd, and I can imagine you would have a higher commercial value ranking than many other low cost Diamonds (say, people that stay in cheap Hampton Inns in the USA or UK). I hope they do this for every Diamond, but if they don't that might explain some of your fantastic treatment.

However it happened, that's awesome - so glad they did this for you!

 

[Ewing]

If you're reaching on points but not nights or stays, then you're probably one of the bigger spending people in the Hilton Diamond crowd, and I can imagine you would have a higher commercial value ranking than many other low cost Diamonds

Wouldn't be too hard to do for an Australian based Diamond though.

I'm at 45,000 base points for my personal (out of my own pocket) spend so far this year. I'm not going to requalify for Diamond though - I probably would have when it was 100,000 base points, but when they shifted it to 120,000 I stopped caring and started spreading my love with other hotel chains.

 

[Cynicor]

Wouldn't be too hard to do for an Australian based Diamond though.

I'm at 45,000 base points for my personal (out of my own pocket) spend so far this year. I'm not going to requalify for Diamond though - I probably would have when it was 100,000 base points, but when they shifted it to 120,000 I stopped caring and started spreading my love with other hotel chains.

True, though I don't travel domestic generally. Will probably finish this year with about 200k base but then will scale back travel for next year. Having the Niseko stay on points means a significant reduction in base points for 2014. Combined with less annual leave and exams I will struggle to find time to spend the required 12k.

 

[QF WP]

Status: Diamond (my first stay)
Property: Hilton Perth
Date: 20 August (1 night)
Booked: King Hilton Guestroom
Received: Queen Deluxe (room 624)
Rate: $305 Great Getaway (less 20%)
Additional Amenities: Wi-Fi for 4 devices, full breakfast in Adelphi, free standard drink at Adelphi; Fruit & Chocolate plate with handwritten Welcome card from GM (delivered)

Whilst it wasn't a suite, it is one of my favourite rooms - a lounge room with a large walk-in robe, decent bedroom size and bathroom. No special vista looking at another building but I was here for a sleep, after checking in at 9pm from my BNE/MEL/PER flights.

I gave away my voucher to another AFF'er. The Express Check out envelope showed a provisional bill that hadn't taken into account my HPC 20% so when checking out, I mentioned to Jocelyn (Guest Services Manager) who calculated and changed it in this booking, as well as for my booking tomorrow. She just cracked her 15 years with Hilton and is a magnificent asset to Hilton.

Status: Diamond
Property: Hilton Perth
Date: 22 August (1 night)
Booked: King Hilton Guestroom
Received: Queen Deluxe Plus (room 1005)
Rate: $305 Great Getaway (less 20%)
Additional Amenities: Wi-Fi for 4 devices, full breakfast in Adelphi, free standard drink at Adelphi.

Jocelyn was there when I checked in (10.30am) and remembered me. She saw that I was in the Queen Suite (they recently changed the names apparently) and hoped I liked it. After dropping my bags and checking it out, it became my new favourite room!! I find the King Suites just too big for me (the double lounge room is overkill for me when by myself) so I mentioned it at check-out the next day (she was on shift again) and she noted it in my booking notes!

Photos to come

 

[JessicaTam]

Status: Diamond
Property: Conrad Singapore
Date: 23 August
Booked: King Business Room
Received: King Exec Room

2 x water, fruit plate, chocolates

A speedy checkin. They were going to check me in in the exec lounge, but after ringing the lounge found there was a queue so I was checked in downstairs. By the time I made it to the lounge the food service had finished, but the drinks service was still in full swing. I look forward to sampling the food next visit.

Breakfast was great with a short wait for a table. I quite enjoyed having a waffle with ice-cream for dessert. There was a bit of a queue for checkout, but efficiently processed so not much of a wait.

I will be back.

 

[mel-world]

Status: Diamond
Property: HSW Melbourne
Date: 23 August
Booked: Standard King Room - base level booked on points
Received: City View Suite (not sure of the official names but you get the picture)

Son and partner running late so I checked them in. Had made the booking using my points as a 21st birthday gift so they did not have to travel home to suburbs after celebrating in town. Mentioned this at check-in and got the suite without any more discussion - not sure if it was pre-assigned or if the agent made the decision on the spot. Hotel full due to Football nearby so the upgrade was appreciated and the first of any note I had received at this property. The suite was excellent with lots of space and amenities but sort of lacking in much personality except for the view. Due to the celebrations, no chance to use the lounge for either coughtails or breakfast but they both appreciated the upgrade. Father got lots of thanks.

 

[QF029]

Status: Gold
Property: Hilton Waikiki Beach (Prince Kuhio)
Date: 10 August
Booked: Twin Cityview
Received: Twin Cityview

The stay was reasonable but not overly impressive. Requested early check in (9am, room available around midday). I was happy to wait longer if it meant a room upgrade but was advised that waiting would make no difference. No water but this was probably because the room was rushed for early check in.

The room was modern and no complaints there. The wardrobe / closet was in the bathroom which was a bit unusual. The lobby and hallways were not air conditioned which was not ideal but manageable. The location seems quite windy, especially around the pool. The pool was fine but nothing special - generally no problem with getting a lounge.

The lounge is in the basement and was quite basic. A small selection of hot breakfast foods rotating daily, toast, fruit, drinks etc. Generally it was pretty crowed and finished at 9am midweek which seemed quite early. I checked out the hors d'oeuvres one evening but it was pretty lacklustre and I didn't eat anything.

The hotel was OK without being impressive. I chose it because the rates were reasonable (sub $200) and no resort fee. In hindsight I would have preferred to be closer to Lewer St but those hotels were more expensive and you get what you pay for. I found Waikiki generally to be overpriced and in hindsight would have gone to the US West Coast or somewhere in Asia.

 

[Flashback]

Status: Gold
Property: Hampton by Hilton Berlin City West
Date: 22 August (1 night)
Booked: Queen
Received: Queen w/ Balcony
Rate: 91 EUR BAR
Additional Amenities: Standard HH Gold My Way benefits - a drink and a snack (which I instead took as 2 bottles of water). When checking in was told breakfast was until 11am, which I thought was odd but didn't question it...... went down at breakfast at 10.15 to find everything was gone. Managed to get a bowl of cereal and upon checking out was offered a sandwich from the snack bar but declined. Oh well. Standard Hampton rooms, comfortable enough and the location here was great so would happily stay again.

 

[Flashback]

Status: Gold
Property: Hilton Berlin
Date: 23 August (1 night)
Booked: Twin Hilton Guestroom
Received: Twin Hilton Guestroom Plus
Rate: 63.80 EUR + 20,000 HH points
Additional Amenities: Standard HH Gold My Way benefits - breakfast offered in the restaurant. Hotel was fully booked so no upgrade to E/L room (which comments on TripAdvisor suggested the property often gives out), oh well - not to bother! A few hours after checking in a bottle of water was brought up w/ 2 macaroons. The upgraded 1 category type room offered views out over the Gendarmenmarkt and German Cathedral which was nice enough.

Exec Lounge was quite different in that it was on the other side of the lobby in a section off room - card access to get in. May do another trip back here soon once I'm diamond to see what it's like - hotel was quite modern, big and well decorated. The breakfast was quite decent too.

On another note... my next stay will qualify me for diamond. Am I right in that it won't be till the stay AFTER that where the new status is recognised?

 

[TonyHancock]

Exec Lounge was quite different in that it was on the other side of the lobby in a section off room - card access to get in. May do another trip back here soon once I'm diamond to see what it's like

I thought the Exec lounge was very good - almost lived in it when I stayed there earlier this year.

 

[Flashback]

I thought the Exec lounge was very good - almost lived in it when I stayed there earlier this year.

Excellent, will definitely do another trip back then. There's a few restaurants in town I want to try out also that we weren't able to this trip.

 

[Deleted member 29185]

On another note... my next stay will qualify me for diamond. Am I right in that it won't be till the stay AFTER that where the new status is recognised?

And even then depends on how promptly they process your qualifying stay compared to how soon the next stay is. I've had one or two stay credits that haven't posted promptly (weeks IIRC) and until they do, your status won't upgrade! Keep check and get right on to the diamond desk if they delay more than a day or two!

 

[Flashback]

And even then depends on how promptly they process your qualifying stay compared to how soon the next stay is. I've had one or two stay credits that haven't posted promptly (weeks IIRC) and until they do, your status won't upgrade! Keep check and get right on to the diamond desk if they delay more than a day or two!

Drat, so I'll sit as Gold for Conrad Singapore rather than Diamond - here's hoping the upgrade gods look kindly upon me...

 

[Flashback]

Drat, so I'll sit as Gold for Conrad Singapore rather than Diamond - here's hoping the upgrade gods look kindly upon me...

Right, I've booked a room at Hilton Perth for $133 (AAA rate) - I still have a few 20% off cards laying around (best dig them out...), that I can hopefully activate and reduce that to $106.40 (61 GBP). Given I have a 2 night stay coming up at the Conrad... is 60 GBP really worth doing?

 

[Deleted member 29185]

Drat, so I'll sit as Gold for Conrad Singapore rather than Diamond - here's hoping the upgrade gods look kindly upon me...

Or squeeze in a cheapy to do the trick beforehand!