How do Hilton treat you as an Elite?

[boomy]

Status: diamond
Property: HSP
Dates: February (3 stays 1 night each)
Rate: $165 (travelzoo deal)
Booked: King Executive x3
Received: Relaxation Suite x3
Check-in was a breeze every time, a HUGE improvement compared to the sloppy service I've experienced in the past. My status was recognised every time, the staff went through all the benefits and reminded me about the free parking which I didn't even know I had (as part of the package). I also got an upgrade to the relaxation suite every time, not something I take for granted, knowing other Hiltons can be very "conservative" with their upgrades.
Received a welcome letter, one large bottle of sparkling water, 2 small bottles of still water and a fruit bowl.
Additional 2 bottles of water at turndown and chocolates on the pillows.
Some things that still need to be improved:
1. The carpet in the room - probably the ugliest carpet I've ever seen in a 4-5* hotel. It looks very cheap and it's not pleasant to walk on.
2. The balcony - the weather is usually great, the view is always great so a few chairs and a table will be a nice addition, not too much to ask in a suite.
3. The "Magic" service - 3 minutes wait on the phone is too long, must be improved ASAP.
4. The pool area - it's a sunny 30 degrees day and the pool is empty. The bar is closed and we can't even find towels. That's not the way a pool area in a big hotel in the heart of Surfers Paradise should look like.
With some improvements and a good rate, it can be the a great place to stay in the GC, especially for HH diamonds that seem to get a good status recognition here.

 

[Austff]

Status: diamond
Property: HSP
Dates: February (3 stays 1 night each)
Rate: $165 (travelzoo deal)
Booked: King Executive x3
Received: Relaxation Suite x3]
Check-in was a breeze every time, a HUGE improvement compared to the sloppy service I've experienced in the past. My status was recognised every time, the staff went through all the benefits and reminded me about the free parking which I didn't even know I had (as part of the package). I also got an upgrade to the relaxation suite every time, not something I take for granted, knowing other Hiltons can be very "conservative" with their upgrades.
Received a welcome letter, one large bottle of sparkling water, 2 small bottles of still water and a fruit bowl.
Additional 2 bottles of water at turndown and chocolates on the pillows.
Some things that still need to be improved:
1. The carpet in the room - probably the ugliest carpet I've ever seen in a 4-5* hotel. It looks very cheap and it's not pleasant to walk on.
2. The balcony - the weather is usually great, the view is always great so a few chairs and a table will be a nice addition, not too much to ask in a suite.
3. The "Magic" service - 3 minutes wait on the phone is too long, must be improved ASAP.
4. The pool area - it's a sunny 30 degrees day and the pool is empty. The bar is closed and we can't even find towels. That's not the way a pool area in a big hotel in the heart of Surfers Paradise should look like.
With some improvements and a good rate, it can be the a great place to stay in the GC, especially for HH diamonds that seem to get a good status recognition here.

.
I assumed you would not get elite benefits unless you booked direct with Hilton . is this correct?.
Do some Hiltons have a different policy ? .

 

[JessicaTam]

.
I assumed you would not get elite benefits unless you booked direct with Hilton . is this correct?.
Do some Hiltons have a different policy ? .

You should get elite status benefits regardless of how the room was booked.

Edit: Points may only be credited if booked through HH

 

[serfty]

You should get elite status benefits regardless of how the room was booked.

Edit: Points may only be credited if booked through HH

Yep - Although points/stay/night earn/credit are basically only guaranteed if booked via a Hilton family website, Hilton telephone sales or with the hotel, elite benefits have no such restriction.

 

[froggerADL]

You should get elite status benefits regardless of how the room was booked.

Edit: Points may only be credited if booked through HH

I'm pretty sure the TravelZoo deal is booked through Hilton using a special rate code, so you get the HH points.

A friend stayed there on this deal last month. She got the same upgrade as a HH Gold.

 

[Cynicor]

I was under the impression elite benefits are only guaranteed if booked through the HH website? No time to trawl the T+Cs but wholesaler rates don't guarantee and upgrade, breakfast etc.

 

[serfty]

I'm pretty sure the TravelZoo deal is booked through Hilton using a special rate code, so you get the HH points.

A friend stayed there on this deal last month. She got the same upgrade as a HH Gold.

The T&C's specifically exclude "3rd Party Booking" site from the gaurantee of points/stay/nights credit.

However, that does not exclude the property from so provisioning.

(HHonors Terms & Conditions)

Accrual of Points

1. HHonors Points can be earned for hotel stays only at hotels within the Hilton Worldwide portfolio. Participating hotels within the Hilton Worldwide portfolio are subject to change at any time, without notice. Consult individual hotel listing on Hilton.com or at HHonors.com to determine participation. If a hotel ceases to be a hotel within the Hilton Worldwide portfolio, all stays subsequent to such date will not be eligible to earn HHonors Points regardless of when the reservation was made.
2. To earn HHonors Points for hotel stays, a Member must be a registered, paying guest at a participating hotel within the Hilton Worldwide portfolio and meet all of the conditions described herein. Members may also earn HHonors Points for eligible charges to Hilton HHonors credit cards, a list of such credit cards is available here, subject to terms outlined in their Cardmember Agreement. See the Credit Card Terms and Conditions for additional details. Points may also be earned for other activities as designated by Hilton HHonors Worldwide, L.L.C., from time to time.
3. A "stay" is defined as the total number of consecutive nights spent at the same hotel, whether or not a guest checks out and checks back in again. Specifically excluded from the definition of "stay" are the following types of ineligible stays: wholesale/tour operator packages; contracted crew rates; travel agency discount rates, packages exclusively for casino player card holders; Team Member Travel rates, Hilton Family Travel Rates; stays secured utilizing Hilton Grand Vacations Club and Hilton Club timeshare programs, Hilton Grand Vacations marketing packages with a sales presentation requirement; complimentary or barter rooms; Reward Stays (as defined herein); NET Group rates; Series Group or IT Group rates; contracted Entertainment or Encore rates; third party websites bookings (irrespective of rate paid); and "opaque" channel bookings where the brand may or may not be known at the time of purchase. HHonors Points (or stay credit) may not be earned (including as a My Way benefit) for or during ineligible stays, including without limitation, folio charges incurred during ineligible stays. If at least one night of the Member's stay is consumed with the use of HHonors Rewards Points, the entire stay is considered a "Reward Stay" and no HHonors Points may be earned, except that if Member is using Room Upgrade Rewards, any money spent on the original reservation will earn points and/or miles consistent with these Terms. Participating hotel will determine whether incidental charges incurred during either of those stays are eligible for points, except that Points will not be earned for incidental charges at Hampton Inn®, Hampton Inn & Suites®, Homewood Suites by Hilton®, and Home2 Suites by Hilton®.

 

[Austff]

Yep - Although points/stay/night earn/credit are basically only guaranteed if booked via a Hilton family website, Hilton telephone sales or with the hotel, elite benefits have no such restriction.

I called Hilton in USA & CSO says if hotel is not booked thru Hilton then elite benefits only apply at the hotels discretion .
The hotel I am looking at is Hilton Milan & I expect to be diamond at the time of stay .
The hotel is lots cheaper via priceline or hotels combined .
I am not concerned about missing out on points but is there any way of booking thru 3rd party & still getting diamond benefits ? .

 

[boomy]

I was under the impression elite benefits are only guaranteed if booked through the HH website? No time to trawl the T+Cs but wholesaler rates don't guarantee and upgrade, breakfast etc.

If you are talking about travelzoo rate, then you can book it through the HH website and get all the benefits.
The only problem with this deal is that it's not flexible. I booked pre-payed rates with HH many times before and could always change the dates at reception. This time, when I wanted to change the date for one of my bookings at HSP I was told that because it's a "special code" rate, they can't touch it and I have to call reservations. Then I went up to the lounge and Lena changed it for me in 10 seconds. Sometimes you just need to know who to ask...

 

[serfty]

I called Hilton in USA & CSO says if hotel is not booked thru Hilton then elite benefits only apply at the hotels discretion ....

Check the T&C's link above - there is no reference to HHonors amenities or Elite Benefits not being available during "Ineligible Stays".

There is only reference for ineligible stays in relation to the earning of points/stays/nights credit as per the excerpt above.

This question even causes confusion on FT - see this thread (and post 26): Travel Agent Rate + Elite Benefits? - FlyerTalk Forums

 

[Austff]

Check the T&C's link above - there is no reference to HHonors amenities or Elite Benefits not being available during "Ineligible Stays".

There is only reference for ineligible stays in relation to the earning of points/stays/nights credit as per the excerpt above.

This question even causes confusion on FT - see this thread (and post 26): Travel Agent Rate + Elite Benefits? - FlyerTalk Forums

Thank you Serfty for your help re this .
Out of interest ,have any Affers had first hand experience with this issue ?

 

[Newk]

I called Hilton in USA & CSO says if hotel is not booked thru Hilton then elite benefits only apply at the hotels discretion .
The hotel I am looking at is Hilton Milan & I expect to be diamond at the time of stay .
The hotel is lots cheaper via priceline or hotels combined .
I am not concerned about missing out on points but is there any way of booking thru 3rd party & still getting diamond benefits ? .

Nice hotel. Good lounge albeit a bit small. Very convenient to train and underground and a decent but doable walk to the main sights. Enjoy.

 

[froggerADL]

Thank you Serfty for your help re this .
Out of interest ,have any Affers had first hand experience with this issue ?

I booked the Hilton Budapest via BA. Rang Hilton and added my HHonors number. I was given a very nice upgrade, lounge access and free breakfast. I did not earn any points :-(

 

[deka2]

Last May I booked the Hilton Vienna on Expedia for about $100 per night less than the Hilton site.
Received an upgrade to a lovely corner room with lounge access etc etc. no points.

 

[drron]

Just use the best rate quarantee.Take a screen shot of the price daily as sometimes with these things hotel chains reckon it was not available when they checked.
here is Hilton's policy-
Our Best Rates. Guaranteed.

so you should be able to get the third party lower rate + all HH benefits.

 

[mel-world]

Status: Diamond
Property: Conrad Istanbul
Dates: February 26 to March 1 and March 3 to 5
Rate: TRY 780 (AUD390) Senior Rate
Booked: King Bosporus View Room
Received: Brand New City View Suite (for first stay)

Interesting start to the first vist but the situation quickly improved. Booked the room for the previous night given our wish to check in around 0600 after an overnight flight. On arrival advised that I should have told them on booking of our very late arrival - they had cancelled the booking! They quickly re-booked us and said that they would not charge for the previous night. That sounded good until we found that our Bosporus View room was on the 3rd floor overlooking the renovation works and hardly had any view at all. It was a standard room just vacated by a tour group (their bags were still outside the door!) Up to the Lounge to see what they could do.

In the Hotel's defence, they are renovating and have many old rooms awaiting an upgrade. Still, while we were having breakfast and an hour later, the Hotel's Lobby Manager found us a brand new city view suite that was just ideal. The Lounge has a view we can enjoy. The suite is not huge but tastefully decorated with an outside terrace to enjoy the view that does include a little of the water (would be a good place to relax if it was not 7C today). The staff are all very friendly and delivered fruit and water soon after we arrived.

I have thanked the Manager for her attention as I find a little civility can go a long way. I think we are going to enjoy Istanbul.

 

[Ewing]

Looking good for HSP this weekend. Booking now showing 2 bedroom sky residence (from 2 bedroom deluxe) and notes now show:

**COMP UPG TO OCEAN VIEW** PLZ INFORM GUEST ANDSTAMP KEY PACKET

 

[deka2]

Status: Gold

Property: HSW

Dates: February 26-28

Rate: $235

Booked: King Hilton Guest Room

Received: King Executive 17th Floor

First stay here. No upgrade showing on my booking,
Welcome letter and two bottles of water in the room.

 

[JMFK]

Status: Diamond
Property: Hilton Brisbane
Date: 27 Feb 2014
Rate: $385
Room booked: King Hilton Guestroom
Room received: King Hilton Executive Room

No welcome at check-in or mention of Diamond privileges. Asked if I had received an upgrade and was told yes, to an Exec room on the 22nd floor.

Room next to the elevator despite my profile requesting otherwise. No water, no welcome letter, no turn down.

Pretty disappointing stay.

 

[boomy]

Status: Diamond
Property: Hilton Brisbane
Date: 27 Feb 2014
Rate: $385
Room booked: King Hilton Guestroom
Room received: King Hilton Executive Room

Room next to the elevator despite my profile requesting otherwise. No water, no welcome letter, no turn down.

There should be a big bottle of water next to the mini bar. It's complementary to all guests staying in executive room.
Very interesting there was no turndown. Did you check-in after 6pm?
It looks like they either gave you a last minute upgrade or that you checked-in late and the room that was prepared for you was given to someone else. Anyway, it's no excuse for the poor experience you had.